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(Update with the copy of version: 8.5.2DRAFT)
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= List of statistics to be monitored=
 
= List of statistics to be monitored=
−
__NOTOC__
+
This document is part of the [[StatisticsAPI | Statistics API]] portion of the [[Welcome | Genesys Web Services REST API]].
 +
__TOC__
  
 
==Entry Format==
 
==Entry Format==
Line 259: Line 260:
 
<p><toggledisplay showtext="[+] CurrentNotReadyAgents" hidetext="[-] CurrentNotReadyAgents">
 
<p><toggledisplay showtext="[+] CurrentNotReadyAgents" hidetext="[-] CurrentNotReadyAgents">
 
Number of not ready agents with skill
 
Number of not ready agents with skill
−
  <nowiki>
+
  <pre>
 
name: CurrentNotReadyAgents
 
name: CurrentNotReadyAgents
 
notificationFrequency: 10
 
notificationFrequency: 10
Line 268: Line 269:
 
     mainMask: NotReadyForNextCall
 
     mainMask: NotReadyForNextCall
 
     subject: AgentStatus
 
     subject: AgentStatus
−
</nowiki>
+
</pre>
 
Time profile - not used.
 
Time profile - not used.
 
</toggledisplay></p>
 
</toggledisplay></p>
Line 354: Line 355:
  
 
==Agent Statistics==
 
==Agent Statistics==
−
<!--
+
<p><toggledisplay showtext="[+] AverageHandlingTime" hidetext="[-] AverageHandlingTime">
−
<p><toggledisplay showtext="[+] Internal statistics" hidetext="[-] Internal statistics">
+
<pre>
−
Internal statistics used for tracing the state of agent.
 
−
<nowiki>
 
−
name: CurrentTargetState
 
−
statisticDefinitionEx:
 
−
    category: CurrentTargetState
 
−
    mainMask: '*'
 
−
    subject: DNStatus
 
−
    dynamicTimeProfile: "0:00"
 
−
    intervalType: GrowingWindow
 
−
objectType: AGENT
 
−
notificationMode: IMMEDIATE
 
−
notificationFrequency: 0
 
−
---
 
−
name: CurrentAgentState
 
−
notificationFrequency: 0
 
−
notificationMode: IMMEDIATE
 
−
objectType: AGENT
 
−
statisticDefinitionEx:
 
−
    category: CurrentState
 
−
    mainMask: '*'
 
−
    subject: DNAction
 
−
</nowiki>
 
−
</toggledisplay></p>
 
−
-->
 
−
 
 
−
<p><toggledisplay showtext="[+] Other agent statistics" hidetext="[-] Other agent statistics">
 
−
The definitions of other agent statistics are self-describing.
 
−
<nowiki>
 
−
#agent
 
 
name: AverageHandlingTime
 
name: AverageHandlingTime
 
notificationFrequency: 10
 
notificationFrequency: 10
Line 396: Line 368:
 
     relativeMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
 
     relativeMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
 
     subject: DNStatus
 
     subject: DNStatus
−
---
+
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] Productivity" hidetext="[-] Productivity">
 +
<pre>
 
name: Productivity
 
name: Productivity
 
notificationFrequency: 10
 
notificationFrequency: 10
Line 408: Line 384:
 
     relativeMask: '*,~LoggedOut,~NotMonitored'
 
     relativeMask: '*,~LoggedOut,~NotMonitored'
 
     subject: AgentStatus
 
     subject: AgentStatus
−
---
+
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] InboundCalls" hidetext="[-] InboundCalls">
 +
<pre>
 
name: InboundCalls
 
name: InboundCalls
 
notificationFrequency: 10
 
notificationFrequency: 10
Line 419: Line 399:
 
     mainMask: CallInbound
 
     mainMask: CallInbound
 
     subject: DNAction
 
     subject: DNAction
−
---
+
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] InternalCalls" hidetext="[-] InternalCalls">
 +
<pre>
 
name: InternalCalls
 
name: InternalCalls
 
notificationFrequency: 10
 
notificationFrequency: 10
Line 430: Line 414:
 
     mainMask: CallInternal
 
     mainMask: CallInternal
 
     subject: DNAction
 
     subject: DNAction
−
---
+
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] OutboundCalls" hidetext="[-] OutboundCalls">
 +
<pre>
 
name: OutboundCalls
 
name: OutboundCalls
 
notificationFrequency: 10
 
notificationFrequency: 10
Line 441: Line 429:
 
