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CCPulse+
Administrator’s Guide
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CCPulse+—Administrator’s Guide 3
Table of Contents
4 Reporting 7.5
Table of Contents
Index ................................................................................................................. 89
CCPulse+—Administrator’s Guide 5
Table of Contents
6 Reporting 7.5
Preface
Welcome to the Reporting 7.5 CCPulse+ Administrator’s Guide. This
document presents information that CCPulse+ administrators need in order to
fine-tune and troubleshoot CCPulse+ installation. This guide is valid only for
the 7.5.x release of this product.
Note: For releases of this guide created for other releases of this product,
please visit the Genesys Technical Support website, or request the
Documentation Library DVD, which you can order by e-mail from
Genesys Order Management at [email protected].
Intended Audience
This guide is primarily intended for CCPulse+ administrators. It assumes that
you have a basic understanding of:
• Computer-telephony integration concepts, processes, terminology, and
applications.
CCPulse+—Administrator’s Guide 7
Preface Chapter Summaries
• Network operation.
• Your own network configurations.
You should also be familiar with Genesys Framework architecture and
functions, particularly Stat Server statistics and configuration.
CCPulse+ administrators have access to CCPulse+ functions not available to
other users. CCPulse+ administrators can:
• Operate the Threshold and Action wizards.
• Operate the Template Wizard to create, modify, or delete CCPulse+
templates.
• Use the Import/Export Utility to copy CCPulse+ templates, thresholds, and
actions from one storage to another.
A strong knowledge of VBScript may be required for some functionality, such
as creating custom formulas.
Chapter Summaries
In addition to this opening chapter, this guide contains these chapters:
• Chapter 1, “Installing CCPulse+ Silently,” on page 11, describes how to
use InstallShield Silent for installing CCPulse+ silently; that is, for
performing installations that do not require the installer to enter any
settings.
• Chapter 2, “Fine-Tuning CCPulse+ Configuration,” on page 17, describes
how to customize storage file locations and user interface settings.
• Chapter 3, “Historical Reporting Considerations for CCPulse+,” on
page 37, introduces the functionality for composite metrics, and presents
some issues that you should know about before using historical reporting
functionality in CCPulse+.
• Chapter 4, “Server Connections to CCPulse+,” on page 41, describes how
CCPulse+ behaves when its server connections fail and how and when you
can resume normal operation.
• Chapter 5, “Using Custom Statistics,” on page 47, describes the syntax of
the formula-driven statistics provided with your solution and how to affect
the display of results that CCPulse+ returns.
• Chapter 6, “Thresholds and Actions,” on page 59, describes the Genesys-
provided action and threshold scripts and the objects available for use in
these scripts.
• Chapter 7, “Measuring CCPulse+/Stat Server Traffic,” on page 77,
discusses some of the elements contributing to CCPulse+/Stat Server
traffic and how you can measure them.
8 Reporting 7.5
Preface Making Comments on This Document
CCPulse+—Administrator’s Guide 9
Preface Document Change History
10 Reporting 7.5
Chapter
Overview
InstallShield Silent is a third-party installation program that Genesys uses to
facilitate electronic software distribution for both server and GUI applications
on Windows platforms. “Silent” installations eliminate the need for interactive
dialog during the installation process. Instead, you create a single response file
filled with the necessary parameters that InstallShield Silent references during
subsequent silent installations.
After creating your response file and performing a silent installation, review
the log file for a successful result code or any errors encountered.
You must take some preliminary actions before installing CCPulse+. Refer to
the “Predeployment Measures” chapter in the Reporting Deployment Guide for
more information.
CCPulse+—Administrator’s Guide 11
Chapter 1: Installing CCPulse+ Silently Creating the Response File
12 Reporting 7.5
Chapter 1: Installing CCPulse+ Silently Playing Back the Response File
[{9058E66E-B24C-4CCE-955A-F156227FC674}-DlgOrder]
Dlg0={9058E66E-B24C-4CCE-955A-F156227FC674}-gctiGdWelcome-0
[{9058E66E-B24C-4CCE-955A-F156227FC674}-gctiGdRadioButton3-0]
Direction=1
Choice=1 This dialog box prompts whether users can monitor agent
statistics. Choice=1 indicates Yes.
Create a different response file to deploy the CCPulse+
application to users who are not permitted to monitor agent
statistics.
[{9058E66E-B24C-4CCE-955A-F156227FC674}-gctiGdReadyToInstall-0]
Direction=1
Reboot=0 indicates
that a reboot is
[{9058E66E-B24C-4CCE-955A-F156227FC674}-gctiGdFinish-0] unnecessary.
Reboot=0
Note: Do not use spaces between the /f1 or /f2 parameter and its value in
double quotation marks.
The following illustrates some commands you could issue to play back the
response file:
• setup.exe -s
Both /f1"*\[Setup.exe directory]\setup.iss" and /f2"*\[setup.exe
directory]\setup.log" are implied on a Windows XP system.
CCPulse+—Administrator’s Guide 13
Chapter 1: Installing CCPulse+ Silently Analyzing the Log File
• setup.exe -s /f1"c:\WINDOWS\MonitorAgents.iss"
/f2"*\[Setup.exe directory]\setup.log" is implied on a Windows XP
system.
• setup.exe -s /f2"c:\WINDOWS\SuzysLog.log"
/f1"*\[Setup.exe directory]\setup.iss" is implied on a Windows XP
system.
Value Meaning
0 Success
-1 General error
-2 Invalid mode
14 Reporting 7.5
Chapter 1: Installing CCPulse+ Silently Analyzing the Log File
Value Meaning
The text in Figure 2 shows the contents of a log file for a CCPulse+ application
that was successfully installed using InstallShield Silent.
[ResponseResult]
ResultCode=0
CCPulse+—Administrator’s Guide 15
Chapter 1: Installing CCPulse+ Silently Analyzing the Log File
16 Reporting 7.5
Chapter
2 Fine-Tuning CCPulse+
Configuration
After the initial configuration of the CCPulse+ Application object and
installation, you can use Configuration Manager to perform additional
customization in the various sections of the application. This chapter describes
how to fine-tune the CCPulse+ configuration in the following sections:
Storage Section, page 18
UserInterface Section, page 19
IconStyle Section, page 23
Workspace Section, page 24
CustomStatistic Section, page 28
View Section, page 29
Changing the Display of Dates and Time, page 31
CCPulse+ Registry Settings, page 33
The CCPulse+ application itself does not consider the case of configuration
information it reads from Configuration Server. However, the RDBMS of your
Configuration Server database may be case sensitive. As you fine-tune your
CCPulse+ Application object, keep this in mind. Also, for those configuration
options for which you specify true/false values, any of the following
additional values are also valid:
• yes/no
• y/n
• 1/0
• on/off
CCPulse+—Administrator’s Guide 17
Chapter 2: Fine-Tuning CCPulse+ Configuration Storage Section
Storage Section
A storage is a file in which specific information types reside. Storage locations
are configured on the Storage section of your CCPulse+ application Options
tab using Configuration Manager, as shown in Figure 3.
To enter a storage location:
1. Double-click the desired item in the Name column to open the Edit Option
window.
2. In the Value text box, enter the full path to the location where the storage
file should reside.
3. Click OK. The Storage list now displays the updated storage location (see
Figure 3).
Table 2 describes the six configuration options you can define in the Storage
CCPulse+ section.
Option Description
18 Reporting 7.5
Chapter 2: Fine-Tuning CCPulse+ Configuration UserInterface Section
Option Description
QueryStorageFullPath Defines the location of the XML file where CCPulse+ queries are
stored.
WorkspacesStorageFullPath Defines where CCPulse+ workspaces are stored when users save
workspaces. If a workspace is used by multiple users, make sure all
users can access the location of the Workspaces storage file.
UserInterface Section
The UserInterface section holds configuration options with which you can
specify how CCPulse+ is to display data in its interface. (See Table 3.)
Option Description
DisableThresholdsDlg Use this option to enable contact center operators configured as CCPulse+
Users, to set thresholds, or to prevent them from doing this.
This option controls visibility of the Set Threshold menu item on the
shortcut menu that is invoked when the user right-clicks a statistic or
statistics group. Setting this configuration option has no meaning for users
configured as CCPulse+ Administrators. Full threshold and action
functionality is always available to CCPulse+ Administrators.
