1. Sapience Study Report Project by OnTrac for Infosys BPO
TO BE VIEWED IN SLIDESHOW MODE

2. Objective Account Selection Deployment Automation Reporting
Improve the success rate of Sapience tool at various processes at Infosys BPO, by increasing adoption.
Account Selection
Deployment
Automation
Reporting

3. Successful Sapience Implementations
The Need
Improve adoption of Sapience
Increase daily operational usage of Sapience
Ensure future deployments are successful
Provide more insightful information
Successful Sapience Implementations

4. Successful Sapience Implementations
The Questions
Improve adoption of Sapience
Increase daily operational usage of Sapience
Ensure future deployments are successful
Provide more insightful information
Account Selection
How do we select an account for Sapience Deployment?
Deployment Plan
What would be a viable deployment plan for Sapience?
Reporting Data Post Deployment
Post deployment, what data needs to be seen (combine SLA with Sapience)?
Citrix Environment
Can deployment be done on Citrix environments ?
Automation of data
Is there a way to automate the whole data with the click of a button? 5
Successful Sapience Implementations

5. OnTrac Methodology Phase 1
Phases
Details
Conduct Study of Sapience’s Capabilities
Phase 1
Conduct study of Sapiences’ capabiliteis
Conduct a study of current implementations at Infosys BPO
OnTrac consultant met with people from several processes including the following, during Phase 1:
Airtel
Infosys HR C&B
Infosys HR ECA HD
Infosys HR ELC
Infosys HR Helpdesk
Infosys HR Payroll Team
Infosys HR Recruitment
Orange
Yahoo Ads Review
Yahoo Payment and Fraud Review
Analysis
Phase 2
Analyze data with respect to five questions:
How do we select an account to deploy Sapience?
What would be a viable plan to deploy Sapience?
Post deployment, what data needs to be seen (combine SLA with Sapience)
Can deployment be done on Citrix environments ?
Is there a way to automate the whole data with the click of a button?
Results
Phase 3
Publishing Phase 2’s analysis and conclusions reached

6. Data Gathering
OnTrac gathered data on several parameters in each process. These parameters are:
Parameters
Push/Pull
Process Size
Process Type
Billing Mode
Complexity
Brief Description of Process
Interaction with End user
Sapience deployed on
Post Launch-Employee Training Completed?
Post Launch-TL Training Completed?
Is the training effective?
New Employee Training
Sapience Adopted?
Reason for Non-Adoption
Description of Reason
Citrix Environment
Client Metrics
Internal Metrics
Parameters
Ability to track productivity of each employee
Internal time tracking tool
Any scope for Automation?
Any scope for Lean?
Number of Application Used
Sapience Fully Configured?
Sapience installed on all machines?
Receiving reports from Sapience?
Pre-launch Buy-in?
Pre-Launch Demo?
Org-Sync set?
Comments
Ownership of Sapience by Process
Any documentation provided on Sapience tool?
Follow-up connect post Demo of the tool?

7. Analysis Clustering of Descriptions for Non Adoption by Reasons
Process
Description
Reason
Infosys HR Recruitment
The purpose and motive of the tool is not communicated to the team
Awareness Issues
Infosys HR ELC
There was no expectation set between the internal Sapience team and Operations on the deployment and handover of the tool. There was no time-frame defined to pilot the project. There was a date decided for go live of the tool. No communication shared with Operations to let us know the change of ownership of the tool from internal Sapience team to Operations.
Communication Issues
Airtel
Training on Sapience is not completed. During the training, CoH had some question about the tool and the training halted. All the features of the tool are not explained.
Comprehensive Training
Infosys HR C&B
1. The training session conducted was an overview of the tool.
2. Training on Sapience should be more detailed and focused towards helping Supervisors understand the tool.
Infosys HR ECA HD
The training provided on Sapience tool is not an exhaustive training. It was a brief overview of the tool and its reports. There is no point is talking about a report without actually showing the data in that particular report.
Sapience training was not comprehensive. Just an overview of the tool was provided.
Infosys HR Payroll Team
1. One single overview of the tool will not help supervisors to use the tool effectively.
2. A detailed training should be provided to supervisors about the tool and various reports that are available in the tool.

