Average of loggedIn Agents

General Discussion
1

Hi,

We need to calculate the Average of LoggedIn agents on one hour (Sliding,60min) and on one day.

This statistic should be implemented with CCPulse.

I tried the following but these statistics are not incremented :

Category = AverageNumberPerRelativeHour

SUbject = DNAction

MainMask = LoggedIn

RelMask = LoggedIn

and I also tried :

Category = AverageOfCurrentNumber

SUbject = DNAction

MainMask = LoggedIn

RelMask = LoggedIn

Has anyone an idea on this statistic and how to implement it ?

many thanks in advance

2

There is a Table called LOGIN available for this purpose. I believe it is on the same CD as the StatServer, or perhaps the ERS/URS CD.

You can use this Table as the basis for a query, to find out exactley who logged in, when and for how long.

Hope this helps?

Tony

3

Hi Tony,

What do you mean by “a Table called LOGIN” as I need to calculate this Statistic under CCPulse.

Do you mean that would be a Formula ?

Or is there a statistic related to this that I could use to calculate the average of LoggedIn agents on one hour (Sliding,60min) and on one day.?

Lorenzo

4

Lorenzo,

This Table forms a part of the CME Tables, in the Config dB. It records all Logins and Logouts, using DN (ext), Time (in “01/01/1970 + X seconds” format). Once set up, you can run a dB statement on it, to determine how many Agents were logged in at any given time.

It is not a part of the CCA Solution and does not rely on the Stat Server at all.

See my notes on where you can find the script to create this Table you will also need to update the TServer Options to write to the Table.

If you have access, the details are on the Genesys Knowledge Base.

Good luck!

Tony

5

Try this statistic (this is for a group of agents). I tried and it worked.

Category: AverageOfCurrentNumber

MainMask: LoggedIn

Objects: GroupAgents

Subject: DNAction

Regards,

Leszek

6

Hi,

TServer does NOT write to LOGIN table

StatServer writes to LOGIN table if it is configured to do so.

LOGIN table can reside in any database. It is not reccomendet to have it in Config Db since it will grow big.

7

Thanks for the addendum Short my dba’s look after the LOGIN Table and it is cleared out weekly, so no space issues as long as you query it before it gets stripped…

Tony