Olena/RTMELP
Copyright
All Genesys software is © Copyright 2014-2022 Genesys Cloud Services, Inc. All rights reserved.
Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.
Trademarks
Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.
All other trademarks are the property of their respective owners.
Third Party Software
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions.
- This product includes software developed by the Boost Project (www.boost.org).
- NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.
Genesys Customer Care links:
Licensing:
- Genesys Licensing Guide
- Licensing section of the Genesys Migration Guide
Information on supported hardware and third-party software is here:
Stat Server 8.5 Product Alerts
- Install and run a matching Stat Server executable file on a 32- or a 64-bit version of an operating system, if applicable. In particular, use:
- statserv_32 on a 32-bit operating system.
- statserv_64 on a 64-bit operating system.
- Stat Server supports Java Development Kit (JDK) version 1.7.
New in Release 8.5.0
- Support for multiple Interaction Servers that handle the same tenant (and agents).
- Support the EventHint panic signal in the event of a message burst.
- Server-side events filtering support for Interaction Server.
- Support for Interaction Server Proxy.
- Support for Unresponsive Process Detection/Explicit Hangup.
- Support for direct connection to database.
- Ability to process network messages in a separate thread.
- Support for a higher number of concurrent connections.
- A more robust Do Not Disturb (DND) model for voice.
- Discontinuation of the legacy Stat Server Configuration and Resource Capacity Wizards. The Resource Capacity Wizard functionality has moved to Genesys Administrator Extension.
New in Release 8.5.1
New features, introduced in the 8.5.112.07 release:
- Stat Server now supports protected mode in addition to normal mode during configuration reloads. This functionality enables the Stat Server running as primary in the pair to delay configuration reloads and stay available until the backup Stat Server in the pair completes configuration reload.
- The following new configuration option is added in the [statserver] section to control whether Stat Server in primary mode delays configuration reloads:
- config-reload-delay-if-primary
- Stat Server supports Kernel Virtual Machine (KVM) on Windows and Linux.
- Stat Server supports Microsoft SQL Server 2017.
New features, introduced in the 8.5.110.20 release:
- Stat Server supports changes of the interaction cost for budget-based routing.
New features, introduced in the 8.5.110.18 release:
- Stat Server supports the SinceLogin time profile for blended agents.
- Stat Server supports the durable InteractionAgentPartyInProgress action for Tenants.
- Stat Server supports the new DoNotDisturb action on a media channel.
- The following new configuration options are added in the [statserver] section:
- interaction-agent-party-in-progress-on-tenant-max-number
- interaction-agent-party-in-progress-on-tenant-media-list
- old-stats-remove
New features, introduced in the 8.5.110.05 release:
- Enhanced tracking of a multimedia interaction associated with the virtual queue (VQ).
- Stat Server continues to collect VQ tracking details using the EventCustom event, but now does so from all connected Interaction Servers that may participate in processing of the same interaction. This enhancement addresses cases where URS dispatches routing events through one Interaction Server and then offers the interaction with follow-up handling using another Interaction Server.
New features, introduced in the 8.5.110.03 release:
- Stat Server supports budget-based routing. URS release 8.1.400.50 or higher is required.
- The following new configuration options, configured in the new [budget] section, have been added to support budget-based routing:
- Agent or Place object:
- <media_type_name>
- MediaType object:
- default-agent-budget
- default-cost
- default-cost-consult
- default-cost-inbound
- default-cost-internal
- default-cost-outbound
- default-cost-unknown
- Tenant object:
- default-agent-budget
- default-cost
- default-cost-consult
- default-cost-inbound
- default-cost-internal
- default-cost-outbound
- default-cost-unknown
- enabled
- interaction-cost-key
- Agent or Place object:
New features, introduced in the 8.5.109 release:
- In addition to Warm Standby, Stat Server supports the Hot Standby redundancy mode for Stat Server high availability (HA) pairs on Windows and Linux platforms.
- The following new configuration options, configured in the new [ha] section, have been added to support Hot Standby redundancy:
- addp-remote-timeout
- addp-timeout
- addp-trace
- chunk-size
- chunk-timeout
- connect-timeout
- session-expiration-period
- session-expiration-timeout
- Stat Server maps the content of the attribute_reason_desc from Interaction Server events to the value of the ReasonValue key in a UserData key-value list on Action for the CurrentState or in a Reasons key-value list for the CurrentStateReasons.
New features, introduced in the 8.5.108 release:
- Stat Server supports overload protection method of reducing CPU consumption.
