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InteractionDeleted (StagingAreas)

This retrospective action is generated on a StagingArea (Interaction Queue) upon receiving the EventProcessingStopped event, when the interaction is finished and no longer exists in the system.

For more information about Stat Server actions, see InteractionDeleted (StagingAreas).

InteractionDistributedToQueue

This retrospective action is generated on a StagingArea (Interaction Queue1 specified with the attr_old_queue attribute) upon receiving the EventPlacedInQueue event on an Interaction Queue2 (specified with the attr_itx_queue attribute) when the interaction is entered into the Interaction Queue2 from the Interaction Queue1.

For more information about Stat Server actions, see InteractionDistributedToQueue.

InteractionCleared

This retrospective action is generated on a StagingArea (Interaction Queue) upon receiving the EventTakenFromQueue event, when the interaction is diverted from the specific Interaction Queue to be processed not by an agent based on Actor information (attr_party_type != 2) provided in the event. Note: At this point an association between the Interaction Queue and the interaction still exists.

For more information about Stat Server actions, see InteractionCleared.

InteractionDistributed

This retrospective action is generated on a StagingArea (Interaction Queue) upon receiving the EventTakenFromQueue event, when the interaction is diverted from the specific Interaction Queue to be processed by an agent based on Actor information (attr_party_type = 2) provided in the event. Note: At this point an association between the Interaction Queue and the interaction still exists.

For more information about Stat Server actions, see InteractionDistributed.

InteractionEntered

This momentary action is generated on a StagingArea (Interaction Queue) upon receiving the EventPlacedInQueue event or the EventSubmitted event with attr_itx_state = 0, when the interaction is entered into the specific Interaction Queue.

For more information about Stat Server actions, see InteractionEntered.

InteractionCreated (StagingAreas)

This momentary action is generated on a StagingArea (Interaction Queue) upon receiving the EventInteractionSubmitted event, when a new interaction is submitted to the Interaction Queue.

For more information about Stat Server actions, see InteractionCreated (StagingAreas).

db-txn-max-retries

Section: statserver
Default Value: 3
Valid Values: Integers greater or equal to 1 and less than or equal to 10 retries
Changes Take Effect: After restart


This option controls how many times Stat Server re-sends a transaction to the database connection after a timeout has occurred, before it disconnects and reconnects to the database.

db-timeout

Section: statserver
Default Value: 30
Valid Values: Integers greater or equal to 10 and less than or equal to 3600 seconds
Changes Take Effect: After restart


This option controls how long Stat Server waits for a response from the database connection, before re-sending the current transaction.

InteractionReleased (StagingAreas)

This retrospective action is generated on a StagingArea (Interaction Queue) upon receiving the EventPartyRemoved event.

For more information about Stat Server actions, see InteractionReleased (StagingAreas).

InteractionAnswered (StagingAreas)

This retrospective action is generated on a StagingArea (Interaction Queue) upon receiving the EventPartyAdded event when an interaction is accepted by an agent.

For more information about Stat Server actions, see InteractionAnswered (StagingAreas).

InteractionAccepted (StagingAreas)

This retrospective action is generated on a StagingArea (Interaction Queue) upon receiving the EventPartyAdded event when an interaction is accepted by an agent for the first time. It is generated only ones for any interaction.

For more information about Stat Server actions, see InteractionAccepted (StagingAreas).

InteractionAbandonedDuringOffering (StagingAreas)

This retrospective action is unconditionally generated on a StagingArea (Interaction Queue) upon receiving the EventRevoked event if the interaction is revoked or upon receiving the EventRejected event if the interaction is not accepted by an agent for any reason.

For more information about Stat Server actions, see InteractionAbandonedDuringOffering (StagingAreas).

CallOutboundReceived

This durable call-related action is started when the EventEstablished event is received for a given ConnID and there exists the CallRinging action for that ConnID. This action ends with the EventReleased event.

For more information about Stat Server actions, see CallOutboundReceived.

CallOutboundOriginated

This durable call-related action is started when the EventEstablished event is received for a given ConnID and there exists the CallDialing action for that ConnID. This action ends with the EventReleased event.

For more information about Stat Server actions, see CallOutboundOriginated.

