a) Daily Routine check:

• through daily scheduled emails from "Health check report"
• Login to FootfallCam Analytic Manager V9™>Setting> Device

1.1 Store Change Troubleshooting

1. Check with store staff and IT team is there any recent change on the store or IT system 

1.2 Offline Troubleshooting

1. Ask IT department is there any potential network issue
2. Get from store manager about the LED light color of the devices. Store Staff troubleshooting guide

1.3 Data Accuracy Concern

1. If the store staff raising the issue of suspecting inaccuracy, they can perform some checking and see if the issue is caused by one of the reasons in this workflow and the following checking will be explain in below.
2. Review Data integrity report to qualify the issue with the condition of :
   
   • Standard acceptance level of discrepancies is below 5% under normal circumstances. 
   • All the devices are online? 
   • All the devices has been certified? 
   • Is one of the device's live view is blocked?
   • Is one of device reposition/reallocate/store layout change?
   • All hours in the reported period has power log? 

1.4 Software Troubleshooting

1. Reproduce the problem the customer raise
2. Report the issue you have identified in support ticket. Please provide full detail of the exact nature of the issue (How/What/When it happened) in order to help to speed up the turnaround time. 

1.6 User Management 

1. If there's any New User Account Creation/ User Deletion  request, service desk responsible to create / delete the user according to this guide
2. If there's any user forget the user password to the account, Service desk will advise the user to "Reset the password" by following this guide. 
3. If there's any issue upon the process of adding/ deleting, please Raise a support ticket to FootfallCam for second line assist 

1.7 Site Management 

1. Change of Operating Hour. Refer Section 3.3.2.1 for updating the correct operating hour for the specific store  
2. Custom Operating Hour. Refer Section 3.3.2.1.2 Custom operating hours for setting up the special operating hour for special event/ day. 

2.0 Role Responsibilities

1. Store Staff
   • Their capabilities only stays within the store.
   • Responsible for checking and taking picture of the Device's LED color status in the store and PoE switch/midspan.
   • Responsible for checking the backroom for PoE Switch/midspan and ensuring the cable with People's counting sticker is plug firmly into the port.
   • Ensure placing the store ceiling decorations/baskets/trolleys 1 meter away from where the device is installed
2. Customer Helpdesk
   • Acting as 1st line support.
   • Receive notifications from either FootfallCam auto alert or store staff's tickets.
   • Create the incident and perform 1st line diagnosis on the issue.
   • Escalate abnormal issue to FootfallCam with details collected.
3. FootfallCam Support
   • Acting as 2nd line support.
   • Notify Service Desk on data and device health via automated email.
   • Receive abnormal issue from customer service desk via ticket and resolve them within SLA.

The post Overview Helpdesk Workflow appeared first on FootfallCam.

1. To provide the level 1 support to the end customer 
2. Time spent for first line is not more than 10 minutes on the issue checking 

Pre-Requisite 

1. Daily device health check alert 
2. Support ticket raised by customer 

SOP 

[FL-01] Daily Device Health Check  

1. Manual Health Check on V9 Portal
   • Login to V9 Company, go to Settings > Devices.
   • Device current Online status will show in the page as below sample (Blue light indicated online and Grey light indicated offline) 
2. Automated Offline Alert
   • Get the daily alert of the device showing offline in the past 24 hours. (this alert can be configured in V9 Portal> Email Scheduler> Daily Health Check) 
   • Sample Alert
3. If the device is offline, proceed to Triage checklist of the device status
   • What is the current LED shown on the device? (Photos/Videos Required)
     
   • Did the Light is ON at the network port with Footfallcam Labeled cable? (Photos/Videos Required)
   • If the power connected with FootfallCam switch/ Midspan has turned on? (Photos required)
   • Is the cable connected from midspan/switches to router properly plugged in? (Photos required) 
   • Any team has went to the store (e.g. Shop fitter, Network team) recently do the work on back office for any maintenance ? When?
   • If there's any network configuration changes for the store? E.g. Allocated IP address, DNS, Gateway
4. Refer to the Offline troubleshooting guide to perform the action plan 
5. Output: If the action has been carried out but the issue still persist, raise the ticket to Level 2 Support (FootfallCam) 

[FL-02] Daily Discrepancies Check 

1. Manual Discrepancies Check V9 Portal
   • Login to V9 Company, go to Site Reports > Date Integrity 
   • Discrepancies will be alerted if yesterday discrepancies >10% 
   • Sample
2. Go through the Data Integrity Report to check the live view to ensure there's no abnormal behavior on the live view (e.g. Blockage, Line Setting changed, layout changed, Power Log) 
3. If the device has discrepancies alert, proceed to the triage checklist as below:
   • When is this happened? 
   • If the device has been tuned/ verified? 
   • Any activities carry out at the entrance during that period? (e.g. Special promotion, distribute flyer) 
   • Any decoration dangling on the ceiling that blocked the live view? 
   • Operating hour set up correctly? 
   • Is the store operate as according to the preset operating hour? 
   • Any store refit carried out for the specific store? When? 
   • Any power log missing throughout the reported day? 
   • Any offline device for the specific store (only applicable for the store > 1 device) 
4. Refer the guideline to resolve the above issue 
5. If the issue still persist, raise a support ticket with the above questionnaire and provide the video proof of the inaccuracies 

[FL-03] Ticket Raised by Customer

1. Categorized the Issue 

2. Category	Qualification	Action
   Offline Issue	Follow FL-01	Follow FL-01
   Accuracy Concern	Follow FL-02	Follow FL-02
   Forget password	If the user having account in the system	Guideline for reset password
   User Account Creation Request	If the user is authorised to use the system?	Guideline for Configuration
   Operating Hour Change request	If the store manager will have the access right to configure that	Guideline for store manager to configure
   Software Bug	If service desk able to reproduce the same issue?	Raise Support ticket to FootfallCam with the proof of how this is happened in (video format)

The post First Line Support SOP appeared first on FootfallCam.