8. Analysis Clustering of Descriptions for Non Adoption by Reasons
Process
Description
Reason
Infosys HR ECA HD
After deployment of Sapience in Dec '15, KT has happened only on 3rd Oct Supervisors and associated did not know how to use the tool till date.
Governance Issues
Infosys HR Help Desk
Meeting requests accepted in outlook are captured as offline accounted time. There should be some validation in place to avoid misuse of the system. For example – if associates start sending the invites to block their calendars for breaks/ lunch or any other miscellaneous activities, it will still be captured as offline-accounted time. There should be some governance available in Sapience to check or authorize the offline time of the team/ team members.
When new people join (irrespective of the level), they are unaware of the value this tool brings to the table.
New Hire Training
Infosys HR Recruitment
Offline time interval should be customizable. For example, Let us consider a situation where an associate is away from PC for 2 two hours doing work related activities. In Sapience, this 2 hours is shown in intervals of 30 mins each. If associate does multiple activities in the first 30 minutes, that data cannot be entered separately. The offline assignment can only be done for complete 30 min on the whole. This 30 min interval should be customizable i.e. either give a default 10 mins interval or the associate should be able to manually select the time frame.
Offline Assignment Issues
In the IS team, as associates will be attending to support calls continuously, they may miss assigning offline work.

9. Analysis Clustering of Descriptions for Non Adoption by Reasons
Process
Description
Reason
Infosys HR Recruitment
The internal trackers that are used, though manual, capture time taken for each activity. The activity list includes breaks, discussion with other employees to complete the task, off PC work etc… By the end of the day, these trackers give a clear picture of activity wise utilization distribution. Sapience cannot give Operations such a break-up of utilization. The feature to track time spent for each activity should be available in Sapience.
Sapience Configuration
Airtel
1. Sapience is not capturing many activities as work related. There was a lot of time shown under Private category. Because of this, the utilization shown is very less.
2. Contrary to the above situation, on the operations floor, associates do not have access to non-work related URLs. They cannot even open google.com. Every application they open, every file that they open is related to work.
3. Operations thought that this tool is not giving the correct picture of the utilization and is not dependable.
Infosys HR C&B
1. The internal productivity tracker captures the time spent on each activity and also gives the count of transactions that are completed in a day. Sapience on the other hand only shows time on each application.
In C & B process same applications can be used for multiple activities. Activity wise utilization is not available on from Sapience.
2. Transactions tracking should be available in the tool with all the list of activities and sub-activities that are performed by associates in Operations.
3. The bifurcation of work done in Sapience is very generic i.e. documentation, communication, browsing, System utilities etc... This bifurcation should be specific to the process. The tool should be configured based on the activities that are performed in operations of a particular process.
Infosys HR Help Desk
Associates in IS Team use screen sharing as a method to resolve queries. To troubleshoot customer queries, during the screen sharing process, associates need to observe what is happening on customers PC. Sometimes, this observation exceeds 5 mins. Because of non-activity for 5 mins, Sapience will capture this as offline time.
Infosys HR Payroll Team
1. Doubts if all tools are being used, are captured.
2. Service provider tools also need to be captured.
3. Non system time on Vendor Calls to be captured.
4. Web based tools such as Workbench are accessed through an IP Address. Sapience captures this as IE + IP Address and does not differentiate between apps used from that IP Address
Infosys HR ELC
The internal productivity tracker captures all the details at activity level, for every individual associate. This is a .net based application with access to real time data. Sapience does not give details of individuals at activity level. Hence productivity tracker is much easier to use.