CallObserving...

The CallObserving... actions include the following:

  • CallObservingUnknown
  • CallObservingInternal
  • CallObservingInbound
  • CallObservingOutbound
  • CallObservingConsult

For more information about Stat Server actions, see CallObserving....

InteractionPastCompletionServiceLevel (StagingAreas)

This retrospective action is generated on a StagingArea (Interaction Queue) upon receiving the EventProcessingStopped event with UserData containing the CompleteServiceObjective key.

For more information about Stat Server actions, see InteractionPastCompletionServiceLevel (StagingAreas).

InteractionPastAcceptServiceLevel (StagingAreas)

This retrospective action is generated on a StagingArea (Interaction Queue) upon receiving the EventProcessingStopped event with UserData containing the ServiceObjective key.

For more information about Stat Server actions, see InteractionPastAcceptServiceLevel (StagingAreas).

InteractionPastCompletionServiceLevel (Tenants)

This retrospective action is generated on a Tenant upon receiving the EventProcessingStopped event with UserData containing the CompleteServiceObjective key. A value of the CompleteServiceObjective key provides expected duration to complete interaction handling.

For more information about Stat Server actions, see InteractionPastCompletionServiceLevel (Tenants).

InteractionPastAcceptServiceLevel (Tenants)

This retrospective action is generated on a Tenant upon receiving the EventProcessingStopped event with UserData containing the ServiceObjective key.

For more information about Stat Server actions, see InteractionPastAcceptServiceLevel (Tenants).

InteractionDeleted (Tenants)

This retrospective action is generated on a Tenant upon receiving the EventProcessingStopped event, when the interaction is finished and no longer exists in the system.

For more information about Stat Server actions, see InteractionDeleted (Tenants).

InteractionAccepted1

This retrospective action is generated on an Agent and a Place independently upon receiving the EventPartyAdded event when the interaction is accepted for the very first time. This action is generated only if the mandatory attribute attr_itx_delivered_at is equal to NULL.

For more information about Stat Server actions, see InteractionAccepted1.

InteractionAbandonedDuringOffering (Tenants)

This retrospective action is unconditionally generated on a Tenant upon receiving the EventRevoked event if the interaction is revoked or upon receiving the EventRejected event if the interaction is not accepted by an agent for any reason.

For more information about Stat Server actions, see InteractionAbandonedDuringOffering (Tenants).

InteractionCreated (Tenants)

This momentary action is generated on a Tenant upon receiving the EventInteractionSubmitted event, when a new interaction is received by the system.

For more information about Stat Server actions, see InteractionCreated (Tenants).

interaction-wait-on-sa-media-list

Section: statserver
Default Value: "chat"
Valid Values: “Media 1, Media 2, …, Media N” or “All”
Changes Take Effect: After restart
Introduced: 8.5.103

Specifies the list of media type name(s) for which the InteractionWait (StagingAreas) action is generated.

interaction-wait-on-sa-max-number

Section: statserver
Default Value: 2147483647
Valid Values: Integers 0 through 2147483647
Changes Take Effect: After restart
Introduced: 8.5.103

Specifies the maximum allowed number of InteractionWait (StagingAreas) actions. When the threshold is reached, Stat Server does not create any more instances of the InteractionWait (StagingAreas) action, until the number of such actions falls back below the threshold.

If the debug-level option is set to Server, the following message is printed in the Stat Server log every minute while the threshold is reached:
"ATTN: InteractionWait actions threshold of (Max Number) reached”

UserEventReceived (Mediation DNs)

The EventUserEvent TEvent triggers this durable action.

For more information about Stat Server actions, see UserEventReceived (Mediation DNs).

UserEventReceived (Regular DNs)

The EventUserEvent TEvent triggers this durable action.

For more information about Stat Server actions, see UserEventReceived (Regular DNs).

InteractionWait (StagingAreas)

The InteractionWait (StagingAreas) durable action starts on a StagingArea when Stat Server receives the following events:

  • EventPlacedInQueue
  • EventSubmitted with attr_itx_state=0

For more information about Stat Server actions, see InteractionWait (StagingAreas).

InteractionReleased (Tenants)

This retrospective action is generated on a Tenant upon receiving the EventPartyRemoved event.

