Ccpulse+ Manual

Reporting 8.
CCPulse+
Administrators Guide
The information contained herein is proprietary and confidential and cannot be disclosed or duplicated without the prior written consent of Genesys Telecommunications Laboratories, Inc. Copyright 19992011 Genesys Telecommunications Laboratories, Inc. All rights reserved.
About Genesys
Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel-Lucent, is 100% focused on software for contact centers. Genesys recognizes that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations, and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail, and Web channels ensure that customers are quickly connected to the best available resourcethe first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com for more information. Each product has its own documentation for online viewing at the Genesys Technical Support website or on the Documentation Library DVD, which is available from Genesys upon request. For more information, contact your sales representative.
Notice
Although reasonable effort is made to ensure that the information in this document is complete and accurate at the time of release, Genesys Telecommunications Laboratories, Inc., cannot assume responsibility for any existing errors. Changes and/or corrections to the information contained in this document may be incorporated in future versions.
Your Responsibility for Your Systems Security

You are responsible for the security of your system. Product administration to prevent unauthorized use is your responsibility. Your system administrator should read all documents provided with this product to fully understand the features available that reduce your risk of incurring charges for unlicensed use of Genesys products.
Trademarks
Genesys, the Genesys logo, and T-Server are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other trademarks and trade names referred to in this document are the property of other companies. The Crystal monospace font is used by permission of Software Renovation Corporation, www.SoftwareRenovation.com.
Technical Support from VARs

If you have purchased support from a value-added reseller (VAR), please contact the VAR for technical support.
Technical Support from Genesys

If you have purchased support directly from Genesys, please contact Genesys Technical Support at the regional numbers provided on page 8. For complete contact information and procedures, refer to the Genesys Technical Support Guide.
Ordering and Licensing Information

Complete information on ordering and licensing Genesys products can be found in the Genesys Licensing Guide.
Released by
Genesys Telecommunications Laboratories, Inc. www.genesyslab.com Document Version: 80rt_ad_ccpulse+_12-2011_v8.0.10 1 .0 0
Table of Contents
Preface
................................................................................................................... 7 About CCPulse+........................................................................................ 7 Intended Audience..................................................................................... 8 Making Comments on This Document ...................................................... 8 Contacting Genesys Technical Support..................................................... 8 Document Change History ........................................................................ 9 New in Document Version 8.0.101.00 .................................................. 9 New in Document Version 8.0.001.00 ................................................ 10
Chapter 1
CCPulse+ Overview.............................................................................. 13 Overview.................................................................................................. 13 New in This Release................................................................................ 14 New in Release 8.0.0.......................................................................... 14 New in Release 8.0.1.......................................................................... 15
Chapter 2
Installing CCPulse+ Silently ................................................................ 17 Overview.................................................................................................. 17 Creating the Response File ..................................................................... 18 Playing Back the Response File.............................................................. 18 Remote Silent Installation ................................................................... 20 Analyzing the Log File ............................................................................. 20
Chapter 3
Fine-Tuning CCPulse+ Configuration ................................................ 23 Common and security Sections............................................................... 24 Transport Layer Security Support ....................................................... 25 Client-Side Port Definition................................................................... 25 CustomStatistic Section........................................................................... 27 HistoricalView Section ............................................................................. 28 ObjectFormat Section.............................................................................. 30 Substitution Rules............................................................................... 33 Storage Section ....................................................................................... 35
CCPulse+Administrators Guide
Table of Contents
UserInterface Section .............................................................................. 39 View Section............................................................................................ 42 Workspace Section.................................................................................. 44 Changing the Display of Dates and Time ................................................ 49 CCPulse+ Registry Settings .................................................................... 50
Chapter 4
Historical Reporting Considerations for CCPulse+ .......................... 55 Data Mart Connections............................................................................ 55 Composite Metrics................................................................................... 56 Column Names........................................................................................ 56 The Last N Intervals Parameter............................................................... 57 Historical Associations for Statistics ........................................................ 57 Propagation of Template Changes .......................................................... 57
Chapter 5
Server Connections to CCPulse+ ....................................................... 59 Configuration Server Connection Failure ................................................ 60 Stat Server Connection Failure ............................................................... 62 DB Server Connection Failure................................................................. 65
Chapter 6
Using Custom Statistics ...................................................................... 67 Identifying Custom Statistics ................................................................... 67 Hidden Statistics ................................................................................. 68 Using JScript Language .......................................................................... 68 Referencing Basic Statistics .................................................................... 68 Using Predefined Objects in Formulas .................................................... 70 Formatting the Results ............................................................................ 76 Displaying Capacity Information ......................................................... 76
Chapter 7
Thresholds and Actions....................................................................... 79 Overview.................................................................................................. 79 Predefined Objects .................................................................................. 80 Predefined Thresholds ............................................................................ 85 How to Use Thresholds ...................................................................... 85 Explanations of the Predefined Thresholds ........................................ 87 Predefined Actions .................................................................................. 92 How Actions Function ......................................................................... 92 Explanations of the Predefined Actions .............................................. 93
Reporting 8.0
Table of Contents
Chapter 8
Measuring CCPulse+/Stat Server Traffic............................................ 99 Determining Factors ................................................................................ 99 The Number of Requests ........................................................................ 99 The Number of Responses.................................................................... 100 The Size of One Request/Response ..................................................... 100
Chapter 9
Troubleshooting ................................................................................. 101 Agents Having Trouble Logging In ........................................................ 101 Wizards Are Disabled ............................................................................ 102 Import/Export Utility Is Disabled ............................................................ 102 No DB Server Connection Error Message............................................. 103 Agents Missing from Call Center Objects Pane .................................... 103 General SQL Server Error Message ..................................................... 104 Agents Cannot Monitor Agent Activity ................................................... 104 Sudden Stat Server Disconnection ....................................................... 104 Stat Server Missing from New Workspace ............................................ 105 No Historical Associations Error Messages........................................... 105 Cannot Recover Workspace.................................................................. 105 Cant View Multi-Tenant Data ................................................................ 106
Supplements
Related Documentation Resources ................................................... 107 Document Conventions ...................................................................... 109
Index
............................................................................................................... 111
Table of Contents
Reporting 8.0
Preface
Welcome to the Reporting 8.0 CCPulse+ Administrators Guide. This document presents information that CCPulse+ administrators need in order to fine-tune and troubleshoot CCPulse+ installation. This guide is valid only for the 8.0.x release of this product.
Note: For releases of this guide created for other releases of this product,
please visit the Genesys Technical Support website, or request the Documentation Library DVD, which you can order by e-mail from Genesys Order Management at [email protected]. This preface contains the following sections: About CCPulse+, page 7 Intended Audience, page 8 Making Comments on This Document, page 8 Contacting Genesys Technical Support, page 8 Document Change History, page 9 Special considerations concerning CCPulse+ historical reporting Instructions for how to customize the user interface Instructions for how to create and format custom statistics Explanations of the threshold and action scripts A list of the historical statistics that are associated with the CCPulse+ realtime statistics Troubleshooting suggestions
In brief, you will find the following information in this guide:
About CCPulse+
CCPulse+ enables both real-time and historical monitoring of contact center activity. CCPulse+ monitors the status and statistics related to contact center objects (such as agents, queues, Routing Points, and interaction queues) and displays them on the users desktop.
Preface
Intended Audience
Intended Audience
This guide is intended primarily for CCPulse+ administrators. It assumes that you have a basic understanding of: Computer-telephony integration concepts, processes, terminology, and applications. Network operation. Your own network configurations.
You should also be familiar with Genesys Framework architecture and functions, particularly Stat Server statistics and configuration. CCPulse+ administrators have access to CCPulse+ functions that are not available to other users. CCPulse+ administrators can: Operate the Threshold and Action wizards. Operate the Template Wizard to create, modify, or delete CCPulse+ templates. Use the Import/Export Utility to copy CCPulse+ templates, thresholds, and actions from one storage to another.
A strong knowledge of VBScript might be required for some functionality, such as creating custom formulas.
Making Comments on This Document

If you especially like or dislike anything about this document, please feel free to e-mail your comments to [email protected]. You can comment on what you regard as specific errors or omissions, and on the accuracy, organization, subject matter, or completeness of this document. Please limit your comments to the information in this document only and to the way in which the information is presented. Speak to Genesys Technical Support if you have suggestions about the product itself. When you send us comments, you grant Genesys a nonexclusive right to use or distribute your comments in any way it believes appropriate, without incurring any obligation to you.
Contacting Genesys Technical Support

If you have purchased support directly from Genesys, contact Genesys Technical Support at the following regional numbers:
Reporting 8.0
Preface
Document Change History
Region North America and Latin America Europe, Middle East, and Africa Asia Pacific Malaysia India Japan
Telephone +888-369-5555 (toll-free) +506-674-6767 +44-(0)-1276-45-7002 +61-7-3368-6868 (international) 1-800-814-472 (toll-free) +61-7-3368-6868 (international) 000-800-100-7136 (toll-free) +61-7-3368-6868 (international) +81-3-6361-8950
E-Mail
[email protected]
[email protected]
[email protected] [email protected]
[email protected]
[email protected]
Before contacting technical support, refer to the Genesys Technical Support Guide for complete contact information and procedures.

This section lists topics that are new in the current release of this document, or that have changed significantly since the preceding release.
New in Document Version 8.0.101.00

The document has been updated to support CCPulse+ release 8.0.1. The following topics have been added or have changed significantly since the previous 8.0 release of this document: New in Release 8.0.1 on page 15A new subsection in the New in This Release section that describes the feature enhancements that are introduced in release 8.0.100. Common and security Sections on page 24New sections that hold configuration options that are not unique to CCPulse+, but do enable new CCPulse+ functionalityspecifically:

enable-ipv6 inactivity-timeout
Transport Layer Security Support on page 25A new subsection that describes Genesys Transport Layer Security (TLS), a new feature that allows for secure data exchange among components.
Preface
Client-Side Port Definition on page 25A new subsection that describes a new feature that enables you to control how CCPulse+ connects to various servers and how to configure client-side port definition using the Network.ini file. HistoricalView Section on page 28A new section that holds configuration options that affect the presentation of data in CCPulse+ historical viewsspecifically:

FirstDayOfWeek MinDayNumberInFirstWeek NoAggregationInterval TimeZone WholeWeeks
ObjectFormat Section on page 30New functionality that allows you to define how CCPulse+ objects are displayed in the workspace, in all views, and in the Extended Current Status pane. You have the ability to format each CCPulse+ object by using a format string. DisableAgentCurrentState on page 45Updated with the ability to prevent the creation and display of other agent statistics. DisableThresholdsDlg on page 46Added option to the Workspace section that was added in the Reporting 8.0 release, but was previously not included in this document. CCPulse+ Registry Settings on page 50Updated to indicate that the newly added AgentStats configuration setting on page 52 is the only setting that can be edited by using the Microsoft Windows Registry Editor. Three configuration settings have moved to the Settings menu option in CCPulse+ and can no longer be edited by using the Microsoft Windows Registry Editor. These configuration settings are the following:

GraphTitleFontSize GraphBkColor GraphAxisFontSize
The Last N Intervals Parameter on page 57Updated to correctly describe the behavior of Last N Intervals in CCPulse+, previously it was described incorrectly in this document. Identifying Custom Statistics on page 67Updated to included new hidden statistic icons that have been added. Hidden Statistics on page 68A new subsection that describes new functionality that allows you to hide both basic and custom statistics by using the Templates Wizard. Figure 13 on page 69Updated to include new hidden statistic icons.
New in Document Version 8.0.001.00

The document has been updated to support CCPulse+ release 8.0. The following topics have been added or have changed significantly since the previous 7.6 release of this document:
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Reporting 8.0
Preface
New in Release 8.0.0 on page 14A new subsection in the New in This Release section that describes the feature enhancements that are introduced in release 8.0.0. Storage Section on page 35New configuration options have been added in the Storage section to store objects in binary or XML format specifically:
DefaultStorageType BinActionsStorageFullPath BinTemplatesStorageFullPath BinThresholdsStorageFullPath BinWorkspacesStorageFullPath XMLActionsStorageFullPath XMLTemplatesStorageFullPath XMLThresholdsStorageFullPath XMLWorkspacesStorageFullPath
UserInterface Section on page 39A new EnableXMLExport configuration option was added to the UserInterface section. Configuration Server Connection Failure on page 60An improved reconnection procedure has been added, when the CCPulse+ connection to Configuration Server or Stat Server fails. Support for CCPulse+ reporting of Genesys Info Mart queries has been discontinued in the 8.x release. The previously documented QueryStorageFull Path configuration option has been removed from Chapter 2.
11
Preface
12
Reporting 8.0
Chapter
1
Overview
CCPulse+ Overview
This chapter introduces you to CCPulse+, which is a graphical user interface (GUI) component of Genesys Solution Reporting. This chapter includes the following sections: Overview, page 13 New in This Release, page 14

CCPulse+ enables both real-time and historical monitoring of contact center activity. CCPulse+ monitors the status and statistics that are related to contact center objects (such as agents, queues, Routing Points, and interaction queues) and displays them on the users desktop. Using CCPulse+ you can: Customize real-time, historical, and query-based views of contact center objects. Monitor the current state and activity of objects throughout the contact center, to help make decisions about staffing, scheduling, and call-routing strategies. Create threshold/action associations that generate some kind of notification when a specified activity reaches the threshold level you set. Print views, which can then function as basic reports of contact center activity.
CCPulse+ interfaces with the Services and Configuration Layers of the Genesys Framework to monitor agent performance of one or more tenants from one or more sites. If you are using Historical Reporting, CCPulse+ also connects to the Reporting Data Mart Services.
13
Chapter 1: CCPulse+ Overview
New in This Release
Figure 1 illustrates the architecture delivering these capabilities. For detailed information on CCPulse+ interface, refer to the Reporting 8.0 CCPulse+ Help. For information about overall Solution Reporting architecture, refer to the Reporting 8.0 Deployment Guide.
Real-Time Data Stat Server
Historical Data
Data Mart
Configuration Server
CCPulse+
Figure 1: CCPulse+ Architecture
New in This Release

This section describes new or changed functionality that was introduced in CCPulse+ 8.0.x releases: New in Release 8.0.0, page 14 New in Release 8.0.1, page 15

New in Release 8.0.0

This subsection describes new or changed functionality that was introduced in the initial 8.0 release of CCPulse+: New configuration options in the Storage section to store objects in binary or XML format, described beginning on page 36:
DefaultStorageType BinActionsStorageFullPath BinTemplatesStorageFullPath BinThresholdsStorageFullPath BinWorkspacesStorageFullPath XMLActionsStorageFullPath XMLTemplatesStorageFullPath XMLThresholdsStorageFullPath XMLWorkspacesStorageFullPath
New configuration options in the UserInterface section:
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Reporting 8.0
New in This Release
EnableXMLExport, on page 39A previously undocumented option
from the 7.0.1 release An improved reconnection procedure, when the CCPulse+ connection to Configuration Server or Stat Server fails, beginning on page 60.
Support for CCPulse+ reporting of Genesys Info Mart queries has been discontinued in the 8.x release. The previously documented QueryStorageFull Path configuration option has been removed from Chapter 3. Other features that are introduced in the 8.0 release, such as dynamic column sizing and sorting, the display of capacity information, horizontal and vertical tabbing, and the security banner that is displayed when the application is invoked are described in either Reporting 8.0 CCPulse+ Help or the Reporting 8.0 Deployment Guide.
New in Release 8.0.1

Starting with CCPulse+ release 8.0.1, CCPulse+ provides the following new or changed functionality: The HistoricalView section on page 28 affects the presentation of data in CCPulse+ historical views. This section contains the following new configuration options:
Note: The HistoricalView section and its configuration options are
previously undocumented in the 8.0 release.
FirstDayOfWeek, on page 28 WholeWeeks, on page 29 MinDayNumberInFirstWeek, on page 29 TimeZone, on page 29 NoAggregationInterval, on page 29
The common and security sections on page 24 hold configuration options that are not unique to CCPulse+, but do enable CCPulse+ functionality. This section contains the following new configuration options: enable-ipv6, on page 24 which enables IPv6 for all IP connections for CCPulse+. inactivity-timeout, on page 24 which specifies the amount of time in which a user can be inactive before the inactivity timeout occurs and the user is locked out of the CCPulse+ session. The user must then log back in to continue with the session.

