Well, that exact quote cannot be found in the Sherlock Holmes novels from Sir Arthur Conan Doyle. But it is used so often that it got “common use”.
And it fits perfect related to our latest enhancement of VoiceObjects (all versions!):
WATSON
Watson is a real elementary new tool for you and your communication with Voxeo Support regarding any VoiceObjects issue.

What is it all about?

Ever stumbled on “What data to send to support”?
Then the next quote comes into account:
“It is a capital mistake to theorize before one has data.” (The Adventures of Sherlock Holmes (1892))
As Voxeo Support always aims in getting better, we would like to get rid of these uncertainties.
For you to get the best support in the shortest time possible.
For us to avoid theorizing on your issue and getting lost in false assumptions.

Watson will help both of us!

Watson is a tool to collect all data of interest from your VoiceObjects instance. It will gather logs, settings, database information and some other things.
All these information go into one archive which can then easily be uploaded to the Evolution portal when opening a ticket or when support is asking for more data.

What is it not?

Watson is not designed to analyze your information
It is just the collector of information.
Therefore “You see, but you do not observe.” (The Adventures of Sherlock Holmes (1892)) is also true.

Analyzing your information is a task for the support team.
Additionally, we will be very happy to help you understand the file contents for your own assessment of issues!

Details?

Please see the knowledgebase article on Watson for a more detailed usage description.
The nice thing about Watson is that you can use it in older versions of VoiceObjects too – just get the setup archive from the knowledgebase article and get started!

Now some of you might think – “Hey, I have seen something similar already”. Yes, we copied ourselves. Shamelessly
Watson has been inspired by our Prophecy “Perry” tool which is located in your local Prophecy installation.
So in case of an issue while running Prophecy Pro on your premises you might be asked to run “prophecy run perry” and Watson.

Nice, isn’t it?
Many thanks to Jochen Fischer for this tool!

In October we opened our support knowledgebase for the public use.
Now I can present two new functionalities to you (one of them was already pre-announced in my last post). Both will help you – these changes enable you to provide feedback to us.
As every other company we are looking out for customer feedback to enhance our offering. So if you tell us what you think about the knowledgebase as such or about a certain article this will really help us to get better!

You have from now on two options to do so. You can add your vote to an article (“Is the article helpful or not?”) and you can add a more detailed comment.

Vote articles

Below the knowledgebase article you will see the following:

This is the place where you can tell us how you think about this article – anonymously! Just click on the thumbs-up logo if that article helped you. In case this article did not meet your requirements click on the thumbs-down (I hope you’ll never do that again, don’t you?).
Please login into your Evolution page (evolution.voxeo.com or evolution.voiceobjects.com) to vote.
You can vote multiple times on a given page, but only the most recent vote counts – in case you changed your mind.

Comment on an article

On the top of each article you will now see that the page has a second tab:

Open this second tab – and you will be able to see all comments for an article. And you will be able to add your own comment too!

To add comments to your page please choose the “add comment” link on the bottom of the comments page:

This will open a mask where you can add a comment – with a subject and your text:

Click “Save” to post your comment to the page.
Your comment will end in our support team – and from there we may add a response to the comment.
In case you think that a comment might not be appropriate – no problem, we are also standing by in case you send a mail to support@voxeo.com or open a support ticket in your Evolution account.

We will also be happy to receive a suggestion for a new article!