Avaya NN44400-710 manual Configuring real-time statistics collection, Agent Statistics Optional

Statistics configuration

Configuring real-time statistics collection

To use the Real-Time Reporting feature of Contact Center Manager Administration, you must first configure Contact Center Manager Server to collect the types of statistics to see in the Real-Time Reporting displays. You can configure the following seven types of predefined real-time statistics:

•skillset statistics (mandatory)

•nodal statistics (mandatory)

•application statistics

•IVR statistics (Avaya Communication Server 1000)

•route statistics (Avaya Communication Server 1000 PABX only)

•agent statistics

•network statistics (Avaya Communication Server 1000 PABX only)

For each of these real-time statistics, you must indicate the viewing mode (moving window or interval-to-date). The interval-to-date settings that you choose start immediately and apply to all real-time displays at all sites on your network that use the interval-to-date mode.

Procedure steps

Step Action

1Log on to the Configuration component.

2In the left pane, select the server on which to configure the real-time statistics.

3In the right pane, select the viewing mode for the following statistics:

•Skillset Statistics: You must select a viewing mode value for this statistic. The system automatically collects this required statistic for Intrinsics in writing scripts.

•Nodal: You must select a viewing mode value for this statistic. The system automatically collects this required statistic for Intrinsics in writing scripts.

•Application Statistics: Optional.

•IVR Statistics: Optional.

•Route Statistics: Optional. Available on an Avaya Communication Server 1000 PABX only.

•Agent Statistics: Optional.

•Network Statistics: Optional. Available on an Avaya Communication Server 1000 PABX only.

4In the Data Collection Interval boxes, type the interval duration to use in the interval-to-date data collection mode.

5In the One of the intervals starts at box, type the start time for statistics collection in the interval-to-date data collection mode.

122 NN44400-710 Contact Center Performance Management 12 November 2010