CCPulse+ now supports Genesys Transport Layer Security (TLS) on page 25, which is secure data exchange among components. TLS is an industry-standard protocol for secure communications over the Internet.
15
New in This Release
CCPulse+ now supports client-side port definition on page 25, which enables you to control how CCPulse+ connects to various servers and how to configure client-side port definition with the Network.ini file. The ObjectFormat section on page 30 describes a new formatting section and the options that use a format string to define how CCPulse+ objects are displayed in the workspace, in all views, and in the Extended Current Status pane.
The DisableAgentCurrentState configuration option on page 45 has been updated to allow CCPulse+ administrators to prevent CCPulse+ users from creating and displaying other agent statistics. The AgentStats registry setting on page 52 also enables this functionality, but is configured on an individual basis.
The DisableThresholdsDlg configuration option on page 46 was added to the Workspace section. This option was added in the Reporting 8.0 release, but previously was not included in this document. The GraphTitleFontSize, GraphBkColor, and GraphAxisFontSize CCPulse+ configuration settings on page 50, have been removed from the registry and moved to the Settings menu option under the Tools menu of the CCPulse+ interface. Previously, these configuration settings could be edited by using only the Microsoft Windows Registry Editor. Now they can be edited by using only the Settings menu option under the Tools menu of CCPulse+. For more information about how to configure these settings by using menu options, refer to the Reporting 8.0 CCPulse+ Help. The Hidden statistics subsection on page 68 discusses the ability to hide both basic and custom statistics. The new hidden basic and custom statistics icons are shown on page 67. For more information about how to hide statistics in CCPulse+, refer to the Reporting 8.0 CCPulse+ Help.
16
Reporting 8.0
Chapter
Installing CCPulse+ Silently

This chapter describes how to use InstallShield Silent for installing CCPulse+ silently; that is, for performing installations that do not require the installer to enter any settings. Refer to the Reporting 8.0 Deployment Guide for instructions on how to configure and install CCPulse+ by using wizards. This chapter includes the following sections: Overview, page 17 Creating the Response File, page 18 Playing Back the Response File, page 18 Analyzing the Log File, page 20

Overview
InstallShield Silent is a third-party installation program that Genesys uses to facilitate electronic software distribution for both server and GUI applications on Windows platforms. Silent installations eliminate the need for interactive dialog during the installation process. Instead, you create a single response file filled with the necessary parameters that InstallShield Silent references during subsequent silent installations. After creating your response file and performing a silent installation, review the log file for a successful result code or any errors encountered. You must take some preliminary actions before installing CCPulse+. Refer to the Predeployment Measures chapter in the Reporting 8.0 Deployment Guide for more information.
17
Chapter 2: Installing CCPulse+ Silently
Creating the Response File
Creating the Response File

To select setup options and automatically record the InstallShield Silent response file, perform Steps 13 below.
Note: Use this procedure instead of double-clicking setup.exe from
Microsoft Windows Explorer. 1. Open a console window. 2. Enter the path to the directory in which you deployed the CCPulse+ installation files. 3. Issue the following command by using the -r command-line parameter:
setup.exe -r
Answer the prompts as appropriate. InstallShield records all your setup choices in a response file named setup.iss and places the file in the Windows directory. For example, if you are using Windows XP, this is the C:\WINDOWS directory. Use the configured setup.iss file any time you must install an application with the specified parameters. The script in Figure 2 shows a sample setup.iss file for CCPulse+. Blank lines have been inserted between sections to facilitate reading.
Playing Back the Response File

To install CCPulse+ silently on a local workstation: 1. Open a console window. 2. Enter the path to the directory in which you deployed the CCPulse+ installation files. 3. Launch InstallShield Silent using the following command:
setup.exe -s /f1"ResponsePath" /f2"LogPath"
where: -s is the silent flag.

/f1"ResponsePath" is an optional command-line parameter that
specifies the full path to the response file. If you do not specify this parameter, InstallShield assumes that the name of the response file is setup.iss, and that it is located in the Windows directory. For example, if you are using Microsoft Windows XP, this is the C:\WINDOWS directory.
18
Reporting 8.0
Playing Back the Response File
[{9058E66E-B24C-4CCE-955A-F156227FC674}-DlgOrder]
Dlg0={9058E66E-B24C-4CCE-955A-F156227FC674}-gctiGdWelcome-0
Count and name of dialog boxes encountered during the installation process
Count=5 Dlg1={9058E66E-B24C-4CCE-955A-F156227FC674}-gctiGdAskPath-0 Dlg2={9058E66E-B24C-4CCE-955A-F156227FC674}-gctiGdRadioButton3-0 Dlg3={9058E66E-B24C-4CCE-955A-F156227FC674}-gctiGdReadyToInstall-0 Dlg4={9058E66E-B24C-4CCE-955A-F156227FC674}-gctiGdFinish-0
[{9058E66E-B24C-4CCE-955A-F156227FC674}-gctiGdWelcome-0] Direction=1
For this dialog box, Direction=1, indicates that the Next button was selected.
[{9058E66E-B24C-4CCE-955A-F156227FC674}-gctiGdAskPath-0] Direction=1 Path=D:\GCTI\CCPulse+ [{9058E66E-B24C-4CCE-955A-F156227FC674}-gctiGdRadioButton3-0] Direction=1 This dialog box prompts whether users can monitor agent Choice=1
statistics. Choice=1 indicates Yes. Create a different response file to deploy the CCPulse+ application to users who are not permitted to monitor agent statistics.
[{9058E66E-B24C-4CCE-955A-F156227FC674}-gctiGdReadyToInstall-0] Direction=1
Reboot=0 indicates that a reboot is unnecessary.
[{9058E66E-B24C-4CCE-955A-F156227FC674}-gctiGdFinish-0] Reboot=0 Figure 2: Sample CCPulse+ setup.iss File
/f2"LogPath" is an optional command-line parameter that specifies the
full path to the log file. If you do not specify this parameter, InstallShield assigns the default file name of setup.log and stores the file in the directory that contains the setup.iss file.
Note: Do not use spaces between the /f1 or /f2 parameter and its value in
double quotation marks.
19
Analyzing the Log File
The following illustrates some commands you could issue to play back the response file:
setup.exe -s
Both /f1"*\[Setup.exe directory]\setup.iss" and /f2"*\[setup.exe directory]\setup.log" are implied on a Windows XP system.
setup.exe -s /f1"c:\WINDOWS\MonitorAgents.iss" /f2"*\[Setup.exe directory]\setup.log" is implied on a Windows XP
system.
setup.exe -s /f2"c:\WINDOWS\SuzysLog.log" /f1"*\[Setup.exe directory]\setup.iss" is implied on a Windows XP
system.
Remote Silent Installation

Using standard operating system tools, your network administrator can design the scripts necessary to deploy the response file to any number of machines where CCPulse+ can be deployed remotely.

When the response file has completed its playback, InstallShield Silent prints installation results to the file specified by /f2, as shown in the previous section. This log file contains one section: The [ResponseResult] section contains the result code indicating whether the silent install succeeded. See Table 1 for the meanings of the ResultCode key given in this section.
Table 1: Log File ResultCode Key

Value 0 -1 -2 -3 -4 -5 -6 -7 Success General error Invalid mode Required data not found in the setup.iss file Not enough memory File does not exist Cannot write to the response file Unable to write to the uninstallation log file Meaning
20
Reporting 8.0
Table 1: Log File ResultCode Key (Continued)

Value -8 -9 -10 -11 -12 -51 -52 -53 Meaning Invalid path to the InstallShield Silent response file Not a valid list type (string or number) Data type is invalid Unknown error during setup Dialog boxes are out of order Cannot create the specified folder Cannot access the specified file or folder Invalid option selected
The text in Figure 3 shows the contents of a log file for a CCPulse+ application that was successfully installed by using InstallShield Silent.
[ResponseResult] ResultCode=0 Figure 3: Log File Showing Successful Deployment
21
22
Reporting 8.0
Chapter
Fine-Tuning CCPulse+ Configuration

After the initial configuration of the CCPulse+ Application object and installation, you can use Configuration Manager to update the CCPulse+ application. This chapter describes how to fine-tune the CCPulse+ configuration. It contains the following sections: Common and security Sections, page 24 CustomStatistic Section, page 27 HistoricalView Section, page 28 ObjectFormat Section, page 30 Storage Section, page 35 UserInterface Section, page 39 View Section, page 42 Workspace Section, page 44 Changing the Display of Dates and Time, page 49 CCPulse+ Registry Settings, page 50

The CCPulse+ application itself does not consider the case of configuration information it reads from Configuration Server. However, the RDBMS of your Configuration Server database might be case sensitive. As you fine-tune your CCPulse+ Application object, keep this in mind. Also, for those configuration options for which you specify true/false values, any of the following additional values is also valid:
yes/no y/n 1/0 on/off
23
Chapter 3: Fine-Tuning CCPulse+ Configuration
Common and security Sections

The common and security sections hold configuration options that are not unique to CCPulse+, but that do enable CCPulse+ functionality, do require your configuration, and are important for you to know. (See Table 2.) Two security features that are provided in the Genesys software and supported by CCPulse+Transport Layer Security Support on page 25 and Client-Side Port Definition on page 25are also described. Table 2: Configuration Options for the Common and Security Sections
Section common Option enable-ipv6 Description Use this option to enable IPv6 for all IP connections for CCPulse+. This option is configured in the common section of the CCPulse+ Application object by using either Genesys Administrator or Configuration Manager. Setting this option to 1, specifies that CCPulse+ supports IPv6. It is set to 0 by default, to ensure backward compatibility. For more information about how to configure IPv6, refer to the Framework 8.1 Deployment Guide. Default Value: 0 Valid Values: 0,1 Change Takes Effect: Upon restart security inactivity-timeout Use this option to specify the amount of time (in minutes) in which a user can be inactivethat is, not interact with the system in any waywithout any impact on the users CCPulse+ session. After the timeout expires, the user is locked out of the CCPulse+ session. The user must log back in to continue with the session. This option is configured in the security section of the CCPulse+ Application object by using either Genesys Administrator or Configuration Manager. The default value of 0 means that the feature is disabled. For more information about how to configure inactivity timeout, refer to the Genesys 8.0 Security Deployment Guide. For more information about how inactivity timeout functions in CCPulse+, refer to the Reporting 8.0 CCPulse+ Help. Default Value: 0 Valid Value: Any nonnegative integer Change Takes Effect: Upon restart
24
Reporting 8.0
Transport Layer Security Support

CCPulse+ supports secure data exchange among other Genesys components through the Transport Layer Security (TLS) protocol, which is an industry standard for secure communications over the Internet. All Genesys components are configured in Configuration Manager. To enable secure data exchange among the components, you must configure additional parameters in the Host objects, as well as in the Application objects that represent these components. For detailed instructions about how to add the TLS feature to existing connections of your Genesys configuration, including CCPulse+, see the Genesys 8.0 Security Deployment Guide.
Client-Side Port Definition

