Agent group statistics by media type [SOLVED]

[Dionysis]

Hi guys,
I've got an issue I'm working on right now with an IRD strategy that I need some help with.
Before targeting I am doing a check to make sure I have agents logged in and not in a not ready state.  If there are no agents available to take the call, eg. they've all logged out, or put themselves on not ready to go on a break (I know they shouldn't do this but agents will be agents ), I collect some details from the customer and create an email for an agent to call them back.
My problem is this:
These agents have both an email and a voice channel, and there is a requirement for them to adjust the status of those channels separately (another thing they shouldn't do).

This was working previously without the email channel using a customised version of the built in URS stat "StatAgentsTotal" (with "NotReadyForNextCall" removed from the mask).  I am now using the CountSkillInGroup function which gives me better results but not quite perfect.

What I need to figure out is a way to check the status of only the voice DN's for a group of agents, or a skill expression. 

Everything I've tried so far looks at the agent status overall, ignoring the DN type.  So if they are not ready for voice but ready for email, the strategy sees > 0 agents logged in, same if they are not ready on email but ready for voice.  The only time the stat shows 0 agents is when they are either logged out, or not ready on both channels.

Any ideas?

[terry]

You can try RStatAgentsReadyvoice for both agent groups or skill expressions (with SData) - it will return number of agents having positive capacity margin for provided media (URS consider as media whatever follows RStatAgentsReady  - voice, shat, email, etc)

[Dionysis]

I'm not sure the RStatAgentsReady statistic will work as I need to find the number of agents who are in any state other than Logged Out or Not Ready (not just Ready) for only the voice channel. 

Do you know of any way to customize this stat?  I've looked at the transaction object for it and both the main and relative masks are completely blank, which suggests it's a completely internal statistic that can't be edited.

[terry]

In regards of RStatAgentsReady - yes it is internal and can not be customized (apart of media type).
Other options to try:
- create statistic in statserver (not in IRD) with proper MainMask, Category, etc and also with MediaType.
  Use this statistic in strategy (need to type it manually as IRD will not propose it). Ignore IRD warning about unknown statistic (or to silence IRD - assihn statistic name to variable and use this variable).
  URS understands both statistics defined in IRD as well as defined in Statserver.

- or alternatively internal RStatTimeInState<StatDefintion> can be tried.

[Dionysis]

I had experimented with a custom stat, but didn't get the results I was looking for.  My stat looks like this:

[CurrNumLoggedInVoice_ExcNR]
Category = CurrentNumber
MainMask = *, ~LoggedOut, ~NotReadyForNextCall
MediaType = voice
Objects = Agent, GroupAgents, GroupPlaces
Subject = AgentStatus

Any suggestions on what I might be doing wrong here?

What I see in my tests using a stat server statistic is this:

VoiceDN - EmailDN - Count*
R - R = 1
R - NR = 0
NR - R = 0
NR - NR = 0

What I need is this:
R - R = 1
R - NR = 1
NR - R = 0
NR - NR = 0

* Count is the value returned by the statistic

Using a CountSkillInGroupEx function and a customised version of StatAgentsTotal I have managed to get some of the way there, but if either DN is ready I get a count of 1, which is better than the default behaviour of if any DN is in Not Ready it returns 0.

[terry]

Not sure what can be wrong with stat definition, as for me it is look right.

Basically there are few "concrete" workarounds, but they are heavy
  - run one more statserver not connected with multimedia at all (which see only voice activity) and get statistics from it.
  - or get all agents logged in on voice (use in skill expression login(voice)) and for every of them use TargetState function to check his voice DN status

[Dionysis]

I'd already considered the TargetState option, but unfortunately this strategy needs to be able to function for our entire environment, (2000+ agents).  So you can imagine the overhead of 2000 TargetState checks for every single call, just the disk usage for logging would be catastrophic. 

I'd also really rather not have a separate routing stat server pair for non voice interactions as it would be a major architectural change for our environment. 

Thanks for your help Terry, but it looks like I have a Genesys ticket to raise... Hooray! :p

[cavagnaro]

Go with DNAction and not AgentStatus. Agent status is the most important status of all DNs associated to that agent.

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[Dionysis]

Hey Cav, that almost works, thanks!

Setting the stat to use DNAction as the subject gives the right behaviour, but the numbers seem strange.
R - R = 2
R - NR = 2
NR - R = 1
NR - NR = 1

This is workable, but I need to understand why I see these numbers so I can account for it in the strategy.

[cavagnaro]

Check StatServer and use Ccpulse to monitor the extended status

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[terry]

You count DN actions (Not DN status) and DN might have a lot of actions active at the same time - Monitored, LoggedIn, OnHook, etc.
Probably more them one (specifically 2) DN actions fit into used Mask.

[Dionysis]

That makes sense, thanks guys. 

So for anyone that stumbles across this later, the solution is to create a stat like this:

[CurrNumLoggedInVoice_ExcNR]
Category = CurrentNumber
MainMask = *, ~LoggedOut, ~NotReadyForNextCall
MediaType = voice
Objects = Agent, GroupAgents, GroupPlaces
Subject = DNAction

Then use the result of this as >1 instead of >0.