     mainMask: CallOutbound
 
     mainMask: CallOutbound
 
     subject: DNAction
 
     subject: DNAction
−
---
+
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] ConsultCalls" hidetext="[-] ConsultCalls">
 +
<pre>
 
name: ConsultCalls
 
name: ConsultCalls
 
notificationFrequency: 10
 
notificationFrequency: 10
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     mainMask: CallConsult
 
     mainMask: CallConsult
 
     subject: DNAction
 
     subject: DNAction
−
---
+
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] ReadyDuration" hidetext="[-] ReadyDuration">
 +
<pre>
 
name: ReadyDuration
 
name: ReadyDuration
 
notificationFrequency: 10
 
notificationFrequency: 10
Line 463: Line 459:
 
     mainMask: WaitForNextCall
 
     mainMask: WaitForNextCall
 
     subject: AgentStatus
 
     subject: AgentStatus
−
---
+
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] WrapDuration" hidetext="[-] WrapDuration">
 +
<description>
 +
<pre>
 
name: WrapDuration
 
name: WrapDuration
 
notificationFrequency: 10
 
notificationFrequency: 10
Line 475: Line 476:
 
     relativeMask: AfterCallWork
 
     relativeMask: AfterCallWork
 
     subject: AgentStatus
 
     subject: AgentStatus
−
---
+
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] TalkDuration" hidetext="[-] TalkDuration">
 +
<pre>
 
name: TalkDuration
 
name: TalkDuration
 
notificationFrequency: 10
 
notificationFrequency: 10
Line 486: Line 491:
 
     mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
 
     mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
 
     subject: DNAction
 
     subject: DNAction
−
---
+
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] HoldDuration" hidetext="[-] HoldDuration">
 +
<pre>
 
name: HoldDuration
 
name: HoldDuration
 
notificationFrequency: 10
 
notificationFrequency: 10
Line 497: Line 506:
 
     mainMask: CallOnHoldInbound,CallOnHoldOutbound,CallOnHoldInternal,CallOnHoldConsult,CallOnHoldUnknown
 
     mainMask: CallOnHoldInbound,CallOnHoldOutbound,CallOnHoldInternal,CallOnHoldConsult,CallOnHoldUnknown
 