The client-side port definition feature enables you to control how CCPulse+ connects to various servers. This includes the ability to control the initial connection to a Configuration Server. Specifying client-side port is required when you want CCPulse+ to establish connections with servers behind a firewall that is configured to limit incoming connections to a well-defined set of client ports due to enhanced security considerations. CCPulse+ configures client-side port definition using the Network.ini file. This file resides in the CCPulse+ installation directory. The contents of this file are loaded during CCPulse+ startup, and are not reloaded. If the Network.ini file is modified, you must restart CCPulse+ to allow the changes to take effect. If the file does not exist, then client-side port definition will not be available. When CCPulse+ is about to connect to a server, CCPulse+ looks up the client-side parameters in the Network.ini file. If the appropriate information is found, CCPulse+ uses this in an attempt to connect. Otherwise, CCPulse+ attempts the connection as usual with the parameter selected automatically by Microsoft Windows.
Network.ini File
This section explains the details about the format of the Network.ini file. The file format is similar to the standard Microsoft Windows INI file, except that it does not have sections, instead it has key-value pairs. Each key-value pair in the Network.ini file should be formatted as follows:
target-host:target-port=[local-host]:local-port
25
target-hostthe name of the target host to which CCPulse+ connects.
Specify this name the same way that it is specified in the Host object in Configuration Manager and in the Host parameter in the login dialog. This parameter is case-insensitive. For example, myhost.mydomain.com, MYhOst.MyDoMaiN.com, and MYHOST.MYDOMAIN.COM all refer to the same host.
Note: You must specify the target-host name the same way that it is
specified in Configuration Server. For example, if the full host name is:
myserever.mydomain.com myserver myserver
But in Configuration Server it uses the short name: In the Network.ini file you also must also use the short name: In the above example, if the Network.ini file contains the full host name (myserever.mydomain.com), then client-side port definition will not work.
target-portthe port of the target server to which CCPulse+ connects.
This must be a valid TCP port number. Zero and negative values are not allowed.
local-hostthe local host address that will be used to establish the
connection with a specified target host and port. This is optional and only needs to be specified if the client machine has multiple network addresses. Skipping this step results in Microsoft Windows automatically selecting this parameter. In most cases (including VPN connections) this is acceptable.
local-portthe local port used to establish the connection with a
specified target host and port. This must be a valid TCP port number. Negative values are not allowed. A value of zero is allowed, but results in Microsoft Windows automatically selecting the port.
Note: CCPulse+ maintains two connections with Configuration Server,
which means you must configure two client-side ports for this server. This is done by creating two separate entries in the Network.ini file that contain the same remote host and port, but a different local port, for example:
myserver.mydomain.com:7000=myworkstation.mydomain.com:59000 myserver.mydomain.com:7000=myworkstation.mydomain.com:59001
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Reporting 8.0
CustomStatistic Section
CustomStatistic Section
The CustomStatistic section holds two configuration options that affect the display of custom statistics within the CCPulse+ interface. (See Table 3.) Table 3: Configuration Option for the CustomStatistic Section
Option ExtendedCurrentStatus Description Use this option to configure CCPulse+ to display reasons in the current state statistics that are provided through agent views. If this option is set to true, CCPulse+ displays the reasons for the current state statistic as one or more strings that are separated by semicolons. If it is set to false, the reasons for the current state statistics are not displayed. To implement this feature fully, you must also define the underlying stat type for agent current state statistics, as follows:
Category=CurrentTargetState MainMask=* Objects=Agent Subject=AgentStatus
This DNAction-based stat type enables Stat Server to provide data along with duration and actual status data. In Figure 4, the AgentStateReason view displays a reason of 1 for the agent Employee_ID_601 who is in the state NotReadyForNextCall. In this example, a threshold and action have also been applied to this statistic. For information on setting thresholds and actions, refer to the discussion starting on page 79. Table 19 on page 80 shows how to use reasons in thresholds. Default Value: false Valid Values: true, false Change Takes Effect: Upon restart MediaTypes This option populates the drop-down list of media types that are available in the Media Filter section of the Properties dialog box for the CurrentTargetState statistic category. Default Value: voice Valid Value: <comma-separated list of media types> (Example: voice,
email, voip)
Change Takes Effect: Upon restart
27
HistoricalView Section
Figure 4: CCPulse+ Displays Reason when Option Is Set to True
The HistoricalView section holds configuration options that affect the presentation of data in CCPulse+ historical views. The options in this section were designed after the DataMart ETL Service configuration options; thus, many cases, you can check your Genesys ETL Service configuration to determine the appropriate value for the corresponding CCPulse+ option. (See Table 4.) Table 4: Configuration Options for the HistoricalView Section
Option FirstDayOfWeek Description Use this option to specify the first day of the week for reports that have weekly intervals. Different counties begin the week on different days (for example, the first day of the week in the USA is Sunday, while the first day of the week in the Russia is Monday). If CCPulse+ is configured for historical reporting with weekly aggregation, please check your Genesys ETL Service Configuration to determine the appropriate value for this option. Note: Standard ISO-8601 assumes that the first day of the week is Monday. Default Value: Sunday Valid Values: Sunday-Saturday Change Takes Effect: Upon restart
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Reporting 8.0
Table 4: Configuration Options for the HistoricalView Section (Continued)

Option MinDayNumberInFirstWeek Description Use this option to specify how many days in the same week of the first week of the year should be included at a minimum. By default one day is included, which conforms to the United States and Russian week numbering rules. Please check your Genesys ETL Service Configuration to determine the appropriate value for this option. To emulate ISO-8601, configure this option to 4. Default Value: 1 Valid Values: 1-7 Change Takes Effect: Upon restart Note: This option is effective only when WholeWeeks is configured to
Yes.
NoAggregationInterval
This option specifies the time-interval resolution, in minutes, for nonaggregated data in your DataMart database. Configure this option only if you use a nonstandard data collection interval other than the default of 15 minutes. Default Value: 15 Valid Values: 1-1440 Change Takes Effect: Upon restart
TimeZone
This option enables daylight savings time for the specified time zone. Default Value: default Valid Values: GMT+HH, GMT+HHDST, GMT+HH:MM, GMT-HH:MM, GMT+HH:MMDST, GMT-HH:MMDST. The default value represents the default system settings from your current location, where HH is Hours (0-11), MM is Minutes (0-59), and DST will add Daylight Savings Time. Change Takes Effect: Upon restart
WholeWeeks
Use this option to specify whether CCPulse+ recognizes that DataMart is using whole weeks. Please check your Genesys ETL Service Configuration to determine the appropriate value for this option. Default Value: no Valid Values: yes, no Change Takes Effect: Upon restart
29
ObjectFormat Section
CCPulse+ release 8.0.1 introduces functionality that allows you to define how CCPulse+ objects are displayed in the workspace, in all views, and in the Extended Current Status pane. The ObjectFormat section holds configuration options that affect the display format of each CCPulse+ object type. The name of each option in the ObjectFormat section represents the available CCPulse+ object types and the corresponding description defines what can be formatted by using the format string. (See Table 5.) Table 5: Configuration Options for the ObjectFormat Section
Option ACDPosition Agent AgentGroup CallingList Campaign CampaignAgentGroup CampaignCallingList CampaignPlaceGroup Chat CoBrowse Dialer DN EMail Extension ExternalRoutingPoint Description This option defines the format of the ACD Position object. This option defines the format of the Agent object. This option defines the format of the Agent Group object. This option defines the format of the Calling List object. This option defines the format of the Campaign object. This option defines the format of the Campaign Agent Group object. This option defines the format of the Campaign Calling List object. This option defines the format of the Campaign Place Group object. This option defines the format of the Chat object. This option defines the format of the CoBrowsing object. This option defines the format of the S-Dialer object. This option defines the format of the DN object. This option defines the format of the E-mail object. This option defines the format of the Extension object. This option defines the format of the External Routing Point object.
ExternalRoutingPointInTheGroup This option defines the format of the External Routing Point object shown inside a group. Fax InteractionQueue This option defines the format of the Fax object. This option defines the format of the Interaction Queue object.
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Reporting 8.0
Table 5: Configuration Options for the ObjectFormat Section (Continued)

Option Place PlaceGroup Queue QueueGroup QueueInTheGroup Reason RoutingPoint RoutingPointGroup RoutingPointInTheGroup RoutingQueue RoutingQueueInTheGroup Script ServiceNumber ServiceNumberGroup ServiceNumberInTheGroup SimpleRouting Skill Switch Tenant Video VirtualQueue VirtualQueueInTheGroup VirtualRoutingPoint Description This option defines the format of the Place object. This option defines the format of the Place Group object. This option defines the format of the Queue object. This option defines the format of the Queue Group object. This option defines the format of the Queue object shown inside a group. This option defines the format of the Reason object. This option defines the format of the Routing Point object. This option defines the format of the Routing Point Group object. This option defines the format of the Routing Point object shown inside a group. This option defines the format of the Routing Queue object. This option defines the format of the Routing Queue object shown inside a group. This option defines the format of the Script object. This option defines the format of the Service Number object. This option defines the format of the Service Number Group object. This option defines the format of the Service Number object shown inside a group. This option defines the format of the Simple Routing object. This option defines the format of the Skill object. This option defines the format of the Switch object. This option defines the format of the Tenant object. This option defines the format of the Video object. This option defines the format of the Virtual Queue object. This option defines the format of the Virtual Queue object shown inside a group. This option defines the format of the Virtual Routing Point object.
31
Table 5: Configuration Options for the ObjectFormat Section (Continued)

Option VirtualRoutingPointInTheGroup VoiceTreatmentPort VoIP Description This option defines the format of the Virtual Routing Point object shown inside a group. This option defines the format of the Voice Treatment Port object. This option defines the format of the VoIP object.
You have the ability to format each CCPulse+ object by using a format string that consists of two parts: a. The field types, and their widths and formats on the screen.
Notes: This part of the format string is compatible with the C-language
printf function format argument. For more information, refer to
http://www.cplusplus.com/reference/clibrary/cstdio/printf/. The ; (semicolon) symbol is allowed to occur only at the END of the first part of the format string, and not at any other location in this part of the string. The semicolon symbol is used to indicate the end of the first part of the format string. b. The properties of the corresponding CCPulse+ object
Example: Formatting an Agent
%5s %5s %5s;EmployID, FirstName, LastName This formatting results in the following: Emplo, John Smith %6s %7s %5s;EmployID, FirstName, LastName This formatting results in the following: Employ, Jonatha Smith
If the ObjectFormat section is defined, but not all objects format strings are configured, CCPulse+ uses substitution rules. (See Table 6.) If the ObjectFormat section is not defined, CCPulse+ defaults to legacy formatting rules.
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Reporting 8.0
Substitution Rules
When a format string for an object type is not defined, CCPulse+ can substitute the format string for this object with a more general object type. For example, Extension can be substituted with the format string for DN. Otherwise, it defaults to legacy formatting rules. Table 6 lists the CCPulse+ format string substitutions. Table 6: CCPulse+ Format String Substitutions
Object Type ACD Position Agent Agent Group Calling List Campaign Campaign Agent Group Campaign Calling List Campaign Place Group Chat CoBrowsing DN E-Mail Extension External Routing Point DN No substitution. It displays as you format it by using the format string or defaults to legacy formatting rules. No substitution. It displays as you format it by using the format string or defaults to legacy formatting rules. No substitution. It displays as you format it by using the format string or defaults to legacy formatting rules No substitution. It displays as you format it by using the format string or defaults to legacy formatting rules Agent Group Calling List Place Group DN DN No substitution. It displays as you format it by using the format string or defaults to legacy formatting rules DN DN DN Substitution
External Routing Point in External Routing Point the Group Fax Interaction Queue DN Script
33
Table 6: CCPulse+ Format String Substitutions (Continued)

Object Type Place Place Group Queue Queue Group Queue in the Group Reason Routing Point Routing Point Group Routing Point in the Group Routing Queue Routing Queue in the Group S-Dialer Script Service Number Service Number Group Service Number in the Group Simple Routing Skill Substitution No substitution. It displays as you format it by using the format string or defaults to legacy formatting rules No substitution. It displays as you format it by using the format string or defaults to legacy formatting rules. No substitution. It displays as you format it by using the format string or defaults to legacy formatting rules No substitution. It displays as you format it by using the format string or defaults to legacy formatting rules Queue No substitution. It displays as you format it by using the format string or defaults to legacy formatting rules No substitution. It displays as you format it by using the format string or defaults to legacy formatting rules No substitution. It displays as you format it by using the format string or defaults to legacy formatting rules Routing Point DN Routing Queue DN No substitution. It displays as you format it by using the format string or defaults to legacy formatting rules No substitution. It displays as you format it by using the format string or defaults to legacy formatting rules No substitution. It displays as you format it by using the format string or defaults to legacy formatting rules Service Number Script No substitution. It displays as you format it by using the format string or defaults to legacy formatting rules
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Reporting 8.0
Storage Section
Table 6: CCPulse+ Format String Substitutions (Continued)

Object Type Switch Tenant Video Virtual Queue Virtual Queue in the Group Virtual Routing Point Virtual Routing Point in the Group Voice Treatment Port VoIP Substitution No substitution. It displays as you format it by using the format string or defaults to legacy formatting rules No substitution. It displays as you format it by using the format string or defaults to legacy formatting rules. DN No substitution. It displays as you format it by using the format string or defaults to legacy formatting rules Virtual Queue No substitution. It displays as you format it by using the format string or defaults to legacy formatting rules Virtual Routing Point DN DN
Storage Section
A storage is a file in which information of a specific type resides. CCPulse+ stores the following in separate storage files: Actions Templates Thresholds Workspaces
The Real-Time Reporting Wizard prompts you for values for these storages. As an alternate method, you can use Configuration Manager to configure storage locations in the Storage section of your CCPulse+ Application object. This is accomplished at the Options tab. Beginning with the 8.0 release, you can specify the format of CCPulse+ storages as one of the following:
CCPulse+ 7.x Storage, in Legacy (OLE storage format) which is provided
for backward compatibility

CCPulse+ Binary Data Files, in binary format, and CCPulse+ XML Data Files, in XML format
35
Storage Section
To enter a storage location within Configuration Manager: 1. Double-click the desired item in the Name column to open the Edit Option window. 2. In the Value text box, enter the full path and file name of the location in which the storage file should reside. 3. Click OK. The Storage list now displays the updated storage location.
Notes: The templates and works options must define valid and existing
storages in order to start the CCPulse+ application. If a storage location is to be shared by multiple users, ensure that all have access to it. Table 7: Configuration Options for the Storage Section
Type General Options Option DefaultStorageType Description Specifies which storage format that a CCPulse+ application uses. If this option is not defined or the value for it is specified incorrectly, CCPulse+ uses the default value, Legacy (OLE storage format). Valid values: Legacy, Binary, XML Default value: Legacy ActionsStorageFullPath
Options for CCPulse 7.x Storages
Defines the full path and name of the file in which CCPulse+ stores pre-8.0 actions. This option is retained for backward compatibility.
Defines the full path and the name of the file in which CCPulse+ stores pre-8.0 templates. This option is retained for backward compatibility. Defines the full path and the name of the file in which CCPulse+ stores pre-8.0 thresholds. This option is retained for backward compatibility. Defines the full path and the name of the file in which CCPulse+ stores pre-8.0 user workspaces. This option is retained for backward compatibility.
TemplatesStorageFullPath
ThresholdsStorageFullPath
WorkspacesStorageFullPath
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Reporting 8.0
Storage Section
Table 7: Configuration Options for the Storage Section (Continued)

