From: <Saved by Microsoft Internet Explorer 5>
Subject: destinationCRM.com: A New Forrester Wave Comes Ashore: End-User Experience Monitoring
Date: Mon, 22 Oct 2007 16:44:17 -0400
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      width=3D1><BR><B><FONT class=3DarticleHeadline>A New Forrester =
Wave Comes=20
      Ashore: End-User Experience Monitoring</FONT></B><BR><I><FONT=20
      class=3DarticleHeadline>Research firm delves into a new area of =
enterprise=20
      software: passive desktop agents.</FONT></I><BR><BR><FONT =
class=3Dbody>by <A=20
      class=3DbylineLink=20
      =
href=3D"mailto:editor@destinationCRM.com;%20mlager@destinationCRM.com">Ma=
rshall=20
      Lager</A></FONT><BR><FONT class=3Dbody><I>Monday, October 22,=20
      2007</I></FONT><BR><IMG height=3D16 alt=3D""=20
      src=3D"http://www.destinationcrm.com/images/color_clear.gif"=20
      width=3D1><BR><FONT class=3Dbody>
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        <TBODY>
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          <TD width=3D62 height=3D82><IMG height=3D82 alt=3D""=20
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            src=3D"http://www.destinationcrm.com/images/color_clear.gif" =

            width=3D1><BR></TD>
          <TD width=3D3>&nbsp;</TD></TR></TBODY></TABLE>Monitoring and =
performance=20
      management is hardly a new market, but industry analysis firm =
Forrester=20
      Research has now carved out a subsegment of that space -- Passive =
End User=20
      Experience Monitoring -- and deemed it worthy of separate =
assessment. As a=20
      result, the firm has launched a new Forrester Wave, noting that =
most=20
      performance management vendors have relatively old products or are =
very=20
      application-specific. This new Wave addresses broad-based, passive =

      technologies that can provide feedback on how individual users =
interact=20
      with applications, regardless of environment, in a form that is =
useful=20
      both to IT personnel and line managers.
      <P>The CRM value of these applications -- all of which focus on =
internal=20
      rather than customer-facing processes -- is clear for anyone who =
has=20
      interacted with a customer service or sales representative saddled =
with=20
      computer errors, the need to re-enter data, or a necessary =
workaround.=20
      Fixing that employee's user experience ultimately results not only =
in=20
      greater efficiency, but also improved customer interaction.
      <P>The field, as Forrester presents it, is sparse and closely =
competitive.=20
      Only four companies appear in the Wave at all, each close to the =
other in=20
      the Leaders section. The overall leader is Knoa Software with its=20
      Experience and Performance Manager (EPM) product, according to =
report=20
      author Jean-Pierre Garbani, vice president and principal analyst =
at=20
      Forrester. "The company's key aim is to provide a technology that =
is able=20
      to cover all the potential needs of an IT organization in terms of =
end=20
      user experience measurement," he writes in the report.
      <P>"EPM captures every error, including the error messages =
generated when=20
      a user makes a mistake -- not a problem where the designer is =
concerned,=20
      but a problem with end-user experience," says Lori Wizdo, vice =
president=20
      of marketing at Knoa. Because Knoa EPM details how end users are =
accessing=20
      applications, she says, it is "the only monitoring technology =
designed to=20
      collect, analyze, and report the metrics needed to simultaneously =
drive IT=20
      performance and corporate performance."
      <P>Knoa has competition, though. In particular, Forrester rates =
Serden=20
      Technologies higher in terms of strategy, though the firm puts =
Serden's=20
      current offering slightly behind Knoa's in terms of tehcnology and =
market=20
      share. "Serden's Interact ES is an intelligent agent that can be =
deployed=20
      with an N-tier reporting server for large-scale implementations," =
Garbani=20
      writes. "The agent is maintenance-free and does not require any=20
      preconfiguration."
      <P>The other two entrants in the inaugural Wave are Symphoniq and=20
      PremiTech. Symphoniq TrueView is aimed at problem resolution for =
Web-based=20
      applications, according to the report. "Consequently, the agent is =

      lightweight and downloaded through a Web page," Garbani writes. =
"The data=20
      the agent provides is correlated with data provided by the =
different=20
      components of a Web application--such as the Web server and =
application=20
      server--to provide a 360-degree view of the application."
      <P>While Symphoniq's market share is comparable to Serden's, =
PremiTech's=20
      presence is on par with that of Knoa, according to the report. =
PremiTech=20
      Performance Guard began life as an app for Citrix users, Garbani =
writes,=20
      but the target market changed when Citrix acquired PremiTech =
competitor=20
      Reflectent Software. "PremiTech has now adopted a =
software-as-a-service=20
      (SaaS) model, with a streamlined implementation and set-up to =
support it,"=20
      he writes. "Reporting is done though HTML, with a major bias =
toward=20
      problem-solving and performance root-cause analysis."
