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| | =Migrating from Workspace 8.5.2 to 9.0= | | =Migrating from Workspace 8.5.2 to 9.0= |
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| − | If you are a user of Workspace Web Edition 8.5.2 who is migrating to Workspace Web Edition 9.0, there are many changes and differences between 8.5.2 and 9.0 that you should note. For configuration options, some have been [[Migrating8to9#Renamed_options|renamed]], some [[Migrating8to9#Removed_options|removed]], and many new ones [[Migrating8to9#New_options|added]], and some existing options have been [[Migrating8to9#Updated_options|updated]]. The Agent UI is also significantly upgraded; refer to [[Documentation:PSAAS:Agent:Migrating:Public|this article]] for more information. [[Migrating8to9#Statistics_Definitions|Statistics]] are handled very differently in Workspace 9. | + | If you are a user of Workspace Web Edition 8.5.2 who is migrating to Workspace Web Edition 9.0, see the ''Migration Guide'' for the [[Documentation:HTCC:MIG:UpgradeWWE:9.0.0|Migration Procedure]]. |
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| − | The following agent specific information is not carried over during the migrating process:
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| − | * Personal favorites (these must be [[Documentation:PSAAS:Agent:ADTeamCommunicator:Public#Using_Favorites|added manually]] through Team Communicator)
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| − | * Missed calls
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| − | {{AnchorDiv|Renamed_options}}
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| − | ==Renamed options==
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| − | The following options have been renamed in Workspace 9.0 while their functionality remains the same as in Workspace 8.5.2:
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| − | {|
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| − | ! 8.5.2 option name
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| − | ! 9.0 option name
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| − | |-
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| − | | {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:expression-email-address}}
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| − | | {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:expression-identify-email-address}}
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| − | |-
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| − | | {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:expression-phone-number}}
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| − | | {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:expression-identify-phone-number}}
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| − | |-
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| − | | {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:expression-team-communicator-email-address}}
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| − | | {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:expression-validate-email-address}}
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| − | |-
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| − | | {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:expression-team-communicator-phone-number}}
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| − | | {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:expression-validate-phone-number}}
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| − | |}
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| − | {{AnchorDiv|Removed_options}}
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| − | ==Removed options==
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| − | Workspace 9.0 no longer uses the Dashboard feature. The '''privilege.dashboard.can-use''' has been removed from the Workspace application template.
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| − | {{AnchorDiv|New_options}}
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| − | ==New options==
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| − | Workspace 9 introduces many [[Documentation:PSAAS:Agent:Migrating:Public|new interface elements]] to enhance the agent experience.
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| − | The Workspace 8.5.2 '''My Statistics''' tab has been replaced with the '''Performance tracker''' and '''Contact Center Statistics''' views. Use the following privileges to enable these views:
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| − | * Performance Tracker: {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-performance-tracker-can-use}}
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| − | * Contact Center Statistics: {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-monitor-dashboard-can-use}}
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| − | {{AnchorDiv|Updated_options}}
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| − | ==Updated options==
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| − | The default value of some options have been updated.
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| − | * The default value of these options has been updated from <tt>true</tt> to <tt>false</tt>:
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| − | ** {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-contact-can-use}}
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| − | ** {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-contact-can-delete-contact}}
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| − | ** {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-SRL-can-use}}
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| − | ** {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-chat-can-use}}
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| − | ** {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-email-can-use}}
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| − | ** {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-workbins-can-use}}
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| − | * The default value of these options has been updated from <tt>Ready,NotReady,NotReadyReason,AfterCallWork,AfterCallWorkReason,Dnd,LogOff</tt> to <tt>Ready,NotReady,NotReadyReason,AfterCallWork,AfterCallWorkReason,LogOff</tt>:
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| − | ** {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:agent-status-enabled-actions-global}}
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| − | ** {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:agent-status-enabled-actions-by-channel}}
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| − | {{AnchorDiv|Statistics_Definitions}}
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| − | ==Statistics Definitions==
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| − | The definitions of statistics used in the '''Performance Tracker''', '''Contact Center Statistics''', and '''Team Communicator''' have been updated. In Workspace 8.5, the Server-side Statistics configuration was handled in the '''statistics.yaml''' [[Documentation:HTCC:IWWDep:EnablingAgentstoViewKPIs:8.5.2|configuration file from Genesys Web Services]]. In Workspace 9.0, Server-side Statistics configuration is found in the '''CloudCluster''' application in Genesys Administrator Extension; they are defined by the '''statistics.definitions.XXX''' sections.
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| − | [[File:GAPI_900_AverageWaitingTime_Statistic.png|400px]]
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| − | Each statistics definition is stored in its own section. The naming convention for section must follow this pattern: '''statistics.definitions.<some unique name>'''. The placeholder <tt><some unique name></tt> may contain only alphanumeric characters and the "_" (underscore) character.