Type Option BinActionsStorageFullPath Description
Options for CCPulse+ Binary Data Files
Defines the full path to the valid directory name in which CCPulse+ stores, in binary format, actions that result when an administrator clicks Finish in the Actions Wizard. This path must preexist and point to a valid path; CCPulse+ does not create this path if it does not exist. Defines the full path to the valid directory name in which CCPulse+ stores, in binary format, templates that result when an administrator creates a new template and clicks Finish in the Template Wizard. This path must preexist and point to a valid path; CCPulse+ does not create this path if it does not exist. Defines the full path to the valid directory name in which CCPulse+ stores, in binary format, thresholds that result when an administrator clicks Finish in the Threshold Wizard. This path must preexist and point to a valid path; CCPulse+ does not create this path if it does not exist. Defines the full path to the valid directory name in which CCPulse+ stores, in binary format, user workspaces. This path must preexist and point to a valid path; CCPulse+ does not create this path if it does not exist.
BinTemplatesStorage FullPath
BinThresholdsStorage FullPath
BinWorkspacesStorage FullPath
37
Storage Section
Table 7: Configuration Options for the Storage Section (Continued)

Type Option XMLActionsStorage FullPath Options for CCPulse+ XML Data Files Description
Defines the full path to the valid directory name in which CCPulse+ stores, in XML format, actions that result when an administrator clicks Finish in the Actions Wizard. This path must preexist and point to a valid path; CCPulse+ does not create this path if it does not exist. Defines the full path to the valid directory name in which CCPulse+ stores, in XML format, templates that result when an administrator creates a new template and clicks Finish in the Template Wizard. This path must preexist and point to a valid path; CCPulse+ does not create this path if it does not exist. Defines the full path to the valid directory name in which CCPulse+ stores, in XML format, thresholds that result when an administrator clicks Finish in the Threshold Wizard. This path must preexist and point to a valid path; CCPulse+ does not create this path if it does not exist. Defines the full path to the valid directory name in which CCPulse+ stores, in XML format, user workspaces. This path must preexist and point to ta valid path; CCPulse+ does not create this path if it does not exist.
XMLTemplatesStorage FullPath
XMLThresholdsStorage FullPath
XMLWorkspacesStorage FullPath
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Reporting 8.0
UserInterface Section
The UserInterface section holds configuration options with which you can specify how CCPulse+ is to display data in its interface. (See Table 8.) Table 8: Configuration Options for the UserInterface Section
Option DisableThresholdsDlg Description Use this option to enable contact-center operators who are configured as CCPulse+ Users, to set thresholds, or to prevent them from doing this. This option controls visibility of the Set Threshold menu item on the shortcut menu that is invoked when the user right-clicks a statistic or statistics group. Setting this configuration option has no meaning for users who are configured as CCPulse+ Administrators. Full threshold and action functionality is always available to CCPulse+ Administrators. Default Value: false Valid Values: true, false Change Takes Effect: Upon restart Note: This option is not present in the CCPulse+ template. EnableDNAliases Use this option to configure CCPulse+ to display either DN numbers or DN aliases in the CCPulse+ workspace. To display DN aliases, specify true for this options value. To display DN numbers, specify false. CCPulse+ synchronizes DN aliases with any changes you might make to a DN objects properties. Default Value: true Valid Values: true, false Change Takes Effect: Upon restart EnableXMLExport Use this option to allow users to make use of the Export to XML menu item on the CCPulse+ File menu. The Export to XML menu item enables users to export their workspaces in XML format to a location that they designate. If this option is set to the default value of false, this menu item will not appear on the File menu. The workspace that you export is for informational purposes only. CCPulse+ does not import information about workspaces from this file nor does the export affect the location of the workspaces storage. Default Value: false Valid Values: true, false Change Takes Effect: Upon restart
39
Table 8: Configuration Options for the UserInterface Section (Continued)

Option ShowAgentLoginID Description Use this option to configure CCPulse+ to display the agents login ID in the Extended Current Status window. Specify true to display login IDs, or false to hide them. This window might display n/a (for not applicable) in place of a login ID when the ID is unavailable, or the agent is logged out. This option does not apply to Agent Group objects or other object types. Default Value: true Valid Values: true, false Change Takes Effect: Upon restart ShowAgentSkills Use this option to configure CCPulse+ to display the skills associated with selected agents in the Extended Current Status window. Specify true to display agent skills or false to hide them. If no skills are defined in Configuration Manager or if skills have not been assigned to the selected agent(s) and ShowAgentSkills is set to true, CCPulse+ displays n/a (for not applicable) in the Extended Current Status window. The 7.0.1 release of CCPulse+ introduced a Skill icon ( ), which precedes the listing of skills in the Extended Current Status window. Default Value: false Valid Values: true, false Change Takes Effect: Upon restart ShowDurationBefore StatusName Use this option to affect the format in which CCPulse+ displays information about current status in the Views pane. If this option is set to true, CCPulse+ displays first the duration of a particular state, followed by the current state, by using the format: (hh:mm:ss) currstatus. If it is set to false, CCPulse+ first displays the name of the current status and then its duration: currstatus (hh:mm:ss). By default, CCPulse+ displays status duration after the current status, even if the option is absent from the configuration of your CCPulse+ Application object. Such placement facilitates sorting by current status should you want to use this functionality. (Incidentally, CCPulse+ does not allow you to sort by duration.) You might, however, prefer that duration precede current status. Figure 5 provides an illustration of this preference. Default Value: false Valid Values: true, false Change Takes Effect: Upon restart
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Reporting 8.0
Table 8: Configuration Options for the UserInterface Section (Continued)

Option ShowStatusReasons Description Use this option to configure CCPulse+ to display reason-code attached data. This data provides a hardware- or software-related reason for an objects current status and is associated with the agents that you select in the Extended Current Status window. CCPulse+ obtains this information from Stat Server, which, in turn, gets this information from one of two attributes that are supplied by each T-Server TEvent: Extensions attributeIts ReasonCode key (for hardware-related reasons). Reasons attribute (for data that is supplied by software such as the Genesys SoftPhone or ActiveX). Specify true to display the value of this reason code or false to hide it. Default Value: false Valid Values: true, false Change Takes Effect: Upon restart Reason codes apply only to the following noncall-related statuses: LoggedIn LoggedOut AfterCallWork Ready NotReady As reason codes are associated with a particular DN, CCPulse+ cannot display reason codes if the agent is not logged in to a DN. In addition, CCPulse+ cannot display reason codes if they are attached to a TEvent in other than the Reasons or Extension attributes. If T-Server attaches no data to the TEvent, CCPulse+ displays n/a (for not applicable) in the Extended Current Status window. The 7.0.1 release of CCPulse+ introduced a Reasons icon ( ), which precedes the listing of reasons in the Extended Current Status window. Refer to the Genesys 7 Events and Models Reference Manual for information about TEvent structure. Note: In some cases, CCPulse+ might show user data and business attributes; (for example, MediaType), in addition to actual reasons. Use a string for the reasons values; (for example, Lunch or Meeting), to separate actual reasons from possible non- reason data. Extended Current State window and Current state in the View can show reasons if enabled by the appropriate option.
41
View Section
Figure 5: CCPulse+ Displays Duration First when ShowDurationBeforeStatusName Is Set to True
View Section
The View section holds configuration options that affect the presentation of data in CCPulse+ views. (See Table 9.) Table 9: Configuration Options for the View Section
Option CurrentStateRefresh Interval Description This option specifies the time interval at which CurrentState statistics will be refreshed in the view. If the view does not contain any CurrentState statistics, CCPulse+ ignores this option. CCPulse+ adjusts any value specified over the maximum value to the maximum value. Note: If you enter a 0 (zero), a negative number, or any alphanumeric string, you will disable this setting. The current state duration will be not be refreshed until it receives an update from the Stat Server. Default Value: 5 (seconds) Valid Values: 0 to 86399 Change Takes Effect: Upon restart DelayBeforeRemoval This option specifies the number of seconds that logged-out agents remain visible, but in a dimmed (greyed out) state, in a real-time V/AG dynamic membership view, before CCPulse+ removes them from the view entirely. A value of 0 instructs CCPulse+ to immediately remove agents from the view; however, in reality, some small amount time could pass before the view is updated. CCPulse+ resets any value specified outside the range of valid values to 0. Default Value: 15 (seconds) Valid Values: 0 to 3600 Change Takes Effect: Upon restart
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Reporting 8.0
View Section
Table 9: Configuration Options for the View Section (Continued)

Option DisableCreateRemove Views Description Use this option to enable CCPulse+ Administrators to restrict the creation and removal of views by contact-center operators, or to prevent them from doing this. The setting of this configuration option has no meaning for users who are configured as CCPulse+ Administrators. Administrators can always create and/or remove views, regardless of this options setting. However, setting this value to true prevents agents who are configured as CCPulse+ Users from performing these actions. Default Value: false Valid Values: true, false Change Takes Effect: Upon restart Note: This option is not present in the CCPulse+ template. DisableHideShowActions OnGraph Use this option to enable or disable hide/show actions on the Graph view. Setting this configuration option will greatly reduce the time it takes for CCPulse+ to open a workspace with hide/show actions. Default Value: false Valid Values: true, false Change Takes Effect: Upon restart Note: This option is not present in the CCPulse+ template. DisableRowColVisibility Change Use this option to enable contact-center operators who are configured as CCPulse+ Users, to alter the visibility of rows and/or columns in the Table view, or to prevent them from doing this. In addition, if you set this configuration option to true, the shortcut menu items to hide and show rows and columns are disabled for CCPulse+ users. The setting of this configuration option has no meaning for users who are configured as CCPulse+ Administrators. Administrators can always hide and show rows and columns in the Table view and the corresponding shortcut menu items remain enabled, regardless of this options setting. Default Value: false Valid Values: true, false Change Takes Effect: Upon restart Note: This option is not present in the CCPulse+ template.
43
Workspace Section
Table 9: Configuration Options for the View Section (Continued)

Option MaxNumberOfAgents Description This option specifies the maximum number of agents that CCPulse+ displays in a real-time V/AG dynamic membership view regardless of the number of available agents or their current status. The default value that is provided in the CCPulse+ 7.5+ application template allows up to 75 agents in the display; this is also the value that CCPulse+ uses if this option is not set. CCPulse+ sets any value that is outside the range of valid values to 1. Default Value: 75 (agents) Valid Values: 1 to 450 Change Takes Effect: Upon restart
Workspace Section
The Workspace section holds configuration options that affect your CCPulse+ workspace. (See Table 10.) Note that because the options defined in this section are defined within the CCPulse+ Application object in Configuration Server, their settings affect all CCPulse+ instances that are configured to use the object. You cannot change these settings for every instance of CCPulse+ individually. Instead, you have to define a new Application object for each combination of configuration settings that you wish to set and then configure each instance to use the appropriate Application object. Table 10: Configuration Options for the Workspace Section
Option CurrentStateEnable Description Use this option to enable or disable the display of current status for all configuration objects that are selected for monitoring on the Call Center Objects pane. Consider using this option if you want to increase runtime performance of CCPulse+ and decrease startup time especially if you regularly open workspaces that contain a large number of objects. Default Value: true Valid Values: true, false Change Takes Effect: Upon restart
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Reporting 8.0
Workspace Section
Table 10: Configuration Options for the Workspace Section (Continued)

Option DisableAgentCurrentState Description Use this option to enable or disable the visibility of current-state information on individual agents in all CCPulse+ panes for contact-center operators who are configured as CCPulse+ Users. The visibility of current-state information for other object types remains unaffected by the setting of this option; instead, visibility is controlled by the CurrentStateEnable configuration option. In situations in which your configuration includes one-person agent groups, consider adding a pseudo Person object to these groups, to preserve an environment in which operators should not be able to obtain current-state information on individual agents. Setting this option also affects all contact-center operators configured as CCPulse+ Users who are logged into the same CCPulse+ application, by preventing the creation and displaying of other agent statistics. To restrict users on an individual basis, set the AgentStats registry setting on page 52. Setting this option has no meaning for users who are configured as CCPulse+ Administrators. Administrators can always create and/or display agent statistics and view current-state information on individual agents regardless of this options setting. However, setting this value to false prevents agents who are configured as CCPulse+ Users from performing the following actions:
Displaying agent status icons for agents in tree view. Creating historical and real-time views for individual agents. Creating historical and real-time views for members, and dynamic membership views for agent groups. Setting thresholds for agents. Displaying an extended status for individual agents. Displaying an extended status for agent groups.
Default Value: false Valid Values: true, false Change Takes Effect: Upon restart
45
Workspace Section

Option DisableThresholdsDlg Description Use this option to enable or disable contact-center operators who are configured as CCPulse+ Users, to set and/or remove thresholds. The setting of this configuration option has no meaning for users who are configured as CCPulse+ Administrators. Administrators can always set and/or remove thresholds, regardless of this options setting. However, setting this value to true prevents agents who are configured as CCPulse+ Users from performing these actions. Default Value: false Valid Values: true, false Change Takes Effect: Upon restart EnableAgentCapacity This option enables or disables the display of agent-capacity information per media in the Object tree of the CCPulse+ interface. Default Value: false Valid Values: true, false Change Takes Effect: Upon restart EnableAgentCapacityStatus This option, in conjunction with the EnableAgentCapacity configuration option, enables or disables the display of agent and agent group capacity information in the Object tree. If this option is set to true and the EnableAgentCapacity option is set to true, CCPulse+ displays agents capacity in the Object tree. If this option is set to false, or the EnableAgentCapacity option is set to false, CCPulse+ does not show capacity. Default Value: false Valid Values: true, false Change Takes Effect: Upon restart
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Reporting 8.0
Workspace Section

Option EnableAgentGroupCapacity Description This option, in conjunction with the EnableAgentCapacity and EnableAgentCapacityStatus configuration options, enables or disables the calculation of capacity per media for agent groups in the Object tree of the CCPulse+ interface. If this option is set to true and both the EnableAgentCapacity and EnableAgentCapacityStatus option are also set to true, CCPulse+ displays agent groups capacity in the Object tree. If this option is set to false, or either of the EnableAgentCapacity or EnableAgent CapacityStatus option are set to false, CCPulse+ does not show capacity. Agent group capacity is defined as the sum of the corresponding media capacity values for the agents in the group:
Group max capacity/current interactions/routable interactions = Sum (Agent max capacity/current interactions/routable interactions)
Note: Displaying agent group capacity will have a linear impact on CCPulse+ performance (depending on the number of calls that the group members receive). Default Value: false Valid Values: true, false Change Takes Effect: Upon restart IgnoreNewObjectNotifications Use this option to specify whether CCPulse+ should accept or ignore notifications from Configuration Server about newly created reportable objects. If this option is set to true, CCPulse+ ignores notifications of new objectsany new reportable objects will not appear in the workspace. If this option is set to false, new objects will appear instantly in the Call Center Objects pane. When the workspace is saved, these objects become a permanent part of the workspace, like the other configuration objects that were explicitly selected for monitoring when the workspace was initially created. Default Value: false Valid Values: true, false Change Takes Effect: Upon restart
47
Workspace Section