Note: Please take a clear picture of the people counter LED colour and also the PoE switch/midspan's LED light when escalating to IT helpdesk

Cabling Checking Guide

• Make sure cable that is connected to the counter and midspan/PoE switch is in good condition (not faulty) and have tightly plugged into the counter and midspan/PoE switch.
• Switch the network cable from the current port to another port on network switch.
• If the above troubleshooting still doesn't solve the issue, raise a support ticket to FFC team.

Please Raise a ticket in the support portal if the device is still not working after the above steps are completed.

How to do Hard Reboot

If the device shows Red LED, please power cycle the device by following the guide below

Please Raise a ticket in the support portal if the device is still not working after the above steps are completed.

The post Appendix A: Device Offline Troubleshooting appeared first on FootfallCam.

If there is high IN OUT discrepancy, investigate the reason with the below possibilities.

Check the Data Integrity Report

1. From the left-hand side, go to Site Reports then Data Integrity.

2. Click Options. Choose the store you want to access in the Site drop-down and the date in the Select Day then click Apply.

3. The Site Level is where we will see the overall data of the store.

4. The Device Level shows the data per device. We can distinguish it with the device name and serial number.

If the red and blue line has a huge misalignment, it means there is a huge discrepancy in the data.

5. The Device Power Log Hourly for the last 7 days shows what time the device was online. If there is a white gap in between, it means the device was power off during that time.

6. The Device Live View Photos is a snippet of what can be seen through the camera. It shows the latest view of the month. This will give us an idea if there were some changes or movements of the arrangements in the store which might be the reason of the discrepancy in the count.

Note: Zoom in the photo to see the date and time when the photo was taken.

• If you could find any symptom of causing the data inaccuracy, raise a support ticket to FFC team. For re-tuning the device

Missing Data

From Analytics Center, users may encounter missing data issue. The data can either be missing during certain hours in a day up to a whole day, a few days or even more. Users are able to determine since when the missing data issue happen by extending the date range for viewing.

Example of missing data:

Missing data issue might be happening on site level or device level, which may have different causes for each.

Some of the common causes of site level missing data are as below:

1. No device is allocated to the site
2. Site is not operating
3. Operating hours of the site have been set wrongly
4. Site data aggregation failed
5. All devices at the site have been deactivated
6. All devices at the site are currently offline
7. All devices at the site have been powered off during a certain period
8. The accuracy audit stage of all devices at the site are not '#3 Tuned' or '#4 Completed'
9. The usage of devices at the site is wrongly set
10. No device at the site is chosen with 'Site Entrance' usage
11. All devices at the site have been repositioned
12. Tracking lines of all devices at the site have been changed unauthorized

Some of the common causes of device level missing data are as below:

1. Device is currently offline
2. Device is now online but has been powered off previously
3. The device is not with the accuracy audit stage of '#3 Tuned' or '#4 Completed'
4. Store layout has been changed or device has been repositioned after the device is tuned or certified and the tracking zone does not fit anymore
5. The environment is too dark for the device to count
6. Tracking lines are changed unauthorized
7. Device daily data aggregation failed
8. Device is faulty

In order to determine the cause of missing data issue, please perform the steps in troubleshooting for either counting data as in 9.2.1.1 Missing Counting (IN OUT) Data or Wi-Fi data as in 9.2.1.2 Missing Wi-Fi Data.

Missing Counting (IN OUT) Data

STEP 1 - Ensure device(s) has been successfully allocated to the respective site by checking from Site Management & Health Check page.

If there is none, proceed with steps in 4.1 Adding New Device and make sure the device(s) in use is active and the diagnosis ends here. The missing data issue is not genuine.

STEP 2 - Ensure the site's operating hours are properly configured (refer 3.3.2.1 Operating Hour Setting for details). If it is wrong, reconfigure and the diagnosis ends here. The missing data issue is not genuine.

STEP 3 - Ensure all devices at the site are properly configured with usage (refer 4.2.3 Usage Identification for more information). If none of the device is chosen with 'Footfall Counting' (and 'Site Entrance' if the site data is missing), please choose the usage for the related devices and the diagnosis ends here. The missing data issue is not genuine.

STEP 4 - Ensure all active devices at the site are with the accuracy audit stage of either '#3 Tuned' or '#4 Completed' (refer 7.1.1 Accuracy Audit Stages for more information). If active device(s) at the site is not with the two stages, check if there is any related ticket for the site. This can be done by clicking on the 'Edit' for the site of interest and be redirected to the Site Detail page, navigate to the 'Related Ticket(s)' tab at the bottom.