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| − | The format for <tt><some unique name></tt> is <tt><StatisticName>_<region></tt>. For example, the section for the '''AverageHadlingTime''' statistic in the '''XYZ''' region would be '''statistics.definitions.AverageHadlingTime_XYZ'''. If the statistic is not region specific, then the definition would be '''statistics.definitions.AverageHadlingTime'''.
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| − | Each statistic section will contain following mandatory and optional properties:
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| − | {|
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| − | |-
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| − | ! Property Name
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| − | ! Type/Allowed values
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| − | ! Mandatory
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| − | ! Default Value
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| − | ! Description
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| − | |-
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| − | | name
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| − | | String: alphanumeric and the "_" (underscore) character
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| − | | Y
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| − | | N/A
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| − | | The name of statistic. The name + location combination must be unique in the contact center. This property is used by clients to reference the statistic definition.
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| − | |-
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| − | | notificationMode
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| − | | NotificationMode
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| − | | Y
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| − | | N/A
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| − | | The notification mode: whether notification is received immediately upon a change in the statistic value or periodically.
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| − | |-
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| − | | notificationFrequency
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| − | | Positive integer
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| − | | N
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| − | | 600 (10 mins)
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| − | | The frequency, in seconds, for the receiving of updates from Stat Server for Periodical statistics.
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| − | |-
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| − | | insensitivity
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| − | | Non-negative integer
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| − | | N
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| − | | 1
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| − | | insensitivity - positive values allow to drastically reduce the load on stat server and stat service. {{Editgrn_open}}I do not understand this explanation. Please provide clarification.{{Editgrn_close}}
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| − | |-
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| − | | objectTypes
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| − | | see further {{Editgrn_open}}What does this mean?{{Editgrn_close}}
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| − | | Y
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| − | | N/A
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| − | | A comma-delimited list of '''ObjectType'''. The types of objects (see StatServer manual) to which the statistic can be applied.
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| − | |-
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| − | | location
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| − | | valid location
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| − | | No
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| − | | /
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| − | | The location for this statistic. Describes in which data center this statistic can be available, see Multi-regional deployment. Can contain 1 location/region only (no comma-delimited list of locations).
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| − | |-
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| − | | category
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| − | | StatisticCategory (see)
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| − | | Y
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| − | | N/A
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| − | | Statistic category (see StatServer manual).
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| − | |-
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| − | | subject
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| − | | StatisticSubject (see)
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| − | | Y
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| − | | N/A
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| − | | Statistic subject (see StatServer manual).
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| − | |-
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| − | | intervalType
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| − | | StatisticIntervalType
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| − | | N
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| − | | N/A
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| − | | Statistic interval type (see StatServer manual). Must be specified for non-current statistics and for some current.
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| − | |-
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| − | | intervalLength
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| − | | Integer
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| − | | N
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| − | | N/A
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| − | | Statistic interval length (see StatServer manual). Must be specified for non-current statistics and for some current.
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| − | |-
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| − | | mainMask
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| − | | see description
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| − | | Y
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| − | | N/A
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| − | | Statistic main mask: comma-delimited list of actions/states (see StatServer manual). The mask is parsed into PSDK ActionMask using the PSDK names for Actions (see PSDK docs). The type of Actions is specified by maskType.
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| − | |-
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| − | | relativeMask
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| − | | see description
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| − | | N
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| − | | N/A
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| − | | Statistic relative mask: comma-delimited list of actions/states (see StatServer manual). The mask is parsed into PSDK ActionMask using the PSDK names for Actions (see PSDK docs). The type of Actions is specified by maskType.
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| − | |-
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| − | | dynamicTimeProfile
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| − | | see description
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| − | | N
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| − | | N/A
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| − | | Statistic time Profile - as-is, not the reference to time profile configured in some other place (see StatServer manual for format and samples).
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| − | |-
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| − | | dynamicFilter
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| − | | see description
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| − | | N
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| − | | N/A
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| − | | Statistic filter - as-is, not the reference to filter configured in some other place(see StatServer manual for format and samples).
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| − | |-
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| − | | dynamicUserDataFormula
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| − | | see description
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| − | | N
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| − | | N/A
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| − | | Statistic userDataFormula - as-is, not the reference to object configured in some other place(see StatServer manual for format and samples).
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| − | |-
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| − | | distinguishByConnId
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| − | | boolean
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| − | | N
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| − | | false
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| − | | See StatServer manual.
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| − | |-
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| − | | timeRange1
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| − | | TimeRange
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| − | | N
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| − | | N/A
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| − | | Statistic timeRange1 - as-is, not the reference to object configured in some other place(see StatServer manual).
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| − | |-
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| − | | timeRange2
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| − | | TimeRange
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| − | | N
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| − | | N/A
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| − | | Statistic timeRange2 - as-is, not the reference to object configured in some other place(see StatServer manual).