10. Analysis Clustering of Descriptions for Non Adoption by Reasons
Process
Description
Reason
Infosys HR Help Desk
Sapience is installed on the desktops of the operations floor. If there is a need for one team to stretch in a particular shift and the team members of other shift need to login, there are no desktops available on the operations floor.
During Seat Crunch, associates occupy the desktops available in the common areas or at any other location in the same building. Sapience may not be installed on those PCs.
As Sapience is not installed on all the PCs, the data capture of the associates who logged into PCs outside the operations floor will not happen. This leads to incomplete data capture.
Seat Crunch
Infosys HR Payroll Team
Sapience is installed on operations floor. Due to non-availability of computers/ space on the operations floor, associates login from PCs like available on common areas.
In the common area PCs, Sapience may not be installed.
As Sapience is not installed in the common area PCs, there is at least 10% of population whose data is not captured by Sapience.

11. Analysis Clustering of Descriptions for Non Adoption by Reasons
Process
Description
Reason
Airtel
When the training happened, there was no data captured in Sapience. Hence only the overview of the product was given and supervisors were asked to try the tool.
Operations are not trained on how to read a Sapience Report and what to interpret from that report.
Sourcing and Interpretation
Infosys HR C&B
The reports that are available in Sapience are not explained in detail.
Infosys HR ECA HD
Internal Sapience team knew beforehand that the reports had to be scheduled to take a look at them. These reports should have been scheduled before the demo was planned. These reports should be showed to Operations during demo of the tool. This way, operations would get to see the reports and the explanation by internal Sapience team would make sense.
Infosys HR Recruitment
1. Supervisors need help on how to read Sapience data.
2. Supervisors do not understand what to interpret from the Sapience reports.
Whenever internal Sapience team sends any reports to operations, understanding of the reports should be checked with Operations. There should be a formal connect between internal Sapience team and operations after reports are dispatched.
Infosys HR Help Desk
Supervisors do not know what to interpret from the data of a Sapience report.

12. Analysis Clustering of Descriptions for Non Adoption by Reasons
Process
Description
Reason
Airtel
Internal Sapience team should hand-hold Operations for few months. The tool and its reports should be explained in detail.
Support Availability
Infosys HR C&B
Internal Sapience team should hand hold Operations and understand what reports would be required for a specific process. Once this is decided, Sapience team needs to train operations on how to generate reports and how to read data from reports.
Infosys HR Recruitment
1. There should be a small FAQ page available for operations to refer if there are any questions.
2. Internal Sapience team to hand hold operations team for a month or two and help operations to understand the tool in a detailed manner.
3. There is no escalation/ support matrix available on the operations floor to reach internal Sapience team.
No constant support available from internal Sapience team.
Infosys HR ELC
Most of the time spent is on outlook to respond to employee queries. Sapience provides the time spent on application. Sapience cannot provide the number of queries that the associate responded.
Technology Issues
Yahoo Ads Review
Auto sync from buddy to server not occurring for all users. Manual syncing is being recommended.
Yahoo Payment Fraud Review
In Sapience data from buddy will sync with server on a random 4 hour basis. This delay should be avoided.

13. Analysis Clustering of Descriptions for Non Adoption by Reasons
Process
Description
Reason
Infosys HR Help Desk
Supervisors are not completely aware of Sapience. They do not know the tools features and limitations.
Tool Features
Infosys HR C&B
Internally this team uses an SQL based tracker where data is captured and exported on a real time basis. Unlike Sapience, there is no delay in data sync. Whenever a supervisor exports the data from this productivity tracker, they will get the data until latest entry.
This tool does not need the reports to be scheduled. In Sapience we need to wait for one complete day if the report size is large.
Infosys HR Recruitment
Operations is not aware of the AHT feature in Sapience. This feature can be used for tracking transactions, manually.
There should be hand book on Sapience for the ease of using the tool.
Training Documentation
Infosys HR Payroll Team
There was no documentation shared with Operation on how to use the tool. Operations should be supplied with a hand book about the tool usage, for ease of access and understanding.
Infosys HR ECA HD
During the training session by internal Sapience team, there is no mention of any recorded training being available. There is not documentation provided on how to use the tool effectively. There should be a hand book available so that supervisor's reference.
Airtel
There should be documentation provided in the form of a hand book for ease of understanding the tool and its reports. Always referring to help documentation of the tool is not feasible.
Infosys HR ELC
No documentation was provided on how to use the tool. There should be a small hand book provided to Operations for ease of understanding and accessing Sapience.

