Number differences between ccp_statserver and datamart db number for VQs

[Gef Buneri]

Hi all,
as in object I'm noticing a little difference in numbers between CCPulse view and datamart stored data. At a first look, seems CCPulse adds abandoned in ring calls to entered calls (but entered are created from TotalNumber/CallsEntered)

Any clue, direction on how to fice the troubleshooting?

Regards, Gef.

[Tambo]

we use the total calls Waiting, Answered, Abandoned & Cleared against calls Entered in each VQ. There will always be differences as you are comparing real time metrics to historical. If the difference is over 2% then we would look to investigate further.

[Gef Buneri]

Thanx Tambo. The difference is very small (surely less than 2%). Yes, at the moment I'm using that formula as a workaround, instead of the pure CallsEntered value, but wondering about the reason behind this difference.

[cavagnaro]

Same SS used for both apps?
Can you post metrics definitions (SS options)?

[Gef Buneri]

Hi Cav., no :

CCPulse (7.5): ccp_statserver process (7.1)
datasourcer (7.1): ods_statserver process (7.1)
URS75 (7.5): StatServer75URS process (7.5)

http://web.tiscali.it/modifiche/ss_cfg.7z

Here .cfg from ss option export.


***EDIT***

p.s. by the way, OldStatsRemoveInterval "4320" in ccp_statserver options, seems quite suspect... 4320 seems more a port value.

[cavagnaro]

And which Metrics are you using to compare??

[Gef Buneri]

TotalNumber, CallEntered , but not sure if I understood the question.

[cavagnaro]

You say you have two reports, in one of them, CCPulse one, shows values different than DataMart one.
So I assume
You are comparing same metric on both of them
Both are historical reports (wouldn't make sense at all compare real time vs historical)

Which is the name of the metric you are comparing?



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[Gef Buneri]

Yes, I'm comparing the historical data from datamart, with a screenshot of the ccpulse workspace team leaders collect at service closing.


The metric wich differs, is entered calls per virtual queue, other data matches on both ss.

[cavagnaro]

Screenshot? O.o you mean real Time...
Then no way to compare
Historical has data already ended while RT can show information that still haven't gone to DB as the Time Profile for its historical data hasn't yet expired.

For me is just an invalid comparison


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[Gef Buneri]

Yes, screenshot; weird, I know, but an outsourcer we use for service, takes a screenshot from ccpulse workspace to do an immediate internal comparison with their crm managed calls, then, the day after, we send them an automated report, and the n_entered from datamart, differs from the n_entered showed by ccpulse (collected by ccp_statserver). The difference seems to coincide with n_abb_ring or n_cleared (I'm still investigating on it). My theory is that ccp_statserver adds cleared or abbring to entered, but in datamart this calls are not counted in entered.

[Kubig]

It must be caused by some misconfiguration or something like that, check the stat definition on both levels (RT, Historical reporting).

[Gef Buneri]

Hi Kub, thanks. Going deeper I found that CCPulse uses a different statistical type, even if the configuration (active/relative mask, type, etc) seems the same, but I can't find the statistical type name used by ccpulse, in DMA. Created a new vq template for CCPulse, using the statistical type taken by dma; let's see what happens.

Here, respectively, the stat used in production and the stat I'm testing.

***EDIT***

[img width=361 height=480]http://web.tiscali.it/modifiche/current_stat.PNG[/img]

[img width=361 height=480]http://web.tiscali.it/modifiche/testing_stat.PNG[/img]

[Gef Buneri]

Got nothing, a little difference still remains.

[cavagnaro]

I must insist, not a valid comparison method Gef