Application Information Document

CSS

Application Information Document:Version: 1.1

IBM

Document ID:CSS

Document Owner: Gopi Krishna Reddy Konda

Version Number: 1.1

Application Information Document

CSS

Version 1.1

Document Control Section

Version Number: 1.1

Authors

RoleName

GDC LeadGopi Krishna Reddy Konda

Reviewers

RoleName

GDC Delivery ManagerSwetansu Sarangi

Application Tech LeaderUnniKrishnan

Application Development Leader

Transition ManagerArun Arora

Transition Management Team Owner

RoleName

Application Tech Leader

Application Tech Leader

Application Development Leader

GDC Delivery Manager

Transition Manager

Revision History

Version #Description of ChangesIssue Date

0.1Initial draft05/17/11

0.2Modified for functional flow and data flow05/24/11

0.3Modified for architecture05/24/11

0.4Modified for Database Names06/28/11

0.5Modified Database name for Prod after Production Migration07/18/11

1.0Baselined07/20/11

1.1Modified for section 4.2,4.3 and 5.212/05/11

Table of Contents

1.OBJECTIVES5

2.Terminology and Acronyms6

3.APPLICATION OVERVIEW7

4.Application Platform8

4.1Platforms8

4.2Tools Used8

4.3Configuration Management8

4.4 (Billing) Architecture8

5.APPLICATION Structure11

5.1Functional Flow11

5.1.1Login:11

5.1.2Pricing11

5.1.3Invoicing16

5.1.4Mainfest17

5.1.5Reports17

5.1.6EOD18

5.2Data Flows19

5.2.1Pricing Engine20

5.2.2ManageRequest service24

6.Databases and Files27

6.1Internal Data flow27

6.2Databases28

6.3Internal Files32

6.4External System Interfaces34

6.5User Interfaces35

7.Application History38

7.1Typical Problems38

7.2Release History38

7.3Maintenance History38

8.Reference Documents39

1. OBJECTIVES

The objective of the Application Information Document (AID) is to provide members of the delivery team with an overview of the Customer Service Scorecard application. The AID describes the function, structure, configuration and the technical environment of the application. This document refers to any existing related documentation.

The AID will be used in conjunction with the Application Support Control Plan (ASCP) to support the application.

The delivery team will keep the AID throughout the life of the CSS application.

2. Terminology and Acronyms

Acronyms and terminology specifically used in this document are described below. Other acronyms commonly used can be found in the ASCP.

Terminology / AcronymsDefinition

1CSSCustomer Service Scorecard

2AIDApplication Information Document

3ASCPApplication Support Control Plan

3. APPLICATION OVERVIEW

CSS is an internal customer service employees performance management evaluation system.

The major sections includes as follows

Home,Reports,Global Links and Help.

When a collector logs into the application under home section he can see the following type of menu in left side

Scorecards

Scorecardwhich displays team members metric details for each month of the year selected.

Data InputHere an SS or SM can provide feedback to team for people section of scorecard of

associate.

Training Scorecardwe can see team,site,instructor,class start date,graduation date and function

details

Sears Training Scorecardwe can see associate,trainer,team,site,start date and end date details

Quality

Quality Pick Listwhich contains different forms

Quality Extract Report

Training Time Utilization

Time Entry

Modify Reference

Modify Reference Order

Training Time Utilization Report

Reports

Sales Scoreboard Adhoc Reports

Quality Transaction Details Report

Links

Issue Log

Employee Change Notification Form

ePay View Time

Approve Time

When a collector logs into the application under global links section he an see the following type of menu in left side

1. HR.Solutions.Applications

2. Citi Survey

3. Employee Info

4. Learning and Org Dev

Hierarchy of employees in this application is as follows

Collector/Associate

SS(Senior Supervisor) /Unit Manager

SM(Senior Manager)/Operations Manger

Team

Site

Category

Associate is monthly assigned with only one scorecard. These collectors are divided into different teams,will be supervised by SE.

Each month SS is assigned with different teams,the team may have different function

SS's will be supervised by SM's.

Types of scorecard's

General Sales

Service

Types of scorecard views

Monthly viewdisplays Client Financial,Client Experience,Client Internal,People and

Overall Performance skill set sections.

Yearly view--will display a report based on selected year and scorecard.

Summary view--displays Client Financial,Client Delight,Franchise,People and Overall Performance

Team viewhere Senior supervisor and Senior manager can see his teams scorecard.

Supervisor view

Senior manager view

Detail view

Format Caching

In monthly view scorecard we can see around 6 skill sets,each skill set contain different metrics which are having points and results.

In yearly view we can see all collectors monthly skill set points

In team view we can see all teams which internally display collector skill set points.

