CCA Reporting Agent and Agent Groups

[Tony Tillyer]

Friday's dumb question(!);

I have 2 reports for the same purpose, using the exact same statistics; 1 is an Agent report, containing all of the Agents in 1 Agent Group the other is the associated Agent Group. However, if I takea Daily aggregated report from both Layouts, the Time on Inbound Calls (using a KVP Filter) differs, being that the Agent Group report shows a higher amount than the Agent Report... Curiously, the number of calls remains the same, whilst the time on those calls differs quite a bit between reports (by about 25%).

I have checked the Agent Group and the Agent Meta Group in DMA and they are the same 44 Agents in the Agent (Meta) Group report and the same 44 Agents in the actual Agent report.

Any ideas why these (identical) reports might be displaying different values?

Brio 6.6/DMA 7.1/SS 7.1/TS 7.1/URS 7.1 ... etc...

Thanks!

[LeszekM]

What are the exact metrics you are using (object, subject, mask, etc.)?

Leszek

[Beancurd]

Hi Tony,

In reporting I do for clients I always make sure that the actual statistic definition used for both AGs and Agents is the same one different names but same config.

Here is one:
StatTypeName="Total_Talk_Time_Inbound"
IfHistorical="Yes"
FiltersApplicable="Yes"
TimeRangeApplicable="No"
StatusProfileApplicable="No"
StatTypeDefinition="Category=TotalTime
Description=Total Talk Time Inbound
MainMask=CallInbound Objects=Agent, GroupAgents, GroupPlaces, Place
Subject=AgentStatus" StatCategoryId="0"
<Description>Total Inbound Talk Time</Description>

I believe this example could have come from a template from your company's CCA, circa 2003.

B

[Tony Tillyer]

Thanks Leszek;

My DMA shows the following

Agent Group "Total Time Inbound", gathered at 15 minute intervals:

Category: STotalTime
Objects: Agent, Place, Group of Agents, Group of Places
MainMask: CallInbound
Subject: AgentStatus

Agent "Total Time Inbound", gathered at 30 minute intervals:

Category: STotalTime
Objects: Agent, Place, Group of Agents, Group of Places
MainMask: CallInbound
Subject: AgentStatus

Looks the same to me...?

Tony

[Tony Tillyer]

Mysterious that you know me but I don't know you!

OK I have provided Leszek with the definition of both statstics, from DMA and they appear identicle. the only difference is the collation timings, which differ Agent Group Layout is 15 minutes and Agent Layout is 30 minutes.

I will also check the StatServers version of this statistic, to see if they also match...

Tony

[Tony Tillyer]

Nope the StatServers definition of the stat are both the same:

Agent CCA StatServer;

[Total_Talk_Time_Inbound]
Category=TotalTime
Objects=Agent, GroupAgents, GroupPlaces, Place
Subject=AgentStatus
MainMask=CallInbound
Description=Total Talk Time Inbound

Agent Group CCA StatServer;

[Total_Talk_Time_Inbound]
Category=TotalTime
MainMask=CallInbound
Objects=Agent, GroupAgents, GroupPlaces, Place
Subject=AgentStatus
Description=Total Talk Time Inbound

Also, 44 Agents in the Agent Group is what CME shows, so they should be exactly the same...?

Clues, anyone?

[kerrickter]

Hiya,

The metrics are the same except for the time profile, why not try a new layout that uses the same fifteen minute time profile?

I have always been a proponent of starting over with DMA if it's not too late.

[Tony Tillyer]

Good point I'll give it a go!

Thanks,

Tony

[Tony Tillyer]

I think we've found the answer;

The Agent Group report is relative to call lengths "Distinct by ConnID", whereas the Agent report is not;

Example;

A call arrives with my KVP attached and Agent A takes the call, for 300 seconds. During the call, he Call Consults another Agent (Agent B) and, when connected, my KVP becomes assoicated with Agent B, during the consult. Agent A Call Consults for 60 seconds and returns to the caller, for the remainder of the call;

The Agent Group Report would show 300 seconds for the call, "Distinct by ConnID".
The Agent Report would show 300 seconds for Agent A, plus 60 seconds for Agent B. Total for the same call would be 360 seconds.

...At least, this is from what I can gather so far...

Would anyone like to venture any other scenario?

Tony

[Marc Proudfoot]

Curious Tony, the stat definitions being the same should clearly result in the same figures and it's not something I've come across.

One thing I might suggest is to monitor the relevant stats using the same StatServer on CCPulse over a period of a day with regular checking. Have two layouts open one under the other with Agents and Agent Groups showing and see if they start to differ at any point during the day. If you do happen to spot it, it's worth grabbing the T_Server and StatServer logs, and seeing if you can find the stat counter in there to see if you can find the events it correlates to and why statserver is counting them differently.

[Tony Tillyer]

Hello (again) Marc,

I have sorted this one out it was because of transfers between Agents which are seen as one call in the AG Report and 2 calls in the Agent Report. "Distinct by ConnID" was the clue...!

Tony