Default Value: true
Valid Values: true, false
Change Takes Effect: Upon restart
CCPulse+—Administrator’s Guide 19
Chapter 2: Fine-Tuning CCPulse+ Configuration UserInterface Section
Option Description
ShowAgentLoginID Use this option to configure CCPulse+ to display the agent’s login ID in the
Extended Current Status window. Specify true to display login IDs, or
false to hide them. This window might display n/a (for not applicable) in
place of a login ID when the ID is unavailable, or when the agent is logged
out.
This option does not apply to Agent Group objects or other object types.
Default Value: true
Valid Values: true, false
Change Takes Effect: Upon restart
ShowAgentSkills Use this option to configure CCPulse+ to display the skills associated with
selected agents in the Extended Current Status window. Specify true to
display agent skills or false to hide them. If no skills are defined in
Configuration Manager or if skills have not been assigned to the selected
agent(s) and ShowAgentSkills is set to true, CCPulse+ displays n/a (for
not applicable) in the Extended Current Status window.
The 7.0.1 release of CCPulse+ introduced a Skill icon ( ), which
precedes the listing of skills in the Extended Current Status window.
Default Value: false
Valid Values: true, false
Change Takes Effect: Upon restart
ShowStatusReasons Use this option to configure CCPulse+ to display data that is attached to a
TEvent in the form of reason codes. This data provides a reason for an
object’s current state and is associated with the agents you select in the
Extended Current Status window. CCPulse+ obtains this information
from Stat Server, which gets this information from one of two attributes
supplied by each T-Server TEvent:
• The Extensions attribute–its ReasonCode key (for hardware-related
reasons)
• The Reasons attribute (for data supplied by software such as the Genesys
SoftPhone or ActiveX)
20 Reporting 7.5
Chapter 2: Fine-Tuning CCPulse+ Configuration UserInterface Section
Option Description
ShowStatusReasons Specify true to display the value of this reason code or false to hide it.
(continued) Default Value: false
Valid Values: true, false
Change Takes Effect: Upon restart
Reason codes apply only to the following noncall-related statuses:
• LoggedIn
• LoggedOut
• AfterCallWork
• Ready
• NotReady
CCPulse+—Administrator’s Guide 21
Chapter 2: Fine-Tuning CCPulse+ Configuration UserInterface Section
Option Description
ShowDurationBefore Use this option to effect the format by which CCPulse+ displays
StatusName information about current status in the Views pane. If true, CCPulse+
displays the duration of a particular state first followed by the current state
using the format: (hh:mm:ss) currstatus. If false, CCPulse+ displays the
name of the current status first and then duration: currstatus (hh:mm:ss).
By default, CCPulse+ displays status duration after the current status, even
if the option is absent from the configuration of your CCPulse+ application
object. Such placement facilitates sorting by current status should you
desire to use this functionality. (Incidentally, CCPulse+ does not allow you
to sort by duration.) You may, however, prefer duration precede to current
status. Figure 4 provides an illustration of this preference.
Default Value: false
Valid Values: true, false
Change Takes Effect: Upon restart
22 Reporting 7.5
Chapter 2: Fine-Tuning CCPulse+ Configuration IconStyle Section
IconStyle Section
The IconStyle section holds one configuration option which controls the
appearance of the logged-out icon in the CCPulse+ interface. (See Table 4.)
Option Description
DNLoggedOut Use this option to configure CCPulse+ to display one of three styles of
logged out icons by using the DNLoggedOut option. The value you specify
for this option relates to the CCPulse+ release in which these styles
appeared.
The three styles of the DNLoggedOut icon and the corresponding CCPulse+
release are shown below:
• ,DNLoggedOut icon for CCPulse+ release prior to 6.1.3.
CCPulse+—Administrator’s Guide 23
Chapter 2: Fine-Tuning CCPulse+ Configuration Workspace Section
Workspace Section
The Workspace section holds configuration options that affect your CCPulse+
workspace. (See Table 5.) Note that because the options defined in this section
are defined within the CCPulse+ Application object in Configuration Server,
their settings affect all CCPulse+ instances that are configured to use the
object. You cannot change these settings for every instance of CCPulse+
individually. Instead, you have to define a new Application object for each
combination of configuration settings that you wish to set and then configure
each instance to use the appropriate Application object.
Table 5: Configuration Options for the Workspace Section
Option Description
CurrentStateEnable Use this option to enable or disable the current state for all
configuration objects selected for monitoring on the Call Center
Objects pane. Consider using this option if you wish to increase
runtime performance of CCPulse+ and decrease startup
time—especially if you regularly use workspaces with a large
numbers of objects.
Default Value: true
Valid Values: true, false
Change Takes Effect: Upon restart
24 Reporting 7.5
Chapter 2: Fine-Tuning CCPulse+ Configuration Workspace Section
Option Description
EnableAgentCapacity This option enables or disables the receipt of capacity per media
information from Stat Server for individual agents in the workspace.
Default Value: false
Valid Values: true, false
Change Takes Effect: Upon restart
EnableAgentCapacityStatus This option enables or disables the display of agent or agent group
capacity information in the object tree.
Default Value: false
Valid Values: true, false
Change Takes Effect: Upon restart
EnableAgentGroupCapacity This option enables or disables the calculation of capacity per media
information by CCPulse+ for agent groups in the workspace.
Agent group capacity is defined as the sum of the corresponding
media capacity values for the agents in the group:
Group max capacity/current interactions/routable interactions = Sum
(Agent max capacity/current interactions/routable interactions)
Note: Displaying agent group capacity will have a linear impact on
CCPulse+ performance (depending on the number of calls that the
group members receive).
Default Value: false
Valid Values: true, false
Change Takes Effect: Upon restart
IgnoreNewObjectNotifications Use this option to specify whether CCPulse+ should accept or ignore
notifications from Configuration Server about newly created
reportable objects. If set to true, CCPulse+ ignores notifications of
new objects—any new reportable objects will not appear in the
workspace. If set to false, new objects will appear instantly in the
Call Center Objects pane. When the workspace is saved, these
objects become a permanent part of the workspace, like the other
configuration objects that were explicitly selected for monitoring
when the workspace was initially created.
Default Value: false
Valid Values: true, false
Change Takes Effect: Upon restart
CCPulse+—Administrator’s Guide 25
Chapter 2: Fine-Tuning CCPulse+ Configuration Workspace Section
Option Description
SafeScriptMode Use this option to specify whether CCPulse+ will spawn a separate
thread to execute VBScripts. If set to true, threshold and action
VBScripts will be executed using a separate thread. This is a safe but
slower method of operation. If set to false, all scripts will be executed
using the main process, and the Timeout option, shown on the
Threshold Creation and Action Creation pages of the Threshold and
Action wizards (respectively), will become disabled. Figure 6 shows
the bottom half of the Threshold Creation page with the timeout area
disabled.
Default Value: true
Valid Values: true, false
Change Takes Effect: Upon restart
26 Reporting 7.5
Chapter 2: Fine-Tuning CCPulse+ Configuration Workspace Section
Option Description
WorkspaceAutoLoad This option determines whether CCPulse+ loads the last workspace
used when CCPulse+ starts. If true, CCPulse+ loads the workspace
you were using the last time you closed CCPulse+, enabling you to
bypass the explicit selection steps otherwise required. If false,
CCPulse+ prompts you to select one of the available workspaces in
your environment. CCPulse+ stores the name of the most recently
used workspace in the Microsoft Windows registry.
Default Value: true
Valid Values: true, false
Change Takes Effect: Upon restart
CCPulse+—Administrator’s Guide 27
Chapter 2: Fine-Tuning CCPulse+ Configuration CustomStatistic Section
CustomStatistic Section
The CustomStatistic section holds one configuration option to affect the
display of custom statistics within the CCPulse+ interface. (See Table 6.)
Option Description
ExtendedCurrentStatus Use this option to configure CCPulse+ to display reasons in the current state
statistics provided through agent views. If set to true, CCPulse+ displays
the reasons for the current state statistic as one or more strings separated by
semi-colons. If set to false, the reasons for the current state statistics are
not displayed.
To fully implement this feature, you must also define the underlying stat
type for agent current state statistics as follows:
Category=CurrentState
MainMask=*
Objects=Agent
Subject=DNAction
This DNAction-based stat type enables Stat Server to provide data along
with duration and actual status data.
In Figure 7, the AgentStateReason view displays a reason of 1 for the agent
Employee_ID_601 who is in the state NotReadyForNextCall. In this
example, a threshold and action have also been applied to this statistic. For
information on setting thresholds and actions, refer to the discussion
starting on page 59. Table 16 on page 60 shows how to use reasons in
thresholds.
