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(Auto-creation of topic Documentation:HTCC:API:Listofstatisticstobemonitored:8.5.2 via reference from Documentation:HTCC:API:StatisticsAPI:8.5.2.)
 
(→‎list of statistics to be monitored)
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= list of statistics to be monitored =
+
= List of statistics to be monitored=
 +
__TOC__
 +
 
 +
==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 <tt>statistics.yaml</tt> 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 <tt>statistics.yaml</tt> 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===
 +
<p><toggledisplay showtext="[+] Simple Mode Entry Format" hidetext="[-] Simple Mode Entry Format">
 +
Example:
 +
 
 +
<nowiki>
 +
name: test
 +
statisticDefinitionName: TestAgentStat
 +
objectType: QUEUE
 +
timeProfile: OneDay
 +
notificationMode: PERIODICAL
 +
notificationFrequency: 10
 +
timeRange: Range0-60
 +
timeRange2: Range0-5
 +
</nowiki>
 +
 
 +
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 ([[http://docs.genesyslab.com/Special:Repository/81fr_us-statserver.pdf?id=01cbd701-da38-49b6-b984-394ca06187e8 |See Stat Server User’s 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 Configuration Manager used for statistic aggregation ([[http://docs.genesyslab.com/Special:Repository/81fr_us-statserver.pdf?id=01cbd701-da38-49b6-b984-394ca06187e8 |See Stat Server User’s Guide]])
 +
* timeRange/timeRange2 - the timeranges names which are defined in Configuration Manager and are used for calculating statistic. ([[http://docs.genesyslab.com/Special:Repository/81fr_us-statserver.pdf?id=01cbd701-da38-49b6-b984-394ca06187e8 |See Stat Server User’s Guide]]).
 +
 
 +
</toggledisplay>
 +
 
 +
===Extended mode entry format===
 +
<toggledisplay showtext="[+] Extended Mode Entry Format" hidetext="[-] 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:
 +
<nowiki>
 +
name: testServiceLevel
 +
statisticDefinitionEx:
 +
    category: TotalNumberInTimeRangePercentage
 +
    mainMask: CallAnswered
 +
    subject: DNAction
 +
    intervalType: GrowingWindow
 +
    dynamicTimeProfile: "0:00"
 +
    timeRangeLeft: 0
 +
    timeRangeRight: 60
 +
objectType: QUEUE
 +
notificationMode: PERIODICAL
 +
notificationFrequency: 10
 +
</nowiki>
 +
 
 +
Fields '''name''', '''objectType''', '''notificationMode''', '''notificationFrequency''' have the same meaning as for simple mode. The '''statisticDefinitionEx''' defines the statistic to be collected. Note the indentation here. No tabs can be used ([http://yaml.org/spec/1.1/#id871856| 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
 +
|}
 +
 
 +
Note that those properties are used for defining the statistics. Not all combinations are supported by StatServer. See [http://docs.genesyslab.com/Special:Repository/81fr_us-statserver.pdf?id=01cbd701-da38-49b6-b984-394ca06187e8 |File:81fr us-statserver.pdf Stat Server user guide] for more info.
 +
 
 +
</toggledisplay>
 +
 
 +
==Queue Statistics==
 +
<toggledisplay showtext="[+] Total_Answered" hidetext="[-] 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:
 +
<nowiki>
 +
name: Total_Answered
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: QUEUE
 +
statisticDefinitionEx:
 +
    category: TotalNumber
 +
    dynamicTimeProfile: "0:00"
 +
    intervalType: GrowingWindow
 +
    mainMask: CallAnswered
 +
    subject: DNAction
 +
</nowiki>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] Total_Abandoned" hidetext="[-] 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:
 +
<nowiki>
 +
name: Total_Abandoned
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: QUEUE
 +
statisticDefinitionEx:
 +
    category: TotalNumber
 +
    dynamicTimeProfile: "0:00"
 +
    intervalType: GrowingWindow
 +
    mainMask: CallAbandoned
 +
    subject: DNAction
 +
</nowiki>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] Current_In_Queue" hidetext="[-] Current_In_Queue">
 +
The number of customer interactions that are currently waiting in queue.
 +
 
 +
Definition in Configuration Server:
 +
 
 +
<nowiki>
 +
name: Current_In_Queue
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: QUEUE
 +
statisticDefinitionEx:
 +
    category: CurrentNumber
 +
    mainMask: CallWait
 +
    subject: DNAction
 +
</nowiki>
 +
No time profile.
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] CurrMaxCallWaitingTime" hidetext="[-] CurrMaxCallWaitingTime">
 +
The maximum waiting time for customer interactions currently waiting on a service
 +
Definition in Configuration Server:
 +
 
