Revision as of 18:13, November 18, 2013

List of statistics to be monitored

Entry Format

2 modes of statistics definitions are supported. In simple mode the statistic type is defined in Configuation Manager and the statistics.yaml entry defines the additional statistics options and the statistic name in HTCC API. In the extended mode the full definition of statistic is provided in statitics.yaml entry. In this case there is no need to use CME for statistic definition. The switch between modes is defined basing on presence of statisticDefinitionEx property. If it's specified mode is considered to be extended and statisticDefinitionName is ignored if present.

Simple Mode Entry Format

Example:

name: test
statisticDefinitionName: TestAgentStat
objectType: QUEUE
timeProfile: OneDay
notificationMode: PERIODICAL
notificationFrequency: 10
timeRange: Range0-60
timeRange2: Range0-5

The properties meaning are:

name - the name of statistic as it appears in API request
statisticDefinitionName - the name of statistic type (definition) as it's in CME (See stat server user guide)
objectType - the type of objects statistic is applied. Possible values: AGENT|QUEUE|SKILL_Q|SKILL_AG:
- AGENT - statistic is monitored for agents
- QUEUE - statistic is monitored for queues
- SKILL_AG - statistic is monitored for agentGroup, associated with skill
- SKILL_Q - statistic is monitored for virtual queue, associated with skill
notificationMode - PERIODICAL
notificationFrequency - the frequency of notification (in seconds)
timeProfile - the name of timeProfile in CME used for statistic aggregation (See stat server user guide)
timeRange/timeRange2 - the timeranges names which are defined in CME and are used for calculating statistic. (See stat server user guide).

Extended mode entry format

To use this mode replace the statisticDefinitionName string with statisticDefinitionEx containing full definition of statistic type. Here is the sample format:

name: testServiceLevel
statisticDefinitionEx: 
    category: TotalNumberInTimeRangePercentage
    mainMask: CallAnswered
    subject: DNAction
    intervalType: GrowingWindow
    dynamicTimeProfile: "0:00"
    timeRangeLeft: 0
    timeRangeRight: 60
objectType: QUEUE
notificationMode: PERIODICAL
notificationFrequency: 10

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 (See YAML 1.1 Spec).

The supported properties are:

Option	Type	Mandatory	Default Value	Note
category	String	Y		The statistic's category
mainMask	comma-delimited list	Y		The statistic's main mask
relativeMask	comma-delimited list	N	Empty list	The statistic's relative mask
subject	String	Y		The statistic's subject
intervalType	GrowingWindow OR SinceLogin OR SlidingSelection OR SlidingWindow	N		The statistic's interval type
dynamicTimeProfile	String	N		The time profile (interval) value to be used
timeRangeLeft	Integer	N	null	The "from/left/start/lower" value of TimeRange interval
timeRangeRight	Integer	N	null	The "to/right/end/upper" value of TimeRange interval
timeRangeLeft2	Integer	N	null	The "from/left/start/lower" value of TimeRange2 interval
timeRangeRight2	Integer	N	null	The "to/right/end/upper" value of TimeRange2 interval
dynamicFilter	String	N	null	filter to be used
distinguishByConnId	Boolean	N	null	look for DCID in StatServerUserGuide

Please note that those properties are used for defining the statistics. Not all combinations are supported by StatServer. See |File:81fr us-statserver.pdf Stat Server user guide for more info.

Queue Statistics

[+] Total_Answered

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.

Definition in Config Server:

name: Total_Answered
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
    category: TotalNumber
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallAnswered
    subject: DNAction

[+] Total_Abandoned

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).

Definition in Config Server:

name: Total_Abandoned
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
    category: TotalNumber
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallAbandoned
    subject: DNAction

[+] Current_In_Queue

The number of customer interactions that are currently waiting in queue.

Definition in Config Server:

name: Current_In_Queue
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
    category: CurrentNumber
    mainMask: CallWait
    subject: DNAction

No time profile.

[+] CurrMaxCallWaitingTime

The maximum waiting time for customer interactions currently waiting on a service Definition in Config Server:

name: CurrMaxCallWaitingTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
    category: CurrentMaxTime
    mainMask: CallWait
    relativeMask: CallWait
    subject: DNAction

No time profile.

[+] ServiceLevel

Ratio of call answered within given interval (specified by first time range) compared to (total number answered + total abandoned after delay specified by second time range).

name: ServiceLevel
statisticDefinitionEx: 
    category: ServiceFactor1
    subject: DNAction
    intervalType: GrowingWindow
    dynamicTimeProfile: "0:00+1:00"
    timeRangeLeft: 0
    timeRangeRight: 120
    timeRangeLeft2: 0
    timeRangeRight2: 10
objectType: QUEUE
notificationMode: PERIODICAL
notificationFrequency: 10

[+] AverageWaitingTime

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.

