Enabling Agents to View KPIs and Contact Center Statistics

You can configure Workspace Web Edition to display Key Performance Indicators (KPIs) and Contact Center Statistics in the Workspace Web Edition interface so that your agents can receive warnings and errors based on their statistics. Web Service reports statistics based on the statistic names that you specify in the statistics.yaml file. You must configure the statistic names in the CloudCluster application object by using Genesys Adminstrator (or Configuration Manager). The name of the statistic must correspond to the value of statistic-name in the statistics.yaml file.

Configuring KPIs and Statistics for Workspace Web Edition

To display statisctics (KPIs) in the My Statistics tab of the Workspace Web Edition interface, you must specify at least one statistic in the kpi.displayed-kpis option.

To display contact center statistics in the Contact Center Statistics tab of the Workspace Web Edition interface, you must specify at least one statistic in the statistics.displayed-statistics option.

The following attributes are available for each statistic that you specify:

• measurement-unit -- an optional display value
• statistic-name -- the name of the statistic to be displayed. This must correspond to the value of the name attribute in the statistics.yaml file.
• warning-level-high -- the maximum value of the statistic before a warning is raised. No warnings below this value.
• warning-level-low -- the minimum value of the statistic before a warning is raised. No warnings above this value.

The following is an example of a statistic (TotalNumberOutboundCalls) that you can define in the statistics.yaml file:

[KPI-OutboundCalls]
description=Total number outbound calls
statistic-name=TotalNumberOutboundCalls
warning-level-low=4

To display this statistic in the My Statistics tab, set the value of the kpi.displayed-kpis option to TotalNumberOutboundCalls.

Statistics Reporting Configuration

Web Services uses several statistics internally to support contact availability and also provides a default set of statistics that are displayed in the agent and supervisor interfaces.

HTCC Node Configuration

The value of the nodeId property must be set in the server-settings.yaml file. The value of this option must be a unique identifier for each node in a Web Services cluster. All nodes that share the same Cassandra storage read the contact centers that require statistic and divide the monitoring tasks among the nodes.

Statistics Time-to-Live

You can define the time-to-live for statistic storage in server-settings.yaml file by using the statisticsTTL property. If this optional parameter is not defined, the default value of 86400 (24 hours) will be used. This property defines the interval of time for which the value of the statistics are stored.

statistics.yaml

The statistics that are specified in the statistics.yaml file define which statistics and object types Web Services requests from Stat Server. A default statistics.yaml file is included with Workspace Web Edition & Web Services. It contains all of the statistics that Web Services needs internally as well as those that are required by the agent and supervisor applications.

statistics.yaml is located in the main Web Services config folder (this is defined by the config.path variable, which is set to /opt/jetty/genconfig by default on the ubuntu voice machine).

Stat Server Configuration

Any Stat Server application in a Genesys environment to which the Web Services node/cluster will connect must include a set of statistic definitions that match those that are specified in the statistics.yaml file.