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| − | |-
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| − | | maskType
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| − | | MaskType
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| − | | N
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| − | | DN
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| − | | additional info which allows specification which mask type to use to parse main/relative masks. By default- the voice regular DN actions will be used.
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| − | |-
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| − | | statisticExtension
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| − | | String
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| − | | N
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| − | | N/A
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| − | | field used by StatisticExtension mechanism, it's directly translated into XAS_EXTENSION_NAME property of corresponding open statistic request.
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| − | |-
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| − | | statisticExtensionSubcategory
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| − | | String
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| − | | N
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| − | | N/A
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| − | | field used by StatisticExtension mechanism, it's directly translated into XAS_JAVA_SUBCATEGORY property of corresponding open statistic request.
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| − | |-
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| − | | extensions.*
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| − | | String
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| − | | N
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| − | | N/A
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| − | | any property with key starting with extensions.*. Used for filling extensions KVList in corresponding open statistic request. Specific rules see below.
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| − | |}
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| − | Enum values:
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| − | {|
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| − | |-
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| − | ! Type
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| − | ! Values
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| − | |-
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| − | | ObjectType
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| − | | Campaign, Queue, Tenant, GroupPlaces, StagingArea, RoutePoint, CampaignGroup, CampaignCallingList, CallingList, GroupAgents, RoutingStrategy, AgentPlace, RegularDN, GroupQueues, Workbin, Switch, Agent
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| − | |-
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| − | | StatisticCategory
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| − | | EstimTimeToComplete, CurrentTime, AverageCustomValue, RelativeNumber, TotalTime, CurrentStateReasons, ServiceFactor1, AverageNumberPerRelativeHour, ElapsedTimePercentage, TotalAdjustedTime, MinNumber, MinTime, CurrentMinTime, TotalNumber, RelativeTimePercentage, TotalNumberErrors, TotalDistinctTime, RelativeNumberPercentage, LoadBalance, TotalTimeInTimeRange, MinCustomValue, CurrentCustomValue, EstimWaitingTime, CurrentNumber, CurrentDistinctNumber, MaxTime, MaxNumber, CurrentMaxTime, AverageTime, TotalNumberPerSecond, EstimTimeToEndCurrentNumber, TotalCustomValue, CurrentMinCustomValue, AverageOfCurrentNumber, CurrentAverageCustomValue, CurrentRelativeTimePercentage, CurrentMaxCustomValue, CurrentNumberInTimeRange, JavaCategory, TotalNumberInTimeRangePercentage, TotalNumberInTimeRange, MaxCustomValue, CurrentState, AverageOfCurrentTime, LoadBalance1, TotalAdjustedNumber, CurrentNumberInTimeRangePercentage, CurrentRelativeNumberPercentage, Formula, CurrentAverageTime, CurrentContinuousTime, CurrentTargetState.
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| − | |-
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| − | | StatisticSubject
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| − | | DNStatus, DNAction, CampaignAction, AgentStatus, GroupStatus, PlaceStatus
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| − | |-
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| − | | StatisticIntervalType
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| − | | GrowingWindow, SlidingSelection, SinceLogin, SlidingWindow
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| − | |-
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| − | | MaskType
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| − | | DN -> (PSDK)DNActions , ROUTE_POINT -> (PSDK) RoutePointActions, MEDIA -> (PSDK) MediaActions, CAMPAIGN -> (PSDK) CampaignActions
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| − | |-
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| − | | NotificationMode
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| − | | Periodical, Immediate
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| − | |}
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| − | | |
| − | TimeRange supported formats:
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| − | | |
| − | <int1>:<int2> - pair of 2 non-negative integers with column (:) between, left integer must be less or equal to right.
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| − | <int1>-<int2> - pair of 2 non-negative integers with minus (-) between, left integer must be less or equal to right.
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| − | Extensions mapping rules:
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| − | any property with key starting with extensions. prefix is considered to be part of extensions
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| − | Since Maps/KVLists support nested structures, the key is the path in extensions structure. So, for example, key "extensions.leaf" means the property with key="leaf" in extensions structure. The key "extensions.nested.nleaf" addresses the property accessible via path extensions(KVList)->nested(KVList)->nleaf(property), i.e. it will be accessible as "nleaf" property in KVList listA, where listA is accessible via "nested" key in extensions.
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| − | mapping ints : to denote that value of property is not string, but int, the postfix :int is used after key. For example, key extensions.ikey:int means that we'll try to parse the value and place it as Integer in extensions KVList with key ikey (note that :int part is removed).
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| − | If there are multiple mappings for same key, the behavior is undetermined. Example: user can define extensions.nested = "nested" (string value with "nested" key), and extensions.nested.sval=something (here nested is the name of nested KVList containing "sval=something" pair).
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| | [[Category:V:HTCC:9.0.0DRAFT]] | | [[Category:V:HTCC:9.0.0DRAFT]] |
