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Enabling Agents to View KPIs and Contact Center Statistics

You can configure Workspace Web Edition to display Key Performance Indicators (KPIs) and Contact Center Statistics in the Workspace Web Edition interface so that your agents can receive warnings and errors based on their statistics.

Important
KPIs and Statistics are reported only for the voice channel.

Web Service reports statistics based on the statistic names that you specify in the statistics.yaml file. You must configure the statistic names in the WWEWS Cluster application object by using Genesys Adminstrator (or Configuration Manager).

Important
The name of the statistic must correspond to the value of statistic-name in the statistics.yaml file. Workspace does not support real-time statistics for mixed media (voice/eServices) environments. If a mixed media environment is used, voice statistics are not accurate.

statistics.yaml Setup

The statistics that are specified in the statistics.yaml file define which statistics and object types Web Services requests from Stat Server. A default statistics.yaml file is included with Workspace Web Edition & Web Services. It contains all of the statistics that Web Services needs internally as well as those that are required by the agent and supervisor applications.

The statistics.yaml file is located in the main Web Services config folder (this is defined by the config.path variable, which is set to /opt/jetty/genconfig by default on the ubuntu voice machine).

The following is an example entry in the statistics.yaml file which demonstrates how it maps to the section in configuration server. 

name: OutboundCalls
notificationFrequency: 10
notificationMode: PERIODICAL
objectType: AGENT
statisticDefinitionEx:
    category: TotalNumber
    dynamicTimeProfile: "0:00"
    intervalType: GrowingWindow
    mainMask: CallOutbound
    subject: DNAction

The following is an example of a statistics.yaml :

statistics.yaml[+]

Statistics Reporting Setup

Genesys Web Services uses several statistics internally to support contact availability and also provides a default set of statistics that are displayed in the agent interface.

Genesys Web Services Node Configuration

The value of the nodeId property must be set in the server-settings.yaml file. The value of this option must be a unique identifier for each node in a Genesys Web Services cluster. All nodes that share the same Cassandra storage read the contact centers that require statistics and divide the monitoring tasks among the nodes.

Statistics Time-to-Live

You can define the time-to-live for statistic storage in server-settings.yaml file by using the statisticsTTL property. If this optional parameter is not defined, the default value of 86400 (24 hours) is used. This property defines the interval of time for which the value of the statistics are stored.

Configuring KPIs and Statistics for Workspace Web Edition

To display statistics (KPIs) in the My Statistics tab of the Workspace Web Edition interface, you must specify at least one statistic in the kpi.displayed-kpis option.

  • The kpi.displayed-kpis option is configured in the interaction-workspace section in the WWEWS Cluster application.
  • The value of this option is a coma-separated list of section names defined in the WWEWS Cluster application. Each section has an option named statistic-name that corresponds to a statistic that is defined in the statistics.yaml file and depends on what is supported by your Stat Server application. Specify the statistics in the order in which you want the statistics to be displayed in the Workspace interface.

To display contact center statistics in the Contact Center Statistics tab of the Workspace Web Edition interface, you must specify at least one statistic in the statistics.displayed-statistics option.

  • The statistics.displayed-statistics option is configured in the interaction-workspace section in the WWEWS Cluster application.
  • The value of this option is a coma-separated list of section names defined in the WWEWS Cluster application. Each section has an option named statistic-name that corresponds to a statistic that is defined in the statistics.yaml file, and depends on what is supported by your Stat Server application. Specify the statistics in the order in which you want the statistics to be displayed in the Workspace interface.
Important
The statistics and KPIs that are in the statistics.yaml file are the only statistics and KPIs that are currently supported by Workspace. Genesys recommends that you do not modify the statistics.yaml file.

The following attributes are available for each statistic that you specify in the related section:

  • measurement-unit — an optional display value
  • statistic-name — the name of the statistic to be displayed. This must correspond to the value of the name attribute in the statistics.yaml file.
  • warning-level-high — (optional) the maximum value of the statistic before a warning is raised. No warnings below this value.
  • warning-level-low — (optional) the minimum value of the statistic before a warning is raised. No warnings above this value.
  • error-level-high — (optional) the maximum value of the statistic before an error is raised. No errors below this value.
  • error-level-low — (optional) the minimum value of the statistic before an error is raised. No errors above this value.
  • worst-value-high — (optional) the maximum value of the statistic before a critical error is raised.
  • worst-value-low — (optional) the minimum value of the statistic before a critical error is raised.

The following is an example of a KPI section called KPI-OutboundCalls that you can define for the OutboundCalls statistic in the WWEWS Cluster options by using Configuration Manager: 

[KPI-OutboundCalls]
description=Total number outbound calls
statistic-name=OutboundCalls
warning-level-low=4

To display this KPI in the My Statistics tab, set the value of the kpi.displayed-kpis option to KPI-OutboundCalls.

The following is an example of a Contact Center Statistic section called CC-AverageWaitingTime that you can define for the AverageWaitingTime statistic in the WWEWS Cluster options by using Configuration Manager: 

[CC-AverageWaitingTime]
statistic-name=AverageWaitingTime

To display this statistic in the Contact Center Statistics tab, set the value of the statistics.displayed-statistics option to CC-AverageWaitingTime.

The following is an example of a configuration (.cfg) file that is related to a statistics configuration for the options in a WWEWS Cluster object that is exported from Configuration Manager:

statistics-kpi.cfg[+]

Stat Server Configuration

Any Stat Server application in a Genesys environment to which the Web Services node/cluster will connect must include a set of statistic definitions that match those that are specified in the statistics.yaml file.

This page was last edited on December 5, 2013, at 22:03.
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