      <P>In summary, Garbani writes that the technologies used by these=20
      companies are more or less equivalent, and the major differences =
lie in=20
      the way they report information. "Focusing this evaluation on =
small=20
      creative vendors dedicated to passive agent experience monitoring =
as=20
      opposed to large multifarious enterprises allows us to examine the =
space's=20
      most innovative and generic technologies and leads us to a more =
balanced=20
      comparison."=20
      <P><BR><STRONG>Related articles:</STRONG>
      <P><A=20
      =
href=3D"http://www.destinationcrm.com/articles/default.asp?ArticleID=3D68=
08">Telecoms=20
      Blaze the Trail</A><BR><I>Industry innovators give customers more=20
      control.</I>
      <P><A=20
      =
href=3D"http://www.destinationcrm.com/articles/default.asp?ArticleID=3D62=
49">High=20
      Performance</A><BR><I>WFO suite vendors offer call centers =
increased ease=20
      of use, improved staffing, and lower business costs via new =
product=20
      packages </I>
      <P><A=20
      =
href=3D"http://www.destinationcrm.com/articles/default.asp?ArticleID=3D62=
23">Customer=20
      Demand Demands Performance Measurement</A>
      <P><A=20
      =
href=3D"http://www.destinationcrm.com/articles/default.asp?ArticleID=3D58=
65">CRM=20
      Failures: Are They Real?</A>
      <P>
      <P></FONT>
      <HR width=3D"100%" color=3D#cbcbcb SIZE=3D1>
      <FONT class=3Dbody>Find this article at:</FONT> <A =
class=3DbodyLink=20
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href=3D"http://www.destinationcrm.com/default.asp?NewsID=3D7303">http://w=
ww.destinationcrm.com/articles/default.asp?articleid=3D7303<BR><BR></A></=
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    <TD style=3D"FONT-SIZE: 10px; COLOR: #000000; FONT-FAMILY: verdana"=20
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var _uctr=3D"utm_term";		// term/keyword=0A=
var _ucct=3D"utm_content";	// content=0A=
var _ucid=3D"utm_id";		// id number=0A=
var _ucno=3D"utm_nooverride";	// don't override=0A=
=0A=
//-- Auto/Organic Sources and Keywords=0A=
var _uOsr=3Dnew Array();=0A=
var _uOkw=3Dnew Array();=0A=
_uOsr[0]=3D"google";	_uOkw[0]=3D"q";=0A=
_uOsr[1]=3D"yahoo";	_uOkw[1]=3D"p";=0A=
_uOsr[2]=3D"msn";		_uOkw[2]=3D"q";=0A=
_uOsr[3]=3D"aol";		_uOkw[3]=3D"query";=0A=
_uOsr[4]=3D"aol";		_uOkw[4]=3D"encquery";=0A=
_uOsr[5]=3D"lycos";	_uOkw[5]=3D"query";=0A=
_uOsr[6]=3D"ask";		_uOkw[6]=3D"q";=0A=
_uOsr[7]=3D"altavista";	_uOkw[7]=3D"q";=0A=
_uOsr[8]=3D"netscape";	_uOkw[8]=3D"query";=0A=
_uOsr[9]=3D"cnn";	_uOkw[9]=3D"query";=0A=
_uOsr[10]=3D"looksmart";	_uOkw[10]=3D"qt";=0A=
_uOsr[11]=3D"about";	_uOkw[11]=3D"terms";=0A=
_uOsr[12]=3D"mamma";	_uOkw[12]=3D"query";=0A=
_uOsr[13]=3D"alltheweb";	_uOkw[13]=3D"q";=0A=
_uOsr[14]=3D"gigablast";	_uOkw[14]=3D"q";=0A=
_uOsr[15]=3D"voila";	_uOkw[15]=3D"rdata";=0A=
_uOsr[16]=3D"virgilio";	_uOkw[16]=3D"qs";=0A=
_uOsr[17]=3D"live";	_uOkw[17]=3D"q";=0A=
_uOsr[18]=3D"baidu";	_uOkw[18]=3D"wd";=0A=
_uOsr[19]=3D"alice";	_uOkw[19]=3D"qs";=0A=
_uOsr[20]=3D"yandex";	_uOkw[20]=3D"text";=0A=
_uOsr[21]=3D"najdi";	_uOkw[21]=3D"q";=0A=
_uOsr[22]=3D"aol";	_uOkw[22]=3D"q";=0A=
_uOsr[23]=3D"club-internet"; _uOkw[23]=3D"q";=0A=
_uOsr[24]=3D"mama";	_uOkw[24]=3D"query";=0A=
_uOsr[25]=3D"seznam";	_uOkw[25]=3D"q";=0A=
_uOsr[26]=3D"search";	_uOkw[26]=3D"q";=0A=
_uOsr[27]=3D"szukaj";	_uOkw[27]=3D"szukaj";=0A=
_uOsr[28]=3D"szukaj";	_uOkw[28]=3D"qt";=0A=
_uOsr[29]=3D"netsprint";	_uOkw[29]=3D"q";=0A=
_uOsr[30]=3D"google.interia";	_uOkw[30]=3D"q";=0A=
_uOsr[31]=3D"szukacz";	_uOkw[31]=3D"q";=0A=
_uOsr[32]=3D"yam";	_uOkw[32]=3D"k";=0A=
_uOsr[33]=3D"pchome";	_uOkw[33]=3D"q";=0A=
=0A=
=0A=
//-- Auto/Organic Keywords to Ignore=0A=
var _uOno=3Dnew Array();=0A=
//_uOno[0]=3D"urchin";=0A=