14. Analysis
Pareto on Reasons for Non Adoption

15. Analysis
Pareto on Process Wise No. of Reasons

16. Analysis Top 5 Reasons  Sourcing & Interpretation
Process - wise Reasons (*Highlighted rows are the top 5 most occurring reasons)
Top 5 Reasons 
Sourcing & Interpretation
Sapience Configuration
Seat Crunch
Training Documentation
Comprehensive Training
Process Names
Airtel
Infosys HR Helpdesk
Infosys HR C&B
Infosys HR Payroll Team
Infosys HR ECA HD
Infosys HR ELC
Infosys HR Recruitment Team
Process Name
Reason for Non Adoption
Count of Reason
Infosys HR Help Desk
Sourcing & Interpretation 1
Sapience Configuration
Tool Features
Seat Crunch 3
New Hire Training
Support Availability
Governance Issues
Offline Assignment Issues
 TOTAL 10
Process Name
Reason for Non Adoption
Count of Reason
Infosys HR Recruitment
Awareness Issues 1
Tool Features
Support Availability
Offline Assignment Issues
Training Documentation
Sapience Configuration
Sourcing & Interpretation
   TOTAL 7
Process Name
Reason for Non Adoption
Count of Reason
Infosys HR ECA HD
Training Documentation 1
Comprehensive Training
Governance Issues
Sourcing & Interpretation
   TOTAL 4
Process Name
Reason for Non Adoption
Count of Reason
Infosys HR C&B
Comprehensive Training 1
Tool Features
Technology issues
Sapience Configuration
Sourcing & Interpretation
Support Availability
   TOTAL 6
Process Name
Reason for Non Adoption
Count of Reason
Airtel
Support Availability 1
Comprehensive Training
Training Documentation
Sapience Configuration
Sourcing & Interpretation
   TOTAL 5
Process Name
Reason for Non Adoption
Count of Reason
Infosys HR Payroll Team
Comprehensive Training 1
Sourcing & Interpretation
Seat Crunch 3
Training Documentation
Sapience Configuration
 TOTAL 7
Process Name
Reason for Non Adoption
Count of Reason
Yahoo Ads Review
Technology issues 1
TOTAL
   TOTAL
Process Name
Reason for Non Adoption
Count of Reason
Infosys HR ELC
Technology issues 1
Communication Issues
Training Documentation
Comprehensive Training
Sapience Configuration
  TOTAL 5
Process Name
Reason for Non Adoption
Count of Reason
Yahoo Payment Fraud Review
Technology issues 1
TOTAL
   TOTAL
Process Name
Reason for Non Adoption
Count of Reason
Orange NA
TOTAL
   TOTAL

17. Analysis
Q 1: How do we select an account for Sapience Deployment?
Based on the data gathered and interviews with process stakeholders, the key parameters that determine a successful Sapience Deployment are as follows:
Parameters
Internal Sapience Team Size
Engagement Size
Engagement Complexity
Engagement Type
Any scope for Automation?
Any cope for Lean?
Citrix Environment
Web based Citrix/Installed Version
If complete installed version, Can Sapience be deployed in the Citrix (with Client Permission)
Purpose of using Tool
Parameters
Data Updation (Org Sync): Can the internal sapience team and the operations come up with a way to automate the OrgSync?
Process-wise customization of Sapience: Can the Internal Sapience Team Meet at least 80% of the customization before deployment and finish the remaining 20 % within 2 months of the deployment.
Able to install Sapience on all computers
Internal Productivity Trackers: Can Sapience provide all the information that exists in internal productivity trackers such as time spent on each activity along with a count of transactions completed in a day ?