- The following new configuration options are added in the [overload] section:
- allow-new-connections-during-overload
- allow-new-requests-during-overload
- cpu-cooldown-cycles
- cpu-poll-timeout
- cpu-threshold-high
- cpu-threshold-low
- cut-debug-log
- protection
- qos-default-overload-policy
- qos-recovery-enable-lms-messages
- Stat Server supports the retrospective InteractionAbandoned action for Tenants.
- Stat Server supports Windows Server 2016 and Windows Server 2016 Hyper-V.
New features, introduced in the 8.5.107 release:
- Stat Server supports Sliding, Selection, and SinceLogin aggregation intervals in the statistical category Formula.
- Stat Server logs operational statistics and current execution context into a special StatFile log file to help with diagnostics and troubleshooting.
- Stat Server supports the durable InteractionWait action for Tenants. The action is intended to track an interaction until it is actually handled by an agent.
- Stat Server supports the durable DND action on RegDN.
- Stat Server supports Red Hat Enterprise Linux 7.
New features, introduced in the 8.5.106 release:
- Stat Server supports the statistical category Formula for the Growing time profile.
- Stat Server supports the Ever Growing time profile for a limited set of the float-valued categories.
- Stat Server supports the new DialRemoteRelease action on Campaign/CallingList statistical objects.
- Stat Server supports the enable-thread, throttle-period, and throttle-threshold options.
New features, introduced in the 8.5.105 release:
- Stat Server can be configured to undertake multiple attempts to register a DN.
- Stat Server supports multiple business attribute values in stat types.
- Stat Server supports new InteractionResponded action.
- Stat Server reports the progress of building virtual agent groups during the startup in logs, using the new LMS message:
10069|STANDARD|Building virtual agent groups on tenant '%s', %d percent complete - The following new configuration options are added in the statserver section:
- reg-error-delay
- reg-error-max-count
New features, introduced in the 8.5.104 release:
- Stat Server supports new Routable and NotRoutable actions on an agent or place.
- New DistinquishBy feature is introduced.
- Stat Server supports new ApplyFilterAtActionEndOnly stat type option.
- Stat Server supports new ExternalServiceRequested and ExternalServiceResponded actions for Tenants.
- Stat Server supports the ActorType and RequestEnvelope System attributes on selected actions.
- The following new configuration options are added in the statserver section:
- consult-acw-mode
- suppress-user-data
New features, introduced in the 8.5.103 release:
- New GroupBy feature is introduced.
- Support of the time zone specification in a growing TimeProfile definition.
- Stat Server supports the following new actions:
- InteractionAccepted
- InteractionAnswered
- InteractionReleased
- Stat Server calculates new InteractionWait action on StagingArea.
- Stat Server supports new UserEventReceived action for a regular DN and mediation DN.
- Stat Server supports the AgentID System attribute on selected actions.
- Stat Server supports the GlobalUserData key-value list in filters and formulas.
- The following new configuration options are added in the statserver section:
- interaction-wait-on-sa-max-number
- interaction-wait-on-sa-media-list
New features, introduced in the 8.5.102 release:
- Serialization of Statistical Aggregates to/from Backup File.
- Enhanced EstimatedWaitTime2 statistical category – better precision, no limitation for use with Voice media.
- Support for System attributes in filters and formulas.
- Support for Tenant as a native statistical object. Note: Tenant, as a statistical object, is not compatible with any of the existing supported object types and cannot be listed along with any other in the stat type Objects attribute.
- Stat Server now supports the following Tenant multimedia actions:
- InteractionCreated – When the system receives a new interaction.
- InteractionAbandonedDuringOffering – When an interaction is revoked or refused.
- InteractionAccepted1 – Generated once when an interaction is accepted for the first time.
- InteractionDeleted – When an interaction is finished (event processing has stopped).
- InteractionPastAcceptServiceLevel – When an interaction exceeds accept service level.
- InteractionPastCompletionServiceLevel – When an interaction exceeds completion service level.
- Stat Server supports the following StagingArea multimedia action:
- InteractionPastAcceptServiceLevel – When an interaction exceeds accept service level.
- InteractionPastCompletionServiceLevel – When an interaction exceeds completion service level.
- Support for RONA (Revoke On No Answer) on associated Virtual Queues.
