Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Scottyjohn on June 18, 2008, 03:23:38 PM

Title: Historical reporting of concurrent agents logged in?
Post by: Scottyjohn on June 18, 2008, 03:23:38 PM

Hi all,
We have a large agent group which we use to monitor all of our agents.  We can see in CCpulse reporting the number of agents logged in.  Is there a way to get this data historically?

Title: Re: Historical reporting of concurrent agents logged in?
Post by: cavagnaro on June 18, 2008, 03:37:19 PM

I don't understand your request. What do you need to extract? Which agents were logged in?

Title: Re: Historical reporting of concurrent agents logged in?
Post by: Scottyjohn on June 18, 2008, 03:57:14 PM

Hi,
The users require a report which they can run which would show the number or average number of agents concurrently logged in for a period.  The output would be similar to below ....

PERIOD                09:00 - 10:00    10:00 - 11:00
NO. OF AGENTS          250                    320


It will show us how many agents are logged in taking a licence.  Is there any way to achieve this with standard CCA reporting?

Title: Re: Historical reporting of concurrent agents logged in?
Post by: cavagnaro on June 18, 2008, 04:26:56 PM

I believe I did it some time ago. Let me search my notes and will post how you have to build the metric, but I think it was something like this so you will have to create the statistic on DMA as well.

[AgentsLoggedIn]
Category=TotalNumber
Description=Total Number of Agents on a time Window
MainMask=LoggedIn, Active
Objects=GroupAgents,Agents
Subject=DNAction

Will let you know.

Title: Re: Historical reporting of concurrent agents logged in?
Post by: Scottyjohn on June 19, 2008, 11:17:52 AM

Thanks for this Cavagnaro,
Im looking for the max number within the hour.  For an example scenario, we take a 1 hour period, 10 agents are logged in at the start of the hour, they then log out, taking the used licences to zero, then a different 10 log in and stay logged on for the rest of the hour period.

Effectively the max logged in agents has only been 10, and licence usage has peaked at 10, but would the stat below show 20 when looked at an hourly historical report?

Thanks again

Title: Re: Historical reporting of concurrent agents logged in?
Post by: tony on June 19, 2008, 01:46:56 PM

You might want to think about using the StatServer LOGIN Table option... Search the Forum for "LOGIN"... :)

Title: Re: Historical reporting of concurrent agents logged in?
Post by: Scottyjohn on June 24, 2008, 01:15:07 PM

Hi all,
We were already looking at the LOGIN table but the problem there was that the agents log in and out multiple times, making it a bit problematic to query effectively.  The business stated they would rather have the Statistic available within Datamart if possible.

I have created the Stat Type in the Historical Statservers no problem, but the stat type doesnt seem to be available when creating a new DMA report Template for the new Stats.  Does the Statserver or the DataSourcer need recycled to pick up the new StatType which has been defined?

Title: Re: Historical reporting of concurrent agents logged in?
Post by: tony on June 25, 2008, 08:45:13 AM

I know how edgy a business partner can be about accuracy/availability but...a regular export of the LOGIN Table, some SQL applied to show concurrency within the Table, a front end Query tool for the business analysts and you're done... ???

OK - it may not be that simple but that is the essence of it...

Tony