Hi all,
as in object I’m noticing a little difference in numbers between CCPulse view and datamart stored data. At a first look, seems CCPulse adds abandoned in ring calls to entered calls (but entered are created from TotalNumber/CallsEntered)
Any clue, direction on how to fice the troubleshooting?
Regards, Gef.
we use the total calls Waiting, Answered, Abandoned & Cleared against calls Entered in each VQ. There will always be differences as you are comparing real time metrics to historical. If the difference is over 2% then we would look to investigate further.
Thanx Tambo. The difference is very small (surely less than 2%). Yes, at the moment I’m using that formula as a workaround, instead of the pure CallsEntered value, but wondering about the reason behind this difference.
Same SS used for both apps?
Can you post metrics definitions (SS options)?
Hi Cav., no :
CCPulse (7.5): ccp_statserver process (7.1)
datasourcer (7.1): ods_statserver process (7.1)
URS75 (7.5): StatServer75URS process (7.5)
http://web.tiscali.it/modifiche/ss_cfg.7z
Here .cfg from ss option export.
EDIT
p.s. by the way, OldStatsRemoveInterval “4320” in ccp_statserver options, seems quite suspect… 4320 seems more a port value.
And which Metrics are you using to compare??
TotalNumber, CallEntered , but not sure if I understood the question.
You say you have two reports, in one of them, CCPulse one, shows values different than DataMart one.
So I assume
You are comparing same metric on both of them
Both are historical reports (wouldn’t make sense at all compare real time vs historical)
Which is the name of the metric you are comparing?
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Yes, I’m comparing the historical data from datamart, with a screenshot of the ccpulse workspace team leaders collect at service closing.
The metric wich differs, is entered calls per virtual queue, other data matches on both ss.
Screenshot? O.o you mean real Time…
Then no way to compare
Historical has data already ended while RT can show information that still haven’t gone to DB as the Time Profile for its historical data hasn’t yet expired.
For me is just an invalid comparison
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Yes, screenshot; weird, I know, but an outsourcer we use for service, takes a screenshot from ccpulse workspace to do an immediate internal comparison with their crm managed calls, then, the day after, we send them an automated report, and the n_entered from datamart, differs from the n_entered showed by ccpulse (collected by ccp_statserver). The difference seems to coincide with n_abb_ring or n_cleared (I’m still investigating on it). My theory is that ccp_statserver adds cleared or abbring to entered, but in datamart this calls are not counted in entered.
It must be caused by some misconfiguration or something like that, check the stat definition on both levels (RT, Historical reporting).
Hi Kub, thanks. Going deeper I found that CCPulse uses a different statistical type, even if the configuration (active/relative mask, type, etc) seems the same, but I can’t find the statistical type name used by ccpulse, in DMA. Created a new vq template for CCPulse, using the statistical type taken by dma; let’s see what happens.
Here, respectively, the stat used in production and the stat I’m testing.
EDIT
Got nothing, a little difference still remains.
I must insist, not a valid comparison method Gef
Hey Gef, have you looked at
http://www.sggu.com/smf/index.php/topic,9724.0.html
Adam covers some of this type of question
Hi,
Check the DCID forumla. If it is only used by one of the statservers for calculating calls entered, and some calls go through the same VQ multiple times - then thats whats causing your issue.
Thank you all; Tambo, very useful reading. Catan, I’ll goo deeper with the DCID formula.
Distinct By ConnID (DCID) will be your issue. Without going into too much depth; check to see if your routing passes calls back into a Queue or Group of Queues. If it does, then having DCID applies means it counts a ConnID passing through only once, no matter how many times it passes through/around.
A remedy could be to ensure that you use DCID on both stats (<recommended) - or don’t use it on either of them (<not recommended)
Hi Adam, thank you very much for the interest.
I was already investigating on DCID, but stats on CCP and DMA seems to be identical, but number difference permains: for the same VQ in the same day, Total_Call_Entered in datamart 628, in CCP: 634:
http://web.tiscali.it/modifiche/stat_dma.PNG
http://web.tiscali.it/modifiche/stat_ccp.PNG
I’m configuring CCP stats in the properties - options section of the ccp_statserver in CME, and reporting stats on DMA; there’s another place I should look to?
Regards.