If support ticket were raised previously informing the cause on why the accuracy audit is not completed, follow up with FootfallCam on this. Users can raise another support ticket to FootfallCam on the issue if the previous ticket has been closed. With this, the diagnosis ends here. The missing data issue is not genuine.

STEP 5 - Ensure all devices at the site do not have issues stated in Chapter 8: Device Health Check and Troubleshooting. If there is any, follow the steps stated in Chapter 8 and the diagnosis ends here. The missing data issue is not genuine.

STEP 6 - Check if there is any Data Aggregation related tag from Site Management & Health Check page.

If there is, end the diagnosis here and proceed with 9.2.4 Data Aggregation Troubleshooting.

STEP 7 - Check live view of the device(s) (refer 7.3.1.1 L:ive View Checking for more information) to see if it is having any of the following issues:

1. Live view blocked - follow action plan stated in 7.3.2 Constraints Affecting Counting Accuracy for Live View Blocked and the missing data issue is not genuine
2. Live view too dark - follow action plan stated in 7.3.2 Constraints Affecting Counting Accuracy for Dark Environment and the missing data issue is not genuine
3. Live view is blur - follow action plan stated in 7.3.2 Constraints Affecting Counting Accuracy for Blur Lens
4. Live view is covering a staircase/ slope - follow action plan stated in 7.3.2 Constraints Affecting Counting Accuracy for Staircase/ Slope Path/ Installed at a Tilted Angle and the missing data issue is not genuine
5. Live view is tilted - follow action plan stated in 7.3.2 Constraints Affecting Counting Accuracy for Staircase/ Slope Path/ Installed at a Tilted Angle and the missing data issue is not genuine
6. Entrance being covered is blocked - no action is required, and the missing data issue is not genuine
7. Tracking zone is not covering the walking path of visitors - raise a ticket to FootfallCam regarding this issue with the relative device serial
8. IN OUT line is missing - raise a ticket to FootfallCam regarding this issue with the relative device serial

STEP 8 - If none of the possible cause stated previously is related, users should raise a support ticket to FootfallCam by filling in the following information so that the checking can be done more efficiently:

1. Ticket Subject: Missing IN OUT Data
2. Category: Missing Data Issue
3. When does it happen? [state the start date of the issue]
4. Comment: Basic troubleshooting done on device configurations, device health check and live view. No issue was found but the site/ device data is missing. [other comments if any]
5. Attachment: related diagnosis screenshot (optional)

(Info: For more information on Raising a Support Ticket, please refer to 24.3 Raising an Issue.)

Missing Wi-Fi Data

STEP 1 - Ensure device(s) has been successfully allocated to the respective site by checking from Site Management & Health Check page.

If there is none, proceed with steps in 4.1 Adding New Device and make sure the device(s) in use is active and the diagnosis ends here. The missing data issue is not genuine.

STEP 2 - Ensure all devices at the site are properly configured with usage (refer 4.2.3 Usage Identification for more information). If none of the device is chosen with 'Wi-Fi Counting', please choose the usage for the related devices and the diagnosis ends here. The missing data issue is not genuine.

STEP 3 - Check if there is any related ticket for the site. This can be done by clicking on the 'Edit' for the site of interest and be redirected to the Site Detail page, navigate to the 'Related Ticket(s)' tab at the bottom.

If support ticket were raised previously related to Wi-Fi counting issue, follow up with FootfallCam on this. Users can raise another support ticket to FootfallCam on the issue if the previous ticket has been closed. With this, the diagnosis ends here.

STEP 4 - Ensure all devices at the site do not have issues stated in Chapter 8: Device Health Check and Troubleshooting. If there is any, follow the steps stated in Chapter 8 and the diagnosis ends here. The missing data issue is not genuine.

STEP 5 - If none of the possible cause stated previously is related, users should raise a support ticket to FootfallCam by filling in the following information so that the checking can be done more efficiently:

1. Ticket Subject: Missing Wi-Fi Data
2. Category: Missing Data Issue
3. When does it happen? [state the start date of the issue]
4. Comment: Basic troubleshooting done on device configurations and device health check. No issue was found but the site/ device data is missing. [other comments if any]
5. Attachment: related diagnosis screenshot (optional)

(Info: For more information on Raising a Support Ticket, please refer to 24.3 Raising an Issue.)

Abnormal Data/ Spike

While checking on the data, users might also come across abnormal data trend or spike issue. It might be happening on a particular day or at a particular hour every day.

Scenario 1 - When a user notices the counting is much higher/ lower on a particular day
STEP 1	Browse to Analytics Center and select the site/ device.
STEP 2	Choose the date range to be at least one week.
STEP 3	Select the related Metric and Day to view daily data.
STEP 4	Make comparison if user wish to view several Metric or Site at once.
STEP 5	Click Apply.
STEP 6	Compare the data from day to day, ideally to compare it with the same day (e.g. compare this Monday with past Mondays).
STEP 7	If the counting on a particular day is significantly higher/ lower than the other days, the counting on that day can be said to be abnormal.
Example

Scenario 2 - When a user notices the counting is much higher/ lower than the actual visitor counts everyday
STEP 1	Browse to Analytics Center and select the site/ device.
STEP 2	Choose a date.
STEP 3	Select the related Metric and Hour to view hourly data.
STEP 4	Make comparison between Dates.
STEP 5	Click Apply.
STEP 6	Check on the data to see if there is any spike at a particular hour.
STEP 7	If there is usual traffic at the site/ device's entrance at a particular hour, user can conclude the site's/ device's data at the hour to be abnormal.
Example