18. If the process size is large, then other criteria become important such as complexity, availability of support etc. Also, if the process has multiple sub-processes, then it is better to take one sub-process at a time to deploy Sapience.
Analysis
Internal Sapience team size becomes an important factor in deployment. If sufficient support is unavailable, the deployment needs to be moved till a time when support becomes available.
Q 1: How do we select an account for Sapience Deployment?
When the Engagement is new in Infosys, Operations will first focus on extracting value through methods such as Automation, lean etc. Therefore, Sapience will eventually take a back seat.
The following are the scenarios when Sapience should NOT be deployed.
When opportunities for Automation are available, then Engagement would use them first to reduce the cycle time rather than looking at the tool like Sapience.
When there is scope of Lean, Engagement would implement Lean Projects first before adopting Sapience
S.No
Deployment Factors
Options for Drop Down 1
Internal Sapience Team Size
Small/ Big
Small 2
Engagement Size
Small/ Large (>200 FTEs)
Large 3
Engagement Complexity
Simple/ Complex
Complex 4
Engagement Type
Old (Existing)/ New (New Engagement To Infy)
Old
New 5
Any Scope for Automation?
Yes/ No
Yes 6
Any Scope for Lean? 7
Citrix Environment 8
Web Based Citrix/ Installed Version of Citrix
Web Version/ Installed Version
Installed version 9
If complete installed version, Can Sapience be deployed in the Citrix (with Client Permission) No 10
Purpose of using the tool
FTE Reduction/ Increase Efficiency/ Reduce Cycle Time
FTE Reduction 11
Data Updation (Org Sync)
Manual/ Automated
Manual 12
Process-wise customization of Sapience: 13
Able to install Sapience on all computers
Yes/No 14
Internal Tracking Tool
If the process is on Citrix installed version, and there is no permission from the client to deploy Sapience on their network, Sapience will show only one activity i.e. time on Citrix. This is of limited value.
The purpose of the tool is not to reduce FTEs. This should be used to identify the gaps in utilization or to reduce the cycle times within any activity while processing a transaction/file/ report etc…
The initial deployment will be easy. However, as the Org Sync is manual, it will not be accurate/ timely. This will lead to skewed data. Engagement fails to adopt Sapience due to skewed reports.
If the tool cannot be customized then dependency increases on other tools and eventually Sapience will be discarded.
Process associates also use computers that are outside the operations floor. If these do not have Sapience, then data captured would be skewed
If the process already has an internal tracking tool that captures activities across time, as well as transactions processed, then there will be challenges with respect to adoption of Sapience.

19. Analysis Red: Do not proceed Green: Proceed
Q 1: How do we select an account for Sapience Deployment?
A simple tool to determine Deploy/Don’t Deploy Decisions

20. Analysis
Q 2: What would be a viable plan to deploy Sapience?
Infosys Sapience team already has a deployment plan. Based on the inputs gathered from observations and interviews at various processes, this deployment plan has been modified.
Note: Comprehensive training, Training documentation are among the top 5 reasons for non adoption. Therefore these two must be put on a critical path, during deployment.

21. Analysis
Q 3. Post deployment, what data should be seen (combine SLA with Sapience Data)
There are two main sources of information i.e. Sapience Reports and Operations Data. The following are some of the typical categories of data from both sources.
Sapience
Operational Data
Time spent by process associate on various applications on PC, on activities off PC, private time etc.
This time is then categorized and reported in numerous ways. E.g. some apps may be categorized as “Documentation” and total time on Documentation will be reported.
Data can be reported in various frequencies such as daily, weekly, monthly etc.
Most Operational data that are reported fall into these categories:
Productivity (no. of transactions processed in a day, time per transaction etc.)
Quality (overall quality scores, errors, accuracy % etc.)
TAT/SLA (Were transactions processed within the agreed time)
There are other metrics too, however the above metrics are common across all processes
Data is reported on a daily, weekly and monthly basis. Realtime data is not available.
Operations will continue using its current reports. Getting them to change these, is not a feasible option.
Sapience already provides a range of reports that can easily be viewed and downloaded, or sent by . Sapience (the company) confirms that it is possible to save any of these reports in specific folders/directories.

