|
|
| Line 149: |
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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. |
| | | | |
| − | Definition in Config Server: | + | Definition in Configuration Server: |
| | <nowiki> | | <nowiki> |
| | name: Total_Answered | | name: Total_Answered |
| Line 167: |
Line 167: |
| | 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). |
| | | | |
| − | Definition in Config Server: | + | Definition in Configuration Server: |
| | <nowiki> | | <nowiki> |
| | name: Total_Abandoned | | name: Total_Abandoned |
| Line 185: |
Line 185: |
| | The number of customer interactions that are currently waiting in queue. | | The number of customer interactions that are currently waiting in queue. |
| | | | |
| − | Definition in Config Server: | + | Definition in Configuration Server: |
| | | | |
| | <nowiki> | | <nowiki> |
| Line 202: |
Line 202: |
| | <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 |
| − | Definition in Config Server: | + | Definition in Configuration Server: |
| | | | |
| | <nowiki> | | <nowiki> |
| Line 240: |
Line 240: |
| | 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. |
| | | | |
| − | Definition in Config Server: | + | Definition in Configuration Server: |
| | <nowiki> | | <nowiki> |
| | name: AverageWaitingTime | | name: AverageWaitingTime |
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
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
[+] 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 Configuration 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 Configuration 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 Configuration 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 Configuration 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 Configuration 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
[+] 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
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
Internal statistics used for tracing the state of agent.
#internal stats
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
---
#queue
name: Total_Answered
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
category: TotalNumber
dynamicTimeProfile: "0:00"
intervalType: GrowingWindow
mainMask: CallAnswered
subject: DNAction
---
name: Total_Abandoned
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
category: TotalNumber
dynamicTimeProfile: "0:00"
intervalType: GrowingWindow
mainMask: CallAbandoned
subject: DNAction
---
name: Current_In_Queue
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
category: CurrentNumber
mainMask: CallWait
subject: DNAction
---
name: CurrMaxCallWaitingTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
category: CurrentMaxTime
mainMask: CallWait
relativeMask: CallWait
subject: DNAction
---
name: AverageWaitingTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: QUEUE
statisticDefinitionEx:
category: AverageTime
dynamicTimeProfile: "0:00"
intervalType: GrowingWindow
mainMask: CallWait
relativeMask: CallWait
subject: DNAction
---
#Skill AG
name: CurrentNotReadyAgents
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
category: CurrentNumber
mainMask: AfterCallWork, NotReadyForNextCall
subject: AgentStatus
---
name: CurrentReadyAgents
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
category: CurrentNumber
mainMask: WaitForNextCall
subject: AgentStatus
---
name: CurrNumberInCall
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
category: CurrentNumber
mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, CallRinging, CallDialing
subject: AgentStatus
---
name: CurrentNumberLoggedInAgents
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
category: CurrentNumber
mainMask: '*,~LoggedOut,~NotMonitored'
subject: AgentStatus
---
name: LongestIdleTime
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: SKILL_AG
statisticDefinitionEx:
category: CurrentMaxTime
mainMask: WaitForNextCall
subject: AgentStatus
---
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
---
#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
---
#service level
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
---
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
