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==Entry Format==
 
==Entry Format==
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Two modes of statistics definitions are supported, "simple" and "extended". In "simple" mode, the statistic type is defined in Configuration Manager and the <tt>statistics.yaml</tt> entry defines the additional statistics options and the statistic name in the API. In "extended" mode, the full definition of the statistic is provided in <tt>statitics.yaml</tt> entry. In this case there is no need to use Configuration Manager for statistic definition. The switch between modes is defined basing on presence of '''statisticDefinitionEx''' property. If the specified mode is in "extended" mode, '''statisticDefinitionName''' is ignored if present.
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Two modes of statistics definitions are supported, "simple" and "extended". In "simple" mode, the statistic type is defined in Configuration Manager and the <tt>statistics.yaml</tt> entry defines the additional statistics options and the statistic name in the API. In "extended" mode, the full definition of the statistic is provided in <tt>statistics.yaml</tt> entry. In this case there is no need to use Configuration Manager for statistic definition. The switch between modes is defined basing on presence of '''statisticDefinitionEx''' property. If the specified mode is in "extended" mode, '''statisticDefinitionName''' is ignored if present.
  
 
===Simple Mode Entry Format===
 
===Simple Mode Entry Format===
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The properties meaning are:
 
The properties meaning are:
 
* name - the name of statistic as it appears in API request
 
* name - the name of statistic as it appears in API request
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* statisticDefinitionName - the name of statistic type (definition) as it's in CME (See stat server user guide)
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* statisticDefinitionName - the name of statistic type (definition) as it's in CME (see {{Repository|81fr_us-statserver.pdf|01cbd701-da38-49b6-b984-394ca06187e8 |Stat Server User’s Guide}})
 
* objectType - the type of objects statistic is applied. Possible values: AGENT|QUEUE|SKILL_Q|SKILL_AG:
 
* objectType - the type of objects statistic is applied. Possible values: AGENT|QUEUE|SKILL_Q|SKILL_AG:
 
** AGENT - statistic is monitored for agents
 
** AGENT - statistic is monitored for agents
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* notificationMode - PERIODICAL
 
* notificationMode - PERIODICAL
 
* notificationFrequency - the frequency of notification (in seconds)
 
* notificationFrequency - the frequency of notification (in seconds)
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* timeProfile - the name of timeProfile in CME used for statistic aggregation ([[http://docs.genesyslab.com/Special:Repository/81fr_us-statserver.pdf?id=01cbd701-da38-49b6-b984-394ca06187e8 |See stat server user guide]])
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* timeProfile - the name of timeProfile in Configuration Manager used for statistic aggregation (see {{Repository|81fr_us-statserver.pdf|01cbd701-da38-49b6-b984-394ca06187e8 |Stat Server User’s Guide}})
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* timeRange/timeRange2 - the timeranges names which are defined in CME and are used for calculating statistic. ([[http://docs.genesyslab.com/Special:Repository/81fr_us-statserver.pdf?id=01cbd701-da38-49b6-b984-394ca06187e8 |See stat server user guide]]).
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* timeRange/timeRange2 - the timeranges names which are defined in Configuration Manager and are used for calculating statistic (see {{Repository|81fr_us-statserver.pdf|01cbd701-da38-49b6-b984-394ca06187e8 |Stat Server User’s Guide}})
  
 
</toggledisplay>
 
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</nowiki>
 
</nowiki>
  
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Fields '''name''', '''objectType''', '''notificationMode''', '''notificationFrequency''' have the same meaning as for simple mode. The '''statisticDefinitionEx''' defines the statistic to be collected. Please note the indentation here. No tabs can be used ([http://yaml.org/spec/1.1/#id871856| See YAML 1.1 Spec]).
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Fields '''name''', '''objectType''', '''notificationMode''', '''notificationFrequency''' have the same meaning as for simple mode. The '''statisticDefinitionEx''' defines the statistic to be collected. Note the indentation here. No tabs can be used ([http://yaml.org/spec/1.1/#id871856| See YAML 1.1 Spec]).
  
 
The supported properties are:
 
The supported properties are:
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|}
 
|}
  
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Please note that those properties are used for defining the statistics. Not all combinations are supported by StatServer. See [http://docs.genesyslab.com/Special:Repository/81fr_us-statserver.pdf?id=01cbd701-da38-49b6-b984-394ca06187e8 |File:81fr us-statserver.pdf Stat Server user guide] for more info.
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Note that those properties are used for defining the statistics. Not all combinations are supported by StatServer. See {{Repository|81fr_us-statserver.pdf|01cbd701-da38-49b6-b984-394ca06187e8 |Stat Server user guide}} for more info.
  
 
</toggledisplay>
 
</toggledisplay>
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The number of customer interactions that entered a service type and were accepted, answered, or pulled by agent (s)/agent group (s) within the reporting time interval.
 
