CCPulse and wallboard data collector readings different

[janesh22]

Hi Guys,

I have some issues with getting the stats from ccpulse and a wallboard data collector to line up with each other.

My understanding is that CCPulse when it opens up the first time, stat server starts collecting stats according to the templates and workspace created. Also it continues to collect the data for upto 3 days even if ccpulse is closed (persistance stats - set using : oldstatsremoveinterval option  ) .

so my questions are as follows  :

-------Does this mean that the stats will not reset according to the default (00:00) time profile that has been set?

My understanding is that every stat that have the default time profile will reset stats at 00:00 . However one of our testers raised that there is a stat call TotalLogintime that has value of more than 25 hours . How is this possible if it will reset everyday at 00:00. The maximum value it can have should be 23:59:59 right ? Does old-stats-remove-interval have any affect on default time profile ?


------How does old-stats-remove-interval work ?

If this is not defined in the stat server , then my understanding is that CCPulse does not retain any value when it is restarted , that is all stats start from 00:00:00 . right ?
if this value = 0 , then also the same as above
if this value = 4320 , the stats are calculated for 3 days and can be retrieved when we reopen ccpulse within 3 days ?
Is this correct ?


------- What is the best way to make sure that the values in CCPulse stats and our wallboard stats are in line eg: time based stats are hardest to align with each other. ?

My understanding is that restarting Stat server is the best way to make sure both have same values . Also if we leave both the applications open overnight , then next day as the stats reset at 00:00 , I would expect both applications to have same timings ? Is this right ?



Can anyone help me with these questions ?

Thanks,

[Adam G]

A few things:

[list]
[li][i]time profile[/i] is a setting used within the CCPulse client - it will (should!) override StatServer settings, even if you leave it running overnight.[/li]
[li]The [i]oldstatsremoval[/i] option belongs to StatServer and was designed for use in historical reporting (sic).  Yes, it is designed to keep old stats in persistent memory using this option but, consider that your [i]time profile [/i]resets the (real-time reporting) CCPulse client at 00:00.  So - does it need to be set?  If not, reset the Option.[/li]
[li]Check your [i]time profile [/i]default - it may not be what you think.[/li]
[li]Don't assume that the default [i]time profile[/i] is being applied to all of your Stats in CCPulse - make sure that it is![/li]
[li]Create a new [i]time profile[/i], specifically for this task and use that.[/li]
[li]Assuming you are using a standard/deployed Wallboard; the equation/calculations for CCPulse and your Wallboard may be different, even though they have exactly the same name.  Cross-check each statistic and, if you can, make sure you are using the same StatServer for both.[/li]
[/list]

I am sure there is also something else - but I don't quite recall...

[janesh22]

Hi Adamgill,

Thanks for your tips. We are using the same statistic configured in the same stat server for both wallboard and ccpulse. However the readings are different in both. One problem is CCPulse starts up quickly and starts collecting data quickly (Eg: Totallogintime) , while the governor starts up slowly and starts collecting data some time after ccpulse/ so the values are different.

is there anyway to align them ?

Thanks

[cavagnaro]

Ask the guy who built that wallboard, even tho, if both point to same StatServer having different values for same metric is not possible because StatServer will have it on his memory and when your wallboard goes and queries the same info it just will tell you the memory info it has already. So, or you are using different StatServer or different metrics

[Adam G]

....as cav says...

Both are clients of the Stat Server, so both should read the same information.  If your Wallboard is not a standard build, then it does not operate/function in the same way as Genesys CCPulse, so it might interpret the data from the Stat Server in a different way.

[janesh22]

yea thats what my understanding as well.

One more question.
suppose we are using a stat called Totalwaittime, which calculates the total ready time for the agent.

Would this value be different in wallboard and ccpulse if they both started at different times ? or it does not matter what time any of the application is started as the values come from stat server and it already is calculating the value ?

Do we need oldstatsremovalinterval option switched on for the stat server to calculate stats without any client connected to it ? 

[cavagnaro]

As said, will be the same as long as it matches 100%
StatServer doesn't calculate stats without a client. A client requests, StatServer saves for a period of time defined on the option you mention, then if another comes and request exact same info will then provide it. If nothing requested before that metric (object + statistics) will start from that moment

[Adam G]

…things [i]should [/i]happen in this sequence…

[img width=640 height=400]http://www.adam-gill.com/StatServer_Clients.png[/img]

[i]...you could try; install and run a version of CCPulse+ on the StatServer Server with all stats in a View.  That should ensure that the StatServer always has a client that requests stats from 00:00...[/i]