Listed below are some common causes of abnormal data/ spike issue:

for an Online and accuracy audit stage is '#4 Completed' device:

1. One or more devices are offline/ powered off
2. Store layout has been changed after the device is verified and the tracking zone does not fit anymore
3. Early closing of store which the door triggers noise when it is in tracking zone when it is closed
4. A sudden light change, either turning on of light when the environment is dark or it can be triggered by a flash of sunlight reflection too
5. Staff restocking while pushing a trolley with tall goods across the tracking lines

Compare the data after reset the Data Range to longer date in order to have a clearer view on the data trend. If a device is properly configured from user's side, online and verified but abnormal data/ spike is observed during operating hours, please raise a support ticket to FootfallCam regarding this Abnormal Data issue as this can be due to different causes and requires investigation.

(Info: For more information on Raising a Support Ticket, please refer to 24.3 Raising an Issue.)

Abnormal Data/ Spike for Counting (IN OUT) Data

STEP 1 - Ensure all devices at the site are properly configured with usage (refer 4.2.3 Usage Identification for more information). If some of the device is not chosen with 'Footfall Counting' but they are meant to, please choose the usage for the related devices and the diagnosis ends here. The abnormal data/ spike issue is not genuine.

STEP 2 - Ensure the site's operating hours are properly configured (refer 3.3.2.1 Operating Hour Setting for details). If it is wrong, reconfigure and the diagnosis ends here. The abnormal data/ spike issue is not genuine.

STEP 3 - Ensure all active devices at the site are with the accuracy audit stage of either '#3 Tuned' or '#4 Completed' (refer 7.1.1 Accuracy Audit Stages for more information). If active device(s) at the site is not with the two stages, check if there is any related ticket for the site. This can be done by clicking on the 'Edit' for the site of interest and be redirected to the Site Detail page, navigate to the 'Related Ticket(s)' tab at the bottom.

If support ticket were raised previously informing the cause on why the accuracy audit is not completed, follow up with FootfallCam on this. Users can raise another support ticket to FootfallCam on the issue if the previous ticket has been closed. With this, the diagnosis ends here. The abnormal data/ spike issue is not genuine.

STEP 4 - Ensure all devices at the site do not have issues stated in Chapter 8: Device Health Check and Troubleshooting. If there is any, follow the steps stated in Chapter 8 and the diagnosis ends here. The abnormal data/ spike issue is not genuine.

STEP 5 - Check if there is any Data Aggregation related tag from Site Management & Health Check page.

If there is, end the diagnosis here and proceed with 9.2.4 Data Aggregation Troubleshooting.

STEP 6 - Check if there is any 'IN OUT Discrepancy' tag from Site Management & Health Check page.

If there is, end the diagnosis here and proceed with 9.2.5 IN OUT Discrepancy Troubleshooting.

STEP 7 - Check live view of the device(s) (refer 7.3.1.1 L:ive View Checking for more information) to see if it having any of the following issues:

1. Live view blocked - follow action plan stated in 7.3.2 Constraints Affecting Counting Accuracy for Live View Blocked and the abnormal data/ spike issue is not genuine
2. Live view too dark - follow action plan stated in 7.3.2 Constraints Affecting Counting Accuracy for Dark Environment and the abnormal data/ spike issue is not genuine
3. Live view is blur - follow action plan stated in 7.3.2 Constraints Affecting Counting Accuracy for Blur Lens and the abnormal data/ spike issue is not genuine
4. Entrance being covered is blocked - no action is required and the abnormal data/ spike issue is not genuine
5. Tracking zone is not covering the walking paths of visitors - raise a ticket to FootfallCam regarding this issue with the relative device serial
6. IN OUT line is missing - raise a ticket to FootfallCam regarding this issue with the relative device serial

STEP 8 - If none of the possible cause stated previously is related, users should raise a support ticket to FootfallCam by filling in the following information so that the checking can be done more efficiently:

1. Ticket Subject: Abnormal Data/ Spike in Counting Data
2. Category: Footfall Data Accuracy Issues
3. When does it happen?: [state the start date of the issue]
4. Comment: Basic troubleshooting done on device configurations, device health check and live view. No issue was found but the site/ device data is inaccurate especially at hours [hours of issue]. [other comments if any]
5. Attachment: related diagnosis screenshot (optional)

(Info: For more information on Raising a Support Ticket, please refer to 24.3 Raising an Issue.)

Abnormal Data/ Spike for Wi-Fi Data

STEP 1 - Ensure all devices at the site are properly configured with usage (refer 4.2.3 Usage Identification for more information). If none of the device is chosen with 'Wi-Fi Counting', please choose the usage for the related devices and the diagnosis ends here. The abnormal data/ spike issue is not genuine.

STEP 2 - Check if there is any related ticket for the site. This can be done by clicking on the 'Edit' for the site of interest and be redirected to the Site Detail page, navigate to the 'Related Ticket(s)' tab at the bottom.

