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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.

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.

Warning
You must restart Stat Server after configuration changes.

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.

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

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.

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

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

  1. Click the plus sign (+) next to Environment in the Genesys Administrator 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 topic) 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 Create New Section/Option.
    The Add Statistic window appears.
  2. Enter a statistic name from the Stat Server Statistics Settings tables starting with Table 1 .
  3. Click OK.
    The new statistic appears in the Option tab of the Statistics list.
Tip
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

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.

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

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 the table Interaction Volume.
  5. In the Option Value box, enter the corresponding option value.
    Enter the option values exactly as shown in the table Interaction Volume.
  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 Create New Section/Options again.
  10. Continue the procedure until you have created all the recommended statistics.
  11. 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
MainMask = CallEntered
Subject = DNAction

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
MainMask = CallAbandoned
Subject = DNAction

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
MainMask = CallAbandoned, CallAbandonedFromRinging
Subject = DNAction

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
MainMask = CallAnswered, CallAbandoned, CallAbandonedFromRinging
Subject = DNAction

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
MainMask = CallDistributed
Subject = DNAction

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
MainMask = CallAnswered
Subject = DNAction

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
MainMask = CallInbound, CallOutbound, AfterCallWork
Subject = DNAction

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
MainMask = CallInbound, CallOutbound
Subject = DNAction

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.

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This page was last modified on October 30, 2017, at 12:04.