//_uOno[1]=3D"urchin.com";=0A=
//_uOno[2]=3D"www.urchin.com";=0A=
=0A=
//-- Referral domains to Ignore=0A=
var _uRno=3Dnew Array();=0A=
//_uRno[0]=3D".urchin.com";=0A=
=0A=
//-- **** Don't modify below this point ***=0A=
var =
_uff,_udh,_udt,_ubl=3D0,_udo=3D"",_uu,_ufns=3D0,_uns=3D0,_ur=3D"-",_ufno=3D=
0,_ust=3D0,_ubd=3Ddocument,_udl=3D_ubd.location,_udlh=3D"",_uwv=3D"1";=0A=
var _ugifpath2=3D"http://www.google-analytics.com/__utm.gif";=0A=
if (_udl.hash) _udlh=3D_udl.href.substring(_udl.href.indexOf('#'));=0A=
if (_udl.protocol=3D=3D"https:") =
_ugifpath2=3D"https://ssl.google-analytics.com/__utm.gif";=0A=
if (!_utcp || _utcp=3D=3D"") _utcp=3D"/";=0A=
function urchinTracker(page) {=0A=
 if (_udl.protocol=3D=3D"file:") return;=0A=
 if (_uff && (!page || page=3D=3D"")) return;=0A=
 var a,b,c,xx,v,z,k,x=3D"",s=3D"",f=3D0;=0A=
 var nx=3D" expires=3D"+_uNx()+";";=0A=
 var dc=3D_ubd.cookie;=0A=
 _udh=3D_uDomain();=0A=
 if (!_uVG()) return;=0A=
 _uu=3DMath.round(Math.random()*2147483647);=0A=
 _udt=3Dnew Date();=0A=
 _ust=3DMath.round(_udt.getTime()/1000);=0A=
 a=3Ddc.indexOf("__utma=3D"+_udh);=0A=
 b=3Ddc.indexOf("__utmb=3D"+_udh);=0A=
 c=3Ddc.indexOf("__utmc=3D"+_udh);=0A=
 if (_udn && _udn!=3D"") { _udo=3D" domain=3D"+_udn+";"; }=0A=
 if (_utimeout && _utimeout!=3D"") {=0A=
  x=3Dnew Date(_udt.getTime()+(_utimeout*1000));=0A=
  x=3D" expires=3D"+x.toGMTString()+";";=0A=
 }=0A=
 if (_ulink) {=0A=
  if (_uanchor && _udlh && _udlh!=3D"") s=3D_udlh+"&";=0A=
  s+=3D_udl.search;=0A=
  if(s && s!=3D"" && s.indexOf("__utma=3D")>=3D0) {=0A=
   if (!(_uIN(a=3D_uGC(s,"__utma=3D","&")))) a=3D"-";=0A=
   if (!(_uIN(b=3D_uGC(s,"__utmb=3D","&")))) b=3D"-";=0A=
   if (!(_uIN(c=3D_uGC(s,"__utmc=3D","&")))) c=3D"-";=0A=
   v=3D_uGC(s,"__utmv=3D","&");=0A=
   z=3D_uGC(s,"__utmz=3D","&");=0A=
   k=3D_uGC(s,"__utmk=3D","&");=0A=
   xx=3D_uGC(s,"__utmx=3D","&");=0A=
   if ((k*1) !=3D ((_uHash(a+b+c+xx+z+v)*1)+(_udh*1))) =
{_ubl=3D1;a=3D"-";b=3D"-";c=3D"-";xx=3D"-";z=3D"-";v=3D"-";}=0A=
   if (a!=3D"-" && b!=3D"-" && c!=3D"-") f=3D1;=0A=
   else if(a!=3D"-") f=3D2;=0A=
  }=0A=
 }=0A=
 if(f=3D=3D1) {=0A=
  _ubd.cookie=3D"__utma=3D"+a+"; path=3D"+_utcp+";"+nx+_udo;=0A=
  _ubd.cookie=3D"__utmb=3D"+b+"; path=3D"+_utcp+";"+x+_udo;=0A=
  _ubd.cookie=3D"__utmc=3D"+c+"; path=3D"+_utcp+";"+_udo;=0A=
 } else if (f=3D=3D2) {=0A=
  a=3D_uFixA(s,"&",_ust);=0A=
  _ubd.cookie=3D"__utma=3D"+a+"; path=3D"+_utcp+";"+nx+_udo;=0A=
  _ubd.cookie=3D"__utmb=3D"+_udh+"; path=3D"+_utcp+";"+x+_udo;=0A=
  _ubd.cookie=3D"__utmc=3D"+_udh+"; path=3D"+_utcp+";"+_udo;=0A=
  _ufns=3D1;=0A=
 } else if (a>=3D0 && b>=3D0 && c>=3D0) {=0A=
  _ubd.cookie=3D"__utmb=3D"+_udh+"; path=3D"+_utcp+";"+x+_udo;=0A=
 } else {=0A=
  if (a>=3D0) a=3D_uFixA(_ubd.cookie,";",_ust);=0A=
  else a=3D_udh+"."+_uu+"."+_ust+"."+_ust+"."+_ust+".1";=0A=
  _ubd.cookie=3D"__utma=3D"+a+"; path=3D"+_utcp+";"+nx+_udo;=0A=
  _ubd.cookie=3D"__utmb=3D"+_udh+"; path=3D"+_utcp+";"+x+_udo;=0A=
  _ubd.cookie=3D"__utmc=3D"+_udh+"; path=3D"+_utcp+";"+_udo;=0A=
  _ufns=3D1;=0A=
 }=0A=
 if (_ulink && xx && xx!=3D"" && xx!=3D"-") {=0A=
   xx=3D_uUES(xx);=0A=
   if (xx.indexOf(";")=3D=3D-1) _ubd.cookie=3D"__utmx=3D"+xx+"; =
path=3D"+_utcp+";"+nx+_udo;=0A=
 }=0A=
 if (_ulink && v && v!=3D"" && v!=3D"-") {=0A=
  v=3D_uUES(v);=0A=
  if (v.indexOf(";")=3D=3D-1) _ubd.cookie=3D"__utmv=3D"+v+"; =
path=3D"+_utcp+";"+nx+_udo;=0A=
 }=0A=
 _uInfo(page);=0A=
 _ufns=3D0;=0A=
 _ufno=3D0;=0A=
 if (!page || page=3D=3D"") _uff=3D1;=0A=
}=0A=
function _uInfo(page) {=0A=
 var p,s=3D"",dm=3D"",pg=3D_udl.pathname+_udl.search;=0A=
 if (page && page!=3D"") pg=3D_uES(page,1);=0A=
 _ur=3D_ubd.referrer;=0A=
 if (!_ur || _ur=3D=3D"") { _ur=3D"-"; }=0A=
 else {=0A=
  dm=3D_ubd.domain;=0A=
  if(_utcp && _utcp!=3D"/") dm+=3D_utcp;=0A=
  p=3D_ur.indexOf(dm);=0A=