If support ticket were raised previously related to Wi-Fi counting issue, follow up with FootfallCam on this. Users can raise another support ticket to FootfallCam on the issue if the previous ticket has been closed. With this, the diagnosis ends here.

STEP 3 - Ensure all devices at the site do not have issues stated in Chapter 8: Device Health Check and Troubleshooting. If there is any, follow the steps stated in Chapter 8 and the diagnosis ends here. The abnormal data/ spike issue is not genuine.

STEP 4 - If none of the possible cause stated previously is related, users should raise a support ticket to FootfallCam by filling in the following information so that the checking can be done more efficiently:

1. Ticket Subject: Abnormal Wi-Fi Data/ Spikes in Wi-Fi Data
2. Category: Footfall Data Accuracy Issues
3. When does it happen?: [state the start date of the issue]
4. Comment: Basic troubleshooting done on device configurations and device health check. No issue was found but the site/ device data is abnormal/ having spike. [hours of concern (especially for spikes) if any] [other comments if any]
5. Attachment: related diagnosis screenshot (optional)

(Info: For more information on Raising a Support Ticket, please refer to 24.3 Raising an Issue.)

Over/ Under Counting for Counting Data

STEP 1 - Ensure all devices has been successfully allocated to the respective site by checking from Site Management & Health Check page.

If not all devices are allocated, proceed with steps in 4.1 Adding New Device and make sure the device(s) in use is active and the diagnosis ends here. The over/ under counting data issue is not genuine.

STEP 2 - Ensure the site's operating hours are properly configured (refer 3.3.2.1 Operating Hour Setting for details). If it is wrong, reconfigure and the diagnosis ends here. The over/ under counting data issue is not genuine.

STEP 3 - Ensure all devices at the site are properly configured with usage (refer 4.2.3 Usage Identification for more information). If some of the devices is not chosen with 'Footfall Counting' (and 'Site Entrance' if the site data is missing), please choose the usage for the related devices and the diagnosis ends here. The over/ under counting data issue is not genuine.

STEP 4 - Ensure all active devices at the site are with the accuracy audit stage of either '#3 Tuned' or '#4 Completed' (refer 7.1.1 Accuracy Audit Stages for more information). If active device(s) at the site is not with the two stages, check if there is any related ticket for the site. This can be done by clicking on the 'Edit' for the site of interest and be redirected to the Site Detail page, navigate to the 'Related Ticket(s)' tab at the bottom.

If support ticket were raised previously informing the cause on why the accuracy audit is not completed, follow up with FootfallCam on this. Users can raise another support ticket to FootfallCam on the issue if the previous ticket has been closed. With this, the diagnosis ends here. The over/ under counting data issue is not genuine.

STEP 5 - Ensure all devices at the site do not have issues stated in Chapter 8: Device Health Check and Troubleshooting. If there is any, follow the steps stated in Chapter 8 and the diagnosis ends here. The over/ under counting data issue is not genuine.

STEP 6 - Check if there is any Data Aggregation related tag from Site Management & Health Check page.

If there is, end the diagnosis here and proceed with 9.2.4 Data Aggregation Troubleshooting.

STEP 7 - Check live view of the device(s) (refer 7.3.1.1 L:ive View Checking for more information) to see if it having any of the following issues:

1. Live view blocked - follow action plan stated in 7.3.2 Constraints Affecting Counting Accuracy for Live View Blocked and the over/ under counting data issue is not genuine
2. Live view too dark - follow action plan stated in 7.3.2 Constraints Affecting Counting Accuracy for Dark Environment and the over/ under counting data issue is not genuine
3. Live view is blur - follow action plan stated in 7.3.2 Constraints Affecting Counting Accuracy for Blur Lens and the over/ under counting data issue is not genuine
4. Entrance being covered is blocked - no action is required and the over/ under counting data issue is not genuine
5. Tracking zone is not covering the walking path of visitors - raise a ticket to FootfallCam regarding this issue with the relative device serial
6. IN OUT line is missing - raise a ticket to FootfallCam regarding this issue with the relative device serial

STEP 8 - If none of the possible cause stated previously is related, users should raise a support ticket to FootfallCam by filling in the following information so that the checking can be done more efficiently:

1. Ticket Subject: Over/ Under Counting Data Issue
2. Category: Footfall Data Accuracy Issue
3. When does it happen?: [state the start date of the issue]
4. Comment: Basic troubleshooting done on device configurations, device health check and live view. No issue was found but the site/ device data is over/ under counting. [other comments if any]
5. Attachment: related diagnosis screenshot (optional)

(Info: For more information on Raising a Support Ticket, please refer to 24.3 Raising an Issue.)

Data Aggregation Troubleshooting

Data Aggregation is the aggregation of device minute data into site hourly or daily data. The process will automatically run but may failed due to some reasons.

When the process failed, the site will be tagged in orange with 'Data Aggregation' with the respective causes. There are 3 types of tags for 'Data Aggregation':

1. Data Aggregation: Partial - Insufficient Hour Uploaded
   • Reason: There is offline device(s) at the site, causing the site data to be incomplete.
   • Solution: Ensure all the device(s) are online to obtain the complete data.
   • Checking: Please refer to 8.1.1.1 Current Network Status
2. Data Aggregation: Partial - Power Off
   • Reason: One/ more device(s) is detected to be powered off during operating hours, causing the site data to be incomplete.
   • Solution: Ensure all device(s) are powered on in the future to prevent the issue from happening again.
   • Checking: 8.1.1.3 Power Status History
3. Data Aggregation: Failed
   • Reason: This is probably due to the running of the aggregation script has failed.
   • Solution: Raise a support ticket to FootfallCam on this issue (refer to 24.3 Raising an Issue to create a support ticket to FootfallCam).