Email survey feedback under senior supervisor module

Scorecard contains following sections

Client Financial

Client Experience

Client Internal

People

Overall Performance

Client Financial contains following subsections

Bankcard Handle Time

Supervisor Handle Time

Emergency Handle Time

Assist Handle Time

Partner Oil Handle Time

ThankYou AAO Handle Time

4. Application Platform

Find below the Environment used for the application.

4.1 Platforms

Any Application that was created in Citi goes in the follow process.

Dev

QA

UAT

Prod

New modules/enhancements/bugs that developed in development environment will be updated in the TFS(Team Foundation Server) in the path suggested in the Issue tracker based on release once it was tested in development.

Once it moved to QA, the team will test the modifications as per BRD(Business Resource Document),if the changes are fine then that code/data changes will move to UAT.

Once it moved to UAT, the team will test the modifications as per BRD(Business Resource Document),if the changes are fine then that code/data changes will move to prod.

Finally Prod team will test and update the application in production once changes are fine

Throughout the process if anything goes wrong same process will repeat.

Here for UAT and Prod we need special access request from ARS with a task no.

Development

For CSS, nearly all .NET web development and basic testing is performed on our local machines. All SQL development is applied directly to the development database (which is shared by all CSS developers). There is a development web server and can be used at any time.

Web Server:DEVWEB202 / 169.193.209.42 / dev.hr.citicorp.com

SQL Server:DEVSQL201, 8101 (MSSQL 2008)

MachineOperating SystemUsed AsPurpose/Comments

DEVWEB202

/ 169.193.209.42 / dev.hr.citicorp.comWindows Server 2003Web ServerWhich contains development application code

DEVSQL201, 8101 (MSSQL 2008)Windows Server 2003Database ServerSQL development is applied directly to the development database (which is shared by all GTMS developers)

QA/SIT

Once development on an item has been completed, code will be deployed to the SIT environment. Here, the business analysts will test each item and provide feedback. Any items that do not pass testing will be returned for additional development.

Web Server:SITWEB201 / 169.193.209.44 / qa.hr.citicorp.com

SQL Server:SITSQL201, 8501 (MSSQL 2008)

UAT

Prior to releasing code to production, a ticket must be created to push that code to UAT. This environment is a duplicate of the production environment (code and data) and provides a way to verify that a production deployment will be successful. It is the last opportunity to ensure that all code changes will function properly.

Web Server:UATWEB201 / 169.193.209.51 / uat.hr.solutions.citigroup.net

SQL Server:COBSQL205, 8201 (MSSQL 2008)

PRD

This is our production environment. There are 13 virtual web servers in a load balanced web farm and one SQL server. As would be expected, this environment is restricted and monitored.

Web Server:VMPWEB300 311, VMPWEB325 / hr.solutions.citigroup.net (WS 2008)

SQL Server:PRDSQL321,8301(Sql Server 2008 R2)

Links:

Dev: https//:dev.hr.citicorp.com/scorecard/

QA: https//:qa.hr.citicorp.com/scorecard/

UAT: https//:uat.hr.solutions.citigroup.net/scorecard/

Online end user or prod link

https//:hr.solutions.citigroup.net/scorecard/

4.2 Tools Used

Front EndBack End

1VisualStudio2010(asp.net,javascript,xml)Sql Server 2008 R2

Sql Server 2005 BIDS

4.3 Configuration Management

CSS application uses TFS (Team foundation server) to manage the source of the CSS application.

Here for TFS we need to get access from your SME.

Click on Team Explorer (top right side besides properties button) in the visual studio

Click on PTR, in that click on Source Control

There we will find applications, Database...

We need to place our code change/data change in the respective release as scheduled in the task.

Steps for updating the file.

We need to click on the respective file and

We need to get latest file then click on Check out for Edit then

Choose Check Out option and click Check Out button.

Add your code by mentioning your task no, begin and end comments.

Compare it with old version; see your modifications in green color.

Once changes are fine as per your logic then click on Check In Pending changes

Path:$PTR/database/scorecard/trunk/

Path:$PTR/application/scorecard/Dev4.0/Dev4.0.February2012Release

4.4 CSS Architecture

Its a two tier application

In presentation layer we can see the following modules

Home

Reports

Global Links

Help

5. APPLICATION Structure

5.1 Functional Flow

When a citi web user send a request for the application,which is first taken by citi login application which will evaluate user credentials and his roles.

If user validated successfully then the application will be accessed with respective modules loaded as per him/her roles.

If user is not validated then it redirects with same page with error message.

5.2 Data Flows

Home module contains following sub modules as follows

Here when a citi web user send a request,the request is first taken by a web server where citi login application will validate his credentials,once it passes through then the application will load the menus based on user roles and privileges.

