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media-type

Section: statserver
Default Value: No default value
Valid Values: Any value, preconfigured within Configuration Server—in the Business Attributes/MediaType folder in Genesys Administrator
Changes Take Effect: Immediately upon notification
Modified: 8.5.102

Determine the media type of interactions that the virtual queue has been configured to handle. This option is set only for a Virtual Queue object. Only one media type should be configured for any given virtual queue. Starting with Stat Server release 8.5.102, voice is a valid value.

vq-use-alt-enter-time

Section: statserver
Default Value: no
Valid Values: yes, no
Changes Take Effect: After restart
Related Options: use-alt-enter-time

Controls whether Stat Server uses an alternative enter time when it calculates the durations of some actions in some scenarios that involve virtual queues. Specifically, prior to release 7.6.100.43, when Stat Server received Event PartyChanged with CallState=ok on a virtual queue and the connection ID differed from the previous connection ID (Connid!=PreviousConnid), Stat Server considered each receipt of EventPartyChanged to constitute a new call and, therefore, reset the durations of the following retrospective actions:

  • CallAnswered
  • CallDistributed
  • CallAbandoned
  • CallAbandonedFromRinging
  • CallRingingPartyChanged
  • CallForwarded
  • CallCleared

Beginning with release 7.6.100.43, Stat Server supports this scenario by not updating the enter time—this becomes the “alternate enter time”—that is associated with the previously listed actions when either the vq-use-alt-enter-time option or use-alt-enter-time local DN-level option is set to yes. The scenario, where Connid!=PreviousConnid, is common in some SIP deployments in which Stat Server receives multiple EventPartyChanged TEvents for a call that remains in a virtual queue waiting for its target to become available.

use-alt-enter-time

Section: statserver
Default Value: no
Valid Values: yes, no
Changes Take Effect: Immediately upon notification


Determines whether Stat Server should use an alternative enter time when calculating the duration of some actions in some scenarios that involve virtual queues. The value of this dynamic option overrides the value of the vq-use-alt-enter-time global option that is set in the Stat Server application.

load-balance-aht

Section: statserver
Default Value: 90
Valid Values: Positive integers less than 4294967296 (232)
Changes Take Effect: After restart (when defined within the Stat Server Application object)


Specifies the initial value, in seconds, for handling time. Stat Server uses this figure in the operand of the formula for calculating load-balancing of all mediation DNs that Stat Server monitors. Refer to the LoadBalance statistical category in the Stat Server User's Guide for more information about this formula.

You can also configure this value locally within the Options of mediation DN objects. A value that is specified at the mediation DN level supersedes the values that are specified within the Stat Server Application object for that mediation DN. Refer to the Stat Server Reads Mediation DN Attribute section of the Stat Server Deployment Guide for information about configuring this option within mediation DNs.

Prior to release 8.0, this value was hard-coded at 90 seconds.

ignore-disabled-objects-in-queue-statistics

Section: statserver
Default Value: no
Valid Values: yes, no
Changes Take Effect: After restart


In the 8.1.0- releases, this option specifies whether Stat Server takes into account disabled Person and Place objects when calculating certain queue statistics. When this option is set to yes, Stat Server abstains from updating queue statistics having any of the ActionLogin, AgentReady, and AgentActive actions in the main mask while Person and Place objects continue to be disabled. When set to no, Stat Server considers all Person and Place objects—disabled or enabled—and all masks in computations of queue statistics.

Note: The aforementioned statistics are such that actions are propagated from a place to a queue only when an agent is logged on to the place and either of the following:

  • Both the agent and place are enabled, in which case the value of this configuration option is irrelevant.
  • The agent and/or place is disabled and the value of this option is set to no.

Starting with 8.1.2 release, only the agent should be enabled to be accounted for in queue statistics that use ActionLogin, AgentReady, and AgentActive actions.

ignore-disabled-objects-in-group-statistics

Section: statserver
Default Value: no
Valid Values: yes, no
Changes Take Effect: After restart


Specifies whether Stat Server takes into account the Person and Place objects that are disabled in the Configuration Layer when calculating statistics for corresponding groups of objects.

Setting this option to yes excludes agents and places in the calculation of group status for CurrentState statistics as long as the relevant Person and Place configuration objects are disabled in the Configuration Layer. This option also affects any number-related group statistics in the same manner.

Genesys recommends setting this option to yes in a Stat Server application serving Universal Routing Server, and no (the default) in a Stat Server application serving CCPulse+ and/or CC Analyzer.

Factors Affecting Stat Server

Stat Server receives events from the Genesys applications that are configured in Stat Server's application connections and processes them within the confines of Stat Server's configuration. In addition, Stat Server directly reads general information about the switch underlying these applications. Stat Server uses this information, in part, to determine which action(s) to generate and report to its clients. Though Stat Server does not read the values of the configuration options of such applications, Stat Server does consider certain attributes about these applications (such as their type and version) in its handling of events that originate from these applications.

Tip
For the purpose of this topic, DNs and switches are not considered to be applications. However, Stat Server does read the configuration options of these objects to provide certain functionality.

For information about manipulating Stat Server behavior via configuration options, refer to the RTME Options Reference Guide.

