Configuring Data Aggregator
You configure Data Aggregator to enable statistics gathering and set certain parameters to ensure the specified Data Aggregator application can be restarted within sites and business units. However, you might also want to configure configure Reason Codes to provide more specific information about agent states, or configure a separate Data Aggregator instance as a hot-standby backup server.
You will find the information you need to perform these tasks in the following topics:
Setting Up Data Aggregator
To set up Data Aggregator, you set certain parameters in the WFM Web Organization module, in either the Business Unit or Sites views. The parameters are set to:
- Enable Data Aggregator to be restarted at the business units or site level
- Define the Tenant (default is always Environment) and password
- Display the specified Stat Server (read-only parameter)
- Align the Data Aggregator's time profile with Stat Server's time profile.
Adding Reason Codes
When associating agent schedule states provided by WFM with Genesys events, you can configure reason codes with Genesys events. This allows you to refine the Genesys agent-state information that WFM uses to track agent compliance with their scheduled states.
WFM Data Aggregator can process reason codes that come from hard and/or soft phones. To receive reason codes from hard phones, or in a mixed hard/soft phone environment, set the ReasonCodeKeyName option in the WFM Data Aggregator Application object to ReasonCode.
For more information about reason codes, see Using Reason Codes.
Using Hot-Standby Data Aggregator for Backup
You can configure a hot-standby backup WFM Data Aggregator for each primary WFM Data Aggregator server. You will need to create an Application object for the backup server and then, in the primary Data Aggregator Application, create a connection to the backup. See Manually Create the Application Objects.
The backup reads the same information as the primary WFM Data Aggregator, so if it is necessary to switch to the backup, there is no delay or loss of data. At the transition, the backup WFM Data Aggregator simply starts writing to the database starting from where the primary WFM Data Aggregator left off.
If configured properly, WFM Data Aggregator also backs up data in the event of a disconnect from the database and the subsequent WFM Data Aggregator shutdown. It first writes all current data to a local dump file. You must specify a path and file name for the DBDumpFile option on the Options tab of the WFM Data Aggregator Application object.