 +
<nowiki>
 +
name: CurrMaxCallWaitingTime
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: QUEUE
 +
statisticDefinitionEx:
 +
    category: CurrentMaxTime
 +
    mainMask: CallWait
 +
    relativeMask: CallWait
 +
    subject: DNAction
 +
</nowiki>
 +
No time profile.
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] ServiceLevel" hidetext="[-] 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).
 +
<nowiki>
 +
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
 +
</nowiki>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] AverageWaitingTime" hidetext="[-] 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:
 +
<nowiki>
 +
name: AverageWaitingTime
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: QUEUE
 +
statisticDefinitionEx:
 +
    category: AverageTime
 +
    dynamicTimeProfile: "0:00"
 +
    intervalType: GrowingWindow
 +
    mainMask: CallWait
 +
    relativeMask: CallWait
 +
    subject: DNAction
 +
</nowiki>
 +
</toggledisplay></p>
 +
 
 +
==Skills Statistics==
 +
<p><toggledisplay showtext="[+] CurrentNotReadyAgents" hidetext="[-] CurrentNotReadyAgents">
 +
Number of not ready agents with skill
 +
<nowiki>
 +
name: CurrentNotReadyAgents
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: SKILL_AG
 +
statisticDefinitionEx:
 +
    category: CurrentNumber
 +
    mainMask: NotReadyForNextCall
 +
    subject: AgentStatus
 +
</nowiki>
 +
Time profile - not used.
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] CurrentReadyAgents" hidetext="[-] CurrentReadyAgents">
 +
Number of ready agents with skill
 +
<nowiki>
 +
name: CurrentReadyAgents
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: SKILL_AG
 +
statisticDefinitionEx:
 +
    category: CurrentNumber
 +
    mainMask: WaitForNextCall
 +
    subject: AgentStatus
 +
</nowiki>
 +
Time profile - not used.
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] CurrNumberInCall" hidetext="[-] CurrNumberInCall">
 +
Number of agents with skill in call
 +
<nowiki>
 +
name: CurrNumberInCall
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: SKILL_AG
 +
statisticDefinitionEx:
 +
    category: CurrentNumber
 +
    mainMask: CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, CallRinging, CallDialing
 +
    subject: AgentStatus
 +
</nowiki>
 +
Time profile - not used.
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] LongestIdleTime" hidetext="[-] 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).
 +
<nowiki>
 +
name: LongestIdleTime
 +
notificationFrequency: 10
 +
notificationMode: PERIODICAL
 +
objectType: SKILL_AG
 +
statisticDefinitionEx:
 +
    category: CurrentMaxTime
 +
    mainMask: WaitForNextCall
 +
    subject: AgentStatus
 +
</nowiki>
 +
Time profile - not used.
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] AverageHandlingTime" hidetext="[-] 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.
 +
<nowiki>
 +
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
 +
</nowiki>
 +
</toggledisplay></p>
 +
 
 +
<p><toggledisplay showtext="[+] ServiceLevel" hidetext="[-] 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).
 +
<nowiki>
 +
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
 +
</nowiki>
 +
</toggledisplay></p>
 +
 
 +
==Agent 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>
 +
</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
 +
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>
 +
</toggledisplay></p>
 +
 
 +
==Resources==
 +
See [http://docs.genesyslab.com/Documentation/HTCC/8.5.1/Dep/ReportingConfiguration#Enabling_Reporting Enabling Reporting] in the ''Workspace Web Edition & Web Services Deployment Guide''.
 +
 
 +
See [http://docs.genesyslab.com/Documentation/HTCC/8.5.1/Dep/ReportingConfiguration#Configuring_Virtual_Queues_.26_Virtual_Agent_Groups 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.
 +
 
 +
<p><toggledisplay showtext="[+] Sample statistics.yaml file" hidetext="[-] Sample statistics.yaml file">
 +
Internal statistics used for tracing the state of agent.
 +
<nowiki>
 +
#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
 +
</nowiki>
 +
</toggledisplay></p>
  
 
[[Category:V:HTCC:8.5.2]]
 
[[Category:V:HTCC:8.5.2]]

Revision as of 18:00, January 8, 2014

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

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

[+] Other agent statistics

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

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