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Tealeaf Architecture....
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Customer Experience Management(CEM) Suite
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Customer Behavior Analysis Suite
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Customer Service Optimization Suite
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cxConnect Integration Suite
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Tealeaf CX Extended UI Capture
Tealeaf's CX Extended Edition broadens online visibility by: Capturing in-page interactions and client-side functions
executed by Rich Internet Application (RIA) technologies, such
as AJAX, Flash, and Flex.
2012 IBM Corporation
Powers cxOverstat, which shows aggregate user interactions asan overlay in BBR
This unmatched insight powers high-fidelity replay of thecomplete user experience and enables complex behavioralanalysis for key business processes.
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TEALEAF SYSTEM COMPONENTS OVERVIEW
2012 IBM Corporation7 1999 - 2012 Tealeaf an IBM Company. All Rights Reserved. Confidential and Proprietary.
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Tealeaf CX Architecture: Access Website
CustomersWeb servers
Application serversDatabasesSwitch, Router,Load Balancer,
Firewalls
Customers access yourWebsite
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Firewall
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Tealeaf CX Architecture: Capture (PCA)
Switch, Router,Load Balancer,
Firewalls
SPAN port,Mirror port
Or Tap
CustomersWeb servers
Application serversDatabases
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Firewall
Tealeaf CX Passive
Capture:PCA
traffic data
Decrypt Privacy
Assemble
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Tealeaf CX Architecture: Process & Store
Switch, Router,Load Balancer,
Firewalls
SPAN port,Mirror port
Or Tap
CustomersWeb servers
Application serversDatabases
2012 IBM Corporation
Firewall
Tealeaf CX Passive
Capture:PCA
Decrypt Privacy
Assemble
Tealeaf CXDatastore
Inspect Event
Correlate Index
Archive
Datastore serverprocesses and stores the
data
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Tealeaf CX Architecture: Products
Switch, Router,Load Balancer,
Firewalls
SPAN port,Mirror port
Or Tap
CustomersWeb servers
Application serversDatabases
2012 IBM Corporation
Firewall
Tealeaf CX Passive
Capture:PCA
Decrypt Privacy
Assemble
Tealeaf CXDatastore
Inspect Event
Correlate Index
Archive
cxViewcxImpactcxRevealcxVerify
cxResults
cxConnect
CEM Products access thedata
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Tealeaf Data Type - Overview
All Tealeaf data is composed of five parts: Captured Data : HTTP Data Stream captured by Tealeaf
(Request , Response , Hit , Session ). Canister Data : Derived data created from the HTTP Data Stream
(stored in several places and forms). Index : many, but not all words appearing in the HTTP Data Stream. Database : of aggregated counts and statistics collected from the Data Stream.
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Data Flow: Simple Configuration + cxResults
NetworkSwitchOr Tap
cxResultsServer
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All-In-One
Datastore
Tealeaf CX Users
Passive
CaptureApplication(PCA)Server
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Data Flow: Multiple Capture Points
NetworkSwitchOr Tap
Passive
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All-In-One
Datastore
Tealeaf CX Users
NetworkSwitchOr Tap
CaptureApplication
(PCA)Server
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Data Flow: Separate Processing andReporting Servers
NetworkSwitchOr Tap
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Reporting
Server
Tealeaf CX Users
Processing
Server
Passive
CaptureApplication(PCA)Server
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Data Flow: Separate Processing,Reporting & cxResults Servers
NetworkSwitchOr Tap
cxResultsServer
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Reporting
Server
Tealeaf CX Users
Processing
Server
Passive
CaptureApplication(PCA)Server
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Multiple Capture Points with HighData Volume
Network
SwitchOr Tap
ProcessingServer
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Reporting
Server
Tealeaf CX Users
NetworkSwitchOr Tap
ProcessingServer
PassiveCapture
Application(PCA)
Servers
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Single Capture Point with High DataVolume
NetworkSwitchOr Tap
ProcessingServer
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Reporting
Server
Tealeaf CX Users
ProcessingServer
RoutingServer Passive
CaptureApplication
(PCA)Server
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Understanding the Passive Capture Function
2012 IBM Corporation20 1999 - 2012 Tealeaf an IBM Company. All Rights Reserved. Confidential and Proprietary.
l ( )
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Passive Capture Application (PCA) Overview
What is it? The PCA captures and records the complete interaction between the visitor
and the Web application. It consists of a Linux server running a software component that collects the
captured data and organizes it into individual visitor sessions.
