Vertical Communications TeleVantage 7.5 When statistics are reset, When statistics are refreshed

When statistics are reset

Statistics are reset to zero at the following times:

Statistic type	When reset
Statistics by day	At midnight, or when the Server is restarted.
Statistics by period	On 15, 30, or 60 minute intervals, depending
	on your configuration for Statistics period
	interval. The intervals are counted from
	midnight, so a 15-minute interval would reset
	at 12:15, 12:30, 12:45, etc.
	All queues that share the same statistics
	period interval reset at the same clock time.
	Note: Period statistics are always reset
	counting from midnight, not from the time of a
	Server restart. This could result in a short
	period. For example, if the Server was started
	at 9:50, the period would still end at 10:00,
	resulting in a 10-minute period.
Statistics by shift	At the end of the shift, as you defined it (see
	the TeleVantage Call Center Administrator’s
	Guide).

Note: When a call overlaps a reset time, some statistics for it will appear in the first grouping, some in the second, depending on when the statistic is counted. For example, Calls Answered is counted as soon as the call is answered, while Calls Completed is counted when the call ends. Therefore, if a call lasts from 11:58 PM to 12:20 AM, it would be counted as a Call Answered in Day 1, and a Call Completed in Day 2.

When statistics are refreshed

By default the Queue Monitor folder refreshes with new statistics as soon as they become available, providing a real-time picture of queue activity. You can enter a slower refresh rate to improve the responsiveness of agents’ ViewPoint applications. You should change this setting if you find that agents’ ViewPoint applications are responding too slowly.

To change the Queue Monitor refresh rate

1.In the TeleVantage Administrator, choose Tools > System Settings. The System Settings dialog box opens.

2.Choose the Queue tab.

3.Enter the refresh rate you want (in milliseconds) in Queue statistics refresh interval.

4.Click OK.

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