Definition in Config Server:

name: AverageWaitingTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
    category: AverageTime
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallWait
    relativeMask: CallWait
    subject: DNAction

Skills Statistics

[+] CurrentNotReadyAgents

Number of not ready agents with skill

name: CurrentNotReadyAgents
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
    category: CurrentNumber
    mainMask: NotReadyForNextCall
    subject: AgentStatus

Time profile - not used.

[+] CurrentReadyAgents

Number of ready agents with skill

name: CurrentReadyAgents
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
    category: CurrentNumber
    mainMask: WaitForNextCall
    subject: AgentStatus

Time profile - not used.

[+] CurrNumberInCall

Number of agents with skill in call

name: CurrNumberInCall
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
    category: CurrentNumber
    mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, CallRinging, CallDialing
    subject: AgentStatus

Time profile - not used.

[+] LongestIdleTime

The longest time an agent is currently waiting to receive a call (evaluated maximum of current idle time for all agents in group which are currently waiting to receive a call, may be 0 if no idle agents are present in group at the moment).

name: LongestIdleTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
    category: CurrentMaxTime
    mainMask: WaitForNextCall
    subject: AgentStatus

Time profile - not used.

[+] AverageHandlingTime

The average amount of time during the reporting interval that agent/agent groups spent on customer interactions including After Call Work (ACW)/ wrap-up status.

name: AverageHandlingTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
    category: AverageTime
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, AfterCallWork
    relativeMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
    subject: DNStatus

[+] ServiceLevel

Ratio of call answered within given interval (specified by first time range) compared to (total number answered + total abandoned after delay specified by second time range).

name: ServiceLevel
statisticDefinitionEx: 
    category: ServiceFactor1
    subject: DNAction
    intervalType: GrowingWindow
    dynamicTimeProfile: "0:00+1:00"
    timeRangeLeft: 0
    timeRangeRight: 120
    timeRangeLeft2: 0
    timeRangeRight2: 10
objectType: SKILL_Q
notificationMode: PERIODICAL
notificationFrequency: 10

Agent Statistics

<toggledisplay showtext="[+] Internal statistics" hidetext="[-] Internal statistics"> Internal statistics used for tracing the state of agent. 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

<toggledisplay showtext="[+] Other agent statistics" hidetext="[-] Other agent statistics"> The definitions of other agent statistics are self-describing. #agent name: AverageHandlingTime notificationFrequency: 10 notificationMode: PERIODICAL objectType: AGENT statisticDefinitionEx: category: AverageTime dynamicTimeProfile: "0:00" intervalType: GrowingWindow mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, AfterCallWork relativeMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound subject: DNStatus --- name: Productivity notificationFrequency: 10 notificationMode: PERIODICAL objectType: AGENT statisticDefinitionEx: category: AverageNumberPerRelativeHour dynamicTimeProfile: "0:00" intervalType: GrowingWindow mainMask: CallInbound,CallOutbound,CallInternal,CallConsult,CallUnknown relativeMask: '*,~LoggedOut,~NotMonitored' subject: AgentStatus --- name: InboundCalls notificationFrequency: 10 notificationMode: PERIODICAL objectType: AGENT statisticDefinitionEx: category: TotalNumber dynamicTimeProfile: "0:00" intervalType: GrowingWindow mainMask: CallInbound subject: DNAction --- name: InternalCalls notificationFrequency: 10 notificationMode: PERIODICAL objectType: AGENT statisticDefinitionEx: category: TotalNumber dynamicTimeProfile: "0:00" intervalType: GrowingWindow mainMask: CallInternal subject: DNAction --- name: OutboundCalls notificationFrequency: 10 notificationMode: PERIODICAL objectType: AGENT statisticDefinitionEx: category: TotalNumber dynamicTimeProfile: "0:00" intervalType: GrowingWindow mainMask: CallOutbound subject: DNAction --- name: ConsultCalls notificationFrequency: 10 notificationMode: PERIODICAL objectType: AGENT statisticDefinitionEx: category: TotalNumber dynamicTimeProfile: "0:00" intervalType: GrowingWindow mainMask: CallConsult subject: DNAction --- name: ReadyDuration notificationFrequency: 10 notificationMode: PERIODICAL objectType: AGENT statisticDefinitionEx: category: TotalAdjustedTime dynamicTimeProfile: "0:00" intervalType: GrowingWindow mainMask: WaitForNextCall subject: AgentStatus --- name: WrapDuration notificationFrequency: 10 notificationMode: PERIODICAL objectType: AGENT statisticDefinitionEx: category: TotalAdjustedTime dynamicTimeProfile: "0:00" intervalType: GrowingWindow mainMask: AfterCallWork relativeMask: AfterCallWork subject: AgentStatus --- name: TalkDuration notificationFrequency: 10 notificationMode: PERIODICAL objectType: AGENT statisticDefinitionEx: category: TotalAdjustedTime dynamicTimeProfile: "0:00" intervalType: GrowingWindow mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound subject: DNAction --- name: HoldDuration notificationFrequency: 10 notificationMode: PERIODICAL objectType: AGENT statisticDefinitionEx: category: TotalAdjustedTime dynamicTimeProfile: "0:00" intervalType: GrowingWindow mainMask: CallOnHoldInbound,CallOnHoldOutbound,CallOnHoldInternal,CallOnHoldConsult,CallOnHoldUnknown subject: DNAction