For more information about Stat Server actions, see InteractionReleased (Tenants).

InteractionAnswered (Tenants)

This retrospective action is generated on a Tenant upon receiving the EventPartyAdded event when an interaction is accepted by an agent.

For more information about Stat Server actions, see InteractionAnswered (Tenants).

InteractionAccepted (Tenants)

This retrospective action is generated on a Tenant upon receiving the EventPartyAdded event when an interaction is accepted by an agent for the first time. It is generated only ones for any interaction.

For more information about Stat Server actions, see InteractionAccepted (Tenants).

suppress-user-data

Section: statserver
Default Value: undefined
Valid Values: yes or no when the option is defined
Changes Take Effect: Upon DN re-registration
Introduced: 8.5.104

If this option is not defined, there is no change to the existing Stat Server behavior. If the option is defined, its value overrides the value of the suppress-user-data option of Switch and/or DN objects. If the option is defined but the value is missing or wrong, then it is considered as defined no value.

consult-acw-mode

Section: statserver
Default Value: always
Valid Values: always, last
Changes Take Effect: After restart
Introduced: 8.5.104

When a consult call is released on a regular DN and the after-call-work (ACW) is pending, Stat Server generates the AfterCallWork action only in the following cases:

  • consult-acw-mode=always
  • consult-acw-mode=last and there are no more calls on a DN

ExternalServiceResponded (Tenants)

This momentary action is generated on a Tenant upon receiving the EventExternalServiceResponded event.

For more information about Stat Server actions, see ExternalServiceResponded (Tenants).

ExternalServiceRequested (Tenants)

This momentary action is generated on a Tenant upon receiving the EventExternalServiceRequested event.

For more information about Stat Server actions, see ExternalServiceRequested (Tenants).

NotRoutable

This durable action is generated on an agent or place for a particular MediaType if the agent/place has DNs/media channels for this MediaType and the agent/place capacity does not allow routing to this agent/place for this MediaType.

For more information about Stat Server actions, see NotRoutable.

Routable

This durable action is generated on an agent or place for a particular MediaType if the agent/place has DNs/media channels for this MediaType and the agent/place capacity allows routing to this agent/place for this MediaType.

For more information about Stat Server actions, see Routable.

throttle-threshold

Section: log
Default Value: 5000
Valid Values: 0-10000
Changes Take Effect: Immediately
Dependencies: enable-thread = true
Introduced: 8.5.106
Related Links: log throttling

Specifies the size of the internal log queue at which the verbose level is to be reduced so as to lessen the load generated by logging. If this option is set to 0 (zero), throttling does not occur. For more information about log throttling, refer to the Framework Management Layer User’s Guide.

throttle-period

Section: log
Default Value: 30
Valid Values: 0-3600
Changes Take Effect: Immediately
Dependencies: enable-thread = true
Introduced: 8.5.106

Specifies, in seconds, how long to keep the throttled verbose level. When this period of time has expired, the original log verbose level will be restored when the log queue size has decreased to less than 50% of the threshold.

enable-thread

Section: log
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.106
Related Options: throttle-period, throttle-threshold
Related Links: log throttling

Specifies whether to enable or disable the logging thread. If set to true (the logging thread is enabled), the logs are stored in an internal queue to be written to the specified output by a dedicated logging thread. This setting also enables the log throttling feature, which allows the verbose level to be dynamically reduced when a logging performance issue is detected. Refer to the Framework Management Layer User’s Guide for more information about the log throttling feature.

If this option is set to false (the logging thread is disabled), each log is written directly to the outputs by the thread that initiated the log request. This setting also disables the log throttling feature.

stat-file-timeout

Section: statserver
Default Value: 10
Valid Values: Positive integers less than 65536
Changes Take Effect: Immediately
Introduced: 8.5.107

Specifies the amount of time, in seconds, that Stat Server must wait after adding a record to the StatFile log file, before it can write another record. Set this option to a large value if you need to minimize the amount of hard drive space that is consumed by the StatFile log file.

stat-file-show-options

Section: statserver
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.107

Controls whether Stat Server configuration options are shown in the StatFile log file.