Option SafeScriptingMode Description Use this option to specify whether CCPulse+ will spawn a separate thread to execute VBScripts. If set to true, threshold and action VBScripts will be executed using a separate thread. This is a safe but slower method of operation. If set to false, all scripts will be executed using the main process, and the Timeout option, shown on the Threshold Creation and Action Creation pages of the Threshold and Action wizards (respectively), will become disabled. Figure 6 shows the bottom half of the Threshold Creation page with the timeout area disabled. Default Value: true Valid Values: true, false Change Takes Effect: Upon restart UseStatServerVirtualGroups Use this configuration option to control from where CCPulse+ gathers information about virtual agent group membershipfrom either Stat Server or Configuration Server. Stat Server enables you to specify a wider range of criteria in order to qualify virtual agent group membership. These criteria include a consideration of the ACD queue or switch into which an agent is logged in, skill expressions that are configured for the agent, and real-time data such as status. Configuration Server, on the other hand, uses skill expressions alone to determine group composition. Refer to Virtual Agent Groups in the Framework Stat Server Users Guide for additional information. If this option is set to true, CCPulse+ obtains information about group membership from Stat Server. If it is set to false, CCPulse+ obtains information from Configuration Server. Regardless of the setting of this option, please note that the new featurecreating dynamic agent- and virtual agent-group viewsuses Stat Server as the source for obtaining group membership. Refer to the Creating Dynamic Virtual/Agent Group Views topic in Reporting CCPulse+ Help for more information about dynamic views. Note: This feature is available only in the CCPulse+ real-time environment. CCPulse+ historical reporting does not capture dynamic changes to the content of virtual agents groups. Default Value: false Valid Values: true, false Change Takes Effect: Upon restart
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Reporting 8.0
Changing the Display of Dates and Time

Option WorkspaceAutoLoad Description This option determines whether CCPulse+ loads the last workspace used when CCPulse+ starts. If this option is set to true, CCPulse+ loads the workspace that you were using the last time that you closed CCPulse+, to enable you to bypass the explicit selection steps that are otherwise required. If it is set to false, CCPulse+ does not automatically load any workspace. CCPulse+ stores the name of the most recently used workspace in the Microsoft Windows registry. Default Value: true Valid Values: true, false Change Takes Effect: Upon restart
Figure 6: No Timeout Specification with SafeScriptingMode=False
Changing the Display of Dates and Time

CCPulse+ release 7.0.1 introduced functionality that allows you to define how time and dates appear in hourly and daily historical reports. Specify the desired format on the Date and Time tabs of your Control Panels Regional Settings, and CCPulse+ will automatically change its column-title display of your hourly and daily reports to the format that is specified. CCPulse+ also uses these regional settings for date and time formats on the Daily and Hourly Historical report titles. Figure 7 shows instances of two different hour-format settings. The first image uses a regional hour format of M/d/yy representing July 27, 2001 as 7/27/01. The second image uses the dd/MM/yyyy format and displays the same date as
27/07/2001.
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CCPulse+ Registry Settings
Figure 7: Different Hour-Format System Settings Reflected in Historical Daily Views
Figure 8 shows instances of two different time-format settings. The first image uses a regional time format of h:mm:ss tt, representing 4 oclock in the afternoon as 4:00:00 PM. The second image uses the HH:mm:ss format and displays the same time as 16:00:00. Although CCPulse+ accepts dynamic system changes of regional time and dates, if CCPulse+ is currently displaying a view when the change is made, you must deactivate and reactivate the view in order to observe its effect.
Figure 8: Different Time-Format System Settings Reflected in Historical Hourly Views

You can edit the AgentStats CCPulse+ configuration setting only by using the Microsoft Windows Registry Editor. Even though you can edit the FormatAgentInfo configuration setting using the Microsoft Windows Registry
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Reporting 8.0
Editor, Genesys recommends that you use the CfgApplication configuration option in the ObjectFormat section to set this value. Where applicable, Genesys recommends that you use the Settings menu option in CCPulse+ to set these values. However, if you prefer to configure these settings directly using the Registry, refer to the path information that is provided for each setting in the following table. (See Table 11.) You can no longer edit the following three CCPulse+ configuration settings by using the Microsoft Windows Registry Editor. They have been removed from the registry and moved to the Settings menu option under the Tools menu of the CCPulse+ interface:
GraphTitleFontSize GraphBkColor GraphAxisFontSize
Note: Unlike settings that are configured in the CCPulse+ Application object,
which apply to all CCPulse+ instances that use that application, registry key changes affect only the local workstation. Access the root for all these settings through the following path in the Registry:
HKEY_CURRENT_USER\Software\GCTI\CallCenter\
Configure your user interface by entering the desired value next to the appropriate key. (See Table 11.)
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Table 11: CCPulse+ Registry Settings

Registry Setting AgentStats Description Use this registry setting to enable CCPulse+ Administrators to prevent the creation and displaying of other agent statistics by contact-center operators who are configured as CCPulse+ Users on an individual basis. Setting the AgentStats registry setting has no meaning for users who are configured as CCPulse+ Administrators. Administrators can always create and/or display agent statistics, regardless of this setting. However, setting this value to RESTRICTED_STATS prevents agents who are configured as CCPulse+ Users from performing the following actions:
Displaying agent status icons for agents in tree view. Creating historical and real-time views for individual agents. Creating historical and real-time views for members, and dynamic membership views for agent groups. Setting thresholds for agents. Displaying an extended status for individual agents. Displaying an extended status for agent groups.
Setting the DisableAgentCurrentState configuration option under the Workspace section, on page 45 to true will also enable this functionality, but will affect all CCPulse+ users logged into the same CCPulse+ application. Setting the AgentStats registry setting to RESTRICTED_STATS on individual computers, enables this functionality on an individual user basis. Default Value: Depends on the DisableAgentStatus configuration option. If DisableAgentStatus =true, the default value of AgentStats is RESTRICTED_STATS. If DisableAgentStatus = false, the default value of AgentStats is FULL_STATS. Valid Values: RESTRICTED_STATS, FULL_STATS Path:HKEY_LOCAL_MACHINE\SOFTWARE\GCTI\CallCenter\VIEW_STATS value
AgentStats
DeltaAvgTime
Specifies the default value, in seconds, of the Insensitivity parameter for statistics in the Average Time category. Default Value: 2 Valid Values: 2600
Path: HKEY_CURRENT_USER\Software\GCTI\CallCenter\CUSTOM DEFINITION

DeltaCntCalls Specifies the default value, in seconds, of the Insensitivity parameter for statistics in the Current Number category. Default Value: 1 Appropriate Values: 1100 Path: HKEY_CURRENT_USER\Software\GCTI\CallCenter\CUSTOM DEFINITION
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Table 11: CCPulse+ Registry Settings (Continued)

Registry Setting DeltaTotalTime Description Specifies the default value, in seconds, of the Insensitivity parameter for statistics in the Total Time category. Default Value: 10 Valid Values: 10600 Path: HKEY_CURRENT_USER\Software\GCTI\CallCenter\CUSTOM DEFINITION FormatAgentInfo Specifies how CCPulse+ displays agent information on the Call Center Objects pane of the CCPulse+ main window. Default Value: Varies, depending on the language that is detected by your operating system Valid Values: Strings that contain any combination of the following parameters:
%n=Employee ID %F=First name %f=Abbreviated first name %L=Last name %l=Abbreviated last name
For example, if you have an agent who is named Vince Duncan and whose employee number is 9001, the following string:
FormatAgentInfo = %n-%f.%L
yields the following display:

9001 - V. Duncan
Note: Separate the parameters by using punctuation with which you want the elements to display.
Path: HKEY_CURRENT_USER\Software\GCTI\CallCenter\CUSTOM DEFINITION

HistoricalUpdate Frequency Specifies the default value, in seconds, of the Notification Frequency property for statistics in the ElapsedTimePercentage, RelativeTimePercentage, RelativeNumberPercentage, and TotalNumberInTimeRangePercentage categories. Default Value: 60 Valid Values: 60600 Path: HKEY_CURRENT_USER\Software\GCTI\CallCenter\CUSTOM DEFINITION
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Table 11: CCPulse+ Registry Settings (Continued)

Registry Setting IntervalForCurrent Update Description Specifies the default value, in seconds, of the Notification Frequency property for Current State and Current Number statistics. Default Value: 2 Valid Values: 2600 Path: HKEY_CURRENT_USER\Software\GCTI\CallCenter\CUSTOM DEFINITION NotifyEvery Specifies the default value, in seconds, of the Notification Frequency property for statistics. Default Value: 60 Valid Values: 601800 Path: HKEY_CURRENT_USER\Software\GCTI\CallCenter\CUSTOM DEFINITION
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Chapter
Historical Reporting Considerations for CCPulse+

This chapter discusses CCPulse+ historical reporting. It covers certain points to consider before you use CCPulse+ historical reporting functionality. Using this functionality is completely optional. If you intend to only use CCPulse+s real-time functionality, you do not have to connect CCPulse+ to a Data Mart and you can skip this chapter. If you are interested in employing CCPulse+s historical reporting functionality, read the following sections: Data Mart Connections, page 55 Composite Metrics, page 56 Column Names, page 56 The Last N Intervals Parameter, page 57 Historical Associations for Statistics, page 57 Propagation of Template Changes, page 57

Data Mart Connections

You must configure a Data Mart connection on the Connections tab of your CCPulse+ Application object. If CCPulse+ cannot connect to the Data Mart, it cannot perform any historical reporting. If you use the CCPulse+ Wizard to configure CCPulse+, you can specify a Data Mart application on the ETL Runtime window. Otherwise, you must update your CCPulse+ Application object manually.
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Chapter 4: Historical Reporting Considerations for CCPulse+
Composite Metrics
CCPulse+ does not maintain a constant connection to Data Mart. Instead, it connects for each request made and then disconnects until the next request. This functionality saves Data Mart resources.
Note: For CCPulse+, you can use a Data Mart that has only one active
Configuration Server defined to it. (Active indicates that Configuration Server has an ODS [Operational Data Storage] assigned to it within ETL Assistant.) If your Data Mart collects information from multiple Configuration Servers, you cannot use it with CCPulse+.
Composite Metrics
Prior to release 7.0, you could not use CCPulse+ to supply composite metrics in reportsexcept for those metrics already provided by the ready-to-use reports. To correct this shortcoming, the 7.0 release introduced a custom-formula capability, allowing you to define averages, percentages, and more. Refer to the Template Wizard topic in Reporting 8.0 CCPulse+ Help for information on how to use this feature.
Column Names
Data Mart stores information in folder templates that include only a single object (Agent, Place, Queue, and so on). However, in CCPulse+, you can create custom templates that include multiple compatible objects. To link object data stored in Data Mart, CCPulse+ identifies metrics by the Data Mart column name. For this to function properly, the Data Mart folder template for each object to be incorporated into the CCPulse+ template must include the identical column name used in the CCPulse+ template. Otherwise, data from the Data Mart template is omitted from the CCPulse+ template.
Warning! If more than one custom template uses the same column name to
specify different metrics, CCPulse+ might combine these metrics incorrectly. For more information about the Data Mart folder templates and column names provided in reports from Genesys solutions, refer to the Data Mart Folder Templates and Data Mart Composite Metrics sections in Chapter 6 of the Reporting Technical Reference Guide.
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The Last N Intervals Parameter
The Last N Intervals Parameter

CCPulse+ lets you select Last N Intervals as a time parameter for historical reporting. CCPulse+ searches for data in the N * (aggregation) intervals for the current time and then displays a maximum of N Intervals, depending on data availability. For example, if you request data from the last three weeks, CCPulse+ searches for data in the previous three-week interval, and then returns a maximum of three records. However, if the data collection for that object or metric ceased several months ago, CCPulse+ returns a null response. This optimization methodology prevents resource-intensive searches for data that exists at some unspecified point in the past. Refer to the CCPulse+ Performance section of the Reporting 7.5 Reference Manual to learn about other parameters that affect both real-time and historical performance. To retrieve such data, make a request for data from a specified set of dates.
Historical Associations for Statistics

You cannot set historical associations for custom report layouts until you complete the following: 1. Create a layout template by using Data Modeling Assistant (DMA) 2. Assign a specific column name to it. 3. Create and activate a report layout based on the new layout template. After the statistic has been propagated to Data Martwhich usually takes a few hoursyou can make the historical association in CCPulse+.
Note: CCPulse+ reads all available Data Mart metrics at start-up only. In
order for CCPulse+ to accept newly created or changed metrics, you must restart it.
Propagation of Template Changes

Earlier releases of CCPulse+ did not propagate to existing historical views any changes that you made to the underlying CCPulse+ historical template. Starting with the 7.0.2 release, however, CCPulse+ does propagate such changes upon reload of your workspace. This behavior now parallels how CCPulse+ propagates changes made to real-time templates.
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Propagation of Template Changes
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Reporting 8.0
Chapter
Server Connections to CCPulse+

Defined within the CCPulse+ Application is connection information about the following servers: Stat Server, for monitoring real-time data DB Server, for gathering historical data that is stored in Data Mart (optional connection)
CCPulse+ maintains connections with Configuration Server to retrieve information about CCPulse+ application configuration and call center objects. This chapter describes how CCPulse+ behaves when any of these server connections, or the connections to their designated backups, fails. This chapter also describes what actions you should take to regain full functionality under these circumstances.
Note: For information about the Genesys security feature, client-side port
definition, which controls and secures the connections between CCPulse+ and these servers, see Client-Side Port Definition on page 25. The scenarios in this chapter begin with a CCPulse+ session that has all of its connections established. For any number of reasons, the connections might subsequently failand in any orderto affect normal CCPulse+ operation.
This chapter contains the following sections: Configuration Server Connection Failure, page 60 Stat Server Connection Failure, page 62 DB Server Connection Failure, page 65
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Chapter 5: Server Connections to CCPulse+
Configuration Server Connection Failure