How does it work?
A network tap (or network switch spanning port) is used to transport the
2012 IBM Corporation
data to the PCA. The PCA performs various tasks that:
Identify Requests and corresponding Responses. Organize the Request and Responses into hits and sessions.
Enforce privacy rules for sensitive data and PPI Compliance. Decrypt data as necessary. Transports the data to the Tealeaf CX Server environment.
P i C S i h/T
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Passive Capture: Switch/Tap
Network Switch Or Tap
Web serversApplication servers
Databases
req
rsp
reqreq req
rsprsp
rspWeb Customers
req reqreq
req
rsp
rsprsp
rsp
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Passive CaptureApplication
First, ALL packets arecopied at the Network
Switch or Tapreqreqreq
req
rsp
rsprsp
P i C A li i D
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Passive Capture Application Data
Then the HTTP packets aredecrypted, paired, filtered,
compiled into sessions and
Network Switch or Tap
req
req
rsp
rsp
rsprsp
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.
Datastore / ProcessingServers
req
reqrsp
reqrsp
reqrsp
reqrsp
Wh t i Hit?
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What is a Hit?
About Hits Each Request/Response pair makes up a Hit.
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Wh t i S i ?
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What is a Session?
About Sessions Every Hit belongs to a Session. Hits are usually joined using a
Cookie-based method. Sessions can fragment:
Due to timeouts.
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Where Seen Listed in Active List and Search Results Replay (either RTV or BBR) Available for Event Conditions
When Available Created in Canister for Active Sessions Attributes exportable to cxConnect
. Across Tealeaf servers. Very large sessions.
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Privacy Configuration
2012 IBM Corporation26 1999 - 2012 Tealeaf an IBM Company. All Rights Reserved. Confidential and Proprietary.
Pri ac Management Areas
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Privacy Management Areas
Switch, Router,Load Balancer,
Firewalls
SPAN port,Mirror port
Or Tap
1. UI Capture For sensitive client-side data. Requires UI Capture SDK to be
implemented. Privacy rules are configured by
Javascript.
Customers
2. Passive Ca ture
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Firewall
Tealeaf CX Passive
Capture
Tealeaf CXDatastore
For sensitive data that may
need encryption or to blockdata completely.
Privacy rules are configured inthe PCA Web Console.
3. Windows Pipeline Multi-threaded, multi-instance
and sequential processingavailable.
Privacy rules are configured in
the TMS.
Privacy Management Areas
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Privacy Management Areas
Switch, Router,Load Balancer,
Firewalls
SPAN port,Mirror port
Or Tap
1. UI Capture For sensitive client-side data. Requires UI Capture SDK to be
implemented. Privacy rules are configured by
Javascript.
Customers
2012 IBM Corporation
Firewall
Tealeaf CX Passive
Capture
Tealeaf CXDatastore
Privacy Management Areas
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Privacy Management Areas
Switch, Router,Load Balancer,
Firewalls
SPAN port,Mirror port
Or Tap
Customers
2. Passive Ca ture
2012 IBM Corporation
Firewall
Tealeaf CX Passive
Capture
Tealeaf CXDatastore
For sensitive data that may
need encryption or to blockdata completely.
Privacy rules are configured inthe PCA Web Console.
Privacy Management Areas
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Privacy Management Areas
Switch, Router,Load Balancer,
Firewalls
SPAN port,Mirror port
Or Tap
Customers
2012 IBM Corporation
Firewall
Tealeaf CX Passive
Capture
Tealeaf CXDatastore
3. Windows Pipeline Multi-threaded, multi-instance
and sequential processingavailable.
Privacy rules are configured in
the TMS.
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Questions??
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