New features, introduced in the 8.5.101 release:
- Stat Server calculates regular statistics on StagingArea for the following new actions:
- InteractionAbandonedDuringOffering
- InteractionAccepted
- InteractionAnswered
- InteractionReleased
- Stat Server supports the following new actions for a regular DN:
- CallObserving...
- CallOutboundOriginated
- CallOutboundReceived
- Stat Server includes functionality for the prevention of database update losses due to commit failures or loss of database server connection.
- Stat Server supports JDK 1.8.
- Stat Server now only loads JVM, if it is defined in the configuration with absolute path.
- As of October 23, 2015, Stat Server supports the ORS Extension, which enables Orchestration Server, in conjunction with Stat Server, to display ORS performance monitoring data in a Genesys Real Time Metrics client, such as Pulse.
New features, introduced in the 8.5.100 release:
- Stat Server now reads the configuration in asynchronous mode.
- Stat Server calculates regular statistics on StagingArea for the following new actions (Stat Server Java Extensions do not need to be loaded for calculation of these statistics):
- InteractionCreated
- InteractionDistributed
- InteractionCleared
- InteractionDistributedToQueue
- InteractionDeleted
Copyright
All Genesys software is © Copyright 2014-2022 Genesys Cloud Services, Inc. All rights reserved.
Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.
Trademarks
Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.
All other trademarks are the property of their respective owners.
Third Party Software
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions.
- This product includes software developed by the Boost Project (www.boost.org).
- NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.
Genesys Customer Care links:
Licensing:
- Genesys Licensing Guide
- Licensing section of the Genesys Migration Guide
Information on supported hardware and third-party software is here:
Stat Server Product Alerts
- Install and run a matching Stat Server executable file on a 32- or a 64-bit version of an operating system, if applicable. In particular, use:
- statserv_32 on a 32-bit operating system.
- statserv_64 on a 64-bit operating system.
- Stat Server supports Java Development Kit (JDK) version 1.7.
What's new in Stat Server for 9.x
Introduced in 8.5.112.10
- Stat Server supports the following new Agent Workbin actions:
- InteractionAbandonedDuringOffering
- InteractionAccepted
- InteractionAnswered
- InteractionCleared
- InteractionDistributed
- InteractionEntered
- InteractionReleased
- InteractionWait
Introduced in 8.5.112.07
- Stat Server now supports protected mode in addition to normal mode during configuration reloads. This functionality enables the Stat Server running as primary in the pair to delay configuration reloads and stay available until the backup Stat Server in the pair completes configuration reload.
- The following new configuration option is added in the [statserver] section to control whether Stat Server in primary mode delays configuration reloads:
- config-reload-delay-if-primary
- Stat Server supports Kernel Virtual Machine (KVM) on Windows and Linux.
- Stat Server supports Microsoft SQL Server 2017.
Introduced in 8.5.110.20
- Stat Server supports changes of the interaction cost for budget-based routing.
Introduced in 8.5.110.18
- Stat Server supports the SinceLogin time profile for blended agents.
- Stat Server supports the durable InteractionAgentPartyInProgress action for Tenants.
- Stat Server supports the new DoNotDisturb action on a media channel.
- The following new configuration options are added in the [statserver] section:
- interaction-agent-party-in-progress-on-tenant-max-number
- interaction-agent-party-in-progress-on-tenant-media-list
- old-stats-remove
Introduced in 8.5.110.05
- Enhanced tracking of a multimedia interaction associated with the virtual queue (VQ).
- Stat Server continues to collect VQ tracking details using the EventCustom event, but now does so from all connected Interaction Servers that may participate in processing of the same interaction. This enhancement addresses cases where URS dispatches routing events through one Interaction Server and then offers the interaction with follow-up handling using another Interaction Server.
Introduced in 8.5.110.03
- Stat Server supports budget-based routing. URS release 8.1.400.50 or higher is required.
- The following new configuration options, configured in the new [budget] section, have been added to support budget-based routing:
- Agent or Place object:
- <media_type_name>
- MediaType object:
- default-agent-budget
- default-cost
- default-cost-consult
- default-cost-inbound
- default-cost-internal
- default-cost-outbound
- default-cost-unknown
- Tenant object:
- default-agent-budget
- default-cost
- default-cost-consult
- default-cost-inbound
- default-cost-internal
- default-cost-outbound
- default-cost-unknown
- enabled
- interaction-cost-key
- Agent or Place object:
Introduced in 8.5.109
- In addition to Warm Standby, Stat Server supports the Hot Standby redundancy mode for Stat Server high availability (HA) pairs on Windows and Linux platforms.