stat-file-show-clients-list

Section: statserver
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.107

Specifies whether Stat Server writes client connection details in the StatFile log file.

interaction-wait-on-tenant-media-list

Section: statserver
Default Value: "chat"
Valid Values: "Media 1, Media 2, …, Media N" or "All"
Changes Take Effect: After restart
Introduced: 8.5.107

Specifies the list of media type name(s) for which the InteractionWait (Tenants) action is generated. All other media types will be ignored.

interaction-wait-on-tenant-max-number

Section: statserver
Default Value: 2147483647
Valid Values: Integers 1 through 2147483647
Changes Take Effect: After restart
Introduced: 8.5.107

Specifies the maximum allowed number of InteractionWait (Tenants) actions. When the threshold is reached, Stat Server does not create any more instances of the InteractionWait (Tenants) action, until the number of such actions falls back below the threshold.

When the debug-level option is set to Server, and the number of InteractionWait (Tenants) actions meets or exceeds the configured threshold value, the following message is printed in the Stat Server log once every minute until the number of InteractionWait (Tenants) actions is less than the maximum allowed:
"ATTN: Tenant(s) InteractionWait actions threshold of <max number> reached”

DND

This durable action starts on RegDN when Stat Server receives:

  • The EventRegistered or EventAddressInfo TEvent with the ("dnd",1) pair in the Extensions attribute
  • The EventDNDOn TEvent

Previously started DND action ends when Stat Server receives one of the following TEvents:

  • EventDNDOff
  • EventServerDisconnected
  • EventLinkDisconnected
  • EventOutOfService
  • EventAddressInfo with the ("dnd",0) pair in the Extensions attribute

For more information about Stat Server actions, see DND.

InteractionWait (Tenants)

The InteractionWait (Tenants) action is tracking an interaction until it is handled by an agent. This action can start and end multiple times for the same interaction.

For more information about Stat Server actions, see InteractionWait (Tenants).

InteractionAbandoned (Tenants)

This retrospective action is unconditionally generated on a Tenant upon receiving the EventAbandoned.

For more information about Stat Server actions, see InteractionAbandoned (Tenants).

qos-recovery-enable-lms-messages

Section: overload
Default Value: false
Valid Values: true, false
Changes Take Effect: After restart
Introduced: 8.5.108

Enables Standard recovery related log messages, which are introduced for debugging purpose:

10072 “GCTI_SS_OVERLOAD_RECOVERY_STARTED - Overload recovery started on %s (%d current CPU usage)”

10073 “GCTI_SS_OVERLOAD_RECOVERY_FAILED - Overload recovery failed on %s (%d current CPU usage)”.

qos-default-overload-policy

Section: overload
Default Value: 0
Valid Values: 0, 1, 2
Changes Take Effect: After restart
Introduced: 8.5.108

Defines the global overload policy.

If this option is set to:

  • 0 (zero) - sends and updates for requested statistics can be cut
  • 1 - only sends of statistics to Stat Server clients can be cut
  • 2 - nothing can be cut. Stat Server updates and sends all requested statistics.

protection

Section: overload
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.108

Controls whether the overload protection is applied during the Stat Server overload.

cut-debug-log

Section: overload
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.108

Controls debug logging in the overload. If set to true, the debug log is cut during the Stat Server overload.

cpu-threshold-low

Section: overload
Default Value: 60
Valid Values: 0-100
Changes Take Effect: After restart
Introduced: 8.5.108

Defines the lower level of the main thread CPU utilization threshold, which signifies the start of the Stat Server recovery.

cpu-threshold-high

Section: overload
Default Value: 80
Valid Values: 0-100
Changes Take Effect: After restart
Introduced: 8.5.108

Defines the higher level of the main thread CPU utilization threshold, which signifies the start of the Stat Server overload.

cpu-poll-timeout

Section: overload
Default Value: 10
Valid Values: 1-60
Changes Take Effect: After restart
Introduced: 8.5.108

Defines, in seconds, how often the main thread CPU is polled.

cpu-cooldown-cycles

Section: overload
Default Value: 30
Valid Values: 1-100
Changes Take Effect: After restart
Introduced: 8.5.108

Defines the number of cpu-poll-timeout cycles in a cooldown period.

