Number differences between ccp_statserver and datamart db number for VQs

[Tambo]

Hey Gef, have you looked at

http://www.sggu.com/smf/index.php/topic,9724.0.html

Adam covers some of this type of question

[catanirex]

Hi,

Check the DCID forumla. If it is only used by one of the statservers for calculating calls entered, and some calls go through the same VQ multiple times - then thats whats causing your issue.

[Gef Buneri]

Thank you all; Tambo, very useful reading. Catan, I'll goo deeper with the DCID formula.

[Adam G]

Distinct By ConnID (DCID) will be your issue.  Without going into too much depth; check to see if your routing passes calls back into a Queue or Group of Queues.  If it does, then having DCID applies means it counts a ConnID passing through only once, no matter how many times it passes through/around.

A remedy could be to ensure that you use DCID on both stats (<recommended) - or don't use it on either of them (<not recommended)

[Gef Buneri]

Hi Adam, thank you very much for the interest.

I was already investigating on DCID, but stats on CCP and DMA seems to be identical, but number difference permains: for the same VQ in the same day, Total_Call_Entered in datamart 628, in CCP: 634:

[img width=436 height=480]http://web.tiscali.it/modifiche/stat_dma.PNG[/img]
[img width=360 height=480]http://web.tiscali.it/modifiche/stat_ccp.PNG[/img]


I'm configuring CCP stats in the properties - options section of the ccp_statserver in CME, and reporting stats on DMA; there's another place I should look to?

Regards.

[cavagnaro]

Guys guys guuuuysssss he is comparing a CCPULSE moment versus an ETL fixed stored data...
Why everyone agrees they should match? Real Time vs Historical... No sense

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[Gef Buneri]

Cav. it's Christmas! 

By the way, the comparison is not between a dynamic moment from ccpulse, is a screenshot done when all the services are stopped, so no change will occur 'til the next day, on that view or in the queue values from datamart, if this can be a useful info.

[cavagnaro]

Hahaha hohohoho
I do understand that Geff what is the CCPulse template Time Profile defined as?

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[Tambo]

how many cleared calls do you have for this VQ ?

[Gef Buneri]

lol.

Usually both systems are set on a "Standard" profile (08:00,23:59); on CCP I tried different profiles and intervals, obtaining no significant change.

Tambo, there are little cleared calls, but their number does not match differences with n_entered.

[Tambo]

ok cool, i still maintain that you go with the historical report and as long as they are within 2% of each other then you're fine :-)

[cavagnaro]

I would open 2 CCP, one with each SS before midnight, so at the end you will have same type of data but from different SS.

[cavagnaro]

Also create an statistic to measure the AbandonOnRinging on the VQ too, guess this calls do return to the Queue after agents by some reason can't answer and will make the DCID impact.
Check your TServer options for what to do with those calls

[Adam G]

....I wouldn't want to make this any more painful than it obviously is but the other dimension is to check that your Objects are also defined as the same.  Sometimes you find that a Group of Queues - or even a Queue Name/Route Point may have been duplicated in CIM somewhere along the line and DMA/CCP are potentially using different objects.  Check veeeery carefully for the naming conventions....

[Gef Buneri]

[url=http://web.tiscali.it/modifiche/cfg_tserver1.7z]http://web.tiscali.it/modifiche/cfg_tserver1.7z[/url]

Here the Tserver1 extract, Cav, can't find an option wich points clearly to abbring; what's the exact optn name?

How it impacts on DCID, if an interaction changes connectid?