CCPulse+ maintains two persistent connections to Configuration Server (or Configuration Server Proxy, if so configured) upon login. If one of these connections is dropped, the CCPulse+ status bar instantly changes from CfgServer ONLine to CfgServer OFFLine, but the CCPulse+ application continues to function. A broken Configuration Server connection means that CCPulse+ cannot receive updates about changes to the configuration of contact-center objects such as: Object additions or deletions (for example, the addition/deletion of DNs, agents, and queues) that CCPulse+ would otherwise monitor. Group composition changes (for example, additions/deletions to agent groups and place groups).
Furthermore, you cannot open an existing workspace or create a new one if CCPulse+ has no connection to Configuration Server. With regard to changes that you make to the CCPulse+ Application object itself, CCPulse+ reads this information only upon startup; therefore, a Configuration Server disconnection after an initial successful connection affects CCPulse+s ability to read its own configuration only upon the next startup. In a failed Configuration Server connection, CCPulse+ silently executes its reconnection procedure: 1. CCPulse+ attempts to reconnect automatically 2. If CCPulse+ fails to reconnect automatically within the configured number of reconnect attempts, it displays the following message box in Figure 9, which prompts you to select one of the two options:

Yes No
Figure 9: Reconnection to Configuration Server Message
3. If you select Yes, CCPulse+ attempts again to reconnect to Configuration Server. An unsuccessful attempt returns CCPulse+ to Step 2 and this loop continues indefinitely while Configuration Server is down and you reclick Yes. A successful connection terminates the reconnection procedure, and CCPulse+ resumes its receipt of Configuration Server updates.
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4. If you select No, CCPulse+ terminates the reconnection procedure. and makes no further attempts to reconnect to either the primary or backup Configuration Server. 5. If a backup Configuration Server is configured, CCPulse+ attempts to connect to it a number of times, defined as follows: Half of the switchover count (rounded up) * all configured server reconnection attempts (for both primary and backup) Where: The switchover count is hardcoded at five attempts. All reconnection attempts include the reconnection values that are configured for both primary and backup Configuration Server applications. Figure 10 shows the Server Info tab of a configuration Server application in Configuration Manager, where this parameter is configured.
Figure 10: Number of Reconnection Attempts
6. If a backup Configuration Server is not configured, CCPulse+ will try to reconnect to the current Configuration Server using number of Reconnect Attempts configured for this application in the Configuration Manager. 7. For step 5 or step 6, the following message will appear in the status bar: Reconnecting to CfgServer (attempt X of Y).
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Stat Server Connection Failure
Upon a successful connection to either the primary or backup Configuration Server, the CCPulse+ status bar reads as follows:
Primary/Backup CfgServer ONLine
If, however, you opt to leave the reconnection loop without connecting to any Configuration Server, when Configuration Server (or its backup, if specified) does get back online, you must close and then reopen your workspace in order for CCPulse+ to acknowledge Configuration Server status and for CCPulse+ to receive Configuration Server updates. CCPulse+ checks the status of its connection to Configuration Server every time that a workspace is opened. CCPulse+s connection to Configuration Server can fail for a number of reasons, including the following: Someone closes Configuration Server or kills its process. Network problems break CCPulse+s connection to Configuration Server.
You can continue to use a previously opened and activated CCPulse+ workspace without a connection to Configuration Server; however, you cannot open or create a new workspace without this connection.

CCPulse+ maintains a continuous connection to Stat Server when there is an active workspace open. When this connection fails, the CCPulse+ status bar instantly changes from Primary/Backup StatServer ONLine to StatServer OFFLine, but the CCPulse+ application continues to function. A broken Stat Server connection means that: CCPulse+ cannot send requests for real-time statistics to Stat Server. CCPulse+ cannot receive real-time statistical updates from Stat Server. CCPulse+ cannot read changes to virtual group composition (if the UseStatServerVirtualGroups configuration option is set to true). You cannot apply thresholds or actions to real-time statistics (but you can still apply these to historical statistics). You cannot open the Extended Current Status window for any object. You cannot retrieve capacity information for any object.
In a failed Stat Server connection, CCPulse+ next silently executes its reconnection procedure. 1. CCPulse+ attempts to reconnect automatically 2. If CCPulse+ fails to reconnect automatically within the configured number of reconnect attempts, it displays the following message box in Figure 11, which prompts you to select one of the two options:

Yes No
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Figure 11: Reconnection to Stat Server Message
3. If you select Yes, CCPulse+ attempts again to reconnect to Stat Server. An unsuccessful attempt returns CCPulse+ to Step 2 and this loop continues indefinitely while Stat Server is down and you reclick Yes. A successful connection terminates the reconnection procedure, and CCPulse+ resumes its receipt of Stat Server updates. 4. If you select No, CCPulse+ terminates the reconnection procedure. and makes no further attempts to reconnect to either the primary or backup Stat Server. 5. If a backup Stat Server is configured, CCPulse+ attempts to connect to it a number of times, defined as follows: Half of the switchover count (rounded up) * all configured server reconnection attempts (for both primary and backup) Where: The switchover count is hardcoded at five attempts. All reconnection attempts include the reconnection values that are configured for both primary and backup Stat Server applications. Figure 12 shows the Server Info tab of a Stat Server application in Configuration Manager, where this parameter is configured.
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Figure 12: Number of Reconnection Attempts
6. If a backup Stat Server is not configured, CCPulse+ will try to reconnect to the current Stat Server using number of Reconnect Attempts configured for this application in the Configuration Manager. 7. For step 5 or step 6, the following message will appear in the status bar: Reconnecting to StatServer (attempt X of Y). If Stat Server restarts within the CCPulse+ reconnection loop, CCPulse+ resumes sending statistical requests to and receiving statistical updates from Stat Server, and the CCPulse+ status bar reads as follows:
Primary/Backup StatServer ONLine
If, however, no connection is made to Stat Server (or its backup, if specified) within the reconnection loop, when Stat Server does get back online, you must close and then reopen your workspace in order for CCPulse+ to acknowledge the connection and resume normal operation. CCPulse+ checks the status of its connection to Stat Server only when you open a workspace or upon execution of its reconnection procedure. CCPulse+s connection to Stat Server can fail for a number of reasons including the following: StatServer becomes overloaded. Someone closes Stat Server.
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DB Server Connection Failure
Someone kills the Stat Server process. Network problems break CCPulse+s connection to Stat Server.
You can continue to use a previously opened and activated CCPulse+ workspace without a connection to its Stat Server; although this mode of operation is not particularly useful. However, you cannot open or create a new workspace without this connection.

CCPulse+ does not maintain a continuous connection to the DB Server for Data Mart (via its database access point). Instead, CCPulse+ connects to this server on a request-by-request basis, such as when you refresh or create an historical view. As a result, CCPulse+ has no reconnection procedure for DB Server. CCPulse+ either succeeds in connecting to DB Server for each request or it does not. If CCPulse+ cannot connect to DB Server, CCPulse+ silently attempts to connect to its backup (if one is designated) in order to access the Data Mart database. This means that you receive no notification of connection failure. If this backup is not running or if one is not configured, CCPulse+ does not receive the historical information that is requested, and your historical view, for example, displays no data. Under these circumstances, you can continue to use CCPulse+ for reporting real-time data that is gathered directly from Stat Server, provided that this server is running. As soon as DB Server is back online, you will not need to close or reopen the workspace to regain historical reporting. Merely re-request the historical information that you sought by reopening the related historical view. CCPulse+s automatic connection to a designated backup DB Server is a feature that was introduced in the 7.0.2 release.
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Chapter
Using Custom Statistics

When you are creating or modifying templates, you can build custom statistics from the templates basic statistics by constructing your own formulas through the use of JScript. A basic statistic has assigned to it a Stat Server stat type definition. This chapter includes the following topics: Identifying Custom Statistics, page 67 Using JScript Language, page 68 Referencing Basic Statistics, page 68 Using Predefined Objects in Formulas, page 70 Formatting the Results, page 76

Identifying Custom Statistics

In the CCPulse+ interface, you can distinguish basic statistics (which are predefined in CCPulse+ templates) from custom statistics, as well as if your statistics have been hidden, by the appearance of the icon that precedes the statistic name in the Predefined Statistics window of the Templates Wizard. Both basic and custom statistics can be hidden during template creation by using the Templates Wizard: denotes a basic statistic. denotes a custom statistic. denotes a hidden basic statistic. denotes a hidden custom statistic. Figure 13, for example, shows six basic statistics and five custom statistics, some of which are hidden, from a Callback Queue template in a cutaway of the Predefined Statistics window.
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Chapter 6: Using Custom Statistics
Using JScript Language
Hidden Statistics
CCPulse+ release 8.0.1 introduces functionality that allows you to hide both basic and custom statistics by using the Templates Wizard. Hidden statistics are identified by the appearance of the hidden icon that precedes the statistic name (see page 67). These hidden icons, along with basic and custom statistic icons, are displayed in the Predefined Statistics window of the Templates Wizard (see Figure 13). There are three options from which to choose when you are hiding statics: Hide in All ViewsHides the custom statistic in any type of view (tree, table, or graph) for CCPulse+ users, and locks the statistic for CCPulse+ administrators. The main purpose of these statistics is to receive data that can be viewed and used in formulas. Hide in Table ViewHides the custom statistic in table view. The corresponding statistic is hidden, but it can be shown at any time in table view. Hide in Graph ViewHides the custom statistic in graph view, but it will still be visible in other views.
Administrators can use the Hide in Graph View option to increase the performance of CCPulse+ views by hiding insignificant statistics in graph views. For detailed information about how to hide custom or basic statistics, refer to the Reporting 8.0 CCPulse+ Help.
Using JScript Language

CCPulse+ supports the JScript language for the custom statistics you define. As a result, you can use the arithmetic operators and delimiters available in this language, including: + / * . ? : == ( ) ; != += Refer to your JScript documentation for a description of these operators and syntax guidelines.
Referencing Basic Statistics

CCPulse+ uses the following syntax for referencing basic statistics in formulas:
ccpulse.group(StatisticGroupName).statistic(StatisticName);
The trailing semicolon is optional. CCPulse+ includes the name of the statistic group to distinguish the statistic, in case another statistic of the same name exists in another statistical group. If either StatisticGroupName or StatisticName contains no spaces, CCPulse+ drops the corresponding group and statistic delimiters, the parentheses, and the double quotes:
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Referencing Basic Statistics
ccpulse.StatisticGroupName.StatisticName
Example 1 demonstrates the definition of the All Entered custom statistic, which is provided in the Callback Queue template. Example 1 The Callback Queue template (which is provided with the Voice Callback [VCB] option) makes use of several custom statistics. Figure 13 shows a cutaway of CCPulse+s Predefined Statistics window and many of this templates statistics. The Requested Statistics list in this window contains the templates categorization of statistic groups and statistics, and it highlights one custom statistic in particular, All Entered, which belongs to the Total Entered statistic group.
Note: Figure 13 contains hidden statistics (CB Entered, Live Distributed,
EWT, CB EWT, and AWT). For more information about hidden statistics,
see page 68.
Figure 13: The Predefined Statistics Window
When you open the properties of the All Entered statistic, CCPulse+ opens the ActiveX Scripting Expression dialog box and displays the statistics formula. Figure 14 on page 70 provides a cutaway of the ActiveX Scripting Expression dialog box, which shows that the definition of All Entered is based on two basic statistics, CB Entered and Live Entered, both of which belong to the Total Entered group.
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Using Predefined Objects in Formulas
Figure 14: Definition of the All Entered Custom Statistic

In the calculation of custom statistics, you can use qualitative information about a statistic other than its value by applying the state, dn, and/or Action predefined objects within the formula. Example 4 on page 74 provides an expansive example that uses the state predefined object in a formula.
Status-Related Information
To obtain information about the current status of a statistic in a formula, use the state predefined object and its properties (see Tables 12 and 13). To activate this functionality, be sure to set the ExtendedCurrentStatus configuration option to True and to define the statistics underlying stat type appropriately. The description of the option on page 27 provides these details.
Table 12: Properties of the state Object for AgentState

Property type Type String Description Type of state object. In the 7.5.x release, extended current status information is provided only for Agent and Agent Group objects. Genesys recommends that you validate an objects type property as AgentState before using other properties of this object. If the state object is not available, the value of the type property is undefined. In this case, all other properties of the state object will be unavailable, which may result in errors. StartTime OLE Date Coordinated Universal Time (UTC) date and time when the current status was established. Suitable for use in the Date object that is available in the JScript. Current status name, as provided by Stat Server.
EmployeeID, usually set within Configuration Server.
Status AgentID PlaceID LoginID
String String String String
ID of the place where the agent is logged in. Login ID used by the agent.
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Table 12: Properties of the state Object for AgentState (Continued)

Property DNs Type Collection Description Contains information about the DNs used by or available to the agent. The list can be iterated by using Enumerator object (available in Jscript) to obtain specific DN data. Refer to the GetDNState function in Example 2 for an example on how to use this property. The list can also be accessed using the Count property and the Value function. Contains the collection of capacity items for an agent. Each capacity item contains the following properties: MediaType, CurrentInteractions, RoutableInteractions, and MaxInteractions (see Table 14). To return this collection of capacity items, set the EnableAgentCapacity [Workspace] configuration option to true.
Capacities
Collection
Table 13: Properties of the state Object for AgentGroupState

Property type Type String Description Type of state object. In the 7.5.x release, extended current status information is provided only for Agent and Agent Group objects. Genesys recommends that you validate an objects type property as AgentGroupState before using other properties of this object. If the state object is not available, the value of the type property is undefined. In this case, all other properties of the state object will be unavailable, which may result in errors. StartTime OLE Date UTC date and time when the current status was established. Suitable for use in the Date object that is available in the JScript. Name of the agent group. Contains the collection of capacity items for an agent group. Each capacity item contains the following properties:
MediaType, CurrentInteractions, RoutableInteractions,
AgentGroupID Capacities
String Collection
and MaxInteractions (see Table 14). To return this collection of capacity items, set the EnableAgentGroupCapacity [Workspace] configuration option to true.
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Table 14 provides a description of the properties of the Capacities items. Table 14: Properties of the Capacity Items
Property MediaType CurrentInteractions RoutableInteractions MaxInteractions Type String Integer Integer Integer Description The name of the media. The number of current interactions. The number of available routable interactions. The maximum number of interactions.
The formula script can count the Capacities collection by using either the enumerator or the index (for example, by using .value(index) method). The number of capacity items are available through the .Count property. Certain capacity items for specific media are also available by using .value("media_name"); for example, var voice_capacity = state.Capacities. Values("voice"). Refer to Example 2 and Example 3. Example 2 The following is an example of the formula script for Agents:
if(state.type == "AgentState") { var i, item, s = ""; for(i = 0; i < state.Capacities.Count; i++) { item = state.Capacities.Value(i); s += item.MediaType; s += "(" + item.CurrentInteractions + "," + item.MaxInteractions + "," + item.RoutableInteractions + "),"; } result.Text = s; } else result.Text = "n\\a";
Example 3 The following is an example of the formula script for Agent Groups:
if(state.type == "AgentGroupState") { var i, item, s = ""; for(i = 0; i < state.Capacities.Count; i++) {
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Reporting 8.0
item = state.Capacities.Value(i); s += item.MediaType; s += "(" + item.CurrentInteractions + "," + item.MaxInteractions + "," + item.RoutableInteractions + "), "; } result.Text = s; } else result.Text = "n\\a";
Note: In the CCPulse+ workspace, the Graph view displays only one number
current capacity per media.