For example, if the cpu-poll-timeout = 10sec and cpu-cooldown-cycles = 30, then the cooldown period is 10x30 =300sec. It means that the main thread CPU should be below the value of the cpu-threshold-low option for 300sec, after this period overload recovery is considered to be over.

allow-new-requests-during-overload

Section: overload
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.108

Controls whether new requests can be made during the Stat Server overload.

allow-new-connections-during-overload

Section: overload
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.108

Controls whether new clients can connect during the Stat Server overload.

session-expiration-timeout

Section: ha
Default Value: 120
Valid Values: 1 - 3600
Changes Take Effect: Immediately
Introduced: 8.5.109

Specifies, in seconds, how often the session expiration is checked during the time configured in the session-expiration-period option.

session-expiration-period

Section: ha
Default Value: 1800
Valid Values: 0 - 86400
Changes Take Effect: Immediately
Introduced: 8.5.109

Sets the session expiration period, in seconds. When the primary and backup Stat Servers, operating in high availability (HA) mode, cannot reconnect in time specified by the value of this option, the new session with the full statistics replication is initialized. When this option is set to 0 (zero), the lost session expires immediately.

connect-timeout

Section: ha
Default Value: 2
Valid Values: 1 - 3600
Changes Take Effect: Immediately
Introduced: 8.5.109

Timeout, in seconds, when the reconnect attempt between Stat Servers, operating in high availability (HA) mode, is made.

chunk-timeout

Section: ha
Default Value: 1
Valid Values: 1 - 3600
Changes Take Effect: Immediately
Introduced: 8.5.109

Duration, in seconds, between adjacent chunks during replication of statistics between primary and backup Stat Server instances. Term "chunk" means the number of statistics, processed simultaneously.

chunk-size

Section: ha
Default Value: 5000
Valid Values: 1 - 100000
Changes Take Effect: Immediately
Introduced: 8.5.109

Sets the number of statistics, processed simultaneously during replication of statistics between primary and backup Stat Server instances.

addp-trace

Section: ha
Default Value: both
Valid Values: local, remote, both, off
Changes Take Effect: Immediately
Introduced: 8.5.109

If addp is specified for the HA connection, the addp-trace option determines whether ADDP messages are written to the primary and backup Stat Server logs:

  • local ADDP trace occurs on the side of the Stat Server in backup mode.
  • remote ADDP trace occurs on the side of the Stat Server in primary mode.
  • both ADDP trace occurs at both the primary and backup Stat Servers.
  • off Turns ADDP off.

addp-timeout

Section: ha
Default Value: 10
Valid Values: 1 - 3600
Changes Take Effect: Immediately
Introduced: 8.5.109

If addp is specified for the HA connection, the addp-timeout option specifies the time interval, in seconds, that Stat Server in backup mode waits before polling the other Stat Server in the redundant pair.

addp-remote-timeout

Section: ha
Default Value: 10
Valid Values: 1 - 3600
Changes Take Effect: Immediately
Introduced: 8.5.109

If addp is specified for the HA connection, the addp-remote-timeout option specifies the time interval, in seconds, that Stat Server in backup mode instructs the other Stat Server in the redundant pair to use when polling to check the connection between the two servers.

interaction-cost-key

Section: budget
Default Value: InteractionCost
Valid Values: <key name>
Changes Take Effect: Immediately
Introduced: 8.5.110

Specifies the key in UserData, where the interaction cost is specified. If changed, all future interactions are affected. This option is recognized by URS.

enabled

Section: budget
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.110

Enables the budget model. If set to false, Stat Server does not provide the budget information in the CurrentTargetState statistic on agents. This option is recognized by URS.

default-cost-unknown

Section: budget
Default Value: the value of the default-cost option
Valid Values: 0 - 2147483647
Changes Take Effect: Immediately
Introduced: 8.5.110

If defined, overrides the default-cost option for any media type for the particular Tenant.

default-cost-outbound

Section: budget
Default Value: the value of the default-cost option
Valid Values: 0 - 2147483647
Changes Take Effect: Immediately
Introduced: 8.5.110

If defined, overrides the default-cost option for any media type for the particular Tenant.