Based on user interaction with UI,data access layer will execute respective logic and interacts with database and gets the data and display it in user interface(UI/Presentation Layer).

Here report server will take the request and fetches data from db server and display it in report viewer of the application.

Here menu items will change based on hierarchy like Associate,SS and SE.

Jobs:

Following are the main jobs running in this application regard.

ArchiveSessionData

Assoc_Temp and PPH Goals

Assoc_Temp Feed

BusinessIntelExtract_SSIS

BusinessIntelImports

Calculate Scorecard Daily

Daily_CMSDB_Feed

Database Optimization - Issuelog.Subplan

Database Optimizations - Quickforms

Database Optimizations - SalesSB

Database Optimizations - Scorecard.Update stats

Database Optimizations - ScorecardV3 And SalesSB

DB Full backup.Subplan 1

DB Log Backups.Subplan 1

Epay - Employee Schedule Import

EPAY - GTA Import

EPAY - GTA Import

EPAY - SEC-App Import

GenerateAlertMsg

GenerateAlertMsg

Load CMS Weekly Skill Sets

Load Ranges

Load Scorecard Monthly Format

MortgageSales

Official_Feed_AssocUMOM

Populate GAP Table

QF delete nulls from QfRptMeasureData

Recycle_Error_Log

Refresh QF Reports

Refresh Report Hourly

ReportFailedJobs

Retail_OneStop

Retention

SB-StartStopWkshtExport-SQL

SC Diag

SC Import Sears NSR

Scorecard_Retention DAT File Move

Sears Training Sales Import

SearsRetention

sec_NotifyExpiry

W3Sales_Extract

5.3 Application Modules

The major sections includes as follows

Home,Reports,Global Links and Help.

When a collector logs into the application under home section he can see the following type of menu in left side

Scorecards

Scorecardwhich displays team members metric details for each month of the year selected.

Data InputHere an SS or SM can provide feedback to team for people section of scorecard of

associate.

Training Scorecardwe can see team,site,instructor,class start date,graduation date and function

details

Sears Training Scorecardwe can see associate,trainer,team,site,start date and end date details

Quality

Quality Pick Listwhich contains different forms

Quality Extract Report

Training Time Utilization

Time Entry

Modify Reference

Modify Reference Order

Training Time Utilization Report

Reports

Sales Scoreboard Adhoc Reports

Quality Transaction Details Report

Links

Issue Log

Employee Change Notification Form

ePay View Time

Approve Time

Program NameFunctional DescriptionExecution FrequencyLocation of Source Code

5.4 Shared Modules

Following table lists the common modules other than system software that are shared across applications

Program NameFunctional DescriptionExecution FrequencyLocation of the source codeOther applications that share the programApplication that supports the program

6. Databases and Files

6.1 Internal Data flow

NA

6.2 Databases

Scorecard Main database

Nahr.dbo.employee, - Contents employee details

PTRCommon.dbo.ErrorAudit Error Audit

Table NamePurpose/Description

DimAssociateWhich is main table,contains all data related to Asso,UM,OM,Site...

AssociateAssociate details

UnitManagerUnit Manger details

OperationsManagerOperations Manager details

TeamTeam details

SiteSite details

CategoryCategory details

SCTimeTimeId,start date and end date details

SCOwnerOwner details

SCScorecardTypeScore card type details

SCScorecardOwnerScorecard Owner details

EmailSurveyMainEmailSurveyMain details

EmailSurveyDetailEmailSurveyDetail information

SurveyQuestionSurvey Question details

SurveyAnswerSurvey Answer details

SurveyFeedbackFeedback details

EmailSurveyDisputeEmailSurveyDispute details

SCFormatFormat details

SCFormatDetailFormat details

SCDimattrib Dimension details

SCVARValue details

MAPTYPE Key value details

MAPTRAN Map details

SCDimTemplateCategory Template details

SkillSetSkill set details

2008_AllRnagesAll ranges information details

RangeRange details

RangeSourceRange source details

RangeDetailRange details

SCRD_CMS_SkillSet

SCACD

SCCMSSkill

SCDetailInput

SCDimValueDec

scumomdatainput

6.3 Internal Files

File NamePurpose/Description

6.4 External System Interfaces

ApplicationFile NameFunctional Description

6.5 User Interfaces

NameType

(Screen/Report)Description

7. Application History

7.1 Typical Problems

Invalid data entry for the reports

7.2 Release History

7.3 Maintenance History

8. Reference Documents

The Project Library consists of documents that can provide further information about the application. Documents related to the application includes

Document NameDocument LocationVersion NumberLast Update

(YY/MM/DD)

Presentation Layer

Database

Web User

CSS

Database

Validation

Not valid user

Valid User

Web User

CSS

Database

Validation

Not valid user

Valid User

Reports

Global Links

Help

Home

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