DN-Related Information
To obtain DN-related information in a formula, use the DN predefined object with its properties listed in Table 15. This object can only be used in conjunction with the state predefined object. Table 15: Properties of the DN Object
Property type DNType DN StartTime Type String String String Long Description This string contains the value DNState. The directory numbers type, such as Position, Extension, or Chat. The directory number. Greenwich Mean Time (GMT) date and time when current status has been established. Suitable for use in the Date object available in the JScript. Current status name of the directory number as provided by Stat Server. The switchs identification number, as registered in Configuration Server, to which the DN belongs. Contains information about the list of actions currently occurring at a DN. DNs can hold several simultaneous actions. The list can be iterated by using Enumerator object (available in Jscript) to obtain specific agent data. Refer to the GetAction function in Example 4 for an example showing how to use this property.
Status SwitchID Actions
String String Collection
Action-Related Information
To obtain action-related information use the Action predefined object and its properties described in the Table 16. This object can only be used in
73
conjunction with DN predefined object. Please note that the names of masks can coincide with the names of statuses. Table 16: Properties of the Action Object
Property type Action StartTime Type String String Long Description This string contains the value Action. Name of the action, such as those listed on page 84 without the SDNA, SRPA, or SCMPA prefixes. GMT date and time when this action has been established. Suitable for use in the Date object available in the JScript.
Example 4 The following example illustrates how you can use the state predefined object within a customized statistics formula to determine an agents current state:
result.Text = GetAgentState(); function GetAgentState() { if(state.type != "AgentState") return "n/a"; var r = "(" + FormatDate(state.StartTime) + ") "; r += state.AgentID; r += " [Place: " + state.PlaceID; r += " Login: " + state.LoginID + "]"; r += ", Status: " + state.Status; r += "; DNs: "; for(var e = new Enumerator(state.DNs); !e.atEnd(); e.moveNext()) { r += GetDNState(e.item()); } return r; } function FormatDate(dateVal) { var dateObj = new Date(dateVal); return dateObj.getHours() + ":" + dateObj.getMinutes() + ":" + dateObj.getSeconds(); } function GetDNState(dn) { var r = "(" + FormatDate(dn.StartTime) + ") "; r += dn.DN;
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Reporting 8.0
r += " [Switch: " + dn.SwitchID; r += ", Type: " + dn.DNType + "], Status: " + dn.Status; r += "; Actions: " for(var e = new Enumerator(dn.Actions); !e.atEnd(); e.moveNext()) { r += GetAction(e.item()) + " "; } return r; } function GetAction(a) { var r = "(" + FormatDate(a.StartTime) + ") "; r += a.Action; return r; }
The information that CCPulse+ returns is the same information that appears in the Extended Current Status window when requested for Agent objects. Figure 15 illustrates sample data returned in the Example 4 script. Note that the time information returned from running the script reflects startup time (the time that the current status occurred)not duration as shown in the Extended Current Status window.
Figure 15: Example 4 Results.
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Formatting the Results

CCPulse+ enables you to specify the meaning of the result CCPulse+ returns for custom statistics:
result.Duration = formula Displays the returned result in hh:mm:ss format. result.Long = formula
Displays the returned result in integer format.

result.Float = formula
Displays the returned result in floating-point format.

result.Text = formula
Displays the returned result in string format. If you omit the result object from the formula, CCPulse+ might not return the result as you expect it. For example, if you try to calculate duration based on a set of time statistics that you create, and if you do not use result.duration in your formula, CCPulse+ might return a Long value and not apply the hh:ss:mm or other time format. Figure 14 on page 70 illustrates the use of result.Long in the definition of the All Entered statistic.
Displaying Capacity Information

CCPulse+ provides two options for formatting the Capacities collection of statistics in the table and graph views.You can: Enter a user-defined format string (see Table 17). Select a predefined format (see Table 18).
To chose either option, from the Statistic dialog window in the CCPulse+ Template Wizard: Select the media for which CCPulse+ will display the capacity information.
Note: The list of available media is populated by the values set for the
MediaTypes configuration option. See Chapter 3 for more
information on this option. Select the media format from the drop-down menu, or enter a user-defined format.
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Figure 16 shows the predefined formats in a cutaway of the Statistic dialog box.
Note: Capacity information is available in the CurrentAgentTargetState or
CurrentAgentGroupTargetState
statistic (CurrentTargetState
statistical category).
.
Figure 16: Cutaway of the Statistic Dialog Box
Table 17 lists the placeholder values for which you can substitute a user-defined sting. Note that you must preface the strings entered with a % sign. Table 17: User-Defined Format Strings for Capacity Information
Placeholder %media %m %c %r Type String Description Displays the name of the media in a single cell.
Single integer Displays the maximum interactions in a single cell. Single integer Displays the current interactions in a single cell. Single integer Displays routable interactions in a single cell.
Table 18 lists the predefined formats you can select from a drop-down menu of format choices.
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Table 18: Predefined Formats for Capacity Information

Format Example Description
%media(%c, %m, %r) voice(0, 3, 3) Displays media name, current interactions, maximum interactions, and routable interactions in a single cell. This is the default format. %c, %m, %r 0, 3, 3 Displays current interactions, maximum interactions, and routable interactions in a single cell delimited by commas. Displays current and routable interactions in a single cell delimited by commas. Displays the current interactions. Displays the routable interactions. Displays the maximum interactions.
%c, %r
0, 3
%c %r %m
0 3 3
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Chapter
7
Overview
Thresholds and Actions

By linking thresholds and actions, you can configure CCPulse+ so that it performs a specific action whenever the criteria that you set in a threshold definition are met. This chapter contains the following sections: Overview, page 79 Predefined Objects, page 80 Predefined Thresholds, page 85 Predefined Actions, page 92

This chapter presents the predefined: Objects that you can use in the threshold and action VBScripts to create and edit thresholds and actions. Thresholds that are installed with CCPulse+. Actions that are installed with CCPulse+.
All existing thresholds and actions that are applied to the root level of a view are propagated automatically to any new objects that are added to the view. You do not have to apply thresholds manually to statistics of newly added objects. You can add a customized threshold to a statistic of a specific contact-center object, even if there is a pre-existing threshold applied at the root level. In this case, the customized threshold will take precedence. Any changes to the root-level threshold will not affect a statistic with a customized threshold. A new icon will designate the associated customized threshold. For instructions on using the Threshold Wizard and Action Wizard to create and edit thresholds and actions, and for information on associating thresholds and actions for specific contact-center objects, see the Reporting 7.5 CCPulse+ Help.
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Predefined Objects
Predefined Objects
Use the predefined objects listed and described in Table 19 to modify the predefined CCPulse+ thresholds and actions or to create new ones using the CCPulse+ Threshold and/or Action wizards. Table 19: Predefined Objects for Use in Threshold and Action Scripts
Object Threshold Use this object to set and retrieve the data used in threshold calculation, which is available in both threshold and action scripts. Result Boolean Contains the result of the execution of a threshold script. If the result is not set in the script, it is assumed to be False. Example: Threshold.Result = True StatValue Variant Contains the current value of the statistic to which the threshold script is applied. Example: If (Threshold.StatValue = x) then ... StatAlias String Alias of the statistic, as defined in the template. Note: The alias is an empty string if a threshold is applied to a configuration object in the main tree. ActionDelay Integer Used to delay action execution by n seconds. If the threshold script that set this value is executed again before its actions are completed, and the result is False, action execution is canceled. This allows for so-called duration thresholds, the actions of which are executed if a certain condition is True for the amount of time specified. Example scenario: The value of a statistic changes. CCPulse+ executes the Threshold1 script, which contains an action delay of 10 seconds. The script returns a True value. You can expect CCPulse+ to execute the associated actions 10 seconds later. If the value of the same statistic changes 5 seconds later, CCPulse+ re-executes the Threshold1 script. If the script returns False, CCPulse+ cancels execution of the delayed actions. If there is no statistic changes before the 10 seconds elapse, CCPulse+ executes the actions, thereby showing that a particular condition was True for the duration of 10 seconds. Example: Threshold.ActionDelay = 10 Type Description
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Table 19: Predefined Objects for Use in Threshold and Action Scripts (Continued)
Object ActionDelay (continued) Type Description Note: ActionDelay functionality is based on the duration of Current Status onlynot Current Status and Reason together, unless status and reason are coupled together at the moment of an actual change in Current Status. To obtain the correct time duration when Current Status and Reason are coupled together, you can configure your statistic to use the CurrentTime statistical category with a specific status mask that is filtered by a specific reason. StatReasons String Use this read-only property to evaluate reasons in threshold and action scripts. The following threshold script illustrates how you can use this property when it is applied to an agent CurrentState statistic:
If (Threshold.StatValue = StatAction.SDNANotReadyForNnextCall and Threshold.StatReasons = Lunch) then Threshold.Result = True end if
Note that reasons and action codes can appear only for following agent states: LoggedIn AfterCallWork NotReadyForNextCall WaitForNextCall
Reasons can originate from more than one source (T-Server, hardware, or other), and they can be provided to CCPulse+, via Stat Server, in string or integer format. CCPulse+ converts all reasons to string format, separating each with a semicolon (;). To effectively evaluate the concatenated string, the CCPulse+ Administrator might have to parse it using VBScript. Configuration Object Properties These represent the primary properties of any configuration object (also available in action scripts). CFGTenantDbid Long tenant dbid Example: Threshold.CFGTenantDbid CFGDbid Long object dbid Example: Threshold.CFGDbid CFGObjectID String object ID Example: Threshold.CFGObjectID
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Object CFGType Type Integer Description Type of object (short CfgObjectType enumeration value, for instance, value 4 means CFGPlace). The enumeration values for the available object types are as follows: Switch1 DN2 Person3 Place4 AgentGroup5 PlaceGroup6 Example: Threshold.CFGDNGroup CCPulse+ support for the CFGScript predefined object was introduced in the 7.0.1 release. CCPulseNotifier Use this object to send notifications to CCPulse+ (also available in action scripts). SetColor Color: Integer Notifies CCPulse+ of a color change. A member of the Color object can be passed as a parameter. Example: CCPulseNotifier.SetColor(Color.Red). Or a user-defined RGB value can be passed instead. Example: CCPulseNotifier.SetColor(RGB(50,50,50)). For further information about the RGB function, consult your Visual Basic Script (VBScript) documentation. Note: You must set color commands for color names using the English language. ResetColor N/A Notifies CCPulse+ that the color of the object (set by SetColor) should be reset to its original color. Example: CCPulseNotifier.ResetColor Hide Show N/A N/A Use this operation to hide a configuration object in the Call Center Objects pane or Tree view, depending on the threshold application. Use this operation to show a configuration object on the Call Center Objects pane, the Tree view, and the Graph view. Used to display an object that was previously hidden using the Hide action associated with a different threshold. Tenant7 Script12 DNGroup17 CallingList26 Campaign27
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Object Color (Enumeration Object) The properties of this object are constant RGB values that you can use with the SetColor and ResetColor methods (also available in action scripts). Some commonly used color codes are listed below. Examples:
CCPulseNotifier.SetColor(Color.Red) or CCPulseNotifier.SetColor(RGB(255,0,0))
Type
Description
The following commands (and their corresponding RGB values) are available with the Color object: Red Blue Green DarkRed DarkGreen Cyan DarkCyan Magenta DarkMagenta Yellow White Black Gray DarkGray RGB (255,0,0) RGB (0,0,255) RGB (0,255,0) RGB (128,0,0) RGB (0,128,0) RGB (0,255,255) RGB (0,128,128) RGB (255,0,255) RGB (128,0,128) RGB (255,255,0) RGB (255,255,255) RGB (0,0,0) RGB (192,192,192) RGB (128,128,128)
Note: You must set color commands for color names using the English language.
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Object StatAction (Enumeration Object) The properties of this object are the names of the DNs, route points, and campaign actions as described in the statistics library (available only in threshold scripts). Example: if ( Threshold.StatValue = StatAction.SDNALoggedIn ) then ...
Current Status Name Current State Value
Type
Description
SDNAWaitForNextCall SDNACallDialing SDNACallRinging SDNANotReadyForNextCall SDNACallUnknown SDNACallConsult SDNACallInternal SDNACallOutbound SDNACallInbound SDNALoggedOut SDNACallOnHold SDNANotMonitored SDNAMonitored SDNALoggedIn SDNAOnHook SDNAOffHook SDNAAfterCallWork SRPANotMonitored SRPAMonitored SRPANotReadyForNextCall SDNAASM_Engaged SDNAASM_Outbound SRPAWaitForNextCall SRPACallWait SCMPAStatusDeactivated SCMPAStatusActivated SCMPAStatusRunning
4 6 7 8 18 19 20 21 22 23 13 0 1 2 3 5 9 0 1 2 16 17 13 9 0 1 2
Each Current Status has an associated Current State value which is constant. The prefixes in the listing to the left mean the following: DNADirectory Number Action RPARouting Point Action CMPACampaign Action The S prefix on each indicates that the item is a Stat Server entity (rather than an entity of Configuration Server or any other server). Elsewhere within the CCPulse+ interface, these actions appear without these prefixes. Example: if
(Threshold.StatValue=StatAction. SDNANotMonitored) then ... Threshold.Result=True end if
CCPulse+ executes the corresponding action script when the selected DN statistic achieves NotMonitored status. Note: ASM is a reference to the Active Switching Matrix call model used in conjunction with predictive dialing in the Outbound Contact solution. Refer to Genesys Outbound Contact documentation for further details.
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Predefined Thresholds
This section describes the following threshold scripts which are provided with each Genesys solution:
AgentLoggedIn AgentLoggedOut CampaignActivated CampaignDeactivated ExactValue ExactValueWDuration GreaterThanLimit GreaterThanLimitWDuration LessThanLimit LessThanLimitWDuration
LessThanSpecifiedLimit NotEqual NotEqualWDuration NotReadyForNextCall OutOfRange OutOfRangeWDuration WithinRange WithinRangeOfValues WithinRangeWDuration
The purpose of providing these scripts is to demonstrate how you might apply thresholds within your own CCPulse+ environment. The scripts and threshold definitions are identical for each Genesys solution and are stored in a file that is named thresholds.stg.
Note: Because these are sample scripts, it is likely that their absolute values
have little significance within your environment. You are encouraged to modify them to more meaningful values.
How to Use Thresholds

