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Statistics Broadcast Service (Release 4.6)

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Statistics Broadcast Service

Table Of Contents

Statistics Broadcast Service

Overview of the Model and Architecture

Siebel's Message Broadcast Model

Statistics Broadcast Service Architecture

Service Work Flow

Service Startup

Service Runtime

Service Operation

Service Configuration

Service Start Up

Statistics Broadcast

End-User Interface

Software Restrictions and Configuration

Restrictions

Defining Positions

Performance

Configuration

Enabling Statistics

Agent Statistics

Skill Group Statistics

Available Statistics


Statistics Broadcast Service


This chapter presents information on how the Cisco CTI Driver for Siebel can used to broadcast statistics into the Message Bar on the Siebel Client. It discusses:

An overview of the model and architecture

The event flow through the system

The steps required to engage the service

The user interface

Restrictions and configuration

Overview of the Model and Architecture

This section provides an overview of Siebel's Message Broadcast Model and the statistics broadcast service architecture that is used by the Cisco CTI Driver for Siebel.

Siebel's Message Broadcast Model

Siebel provides Message Broadcast through Siebel OLE Automation. The message broadcast business component manages the messages designated to an agent, group of agents, or an entire team.

Figure 4-1 Siebel Message Broadcast Model

The maximum message length supported by Siebel is 2000 characters.

For an agent to receive a broadcast message, it has to have a position defined and it has to be marked as active on that position. However, if more than one agent is defined for the same position, the message will be delivered to all of them.

Broadcast messages have duration and can be assigned a single severity level or a combination of severity levels.

Statistics Broadcast Service Architecture

The service architecture relies entirely on the message broadcast business component exported by Siebel Application Server. The service is divided into three logical components: Agent Statistics, Skill Group Statistics, and Broadcast Service.

Figure 4-2 Statistics Broadcast Service Architecture

1. Agent Statistics. This component is responsible for processing updates of agent statistics sent from the CTI Server and produces a formatted text string that is broadcast to an agent.

2. Skill Group Statistics. This component is responsible for processing updates of skill group statistics sent from the CTI Server and produces a formatted text string that is broadcast to a skill group.

3. Broadcast Service. This component is in charge of establishing communication with the Siebel Application Server. It obtains references to the "Message Broadcast" and "Position" business components, and uses them to broadcast the formatted strings generated by the previous two components.

Service Work Flow

This section indicates the interaction among the three service components and the Siebel Application Server business components.

Assuming that the statistics broadcast service is configured properly and the CTI Server is available, the event flow can be described as a two step process.

Service Startup

Upon IST Service startup the statistics broadcast service is initialized for operation. In case a failure occurs, an entry in the log is recorded; however, the CTI Driver for Siebel will not fail to start.

Figure 4-3 Service Startup

Service Runtime

The statistics broadcast will start immediately after the agent successfully logs into the CTI Server. Statistics refresh will be processed according to the refresh rate specified during the configuration of the service. The time that it will take for the statistics to be displayed on Siebel's message bar depends on the polling rate selected by the user via the Siebel Client's "Options" menu command.

Figure 4-4 Service Runtime

Service Operation

This section lists the various steps involved in configuring the statistics broadcast service, the steps involved in making the service available, and the steps involved in broadcasting the statistics.

Service Configuration

Configuring the service will involve the following steps:


Step 1 Open Cisco.INI with an editor (under the [Service] section).

Step 2 Enter the appropriate statistics definition for agent and skill groups.

Step 3 Launch Siebel client, and log in as administrator.

Step 4 Import Cisco.INI into the appropriate Siebel Call Center.

Step 5 Define Employee Positions in Siebel's Database.

Step 6 Make a one-to-one relationship between Positions and Agents.


Service Start Up

The service will start up as part of the driver initialization sequence.

Statistics Broadcast

The service broadcast will be activated every time a new update is received from the CTI Server. The statistics are then sent to the Siebel broadcast business component.

End-User Interface

Siebel Client provides the user interface to the statistics broadcast service via the following views:

Configuration Parameters and Telesets

Position Administration

Message Box

The first two views are used to configure the service, and the last is the output for the formatted statistics.