Default Value: false
Valid Values: true, false
Change Takes Effect: Upon restart
MediaTypes This option populates the drop-down list of media types available in the
Media Filter section of the Properties dialog box for the
CurrentAgentState statistic category.
Default Value: “voice”
Valid Values: <comma separated list of media> (Example: “voice, email,
voip”)
Change Takes Effect: Upon restart
28 Reporting 7.5
Chapter 2: Fine-Tuning CCPulse+ Configuration View Section
View Section
The View section holds configuration options that affect the presentation of data
in CCPulse+ views. (See Table 7.)
Option Description
CurrentStateRefresh This option specifies the time interval at which CurrentState statistics will
Interval be refreshed in the view. If the view does not contain any CurrentState
statistics, CCPulse+ ignores this option.
CCPulse+ adjusts any value specified over the maximum value to the
maximum value.
Note: If you enter a 0 (zero), a negative number, or any alphanumeric
string, you will disable this setting. The current state duration will be not be
refreshed until it receives an update from the Stat Server.
Default Value: 5 (seconds)
Valid Values: 0 to 86399
Change Takes Effect: Upon restart
CCPulse+—Administrator’s Guide 29
Chapter 2: Fine-Tuning CCPulse+ Configuration View Section
Option Description
DelayBeforeRemoval This option specifies the number of seconds that logged out agents remain
visible, but in a dimmed (greyed out) state, in a real-time V/AG dynamic
membership view, before CCPulse+ removes them from the view entirely.
A value of 0 instructs CCPulse+ to immediately remove agents from the
view; however, in reality, some small amount time could pass before the
view is updated. CCPulse+ resets any value specified outside the range of
valid values to 0.
Default Value: 15 (seconds)
Valid Values: 0 to 3600
Change Takes Effect: Upon restart
DisableCreateRemove Use this option to enable CCPulse+ Administrators to restrict the creation
Views and removal of views by contact center operators, or to prevent them from
doing this.
The setting of this configuration option has no meaning for users configured
as CCPulse+ Administrators. Administrators can always create and/or
review views, regardless of this option’s setting. However, setting this value
to true, prevents agents configured as CCPulse+ Users from performing
these actions.
Default Value: false
Valid Values: true, false
Change Takes Effect: Upon restart
DisableHideShowActions Use this option to enable or disable hide/show actions on the Graph view.
OnGraph Setting this configuration option will greatly reduce the time it takes for
CCPulse+ to open a workspace with hide/show actions.
Default Value: false
Valid Values: true, false
Change Takes Effect: Upon restart
30 Reporting 7.5
Chapter 2: Fine-Tuning CCPulse+ Configuration Changing the Display of Dates and Time
Option Description
DisableRowColVisibility Use this option to enable contact center operators configured as CCPulse+
Change Users, to alter the visibility of rows and/or columns in the Table view, or to
prevent them from doing this.
In addition, if you set this configuration option to true, the shortcut menu
items to hide and show rows and columns are disabled for CCPulse+ Users.
The setting of this configuration option has no meaning for users configured
as CCPulse+ Administrators. Administrators can always hide and show
rows and columns in the Table view and the corresponding shortcut menu
items remain enabled, regardless of this option’s setting.
Default Value: false
Valid Values: true, false
Change Takes Effect: Upon restart
MaxNumberOfAgents This option specifies the maximum number of agents that CCPulse+
displays in a real-time V/AG dynamic membership view regardless of the
number of available agents or their current status. The default value
provided in the CCPulse+ 7.5 application template allows up to 75 agents in
the display; this is also the value that CCPulse+ uses if this option is not set.
CCPulse+ sets any value outside the range of valid values to 1.
Default Value: 75 (agents)
Valid Values: 1 to 450
Change Takes Effect: Upon restart
CCPulse+—Administrator’s Guide 31
Chapter 2: Fine-Tuning CCPulse+ Configuration Changing the Display of Dates and Time
Figure 9 shows instances of two different time-format settings. The first image
uses a regional time format of h:mm:ss tt, representing 4 o’clock in the
afternoon as 4:00:00 PM. The second image uses the HH:mm:ss format and
displays the same time as 16:00:00.
32 Reporting 7.5
Chapter 2: Fine-Tuning CCPulse+ Configuration CCPulse+ Registry Settings
Access the root for all these settings through the following path in the Registry:
HKEY_CURRENT_USER\Software\GCTI\CallCenter\
Configure your user interface by entering the desired value next to the
appropriate key. Table 8 describes these settings.
GridFontSize Specifies the font size of the characters in the Table view of the Views pane.
Default Value: 7
Valid Values: Positive integers
Path: HKEY_CURRENT_USER\Software\GCTI\CallCenter\Attributes
CCPulse+—Administrator’s Guide 33
Chapter 2: Fine-Tuning CCPulse+ Configuration CCPulse+ Registry Settings
GraphTileFontSize Specifies the font size of the title caption above graphs in the Graphs view
of the Views pane.
Default Value: 7
Valid Values: positive integers
Path: HKEY_CURRENT_USER\Software\GCTI\CallCenter\Attributes
GraphBkColor Specifies the background color of all graphs in the Graphs view of the Views
pane.
Default Value: 0x7f7f7f (gray)
Valid Values: Six-digit hexadecimal numbers (interpreted as Blue-Green-
Red color encoding).
Path: HKEY_CURRENT_USER\Software\GCTI\CallCenter\Attributes
GraphAxisFontSize Specifies the font size of the captions under graphs in the Graphs view of
the Views pane.
Default Value: 7
Valid Values: Positive integers
Path: HKEY_CURRENT_USER\Software\GCTI\CallCenter\Attributes
FormatAgentInfo Specifies how CCPulse+ displays agent information on the Call Center
Objects pane of the CCPulse+ main window.
Default Value: Varies depending on the language detected by your operating
system
Valid Values: Strings containing any combination of the following
parameters:
%n=Employee ID
%F=First name
%f=Abbreviated first name
%L=Last name
%l=Abbreviated last name
For example, if you have an agent named Vince Duncan, whose employee
number is 9001, the string:
FormatAgentInfo = %n-%f.%L
yields the following display:
9001 - V. Duncan
Note: Separate the parameters using punctuation with which you want the
elements to display.
Path: HKEY_CURRENT_USER\Software\GCTI\CallCenter\CUSTOM DEFINITION
34 Reporting 7.5
Chapter 2: Fine-Tuning CCPulse+ Configuration CCPulse+ Registry Settings
DeltaAvgTime Specifies the default value, in seconds, of the Insensitivity parameter for
statistics in the Average Time category.
Default Value: 2
Valid Values: 2–600
Path: HKEY_CURRENT_USER\Software\GCTI\CallCenter\CUSTOM DEFINITION
DeltaTotalTime Specifies the default value, in seconds, of the Insensitivity parameter for
statistics in the Total Time category.
Default Value: 10
Valid Values: 10–600
Path: HKEY_CURRENT_USER\Software\GCTI\CallCenter\CUSTOM DEFINITION
DeltaCntCalls Specifies the default value, in seconds, of the Insensitivity parameter for
statistics in the Current Calls category.
Default Value: 1
Appropriate Values: 1–100
Path: HKEY_CURRENT_USER\Software\GCTI\CallCenter\CUSTOM DEFINITION
NotifyEvery Specifies the default value, in seconds, for the Notification Frequency
property for statistics in the Notify Every category.
Default Value: 60
Valid Values: 60–1800
Path: HKEY_CURRENT_USER\Software\GCTI\CallCenter\CUSTOM DEFINITION
CCPulse+—Administrator’s Guide 35
Chapter 2: Fine-Tuning CCPulse+ Configuration CCPulse+ Registry Settings
36 Reporting 7.5
Chapter
3 Historical Reporting
Considerations for
CCPulse+
This chapter discusses CCPulse+ historical reporting. It covers certain points
to consider before using CCPulse+ historical reporting functionality. Using this
functionality is completely optional. If you intend to only use CCPulse+’s real-
time functionality, you do not have to connect CCPulse+ to a Data Mart and
you can skip this chapter. If you are interested in employing CCPulse+’s
historical reporting functionality, read the following sections:
Data Mart Connections, page 37
Composite Metrics, page 38
Column Names, page 38
The Last N Intervals Parameter, page 39
Historical Associations for Statistics, page 39
Propagation of Template Changes, page 39
Deactivated Report Layouts, page 40
Info Mart Connections for Query-Based Functionality, page 40
CCPulse+—Administrator’s Guide 37
Chapter 3: Historical Reporting Considerations for CCPulse+ Composite Metrics
Note: For CCPulse+, you can use only a Data Mart that has only one active
Configuration Server defined to it. (Active indicates that Configuration
Server has an ODS [Operational Data Storage] assigned to it within
ETL Assistant.) If your Data Mart collects information from multiple
Configuration Servers, you cannot use it with CCPulse+.
