Need PTC Performance Advisor to provide individual MTTX statistics

PhilippePradour · ‎Feb 10, 2016

At Schneider Electric we have implemented a user satisfaction monitoring based on Exit Logger that calculates the MTTX of each individual for a certain time sampling (month, week).

The users are then classified in 4 categories based on their individual experience

- Very Satisfied : high MTTX (example 48 hours)

- Satisfied : high MTTX (example 24 to 48 hours)

- Dissatisfied : low MTTX (example 8 to 24 hours)

- Very DIssatisfied : ver low MTTX (example : Under 8 hours)

Then we look at satisfaction histograms by region / facility / month, depending on the filters.

We came to this approach because we started to work with crash averages, global team MTTX but this is not so usefull

- a bad average is for sure a sign that things are goind really bad - still it might be created by a single person that has many crashes which results in a wrong undersrtanding of the team satisfaction

- a goo average does not necessary means everyone is satisfied.

See the attached ppt that I have presented at PTC Planet Live in June 2015

STEVEG · ‎Apr 29, 2016

This is good stuff Philippe. But I have a question.

1. You mention in the presentation a MTTX class. What is it? Did you create it yourself?

And unfortunately the recommendation part of performance advisor doesn't work very well. We have been using it on a select few users. A couple of them are in China and has Creo closing on them quite a bit. But I never got a recommendation until recently. I appreciate that it actually gave me one but I'm surprised it hasn't given one earlier.

PhilippePradour · ‎May 02, 2016

Hello Steve,

The MTTX class was built by Schneider Electic based on Exit Logger reports - this is a custom approach and this is not available for now in PTC Performance Advisor.

It is one of our strong requirements for future evolutions of PTC Performance Advisor.

We have not been able to use PTC Performance Advisor until recently due the version of Creo 2.0 that we have deployed, and we are currently deploying a more recent version that enables us to use the PTC Performance Advisor.

I am not too really suprised that it takes some time before the Performance Advisor makes a recommendation, because it probably needs several events to come to a relevant conclusion.

As far as I know, the PTC Performance Advisor is encrypting the users name and PC's name, making it quite difficult to figure out what are the users and PCs for which the recommendation is made : have you experienced this ? How have you resolved this ?

FYI : this is one of our 2nd big enhancement request : be able for admins, to resolve user name and PC, and agregate with our Active Directory in order to be able to build statistices and recommendations by facilities / countries.

I believe the value of the advisor shows after some time and requires a little effort to start with.

Best regards,

Philippe

STEVEG · ‎May 02, 2016

Philippe,

I have written how to identify the users and computer names in this post: How to identify a user in Performance Advisor

There have been discussions that people would like the option to show the users. There are not too many posts in this Performance Advisor forum. I suggest looking through them all.

DanielC.Nowitz · ‎May 02, 2016

Hi Steve, hi Philippe,

I have always been a fan of the MTTX classes deployed at Schneider Electric, it is a great idea. I would suggest filing a Product Idea for MTTX Classes for proper tracking and voting. Regarding User names, and host names; i hope you understand that they were intentionally omitted due to privacy concerns in some countries, we are however working on a solution that would not compromise privacy while giving you the detail that you need. For now, i suggest reviewing the post Steve mentions above that provides a workaround.

As Steve mentions, Recommendations have taken some time to flow, and this is for good reason. We recognize the power of automated issue detection and recommendation delivery, BUT it only works if the solution is accurate and can be trusted. Therefore we have very tight control over what gets released for automatic delivery to avoid mistakes as we ramp up the capability. We urge any customer to contact Technical Support if you feel you have received a specific recommendation in error so that we can improve the system. Rest assured; over time you will see more recommendations, and of greater variety as well.

Thanks for your feedback, please keep it coming

- Dan

PhilippePradour · ‎May 02, 2016

Hello Dan,

I strongly agree with the 2 main concepts outlined in your e-mail : privacy of usage data and accuracy of recommendations. There is no doubt that making a relevant recommendation requires time to gather several events and find a pattern.

We are just starting to deploy PTC Performance Advisor with Creo 2.0 M200 (previously we deployed M130) and we have not yet identified any concern (we knew about the encryptions and the current maturity).

I am looking forward having the solution you are depicting in your e-mail plus advanced statistics such as MTTX.

Please keep us updated,

Philippe

Marco_Tosin · ‎May 02, 2016

Hi Philippe,

we are using PA for Creo since last August and it helps us to improve the use of Creo, to reduce the number of unexpected exits and also to discover wrong behaviors of some users.

It is impossible to achieve these results without being able to identify users, so we are waiting for a solution from PTC, and in the meantime we use the solution proposed by Steve, BUT I also gave a possible solution to PTC (see my comment of February in below idea).

Enable Performance Advisor to show the real Login Name and Host Name of sessions instead of the mask...

This solution could solve privacy issue and also another BIG problem caused by case sensitive generation of UID

https://support.ptc.com/appserver/cs/view/solution.jsp?source=subscription&n=CS227143

PhilippePradour · ‎May 02, 2016

Hello Marco,

I do agree : it is very needed.

But also, I have seen some comments on your own post about privacy which I agree also agree with.

I think it is good that PTC, as a global editor, cares about user's privacy on the web : my expectation would be that they find a way to maintain privacy while enabling authorized administrators to identify PCs and users with problems for pro-active support.

rom past discussions with Dan, I know PTC are working on this and I am eager to see the result.

We have less emergency than others since we are currently relying on our big Exit Logger implementation !

Best regards,

Philippe

Marco_Tosin · ‎May 03, 2016

Hi Dan,

looking at my dashboard I saw a strange thing about the recommendations.

If you look at the first attached image you'll see only two recommendations.

I'm struggling with a user who has unexpected exits nearly every day in the last two months and I'm working hard to give him a solution.

Today a looked again at his sessions and I noticed that in his recommendations there is a new one (see below image), but this recommendation it is not in my dashboard.

This data are "flashing", above all text in the lower right corner window.

DanielC.Nowitz · ‎May 03, 2016

Hi Marco,

This is a bug in our system. It should not appear until it has been reviewed and approved by a TSE. I have reviewed and approved the recommendation now, please let me know if it appears in your main recommendation list now. I will track down the root cause and make sure unapproved recommendations are not visible until ready.

Sorry about this issue, and as always, thank you for bringing it to our attention.

- Dan

Marco_Tosin · ‎May 03, 2016

Hi Dan,

I confirm you that new recommendation is now visible in my dashboard and it doesn't flash anymore in User sessions.

Thanks.

olivierlp · ‎Jan 04, 2022

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