Software Restrictions and Configuration

This section discusses matters that need close attention while configuring the statistics broadcast service ("restrictions"), as well as details on what statistics are available to you and how to configure the statistics that you want.

Restrictions

There are two cases that need close attention while configuring the statistics broadcast service in a call center:

The position defined for an agent must have a one-to-one relationship with the agent.

The administrator must select an adequate refresh rate, and an appropriate message polling timeout, from Siebel Client.

Defining Positions

To warranty personalized agent statistics are pointcast, it is necessary to define employee positions that are named after the Login ID for which statistics will be distributed.

For example, assume that agents Smart Eddie (SEDDIE) and System User (SUSER) need to receive statistics broadcast, such that two new positions need to be defined for them as shown in the following screen.

Notice that the position name is the same as the Agent ID for both agents.

Make sure that only one agent is assigned to each position. The agent must be the one whose ID was used in naming the position.

Performance

Since statistics updates and Message Broadcasting are based on a timeout, special care is required when selecting the update/refresh and message polling rate to prevent degradation of the application's overall performance.

A bad choice of parameters can cause Siebel Server or Siebel Client to slow down processing or even stop. Moreover, the connections Driver/Siebel Application Server and Driver/GeoDCS can timeout and cause unexpected behavior.

It is recommended that the timeout period for Siebel Message Broadcast be 2 minutes or greater, and for Agent and Skill Group statistics be 5 seconds or greater.

Configuration

Agent and Skill Group statistics broadcast will be configured as part of the service configuration parameters group in the Cisco.INI or the Call Center Configuration Parameters view.

Enabling Statistics

In order to allow statistics to be broadcast, the service must be activated.

[Service]

BroadcastStatistics
="TRUE"

The default is FALSE.

Be sure to specify the Siebel username as a parameter in the Login command. For example:

[Command:Login] 

CmdData
="LogInData" 
DeviceCommand
="LogIn" 
Hidden
="TRUE" 
Order
="2" 
Title
="Log &In" 


[CmdData:LogInData] 

Param.AgentID
="{@AgentId}" 
Param.Password
="{@AgentPin}" 
Param.UserID
="{@UserName}" 
... 


Failure to supply the username as indicated will cause the statistics for an agent to be broadcast to all agents in the call center. This is a restriction imposed by the Siebel Broadcast architecture, rather than by the Cisco CTI Driver.

Note that an arbitrary number of statistics can be included in the configuration, but it is limited to the statistics available for Agent or Skill Group as listed in Table 4-3 and Table 4-4 at the end of this section.

Agent Statistics

To configure Agent statistics, specify the number of statistics on the list, the refresh rate, and then the list of statistics.

Table 4-1 Parameter keywords for Agent statistics configuration

NumAgentStat

Number of Agent statistics to be listed

AgentStatRefRate

Statistics refresh rate in seconds

AgentStatN

The name of an Agent statistic in Table 4-3


Example:

Configuration:

[Service]

NumAgentStat="3"

AgentStatRefRate="5"

AgentStat1="AvgTalkTimeToday"

AgentStat2="CallsHandledToday"

AgentStat3="AvailTimeToday"

Output on Message Bar:

Agent(23840) AvgTalkTimeToday: 02:00:00 CallsHandledToday: 012 AvailTimeToday: 30:00:15

Skill Group Statistics

To configure Skill Group statistics, specify the number of statistics on the list, the refresh rate, and then the list of statistics.

Table 4-2 Parameter keywords for Skill Group statistics configuration

NumSkillGrpStat

Number of Skill Group statistics to be listed

SkillGrpStatRefRate

Statistics refresh rate in seconds

SkillGrpStatN

The name of a Skill Group statistic in Table 4-4


Example:

Configuration:

[Service]

NumSkillGrpStat="3"

SkillGrpRefRate="10"

SkillGrpStat2="CallsQTimeNow"

SkillGrpStat1="CallsQNow"

SkillGrpStat3="AgentOutCallsHeldTimeToHalf"

Output on Message Bar:

Skill Group(Tech Support)CallsQTimeNow:02:00:00 CallsQNow:012 AgentOutCallsHeldTimeToHalf: 
     30:00:15

Available Statistics

Table 4-3 shows the available Agent statistics.