22. Analysis
Q 3. Post deployment, what data should be seen (combine SLA with Sapience Data)
The key opportunity in combining the data from these sources is as follows:
Operations Data is reported in chunks of “day”, “week” or a “month”. E.g. We can get information such as
“Mahesh processed 22 transactions on the 19th of January”, or, “Mahesh’s made 2 errors on the 19th of January.”
However, it would not be possible for operations to get the following insight:
“Mahesh processed 22 transactions on the 19th of January, while working on the AP software for 4 hours.
As we can see, there is a big difference in processing 22 transactions in a “day” versus 4 hours. Therefore, productivity, in this case, is getting under-reported.
Similarly, operations would not be able to get the following insight”
“Mahesh made 2 errors on the 19th of January while working on the AP software for 4 hours.”
“Mahesh made 1 errors on the 20th of January while working on the AP software for 3 hours.”
As we can see, measuring error rates per day will mean that day 2 was better. However, measuring error rates per hour will mean day 1 was better.

23. Analysis
Q 3. Post deployment, what data should be seen (combine SLA with Sapience Data)
Therefore, new graphs that combine productive time, with productivity or quality would be very useful for operations:
Ops Metrics
Sapience
New information
Date
Process Associate
Volume Processed
Time on Productive Apps (Activity)
Vol. Processed Per Hour
02/01/2017
Ravi 12
3.24
3.70
03/01/2017 14
5.32
2.63
04/01/2017 11
4.39
2.51
05/01/2017 15
6.12
2.45
06/01/2017
5.47
2.01

24. Analysis
Q 3. Post deployment, what data should be seen (combine SLA with Sapience Data)
Therefore, new graphs that combine productive time, with productivity or quality would be very useful for operations:
Ops Metrics
Sapience
Date
Process Associate
Accuracy
Time on Productive Apps (Activity)
02/01/2017
Ravi
98.50%
3.24
03/01/2017
97.60%
5.32
04/01/2017
97.93%
4.39
05/01/2017
97.30%
6.12
06/01/2017
97.52%
5.47

25. Analysis Scatter Plots can reveal interesting correlations
Q 3. Post deployment, what data should be seen (combine SLA with Sapience Data)
Scatter Plots can reveal interesting correlations
Ops Metrics
Sapience
New information
Date
Process Associate
Volume Processed
Time on Productive Apps (Activity)
Vol. Processed Per Hour
02/01/2017
Ravi 12
3.24
3.70
03/01/2017 14
5.32
2.63
04/01/2017 11
4.39
2.51
05/01/2017 15
6.12
2.45
06/01/2017
5.47
2.01

26. Analysis Scatter Plots can reveal interesting correlations
Q 3. Post deployment, what data should be seen (combine SLA with Sapience Data)
Scatter Plots can reveal interesting correlations
Ops Metrics
Sapience
Date
Process Associate
Accuracy
Time on Productive Apps (Activity)
02/01/2017
Ravi
98.50%
3.24
03/01/2017
97.60%
5.32
04/01/2017
97.93%
4.39
05/01/2017
97.30%
6.12
06/01/2017
97.52%
5.47

27. Analysis
Q 3. Post deployment, what data should be seen (combine SLA with Sapience Data)
Several types of tables and graphs can be created. Here are some possibilities:
Sl.
Sapience Data (X)
Operations Data (Y)
New Information (Z) 1
Time on Productive Apps
Impact of errors in Rs.
Rs. Impact per unit time on Productive Apps 2
TAT Miss
TAT Miss per unit time on Productive Apps 3
Online Time
Volume Processed
Volume Processed per unit time of online time 4
Quality
Variation in quality with Online time 5
TAT
TAT per hour of Online time
The objective is to combine useful Sapience data such as time on productive apps (that can be defined as an activity) with any relevant metric for operations.

