I have a problem where an agent’s total login time is not showing properly in CCPulse.
He has logged in for total of 11 hours [From historical datamart report] but CCpulse only shows 10 hours and 24 minutes.
Using CCPulse version 7.5 and Stat server version 8.1.
The main mask applied in CCPulse are – *, ~NotMonitored, ~LoggedOut, ~Monitored.
I know that the notmonitored status is when the T server lost connection from Stat server and Monitored is when NotMonitored ends and the connection is restored. [From STat server user guide]
Obviously his logged out time will also be not calculated.
If you lost connection at some point then the SS counter will go to zero as is NotMonitored at that time, then will begin to count again when reconnects but won’t catch previous time.
Check your StatServer logs please and TServer ones.
Many thanks for the info. I was checking the T server log and the DN got registered at 08:15 am instead report says the agent logged in at 07:20 am itself which is strange again. Below T server event log:
08:15:03.351 Trc 04541 RequestRegisterAddress received from [652] (0000001e CIM_GPlus_1 10.127.181.220:53067)
message RequestRegisterAddress
AttributeReferenceID 32963
AttributeThisDN ‘7363203’
AttributeAddressType 2 (Position)
AttributeRegisterMode 0
AttributeControlMode 0
(tservice_proc) ControlMode set to 1 for 7363203
And not much information I could see from the CCPulse Statserver logs as well. Please advise.
This is probably not the solution, but worth knowing;
If your Contact Center is not 24 hours, then it may be that the StatServer is only starting to count from the first time someone logs into CCPulse, each day. So, if your Agent logs in before anyone has logged on to CCPulse/StatServer, there might be a mismatch.
A few places I have worked at have a local instance of CCPulse running on the StatServer Server and both the Application and the Software are set to autostart if the Server fails/reboots, etc. to ensure data/stat continuity.
FULLY AMENDED AND UPDATED - I originally wrote this from memory - now checked and verified…
Yes/No/Maybe…
The statistic definitions in your Views for CCPulse contains TimeProfile elements, which are extracted from (and can be amended on) the associated StatServer, via CIM/GA etc:
Generally, if you want your statistics to always reset at midnight, use a TimeProfile like:
Option Name: Default,Growing
Option Value: 00:00
Take a look at the TimeProfile Options on your associated StatServer - you should find what you are looking for.
Great thanks.. that’s exactly what I was looking for ;D
I came to know that we have 3 timeprofiles configured in statserver:
Default,Growing – Value: 08:00
Minus8Gorwing,Growing – Value: 16:00
Plus8Growing,Growing – Value: 00:00
If I connect to the CCP which uses the Plus8Growing timeprofile, the CCP should only reset at 00:00 local time and not at any time? coz the problem in our CCP, it resets at 00:00 and 08:00 local time
TimeProfile may be attributed per individual statistic within a CCPulse+ Template… my guess is you have some statistics with Plus8Growing,Growing applied - and some with Default,Growing applied… you will probably have to check them all.
My Total_Login_Time stat uses Growing, Default in the template which is set to 08:00 in the StatServer Time Profile which means it will get reset at 8 am in the morning.
So I will change the default to Plus8Growing in the template which is configured as 00:00 so that stat will be reset only at 00:00 midnight.
I won’t correct you because you aren’t wrong. As you are already doing - remember to change the Time Profile in the CCPulse+ Application/Statistics - and do not update the Time Profile parameters directly in the StatServer Options, because you do not know if it is being used by other Applications/Templates.
It may take 24 hours for you to notice the changes, though…