Composite Metrics
Prior to release 7.0, you could not use CCPulse+ to supply composite metrics
in reports—except for those metrics already provided by the ready-to-use
reports. To correct this shortcoming, the 7.0 release introduced a custom-
formula capability, allowing you to define averages, percentages, and more.
Refer to the “Template Wizard” topic in Reporting 7.5 CCPulse+ Help for
information on how to use this feature.
Column Names
Data Mart stores information in folder templates that include only a single
object (Agent, Place, Queue, and so on). However, in CCPulse+, you can
create custom templates that include multiple compatible objects. To link
object data stored in Data Mart, CCPulse+ identifies metrics by the Data Mart
column name.
For this to function properly, the Data Mart folder template for each object to
be incorporated into the CCPulse+ template must include the identical column
name used in the CCPulse+ template. Otherwise, data from the Data Mart
template is omitted from the CCPulse+ template.
Warning! If more than one custom template uses the same column name to
specify different metrics, CCPulse+ may incorrectly combine these
metrics.
For more information about the Data Mart folder templates and column names
provided in reports from Genesys solutions, refer to the “Data Mart Folder
Templates” and “Data Mart Composite Metrics” chapters in Solution
Reporting Templates book of the Reporting Technical Reference 7.6 series.
38 Reporting 7.5
Chapter 3: Historical Reporting Considerations for CCPulse+ The Last N Intervals Parameter
Note: CCPulse+ reads all available Data Mart metrics at start-up only. In
order for CCPulse+ to accept newly created or changed metrics, you
must restart it.
CCPulse+—Administrator’s Guide 39
Chapter 3: Historical Reporting Considerations for CCPulse+ Deactivated Report Layouts
40 Reporting 7.5
Chapter
4 Server Connections to
CCPulse+
The CCPulse+ Application object defines connections to Stat Server for
monitoring real-time data and optionally to DB Server (through a connection
to the specified Data Mart and its database access point) for monitoring
historical data. In addition, the CCPulse+ Application object, which is defined
in a particular Configuration Server, connects to this server (although this
connection is not visibly defined within the application’s properties).
This chapter describes CCPulse+ behavior when any of these server
connections, or connections to the designated backup servers, fail. This chapter
also describes what actions you should take to regain CCPulse+ monitoring
under these circumstances.
The scenarios in this chapter begin with a CCPulse+ session for which all
connections are established. For any number of reasons, any of the following
connection failures, in any order, could occur to affect normal CCPulse+
operation:
Configuration Server Connection Failure, page 42
Stat Server Connection Failure, page 43
Data Mart Connection Failure, page 44
Note: Except where specifically noted, this chapter describes the behavior of
CCPulse+ release 7.0.2 and later, when disconnected from
Configuration Server 7.0.2 (and later), Stat Server 7.0.3 (and later), and
DB Server 7.x. CCPulse+’s reconnection procedures differ slightly for
previous releases of these servers.
CCPulse+—Administrator’s Guide 41
Chapter 4: Server Connections to CCPulse+ Configuration Server Connection Failure
42 Reporting 7.5
Chapter 4: Server Connections to CCPulse+ Stat Server Connection Failure
CCPulse+—Administrator’s Guide 43
Chapter 4: Server Connections to CCPulse+ Data Mart Connection Failure
44 Reporting 7.5
Chapter 4: Server Connections to CCPulse+ Data Mart Connection Failure
Once DB Server is back online, you do not need to close and then reopen your
workspace to regain historical reporting functionality. Merely re-request the
historical information you seek by re-opening the related historical view.
CCPulse+’s automatic connection to a designated backup DB Server was a
feature introduced in the 7.0.2 release.
CCPulse+—Administrator’s Guide 45
Chapter 4: Server Connections to CCPulse+ Data Mart Connection Failure
46 Reporting 7.5
Chapter
CCPulse+—Administrator’s Guide 47
Chapter 5: Using Custom Statistics Referencing Basic Statistics
Example 1
The Callback Queue template (provided with the Voice Callback [VCB] option)
makes use of several custom statistics. Figure 11 shows a cutaway of
CCPulse+’s Predefined Statistics window and many of this template’s
statistics. The Requested Statistics list in this window contains the template’s
categorization of statistic groups and statistics, and it highlights one custom
statistic in particular, All Entered, which belongs to the Total Entered
statistic group.
48 Reporting 7.5
Chapter 5: Using Custom Statistics Using Predefined Objects in Formulas
When you open the properties of this statistic, CCPulse+ opens the ActiveX
Scripting Expression dialog box and displays the statistic’s formula.
Figure 12 provides a cutaway of the ActiveX Scripting Expression dialog
box, showing that the definition of All Entered is based on two basic statistics,
CB Entered and Live Entered, both of which belong to the Total Entered
group.
CCPulse+—Administrator’s Guide 49
Chapter 5: Using Custom Statistics Using Predefined Objects in Formulas
type String Type of state object. In the 7.5.x release, extended current status
information is provided only for Agent and Agent Group objects.
Genesys recommends that you validate an object’s type property as
AgentState before using other properties of this object.
If the state object is not available, the value of the type property is
undefined. In this case, all other properties of the state object will
be unavailable, which may result in errors.
StartTime OLE Date Coordinated Universal Time (UTC) date and time when the current
status was established. Suitable for use in the Date object that is
available in the JScript.
DNs Collection Contains information about the DNs used by or available to the
agent. The list can be iterated by using Enumerator object (available
in Jscript) to obtain specific DN data. Refer to the GetDNState
function in Example 2 for an example on how to use this property.
The list can also be accessed using the Count property and the Value
function.
Capacities Collection Contains the collection of capacity items for an agent. Each capacity
item contains the following properties: MediaType, Current
Interactions, RoutableInteractions, and MaxInteractions (see
Table 11).
To return this collection of capacity items, set the
EnableAgentCapacity [Workspace] configuration option to true.
50 Reporting 7.5
Chapter 5: Using Custom Statistics Using Predefined Objects in Formulas
type String Type of state object. In the 7.5.x release, extended current
status information is provided only for Agent and Agent Group
objects. Genesys recommends that you validate an object’s
type property as AgentGroupState before using other
properties of this object.
If the state object is not available, the value of the type
property is undefined. In this case, all other properties of the
state object will be unavailable, which may result in errors.
StartTime OLE Date UTC date and time when the current status was established.
Suitable for use in the Date object that is available in the
JScript.
Capacities Collection Contains the collection of capacity items for an agent group.
Each capacity item contains the following properties:
MediaType, CurrentInteractions, RoutableInteractions,
and MaxInteractions (see Table 11).
To return this collection of capacity items, set the
EnableAgentGroupCapacity [Workspace] configuration option
to true.
The formula script can count the Capacities collection by using either the
enumerator or the index (for example, by using .value(index) method). The
number of capacity items are available through the .Count property. Certain
capacity items for specific media are also available by using
CCPulse+—Administrator’s Guide 51
Chapter 5: Using Custom Statistics Using Predefined Objects in Formulas
Example 2
The following is an example of the formula script for Agents:
if(state.type == "AgentState")
{
var i, item, s = "";
for(i = 0; i < state.Capacities.Count; i++)
{
item = state.Capacities.Value(i);
s += item.MediaType;
s += "(" + item.CurrentInteractions + "," +
item.MaxInteractions + "," + item.RoutableInteractions + "),";
}
result.Text = s;
}
else
result.Text = "n\\a";
Example 3
The following is an example of the formula script for Agent Groups:
if(state.type == "AgentGroupState")
{
var i, item, s = "";
for(i = 0; i < state.Capacities.Count; i++)
{
item = state.Capacities.Value(i);
s += item.MediaType;
s += "(" + item.CurrentInteractions + "," +
item.MaxInteractions + "," + item.RoutableInteractions + "), ";
}
result.Text = s;
}
else
result.Text = "n\\a";
Note: In the CCPulse+ workspace, the Graph view displays only one
number—current capacity per media.
52 Reporting 7.5
Chapter 5: Using Custom Statistics Using Predefined Objects in Formulas
StartTime Long Greenwich Mean Time (GMT) date and time when
current status has been established. Suitable for use
in the Date object available in the JScript.