  if ((p>=3D0) && (p<=3D8)) { _ur=3D"0"; }=0A=
  if (_ur.indexOf("[")=3D=3D0 && =
_ur.lastIndexOf("]")=3D=3D(_ur.length-1)) { _ur=3D"-"; }=0A=
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 s+=3D"&utmn=3D"+_uu;=0A=
 if (_ufsc) s+=3D_uBInfo();=0A=
 if (_uctm) s+=3D_uCInfo();=0A=
 if (_utitle && _ubd.title && _ubd.title!=3D"") =
s+=3D"&utmdt=3D"+_uES(_ubd.title);=0A=
 if (_udl.hostname && _udl.hostname!=3D"") =
s+=3D"&utmhn=3D"+_uES(_udl.hostname);=0A=
 s+=3D"&utmr=3D"+_ur;=0A=
 s+=3D"&utmp=3D"+pg;=0A=
 if ((_userv=3D=3D0 || _userv=3D=3D2) && _uSP()) {=0A=
  var i=3Dnew Image(1,1);=0A=
  i.src=3D_ugifpath+"?"+"utmwv=3D"+_uwv+s;=0A=
  i.onload=3Dfunction() {_uVoid();}=0A=
 }=0A=
 if ((_userv=3D=3D1 || _userv=3D=3D2) && _uSP()) {=0A=
  var i2=3Dnew Image(1,1);=0A=
  =
i2.src=3D_ugifpath2+"?"+"utmwv=3D"+_uwv+s+"&utmac=3D"+_uacct+"&utmcc=3D"+=
_uGCS();=0A=
  i2.onload=3Dfunction() { _uVoid(); }=0A=
 }=0A=
 return;=0A=
}=0A=
function _uVoid() { return; }=0A=
function _uCInfo() {=0A=
 if (!_ucto || _ucto=3D=3D"") { _ucto=3D"15768000"; }=0A=
 if (!_uVG()) return;=0A=
 var =
c=3D"",t=3D"-",t2=3D"-",t3=3D"-",o=3D0,cs=3D0,cn=3D0,i=3D0,z=3D"-",s=3D""=
;=0A=
 if (_uanchor && _udlh && _udlh!=3D"") s=3D_udlh+"&";=0A=
 s+=3D_udl.search;=0A=
 var x=3Dnew Date(_udt.getTime()+(_ucto*1000));=0A=
 var dc=3D_ubd.cookie;=0A=
 x=3D" expires=3D"+x.toGMTString()+";";=0A=
 if (_ulink && !_ubl) {=0A=
  z=3D_uUES(_uGC(s,"__utmz=3D","&"));=0A=
  if (z!=3D"-" && z.indexOf(";")=3D=3D-1) { =
_ubd.cookie=3D"__utmz=3D"+z+"; path=3D"+_utcp+";"+x+_udo; return ""; }=0A=
 }=0A=
 z=3Ddc.indexOf("__utmz=3D"+_udh);=0A=
 if (z>-1) { z=3D_uGC(dc,"__utmz=3D"+_udh,";"); }=0A=
 else { z=3D"-"; }=0A=
 t=3D_uGC(s,_ucid+"=3D","&");=0A=
 t2=3D_uGC(s,_ucsr+"=3D","&");=0A=
 t3=3D_uGC(s,"gclid=3D","&");=0A=
 if ((t!=3D"-" && t!=3D"") || (t2!=3D"-" && t2!=3D"") || (t3!=3D"-" && =
t3!=3D"")) {=0A=
  if (t!=3D"-" && t!=3D"") c+=3D"utmcid=3D"+_uEC(t);=0A=
  if (t2!=3D"-" && t2!=3D"") { if (c !=3D "") c+=3D"|"; =
c+=3D"utmcsr=3D"+_uEC(t2); }=0A=
  if (t3!=3D"-" && t3!=3D"") { if (c !=3D "") c+=3D"|"; =
c+=3D"utmgclid=3D"+_uEC(t3); }=0A=
  t=3D_uGC(s,_uccn+"=3D","&");=0A=
  if (t!=3D"-" && t!=3D"") c+=3D"|utmccn=3D"+_uEC(t);=0A=
  else c+=3D"|utmccn=3D(not+set)";=0A=
  t=3D_uGC(s,_ucmd+"=3D","&");=0A=
  if (t!=3D"-" && t!=3D"") c+=3D"|utmcmd=3D"+_uEC(t);=0A=
  else  c+=3D"|utmcmd=3D(not+set)";=0A=
  t=3D_uGC(s,_uctr+"=3D","&");=0A=
  if (t!=3D"-" && t!=3D"") c+=3D"|utmctr=3D"+_uEC(t);=0A=
  else { t=3D_uOrg(1); if (t!=3D"-" && t!=3D"") =
c+=3D"|utmctr=3D"+_uEC(t); }=0A=
  t=3D_uGC(s,_ucct+"=3D","&");=0A=
  if (t!=3D"-" && t!=3D"") c+=3D"|utmcct=3D"+_uEC(t);=0A=
  t=3D_uGC(s,_ucno+"=3D","&");=0A=
  if (t=3D=3D"1") o=3D1;=0A=
  if (z!=3D"-" && o=3D=3D1) return "";=0A=
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 if (c=3D=3D"-" || c=3D=3D"") { c=3D_uOrg(); if (z!=3D"-" && =
_ufno=3D=3D1)  return ""; }=0A=
 if (c=3D=3D"-" || c=3D=3D"") { if (_ufns=3D=3D1)  c=3D_uRef(); if =
(z!=3D"-" && _ufno=3D=3D1)  return ""; }=0A=
 if (c=3D=3D"-" || c=3D=3D"") {=0A=
  if (z=3D=3D"-" && _ufns=3D=3D1) { =
c=3D"utmccn=3D(direct)|utmcsr=3D(direct)|utmcmd=3D(none)"; }=0A=
  if (c=3D=3D"-" || c=3D=3D"") return "";=0A=
 }=0A=
 if (z!=3D"-") {=0A=
  i=3Dz.indexOf(".");=0A=
  if (i>-1) i=3Dz.indexOf(".",i+1);=0A=
  if (i>-1) i=3Dz.indexOf(".",i+1);=0A=
  if (i>-1) i=3Dz.indexOf(".",i+1);=0A=
  t=3Dz.substring(i+1,z.length);=0A=
  if (t.toLowerCase()=3D=3Dc.toLowerCase()) cs=3D1;=0A=
  t=3Dz.substring(0,i);=0A=
  if ((i=3Dt.lastIndexOf(".")) > -1) {=0A=
   t=3Dt.substring(i+1,t.length);=0A=
   cn=3D(t*1);=0A=
  }=0A=
 }=0A=
 if (cs=3D=3D0 || _ufns=3D=3D1) {=0A=
  t=3D_uGC(dc,"__utma=3D"+_udh,";");=0A=
  if ((i=3Dt.lastIndexOf(".")) > 9) {=0A=
   _uns=3Dt.substring(i+1,t.length);=0A=
   _uns=3D(_uns*1);=0A=
  }=0A=
