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WFM Statistics: Recommended Settings

This topic provides recommendations for configuring statistics for Genesys Stat Server, Voice Interactions, and Genesys eServices (Multimedia) Interactions, in the following sections:

Configuring Stat Server Statistics

You configure the Stat Server statistics that WFM Data Aggregator tracks and records using the WFM Configuration Utility. Therefore, you must configure certain Stat Server settings required by WFM before launching the WFM Configuration Utility and completing the WFM Data Aggregator configuration.

If you use the WFM Data Aggregator Configuration Wizard (instead of performing a manual installation and configuration) and you select the Wizard’s Add WFM Statistics option, the Wizard completes all the necessary Stat Server configuration. In this case, the statistics have the variant names (starting with WFM) listed in parentheses in the Statistic Name rows of the Stat Server Statistics Settings tables beginning with Table 1 in the section Configuring Statistics for Voice Interactions.

Important
The Wizard only adds the voice statistics described in Table 1 on this page and Tables 1-6 in the section Configuring Statistics for Voice Interactions, not the Genesys eServices (Multimedia) statistics. You must configure most eServices statistics manually in Stat Server. See details in Tables 1-16 in the section Configuring WFM Statistics for eServices (Multimedia) Interactions and Tables 1-12 in the section Statistics For iWD Interactions.

In addition, you must locate or configure in Configuration Manager the necessary Stat Server statistics for tracking WFM activities, so they will be available when configuring WFM Data Aggregator statistics in the WFM Configuration Utility.

Warning
You must restart Stat Server after configuration changes.

You must configure two parameters in Stat Server: TimeProfile and TimeRange.

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TimeProfile

WFM Data Aggregator uses TimeProfile to order statistics for WFM activities from Stat Server based on a specific interval of time. This time interval is configured in Stat Server as TimeProfile.

If you use the WFM Data Aggregator Configuration Wizard instead of performing a manual installation and configuration, and select the Wizard’s Add WFM Statistics option, the Wizard completes all the necessary time profile configuration. In this case, the time profiles have these variant names (starting with WFM), such as:

  • WFMProfile,Growing=0:00+0:15
  • WFMTimeProfile,Growing=0:00+0:15

To configure the time profile, check the TimeProfiles section on the Options tab of the Stat Server Application object. If it does not exist, create this section.

After locating or creating this section, add the options:

  • WFMProfile,Growing=0:00+0:15
  • TimeProfileName,Growing=0:00+0:15

TimeProfileName indicates the name of the time profile to be used. The 0:15 parameter indicates that the request statistics are based on 15-minute intervals.

Important
A 15-minute interval is the only timestep currently supported.

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TimeRange

WFM Data Aggregator uses TimeRange to request that the service-factor statistics be calculated, based on the specified time interval. Usually, service factor is calculated as X% of calls answered in Y seconds. The Y seconds must be configured as the TimeRange parameter.

After you configure the time range, Stat Server uses it by default and returns the value for any service-factor statistic as X% of calls answered in [TimeRange] seconds. To configure the time range, check for the TimeRanges section of the Stat Server Application object. If it does not exist, create this section.

If you use the WFM Data Aggregator Configuration Wizard instead of performing a manual installation and configuration, and select the Wizard’s Add WFM Statistics option, the Wizard creates the necessary time range configuration. In this case, the time ranges have these variant names (starting with WFM):

  • WFMTimeRange10=0-10
  • WFMTimeRange15=0-15
  • WFMTimeRange20=0-20
  • WFMTimeRange30=0-30
  • WFMTimeRange60=0-60
  • WFMTimeRange90=0-90

After locating or creating this section, add these options:

  • TimeRange10=0-10
  • TimeRange15=0-15
  • TimeRange20=0-20
  • TimeRange30=0-30
  • TimeRange60=0-60
  • TimeRange90=0-90

In this case, 10, 15, 20, and so on, represent the Y seconds portion of the service factor calculation described above.

You can configure multiple time ranges for multiple service-level goals. A Customer Service goal of 80 percent of calls answered in 30 seconds and a Corporate Customer Service goal of 90 percent of calls answered in 10 seconds is configured as follows:

  • CustTimeRange '0-30'
  • CorpTimeRange '0-10'

After you configure TimeRange statistic, use this option when configuring the Stat Server request in the WFM Configuration Utility.

Important
After restarting Stat Server, be certain that during initialization the TimeProfile and TimeRange statistics proceed successfully. See the Stat Server documentation for more details.

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Procedures

Click the red arrow to see a list of procedures related to the topics on this page.

Locating Preconfigured Stat Server Statistics in Configuration Manager

Purpose: To locate preconfigured Stat Server statistics.

Start of Procedure

  1. Click the plus sign (+) next to Environment in the Configuration Manager tree view.
  2. Click Applications.
    The list of available Applications appears in the right-hand pane of the window.
  3. Double-click the Stat Server Application object.
    The Properties window appears, containing several tabs.
  4. Click the Options tab.
    The preset statistics are listed on the Options tab.
  5. Scroll through the list to determine which statistics (from those discussed in this chapter) are already available, and which ones you need to create.

End of Procedure

Next Steps:

Creating New Stat Server Statistics

Purpose: To create new Stat Server statistics.
Prerequisite: The statistics that WFM requires are not in the preset list.

Start of Procedure

  1. On the Stat Server Option tab, click the Create New Section/Option icon.
    The Add Statistic window appears.
  2. Enter a statistic name from the Stat Server Statistics Settings tables starting with Table .
  3. Click OK.
    The new statistic appears in the Option tab of the Statistics list.
Important
Certain Genesys eServices (Multimedia) statistics require additional configuration. For more details, see Configuring WFM Statistics for eServices (Multimedia) Interactions.

End of Procedure

Next Steps:

Entering Settings for New Statistics

Summary: After you create new statistics, you must configure each to attach the correct properties to each. You can create one or more separate requests for each activity.

For example, if an activity named CustomerCare is handled by two different queues, the interaction volume can be obtained by creating a separate request to Stat Server for the TotalNumberCallsInbound statistic for each queue. WFM Data Aggregator automatically sums these results to calculate the total number of CustomerCare interactions.

Warning
Stat Server statistics are used to collect historical data. It is critical that the statistic requests be configured correctly.

Purpose: To configure the new statistics just created.
Prerequisite: You have completed the Creating New Stat Server Statistics.

Start of Procedure

  1. Double-click a new statistic.
    The Properties window appears, but is blank.
  2. In the Properties window, right-click in the blank area and, from the shortcut menu, select New. The Edit Option dialog box opens.
  3. Enter four option names and values for each new statistic.
  4. In the Option Name box, enter an option name from Table 1: Recommended Stat Server Statistics.
  5. In the Option Value box, enter the corresponding option value.
    6. Important
    Enter the option values exactly as shown in Table 1: Recommended Stat Server Statistics.
  6. Click OK.
    The new settings appear in the Properties window.
  7. Repeat Steps 1–5 until you have defined properties for all four options.
  8. After entering all the required properties, click OK.
  9. To create the next statistic, click the Create New Section/Options icon again.
  10. Continue the procedure until you have created all the recommended statistics.
  11. Click OK.

End of Procedure

If you need more information about Stat Server statistics, see the Stat Server documentation.

If you need more information about Stat Server statistics, see the Stat Server documentation.You can copy-and-paste a generic set of these recommended statistics, in the topic Using Copy-and-Paste Format for Statistics.

Tables: Recommended Stat Server Statistics

View tables.. [+]

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This page was last edited on August 14, 2019, at 18:29.
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