Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: mswamy on February 23, 2015, 11:11:58 PM

Title: stat to find age of oldest email in Queue.
Post by: mswamy on February 23, 2015, 11:11:58 PM: hello

through CCPulse we need to know the oldest email in queue. what statis tics I need to use?

Also for emails entered, I am using below stats, but I get 2 counts for each email entered. I believe its considering acknowledge sent. How can I create filter to consider typeid = Inbound?

[IxnQueue_Email_Entered]
AggregationType=Total
Category=JavaCategory
Description=Total number of e-mail interactions that entered the queue.
JavaSubCategory=eServiceInteractionStat.jar:EQR Total Entered
MediaType=email
Objects=StagingArea
Title: Re: stat to find age of oldest email in Queue.
Post by: Kubig on February 24, 2015, 08:50:15 AM: Use MaxWaitingTime statistics
Title: Re: stat to find age of oldest email in Queue.
Post by: cavagnaro on February 24, 2015, 03:50:54 PM: You can get that information from Tenant only, not from Staging Areas
Title: Re: stat to find age of oldest email in Queue.
Post by: mswamy on February 24, 2015, 04:13:08 PM: hello Kubig,

MaxWaitingTime is for calls only right and cant be used for non call related.

I did try below, it doesn't seem to be working.

[IxnQueue_Email_Oldest]
AggregationType=Current
Category=JavaCategory
Description=Oldest email interactions in Queue
JavaSubCategory=eServiceInteractionStat.jar:EQR Maximum Waiting Time
MediaType=email
Objects=StagingArea

2015-02-24 09:10:06.905> Init: StatType 'EQR Maximum Waiting Time' is missing in archive 'eserviceinteractionstat.jar' -- ignored
2015-02-24 09:10:06.905> Init: [IxnQueue_Email_Oldest_EMail] OK.
Title: Re: stat to find age of oldest email in Queue.
Post by: Kubig on February 26, 2015, 07:35:07 AM: It depend on what object type are you using for reporting. For similiar purposes should be used virtual queue, where you are able to use MaxWait - I am using that in several installation/client. It is not necessary to use extended Java statistics. So, it is not true that the max wait time is just for voice interaction only.
Title: Re: stat to find age of oldest email in Queue.
Post by: cavagnaro on February 26, 2015, 01:36:35 PM: No Kubig, you can't apply to Multimedia Interactions all same categories.
I already answered.
Title: Re: stat to find age of oldest email in Queue.
Post by: Kubig on February 26, 2015, 01:41:33 PM: You did not understand me. I did not wrote, that standard categories, masks, etc are usable for Java-based statistics. But, I just wrote, that for purposes like "age of oldest interaction", it is not necessarry to use Java-based stats :) Trust me, I am using it in several installation (never with Java-based stats, because they are not usable very well) and no one customer has reported any issue with that. All is achieved only with standard stats.
Title: Re: stat to find age of oldest email in Queue.
Post by: cavagnaro on February 26, 2015, 02:06:00 PM: ??? ??? ???
Can you show a SS metric definition?
I am seriously having a conflict here ;)
MRC only reports via Java never saw a deployment without MCR extensions on SS, if was the case the Java would be useless
Title: Re: stat to find age of oldest email in Queue.
Post by: Janis on February 26, 2015, 03:29:43 PM: Hello,

From my point of view Java statistics really are useless. I always use VQ and traditional stats (like Kubig) for emails in queue.

Janis
Title: Re: stat to find age of oldest email in Queue.
Post by: cavagnaro on February 26, 2015, 04:24:45 PM: You mean for targets, but what about objects that are not targets?
Title: Re: stat to find age of oldest email in Queue.
Post by: Janis on February 26, 2015, 07:19:05 PM: Virtual Queues? No problem. Exactly same stat type as for voice calls. Set your VQ on target selection and open CCPulse to monitor emails waiting. You can use filters and even setup monitoring based on calculated ixn age which is updated in attached data in strategy loop. Only problem could be with perfomance if you have thousands of emails waiting

Janis
Title: Re: stat to find age of oldest email in Queue.
Post by: Kubig on February 27, 2015, 01:57:44 PM: Agree, I am using VQ as well for similiar purposes. In truth, how many interactions are not at target during processing routing strategy?I think, close to null.