Custom Reporting

Basic Configuration for Real-Time and Historical Reporting Based on T-Server's UserEvent Mechanism

Prerequisites

1. ORS is connected to T-Server
2. StatServer is connected to the same T-Server (if you need real-time reporting)
3. Icon is connected to T-Server and configured to store user events to G_CUSTOM_DATA_P table (if you need historical reporting)

Architecture

Configuration instructions

• Create a new DN of type Extension. The name of the DN is not important, but it is used inside SCXML scripts so should be meaningful and recognizable.
  Example: Sip_Switch -> DN -> REPORTING
• Make sure Icon and StatServer are connected to the T-Server that is servicing the switch specified in step 1.
  Example: Sip_Server.
• In Icon configuration in Configuration Manager, add the 'custom-states' section under Options and create the GlobalData option there. List attached data fields you want to capture preceded with data type.
  Example:

 custom-states/GlobalData=char,gms_SessionId, char,gms_SessionEventSeq, char,gms_ServiceName, char,gms_UserId, char,gms_externalId,
                          char,gms_ServiceStartAt, char,gms_WaitingForAgent, char,gms_AgentAvailable, char,gms_UserConnected,
                          char,gms_AgentConnected, char,gms_IxnCompleted, char,gms_ServiceStoppedAt 

• Start Icon and StatServer (if not already started) and use logs to verify they registered on REPORTING DN.
• Add the following block of code to the beginning of your SCXML flow. This code will setup the _data.userevent_udata_to_send variable to store all significant state changes you want to capture from the point of view of reporting. Names should match Icon's GlobalData configuration option and StatServer/CCPulse reporting and statistics templates.
  Example:

 <datamodel>
 	
 	
 </datamodel>
 <script>
 	_data.userevent_udata_to_send = {
 		'gms_SessionId':_sessionid,
 		'gms_SessionEventSeq':0,
 		'gms_ServiceName':'your service name here', 
 		'gms_UserId':, 
 		'gms_externalId':, 
 		// service state change timestamps
 		'gms_ServiceStartAt': , 
 		'gms_WaitingForAgent':, 
 		'gms_AgentAvailable':, 
 		'gms_UserConnected':, 
 		'gms_AgentConnected':, 
 		'gms_IxnCompleted':, 
 		'gms_ServiceStoppedAt':
 	};
 </script>

• Add following block of code into your SCXML flow where significant state change is happening:

 <script>
 	_data.userevent_udata_to_send.gms_WaitingForAgent = new Date().getTime().toString();
 	_data.userevent_udata_to_send.gms_SessionEventSeq = _data.userevent_udata_to_send.gms_SessionEventSeq + 1;
 </script>
 <ixn:userevent requestid="_data.userevent_reqid" resource="({'switch':'SIP_Switch', 'dn':'REPORTING'})" 
                    udata="_data.userevent_udata_to_send"/>

Example:

 <state id="waitForAgent">
 	<onentry>
 		<script>
 			_data.userevent_udata_to_send.gms_WaitingForAgent = new Date().getTime().toString();
 			_data.userevent_udata_to_send.gms_SessionEventSeq = _data.userevent_udata_to_send.gms_SessionEventSeq + 1;
 		</script>
 		<ixn:userevent requestid="_data.userevent_reqid" resource="({'switch':'SIP_Switch', 'dn':'REPORTING'})"
                                  udata="_data.userevent_udata_to_send"/>
 
 		<queue:submit route="false"  timeout="_data.queueSubmitTimeout">
 			<queue:targets type="agentgroup">
 				<queue:target name="_data.defaultAgentGroup"/>
 			</queue:targets>
 		</queue:submit>
 	</onentry>
 
 	<transition event="queue.submit.done" target="agentAvailable"/>
 	<transition event="error.queue.submit" target="error">
 	</transition>
 	<transition event="service.ttl.expired" target="error">
 	</transition>
 </state>

Verifying reporting data

• Run your scenario by triggering Genesys Mobile Services and Orchestration Server (ORS) APIs directly.
• Make sure user events are being delivered to StatServer and Icon applications by checking T-Server logs. You should see something like this:

