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    Andy Thomson
    Live dashboard - Oracle Rightnow Incidents with Google...
    Topic posted February 11, 2015 by Andy ThomsonRed Ribbon: 250+ Points 
    959 Views, 7 Comments
    Live dashboard - Oracle Rightnow Incidents with Google Analytics


    I'm new to Oracle RightNow so this may be way much simpler than I'm realising.

    I'm looking to create a series of dashboards that could be used to display live data across different transaction journeys that start and take place through our company website, so to display the Google Analytics data (eg. events and goal completions) alongside Oracle submitted incidents. 

    I've been looking at live data dashboards and frameworks like and Node.js but just wondered if that would work or if there's a better way to do this either by pulling/feeding this data from Oracle to them or vice-versa?

    Thanks for any suggestions!




    • Scott Harwell

      A more native approach would be to use desktop add-ins and pull the API data.  You could create a set of Analytics add-ins that pull the data into service cloud, which could expose the Google data to OSvC as native data.  Then, you could build reports and dashboards using native UI elements, preventing you from having to mess with a UI layer.  When the reports/dashboards auto-refresh, the add-ins will re-retrieve the data from the Google source, making them as "live" as your refresh rate.

    • Rajan Davis

      You can use the RightNow ConnectAPI to build a custom controller to query the data and use or Node.Js alongside Angular to create and manage the views. However, you would need to deploy a separate application to achieve this goal.

      If you want to build this into RightNow, I think Scott's suggestion would be more than adequate.

    • Andy Thomson

      Thanks Scott and Rajan, I was away on holiday last week - just saw your suggestions - both much appreciated!

      I am having a look at the Oracle desktop add-in framework documentation, if you've seen any good examples/teardowns of how to do this online even at a basic level please let me know. I'm not really a developer and haven't done .NET programming for a while now so I think this may be beyond my skills unless I can find walk-throughs to get started.

      Thanks again for your posts, at least I know it's possible! My previous discussions with Oracle themself hadn't suggested this was even doable.



    • Ryan Schofield

      I've had same experience Andy. Oracle always says they don't know how to do this yet I've seen it done. Wish I had the skills to do it

    • Scott Harwell

      Hi Andy,

      Building an add-in to perform this type of function isn't a small exercise and I don't think that you'll find a lot of tutorials that could start you at square one through implementation.  The Desktop Add-in documentation from Oracle is a great resource for a technical audience, but I think it might be a bit overwhelming for a newcomer.  Likely, your architecture would be comprised of a few add-ins; one to present and perform Google API authentication to the agent (since Google uses OAuth, this would be required), and then sets of Analytics Report or Dashboard add-ins that you could present real-time with incident data, as you mentioned.  That level of complexity doesn't lend well to a getting started guide; it's more advanced.  Your best bet with add-ins would be to start smaller and learn the add-in framework first, then pull in concepts from the Google libraries that could help you in .NET.

      If you have experience with web tools, then you could build the external app, as Rajan mentions, but you'd be limited to placing it in a browser control or keeping another window open next to Service Cloud.

    • Andy Thomson

      Thanks Scott, with what you've added and looking further into it, it's going to be beyond my skill level. I think the web app would be the same - it'd probably take Oracle buying Tableau to get me back in this game :)

      Ryan - I know how you feel! Though our account team have been really helpful overall. This is perhaps just something they're not as aware of or don't get asked about as much.

      Cheers for the comments!

    • Nisar

      There is also a not-so-ideal solution which works, but could be taxing on the resources if kept live for long duration of time. I'm posting it only for educational purposes and would highly recommended not using it.

      • This will require that you use a browser control to load a CP page in it. This CP page will act as the area where you will show your report data
      • In the CP page, keep polling at the intervals of 10 or 20 seconds to a custom controller via AJAX
      • From the custom controller, fetch the report data using the Report ID for new content
      • Use the returned data to plot graphs using a JS chart library like the YUI Charts or Google Charts