Action-Related To obtain action-related information use the Action predefined object and its
Information properties described in the Table 13. This object can only be used in
conjunction with DN predefined object. Please note that the names of masks
can coincide with the names of statuses.
StartTime Long GMT date and time when this action has been
established. Suitable for use in the Date object available
in the JScript.
CCPulse+—Administrator’s Guide 53
Chapter 5: Using Custom Statistics Using Predefined Objects in Formulas
Example 4
The following example illustrates how you can use the state predefined object
within a customized statistic’s formula to determine an agent’s current state:
result.Text = GetAgentState();
function GetAgentState()
{
if(state.type != "AgentState")
return "n/a";
var r = "(" + FormatDate(state.StartTime) + ") ";
r += state.AgentID;
r += " [Place: " + state.PlaceID;
r += " Login: " + state.LoginID + "]";
r += ", Status: " + state.Status;
r += "; DNs: ";
function FormatDate(dateVal)
{
var dateObj = new Date(dateVal);
return dateObj.getHours() + ":" + dateObj.getMinutes() + ":"
+ dateObj.getSeconds();
}
function GetDNState(dn)
{
var r = "(" + FormatDate(dn.StartTime) + ") ";
r += dn.DN;
r += " [Switch: " + dn.SwitchID;
r += ", Type: " + dn.DNType + "], Status: " + dn.Status;
r += "; Actions: "
function GetAction(a)
{
var r = "(" + FormatDate(a.StartTime) + ") ";
r += a.Action;
return r;
}
54 Reporting 7.5
Chapter 5: Using Custom Statistics Formatting the Results
The information that CCPulse+ returns is the same information that appears in
the Extended Current Status window when requested for Agent objects.
Figure 13 illustrates sample data returned in the Example 4 script. Note that the
time information returned from running the script reflects startup time (the
time that the current status occurred)—not duration as shown in the Extended
Current Status window.
CCPulse+—Administrator’s Guide 55
Chapter 5: Using Custom Statistics Formatting the Results
your formula, CCPulse+ might return a Long value and not apply the hh:ss:mm
or other time format.
Figure 12 on page 49 illustrates the use of result.Long in the definition of the
All Entered statistic.
Note: The list of available media is populated by the values set for the
MediaTypes configuration option. See Chapter 2 for more
information on this option.
• Select the media format from the drop-down menu, or enter a user-defined
format.
Figure 14 shows the predefined formats in a cutaway of the Statistic dialog
box.
56 Reporting 7.5
Chapter 5: Using Custom Statistics Formatting the Results
Table 14 lists the placeholder values for which you can substitute a user-
defined sting. Note that you must preface the strings entered with a % sign.
Table 15 lists the predefined formats you can select from a drop-down menu of
format choices.
%media(%c, %m, %r) voice(0, 3, 3) Displays media name, current interactions, maximum
interactions, and routable interactions in a single cell.
This is the default format.
CCPulse+—Administrator’s Guide 57
Chapter 5: Using Custom Statistics Formatting the Results
58 Reporting 7.5
Chapter
Overview
This chapter presents:
• The predefined objects that you can use in the threshold and action
VBScripts to create and edit thresholds and actions.
• The predefined thresholds installed with CCPulse+.
• The predefined actions installed with CCPulse+.
All existing thresholds and actions that are applied to the root level of a view
are propagated automatically to any new objects that are added to the view.
You do not have to manually apply thresholds to statistics of newly added
objects.
You can add a customized threshold to a statistic of a specific contact center
object, even if there is a pre-existing threshold applied at the root level. In this
case, the customized threshold will take precedence. Any changes to the root-
level threshold will not affect a statistic with a customized threshold. A new
icon will designate the associated customized threshold.
For instructions on using the Threshold Wizard and Action Wizard to create
and edit thresholds and actions, and for information on associating thresholds
and actions for specific contact center objects, see Reporting 7.5 CCPulse+
Help.
CCPulse+—Administrator’s Guide 59
Chapter 6: Thresholds and Actions Predefined Objects
Predefined Objects
Use the predefined objects listed and described in Table 16 to modify the
predefined CCPulse+ thresholds and actions or to create new ones using the
CCPulse+ Threshold and/or Action wizards.
Table 16: Predefined Objects for Use in Threshold and Action Scripts
60 Reporting 7.5
Chapter 6: Thresholds and Actions Predefined Objects
Table 16: Predefined Objects for Use in Threshold and Action Scripts (Continued)
CCPulse+—Administrator’s Guide 61
Chapter 6: Thresholds and Actions Predefined Objects
Table 16: Predefined Objects for Use in Threshold and Action Scripts (Continued)
62 Reporting 7.5
Chapter 6: Thresholds and Actions Predefined Objects
Table 16: Predefined Objects for Use in Threshold and Action Scripts (Continued)
CCPulse+—Administrator’s Guide 63
Chapter 6: Thresholds and Actions Predefined Objects
Table 16: Predefined Objects for Use in Threshold and Action Scripts (Continued)
SDNAASM_Engaged 16
SDNAASM_Outbound 17 Note: ASM is a reference to the Active
Switching Matrix call model used in
SRPAWaitForNextCall 13 conjunction with predictive dialing in the
SRPACallWait 9 Outbound Contact solution. Refer to Genesys
SCMPAStatusDeactivated 0 Outbound Contact documentation for further
details.
SCMPAStatusActivated 1
SCMPAStatusRunning 2
64 Reporting 7.5
Chapter 6: Thresholds and Actions Predefined Thresholds
Predefined Thresholds
This section describes the threshold scripts provided with each Genesys
solution. The purpose of providing these scripts is to demonstrate how you
might apply thresholds within your own CCPulse+ environment.
The scripts and threshold definitions are identical for each Genesys solution
and are stored in a file named thresholds.stg.
Note: Because these are sample scripts, it is likely that their absolute values
have little significance within your environment. You are encouraged
to modify them to more meaningful values.
And, starting with release 7.2, you can configure the SafeScriptMode
option to specify whether CCPulse+ spawns a separate thread to execute
CCPulse+—Administrator’s Guide 65
Chapter 6: Thresholds and Actions Predefined Thresholds
Real-World Example
Consider the following business scenario, which uses thresholds and actions to
aid a CCPulse+ operator in managing a queue named ClientQueue.
Management has decided that 5 calls or fewer waiting in ClientQueue is the
desired situation; 10 or more calls waiting represents an alarming condition;
and anywhere in between is acceptable.
Three custom thresholds, UnderCapacity, AtCapacity, and OverCapacity,
have been applied to the CallsWaiting statistic, which is a statistic that is
monitored for ClientQueue. The custom thresholds are defined as follows:
UnderCapacity
if Threshold.StatValue < 5 then
Threshold.Result = true
end if
AtCapacity
if Threshold.StatValue >= 5 and Threshold.StatValue < 10 then
Threshold.Result = true
end if
OverCapacity
if Threshold.StatValue >= 10 then
Threshold.Result = true
end if
A color action is assigned to each threshold to change the background color of
a table cell holding the CallsWaiting statistic when CCPulse+ evaluates the
threshold to be True. The UnderCapacity threshold triggers the SetGreen action.
AtCapacity triggers the SetYellow action, and OverCapacity triggers the SetRed
action.
Now CCPulse+ users have a visual cue to quickly assess ClientQueue
performance.
66 Reporting 7.5
Chapter 6: Thresholds and Actions Predefined Thresholds
Note: Some of these scripts include numbers by default. These numbers are
intended simply to indicate where to insert a value in the script. You
must replace these numbers with ones suited to your environment.
AgentLoggedIn
This threshold script returns a True value when the agent is logged in—that is,
when CCPulse+ receives the Logged In status from Stat Server.
if Threshold.StatValue = StatAction.SDNALoggedIn then
Threshold.Result = true
end if
Used with the Agent object.
Note: Stat Server reports to its clients the highest ranking status of an object.
After an agent logs in, his/her status almost immediately changes from
Logged In to Ready or Not Ready, which holds a higher ranking. Hence,
the threshold script above is rarely tripped even though an agent may
be logged in for quite some time. For this reason, Genesys
recommends that you revise your script to reflect the condition when
agents have not logged out:
AgentLoggedOut
The threshold returns a True value when the agent is logged out.
if Threshold.StatValue = StatAction.SDNALoggedOut then
Threshold.Result = true
end if
Used with the Agent object.
Using the Hide action with this threshold removes the logged out agent from
the Table view as well as the Tree view.
