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Tony Tillyer

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Brio/CCA and WfM interaction data discrepancy?
« on: January 01, 1970, 12:00:00 AM »
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I'm been asked to study why it is that WfM, using the exact same (StatServer) criteria as CCA, can show an interaction volume which is higher than the same statistic in CCA/Brio.

My calculations and investigations show that WfM captures approximately 3% more call data by volume, than CCA.

Our WfM, although using it's own StatServer, bases it's data on the same criteria. That is, TotalNumberCallsEntered for a Queue. I've checked the TotalNumberCallsEntered statistic options in both StatServers in CME and they are built exactly the same.

Does anyone know why this is?
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Random Genesys Person

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Brio/CCA and WfM interaction data discrepancy?
« Reply #1 on: January 01, 1970, 12:00:00 AM »
  • Best Answer
    • Tony,

    My recommendation would be to capture a set of logs from both stat servers for the exact same period of time (ideally an hour or more). You can then run them through a parser to compare the number of unique connection IDs, and see if there's a difference. When you have a set of logs that actually differ, send the two of them together (along with a startup log for each stat server as well) to Tech Support asking for an explanation. They should be able to determine the difference from the log files. If you need a parser, let me know - you have my email address.

    (Sorry, folks, I can't randomly send the parser out - it's a tool that you can get by attending a Genesys University class called Troubleshooting Workshop - so please don't post messages asking for it to be sent).
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    Tony Tillyer

    • Guest
    Brio/CCA and WfM interaction data discrepancy?
    « Reply #2 on: January 01, 1970, 12:00:00 AM »
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    • Thanks Random guy!

    I've left this with Genesys Support for now but I have also been asked to run 2 versions of CCPulse, side by side both with the same View but based on different StatServers.... just in case the raw data differs (Thanks Lee).

    I'll post the results here on Thursday (if anyone's at all interested!)

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    Jimmy

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    Brio/CCA and WfM interaction data discrepancy?
    « Reply #3 on: January 01, 1970, 12:00:00 AM »
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    • I sure would like to know the result. I am not experiencing this problem, yet, but sure would like to know for "just in case", if you know what I mean.
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    Tony Tillyer

    • Guest
    Brio/CCA and WfM interaction data discrepancy?
    « Reply #4 on: January 01, 1970, 12:00:00 AM »
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    • The "definative" answer:

    CCA utilizes the unique ConnID on Inbound calls to Queues and WfM does not. Therefore, if a call is "overflowed" to another Queue or utilizes equations in IRD in such a way that it includes another Queue, WfM counts both (or multiple, depending on how many overflows there are) "legs" of the call, whereas CCA only counts it once, based on the ConnID.

    This is because WfM does not register/utilize a unique call ID (ConnID, etc.), whereas CCA does.

    In our investigations, WfM counted more calls than CCA in the peak period (09:0010:00) and low Agent availability period (lunchtimes). These are the periods when we could expect overflows to be functioning, which would corraborate this information.

    I *think* there may be a way to set WfM to recognize a unique call ID (either ConnID or DCID) so that this doubleaccounting does not occur but I'm still looking into it. Does anyone know if this is true?
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    Short

    • Guest
    Brio/CCA and WfM interaction data discrepancy?
    « Reply #5 on: January 01, 1970, 12:00:00 AM »
  • Best Answer
    • Isn't that a setting in the StatServer? DCID

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    Tony Tillyer

    • Guest
    Brio/CCA and WfM interaction data discrepancy?
    « Reply #6 on: January 01, 1970, 12:00:00 AM »
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    • Yes but my question is: How would I ensure that WfM utilizes the DCID in it's recording of interactions of our Queues, to make sure that calls are not counted twice/three times and thereby emulates the same rules as CCA Reporting for Queues?

    ...tricky?
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    Tony Tillyer

    • Guest
    Brio/CCA and WfM interaction data discrepancy?
    « Reply #7 on: January 01, 1970, 12:00:00 AM »
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    • I have managed to convince our business team that they should not compare CCA and WfM Inbound data, being that CCA counts Inbound calls by their ConnID and WfM would count numerous attempts at delivery, for the same call.

    In essence, as *I* know it, CCA should not necessarily be used in conjunction with WfM interaction data.

    Just takes a while for the business to come around...
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