IN OUT Discrepancy Troubleshooting

IN OUT Discrepancy is the percentage of the difference between IN count and OUT count of a site. It is normal for a site to have a small discrepancy between the IN and OUT counting due to environmental issues. However, only a discrepancy of less than 10% can be tolerated.

When yesterday's IN OUT discrepancy of a site exceeds 10%, the site will be tagged in red with 'IN OUT Discrepancy' with the respective discrepancy percentage.

There are several reasons which may lead to high IN OUT discrepancy of a site:

1. Low traffic
   • Reason: When the site traffic is low, a small difference between the IN OUT counting would easily lead to a high IN OUT discrepancy.
   • Therefore, when the site is having 'Low Traffic' tag at the same time, we should conclude the site is not having discrepancy issue even when there is 'IN OUT Discrepancy' tag.
2. One/ more devices at the site is offline/ powered off (for multiple device sites)
   • Reason 1: When there is any device at the site which is offline, its data will not be uploaded to the server and thus the site data is incomplete, causing high IN OUT discrepancy.
   • Solution 1: The data will be uploaded as soon as the device is connected back to the server.
   • Reason 2: If any of the device has been powered off during operating hours, the device will not be counting anymore and the data during those hours will be lost, thus the site data is incomplete and leads to high IN OUT discrepancy.
   • Solution 2: Lost data cannot be retrieved. DO NOT power off any active device during operating hours in the future to prevent this issue from happening again.
   • Checking: Please refer to 8.1.1.3 Power Status History
3. Entrances not fully covered
   • Reason: When not all entrances at the site is installed with FootfallCam device, visitors entering/ exiting through other entrance(s) will not be included into the counting and thus leading to high IN OUT discrepancy.
   • Solution: This could be solved once all the entrances of the site have been installed with FootfallCam device and correctly allocated to the site by checking with the site manager.
4. Live view of any device installed at entrance which is in used is blocked or the tracking line has been changed not by FootfallCam personnel
   • Reason 1: When the live view of any device is blocked, the device may not be counting properly and thus the site data will be incomplete.
   • Solution 1: Ensure live views of all devices are not blocked.
   • Checking 1: Check device's live view by accessing the home page of the device or from data integrity report (refer 7.3.1.1 Live View Checking for live view checking details).
   • Reason 2: When tracking zone has been changed unauthorized for any device, it may not be the best settings for the device and hence the device may not be counting accurately anymore, leading to high IN OUT discrepancy.
   • Solution 2: DO NOT try to adjust the tracking lines unless it's approved by FootfallCam. Raise a support ticket if the IN OUT discrepancy issue
5. Live view changed
   • Reason: When the device has been repositioned, the tracking zone may not fit the new position anymore. So the device may not be counting accurately and leads to high IN OUT discrepancy.
   • Solution: Raise a support ticket to FootfallCam to inform on the repositioning and request for reverification.

Raise a support ticket to FootfallCam if the IN OUT discrepancy issue is genuine (refer to 24.3 Raising an Issue to create a support ticket to FootfallCam).

Other Accuracy Issues

Whenever user is doubting the counting accuracy of any device but do not find any issue from Site Management & Health Check page or Analytics Center, before requesting for a reverification from FootfallCam, the user is expected to perform self-accuracy auditing to determine whether a verification request will be necessary, or whether it will be approved or not.

Once a user has scheduled a video and is ready to review the accuracy of the device, the user must bear the following in mind:

1. Children are meant to be excluded from the counting by FootfallCam
2. Individuals are only counted if they cross either the IN line, or the OUT line.
3. Individuals are meant to be excluded if they cross the exclusion line.
4. An individual is counted as soon as they exit the tracking zone.
5. If multiple visitors are entering and have crossed the IN or OUT line, each of the user will be counted.
6. Visitors that are hovering over an entrance will only be counted once.
7. Each line drawn will have different accuracy. While we cannot guarantee that the accuracy for both lines will be the same, we can guarantee they will be above 90%.

When the user has scheduled the video and review its accuracy according to the specifications above, the user can request for a reverification by raising a support ticket to FootfallCam, attaching the date and time of the checked videos and the counting accuracy in the ticket. Please note that following circumstance when FootfallCam personnel will consider the reverification

1. The reviewed accuracy is below 90%.
2. The reviewed sample size is above 20.

If the sample size of the scheduled video is 2 and there is a miss count of 1, it will affect in an accuracy of 50%. Under this condition, FootfallCam will not perform the reverification as there is insufficient sample size to reach the conclusion that the counting is inaccurate. The following table highlights the conditions in which a reverification will be approved and whether a surcharge will be apply or not.

The post Appendix B: Data Integration Report Diagnostic Guideline appeared first on FootfallCam.