  cn++;=0A=
  if (_uns=3D=3D0) _uns=3D1;=0A=
  _ubd.cookie=3D"__utmz=3D"+_udh+"."+_ust+"."+_uns+"."+cn+"."+c+"; =
path=3D"+_utcp+"; "+x+_udo;=0A=
 }=0A=
 if (cs=3D=3D0 || _ufns=3D=3D1) return "&utmcn=3D1";=0A=
 else return "&utmcr=3D1";=0A=
}=0A=
function _uRef() {=0A=
 if (_ur=3D=3D"0" || _ur=3D=3D"" || _ur=3D=3D"-") return "";=0A=
 var i=3D0,h,k,n;=0A=
 if ((i=3D_ur.indexOf("://"))<0) return "";=0A=
 h=3D_ur.substring(i+3,_ur.length);=0A=
 if (h.indexOf("/") > -1) {=0A=
  k=3Dh.substring(h.indexOf("/"),h.length);=0A=
  if (k.indexOf("?") > -1) k=3Dk.substring(0,k.indexOf("?"));=0A=
  h=3Dh.substring(0,h.indexOf("/"));=0A=
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 h=3Dh.toLowerCase();=0A=
 n=3Dh;=0A=
 if ((i=3Dn.indexOf(":")) > -1) n=3Dn.substring(0,i);=0A=
 for (var ii=3D0;ii<_uRno.length;ii++) {=0A=
  if ((i=3Dn.indexOf(_uRno[ii].toLowerCase())) > -1 && =
n.length=3D=3D(i+_uRno[ii].length)) { _ufno=3D1; break; }=0A=
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 if (h.indexOf("www.")=3D=3D0) h=3Dh.substring(4,h.length);=0A=
 return =
"utmccn=3D(referral)|utmcsr=3D"+_uEC(h)+"|"+"utmcct=3D"+_uEC(k)+"|utmcmd=3D=
referral";=0A=
}=0A=
function _uOrg(t) {=0A=
 if (_ur=3D=3D"0" || _ur=3D=3D"" || _ur=3D=3D"-") return "";=0A=
 var i=3D0,h,k;=0A=
 if ((i=3D_ur.indexOf("://")) < 0) return "";=0A=
 h=3D_ur.substring(i+3,_ur.length);=0A=
 if (h.indexOf("/") > -1) {=0A=
  h=3Dh.substring(0,h.indexOf("/"));=0A=
 }=0A=
 for (var ii=3D0;ii<_uOsr.length;ii++) {=0A=
  if (h.toLowerCase().indexOf(_uOsr[ii].toLowerCase()) > -1) {=0A=
   if ((i=3D_ur.indexOf("?"+_uOkw[ii]+"=3D")) > -1 || =
(i=3D_ur.indexOf("&"+_uOkw[ii]+"=3D")) > -1) {=0A=
    k=3D_ur.substring(i+_uOkw[ii].length+2,_ur.length);=0A=
    if ((i=3Dk.indexOf("&")) > -1) k=3Dk.substring(0,i);=0A=
    for (var yy=3D0;yy<_uOno.length;yy++) {=0A=
     if (_uOno[yy].toLowerCase()=3D=3Dk.toLowerCase()) { _ufno=3D1; =
break; }=0A=
    }=0A=
    if (t) return _uEC(k);=0A=
    else return =
"utmccn=3D(organic)|utmcsr=3D"+_uEC(_uOsr[ii])+"|"+"utmctr=3D"+_uEC(k)+"|=
utmcmd=3Dorganic";=0A=
   }=0A=
  }=0A=
 }=0A=
 return "";=0A=
}=0A=
function _uBInfo() {=0A=
 var sr=3D"-",sc=3D"-",ul=3D"-",fl=3D"-",cs=3D"-",je=3D1;=0A=
 var n=3Dnavigator;=0A=
 if (self.screen) {=0A=
  sr=3Dscreen.width+"x"+screen.height;=0A=
  sc=3Dscreen.colorDepth+"-bit";=0A=
 } else if (self.java) {=0A=
  var j=3Djava.awt.Toolkit.getDefaultToolkit();=0A=
  var s=3Dj.getScreenSize();=0A=
  sr=3Ds.width+"x"+s.height;=0A=
 }=0A=
 if (n.language) { ul=3Dn.language.toLowerCase(); }=0A=
 else if (n.browserLanguage) { ul=3Dn.browserLanguage.toLowerCase(); }=0A=
 je=3Dn.javaEnabled()?1:0;=0A=
 if (_uflash) fl=3D_uFlash();=0A=
 if (_ubd.characterSet) cs=3D_uES(_ubd.characterSet);=0A=
 else if (_ubd.charset) cs=3D_uES(_ubd.charset);=0A=
 return =
"&utmcs=3D"+cs+"&utmsr=3D"+sr+"&utmsc=3D"+sc+"&utmul=3D"+ul+"&utmje=3D"+j=
e+"&utmfl=3D"+fl;=0A=
}=0A=
function __utmSetTrans() {=0A=
 var e;=0A=
 if (_ubd.getElementById) e=3D_ubd.getElementById("utmtrans");=0A=
 else if (_ubd.utmform && _ubd.utmform.utmtrans) =
e=3D_ubd.utmform.utmtrans;=0A=
 if (!e) return;=0A=
 var l=3De.value.split("UTM:");=0A=
 var i,i2,c;=0A=
 if (_userv=3D=3D0 || _userv=3D=3D2) i=3Dnew Array();=0A=
 if (_userv=3D=3D1 || _userv=3D=3D2) { i2=3Dnew Array(); c=3D_uGCS(); }=0A=
=0A=
 for (var ii=3D0;ii<l.length;ii++) {=0A=
  l[ii]=3D_uTrim(l[ii]);=0A=
  if (l[ii].charAt(0)!=3D'T' && l[ii].charAt(0)!=3D'I') continue;=0A=
  var r=3DMath.round(Math.random()*2147483647);=0A=
  if (!_utsp || _utsp=3D=3D"") _utsp=3D"|";=0A=
  var f=3Dl[ii].split(_utsp),s=3D"";=0A=
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   f[1]=3D_uTrim(f[1]); if(f[1]&&f[1]!=3D"") =
s+=3D"&utmtid=3D"+_uES(f[1]);=0A=
   f[2]=3D_uTrim(f[2]); if(f[2]&&f[2]!=3D"") =
s+=3D"&utmtst=3D"+_uES(f[2]);=0A=