CCPulse+—Administrator’s Guide 67
Chapter 6: Thresholds and Actions Predefined Thresholds
CampaignActivated
This threshold script returns a True value when the Campaign object has been
activated.
if Threshold.StatValue = StatAction.SCMPAStatusActivated then
Threshold.Result = true
end if
Used with the Campaign object.
CampaignDeactivated
This threshold script returns a True value when the Campaign object has been
deactivated.
if Threshold.StatValue = StatAction.SCMPAStatusDeactivated then
Threshold.Result = true
end if
Used with the Campaign object.
ExactValue
This threshold script returns a True value if the value of the statistic to which
the threshold is applied equals the value you set. By default, the value is set
to 3.
if Threshold.StatValue = 3 then
Threshold.Result = true
else
Threshold.Result = false
end if
ExactValueWDuration
This threshold script returns a True value if the value of the statistic to which
the threshold is applied equals the value you set. By default, this value is set to
3. If True, CCPulse+ executes the associated action a specified number of
seconds later. By default, ActionDelay is set to 10.
if Threshold.StatValue = 3 then
Threshold.ActionDelay = 10
Threshold.Result = true
else
Threshold.Result = false
end if
68 Reporting 7.5
Chapter 6: Thresholds and Actions Predefined Thresholds
GreaterThanLimit
This threshold script returns a True value if the value of the statistic to which
the threshold is applied is greater than the value you set. By default, this value
is set to 10.
if ( Threshold.StatValue > 10) then
Threshold.Result = True
else
Threshold.Result = False
end if
GreaterThanLimitWDuration
This threshold script returns a True value if the value of the statistic to which
the threshold is applied is greater than the value you set. By default, this value
is set to 10. If True, CCPulse+ executes the associated action a specified
number of seconds later. By default, ActionDelay is set to 10.
if Threshold.StatValue > 10 then
Threshold.ActionDelay = 10
Threshold.Result = True
else
Threshold.Result = False
end if
LessThanSpecifiedLimit
This threshold script returns a True value if the value of the statistic to which
the threshold is applied is less than the value you set. By default, this value is
set to 777.
if (Threshold.StatValue < 777) then
Threshold.Result = True
else
Threshold.Result = False
end if
Used with the Calling List object.
LessThanLimit
This threshold script returns a True value if the value of the statistic to which
the threshold is applied is less than the value you set. By default, this value is
set to 10.
if ( Threshold.StatValue < 10 ) then
Threshold.Result = True
else
Threshold.Result = False
end if
CCPulse+—Administrator’s Guide 69
Chapter 6: Thresholds and Actions Predefined Thresholds
LessThanLimitWDuration
This threshold script returns a True value if the value of the statistic to which
the threshold is applied is less than the value you set. By default, this value is
set to 10. If True, CCPulse+ executes the associated action a specified number
of seconds later. By default, ActionDelay is set to 10.
if Threshold.StatValue < 10 then
Threshold.ActionDelay = 10
Threshold.Result = True
else
Threshold.Result = False
end if
NotEqual
This threshold script returns a True value if the value of the statistic to which
the threshold is applied equals any nonnull value other than the value you set.
By default, this value is set to 3.
if Threshold.StatValue <> 3 then
Threshold.Result = true
else
Threshold.Result = false
end if
NotEqualWDuration
This threshold script returns a True value if the value of the statistic to which
the threshold is applied equals any nonnull value other than the value you set.
By default, this value is set to 3. If True, CCPulse+ executes the associated
action a specified number of seconds later. By default, ActionDelay is set
to 10.
if Threshold.StatValue <> 3 then
Threshold.ActionDelay = 10
Threshold.Result = true
else
Threshold.Result = false
end if
OutOfRange
This threshold script returns a True value if the value of the statistic to which
the threshold is applied lies outside the range of values between the values you
set. By default, these values are set to 5 and 10.
if Threshold.StatValue < 5 Or Threshold.StatValue > 10 then
Threshold.Result = true
else
70 Reporting 7.5
Chapter 6: Thresholds and Actions Predefined Thresholds
Threshold.Result = false
end if
OutOfRangeWDuration
This threshold script returns a True value if the value of the statistic to which
the threshold is applied lies outside the range of values between the values you
set. By default, these values are set to 5 and 10. If True, CCPulse+ executes
the associated action a specified number of seconds later. By default,
ActionDelay is set to 10.
if Threshold.StatValue < 5 Or Threshold.StatValue > 10 then
Threshold.ActionDelay = 10
Threshold.Result = true
else
Threshold.Result = false
end if
WithinRange
This threshold script returns a True value if the value of the statistic to which
the threshold is applied lies exclusively between the values you set. By default,
these values are set to 5 and 10.
if Threshold.StatValue > 5 and Threshold.StatValue < 10 then
Threshold.Result = true
else
Threshold.Result = false
end if
WithinRangeOfValues
This threshold script returns a True value if the value of the statistic to which
the threshold is applied lies exclusively between the values you set. By default,
these values are set to 50 and 1000.
if Threshold.StatValue > 50 and Threshold.StatValue < 1000 then
Threshold.Result = true
else
Threshold.Result = false
end if
WithinRangeWDuration
This threshold script returns a True value if the value of the statistic to which
the threshold is applied lies exclusively between the values you set. By default,
these values are set to 5 and 10. If True, CCPulse+ executes the associated
action a specified number of seconds later. By default, ActionDelay is set
to 10.
CCPulse+—Administrator’s Guide 71
Chapter 6: Thresholds and Actions Predefined Actions
Predefined Actions
This section describes the action scripts provided with each Genesys solution.
Actions enable CCPulse+ to alert you when a particular condition has been met
with respect to a statistic’s value.
This section provides the information you need to customize the action scripts
to meet your contact center requirements. The scripts are identical for each
Genesys solution and are stored in a file named actions.stg.
Actions have little meaning outside the context of their associated thresholds.
Therefore, review “Predefined Thresholds” on page 65 and see the “Threshold/
Action Association” topic in Reporting 7.5 CCPulse+ Help.
Hide
This action hides the object to which the action’s associated threshold has been
assigned on the Call Center Objects pane, in the Tree view, and in the Grid
view (the row containing the specified statistic). CCPulse+ hides the object
72 Reporting 7.5
Chapter 6: Thresholds and Actions Predefined Actions
when the conditions set for the associated threshold are True. The object
remains hidden unless you configure a second threshold/action combination
for the targeted statistic using an alternative threshold condition and the Show
action.
CCPulseNotifier.Hide
Show
This action displays or makes reappear the targeted object in the Call Center
Objects pane, in the Tree view, and in the Graph view (the row containing the
specified statistic). The object remains visible unless you configure a second
threshold/action combination for the targeted statistic using an alternative
threshold condition and the Hide action.
CCPulseNotifier.Show
ResetColor
This action sets the background color of the table cell containing the targeted
statistic to its default color. The default color is either the color set in the
Registry settings (see “GraphBkColor” on page 34) or the color specified in a
previous SetColor action, if any.
CCPulseNotifier.ResetColor
SetColor
This action sets the background color of the table cell containing the targeted
statistic to whatever color you choose, for example, dark red.
CCPulseNotifier.SetColor( Color.DarkRed )
You can modify this action script to use any of the CCPulse+ predefined colors
or you can specify a custom color in RGB format; for example:
CCPulseNotifier.SetColor( RGB( 7, 77, 177 ) )
The available predefined colors are:
• Blue • DarkGray • DarkCyan
• Green • DarkRed, • DarkBlue
• Red • Yellow • Magenta
• White • DarkYellow • DarkMagenta
• Black • DarkGreen
• Gray • Cyan
WAVAudioAlert
You can implement COM objects using Visual Basic or C++.
The sample provided uses a COM component defined in the GsSampleTE
Objects.DLL file. The source code for this file is included in the CCPulse+
installation package. For this script to work, you must compile it using Visual
Basic.
CCPulse+—Administrator’s Guide 73
Chapter 6: Thresholds and Actions Predefined Actions
Note: This sample is provided “as is” for your reference. Although every
effort has been taken to ensure that this sample functions correctly,
Genesys does not offer product support for it.
Specify the full path to a .WAV file in order to play it—for example:
SoundObject.PlaySoundFile (“c:\winnt\media\tada.wav”)
PCSpeakerAudioAlert
This action uses a COM component defined in the GsSampleTEObjects.DLL file.
The source code for this file is included in the CCPulse+ installation package.
For this script to work, you must compile it using Visual Basic.
