Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Overrider on September 01, 2010, 12:48:06 PM

Title: Historical ststistics does not shown in CCP for certain stats
Post by: Overrider on September 01, 2010, 12:48:06 PM

I have a very strange problem. There is custom statistics defined in Datamart, for agents not-ready reason-codes. After adding few agents recently, I cannot see historical statistics of this reason-codes for them. It's very strange, because i can see realtime statistics for such agents, also realtime and historical statistics for previously created agents are available.
Restarted whole reporting solution, it doesn't helped :(

Title: Re: Historical ststistics does not shown in CCP for certain stats
Post by: tony on September 01, 2010, 01:28:10 PM

Are both your real-time and historical reporting solutions working from the same StatServer?

TT

Title: Re: Historical ststistics does not shown in CCP for certain stats
Post by: Overrider on September 01, 2010, 02:01:36 PM

Well technicaly we have two stat-servers for reporting, but they are just in HA mode. So, yes historical and realtime works with one stat-server.

Title: Re: Historical ststistics does not shown in CCP for certain stats
Post by: tony on September 01, 2010, 09:13:10 PM

Check that you have dynamic Agents/Agent Groups set up in CCA - otherwise new Agents will not be added to the DMA Layout...

TT

Title: Re: Historical ststistics does not shown in CCP for certain stats
Post by: Overrider on September 02, 2010, 05:28:08 AM

Thanks for you reply, but I cannot understand clearly what about youre talking.
Could you please tell me what is Dynamic Agents Group, or direct me to the documentation where to read about this.

Title: Re: Historical ststistics does not shown in CCP for certain stats
Post by: cavagnaro on September 02, 2010, 06:10:30 AM

What Tony means is that in DMA when you create a template you select which kind of objects you want to monitor:
- Specific agents
- Complete agent groups/All Agents

So verify your templates. Check DMA/CCA help files for further information.

Title: Re: Historical ststistics does not shown in CCP for certain stats
Post by: Overrider on September 02, 2010, 06:36:26 AM

Ah, now I'm understood. But I have All Objects Metagroup for this layout, and I can see the newly added agents as objects for this report layout in DMA.

Title: Re: Historical ststistics does not shown in CCP for certain stats
Post by: tony on September 02, 2010, 10:51:55 AM

Thanks cav :)

I was heading in the direction of historical reporting, making sure your Agent Objects are gathering Historical Statistical Data - you may want to check a Chunk of recent data in the Layout (against one of your new Agents) to make sure the data is actually being collated

You may also want to verify that your current CCPulse+ Application Instance (in CME) contains a link to your Datamart, to be able to connect/link your real-time stats to your historical stats...

TT

Title: Re: Historical ststistics does not shown in CCP for certain stats
Post by: catanirex on September 02, 2010, 02:55:25 PM

Hi
Does the custom layout in ODS use a MetaGroup(a specific agent group) instead of AllAgents, for agents to collect stat for?
Then you need to put the new agents into that group.

Title: Re: Historical ststistics does not shown in CCP for certain stats
Post by: azerty123 on September 03, 2010, 09:29:59 AM

hi

For statserver datasourcer and db_datasourcer => Try to stop the primary (backup will take hand) and after re put it primary
Wait the new collect 15 min ? and verify in DMA everything is ok

Title: Re: Historical ststistics does not shown in CCP for certain stats
Post by: Overrider on October 05, 2010, 10:51:56 AM

Fixed problem by restarting historical solution on hardware level. Still don't know what it was...

Title: Re: Historical ststistics does not shown in CCP for certain stats
Post by: johan_swart on October 06, 2010, 11:45:46 AM

I had the same problem and Genesys Tech Support says that ODS tries to register stats for newly added agents with stat server before statserver has received notification of the new agents from config server. One way to fix it is to either restart Data Sourcer or to re-activate the report layout in DMA. There is no fixes out for this problem yet.

Regards