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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

[+] Simple 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

[+] Total_Abandoned

[+] Current_In_Queue

[+] CurrMaxCallWaitingTime

[+] ServiceLevel

[+] AverageWaitingTime

Skills Statistics

[+] CurrentNotReadyAgents

[+] CurrentReadyAgents

[+] CurrNumberInCall

[+] LongestIdleTime

[+] AverageHandlingTime

[+] ServiceLevel

Agent Statistics

[+] Internal statistics

[+] Other agent statistics

Sample statistics.yaml

This list is the minimal list - it contains only statistics which are required for current version of UI.

[+] Sample statistics.yaml file

Resources

Include?

File:Sample configuration snapshot.cfg.txt

File:Statistics yaml.txt - if used inside htcc_configuration folder - rename to statistics.yaml

File:81fr us-statserver.pdf

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