Reporting

You can configure Workspace Web Edition & Web Services to use, store, and expose statistical data for agents, skills, and queues. This data is used for reporting in Workspace Web Edition and you can also access it through the API. To enable reporting in Workspace Web Edition & Web Services, you need to modify the server-settings.yaml file. To monitor specific skills, you can configure Virtual Agent Groups and Virtual Queues in Configuration Server.

Enabling Reporting

Start

1. Open the server-settings.yaml file.
2. Configure the Workspace Web Edition & Web Services node by setting the nodeId option to a unique identifier, such as the host name or IP address of the node.
3. Review the Statistics configuration options for details about setting the connection to Stat Server and the length of time statistics are stored in the Cassandra database. Adjust the default settings for these options as required for your deployment.
4. Save your changes and close the file.
5. Confirm that the statistics.yaml file is present in the main Workspace Web Edition & Web Services config folder. This file defines which statistics Workspace Web Edition & Web Services requests from Stat Server. You typically don't need to modify this file. Any Stat Server application that your Workspace Web Edition & Web Services node or cluster connects to must also include a set of statistic definitions that match those that are specified in the statistics.yaml file.

End

Next Step

• Configuring Virtual Queues & Virtual Agent Groups

Configuring Virtual Queues & Virtual Agent Groups

Complete the procedures below to create Virtual Queues and Virtual Agent Groups for each skill you would like to monitor. Note: The skill must be added to a Person object in Configuration Server. If the Virtual Queue and Virtual Agent Group are not created for a skill, that skill will not be monitored by Workspace Web Edition & Web Services.

Select a tab below for instructions in either Configuration Manager or Genesys Administrator.

Creating a Virtual Queue

Complete this procedure for each Skill you would like to monitor.

Start

1. Navigate to Switches > your_switch > DNs. Right-click and select New > DN.
2. In the General tab, configure the following:
   • Number: <name of skill>
   • Type: Virtual Queue
3. In the Advanced tab, configure the following:
   • Alias: <name of skill>
4. Click OK.

End

Creating a Virtual Agent Group

Complete this procedure for each Skill you would like to monitor.

Start

1. Navigate to Agent Groups. Right-click and select New > Agent Group.
2. In the General tab, configure the following:
   • Name: <name of skill>
3. In the Advanced tab, add an Origination DN:
   • Click Add.
   • Select the Virtual Queue you created previously.
   • Click OK.
4. In the Script tab, add the following:
   • Script: Skill("<name of skill>")>=0
5. Click OK.

End

Next Step

• If the Workspace Web Edition & Web Services node is running, restart it so the new configuration takes effect.

Creating a Virtual Queue

Complete this procedure for each Skill you would like to monitor.

Start

1. Navigate to PROVISIONING > Switching > Switches > your_switch and click DNs.
2. Click New....
3. In the Configuration tab, configure the following:
   • Number: <name of skill>
   • Type: Virtual Queue
4. Expand the Advanced section and configure the following:
   • Alias: <name of skill>
5. Click Save & Close.

End

Creating a Virtual Agent Group

Complete this procedure for each Skill you would like to monitor.

Start

1. Navigate to PROVISIONING > Accounts > Agent Groups and click New....
2. In the Configuration tab, configure the following:
   • Name: <name of skill>
3. Expand the Advanced section and add an Origination DN:
   • Click Add.
   • Select the Virtual Queue you created previously.
   • Click OK.
4. In the Options tab, click New.
5. Configure the following:
   • Section: virtual
   • Name: script
   • Value: Skill("<name of skill>")>=0
6. Click OK.
7. Click Save & Close.

End

Next Step

• If the Workspace Web Edition & Web Services node is running, restart it so the new configuration takes effect.

Next Step

• Back to Configuring Features