28. MOST USEFUL SAPIENCE REPORTS FOR TEAM LEADERS (Daily/Weekly/Monthly)
Analysis
Important: Infosys BPO Legal team has advised that individual level visibility needs to be turned off in Sapience. However, many processes are already tracking activities and productivity at individual levels with internal trackers. Therefore, a case could be made that Sapience can be used to track individual level activities.
If individual level visibility is turned off, Supervisors do not find the data useful as they are unable to work with individual team members to improve overall utilization.
Q 3. Post deployment, what data should be seen (combine SLA with Sapience Data)
A Note on Sapience: Sapience’s reporting capabilities are not very user friendly. There are too many reports, most of which will not be used. The trend reports are not useful to all people. Also it is unlikely that operations will use data such as leaves, attendance, break monitoring, overtime etc. from Sapience in the short run. To increase adoption, it is important to create reports that are immediately useful to various levels. Here are some examples:
MOST USEFUL SAPIENCE REPORTS FOR TEAM LEADERS (Daily/Weekly/Monthly)
Overall Team Member Time Utilization
Target
Team Member Time Utilization on Activities
Target

29. Analysis
Q 3. Post deployment, what data should be seen (combine SLA with Sapience Data)
MOST USEFUL SAPIENCE REPORTS FOR MANAGERS TO PROCESS HEADS (Daily/Weekly/Monthly)
Comparative Time Utilization Across Teams
Comparative Activity Time Across Teams
Comparative Capacity Utilization Across Teams

30. Analysis
Q 3. Post deployment, what data should be seen (combine SLA with Sapience Data)
MOST USEFUL SAPIENCE REPORTS FOR MANAGERS TO PROCESS HEADS (Daily/Weekly/Monthly)
Comparative Online Time Trend
Comparative Time on Productive Apps Trend
Comparative Utilization Trend

31. Analysis
Q 3. Post deployment, what data should be seen (combine SLA with Sapience Data)
There are many other useful reports that Sapience can provide. However, it is not advisable to showcase all of them to Operations at one time. It would be better to have an approach wherein useful reports are showcased over time, after operations gets accustomed to using the basic reports.
Alternatively, it is possible that over time, Operations may approach the Sapience team and request for reports. Such situations would be ideal to introduce them to new reports that may be helpful.
In order to combine Operation and Sapience data, a reporting tool will need to be built. This tool will take data from Sapience (which will be present in pre-set folders) and from operations, to show new reports.
It is also advisable for Operations to use this reporting tool to view basic Sapience reports as shown in the previous slides.

32. Analysis
Q 4. Can deployment be done on Citrix environments ?
Based on discussions with Sapience Company officials, the following conclusions were reached:
Citrix Web Version
Citrix Installed Version
With the web version, Sapience is able to capture specific apps that the process associate uses. Therefore, time spent on such processes can be reported. However, there are web apps where the URL does not change even if the app changes. Sapience cannot capture app details in this case.
With the Citrix Installed Version, the process associate accesses the apps from within a window provided by Citrix. Therefore, the only information that Sapience can capture, is about time spent on that window, irrespective of the apps access through that window.
Sapience can be deployed in environments where the web version of Citrix is being used.
At the present time, it would not be possible for Sapience to capture app specific information in this version of Citrix, unless the client agrees to install Sapience on their servers.

33. Analysis Automation is possible as follows: Note:
Q 5. Is there a way to automate the whole data with the click of a button?
Automation is possible as follows:
Alcon & OrgSync
Sapience
Ops Metrics
Pre-Specified Folders
Reporting Tool For
Sapience Data
Combined Data
Browser
Mobile
Note:
1. Alcon and OrgSync automation is critical
2. Sapience (the company) will need to work with Infosys technology team to ensure that relevant data is saved in the pre-specified folders as required.
Unique URL view from Intranet, for internal apps

34. The End!