To create the Genesys Sound object:
Set SoundObject =
CreateObject("GsSampleTEObjects.GsActionSoundObject")
SoundObject.Beep
ExecuteProcess
The sample provided uses a COM component defined in the GsSampleTE
Objects.DLL file. The source code for this file is included in the CCPulse+
installation package. For this script to work, you must compile it using Visual
Basic.
Note: This sample is provided “as is” for your reference. Although every
effort has been taken to ensure that this sample functions correctly,
Genesys does not offer product support for it.
To create the Genesys File System object (FSObject), use this command:
Set FSObject =
CreateObject("GsSampleTEObjects.GsActionFSObject")
Specify the full path to an executable file in order to run it. For example, to
open Internet Explorer using Windows NT, enter:
FSObject.Execute("C:\Program Files\Plus!\Microsoft
Internet\iexplore.exe")
74 Reporting 7.5
Chapter 6: Thresholds and Actions Predefined Actions
SendE-MailWithCDO
Preinstall Microsoft Outlook 98 or Microsoft Exchange Server version 5.5 to
execute this script.
Body of the e-mail message:
Dim msgBody
Dim thresholdInfo
msgBody="A mail from the CCPulse+ threshold engine!"+vbNewLine
thresholdInfo="StatValue:"+CStr(Threshold.StatValue)+vbNewLine+
"StatAlias:"+CStr(Threshold.StatAlias)+vbNewLine+
"CFGTenantDbid:"+CStr(Threshold.CFGTenantDbid)+vbNewLine+
"CFGDbid:"+CStr(Threshold.CFGDbid) + vbNewLine +
"CFGObjectID:"+CStr(Threshold.CFGObjectID)+vbNewLine+
"CFGType:"+CStr(Threshold.CFGType)+vbNewLine
Call this function using profile, recipient, message, and subject, as shown
below:
SendMail "","",msgBody+thresholdInfo,"Alarm notification from
CCPulse+"
Sub SendMail(profile,recipient,message,subject)
Dim objSession, objAddrEntry, oInbox, colMessages, oMessage,
colRecipients, oRecipient
oMessage.Subject = subject
oMessage.Text = msg
oMessage.Send
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Chapter 6: Thresholds and Actions Predefined Actions
objSession.Logoff
Set objSession = nothing
End Sub
ActivateWebBrowser
This action opens Microsoft Internet Explorer and navigates to the specified
URL. Use the following script format:
Dim Browser
76 Reporting 7.5
Chapter
7 Measuring CCPulse+/Stat
Server Traffic
If your environment places CCPulse+ and Stat Server on different local area
networks (LANs), you might be interested in determining the impact of
CCPulse+/Stat Server traffic on your wide area network (WAN). This chapter
shows how you can approximate CCPulse+/Stat Server traffic flow and
includes the following sections:
Determining Factors, page 77
The Number of Requests, page 77
The Number of Responses, page 78
The Size of One Request/Response, page 78
Determining Factors
Traffic between CCPulse+ and Stat Server is dependent on many factors,
including:
• The speed of both computers.
• The number of requests and responses in the data stream.
• Network speed—for example, a network operating at 100 Mbits/second
might yield poor performance.
The data stream is dependent on how fast your network operates. Obviously, a
fast network prevents many traffic problems.
CCPulse+—Administrator’s Guide 77
Chapter 7: Measuring CCPulse+/Stat Server Traffic The Number of Responses
78 Reporting 7.5
Chapter
8 Troubleshooting
This chapter presents some scenarios that you might have to troubleshoot
while using CCPulse+ and suggests possible solutions for each.
If you are experiencing difficulties with your CCPulse+ application, browse
the following list for the resolutions to some commonly encountered issues.
If you continue to have problems after reviewing this chapter and verifying
that your hardware is functioning properly and that your CCPulse+
configuration settings are correct, contact Genesys Technical Support.
These issues are covered in this chapter:
Agents Having Trouble Logging In, page 79
Wizards Are Disabled, page 80
Import/Export Utility Is Disabled, page 80
No DB Server Connection Error Message, page 81
Agents Missing from Call Center Objects Pane, page 81
General SQL Server Error Message, page 82
Agents Cannot Monitor Agent Activity, page 82
Sudden Stat Server Disconnection, page 82
Stat Server Missing from New Workspace, page 83
No Historical Associations Error Messages, page 83
Cannot Recover Workspace, page 83
Can’t View Multi-Tenant Data, page 84
CCPulse+—Administrator’s Guide 79
Chapter 8: Troubleshooting Wizards Are Disabled
80 Reporting 7.5
Chapter 8: Troubleshooting No DB Server Connection Error Message
CCPulse+—Administrator’s Guide 81
Chapter 8: Troubleshooting General SQL Server Error Message
82 Reporting 7.5
Chapter 8: Troubleshooting Stat Server Missing from New Workspace
If you are trying to create a historical view, and you receive the error message
in Figure 20, confirm that you have correctly configured your Data Mart
database access point in the CCPulse+ Application object.
CCPulse+—Administrator’s Guide 83
Chapter 8: Troubleshooting Can’t View Multi-Tenant Data
during the save operation or given file system problems. For this reason,
Genesys recommends that you periodically back up your storage (*.stg) files.
84 Reporting 7.5
Supplements
Related Documentation
Resources
The following resources provide additional information that is relevant to this
software. Consult these additional resources as necessary.
Reporting
• Reporting 7.5 CCPulse+ Help, which describes how to navigate the
CCPulse+ interface, operate the wizards, create templates and views, and
associate actions to specific thresholds that you might set.
• The Reporting 7.6 Deployment Guide, which will help you configure,
install, start, stop, and uninstall your Reporting environment. This guide
also provides instructions for setting up CCPulse+ administrators and
users.
• The Framework Stat Server User’s Guide, which will help you understand
statistics configuration.
• The Reporting 7.6 Reference Manual, which provides general information
about performance measurements, how Reporting behaves during time
shifts, and how to set up custom reports for skills-based and partial-period
reporting.
• The Reporting 7.6 Master Index, which will help you find where other
related topics are documented.
Genesys
• Genesys Technical Publications Glossary, which ships on the Genesys
Documentation Library DVD and which provides a comprehensive list of
the Genesys and computer-telephony integration (CTI) terminology and
acronyms used in this document.
• Genesys Migration Guide, which ships on the Genesys Documentation
Library DVD, and which provides documented migration strategies for
Genesys product releases. Contact Genesys Technical Support for more
information.
CCPulse+—Administrator’s Guide 85
Related Documentation Resources
• Release Notes and Product Advisories for this product, which are available
on the Genesys Technical Support website at http://genesyslab.com/
support.
Information about supported hardware and third-party software is available on
the Genesys Technical Support website in the following documents:
• Genesys Supported Operating Environment Reference Manual
• Genesys Supported Media Interfaces Reference Manual
Consult these additional resources as necessary:
• Genesys Interoperability Guide, which provides information on the
compatibility of Genesys products with various Configuration Layer
Environments; Interoperability of Reporting Templates and Solutions; and
Gplus Adapters Interoperability.
• Genesys Database Sizing Estimator Worksheets, which provides a range of
expected database sizes for various Genesys products.
For additional system-wide planning tools and information, see the release-
specific listings of System Level Documents on the Genesys Technical Support
website, accessible from the system level documents by release tab in the
Knowledge Base Browse Documents Section.
Genesys product documentation is available on the:
• Genesys Technical Support website at http://genesyslab.com/support.
• Genesys Documentation Library DVD, which you can order by e-mail
from Genesys Order Management at [email protected].
86 Reporting 7.5
Document Conventions
Document Conventions
This document uses certain stylistic and typographical conventions—
introduced here—that serve as shorthands for particular kinds of information.
You will need this number when you are talking with Genesys Technical
Support about this product.
Type Styles
Table 17 describes and illustrates the type conventions that are used in this
document.
CCPulse+—Administrator’s Guide 87
Document Conventions
Monospace All programming identifiers and GUI elements. Select the Show variables on screen
font This convention includes: check box.
(Looks like • The names of directories, files, folders, In the Operand text box, enter your
teletype or configuration objects, paths, scripts, dialog formula.
typewriter boxes, options, fields, text and list boxes, Click OK to exit the Properties dialog
text) operational modes, all buttons (including
box.
radio buttons), check boxes, commands,
tabs, CTI events, and error messages. T-Server distributes the error messages in
EventError events.
• The values of options.
If you select true for the inbound-bsns-
• Logical arguments and command syntax.
calls option, all established inbound
• Code samples. calls on a local agent are considered
Also used for any text that users must manually business calls.
enter during a configuration or installation Enter exit on the command line.
procedure, or on a command line.