Table 4-3 Available Agent Statistics 

AgentOutCallsHeldSession

AgentOutCallsHeldTimeSession

AgentOutCallsHeldTimeToday

AgentOutCallsHeldToday

AgentOutCallsSession

AgentOutCallsTalkTimeSession

AgentOutCallsTalkTimeToday

AgentOutCallsTimeSession

AgentOutCallsTimeToday

AgentOutCallsToday

AvailTimeSession

AvailTimeToday

AvgHandleTimeToday

AvgHoldTimeToday

AvgIdleTimeToday

AvgTalkTimeToday

CallsHandledToday

HandledCallsAfterCallTimeSession

HandledCallsAfterCallTimeToday

HandledCallsSession

HandledCallsTalkTimeSession

HandledCallsTalkTimeToday

HandledCallsTimeSession

HandledCallsTimeToday

HandledCallsToday

IncomingCallsHeldSession

IncomingCallsHeldTimeSession

IncomingCallsHeldTimeToday

IncomingCallsHeldToday

InternalCallsHeldSession

InternalCallsHeldTimeSession

InternalCallsHeldTimeToday

InternalCallsHeldToday

InternalCallsRcvdSession

InternalCallsRcvdTimeSession

InternalCallsRcvdTimeToday

InternalCallsRcvdToday

InternalCallsSession

InternalCallsTimeSession

InternalCallsTimeToday

InternalCallsToday

LoggedOnTimeSession

LoggedOnTimeToday

NotReadyTimeSession

NotReadyTimeToday

PercentUtilizationToday

TimeHoldingToday

TimeLoggedInToday

TimeNotReadyToday

TimeReadyToday

TimeTalkingToday

UserDefinedStats


Table 4-4 shows the available Skill Group statistics.

Table 4-4 Available Skill Group Statistics 

AgentOutCallsHeldTimeToday

AgentOutCallsHeldTimeToHalf

AgentOutCallsHeldToday

AgentOutCallsHeldToHalf

AgentOutCallsTalkTimeToday

AgentOutCallsTalkTimeToHalf

AgentOutCallsTimeToday

AgentOutCallsTimeToHalf

AgentOutCallsToday

AgentOutCallsToHalf

AvailTimeToday

AvailTimeToHalf

AvgAgentOutCallsHeldTimeToday

AvgAgentOutCallsHeldTimeToHalf

AvgAgentOutCallsTalkTimeToday

AvgAgentOutCallsTalkTimeToHalf

AvgAgentOutCallsTimeToday

AvgAgentOutCallsTimeToHalf

AvgCallsQTimeHalf

AvgCallsQTimeNow

AvgCallsQTimeToday

AvgHandledCallsAfterCallTimeToday

AvgHandledCallsAfterCallTimeToHalf

AvgHandledCallsTalkTimeToday

AvgHandledCallsTalkTimeToHalf

AvgHandledCallsTimeToday

AvgHandledCallsTimeToHalf

AvgIncomingCallsHeldTimeToday

AvgIncomingCallsHeldTimeToHalf

AvgInternalCallsHeldTimeToday

AvgInternalCallsHeldTimeToHalf

AvgInternalCallsRcvdTimeToday

AvgInternalCallsRcvdTimeToHalf

CallsQHalf

CallsQNow

CallsQTimeHalf

CallsQTimeNow

CallsQTimeToday

CallsQToday

HandledCallsAfterCallTimeToday

HandledCallsAfterCallTimeToHalf

HandledCallsTalkTimeToday

HandledCallsTalkTimeToHalf

HandledCallsTimeToday

HandledCallsTimeToHalf

HandledCallsToday

HandledCallsToHalf

IncomingCallsHeldTimeToday

IncomingCallsHeldTimeToHalf

IncomingCallsHeldToday

IncomingCallsHeldToHalf

InternalCallsHeldTimeToday

InternalCallsHeldTimeToHalf

InternalCallsHeldToday

InternalCallsHeldToHalf

InternalCallsRcvdTimeToday

InternalCallsRcvdTimeToHalf

InternalCallsRcvdToday

InternalCallsRcvdToHalf

LoggedOnTimeToday

LoggedOnTimeToHalf

LongestCallQHalf

LongestCallQNow

LongestCallQToday

NotReadyTimeToday

NotReadyTimeToHalf

UserDefinedStats