- The following new configuration options, configured in the new [ha] section, have been added to support Hot Standby redundancy:
- addp-remote-timeout
- addp-timeout
- addp-trace
- chunk-size
- chunk-timeout
- connect-timeout
- session-expiration-period
- session-expiration-timeout
- Stat Server maps the content of the attribute_reason_desc from Interaction Server events to the value of the ReasonValue key in a UserData key-value list on Action for the CurrentState or in a Reasons key-value list for the CurrentStateReasons.
Introduced in 8.5.108
- Stat Server supports overload protection method of reducing CPU consumption.
- The following new configuration options are added in the [overload] section:
- allow-new-connections-during-overload
- allow-new-requests-during-overload
- cpu-cooldown-cycles
- cpu-poll-timeout
- cpu-threshold-high
- cpu-threshold-low
- cut-debug-log
- protection
- qos-default-overload-policy
- qos-recovery-enable-lms-messages
- Stat Server supports the retrospective InteractionAbandoned action for Tenants.
- Stat Server supports Windows Server 2016 and Windows Server 2016 Hyper-V.
Stat Server, Real-Time Metrics Engine
Stat Server tracks information about customer interaction networks (contact center, enterprise-wide, or multi-enterprise telephony and computer networks). Stat Server also converts the data accumulated for directory numbers (DNs), agents, agent groups, and non-telephony-specific object types, such as e-mail and chat sessions, into statistically useful information, and passes these calculations to other software applications that request data.
Stat Server/Real-Time Metrics Engine is included in various packages of the Inbound, Outbound, and Digital, solutions for Customer Engagement, the Workforce Optimization solution of Employee Engagement, and the Integration, Platform, and Analytics solutions for Business Optimization. Contact your Genesys representative for more information.
What's New
Real-Time Metrics Engine is part of 9.x, which can include component releases from 9.1.x, 9.0.x, and 8.5.x code streams. Use the table below to check which component releases are part of 9.x.
| All 9.x products | 9.x Real-Time Metrics Engine Release Notes | ||
|---|---|---|---|
| Product | Component | Latest | Starting |
| Stat Server | |||
Product Alerts
Extensions Release Notes
Documentation
Deployment Guide
This document introduces you to the configuration, installation, and start procedures that are relevant to Stat Server.
RTME Options Reference
This document provides the latest information on configuration options.
User's Guide
This document introduces you to the concepts, terminology, and procedures that are relevant to Stat Server.
Genesys Resource Capacity Planning Guide
Use this document for the methodology and inner workings of Genesys planning tools.
Migration Information
More Release Information
What's New
Release Notes
Documentation
Deployment Guide
This document introduces you to the configuration, installation, and start procedures that are relevant to Stat Server.
RTME Options Reference
This document provides the latest information on configuration options.
User's Guide
This document introduces you to the concepts, terminology, and procedures that are relevant to Stat Server.
Genesys Resource Capacity Planning Guide
Use this document for the methodology and inner workings of Genesys planning tools.
Migration Information
More Release Information
Release Notes
Documentation
Deployment Guide"> Deployment Guide
This document introduces you to the configuration, installation, and start procedures that are relevant to Stat Server.
User's Guide"> User's Guide
This document introduces you to the concepts, terminology, and procedures that are relevant to Stat Server.
Genesys Resource Capacity Planning Guide"> Genesys Resource Capacity Planning Guide
Use this document for the methodology and inner workings of Genesys planning tools.
Readme and Advisory
Release Notes
Documentation
Deployment Guide"> Deployment Guide
This document introduces you to the configuration, installation, and start procedures that are relevant to Stat Server.
User's Guide"> User's Guide
This document introduces you to the concepts, terminology, and procedures that are relevant to Stat Server.
Genesys Resource Capacity Planning Guide"> Genesys Resource Capacity Planning Guide
Use this document for the methodology and inner workings of Genesys planning tools.
Readme and Advisories
Release Notes
Documentation
Deployment Guide"> Deployment Guide
This document introduces you to the configuration, installation, and start procedures that are relevant to Stat Server.
User's Guide"> User's Guide
This document introduces you to the concepts, terminology, and procedures that are relevant to Stat Server.
Readme and Advisories
Other Documentation Where Stat Server is Used
Genesys 7.6 Instant Messaging Solution Guide"> Genesys 7.6 Instant Messaging Solution Guide
Stat Server plays an important role in determining which agents receive instant messages.