Reporting

The following procedures outline the steps that are required to enable Workspace Web Edition & Web Services to use, store, and expose statistical data for agents, skills and queues. This statistical data is used to provide reporting capabilities in Workspace Web Edition, and can also be accessed through the API.To enable reporting in Workspace Web Edition & Web Services, you must modify the server-settings.yaml file. To monitor specific skills, you can configure Virtual Agent Groups and Virtual Queues in Configuration Server.

Important

Statistics are available only for the voice channel. Workspace Web Edition & Web Services does not support real-time statistics for mixed media (voice/eServices) environments. If a mixed media environment is used, voice statistics are not accurate.

Enabling Reporting

Start of Procedure

1. Open the $JETTY_HOME/genconfig/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 Reporting 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. Modifications to this file are not typically necessary.
   Any Stat Server application in a Genesys environment to which the Workspace Web Edition & Web Services node or cluster connects must include a set of statistic definitions that match those that are specified in the statistics.yaml file.

End of Procedure

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 of Procedure

1. In Configuration Manager, 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 of Procedure

Next Step

• Creating a Virtual Agent Group

Creating a Virtual Agent Group

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

Start of Procedure

1. In Configuration Manager, 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 of Procedure

Next Step

• If the Workspace Web Edition & Web Services node is running, you must restart it for the new configuration to take effect.

Creating a Virtual Queue

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

Start of Procedure

1. In Genesys Administrator, 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 of Procedure

Next Step

• Creating a Virtual Agent Group

Creating a Virtual Agent Group

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

Start of Procedure

1. In Genesys Administrator, 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 of Procedure

Next Step

• If the Workspace Web Edition & Web Services node is running, you must restart it for the new configuration to take effect.

Elastic Search Configuration

Elastic Search is an open-source, full-text search engine with a RESTful web interface. This section describes how to enable Elastic Search within the Genesys Web Services.

To enable statistics indexing to Elastic Search the following configuration should be done for stand-alone node. Cluster configuration instructions are not yet provided

Item	Required	Description
nodeId	Yes	set option to enable statistics
crClusterName	Yes	In the server-settings.yaml set the crClusterName option. Its value should be unique.
enableElasticSearchIndexing	Yes	In the server-settings.yaml file set the option enableElasticSearchIndexing to true. Please note that if set in current implementation the statistics will be written to BOTH Elastic Search and Cassandra, but will be read from Elastic Search.

Also, please perform configuration steps described in Index Lifecycle section.

You can configure Elastic Search in the server-settings.yaml file in the dedicated section called elasticSearchSettings.

Name	Required	Description
clientNode	No	Denotes if the current HTCC node acts as Elastic Search client or server. Defaults to false.
indexPerContactCenter	No	Enables indexing on per contact center basis. If set to false, there will be one index for all current statistics. Defaults to false.
enableScheduledIndexVerification	No	Enables scheduled index verification on this node. This means that this particular node will go through all objects handled by the Elastic Search and make sure that they still exist in Cassandra and in this node. Defaults to false.
indexVerificationInterval	No	Sets an interval in minutes between index verifications for this particular node. Defaults to 720 minutes (12 hours).
retriesOnConflict	No	Controls how many times to retry if there is a version conflict when updating a document. Defaults to 3.

Example

...
elasticSearchSettings:
   clientNode: true
   indexPerContactCenter: false
   enableScheduledIndexVerification: true
   indexVerificationInterval: 60
   retriesOnConflict: 2
...