default-cost-internal

Section: budget
Default Value: the value of the default-cost option
Valid Values: 0 - 2147483647
Changes Take Effect: Immediately
Introduced: 8.5.110

If defined, overrides the default-cost option for any media type for the particular Tenant.

default-cost-inbound

Section: budget
Default Value: the value of the default-cost option
Valid Values: 0 - 2147483647
Changes Take Effect: Immediately
Introduced: 8.5.110

If defined, overrides the default-cost option for any media type for the particular Tenant.

default-cost-consult

Section: budget
Default Value: the value of the default-cost option
Valid Values: 0 - 2147483647
Changes Take Effect: Immediately
Introduced: 8.5.110

If defined, overrides the default-cost option for any media type for the particular Tenant.

default-cost

Section: budget
Default Value: 0
Valid Values: 0 - 2147483647
Changes Take Effect: Immediately
Introduced: 8.5.110

Default interaction cost for any media type.

default-agent-budget

Section: budget
Default Value: 0
Valid Values: 0 - 2147483647
Changes Take Effect: Immediately
Introduced: 8.5.110

Default agent budget for any media type.

default-cost-unknown

Section: budget
Default Value: No default value
Valid Values: 0 - 2147483647
Changes Take Effect: Immediately
Introduced: 8.5.110

If defined, overrides the settings of the default-cost-unknown and default-cost options on the Tenant level for a given MediaType.

default-cost-outbound

Section: budget
Default Value: No default value
Valid Values: 0 - 2147483647
Changes Take Effect: Immediately
Introduced: 8.5.110

If defined, overrides the settings of the default-cost-outbound and default-cost options on the Tenant level for a given MediaType.

default-cost-internal

Section: budget
Default Value: No default value
Valid Values: 0 - 2147483647
Changes Take Effect: Immediately
Introduced: 8.5.110

If defined, overrides the settings of the default-cost-internal and default-cost options on the Tenant level for a given MediaType.

default-cost-inbound

Section: budget
Default Value: No default value
Valid Values: 0 - 2147483647
Changes Take Effect: Immediately
Introduced: 8.5.110

If defined, overrides the settings of the default-cost-inbound and default-cost options on the Tenant level for a given MediaType.

default-cost-consult

Section: budget
Default Value: No default value
Valid Values: 0 - 2147483647
Changes Take Effect: Immediately
Introduced: 8.5.110

If defined, overrides the settings of the default-cost-consult and default-cost options on the Tenant level for a given MediaType.

default-cost

Section: budget
Default Value: No default value
Valid Values: 0 - 2147483647
Changes Take Effect: Immediately
Introduced: 8.5.110

If defined, overrides the settings of the default-cost option on the Tenant level for a given MediaType.

default-agent-budget

Section: budget
Default Value: No default value
Valid Values: 0 - 2147483647
Changes Take Effect: Immediately
Introduced: 8.5.110

If defined, overrides the settings of the default-agent-budget on the Tenant level for a given MediaType.

<media type name>

Section: budget
Default Value: No default value
Valid Values: 0 - 2147483647
Changes Take Effect: Immediately
Introduced: 8.5.110

If defined, overrides the settings of the default-agent-budget option on MediaType and Tenant levels for a giving MediaType.

old-stats-remove

Section: statserver
Default Value: yes
Valid Values: yes, no
Changes Take Effect: Immediately
Introduced: 8.5.110.18

If set to no, statistics that have not had connected clients for longer than the time set as the value of the old-stats-remove-interval option are not to be cleaned. If set to yes (the backward-compatibility mode), the statistical garbage-collection is performed.

interaction-agent-party-in-progress-on-tenant-media-list

Section: statserver
Default Value: chat
Valid Values: All, Media 1, Media 2, …, Media N
Changes Take Effect: After restart
Introduced: 8.5.110.18

A comma-separated list of media type names for which the InteractionAgentPartyInProgress (Tenants) action is generated. All other media types are ignored.

interaction-agent-party-in-progress-on-tenant-max-number

Section: statserver
Default Value: 2147483647
Valid Values: Integers 1 through 2147483647
Changes Take Effect: After restart
Introduced: 8.5.110.18

Specifies the maximum allowed number of InteractionAgentPartyInProgress (Tenants) actions. When the threshold is reached, Stat Server does not create any more instances of the InteractionAgentPartyInProgress (Tenants) action, until the number of such actions is below the threshold.

