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Data Available from the ICWS is loosely based on the Statistics Catalog provided by the Genesys, for the latest revision of the Statistics Catalog. See this link: Statistics Catalog. eMite categorises the available statistics based on the modules it uses
| Module Name | Module Description |
|---|---|
| Interactions | Subscribes to the interaction data looks at key information such as AcdSkillSet, CallState, ConnectionTime, WorkGroup Assigned, Agent Assigned, Acd Wait Reason, Termination Time (to clear the message) |
| QueueStatMetrics | Subscribes to the Queue Stat Metrics available within the Statistics Catalog. |
| UserStatMetrics | Subscribes to the User Stat Metrics within the Statistics Catalog |
| UserStatus | Subscribes to the User Statuses, looks at key information such as Agent Name, Agent Status |
| WorkGroupStatMetrics | Subscribes to the WorkGroup Stat metrics available within the Statistics catalog. |
PureConnect Adapter Behaviour
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The PureConnect CIC Database integration
Data Available:
| Fact Queries | Description |
|---|---|
| AgentActivityLog | Provides data around the agent states; usually stored within the Agent Activity tables within the CIC Database |
| AgentHistorySummary | Based on the Interval Queue data using the Agent Summary Views |
| AgentHistoryDetail | Based on the Interval Queue data using the Agent Detail Views |
| QueueHistorySummary | Based on the Interval Queue data using the WorkGroup Summary Views |
| QueueHistoryDetail | Based on the Interval Queue data using the WorkGroup Detail Views; "CHKey4" being the key shown (in some contact centres this is used as a Skill field) |
| InteractionDetailSegments | Based on the Interaction Detail Data, key components of interaction data is broken down into 'Segments' to provide detailed analysis on transitions of segments within an interaction. |
| InteractionDetailSummary | Based on the Interaction Detail Data, key aggregated statistics associated to the interaction for faster statistical analysis over standard metrics. |
Notes
Availability - Note that this data's available can be delayed up to 30 minutes; there is a key dependancy on the PureConnect PMQ (Persistent Messaging Queue) on pushing this data into the CIC Database. eMite will poll the latest data that is available at 5 minute intervals; however is still dependant on the availablility within the database.
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The recommended method of scaling the solution once the single tier infrastructure has been maxed out; is to naturally introduce multiple servers. To aid this process; it's easiest to understand how to setup each server and their server specifications based upon the core functions of each eMite component and understand which resource it is dependent upon.
| Component | Resource Bottleneck | Comments |
|---|---|---|
| PureConnect Adapter | CPU | Each module uses a single thread based upon a listening subscription. |
| PureConnect CIC Database Integration | RAM | Each fact query will poll data from the database, stores the data in memory and pushes it into the persistent ES store |
| RTBI Framework + Index Server | CPU | Handles requests from the dashboard and translates requests to Elasticsearch, dependant upon IIS. |
| Elasticsearch | RAM + Disk | Persistant data store; operates better with Linux based servers |
| Dashboard | CPU | Direct interface and handles requests from Users/Wallboards, depependant upon IIS. |
| eMite Scheduler | CPU | Fires/Schedules jobs based on configurations, runs Adapters. Low resource profile, takes from half to 1 CPU thread. |
| eMite Configuration DB | CPU | SQL Server Express capability. Low resource profile, takes up 1 CPU thread. |
Example Configuration 1: Historical Analysis Orientated Configuration based on 2 servers
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