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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 updated; 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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| − | {{NoteFormat|
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| − | Genesys Digital Messaging Server (DMS) is no longer used for Chat and other social channels. GWS 9 uses Genesys Digital Channels.
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| − | |1}}
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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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| − | | category
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| − | | StatisticCategory (see [[Migrating8to9#Enum|Enum table]])
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| − | | Y
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| − | | N/A
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| − | | Statistic category (see [[Documentation:RTME:User:StatisticalCategories:8.5.1|Stat Server User's Guide]]).
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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 [[Documentation:RTME:User:StatType:8.5.1|Stat Server User's Guide]].
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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. Specify the definition of the corresponding value. This is not the filter already configured (see [[Documentation:RTME:User:Filters:8.5.1|Stat Server User's Guide]]).
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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. Specify the definition of the corresponding value. This is not the reference to time profile already configured (see [[Documentation:RTME:User:TimeProfiles:8.5.1|Stat Server User's Guide]]).
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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. Specify the definition of the corresponding value. This is not the reference to the object already configured (see [[Documentation:RTME:User:Filters:8.5.1|Stat Server User's Guide]]).
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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 a key that starts with <tt>extensions.*</tt>. This is used for filling '''KVList''' extensions in the corresponding open statistic request. Extensions mapping rules:
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| − | * Any property with a key starting with '''extensions'''. The 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. For example, the '''extensions.leaf''' key means the property with '''key="leaf"''' in the '''extensions''' structure. The '''"extensions.nested.nleaf"''' key addresses the property accessible via the following path: <tt>extensions(KVList)->nested(KVList)->nleaf(property)</tt>. It will be accessible as the '''"nleaf"''' property in '''KVList listA''', where '''listA''' is accessible via the '''"nested"''' key in extensions.
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| − | * '''mapping ints''': to denote that the value of a property is ''not'' string, but is '''int''', the ''':int''' postfix is used after the key. For example, the '''extensions.ikey:int''' key means that the system will try to parse the value and place it as Integer in the '''extensions''' KVList with the '''ikey''' key (note that the ''':int''' part is removed).
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| − | * If there are multiple mappings for the same key, the behavior is undetermined. For example, you can define '''extensions.nested = "nested"''' (a string value with the '''"nested"''' key) and '''extensions.nested.sval=<some value>'''. In this example, '''nested''' is the name of the nested KVList that contains the '''"sval=<some value>"''' pair).
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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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| − | | Positive insensitivity values allow a drastic reduction of the load on Stat Server and Stat Service (see [[Documentation:RTME:User:TimeProfiles:8.5.1|Stat Server User's Guide]]).
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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 [[Documentation:RTME:User:TimeProfiles:8.5.1|Stat Server User's Guide]]).
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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 [[Documentation:RTME:User:TimeProfiles:8.5.1|Stat Server User's Guide]]).
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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. Specifies in which data center this statistic is available. It is a string that contains the comma-delimited path(s) of one or more folders (described by folder paths). The configuration object is visible/accessible to nodes which are in the specified folder(s) or its (their) descendants/children (if not hidden in descendant folders). Only one region or location is supported. For example:
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| − | * '''locations:null''' or '''""''': A null or empty location means the root. The object is visible to all the nodes in the whole deployment.
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| − | * '''locations:"/US"''': The object will be visible to all nodes in folder in and under the '''US''' folder; for example: '''/US''', '''/US/WEST''', '''/US/EAST'''
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| − | * '''locations:"/EU,/APAC"''': The object will be visible to all nodes in folders in and under the '''EU''' and '''APAC''' folders.
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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: a comma-delimited list of actions/states (see [[Documentation:RTME:User:SSActions:8.5.1|Stat Server User's Guide]]). The mask is parsed into PSDK '''ActionMask''' using the PSDK names for Actions (see [[Documentation:PSDK:API:Welcome:9.0.x|Platform SDK API Reference]]). The type of Actions is specified by '''maskType'''.
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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 information allowing you to specify which mask type to use to parse main/relative masks. By default, the voice regular DN actions is used.
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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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| − | | 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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| − | | notificationMode
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| − | | NotificationMode (see [[Migrating8to9#Enum|Enum table]])
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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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| − | | objectTypes
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| − | | Queue, RoutePoint, GroupAgents, GroupQueues, Agent
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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 [[Documentation:RTME:User:ObjectTypes:8.5.1|Stat Server User's Guide]]) to which the statistic can be applied.
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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 [[Documentation:RTME:User:SSActions:8.5.1|Stat Server User's Guide]]). The mask is parsed into PSDK '''ActionMask''' using the PSDK names for Actions (see [[Documentation:PSDK:API:Welcome:9.0.x|Platform SDK API Reference]]). The type of Actions is specified by '''maskType'''.
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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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| − | | The field used by the '''StatisticExtension''' mechanism. It is directly translated into the '''XAS_EXTENSION_NAME''' property of the 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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| − | | The field used by the '''StatisticExtension''' mechanism. It is directly translated into the '''XAS_JAVA_SUBCATEGORY''' property of the corresponding open statistic request.
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| − | |-
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| − | | subject
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| − | | StatisticSubject
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| − | | Y
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| − | | N/A
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| − | | Statistic subject (see [[Documentation:RTME:User:StatisticalSubjects:8.5.1|Stat Server User's Guide]]).
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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. Specify the definition of the corresponding value. This is not the reference to object already configured (see [[Documentation:RTME:User:TimeRanges:8.5.1|Stat Server User's Guide]]). The following are the '''TimeRange''' supported formats:
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| − | * <int1>:<int2>: A pair of two non-negative integers with a colon (:) between. The left integer must be less than or equal to the right integer.
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| − | * <int1>-<int2>: A pair of two non-negative integers with minus (-) sign between. The left integer must be less than or equal to the right integer.
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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. Specify the definition of the corresponding value. This is not the reference to object already configured (see [[Documentation:RTME:User:TimeRanges:8.5.1|Stat Server User's Guide]]). The following are the '''TimeRange''' supported formats:
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| − | * <int1>:<int2>: A pair of two non-negative integers with a colon (:) between. The left integer must be less than or equal to the right integer.
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| − | * <int1>-<int2>: A pair of two non-negative integers with minus (-) sign between. The left integer must be less than or equal to the right integer.
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| − | |}
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| − | {{AnchorDiv|Enum}}
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| − | The following '''Enum''' values are supported:
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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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| − | | 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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| − | | ObjectType
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| − | | Queue, RoutePoint, GroupAgents, GroupQueues, 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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| − | | StatisticIntervalType
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| − | | GrowingWindow, SlidingSelection, SinceLogin, SlidingWindow
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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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| | [[Category:V:HTCC:9.0.0]] | | [[Category:V:HTCC:9.0.0]] |
