After you upgrade all Acoustic Tealeaf servers, verify that basic Tealeaf operations through the Portal are functioning as expected.
- Log in to the Portal as a regular Tealeaf user. Check various pages in the Portal to see that data is being properly received and displayed.
Note: When you log in to the Portal, you might notice that a message at the top of the window indicates that there is a delay in processing reporting data. During the period when the upgrade was completed, hits were received and were spooled until they were processed. In time, this message disappears.
- Log in to the Portal as an Administrator.
- Check that data is being properly received and displayed in the selections available in the Tealeaf menu.
- Perform the same Portal tests that you executed on the solution before the upgrade.
- If it is used in your Tealeaf solution, launch the CX RealiTea Viewer. Verify that you can see, search for, and replay sessions.
Check for Active Sessions
If all Acoustic Tealeaf services successfully restarted, you can verify capture of session data through the Portal.
- In the Portal menu, select Active > Sessions.
- Verify that a non-zero number of sessions is displayed.
- If no sessions are displayed, you can verify the state of your Windows pipelines. From the Portal menu, select System > TMS.
- The Tealeaf Management System is displayed.
- Click the Pipeline Status tab.
- You can verify that non-zero numbers of hits are being processed by your operational pipelines.
- If no hits are entering the pipeline, there may be an issue in the Tealeaf CX Passive Capture Application.
- The PCA might not capture enabled.
- The PCA might not be configured to deliver hits to the appropriate Transport Service.
Verify events
Verify that events are being properly displayed in the Portal.
- From the Portal menu, select Active > Events.
- If no events are displayed, click the
Include Zeroescheck box. - Verify that there are active events in the displayed. The event counts might not be relevant.
- If no events are appearing in the Tealeaf Portal and you had active events in your pre-upgrade Portal, you might need to reload the event definitions through the Database Manager.
Verify event activity
Compare to the previous Event Activity report.
- From the Portal menu, select Analyze > Event Activity.
- Compare the listed values to the Event Activity report that you exported before the upgrade.
Verify scorecards
Make sure that the scorecard data is available after the upgrade.
If you licensed Acoustic Tealeaf cxView in your pre-upgrade solution, verify that scorecard data is properly migrated.
At the top of the next hour after the upgrade is complete, scorecards are automatically recalculated. Wait until after the first successful top-of-the-hour Data Collector run occurs before you check the scorecard data.
In some cases, scorecard data is not successfully recalculated. If the data is not present after the Data Collector run, then troubleshooting steps are provided to address this issue.
Verify exported dashboards
Make sure that the dashboards are available after the upgrade.
- From the Dashboards menu, select one of the Dashboards that you exported from your pre-upgrade system.
Note: Do not use the Deprecated - Technical Site Metrics dashboard for comparison. It is included if you customized that dashboard and need to migrate those customizations to Release 8.1 or later, which includes a different version of the dashboard (Technical Site Metrics).
- Compare the data in the selected dashboard to the dashboard version that you exported before the upgrade.
- Repeat the steps for any other dashboards you may have exported.
Verify search templates
Make sure that the search templates are unaffected by the upgrade.
As part of the upgrade process, the Canister and Search Server identifiers are rebuilt in the database. After the upgrade is complete, verify that the default search servers identified in your search templates are valid. In the template properties, verify that the Search Server property is properly specified.
- Reconfigure cxReveal search templates.
You need to update the search templates after the upgrade. The Acoustic Tealeaf cxReveal Search database enables the capture of session attributes and storage of them in the Search database for immediate search access.
Note: If you configured cxReveal search templates to access the search database, these search templates need to be reconfigured after upgrade, as the method of populating them changed.
During the upgrade process, cxReveal search templates might have some search fields that are removed from them. If you captured screen capture as recommended of your cxReveal search template fields before upgrade, you may now re-create these fields in the upgraded cxReveal search templates.
Note: You should load each cxReveal search template field and save it again, which might prevent issues in the Search page.
Note: You should also verify that all upgraded search templates are still of the same type: cxImpact or cxReveal.
- Reconfigure LoginID and other attribute search fields. Review the attributes to make sure that they are still valid.
During the upgrade process, the LoginID and UserDef1-4 attributes are converted to LoginID and SessionAttributes1-4 in the new system.
Note: You should also verify that all upgraded search templates are still of the same type: cxImpact or cxReveal.
LoginID requires additional configuration before it is working properly in the upgraded system.
Search for completed sessions
Make sure that the sessions migrated as expected during the upgrade.
In the Portal, verify that completed sessions migrated.
- In the Portal menu, select Search > Completed sessions.
- Specify a search that should return a positive number of sessions.
- Execute the search and verify that sessions are returned.
- Check the Events column to verify that events are recorded for the sessions.
Check the Database Filegroup Size report
Make sure the report behaves as expected.
In the Portal, select System > System status > Database filegroup size.