   f[3]=3D_uTrim(f[3]); if(f[3]&&f[3]!=3D"") =
s+=3D"&utmtto=3D"+_uES(f[3]);=0A=
   f[4]=3D_uTrim(f[4]); if(f[4]&&f[4]!=3D"") =
s+=3D"&utmttx=3D"+_uES(f[4]);=0A=
   f[5]=3D_uTrim(f[5]); if(f[5]&&f[5]!=3D"") =
s+=3D"&utmtsp=3D"+_uES(f[5]);=0A=
   f[6]=3D_uTrim(f[6]); if(f[6]&&f[6]!=3D"") =
s+=3D"&utmtci=3D"+_uES(f[6]);=0A=
   f[7]=3D_uTrim(f[7]); if(f[7]&&f[7]!=3D"") =
s+=3D"&utmtrg=3D"+_uES(f[7]);=0A=
   f[8]=3D_uTrim(f[8]); if(f[8]&&f[8]!=3D"") =
s+=3D"&utmtco=3D"+_uES(f[8]);=0A=
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   s=3D"&utmt=3Ditem"+"&utmn=3D"+r;=0A=
   f[1]=3D_uTrim(f[1]); if(f[1]&&f[1]!=3D"") =
s+=3D"&utmtid=3D"+_uES(f[1]);=0A=
   f[2]=3D_uTrim(f[2]); if(f[2]&&f[2]!=3D"") =
s+=3D"&utmipc=3D"+_uES(f[2]);=0A=
   f[3]=3D_uTrim(f[3]); if(f[3]&&f[3]!=3D"") =
s+=3D"&utmipn=3D"+_uES(f[3]);=0A=
   f[4]=3D_uTrim(f[4]); if(f[4]&&f[4]!=3D"") =
s+=3D"&utmiva=3D"+_uES(f[4]);=0A=
   f[5]=3D_uTrim(f[5]); if(f[5]&&f[5]!=3D"") =
s+=3D"&utmipr=3D"+_uES(f[5]);=0A=
   f[6]=3D_uTrim(f[6]); if(f[6]&&f[6]!=3D"") =
s+=3D"&utmiqt=3D"+_uES(f[6]);=0A=
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  if ((_userv=3D=3D0 || _userv=3D=3D2) && _uSP()) {=0A=
   i[ii]=3Dnew Image(1,1);=0A=
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  }=0A=
  if ((_userv=3D=3D1 || _userv=3D=3D2) && _uSP()) {=0A=
   i2[ii]=3Dnew Image(1,1);=0A=
   =
i2[ii].src=3D_ugifpath2+"?"+"utmwv=3D"+_uwv+s+"&utmac=3D"+_uacct+"&utmcc=3D=
"+c;=0A=
   i2[ii].onload=3Dfunction() { _uVoid(); }=0A=
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 }=0A=
 return;=0A=
}=0A=
function _uFlash() {=0A=
 var f=3D"-",n=3Dnavigator;=0A=
 if (n.plugins && n.plugins.length) {=0A=
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   if (n.plugins[ii].name.indexOf('Shockwave Flash')!=3D-1) {=0A=
    f=3Dn.plugins[ii].description.split('Shockwave Flash ')[1];=0A=
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   }=0A=
  }=0A=
 } else if (window.ActiveXObject) {=0A=
  for (var ii=3D10;ii>=3D2;ii--) {=0A=
   try {=0A=
    var fl=3Deval("new =
ActiveXObject('ShockwaveFlash.ShockwaveFlash."+ii+"');");=0A=
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   catch(e) {}=0A=
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 }=0A=
 return f;=0A=
}=0A=
function __utmLinker(l,h) {=0A=
 if (!_ulink) return;=0A=
 var p,k,a=3D"-",b=3D"-",c=3D"-",x=3D"-",z=3D"-",v=3D"-";=0A=
 var dc=3D_ubd.cookie;=0A=
 if (!l || l=3D=3D"") return;=0A=
 var iq =3D l.indexOf("?"); =0A=
 var ih =3D l.indexOf("#"); =0A=
 if (dc) {=0A=
  a=3D_uES(_uGC(dc,"__utma=3D"+_udh,";"));=0A=
  b=3D_uES(_uGC(dc,"__utmb=3D"+_udh,";"));=0A=
  c=3D_uES(_uGC(dc,"__utmc=3D"+_udh,";"));=0A=
  x=3D_uES(_uGC(dc,"__utmx=3D"+_udh,";"));=0A=
  z=3D_uES(_uGC(dc,"__utmz=3D"+_udh,";"));=0A=
  v=3D_uES(_uGC(dc,"__utmv=3D"+_udh,";"));=0A=
  k=3D(_uHash(a+b+c+x+z+v)*1)+(_udh*1);=0A=
  =
p=3D"__utma=3D"+a+"&__utmb=3D"+b+"&__utmc=3D"+c+"&__utmx=3D"+x+"&__utmz=3D=
"+z+"&__utmv=3D"+v+"&__utmk=3D"+k;=0A=
 }=0A=
 if (p) {=0A=
  if (h && ih>-1) return;=0A=
  if (h) { _udl.href=3Dl+"#"+p; }=0A=
  else {=0A=
   if (iq=3D=3D-1 && ih=3D=3D-1) _udl.href=3Dl+"?"+p;=0A=
   else if (ih=3D=3D-1) _udl.href=3Dl+"&"+p;=0A=
   else if (iq=3D=3D-1) =
_udl.href=3Dl.substring(0,ih-1)+"?"+p+l.substring(ih);=0A=
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 } else { _udl.href=3Dl; }=0A=
}=0A=
function __utmLinkPost(f,h) {=0A=
 if (!_ulink) return;=0A=
 var p,k,a=3D"-",b=3D"-",c=3D"-",x=3D"-",z=3D"-",v=3D"-";=0A=
 var dc=3D_ubd.cookie;=0A=
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 var iq =3D f.action.indexOf("?"); =0A=
 var ih =3D f.action.indexOf("#"); =0A=
 if (dc) {=0A=
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  b=3D_uES(_uGC(dc,"__utmb=3D"+_udh,";"));=0A=
  c=3D_uES(_uGC(dc,"__utmc=3D"+_udh,";"));=0A=
