Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: tony on May 18, 2007, 01:07:09 PM

Title: Conflicting results from 2 StatServers?
Post by: tony on May 18, 2007, 01:07:09 PM

Hi everyone!

A rare occurrence but I have a question(!)  Not so rare (for me) is that it is in relation to real-time reporting...

I have 2 StatServers configured in pretty much the same way*.  If I open the same View/Template in CCPulse against both StatServers (at the same time), on the same Object (A VQ), anomalies appear in the Total Calls Answered.  Basically, one will count all of the calls as "Answered" whilst the other appears to skip almost every one.  After a short period of time, the Views show totally different stats for Calls Answered (1 shows 100% Answered, the other around about 50% Answered).

*The only apparent differences in the Config for the StatServers is that one connects to config directly and the other uses a proxy.

Anyone heard of this before?

As always, thanks for any insight...

Tony

Title: Re: Conflicting results from 2 StatServers?
Post by: René on May 21, 2007, 07:35:20 AM

Hi Tony,

I've never met such issue but... The first idea is that it could be caused by permissions not allowing the second StatServer monitoring of all objects.

The second idea that came to my mind was related to statistic's parameter DistinguishbyConnID (DCID). But I'm not sure how this parameter works for Calls Answered and it would mean that one call with the same ConnID is routed (and answered) twice using the same VQ.

René

Title: Re: Conflicting results from 2 StatServers?
Post by: victor on May 21, 2007, 09:23:41 AM

Tony,

we have 12 statservers spread out nationally and some of them are global while other are local. All of them are version 7.2.xxx and we have never experienced a problem like this.

Once thing that does come to mind is that we do tweak options for each statserver to make sure that we get what we need. Some of the options are for stats. Have you checked if your stats are identical?

Also, are you using EXACTLY same template file? TimeProfile or filter would do wonders to messing up your results!
Vic

Title: Re: Conflicting results from 2 StatServers?
Post by: tony on May 21, 2007, 12:46:14 PM

Thanks for the replies - DistrinctbyConnID is set to Yes on both and yes, all of the stats , time profiles etc. are exactely the same.

I'll certianly have a look at the 2 StatServers Permissions to Objects, since I've not thought of looking there before...

Thanks for all the advice!

Tony