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
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.
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.
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.
??? ??? ???
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
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
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.
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.