  x=3D_uES(_uGC(dc,"__utmx=3D"+_udh,";"));=0A=
  z=3D_uES(_uGC(dc,"__utmz=3D"+_udh,";"));=0A=
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  k=3D(_uHash(a+b+c+x+z+v)*1)+(_udh*1);=0A=
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p=3D"__utma=3D"+a+"&__utmb=3D"+b+"&__utmc=3D"+c+"&__utmx=3D"+x+"&__utmz=3D=
"+z+"&__utmv=3D"+v+"&__utmk=3D"+k;=0A=
 }=0A=
 if (p) {=0A=
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  if (h) { f.action+=3D"#"+p; }=0A=
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   if (iq=3D=3D-1 && ih=3D=3D-1) f.action+=3D"?"+p;=0A=
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   else if (iq=3D=3D-1) =
f.action=3Df.action.substring(0,ih-1)+"?"+p+f.action.substring(ih);=0A=
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f.action=3Df.action.substring(0,ih-1)+"&"+p+f.action.substring(ih);=0A=
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 }=0A=
 return;=0A=
}=0A=
function __utmSetVar(v) {=0A=
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 if (!_uVG()) return;=0A=
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expires=3D"+_uNx()+";"+_udo;=0A=
 var s=3D"&utmt=3Dvar&utmn=3D"+r;=0A=
 if ((_userv=3D=3D0 || _userv=3D=3D2) && _uSP()) {=0A=
  var i=3Dnew Image(1,1);=0A=
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 if ((_userv=3D=3D1 || _userv=3D=3D2) && _uSP()) {=0A=
  var i2=3Dnew Image(1,1);=0A=
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i2.src=3D_ugifpath2+"?"+"utmwv=3D"+_uwv+s+"&utmac=3D"+_uacct+"&utmcc=3D"+=
_uGCS();=0A=
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 }=0A=
}=0A=
function _uGCS() {=0A=
 var t,c=3D"",dc=3D_ubd.cookie;=0A=
 if ((t=3D_uGC(dc,"__utma=3D"+_udh,";"))!=3D"-") =
c+=3D_uES("__utma=3D"+t+";+");=0A=
 if ((t=3D_uGC(dc,"__utmb=3D"+_udh,";"))!=3D"-") =
c+=3D_uES("__utmb=3D"+t+";+");=0A=
 if ((t=3D_uGC(dc,"__utmc=3D"+_udh,";"))!=3D"-") =
c+=3D_uES("__utmc=3D"+t+";+");=0A=
 if ((t=3D_uGC(dc,"__utmx=3D"+_udh,";"))!=3D"-") =
c+=3D_uES("__utmx=3D"+t+";+");=0A=
 if ((t=3D_uGC(dc,"__utmz=3D"+_udh,";"))!=3D"-") =
c+=3D_uES("__utmz=3D"+t+";+");=0A=
 if ((t=3D_uGC(dc,"__utmv=3D"+_udh,";"))!=3D"-") =
c+=3D_uES("__utmv=3D"+t+";");=0A=
 if (c.charAt(c.length-1)=3D=3D"+") c=3Dc.substring(0,c.length-1);=0A=
 return c;=0A=
}=0A=
function _uGC(l,n,s) {=0A=
 if (!l || l=3D=3D"" || !n || n=3D=3D"" || !s || s=3D=3D"") return "-";=0A=
 var i,i2,i3,c=3D"-";=0A=
 i=3Dl.indexOf(n);=0A=
 i3=3Dn.indexOf("=3D")+1;=0A=
 if (i > -1) {=0A=
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 return c;=0A=
}=0A=
function _uDomain() {=0A=
 if (!_udn || _udn=3D=3D"" || _udn=3D=3D"none") { _udn=3D""; return 1; }=0A=
 if (_udn=3D=3D"auto") {=0A=
  var d=3D_ubd.domain;=0A=
  if (d.substring(0,4)=3D=3D"www.") {=0A=
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 _udn =3D _udn.toLowerCase(); =0A=
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 return _uHash(_udn);=0A=
}=0A=
function _uHash(d) {=0A=
 if (!d || d=3D=3D"") return 1;=0A=
 var h=3D0,g=3D0;=0A=
 for (var i=3Dd.length-1;i>=3D0;i--) {=0A=
  var c=3DparseInt(d.charCodeAt(i));=0A=
  h=3D((h << 6) & 0xfffffff) + c + (c << 14);=0A=
  if ((g=3Dh & 0xfe00000)!=3D0) h=3D(h ^ (g >> 21));=0A=
 }=0A=
 return h;=0A=
}=0A=
function _uFixA(c,s,t) {=0A=
 if (!c || c=3D=3D"" || !s || s=3D=3D"" || !t || t=3D=3D"") return "-";=0A=
 var a=3D_uGC(c,"__utma=3D"+_udh,s);=0A=
 var lt=3D0,i=3D0;=0A=
 if ((i=3Da.lastIndexOf(".")) > 9) {=0A=
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  _uns=3D(_uns*1)+1;=0A=
  a=3Da.substring(0,i);=0A=
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   lt=3Da.substring(i+1,a.length);=0A=
   a=3Da.substring(0,i);=0A=
  }=0A=
  if ((i=3Da.lastIndexOf(".")) > 5) {=0A=
   a=3Da.substring(0,i);=0A=
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  a+=3D"."+lt+"."+t+"."+_uns;=0A=
