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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: M111 on October 23, 2007, 02:59:27 PM

Title: Statistics on IRD
Post by: M111 on October 23, 2007, 02:59:27 PM

Hi,

Does anyone have any experience of using either Customer or PreDefined statistics on IRD in routing strategies?  (Not for historical reporting, purely for routing decisions).

If we use StatAgentsAvailable for example, and use (again for example) a function requesting:
SData['AgentGroupName@Stat_Server.GA','StatAgentsAvailable'], then we return the value and can use this for routing / view the result in URS logs.

If we however try to use something which needs to accumulate a value for a period - say 15 minutes - we are seeing the below in the logs:
can not get sdata, 0 will be used
  result of SData: FLOAT: 0.000000.

We are trying to look at expected/estimated wait time, using various criteria including the average over the last x number of calls, and also using EstimTimeToCurrentNumber over a set period of time. Have also tried the Predefined stat using category "ExpectedWaitTime". The SData function has been applied to a fully defined VirtualQueue and also to a Group of Queue's.

I see the same error when trying to return a service factor over a given time period (service level) but I won't even go there just yet  :o)

The only success I see if when the result is a fixed value - i.e. there are 6 agents in available in a particular group - a black and white result, it's the "calculations" that give me problems.

Has anyone tried/succeeded in this? I have been informed that for routing/IRD only decisions, these  stats don't need to exist on StatServer although adding them has not actually made any difference.

Thanks in advance !   

Title: Re: Statistics on IRD
Post by: René on October 23, 2007, 04:01:16 PM

Hi,

I'm using both - custom and predefined - statistics in routing strategies and it works. I would suggest you to:
- check connection between URS and StatServer
- check that URS has connection to the StatServer you use in object definition (AgentGroupName@[b]Stat_Server[/b].GA)
- enable debug logging for URS and StatServer and check what is wrong and why URS doesn't return correct values

If you post your URS and StatServer logs I will check these and try to help you.

René

Title: Re: Statistics on IRD
Post by: victor on October 24, 2007, 07:46:37 AM

Hi,

can you please show:

1. defined statistic
2. how you call SData in your strategy
3. STATSERVER log showing request and reply for it (make sure that your statserver log is at full debug level)

Best regards,
Vic

Title: Re: Statistics on IRD
Post by: M111 on October 24, 2007, 11:46:21 AM

Thanks for the quick replies chaps  :)

Rene, have you defined the routing "stats" on statserver, or am I correct in thinking they will be created/deleted on an ad-hoc basis after at least one interaction has taken place (and checked/started the stat accumulating data)..  ??

Here are 3 particular defined statistics on IRD I am using :


Category  -  AverageTime
(Queue/Routing Point Statistic)
Subject    -  DNAction
Interval  -  Last Calls 10
Filter    -  Blank (none selected)
Time Range -  N/A
Mask        - Active
Selection  -  CallAnswered

Category  -  EstimTimeToEndCurrentNumber
(Queue/Routing Point Statistic)
Subject    -  DNAction
Interval    -  Last Seconds 600
Filter    -  Blank (none selected)
Time Range -  N/A
Mask        - Active
Selection  - CallWait

Category  -  ServiceFactor1
(Queue/Routing Point Statistic)
Subject    -  DNAction
Interval    -  GrowingWindow
Filter    -  Blank (none selected)
Time Range -  Left 0, Right 20
Mask        - Active
Selection  - CallAbandoned, CallAnswered, CallAbandonedFromRinging

To call SData, I am initially building a variable "strFull_Object_Name" check first
e.g :  Cat[Cat['VQ_&ExampleName@', strStatsServerName],'.Q']
Then doing the check like this :

SData[strFull_Object_Name,'StatExpectedWaitTime']

The reason I am having to use varibles is that we have more than one URS and more than one StatServer.

I have tried building the object manually, choosing the VQ and statserver from the list (forcing my call through one URS/Statserver) but to no avail.

I have requested some fresh logs, shouldn't be too long.

Title: Re: Statistics on IRD
Post by: Sylvainsjc on October 24, 2007, 03:34:23 PM

It also works fine for me :
    _I_I_011001810b0ca738 [10:0d] HERE IS SDATA: FACRCTns_SVI_SwitchSipProduction01@SSCRoutage - CustomStatLast10min
16:54:47.284_M_I_ [10:06] tenant Resources Queue <FACRCTns_SVI_SwitchSipProduction01>: statistic CustomStatLast10min with server SSCRoutage <request=517, status=2> asked
    _I_I_011001810b0ca738 [10:0d] sdata returns 150.75(S)
  result of SData: FLOAT: 150.750000
    _I_I_011001810b0ca738 [09:04] ASSIGN: var_TempsAttenteEstime(LOCAL) <- FLOAT: 150.750000