IWS : CCS group queues stats?

Hi,

I have configure Interaction Workspace (in GA) to show VQs statistics in de Contact Center Statistics (under Workspace). It work fine, but I have so many VQs. Is there a way to group stats of many VQs in only one stat? How?

Thank you.

Alain

Create group of vq and set required statistics on this object/group

i,

I’ve already try that unsuccesfully. I’ve make a DN Group and associate the VQs. Is specify the DN Group in the statistics.queues option like that :“DG_DGAG_TestStat”. The result is Contact Center Statistics is a Value = “Switch is not found on Tenant ‘Resources’”. I dont know witch switch to specify because the DN Group was not associate to a switch. When I specify the switch of the VQ in my DN Group, like “DG_DGAG_TestStat@Cisco_CCC1_Switch”, I dont see the stat in IWS.

Any Ideas?

Thank you

Alain

I recommend to you read as first this hints on URL Statistics in IWS

J’ai encore une fois l’impression que tu me prend pour un imbécile. (excuse my french)

If someone have already do someting like this and is welling to help me… you are welcome.

Alain

1. Go to StatServer (logical, even a fool can do that, right???) and see why it complains.
2. Analyze the logs and compare to a working one on CCPulse (logical again, even a fool again can do it)

So, no one treats you like a fool, but there are basic steps to be done first and if you did it already then your fault by not indicating what tasks you already did to help yourself so we don’t repeat the same again…even a fool would do that

I do not comment anything,when I do not know it. I have configured it a few months ago and the hints on URL above are very helpful and lead to solution - certainly the required statistics must be configured properly on StatServer object. If you implement all necessary steps and the need will be still unsolved,you have to do troubleshooting as Cav wrote.
Generaly, this forum provides us with helpful hints how to deploy advanced and non-standard funcionality on Genesys solution/platform or how to solve complicated customer’s needs and environment,but not for reinventing wheel or describing basic steps during deployment Genesys solution.

Ok,

So let give you more details. As I first wrote I have add statistics for Contact Center Statistics.

In my SS application options I have sections like this one :
CurrAgentsReadyInQueue
Category CurrentNumber
Description Current number of agents waiting for calls.
MainMask AgentReady
Objects GroupQueues, Queue, RoutePoint
Subject DNAction

In my IWS application options I have add some section like this one :
CCStat-CurrAgentsReadyInQueue
description Agents en attente
statistic-name CurrAgentsReadyInQueue
statistic-type Queue

Always in IWS application options :
interaction-workspace/statistics.displayed-statistics CCStat-CurrAgentsReadyInQueue
interaction-workspace/statistics.queues VIRTQ_DGAG_OAW_Billing_DGI_XFR_E@Cisco_CCC1_Switch,VIRTQ_DGAG_OAW_Billing_TPIC_IVR_E@Cisco_CCC1_Switch,… (30 mores)

The result is that the CurrAgentsReadyInQueue stat is show for every VQ specify in interaction-workspace/statistics.queues option. If you multiply by 10 differents stats, that make a lot of stats. So As I see in SS options that the stat can be apply on “GroupQueues”, I have try this :

I have create a DN Group named “DG_DGAG_TestStat” and Assign all my VQs to this group.

In my IWS application options I have change this options :
CCStat-CurrAgentsReadyInQueue/statistic-type GroupQueues
interaction-workspace/statistics.queues DG_DGAG_TestStat

The result is the value of the stat is “Switch is not found on Tenant ‘Resources’”. For a Queue we must specify the switch corresponding, but the DN Group is not assign to a switch. How to do that?

Just to let you know, I have only read permission for all that concerne StatServer.

Any idea on what I doing wrong. I have’nt found informations about stats on group queues for IWS.

Thank you.

Alain

Hi Alain,

I would say that your configuration is incorrect. Value of statistic-type key should be “GroupQueues” and not “Queue” if your are trying to monitor group of queues.

In my IWS application options I have add some section like this one : CCStat-CurrAgentsReadyInQueue description Agents en attente statistic-name CurrAgentsReadyInQueue statistic-type [s]Queue[/s] GroupQueues

R.

hi René,

I have try with the GroupQueues .

In my IWS application options I have change this options : CCStat-CurrAgentsReadyInQueue/statistic-type GroupQueues interaction-workspace/statistics.queues DG_DGAG_TestStat

Alain

Have you checked the wiki? http://genesyslab.info/wiki/index.php?title=Interaction_Workspace_Statistics_Options

I think, that it is not possible to give DNGroup to IWS, but you can get list of queues by using variable $AGENTGROUP.ORIGINATIONDNS$.

I have not really worked with this IWS-statistics thing, but what I’ve learned so far is, that it is very limited.

It is possible, and if you ever tried to give it a try, you’d figure it out yourself. If you follow steps on URL,that I had written,you solve your need. I have try it in my lab and all works fine. I did follows:

1. Create an DN group with more than two VQ
2. Modify configuration of statistics on IWS object → point to stat-type of GroupQueues and object-id equal to name of DN group
3. Modify statistics show settings on IWS object
4. Start IWS and show statistics on gadget
5. Make a call on both VQs and check if the stat were correctly changed

For next time,try to read doc and wiki hints before you open topic and lash out.

Glad to ear that it work for you. But, as I wrote yesterday, I already try what you describe and it dosent work for me. I have put the config I consider important, but if you want more, just let me know.

I have try to put my DN Group name directly on the object-id options and I still have the message “Switch is not found on Tenant ‘Resources’” IWS and SS log. Why asking the switch if the DN group is not associate to a switch.

Thank you.

And have you correctly configured the virtual queues that you have linked under DNgroup? For each VQ in this group the statistics in IWS works?

Yes, the stats for each VQ individualy work fine.

The error message “Switch is not found on Tenant ‘Resources’” could indicate, that SS is trying to connect to some TServer/InteractionServer, which it is not connected to in connection tab.

Have you tried the statistic through the CCPulse using same SS, DNGroup and stat? If that works fine, then it will work on IWS too, if you get it configured as in the documentation.

I have open CCPulse+ like imaki sugest to me and the stat work fine. I return in GA and remake all the thing from the beginning… And this time it work for the GroupQueues. But, I have no ideas what I have do different??? ???

Thanks for help.

Alain

Unless you don’t get access to StatServer logs we can be weeks guessing…ask some logs…

I have access to SS log and the only thing I see is that line

14:00:50.293 Std 10040 Statistics specification error (client='IWS_DGAG_AGENT_D_T_A', request_id=25, user_request_id=21): 'Switch is not found on Tenant 'Resources''

With the groupQueues it seem to be important to set the DN Group in the IW application options with option “object-id” of my stat section. When I have try to specify my DN Group at the agent level with option “interaction-workspace/statistics.queues”, it dosent work.

Alain

well if you have access set it to full verbose, then compare ccpulse request with yours…