 00:34:20.757 Int 04543 Interaction message "RequestDistributeUserEvent" received from 516 ("OrchestrationServer")
 -- Absent ThisDN, REPORTING was used
 @00:34:20.7570 [0] 8.1.000.62 send_to_client: message EventACK
 	AttributeEventSequenceNumber	0000000000000ef8
 	AttributeCustomerID	'Environment'
 	AttributeTimeinuSecs	757000
 	AttributeTimeinSecs	1348817660 (00:34:20)
 	AttributeReferenceID	431
 	AttributeThisDN	'REPORTING'
 	AttributeUserEvent	RequestDistributeUserEvent
 00:34:20.757 Trc 04542 EventACK sent to [516] (00000003 OrchestrationServer 192.168.27.50:40727)
 @00:34:20.7570 [0] 8.1.000.62 distribute_user_event: message EventUserEvent
 	AttributeEventSequenceNumber	0000000000000ef9
 	AttributeCustomerID	'Environment'
 	AttributeTimeinuSecs	757000
 	AttributeTimeinSecs	1348817660 (00:34:20)
 	AttributeUserEvent	EventUserEvent
 	AttributeUserData	[347] 00 0c 00 00..
 		'gms_AgentAvailable'	'1348817660755'
 		'gms_AgentConnected'	
 		'gms_IxnCompleted'	
 		'gms_ServiceName'	'inbound-delay'
 		'gms_ServiceStartAt'	'1348817660553'
 		'gms_ServiceStoppedAt'	
 		'gms_SessionEventSeq'	3
 		'gms_SessionId'	'65UA6ISSJH76R340BNDQ2DG0DG000036'
 		'gms_UserConnected'	
 		'gms_UserId'	
 		'gms_WaitingForAgent'	'1348817660744'
 		'gms_externalId'	
 	AttributeANI	'777'
 	AttributeDNIS	'333'
 	AttributeReferenceID	431
 	AttributeThisDN	'REPORTING'
 00:34:20.758 Trc 04542 EventUserEvent sent to [508] (0000000c Icon_Voice 192.168.27.50:42678)
 00:34:20.758 Trc 04542 EventUserEvent sent to [588] (00000004 Stat_Server 192.168.27.50:40728)
 00:34:20.758 Trc 04542 EventUserEvent sent to [592] (00000005 Universal_Routing_Server 192.168.27.50:40744)

• Check your Icon log and G_CUSTOM_DATA_P table and make sure data is recorded properly.
  Examples:

Icon log:

 00:39:19.569 Int 04543 Interaction message "EventUserEvent" received from 65200 ("SIP_Server@REPORTING")
 00:39:19.751 Int 04543 Interaction message "EventUserEvent" received from 65200 ("SIP_Server@REPORTING")
 00:39:19.766 Int 04543 Interaction message "EventUserEvent" received from 65200 ("SIP_Server@REPORTING")
 00:39:19.987 Trc 25016 Persistent Queue GUD: transaction 10929 is committed. 5 records written into the queue
 00:39:19.987 Trc 25003 Database queue [GUD]: persistent queue transaction 10929 is being processed.
 00:39:20.001 Trc 25004 Database queue [GUD]: persistent queue transaction 10929 is processed, committed and removed. 5 records are written.

Icon's G_CUSTOM_DATA_P table:

 select * from dbo.G_CUSTOM_DATA_P
 
 8	0	830	REPORTING	0	101	1	2012-09-28 07:43:09.443	1348818189	4496060	65UA6ISSJH76R340BNDQ2DG0DG000038	1	inbound-delay			1348818189441		
 9	0	830	REPORTING	0	101	1	2012-09-28 07:43:09.590	1348818189	4496060	65UA6ISSJH76R340BNDQ2DG0DG000038	2	inbound-delay			1348818189441	1348818189590	
 10	0	830	REPORTING	0	101	1	2012-09-28 07:43:09.600	1348818189	4496060	65UA6ISSJH76R340BNDQ2DG0DG000038	3	inbound-delay			1348818189441	1348818189590	1348818189596

• Start CCPulse and create a reporting template for monitoring REPORTING DN.

Congratulations: you are done!