Factors other than Stat Server's own configuration that have an impact on Stat Server output:

Stat Server Reads Switch and DN Attributes

To Determine Capacity and Impact Routing of Interactions to Multimedia DNs

In support of reporting for multimedia DNs, whenever Stat Server in regular mode of operation (SSr) detects a multimedia DN, Stat Server now reads the DN's attributes, and those of its switch, to determine whether the DN is capable of handling multiple, simultaneous interactions of differing media types. Stat Server in cluster mode does not support reporting of multimedia DNs. SSr looks for the following:

  • A DN switch type of either of the following:
    • VoIPSMCPSwitch (Voice over IP SMCP Switch in Genesys Administrator).
    • SIPSwitch (SIP Switch in Genesys Administrator).
  • A DN type of CFGExtension (Extension in Genesys Administrator).
  • A value of yes in the [TServer]/multimedia configuration option for the DN. (This option is defined on the Options tab of the DN object in Genesys Administrator.)
  • Version 7.6.x or greater of T-Server, if the switch type is SIPSwitch.

Stat Server uses the switch's media attributes as the default for all Extension DNs that belong to it.

If these criteria are met, Stat Server supports routing of interactions with chat or voice media types to multimedia DNs. (For more information on this subject, refer to “Capacity Planning for Multimedia DNs” in the Genesys Resource Capacity Planning Guide.) Prior to release 7.6, Stat Server supported routing of voice interactions only to such DN types.

To Suppress the Transmission of Attached Data

For the switches and DNs that Stat Server monitors, Stat Server checks the [statserver] section of the Options tab for the value of the suppress-user-data configuration option. The value of this option determines whether Stat Server should transmit call-extracted attached data to Stat Server clients for the particular DN on which the option was set or for all DNs registered on a switch. Setting this option is useful for reducing network traffic in environments where many Stat Server applications are connected to a single T-Server, for example, and where each Stat Server application in such a scenario serves a different business purpose.

A value of no (the default value) indicates that Stat Server will continue to receive attached data (and transmit attached data to its clients). If the option value is set to yes, however, T-Server will not send any EventAttachedData TEvents or AttributeUserData attributes of any other TEvent to Stat Server; and, as a result, Stat Server will not transmit userdata, for the associated DN or switch object, to its clients.

If this option is defined for a particular DN, its value overrides any value that may be specified at the switch. Dynamic changes to this option take effect upon DN re-registration.

Note: The selective suppression of attached data is possible only with T-Server release 7.6 and later.

For Processing Stuck Calls and ACW Notifications

In addition, Stat Server regularly references a switch’s type and a DN’s type to perform many other operations, such as checking for stuck calls or processing ACW notifications.

Stat Server Reads Resource Attributes

To Determine Which Objects Are Enabled

To calculate group- and queue-related statistics, Stat Server considers whether member Person objects and, for Stat Server operating in regular mode, Place objects have been enabled in Configuration Server, depending on the values of the ignore-disabled-objects-in-group-statistics and ignore-disabled-objects-in-queue-statistics Stat Server configuration options. This property of contact center resources is but one attribute that Stat Server directly reads about configuration objects.

To Determine if Origination DNs Are Configured

Stat Server, also reads the properties of GroupAgents objects and, for Stat Server operating in regular mode, GroupPlaces objects as well, to determine if origination DNs have been configured therein (in the Configuration tab, Advanced settings, of the object's properties in Genesys Administrator/GAX). If configured, Stat Server reflects the events occurring at these origination DNs for agent group and place group statistics computations—Stat Server also generates retrospective, interaction-related actions reflecting regular DNs onto these origination DNs.

Stat Server Reads Virtual Agent Group Definitions

To Determine Group Membership

For Agent Group objects, Stat Server also reads the script configuration option (located in the virtual section of the Options tab) to determine the objects to which actions apply. Refer to the Virtual Agent Groups of the Stat Server User's Guide for more information about how to define this object.

Stat Server Reads Mediation DN Attributes

To Determine Average Handling Time

When it is calculating statistics for URS so that it can balance call loads over several mediation DNs, Stat Server reviews each mediation DN’s setting of average handling time, which is configured through use of the load-balance-aht option in the [statserver] section on the Options tab of mediation DN objects. Values specified at the mediation DN–level supersede the global value, which is controlled and set within the Stat Server Application object, and the same range of values apply.

Dynamic changes to this option, at the mediation DN level, take effect immediately upon notification of mediation DN re-registration.

To Calculate Action Durations

Stat Server reads the use-alt-enter-time configuration option in the [statserver] section on the Options tab of virtual queue DN objects to determine whether Stat Server should use an alternative enter time when calculating the durations of some actions in some scenarios that involve virtual queues. The value of this dynamic option overrides the value of the vq-use-alt-enter-time global option that is set in the Stat Server application.

To Calculate ExpectedWaitTime2

As part of Stat Server's calculation of the ExpectedWaitTime2 in which agent capacities are greater than one, Stat Server reads the media-type configuration option in the [statserver] section of the Options tab of Virtual Queue objects to determine the media type of interactions that the virtual queue has been configured to handle. This dynamic option is set only for a Virtual Queue object; there exists no global option that defines the media type for all virtual queues. Its permissible values are those that have been preconfigured within Configuration Server—in the Business Attributes/MediaType folder in Genesys Administrator. Only one media type should be configured for any given virtual queue. Starting with Stat Server release 8.5.102, voice is a valid value of the media-type option.

Refer to the ExpectedWaitTime2 statistical category in the Framework Stat Server User's Guide to learn how Stat Server calculates it. The ExpectedWaitTime2 statistical category is not supported for Stat Server operating in cluster mode.

Stat Server Reads SIP Server

While running in cluster mode, Stat Server reads information about agent logins and DNs from SIP Server. Refer to SIP Cluster documentation for further information.

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This page was last modified on November 8, 2018, at 03:17.