Tealeaf Architecture

8/10/2019 Tealeaf Architecture

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Tealeaf Architecture....


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Customer Experience Management(CEM) Suite

2012 IBM Corporation


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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.


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


Firewall


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Tealeaf CX Architecture: Capture (PCA)

Switch, Router,Load Balancer,

Firewalls

SPAN port,Mirror port

Or Tap


Application serversDatabases


Firewall

Tealeaf CX Passive

Capture:PCA

traffic data

Decrypt Privacy

Assemble


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Tealeaf CX Architecture: Process & Store


Firewalls


Or Tap




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


Firewalls


Or Tap




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


All-In-One

Datastore

Tealeaf CX Users

Passive

CaptureApplication(PCA)Server


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Data Flow: Multiple Capture Points

NetworkSwitchOr Tap

Passive


All-In-One

Datastore

Tealeaf CX Users

NetworkSwitchOr Tap

CaptureApplication

(PCA)Server


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Data Flow: Separate Processing andReporting Servers

NetworkSwitchOr Tap


Reporting

Server

Tealeaf CX Users

Processing

Server

Passive



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Data Flow: Separate Processing,Reporting & cxResults Servers

NetworkSwitchOr Tap

cxResultsServer


Reporting

Server

Tealeaf CX Users

Processing

Server

Passive



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Multiple Capture Points with HighData Volume

Network

SwitchOr Tap

ProcessingServer


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


Reporting

Server

Tealeaf CX Users

ProcessingServer

RoutingServer Passive

CaptureApplication

(PCA)Server


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Understanding the Passive Capture Function


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


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


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


.

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.


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.


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


Pri ac Management Areas


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Privacy Management Areas


Firewalls


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


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.



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Firewalls


Or Tap

1. UI Capture For sensitive client-side data. Requires UI Capture SDK to be

implemented. Privacy rules are configured by

Javascript.

Customers


Firewall

Tealeaf CX Passive

Capture

Tealeaf CXDatastore



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Firewalls


Or Tap

Customers

2. Passive Ca ture


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.



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Firewalls


Or Tap

Customers


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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Tealeaf Architecture

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