Angle A placeholder for a value that the user must smcp_server -host <confighost>
brackets specify. This might be a DN or a port number
(< >) specific to your enterprise.
Note: In some cases, angle brackets are
required characters in code syntax (for
example, in XML schemas). In these cases,
italic text is used for placeholder values.
88 Reporting 7.5
Index
Symbols ActivateWebBrowser action . . . . . . . . . . 76
agent group capacity
[] (square brackets). . . . . . . . . . . . . . 88 calculation. . . . . . . . . . . . . . . . . . 25
< > (angle brackets) . . . . . . . . . . . . . 88 performance . . . . . . . . . . . . . . . . 25
agent login
troubleshooting problems . . . . . . . . . . 79
A AgentGroupID property . . . . . . . . . . . . 51
AgentID property. . . . . . . . . . . . . . . . 50
Action object properties
AgentLoggedIn threshold . . . . . . . . . . . 67
Action . . . . . . . . . . . . . . . . . . . . 53
AgentLoggedOut threshold . . . . . . . . . . 67
StartTime . . . . . . . . . . . . . . . . . . 53
angle brackets . . . . . . . . . . . . . . . . . 88
type . . . . . . . . . . . . . . . . . . . . . 53
audience . . . . . . . . . . . . . . . . . . . . 7
Action property . . . . . . . . . . . . . . . . 53
ActionDelay object
in threshold scripts . . . . . . . . . . . . . 60
actions
B
ActivateWebBrowser . . . . . . . . . . . . 76 basic statistics
CCPulseNotifier in . . . . . . . . . . . . . . 62 icon . . . . . . . . . . . . . . . . . . . . . 47
CFGDbid object . . . . . . . . . . . . . . . 61 in formulas . . . . . . . . . . . . . . . . . 48
CFGObjectID object . . . . . . . . . . . . . 61 brackets
CFGTenantDbid object . . . . . . . . . . . 61 angle . . . . . . . . . . . . . . . . . . . . 88
CFGType object . . . . . . . . . . . . . . . 62 square. . . . . . . . . . . . . . . . . . . . 88
color enumeration objects . . . . . . . . . . 63
configuration objects . . . . . . . . . . . . 61
example . . . . . . . . . . . . . . . . . . . 72 C
ExecuteProcess . . . . . . . . . . . . . . . 74
explanation of predefined actions . . . . . . 72 CampaignActivated threshold . . . . . . . . . 68
Hide . . . . . . . . . . . . . . . . . . . . . 72 CampaignDeactivated threshold. . . . . . . . 68
Hide object . . . . . . . . . . . . . . . . . 62 Capacities property . . . . . . . . . . . . 50, 51
PCSpeakerAudioAlert . . . . . . . . . . . . 74 CurrentInteractions . . . . . . . . . . . . . 51
ResetColor . . . . . . . . . . . . . . . . . 73 MaxInteractions . . . . . . . . . . . . . . . 51
ResetColor object . . . . . . . . . . . . . . 62 MediaType . . . . . . . . . . . . . . . . . 51
SendE-MailWithCDO . . . . . . . . . . . . 75 RoutableInteractions . . . . . . . . . . . . 51
SetColor . . . . . . . . . . . . . . . . . . . 73 capacity format
SetColor object . . . . . . . . . . . . . . . 62 display . . . . . . . . . . . . . . . . . . . 56
Show . . . . . . . . . . . . . . . . . . . . 73 predefined. . . . . . . . . . . . . . . . . . 56
Show object . . . . . . . . . . . . . . . . . 62 user-defined. . . . . . . . . . . . . . . . . 56
using with thresholds . . . . . . . . . . . . 72 CCPulse+
WAVAudioAlert . . . . . . . . . . . . . . . 73 installing silently. . . . . . . . . . . . . . . 11
Actions property . . . . . . . . . . . . . . . 53 server connections . . . . . . . . . . . . . 41
ActionsStorageFullPath using composite metrics . . . . . . . . . . 38
configuration option . . . . . . . . . . . . . 18 CCPulse+ status bar . . . . . . . . . . . . 42, 43
CCPulse+—Administrator’s Guide 89
Index
90 Reporting 7.5
Index
DN aliases G
in CCPulse+ displays . . . . . . . . . . . . 20
DN numbers GraphAxisFontSize
in CCPulse+ displays . . . . . . . . . . . . 20 customizing in Registry . . . . . . . . . . . 34
DN object properties . . . . . . . . . . . . . 53 GraphBkColor
Actions. . . . . . . . . . . . . . . . . . . . 53 customizing in Registry . . . . . . . . . . . 34
DN . . . . . . . . . . . . . . . . . . . . . . 53 GraphTileFontSize
DNType . . . . . . . . . . . . . . . . . . . 53 customizing in Registry . . . . . . . . . . . 34
StartTime . . . . . . . . . . . . . . . . . . 53 GreaterThanLimit threshold . . . . . . . . . . 69
Status . . . . . . . . . . . . . . . . . . . . 53 GreaterThanLimitWDuration threshold . . . . 69
SwitchID . . . . . . . . . . . . . . . . . . . 53 GridFontSize
type . . . . . . . . . . . . . . . . . . . . . 53 customizing in Registry . . . . . . . . . . . 33
DN property . . . . . . . . . . . . . . . . . 53
DNLoggedOut
configuration option . . . . . . . . . . . . . 23 H
DNLoggedOut icon . . . . . . . . . . . . . . 23
Hide action . . . . . . . . . . . . . . . . . . . 72
DNs property . . . . . . . . . . . . . . . . . 50
Hide object
DNType property . . . . . . . . . . . . . . . 53
in action scripts . . . . . . . . . . . . . . . 62
document
historical associations
conventions . . . . . . . . . . . . . . . . . 87
for custom statistics . . . . . . . . . . . . . 39
version number . . . . . . . . . . . . . . . 87
troubleshooting problems with . . . . . . . 83
historical reporting considerations
E associations for statistics . . . . . . . . . . 39
column names . . . . . . . . . . . . . . . 38
EnableAgentCapacity composite metrics. . . . . . . . . . . . . . 38
configuration option . . . . . . . . . . . . . 25 Data Mart . . . . . . . . . . . . . . . . . . 37
EnableAgentCapacityStatus Info Mart . . . . . . . . . . . . . . . . . . 40
configuration option . . . . . . . . . . . . . 25 using the last_N_intervals parameter . . . . 39
EnableAgentGroupCapacity HistoricalUpdateFrequency
configuration option . . . . . . . . . . . . . 25 customizing in Registry . . . . . . . . . . . 35
EnableDNAliases
configuration option . . . . . . . . . . . . . 20
error messages I
General SQL Server error . . . . . . . . . . 82
IconStyle section . . . . . . . . . . . . . . . . 23
No connection to specified DB server... . . . 81
customizing DNLoggedOut icon . . . . . . 23
No data available for review... . . . . . . . . 83
IgnoreNewObjectNotifications
No historical associations... . . . . . . . . . 83
configuration option . . . . . . . . . . . . . 25
ExactValue threshold . . . . . . . . . . . . . 68
Import/Export Utility
ExactValueWDuration threshold . . . . . . . 68
troubleshooting problems . . . . . . . . . . 80
examples
Info Mart connections . . . . . . . . . . . . . 40
response file . . . . . . . . . . . . . . . . . 12
installing
silent install log file . . . . . . . . . . . . . 15
CCPulse+ silently . . . . . . . . . . . . . . 11
ExecuteProcess action . . . . . . . . . . . . 74
InstallShield Silent . . . . . . . . . . . . . . . 11
ExtendedCurrentStatus
IntervalForCurrentUpdate
configuration option . . . . . . . . . . . . . 28
customizing in Registry . . . . . . . . . . . 35
italics . . . . . . . . . . . . . . . . . . . . . . 87
F
font styles J
italic . . . . . . . . . . . . . . . . . . . . . 87
JScript language . . . . . . . . . . . . . . . . 47
monospace . . . . . . . . . . . . . . . . . 88
for referencing basic statistics . . . . . . . . 48
FormatAgentInfo L
customizing in Registry . . . . . . . . . . . 34
last_N_intervals
CCPulse+—Administrator’s Guide 91
Index
92 Reporting 7.5
Index
CCPulse+—Administrator’s Guide 93
Index
WorkspaceAutoLoad
configuration option . . . . . . . . . . . . . 27
WorkspacesStorageFullPath
configuration option . . . . . . . . . . . . . 19
94 Reporting 7.5