Statistics Broadcast Service (Release 4.6)
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Table Of Contents
Overview of the Model and Architecture
Siebel's Message Broadcast Model
Statistics Broadcast Service Architecture
Software Restrictions and Configuration
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:
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An overview of the model and architecture
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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
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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
Step 2
Step 3
Step 4
Step 5
Step 6
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:
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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:
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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.
The default is FALSE.
Be sure to specify the Siebel username as a parameter in the Login command. For example:
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: 30:00:15Skill 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: 30:00:15Available Statistics
Table 4-3 shows the available Agent statistics.
Table 4-4 shows the available Skill Group statistics.
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