Contact Center Statistics not showing

[Jones]

Using the Genesys Documentation I got "My Statistics" to work which is now showing nicely.
However, I can't seem to get "COntact Center Statistics" to work.
I followed the documentation and I can't see what I'm missing.
Any thoughts?

Created stats in Workspace: (they correspond with stats in stat server and have been created with and without object ID, makes no difference)

[CCStat-Email_Answered]
description = Number of answered mails
object-id = $AGENT.LOGINQUEUE$
statistic-name = Email_Answered
statistic-type = Queue

[CCStat-Calls_Answered]
description = Number of answered calls
object-id = $AGENT.LOGINQUEUE$
statistic-name = Total_Calls_Answered
statistic-type = Queue

[CCStat-Email_Entered]
description = number of entered mails
object-id = $AGENT.LOGINQUEUE$
statistic-name = Email_Entered2
statistic-type = Queue

[CCStat-Email_Waiting]
description = Waiting emails
object-id = $AGENT.LOGINQUEUE$
statistic-name = Email_CurrentWait2
statistic-type = Queue


statistics.displayed-statistics = CCStat-Email_Answered, CCStat-Calls_Answered, CCStat-Email_Entered, CCStat-Email_Waiting
statistics.queues = $AGENT.LOGINQUEUE$
statistics.refresh-time = 10
statistics.routing-points =

[cavagnaro]

Remove white space from options value

[Jones]

I have changed:
statistics.displayed-statistics = CCStat-Email_Answered, CCStat-Calls_Answered, CCStat-Email_Entered, CCStat-Email_Waiting

to

statistics.displayed-statistics = CCStat-Email_Answered,CCStat-Calls_Answered,CCStat-Email_Entered,CCStat-Email_Waiting

Does not help. (also the KPI stats have a space and they work)

KPI stats example:

[KPI_Voice_AHT_Agent]
description = Voice AHT
evaluation-display = Evaluation
period = Default
statistic-name = Average_Handle_Time
target-value = 4

kpi.displayed-kpis = KPI_Email_Accepted_Agent, KPI_Email_Rejected_Agent, KPI_Email_AHT_Agent, KPI_Voice_AHT_Agent, KPI_Answered_Calls_Agent
kpi.refresh-time = 10
kpi.show-agent-groups = true

[cavagnaro]

Check IWS logs to see what is going on, also check SS logs

Enviado de meu E6633 usando Tapatalk

[Jones]

Could not find any errors.
removed object-id = $AGENT.LOGINQUEUE$ from statistic as its not mandatory.

Changed to:
statistics.displayed-statistics = CCStat-Email_Answered, CCStat-Calls_Answered, CCStat-Email_Entered, CCStat-Email_Waiting
statistics.queues = XX@Multimedia Switch
statistics.refresh-time = 10
statistics.routing-points =

Works for  XX@Multimedia Switch but not for $AGENT.LOGINQUEUE$
This means I would have to add all queues/groups separately, something I don't want to do.
How to get it working to show only groups the agent is logged into? Works for KPI but not Contact Center Stats.

Changed Stat Type to GroupQueues with $AGENT.LOGINQUEUE$, also does not work.

[cavagnaro]

What is XX? An RP or an ACD Queue?
An agent logs into an ACD Queue, not a RP

[cavagnaro]

From docs:
[quote]
Statistics are calculated in the following way, the statistic is calculated for the list of objects specified by the statistics.queues option, which can be populated with the following tags; however, if the section contains an option named "object-id", the statistic is calculated only for that specific object:

$Agent.LoginQueue$ -- Returns the list of queue identifiers on which the agent logs in. Set this value either in the object-id option in the contact center statistics section, or in the statistics.queues option.
$AgentGroup.OriginationDns$ -- Returns the list of origination DNs for the list of agent groups to which the agent currently logged in. This value IS set by the object-id option in the contact center statistics section.
[/quote]

[Jones]

It all works apart from using $AGENT.LOGINQUEUE$
It does not show the queues that the Agent is logged into, like for the KPI's.
It only works if I enter all separate queues, as we have 250+, I won't be able to use it this feature...

Thanks for your help anyway

[Jones]

Our agents do not log in to ACD.
They log into a virtual place.

Is this why $AGENT.LOGINQUEUE$ does not work?

[cavagnaro]

Place is a DN object, while Queue is that, a Queue object, can't combine both.
Read StatServer guide for better understanding

[Jones]

Well I only just heard about the agents not logging into a queue but a place...

How can I now show the My Contact Center statistics if I cannot use $Agent.LoginQueue$ or $AgentGroup.OriginationDns$ ?

[cavagnaro]

[quote author=Jones link=topic=10024.msg46065#msg46065 date=1487689752]
This means I would have to add all queues/groups separately, something I don't want to do.
[/quote]

[n3vek7]

By adding the VQ to the Agrp has orig dns it doesn't work with $AgentGroup.OriginationDns$ ?
Do you really want to show 250+ vq's there? Maybe you should pull stats from DN Group?

And you say it doesn't work, it's not showing in WDE or it shows without data or with zeros only ?

[Jones]

No I don't want to show 250+ VQ's
I want to show the statistics for the skills the Agent is assigned to.

In our case, skills is the same as Agent Groups.

[Jones]

[quote author=n3vek7 link=topic=10024.msg46067#msg46067 date=1487691223]
Maybe you should pull stats from DN Group?

[/quote]

yes! But how?