When the debug-level option is set to Server, and the number of InteractionAgentPartyInProgress (Tenants) actions meets or exceeds the configured threshold value, the following message is printed in the Stat Server log once every minute until the number of InteractionAgentPartyInProgress (Tenants) actions is less than the maximum allowed:

"ATTN: Tenant(s) InteractionAgentPartyInProgress actions threshold of <max number> reached”

DoNotDisturb

Durable DoNotDisturb action for Agent/Place starts and ends upon relevant events simultaneously for every media-channel of a particular agent and associated by login the corresponding place.

For more information about Stat Server actions, see DoNotDisturb.

InteractionAgentPartyInProgress (Tenants)

This durable action is started on a Tenant when an interaction is initially associated with an agent(s). This action ends when there are no agents associated with the interaction.

For more information about Stat Server actions, see InteractionAgentPartyInProgress (Tenants).

config-reload-delay-if-primary

Section: statserver
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.112.07

This option controls whether Stat Server, in primary mode, delays configuration reloads. If this option is set to true, the primary Stat Server in the redundant pair delays the reload of the configuration when it cannot restore a session with Configuration Server. The option must be configured in both Stat Server applications of the primary-backup pair.

InteractionWait (Agent Workbin)

The InteractionWait (Agent Workbin) durable action starts on an Agent Workbin when Stat Server receives the EventPlacedInWorkbin event from Interaction Server.

For more information about Stat Server actions, see InteractionWait (Agent Workbin).

InteractionReleased (Agent Workbin)

This retrospective action is generated on an Agent Workbin upon receiving the EventPartyRemoved event from Interaction Server.

For more information about Stat Server actions, see InteractionReleased (Agent Workbin).

InteractionEntered (Agent Workbin)

This momentary action is generated on an Agent Workbin upon receiving the EventPlacedInWorkbin event from Interaction Server.

For more information about Stat Server actions, see InteractionEntered (Agent Workbin).

InteractionDistributed (Agent Workbin)

This retrospective action is generated on an Agent Workbin upon receiving the EventTakenFromWorkbin event, when the interaction is diverted by an agent as specified by the event attribute attr_party_type = 2.

For more information about Stat Server actions, see InteractionDistributed (Agent Workbin).

InteractionCleared (Agent Workbin)

This retrospective action is generated on an Agent Workbin upon receiving the EventTakenFromWorkbin event, when the interaction is diverted not by an agent as specified by event attribute attr_party_type != 2.

For more information about Stat Server actions, see InteractionCleared (Agent Workbin).

InteractionAnswered (Agent Workbin)

This retrospective action is generated on an Agent Workbin upon receiving the EventPartyAdded event when an interaction is accepted by an agent.

For more information about Stat Server actions, see InteractionAnswered (Agent Workbin).

InteractionAccepted (Agent Workbin)

This retrospective action is generated on an Agent Workbin upon receiving the EventPartyAdded event when an interaction is accepted by an agent for the first time. It is generated only once for any interaction based on the attribute attr_itx_delivered_at equal to NULL.

For more information about Stat Server actions, see InteractionAccepted (Agent Workbin).

InteractionAbandonedDuringOffering (Agent Workbin)

This retrospective action is generated on an Agent Workbin upon receiving the EventRevoked or EventRejected event from Interaction Server.

For more information about Stat Server actions, see InteractionAbandonedDuringOffering (Agent Workbin).

Stat Server Overview

Stat Server is the component responsible for converting single interactions into statistical data that is useful for interaction processing and contact center reporting. This data is then used by various Genesys solutions and applications to determine the availability of resources and to generate statistical indicators of contact center performance.

The Genesys Statistics Server (Stat Server) is part of the Genesys Management Framework Services Layer:

Management Framework Architecture

Refer to the Management Framework Deployment Guide for more information about the Services Layer and Stat Server's role within the Genesys Management Framework.