1. Navigate to the menu bar on the left and open the Maintenance tab
2. Select the Support Portal option
3. A new window to the support portal will open

1.1 Assessments to be made before reporting an issue

Stores that are found to have an inaccuracy in the data may raise an alarm for FootfallCam personnel to investigate. However, the user must ensure that the data issue raised to FootfallCam personnel is not caused by false alarms. To investigate whether a site have data issues and its legitimacy:

1.2 FootfallCam Support Workflows

All support services and communications are conducted via the Support Portal module within the FootfallCam Analytic Manager. All users are provided with access into the Issue Tracker to report the current issues with their people counting devices. Once a user has reported their issues via the Issue Tracker, FootfallCam support personnel will diagnose the issue and reply directly for customer to act. The Issue Tracker facilitates the communicate between the user and FootfallCam support personnel.

1.2.1 General Support Enquiry 

The flowchart below is used to showcase the process of support from FootfallCam and how are issues reviewed. The flow chart will be reviewed every three months to ensure that it properly addresses all concerns the management has raised.

The control panel process in place to ensure that the agreed KPI service level is meant with a built-in workflow and contingency plan should unexpected issues arises. From the issue tracker, the management will have an overview of outstanding issues, each issue being tracked and with a defined action plan going forward.

1.2.2 Returned Merchandise Authorisation

To minimize the disruption and loss of counting data when a FootfallCam is defective, FootfallCam have established a returned merchandise authorisation process in place to hasten the process. With the RMA process, FootfallCam can ensure that the user devices will be properly diagnose and rectify remotely, prior to resorting to swapping out the device for a new one.

Users may make a request for an RMA unit through the FootfallCam Analytic Manager issue tracker. From there, FootfallCam personnel will perform the necessary diagnosis prior to approving the return for the unit and shipping out a new device to the user.

1.3 Raising an Issue

STEP 1 - Click on Maintenance > Support Portal to access the Support Portal page.

STEP 2 - Click on +Raise a Ticket button to access the Raise a Trouble Ticket page.

STEP 3 - Complete the process by entering all the required fields and click on Submit button.

2. Click Raise a Ticket and fill-up the form then Submit.

• Issue Level: Site Level
• Counter is not allocate: untick
• Site: Choose the store name
• lease select if it's counter specific issue: Select the device you want to report in the drop down
• Ticket Subject: High level description of the issue
  • Category: This will depend on the issue. Check the definition of the different categories below.
  • When does it happen?: Select the date
  • Comment: Answer the following questions
    • What is the problem?
    • Where did it occur?
    • When did it occur?
    • Which device?
    • How did it happen?
• Click Attach file if you need to include photos, screenshots, or videos in the ticket.
• CC: If another user needs to be copied in the ticket

Tickets Categories 

1.4 Manage Existing Ticket

STEP 1 - Click on Maintenance > Support Portal to access the Support Portal page.

STEP 2 - Click on the ticket to manage.

1.4.1 Section 1 - Ticket Info

1.4.2 Section 2 - Messages

Follow the steps as below to reply the messages:

STEP 1 - Click on + New Message button.

STEP 2 - Filling in the comment and click on Send button to complete the process.

1.4.3 Section 3 - Comment Box

1.4.4 Section 4 - Stage

1.5 FootfallCam Support Chat App 

1.5.1 FootfallCam Support Chat App Installation Link

STEP 1 - install the application from the mobile app store

(iOS) : https://apps.apple.com/us/app/footfallcam-support-app/id1535145101
(ANDROID) : https://play.google.com/store/apps/details?id=chat.ffc.support
(WINDOWS) : https://www.footfallcam.com/Content/data/documents/Support-Chat-App-Installer/Footfallcam-Support-Chat-App-Installer_Windows.exe
(HUAWEI / APK File) : https://www.footfallcam.com/Content/data/documents/Support-Chat-App-Installer/Footfallcam-Support-Chat-App-Installer_HUAWEI-APK_v1.0.6.11.apk

1.5.2 Log in Method

End-User Login Method

Step 1 - Click on the FFC Cloud / Reseller / Installer Login button to open a pop-up window.

Step 2 - Enter your email address and the password. Next, click the Login button to login to Support Chat App.

Login Email: (refer to FootfallCam Analytic Manager™ account Email Address)
Password: (refer to FootfallCam Analytic Manager™ account password) 

1.5.3 Change User Password

STEP 1 - Access to FootfallCam Analytic Manager™:V9 forgot password / V8 Forgot password
STEP 2 - Enter your email address and click on Submit for V9 / Enter your username and click on Submit for V8
STEP 3 - Check your inbox for the new password generated by FootfallCam server.
STEP 4 - Access to FootfallCam Analytic Manager™: http://v9.footfallcam.com with new generated password.
STEP 5 - Click on your username on the top right and select "Profile".
STEP 6 - Click on Change Password and enter your preferred password.
STEP 7- Click on Save to complete the process.

1.5.4 Adding New Users

End-User:

In order to be added into support chat group, you will need to have an Analytics Manager account created. If you does not have an account, kindly contact your Analytic Manager account admin to create a user for you, portal admin may refer to Analytics Manager New User Creation user guide for further information.

If you already have an Analytics Manager account, please contact your Reseller or FootfallCam Team to get approval by providing the Username and Support Chatroom Name.