Revision as of 18:13, November 18, 2013

Contents

List of statistics to be monitored

Entry Format

Simple Mode Entry Format

Extended mode entry format

Queue Statistics

Skills Statistics

Agent Statistics

Sample statistics.yaml

Resources

Contact

Genesys

Customer Care

Legal

@@ Line 347: / Line 347: @@
 ==Agent Statistics==
-===Internal statistics===
+<p>
+<toggledisplay showtext="[+] Internal statistics" hidetext="[-] Internal statistics">
+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></p>
-===Other agent statistics===
+<p>
+<toggledisplay showtext="[+] Other agent statistics" hidetext="[-] Other agent statistics">
+The definitions of other agent statistics are self-describing.
+ <nowiki>
+#agent
+name: AverageHandlingTime
+notificationFrequency: 10
+notificationMode: PERIODICAL
+objectType: AGENT
+statisticDefinitionEx:
+    category: AverageTime
+    dynamicTimeProfile: "0:00"
+    intervalType: GrowingWindow
+    mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, AfterCallWork
+    relativeMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
+    subject: DNStatus
+---
+name: Productivity
+notificationFrequency: 10
+notificationMode: PERIODICAL
+objectType: AGENT
+statisticDefinitionEx:
+    category: AverageNumberPerRelativeHour
+    dynamicTimeProfile: "0:00"
+    intervalType: GrowingWindow
+    mainMask: CallInbound,CallOutbound,CallInternal,CallConsult,CallUnknown
+    relativeMask: '*,~LoggedOut,~NotMonitored'
+    subject: AgentStatus
+---
+name: InboundCalls
+notificationFrequency: 10
+notificationMode: PERIODICAL
+objectType: AGENT
+statisticDefinitionEx:
+    category: TotalNumber
+    dynamicTimeProfile: "0:00"
+    intervalType: GrowingWindow
+    mainMask: CallInbound
+    subject: DNAction
+---
+name: InternalCalls
+notificationFrequency: 10
+notificationMode: PERIODICAL
+objectType: AGENT
+statisticDefinitionEx:
+    category: TotalNumber
+    dynamicTimeProfile: "0:00"
+    intervalType: GrowingWindow
+    mainMask: CallInternal
+    subject: DNAction
+---
+name: OutboundCalls
+notificationFrequency: 10
+notificationMode: PERIODICAL
+objectType: AGENT
+statisticDefinitionEx:
+    category: TotalNumber
+    dynamicTimeProfile: "0:00"
+    intervalType: GrowingWindow
+    mainMask: CallOutbound
+    subject: DNAction
+---
+name: ConsultCalls
+notificationFrequency: 10
+notificationMode: PERIODICAL
+objectType: AGENT
+statisticDefinitionEx:
+    category: TotalNumber
+    dynamicTimeProfile: "0:00"
+    intervalType: GrowingWindow
+    mainMask: CallConsult
+    subject: DNAction
+---
+name: ReadyDuration
+notificationFrequency: 10
+notificationMode: PERIODICAL
+objectType: AGENT
+statisticDefinitionEx:
+    category: TotalAdjustedTime
+    dynamicTimeProfile: "0:00"
+    intervalType: GrowingWindow
+    mainMask: WaitForNextCall
+    subject: AgentStatus
+---
+name: WrapDuration
+notificationFrequency: 10
+notificationMode: PERIODICAL
+objectType: AGENT
+statisticDefinitionEx:
+    category: TotalAdjustedTime
+    dynamicTimeProfile: "0:00"
+    intervalType: GrowingWindow
+    mainMask: AfterCallWork
+    relativeMask: AfterCallWork
+    subject: AgentStatus
+---
+name: TalkDuration
+notificationFrequency: 10
+notificationMode: PERIODICAL
+objectType: AGENT
+statisticDefinitionEx:
+    category: TotalAdjustedTime
+    dynamicTimeProfile: "0:00"
+    intervalType: GrowingWindow
+    mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
+    subject: DNAction
+---
+name: HoldDuration
+notificationFrequency: 10
+notificationMode: PERIODICAL
+objectType: AGENT
+statisticDefinitionEx:
+    category: TotalAdjustedTime
+    dynamicTimeProfile: "0:00"
+    intervalType: GrowingWindow
+    mainMask: CallOnHoldInbound,CallOnHoldOutbound,CallOnHoldInternal,CallOnHoldConsult,CallOnHoldUnknown
+    subject: DNAction
+</nowiki></p>
 ==Sample statistics.yaml==