As a client of T-Server, Session Initiation Protocol (SIP) Server (a type of T-Server), and Interaction Server, Stat Server processes raw information received from these applications. As a client of Configuration Server, Stat Server retrieves information about the following contact center objects:

  • Regular DNs
  • Agents
  • Places
  • Queues
  • Group of agents, places, and queues
  • Routing Points
  • Staging areas
  • Tenants
  • Switches
  • Campaigns
  • Calling lists

Refer to Stat Server Object Types in the Framework Stat Server User's Guide for more information.

In short, Stat Server reconstructs the behavior of contact center objects in order to provide its clients with more elaborate and statistically useful reporting data.

To receive statistical information, Stat Server clients must specify the kind of data they need, following the Genesys Statistical Model described in the Reporting Technical Reference 8.0 series. This specification consists of a request for statistics retrieval, via stat types, from the Stat Server application programming interface (API)—the Statistics Library, or Stat Lib for short. (This API is not documented.) For instance, the Universal Routing Server requests information for the purpose of monitoring virtual queues and determining agents’ availability to process additional simultaneous interactions. And, the Genesys Outbound Contact Solution requests statistical information from Stat Server about the performance of its outbound campaigns and calling lists.

This Framework Stat Server Deployment Guide describes the configuration and installation of the Stat Server application (and supporting topics) whereas the Framework Stat Server User's Guide describes the configuration of statistics—their stat type definition. The Reporting Technical Reference 8.0 series describes the application of Stat Server statistical types employed by the Solution Reporting applications—CCPulse+ and CC Analyzer. You can also reference other Genesys solution user guides for information about how the various solutions rely on Stat Server to provide statistical information.

New in This Release

This section describes the new or changed functionality that was introduced in release 8.5.1.

Release 8.5.112.10:

Release 8.5.112.07:

  • Stat Server supports protected mode in addition to normal mode during configuration reloads.
  • The following new configuration option is added in the [statserver] section:
  • Stat Server supports Kernel Virtual Machine (KVM) on Windows and Linux.
  • Stat Server supports Microsoft SQL Server 2017.

Release 8.5.110.20:

Release 8.5.110.18:

Release 8.5.110.05:

  • Enhanced tracking of a multimedia interaction associated with the virtual queue (VQ).
    Stat Server continues to collect VQ tracking details using the EventCustom event, but now does so from all connected Interaction Servers that may participate in processing of the same interaction. This enhancement addresses cases where URS dispatches routing events through one Interaction Server and then offers the interaction with follow-up handling using another Interaction Server.

Release 8.5.110.03:

Release 8.5.109:

Release 8.5.108:

Release 8.5.107:

Release 8.5.106:

Release 8.5.104:

Release 8.5.103:

Release 8.5.102:

Release 8.5.101:

Release 8.5.100:

  • Stat Server loads configuration data asynchronously. Therefore, during the initialization Stat Server is able to:
    • Immediately process changes of its configuration options.
    • Dynamically recognize configuration changes such as creating, deleting or editing of configuration objects.
    • Dynamically change the list of its connections.
  • After a long disconnect from Configuration Server, when the history log expires, Stat Server is able to re-read its configuration. Therefore, Stat Server processes all configuration changes that were done during its disconnect to Configuration Server.
    This new functionality is essential for large environments, where Stat Server initialization takes a long time.
  • The reconnect-timeout option in the statserver section now is also applicable to the Stat Server connection to Configuration Server.
  • Stat Server calculates regular statistics on StagingArea for the following new actions:

This section describes the new or changed functionality that was introduced in release 8.5.0.

  • Stat Server supports multiple Interaction Servers that handle the same Tenant.
  • Stat Server supports the EventHint panic signal from Interaction Server. Refer to the eServices Reference Manual for more information about this feature.
  • Stat Server supports Interaction Server Proxy.
  • Stat Server supports direct database connection.
  • Stat Server features more robust DND model implementation for voice.
  • Stat Server processes network messages (client and server) in a separate thread.
  • Stat Server supports higher number of concurrent client connections (on most platforms).
  • Stat Server no longer supports Resource Capacity Wizard and Stat Server Wizard. All deployment wizards migrate to Genesys Administrator Extension (GAX).
This page was last edited on November 15, 2019, at 22:55.
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