 }=0A=
 return a;=0A=
}=0A=
function _uTrim(s) {=0A=
  if (!s || s=3D=3D"") return "";=0A=
  while ((s.charAt(0)=3D=3D' ') || (s.charAt(0)=3D=3D'\n') || =
(s.charAt(0,1)=3D=3D'\r')) s=3Ds.substring(1,s.length);=0A=
  while ((s.charAt(s.length-1)=3D=3D' ') || =
(s.charAt(s.length-1)=3D=3D'\n') || (s.charAt(s.length-1)=3D=3D'\r')) =
s=3Ds.substring(0,s.length-1);=0A=
  return s;=0A=
}=0A=
function _uEC(s) {=0A=
  var n=3D"";=0A=
  if (!s || s=3D=3D"") return "";=0A=
  for (var i=3D0;i<s.length;i++) {if (s.charAt(i)=3D=3D" ") n+=3D"+"; =
else n+=3Ds.charAt(i);}=0A=
  return n;=0A=
}=0A=
function __utmVisitorCode(f) {=0A=
 var r=3D0,t=3D0,i=3D0,i2=3D0,m=3D31;=0A=
 var a=3D_uGC(_ubd.cookie,"__utma=3D"+_udh,";");=0A=
 if ((i=3Da.indexOf(".",0))<0) return;=0A=
 if ((i2=3Da.indexOf(".",i+1))>0) r=3Da.substring(i+1,i2); else return =
"";  =0A=
 if ((i=3Da.indexOf(".",i2+1))>0) t=3Da.substring(i2+1,i); else return =
"";  =0A=
 if (f) {=0A=
  return r;=0A=
 } else {=0A=
  var c=3Dnew =
Array('A','B','C','D','E','F','G','H','J','K','L','M','N','P','R','S','T'=
,'U','V','W','X','Y','Z','1','2','3','4','5','6','7','8','9');=0A=
  return =
c[r>>28&m]+c[r>>23&m]+c[r>>18&m]+c[r>>13&m]+"-"+c[r>>8&m]+c[r>>3&m]+c[((r=
&7)<<2)+(t>>30&3)]+c[t>>25&m]+c[t>>20&m]+"-"+c[t>>15&m]+c[t>>10&m]+c[t>>5=
&m]+c[t&m];=0A=
 }=0A=
}=0A=
function _uIN(n) {=0A=
 if (!n) return false;=0A=
 for (var i=3D0;i<n.length;i++) {=0A=
  var c=3Dn.charAt(i);=0A=
  if ((c<"0" || c>"9") && (c!=3D".")) return false;=0A=
 }=0A=
 return true;=0A=
}=0A=
function _uES(s,u) {=0A=
 if (typeof(encodeURIComponent) =3D=3D 'function') {=0A=
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  else return encodeURIComponent(s);=0A=
 } else {=0A=
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}=0A=
function _uUES(s) {=0A=
 if (typeof(decodeURIComponent) =3D=3D 'function') {=0A=
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 } else {=0A=
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}=0A=
function _uVG() {=0A=
 if((_udn.indexOf("www.google.") =3D=3D 0 || _udn.indexOf(".google.") =
=3D=3D 0 || _udn.indexOf("google.") =3D=3D 0) && _utcp=3D=3D'/' && =
_udn.indexOf("google.org")=3D=3D-1) {=0A=
  return false;=0A=
 }=0A=
 return true;=0A=
}=0A=
function _uSP() {=0A=
 var s=3D100;=0A=
 if (_usample) s=3D_usample;=0A=
 if(s>=3D100 || s<=3D0) return true;=0A=
 return ((__utmVisitorCode(1)%10000)<(s*100));=0A=
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function urchinPathCopy(p){=0A=
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 sx=3Dsx.toGMTString()+";";=0A=
 for (i=3D0;i<6;i++){=0A=
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t+=3Dsx; else t+=3Dnx;=0A=
  c=3D_uGC(d.cookie,"__utm"+cs[i]+"=3D"+h,";");=0A=
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}=0A=
function _uCO() {=0A=
 if (!_utk || _utk=3D=3D"" || _utk.length<10) return;=0A=
 var d=3D'www.google.com';=0A=
 if (_utk.charAt(0)=3D=3D'!') d=3D'analytics.corp.google.com';=0A=
 _ubd.cookie=3D"GASO=3D"+_utk+"; path=3D"+_utcp+";"+_udo;=0A=
 var sc=3Ddocument.createElement('script');=0A=
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 sc.id=3D"_gasojs";=0A=
 =
sc.src=3D'https://'+d+'/analytics/reporting/overlay_js?gaso=3D'+_utk+'&'+=
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 document.getElementsByTagName('head')[0].appendChild(sc);  =0A=
}=0A=
function _uGT() {=0A=
 var h=3Dlocation.hash, a;=0A=
 if (h && h!=3D"" && h.indexOf("#gaso=3D")=3D=3D0) {=0A=
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}=0A=
var _utk=3D_uGT();=0A=
if (_utk && _utk!=3D"" && _utk.length>10) {=0A=
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}=0A=
=0A=
function _uNx() {=0A=
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}=0A=

------=_NextPart_000_0000_01C814CA.C9A433B0--