Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: BenTaylor on August 06, 2010, 10:53:22 AM

Title: Stat defined in IRD doesn't reset at midnight?
Post by: BenTaylor on August 06, 2010, 10:53:22 AM

I've got a custom stat defined in IRD based on ServiceFactor1 with interval = last 20 calls.

It doesn't seem to reset back to 0 at midnight.

Any idea how I can make it do this?

Cheers

Title: Re: Stat defined in IRD doesn't reset at midnight?
Post by: Fra on August 06, 2010, 12:51:36 PM

The stat needs to be defined in Stat Server though - check there.

Fra

Title: Re: Stat defined in IRD doesn't reset at midnight?
Post by: BenTaylor on August 09, 2010, 03:58:24 PM

As far as I know custom statistics defined in IRD don't need to be defined in StatServer.

I'm guessing this must be because of the 'Selection' TimeProfile.

Title: Re: Stat defined in IRD doesn't reset at midnight?
Post by: Fra on August 10, 2010, 08:24:03 AM

Unfortunately it's a wrong, common guess :)
Defining stats inIRD just helps re-use them easily when you build strategies (similar to what happens with InteractionData) , however, URS will query Stat Server to retrieve them. If the metric has not been created in Stat Server, it will not be able to define it on the fly and return any value.

Fra

Title: Re: Stat defined in IRD doesn't reset at midnight?
Post by: BenTaylor on August 10, 2010, 05:04:25 PM

It is neither wrong nor a guess.

If you check the User-Defined Statistics section of the Universal Routing 7.6 Reference Manual you'll find no mention of needing to create stats in StatServer.

Title: Re: Stat defined in IRD doesn't reset at midnight?
Post by: cavagnaro on August 10, 2010, 05:39:40 PM

And where does it says that you don't need to create them on StatServer? So it is an assumption of a bad documentation? Maybe. But if you see how Genesys works you will understand that URS doesn't collect Stats, it only asks for them to StatServer, so StatServer must know what your URS is talking about.

Title: Re: Stat defined in IRD doesn't reset at midnight?
Post by: René on August 11, 2010, 08:02:10 AM

Hi guys,

There is no need to define IRD statistics again in StatServer options. StatServer protocol allows its clients to either subscribe for existing statistic or defined a new one and subscribe for it. So for statistics defined in IRD URS sends request to open new statistic based on the parameters configured using IRD in first step then it subscribes for it.

Of course, using SData function with statistic name that isn't defined in IRD requires this statistic to be defined in StatServer's options.

R.

Title: Re: Stat defined in IRD doesn't reset at midnight?
Post by: Fra on August 11, 2010, 10:46:18 AM

Ren,

yes, however (it's an old SR, but it should still be valid):

http://solutionsearch.genesyslab.com/selfservice/savedItemsWidget.do?command=viewdoc&externalId=120216&sliceId=&url=

Fra

Title: Re: Stat defined in IRD doesn't reset at midnight?
Post by: BenTaylor on August 11, 2010, 11:48:51 AM

Now we've established that you can create a custom stat in IRD without having to define it in the StatServer options...

Does anyone know if its possible to make a stat with a 'Selection' type TimeProfile reset at midnight?

Title: Re: Stat defined in IRD doesn't reset at midnight?
Post by: René on August 11, 2010, 01:35:48 PM

Fra,
I read the SR and it says the same I wrote in my previous post... :)

Ben,
I'm not aware of any way allowing you to reset sliding interval at midnight. Why do you need to reset it?

R.

Title: Re: Stat defined in IRD doesn't reset at midnight?
Post by: BenTaylor on August 11, 2010, 03:19:24 PM

Using ServiceFactor1 based on last 20 calls - as the contact centre isn't 24hr the ServiceFactor displayed in the morning is still that of the previous evening.

I can get around it by 'adjusting' the value when there are less than 20 calls entered on the VQ, but it would be nice if I didn't have to.

Title: Re: Stat defined in IRD doesn't reset at midnight?
Post by: René on August 16, 2010, 03:49:18 PM

Hi Ben,

Unfortunately, you would need to use mentioned workaround as I'm not aware of any way to reset the statistic at midnight.

R.