Contents
WFM Statistics: Recommended Settings
This topic provides recommendations or examples of how statistics might be configured for Genesys Stat Server, Voice Interactions, and Genesys eServices (Multimedia) Interactions as they relate to capturing WFM data. These examples are provided, based on the assumption that the user has some knowledge or expertise in routing strategies and is familiar with Interaction Server rules.
This article is not a comprehensive guide to configuring statistics, but provides only basic examples that you can customize to meet the needs of your organization. If you require more information, see the following additional resources:
- Stat Server User's Guide—Provides detailed information about statistical type sections, such as Objects, MainMask, Catagory, Subject, and more.
- Reporting Technical Reference Solution Reporting Templates—Provides detailed descriptions of statistics.
- Reporting Technical Reference Customization—Provides detailed information about configuring statistics (including custom statistics) in Genesys Configuration Manager.
- Interaction Server product page—Includes the complete documentation suite for Interaction Server.
Configuring Stat Server Statistics
You configure the Stat Server statistics that WFM Data Aggregator tracks and records using WFM Web. Therefore, you must configure certain Stat Server settings required by WFM before launching WFM Web and completing the WFM Data Aggregator configuration (see Configuring Data Aggregator).
In addition, you must locate or configure in Genesys Administrator the necessary Stat Server statistics for tracking WFM activities, so they will be available when configuring WFM Data Aggregator statistics in the WFM Web.
You must configure two parameters in Stat Server: TimeProfile and TimeRange.
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.
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 these options and values:
- 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.
TimeRange
WFM Data Aggregator uses the TimeRange option 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.
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 Web.
Procedures
The following procedures relate to the topics on this page:
Locating Preconfigured Stat Server Statistics in Genesys Administrator
Purpose: To locate preconfigured Stat Server statistics.
Start of Procedure
- Click the plus sign (+) next to Environment in the Genesys Administrator tree view.
- Click Applications.
- The list of available Applications appears in the right-hand pane of the window.
- Double-click the Stat Server Application object.
- The Properties window appears, containing several tabs.
- Click the Options tab.
- The preset statistics are listed on the Options tab.
- Scroll through the list to determine which statistics (from those discussed in this topic) are already available, and which ones you need to create.
End of Procedure
Next Steps:
- Complete the Creating New Stat Server Statistics for each statistic you need to create.
- Complete the Entering Settings for New Statistics for each new statistic.
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
- On the Stat Server Option tab, click Create New Section/Option.
- The Add Statistic window appears.
- Enter a statistic name from the Stat Server Statistics Settings tables starting with Table 1 .
- Click OK.
- The new statistic appears in the Option tab of the Statistics list.
End of Procedure
Next Steps:
- Complete the procedure Entering Settings for New Statistics for each new statistic.
Entering Settings for New Statistics
Purpose: To configure the new statistics just created.
Prerequisite: You have completed the Creating New Stat Server 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.
Start of Procedure
- Double-click a new statistic.
- The Properties window appears, but is blank.
- In the Properties window, right-click in the blank area and, from the shortcut menu, select New.
- The Edit Option dialog box opens.
- Enter four option names and values for each new statistic.
- In the Option Name box, enter an option name from the table Interaction Volume.
- In the Option Value box, enter the corresponding option value.
- Enter the option values exactly as shown in the table Interaction Volume.
- Click OK.
- The new settings appear in the Properties window.
- Repeat Steps 1–5 until you have defined properties for all four options.
- After entering all the required properties, click OK.
- To create the next statistic, click Create New Section/Options again.
- Continue the procedure until you have created all the recommended statistics.
- Click OK.
End of Procedure
To find 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.
Recommended Stat Server Statistics
Interaction Volume
| Item | Description |
|---|---|
| Statistic Name | TotalNumberCallsEntered |
| Statistic Configuration Option/Value pairs |
Objects = Queue, RoutePoint, GroupQueues Category = TotalNumber |
| Comments | Predefined. Collects the number of interactions that enter the object. |
Abandonment Volume
| Item | Description |
|---|---|
| Statistic Name | TotalNumberCallsAband |
| Statistic Configuration Option/Value pairs |
Objects = Queue, RoutePoint, GroupQueues Category = TotalNumber |
| Comments | Predefined. Collects the number of interactions abandoned while waiting in the object. |
| Statistic Name | TotalNumberShortAbandons |
| Statistic Configuration Option/Value pairs |
Objects = Queue, RoutePoint, GroupQueues Category = TotalNumberInTimeRange |
| Comments | Predefined. Collects the number of interactions abandoned while waiting in the object. |
Quality of Service
| Item | Description |
|---|---|
| Statistic Name | ServiceFactor1 |
| Statistic Configuration Option/Value pairs |
Objects = Queue, RoutePoint, GroupQueues Category = ServiceFactor1 |
| Comments | Predefined. You must configure a time range to use this statistic. Reports the percentage of interactions answered by
agents within the time range. Calculated as interactions answered divided by total interactions (answered + abandoned). |
| Statistic Name | TotalNumberCallsDistrib |
| Statistic Configuration Option/Value pairs |
Objects = Queue, RoutePoint, GroupQueues Category = TotalNumber |
| Comments | Predefined. Reports the number of interactions distributed to other objects from the specified object. |
| Statistic Name | AverTimeBeforeAnswering |
| Statistic Configuration Option/Value pairs |
Objects = Queue, RoutePoint, GroupQueues Category = AverageTime |
| Comments | Not predefined. Reports the average time an interaction range before being answered. Calculated as a ratio of total wait time for interactions to be answered divided by the number answered. Only interactions answered during the current time interval are counted. |
Handle Time
| Item | Description |
|---|---|
| Statistic Name | TotalHandleTime |
| Statistic Configuration Option/Value pairs |
Objects = Agent, Place, GroupAgents, GroupPlaces Category = TotalAdjustedTime |
| Comments | Predefined. Reports the total time an agent spent handling inbound or outbound interactions and doing offline work. |
| Statistic Name | TotalNumberCallsHandled |
| Statistic Configuration Option/Value pairs |
Objects = Agent, Place, GroupAgents, GroupPlaces Category = TotalNumber |
| Comments | Not predefined. Reports the number of inbound and outbound interactions that ended during a specific timestep. |
To copy-and-paste a generic set of these recommended statistics, see, Using Copy-and-Paste Format for Statistics.