     subject: DNAction
 
     subject: DNAction
−
</nowiki>
+
</pre>
 +
</toggledisplay></p>
 +
 
 +
==Agent Statistics for eServices==
 +
<p><toggledisplay showtext="[+] AverageHandlingTime_Chat" hidetext="[-] AverageHandlingTime_Chat">
 +
<pre>
 +
name: AverageHandlingTime_Chat
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-chat
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=chat"
 +
category: AverageTime
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionHandlingUnknown,Coaching,InteractionHandlingInternal,InteractionHandlingOutbound,InteractionHandlingInbound
 +
relativeMask: InteractionHandlingUnknown,Coaching,InteractionHandlingInternal,InteractionHandlingOutbound,InteractionHandlingInbound
 +
subject: DNStatus
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] AverageHandlingTime_Email" hidetext="[-] AverageHandlingTime_Email">
 +
<pre>
 +
name: AverageHandlingTime_Email
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-email
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=email"
 +
category: AverageTime
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionHandlingUnknown,Coaching,InteractionHandlingInternal,InteractionHandlingOutbound,InteractionHandlingInbound
 +
relativeMask: InteractionHandlingUnknown,Coaching,InteractionHandlingInternal,InteractionHandlingOutbound,InteractionHandlingInbound
 +
subject: DNStatus
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] Productivity_Chat" hidetext="[-] Productivity_Chat">
 +
<pre>
 +
name: Productivity_Chat
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-chat
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=chat"
 +
category: AverageNumberPerRelativeHour
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionHandlingInbound,InteractionHandlingOutbound,InteractionHandlingInternal,Coaching,InteractionHandlingUnknown
 +
relativeMask: '*,~Available,~NotAvailable'
 +
subject: AgentStatus
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] Productivity_Email" hidetext="[-] Productivity_Email">
 +
<pre>
 +
name: Productivity_Email
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-email
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=email"
 +
category: AverageNumberPerRelativeHour
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionHandlingInbound,InteractionHandlingOutbound,InteractionHandlingInternal,Coaching,InteractionHandlingUnknown
 +
relativeMask: '*,~Available,~NotAvailable'
 +
subject: AgentStatus
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] InboundChats" hidetext="[-] InboundChats">
 +
<pre>
 +
name: InboundChats
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-chat
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=chat"
 +
category: TotalNumber
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionHandlingInbound
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] InboundEmails" hidetext="[-] InboundEmails">
 +
<pre>
 +
name: InboundEmails
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-email
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=email"
 +
category: TotalNumber
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionHandlingInbound
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] ChatDuration" hidetext="[-] ChatDuration">
 +
<pre>
 +
name: ChatDuration
 +
notificationFrequency: 9
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-chat
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=chat"
 +
category: TotalAdjustedTime
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionHandlingUnknown, Coaching, InteractionHandlingInbound
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] EmailDuration" hidetext="[-] EmailDuration">
 +
<pre>
 +
name: EmailDuration
 +
notificationFrequency: 9
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-email
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=email"
 +
category: TotalAdjustedTime
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionHandlingUnknown, Coaching, InteractionHandlingInbound
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] TimeInCurrentChat" hidetext="[-] TimeInCurrentChat">
 +
<pre>
 +
name: TimeInCurrentChat
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-chat
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=chat"
 +
category: CurrentTime
 +
mainMask: '*'
 +
subject: AgentStatus
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] TimeInCurrentEmail" hidetext="[-] TimeInCurrentEmail">
 +
<pre>
 +
name: TimeInCurrentEmail
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-email
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=email"
 +
category: CurrentTime
 +
mainMask: '*'
 +
subject: AgentStatus
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] OutboundEmails" hidetext="[-] OutboundEmails">
 +
<pre>
 +
name: OutboundEmails
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-email
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=email"
 +
category: TotalNumber
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionHandlingOutbound
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] TransferredChats" hidetext="[-] TransferredChats">
 +
<pre>
 +
name: TransferredChats
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-chat
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=chat"
 +
category: TotalNumber
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: TransferMade
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] MissedChats" hidetext="[-] MissedChats">
 +
<pre>
 +
name: MissedChats
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-chat
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=chat"
 +
category: TotalNumber
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionRevoked
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] RejectedChats" hidetext="[-] RejectedChats">
 +
<pre>
 +
name: RejectedChats
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-chat
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=chat"
 +
category: TotalNumber
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionRejected
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] TransferredEmails" hidetext="[-] TransferredEmails">
 +
<pre>
 +
name: TransferredEmails
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-email
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=email"
 +
category: TotalNumber
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: TransferMade
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] MissedEmails" hidetext="[-] MissedEmails">
 +
<pre>
 +
name: MissedEmails
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-email
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=email"
 +
category: TotalNumber
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionRevoked
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] RejectedEmails" hidetext="[-] RejectedEmails">
 +
<pre>
 +
name: RejectedEmails
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-email
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=email"
 +
category: TotalNumber
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: InteractionRejected
 +
subject: DNAction
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] ReadyDuration_Email" hidetext="[-] ReadyDuration_Email">
 +
<pre>
 +
name: ReadyDuration_Email
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=email"
 +
category: TotalAdjustedTime
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: Available
 +
subject: AgentStatus
 +
maskType: MEDIA
 +
</pre>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] ReadyDuration_Chat" hidetext="[-] ReadyDuration_Chat">
 +
<pre>
 +
name: ReadyDuration_Chat
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: AGENT
 +
features: api-multimedia-chat
 +
statisticDefinitionEx:
 +
dynamicFilter: "MediaType=chat"
 +
category: TotalAdjustedTime
 +
dynamicTimeProfile: "0:00"
 +
intervalType: GrowingWindow
 +
mainMask: Available
 +
subject: AgentStatus
 +
maskType: MEDIA
 +
</pre>
 
</toggledisplay></p>
 
</toggledisplay></p>
  

Revision as of 16:59, August 29, 2014

List of statistics to be monitored

This document is part of the Statistics API portion of the Genesys Web Services REST API.

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

[+] AverageHandlingTime

[+] Productivity

[+] InboundCalls

[+] InternalCalls

[+] OutboundCalls

[+] ConsultCalls

[+] ReadyDuration

[+] WrapDuration

[+] TalkDuration

[+] HoldDuration

Agent Statistics for eServices

[+] AverageHandlingTime_Chat

[+] AverageHandlingTime_Email

[+] Productivity_Chat

[+] Productivity_Email

[+] InboundChats

[+] InboundEmails

[+] ChatDuration

[+] EmailDuration

[+] TimeInCurrentChat

[+] TimeInCurrentEmail

[+] OutboundEmails

[+] TransferredChats

[+] MissedChats

[+] RejectedChats

[+] TransferredEmails

[+] MissedEmails

[+] RejectedEmails

[+] ReadyDuration_Email

[+] ReadyDuration_Chat

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

Comments or questions about this documentation? Contact us for support!