The number of customer interactions that entered a service type and were accepted, answered, or pulled by agent (s)/agent group (s) within the reporting time interval.
  
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Definition in Config Server:
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Definition in Configuration Server:
 
  <nowiki>
 
  <nowiki>
 
name: Total_Answered
 
name: Total_Answered
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The number of interactions that were terminated by the customer while waiting on the service type during the reporting time interval. This stat type excludes interactions that were distributed to an agent and then abandoned before the agent could answer (Call Abandoned While Ringing).
 
The number of interactions that were terminated by the customer while waiting on the service type during the reporting time interval. This stat type excludes interactions that were distributed to an agent and then abandoned before the agent could answer (Call Abandoned While Ringing).
  
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Definition in Config Server:
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Definition in Configuration Server:
 
  <nowiki>
 
  <nowiki>
 
name: Total_Abandoned
 
name: Total_Abandoned
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The number of customer interactions that are currently waiting in queue.
 
The number of customer interactions that are currently waiting in queue.
  
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Definition in Config Server:
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Definition in Configuration Server:
  
 
  <nowiki>
 
  <nowiki>
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<p><toggledisplay showtext="[+] CurrMaxCallWaitingTime" hidetext="[-] CurrMaxCallWaitingTime">
 
<p><toggledisplay showtext="[+] CurrMaxCallWaitingTime" hidetext="[-] CurrMaxCallWaitingTime">
 
The maximum waiting time for customer interactions currently waiting on a service
 
The maximum waiting time for customer interactions currently waiting on a service
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Definition in Config Server:
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Definition in Configuration Server:
  
 
  <nowiki>
 
  <nowiki>
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Average wait time for customer interactions what were entered and distributed/abandoned on a service type during reporting time interval Note: this will calculate wait time for all calls, including ones that were abandoned.
 
Average wait time for customer interactions what were entered and distributed/abandoned on a service type during reporting time interval Note: this will calculate wait time for all calls, including ones that were abandoned.
  
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Definition in Config Server:
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Definition in Configuration Server:
 
  <nowiki>
 
  <nowiki>
 
name: AverageWaitingTime
 
name: AverageWaitingTime
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==Resources==
 
==Resources==
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See [http://docs.genesyslab.com/Documentation/HTCC/8.5.1/Dep/ReportingConfiguration#Enabling_Reporting Enabling Reporting] in the ''Workspace Web Edition & Web Services Deployment Guide''.
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See [[Documentation:HTCC:Dep:ReportingConfiguration#Enabling_Reporting|Enabling Reporting]] in the ''Workspace Web Edition & Web Services Deployment Guide''.
  
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See [http://docs.genesyslab.com/Documentation/HTCC/8.5.1/Dep/ReportingConfiguration#Configuring_Virtual_Queues_.26_Virtual_Agent_Groups Configuring Virtual Queues & Virtual Agent Groups] in the ''Workspace Web Edition & Web Services Deployment Guide''.
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See [[Documentation:HTCC:Dep:ReportingConfiguration#Configuring_Virtual_Queues_.26_Virtual_Agent_Groups|Configuring Virtual Queues & Virtual Agent Groups]] in the ''Workspace Web Edition & Web Services Deployment Guide''.
  
 
This list is the minimal list - it contains only statistics which are required for current version of UI.
 
This list is the minimal list - it contains only statistics which are required for current version of UI.

Latest revision as of 14:47, September 11, 2017

List of statistics to be monitored

Entry Format

Two modes of statistics definitions are supported, "simple" and "extended". In "simple" mode, the statistic type is defined in Configuration Manager and the statistics.yaml entry defines the additional statistics options and the statistic name in the API. In "extended" mode, the full definition of the statistic is provided in statistics.yaml entry. In this case there is no need to use Configuration Manager for statistic definition. The switch between modes is defined basing on presence of statisticDefinitionEx property. If the specified mode is in "extended" mode, statisticDefinitionName is ignored if present.

Simple Mode Entry Format

[+] Simple Mode Entry Format

Extended mode entry format

[+] Extended Mode Entry Format

Queue Statistics

[+] Total_Answered

[+] Total_Abandoned

[+] Current_In_Queue

[+] CurrMaxCallWaitingTime

[+] ServiceLevel

[+] AverageWaitingTime

Skills Statistics

[+] CurrentNotReadyAgents

[+] CurrentReadyAgents

[+] CurrNumberInCall

[+] LongestIdleTime

[+] AverageHandlingTime

[+] ServiceLevel

Agent Statistics

[+] Other agent statistics

Resources

See Enabling Reporting in the Workspace Web Edition & Web Services Deployment Guide.

See Configuring Virtual Queues & Virtual Agent Groups in the Workspace Web Edition & Web Services Deployment Guide.

This list is the minimal list - it contains only statistics which are required for current version of UI.

[+] Sample statistics.yaml file

This page was last edited on September 11, 2017, at 14:47.
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