STEP 1 - Create an FootfallCam Analytic Manager account for the email to be added into chat group if you do not have any yet. [Refer user guide here to create new user.]
STEP 2 - If you have an reseller, kindly raise to your reseller with support chat group name and username to get the approval to join respective support chat group. 
If you are directly under FootfallCam, kindly raise a support ticket with the support chat group name and username to get approval be added into the chat group. [Raise the ticket with category "Work Order Request".]
STEP 3 - Once the reseller / FootfallCam team review the case and approved, the user will be added into the chat group.

The post Appendix D: How to Raise a Support Request appeared first on FootfallCam.

Change Password for Device Setup Wizard  

STEP 1 - Click on Setting > Company to access the Company Setting Page.

STEP 2 - Enter the new password on "Default Device Setup Wizard Password" field or checked the tick box to hide the Wi-Fi SSID 

STEP 3 - Complete the process by entering all the required fields and click on Save button.

Change Password for Device SSID/ Hide Wi-Fi SSID 

Wi-Fi SSID from devices can be change centrally for all devices in the V9 control panel, store managers cannot change it at the device level

STEP 1 - Click on Setting > Company to access the Company Setting Page.

STEP 2 - Enter the new password on "Default Wi-Fi SSID Password" field / Tick Hide Wi-Fi SSID in order to hide it from searching.

STEP 3 - Complete the process by entering all the required fields and click on Save button.

WPA2 Encryption 

The Wi-Fi SSID is only accessible with Wi-Fi with WPA2 encryption. Device will not have access to the store's network even a user is connected to the device Wi-Fi with correct passcode.

Centrally Disable W-Fi Analytics 

Admin has the option to centrally disable the entire Wi-Fi analytic in V9 Control panel for all devices via device usage with Wi-Fi Counting Usage unchecked. 

STEP 1 - Click on Setting > Devices

STEP 2 - Under Device Settings and IT details uncheck the Wi-Fi Counting Usage type 

STEP 3 - Complete the process by entering all the required fields and click on Save button.

Apply Default Password to All Devices 

If Apply default password to all devices field has checked, the original manufacturer password will be set as default. 

The post Appendix E: Password Management for Device Level- Wi-Fi SSID appeared first on FootfallCam.

The post Appendix C: Store FootfallCam Operation Guide appeared first on FootfallCam.

Helpdesk plays the role of Incident Management within the Support Process. It is the first point of contact for any incident raised and is responsible for first line processing of incidents as well as coordination with Vendor 2nd Line Support.  

The role of Helpdesk is usually taken up by End User or Service Provider's system admins. 

2.0 Overview

Raising an Incident - Incidents can be raised to Helpdesk from 2 sources (Incident Creation via Automated System Health Scan & Manually by End Users). 

Incident Helpdesk - End User or Service Provider's System Admin will perform qualification and first line diagnosis on incidents. Each Incident will be categorised and given its own set of troubleshooting steps. Helpdesk may assign End Users with actions if needed.  

Escalate to 2nd Line Support - If incidents cannot be resolved, Helpdesk will raise it to the Vendor via support tickets. 

3.0 How does it work?

3.1 Auto Incident Alerts from System Health Scan

3.1.1 Receiving Incident Alerts

(1) Investigative Scan Results - FootfallCam Health Check System will scan through devices periodically and detect abnormal behaviours. Alerts for such instances will be sent to Helpdesk.

(2) Drill In to view Incident List - The scan results will be logged as incidents and can be viewed by accessing the Helpdesk Workspace.

(3) Customise Device Scanning rules - Configure the threshold, alert frequency, error message template, etc based on your own preference. 

3.1.2 Manage Incidents at Helpdesk Workspace

(1) Incident Categorisation - Each incident will be tagged automatedly with a category. Helpdesk can perform qualification of the incidents and manually re-categorise them if necessary.  

(2) Preliminary Diagnosis with Guide - A click on the category tag will direct Helpdesk to a list of questionnaires and steps to resolve the incident. Each incident category will have its own first line diagnosis steps. Helpdesk may assign relevant site managers an action to complete the questionnaire. Examples of incident categories:

• Suspected Offline Devices (when a device does not send a heartbeat for > 3 days)
• IN/OUT Discrepancy (when the difference between total Site IN and OUT count is > 10% at the end of day)

(3) Filter Incidents by preference - View incidents by Site / Device / Incident Category for further investigation.

3.1.3 Escalate Incidents to 2nd Line Support

If an incident cannot be resolved, Helpdesk may raise a support ticket to FootfallCam through the Support Portal. The scope and SLA for FootfallCam 2nd Line support will follow the agreed Service Level Agreement. 

3.2 Manually-Raised Incidents by End Users

3.2.1 End User Raising an incident via Support Portal

When End Users (Store Managers, etc) face an issue with the system, they can raise a support ticket through the Support Portal. These tickets will be processed by Helpdesk. End Users cannot escalate directly to FootfallCam 2nd Line Support.

3.2.2 Perform 1st Line Diagnosis

Helpdesk will qualify, categorise and perform first line diagnosis based on incident category. Helpdesk may assign actions to relevant End Users.    

3.2.3 Escalate to 2nd Line Support

If an incident cannot be resolved, Helpdesk may escalate to FootfallCam by changing the status of the support ticket. The scope and SLA for FootfallCam 2nd Line support will follow the agreed Service Level Agreement.  

The post Helpdesk Workspace appeared first on FootfallCam.