The following discussion assumes that you are familiar with the VBScript programming language and with the CCPulse+ predefined objects that are described in Predefined Objects on page 80. To be effective, you must use thresholds in conjunction with actions. When using thresholds and actions, keep in mind the following points: CCPulse+ executes associated actions only if the threshold returns a True result. This means that you cannot create a threshold to perform one action if its result is True and another action if its result is False. With CCPulse+, you can apply more than one threshold to a statistic. You can have one threshold call the first action, the second threshold call the second action, and so on. You can apply one or more actions to a particular threshold. You can apply a chain of thresholds to a particular statistic.
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CCPulse+ executes the thresholds in the order you set in the Threshold/Action Association dialog box. The first threshold returning a True result stops the launch of all remaining thresholds in the chain. Any attached action(s) will be run in the order set. The next statistics value repeats the process. You can also use object linking and embedding (OLE) automation objects within threshold scripts, because VBScript allows this.
Note: It is not recommended to use OLE objects with either a GUI-like
appearance or with dialog boxes that require explicit user confirmation. And, starting with release 7.2, you can configure the SafeScriptingMode option to specify whether CCPulse+ spawns a separate thread to execute VBScripts. Refer to SafeScriptingMode on page 48 for more information about this option.
Real-World Example
Consider the following business scenario, which uses thresholds and actions to aid a CCPulse+ operator in managing a queue named ClientQueue. Management has decided that 5 calls or fewer waiting in ClientQueue is the desired situation; 10 or more calls waiting represents an alarming condition; and anywhere in between is acceptable. Three custom thresholds, UnderCapacity, AtCapacity, and OverCapacity, have been applied to the CallsWaiting statistic, which is a statistic that is monitored for ClientQueue. The custom thresholds are defined as follows: UnderCapacity
if Threshold.StatValue < 5 then Threshold.Result = true end if
AtCapacity
if Threshold.StatValue >= 5 and Threshold.StatValue < 10 then Threshold.Result = true end if
OverCapacity
if Threshold.StatValue >= 10 then Threshold.Result = true end if
A color action is assigned to each threshold to change the background color of a table cell holding the CallsWaiting statistic when CCPulse+ evaluates the
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threshold to be True. The UnderCapacity threshold triggers the SetGreen action. AtCapacity triggers the SetYellow action, and OverCapacity triggers the SetRed action. Now CCPulse+ users have a visual cue to quickly assess ClientQueue performance.
Explanations of the Predefined Thresholds

For each predefined threshold, this section gives the VBScript and the object types to which you can apply it.
Note: Some of these scripts include numbers by default. These numbers are
intended simply to indicate where to insert a value in the script. You must replace these numbers with ones suited to your environment. AgentLoggedIn This threshold script returns a True value when the agent is logged inthat is, when CCPulse+ receives the Logged In status from Stat Server.
if Threshold.StatValue = StatAction.SDNALoggedIn then Threshold.Result = true end if
Used with the Agent object.

Note: Stat Server reports to its clients the highest ranking status of an object.
After an agent logs in, his/her status almost immediately changes from Logged In to Ready or Not Ready, which holds a higher ranking. Hence, the threshold script above is rarely tripped even though an agent may be logged in for quite some time. For this reason, Genesys recommends that you revise your script to reflect the condition when agents have not logged out:
if Threshold.StatValue <> StatAction.SDNALoggedOut then Threshold.Result = true end if
AgentLoggedOut The threshold returns a True value when the agent is logged out.
if Threshold.StatValue = StatAction.SDNALoggedOut then Threshold.Result = true end if
Used with the Agent object.
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Using the Hide action with this threshold removes the logged out agent from the Table view as well as the Tree view.
Note: This functionality does not apply to the Graph view.
CampaignActivated This threshold script returns a True value when the Campaign object has been activated.
if Threshold.StatValue = StatAction.SCMPAStatusActivated then Threshold.Result = true end if
Used with the Campaign object. CampaignDeactivated This threshold script returns a True value when the Campaign object has been deactivated.
if Threshold.StatValue = StatAction.SCMPAStatusDeactivated then Threshold.Result = true end if
Used with the Campaign object. ExactValue This threshold script returns a True value if the value of the statistic to which the threshold is applied equals the value you set. By default, the value is set to 3.
if Threshold.StatValue = 3 then Threshold.Result = true else Threshold.Result = false end if
ExactValueWDuration This threshold script returns a True value if the value of the statistic to which the threshold is applied equals the value you set. By default, this value is set to 3. If True, CCPulse+ executes the associated action a specified number of seconds later. By default, ActionDelay is set to 10.
if Threshold.StatValue = 3 then Threshold.ActionDelay = 10 Threshold.Result = true else Threshold.Result = false end if
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GreaterThanLimit This threshold script returns a True value if the value of the statistic to which the threshold is applied is greater than the value you set. By default, this value is set to 10.
if ( Threshold.StatValue > 10) then Threshold.Result = True else Threshold.Result = False end if
GreaterThanLimitWDuration This threshold script returns a True value if the value of the statistic to which the threshold is applied is greater than the value you set. By default, this value is set to 10. If True, CCPulse+ executes the associated action a specified number of seconds later. By default, ActionDelay is set to 10.
if Threshold.StatValue > 10 then Threshold.ActionDelay = 10 Threshold.Result = True else Threshold.Result = False end if
LessThanSpecifiedLimit This threshold script returns a True value if the value of the statistic to which the threshold is applied is less than the value you set. By default, this value is set to 777.
if (Threshold.StatValue < 777) then Threshold.Result = True else Threshold.Result = False end if
Used with the Calling List object. LessThanLimit This threshold script returns a True value if the value of the statistic to which the threshold is applied is less than the value you set. By default, this value is set to 10.
if ( Threshold.StatValue < 10 ) then Threshold.Result = True else Threshold.Result = False end if
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LessThanLimitWDuration This threshold script returns a True value if the value of the statistic to which the threshold is applied is less than the value you set. By default, this value is set to 10. If True, CCPulse+ executes the associated action a specified number of seconds later. By default, ActionDelay is set to 10.
if Threshold.StatValue < 10 then Threshold.ActionDelay = 10 Threshold.Result = True else Threshold.Result = False end if
NotEqual This threshold script returns a True value if the value of the statistic to which the threshold is applied equals any nonnull value other than the value you set. By default, this value is set to 3.
if Threshold.StatValue <> 3 then Threshold.Result = true else Threshold.Result = false end if
NotEqualWDuration This threshold script returns a True value if the value of the statistic to which the threshold is applied equals any nonnull value other than the value you set. By default, this value is set to 3. If True, CCPulse+ executes the associated action a specified number of seconds later. By default, ActionDelay is set to 10.
if Threshold.StatValue <> 3 then Threshold.ActionDelay = 10 Threshold.Result = true else Threshold.Result = false end if
OutOfRange This threshold script returns a True value if the value of the statistic to which the threshold is applied lies outside the range of values between the values you set. By default, these values are set to 5 and 10.
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if Threshold.StatValue < 5 Or Threshold.StatValue > 10 then Threshold.Result = true else Threshold.Result = false end if
OutOfRangeWDuration This threshold script returns a True value if the value of the statistic to which the threshold is applied lies outside the range of values between the values you set. By default, these values are set to 5 and 10. If True, CCPulse+ executes the associated action a specified number of seconds later. By default, ActionDelay is set to 10.
if Threshold.StatValue < 5 Or Threshold.StatValue > 10 then Threshold.ActionDelay = 10 Threshold.Result = true else Threshold.Result = false end if
WithinRange This threshold script returns a True value if the value of the statistic to which the threshold is applied lies exclusively between the values you set. By default, these values are set to 5 and 10.
if Threshold.StatValue > 5 and Threshold.StatValue < 10 then Threshold.Result = true else Threshold.Result = false end if
WithinRangeOfValues This threshold script returns a True value if the value of the statistic to which the threshold is applied lies exclusively between the values you set. By default, these values are set to 50 and 1000.
if Threshold.StatValue > 50 and Threshold.StatValue < 1000 then Threshold.Result = true else Threshold.Result = false end if
WithinRangeWDuration This threshold script returns a True value if the value of the statistic to which the threshold is applied lies exclusively between the values you set. By default, these values are set to 5 and 10. If True, CCPulse+ executes the associated
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action a specified number of seconds later. By default, ActionDelay is set to 10.

if Threshold.StatValue > 5 and Threshold.StatValue < 10 then Threshold.ActionDelay = 10 Threshold.Result = true else Threshold.Result = false end if
Predefined Actions
Actions enable CCPulse+ to alert you when a particular condition has been met with respect to a statistics value. This section describes the following action scripts which are provided with each Genesys solution:
ActiveWebBrowser ExecuteProcess Hide
ResetColor SetColor Show
state WAVAudioAlert
SendE-MailWithCDO
PCSpeakerAudioAlert
This section provides the information that you need to customize the action scripts to meet your contact-center requirements. The scripts are identical for each Genesys solution and are stored in a file that is named actions.stg. Actions have little meaning outside the context of their associated thresholds. Therefore, review Predefined Thresholds on page 85 and see the Threshold/Action Association topic in the Reporting 8.0 CCPulse+ Help.
How Actions Function

The results of actions persist until CCPulse+ evaluates the result of the associated threshold to be False. For example, if you have used the SetColor action to apply a Green color when the value of TotalCalls is greater then 100, the Green color persists until the value of TotalCalls falls below 100. In this example:
TotalCalls is the targeted statistic. GreaterThan100 is the applied threshold. SetColorGreen is the thresholds associated action.
The following discussion assumes you are familiar with the VBScript programming language and with the CCPulse+ predefined objects described in Predefined Objects on page 80.
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Explanations of the Predefined Actions

In the descriptions that follow, the term targeted statistic refers to the statistic to which CCPulse+ applies the actions associated threshold. ActivateWebBrowser This action opens Microsoft Internet Explorer and navigates to the specified URL. Use the following script format:
Dim Browser Set Browser = CreateObject("InternetExplorer.Application.1") Browser.Navigate("www.genesyslab.com") Browser.Visible = True
ExecuteProcess The sample that is provided uses a COM component that is defined in the
GsSampleTE Objects.DLL file. The source code for this file is included in the
CCPulse+ installation package. For this script to work, you must compile it by using Visual Basic.
Note: This sample is provided as is for your reference. Although every
effort has been taken to ensure that this sample functions correctly, Genesys does not offer product support for it. To create the Genesys File System object (FSObject) and execute a script, use the following script:
Set FSObject = CreateObject("GsSampleTEObjects.GsActionFSObject") FSObject.Execute("C:\Program Files\Plus!\Microsoft Internet\iexplore.exe")
This example opens Microsoft Internet Explorer within Windows NT. Hide This action hides the object to which the actions associated threshold has been assigned on the Call Center Objects pane, in the Tree view, and in the Grid view (the row that contains the specified statistic). CCPulse+ hides the object when the conditions set for the associated threshold are True. The object remains hidden unless you configure a second threshold/action combination for the targeted statistic using an alternative threshold condition and the Show action.
CCPulseNotifier.Hide
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PCSpeakerAudioAlert This action uses a COM component that is defined in the GsSampleTEObjects.DLL file. The source code for this file is included in the CCPulse+ installation package. For this script to work, you must compile it by using Visual Basic. To create the Genesys Sound object, use the following script:
Set SoundObject = CreateObject("GsSampleTEObjects.GsActionSoundObject") SoundObject.Beep
ResetColor This action sets to its default color the background color of the table cell that contains the targeted statistic.
CCPulseNotifier.ResetColor
SendE-MailWithCDO Preinstall Microsoft Outlook 98 or Microsoft Exchange Server version 5.5 to execute the following script.
Dim msgBody Dim thresholdInfo msgBody="A mail from the CCPulse+ threshold engine!"+vbNewLine thresholdInfo="StatValue:"+CStr(Threshold.StatValue)+vbNewLine+ "StatAlias:"+CStr(Threshold.StatAlias)+vbNewLine+ "CFGTenantDbid:"+CStr(Threshold.CFGTenantDbid)+vbNewLine+ "CFGDbid:"+CStr(Threshold.CFGDbid) + vbNewLine + "CFGObjectID:"+CStr(Threshold.CFGObjectID)+vbNewLine+ "CFGType:"+CStr(Threshold.CFGType)+vbNewLine SendMail "","",msgBody+thresholdInfo,"Alarm notification from CCPulse+" Sub SendMail(profile,recipient,message,subject) Dim objSession, objAddrEntry, oInbox, colMessages, oMessage, colRecipients, oRecipient Set objSession = CreateObject("MAPI.Session") objSession.Logon profile,"",True,False,0, False Set Set Set Set Set objAddrEntry = objSession.CurrentUser oInbox = objSession.Inbox colMessages = oInbox.Messages oMessage = colMessages.Add() colRecipients = oMessage.Recipients
If recipient = "" Then colRecipients.Add objAddrEntry
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Else colRecipients.Add End If colRecipients.Resolve
recipient
oMessage.Subject = subject oMessage.Text = msg oMessage.Send objSession.Logoff Set objSession = nothing End Sub
SetColor This action sets to whatever color you choosefor example, dark redthe background color of the table cell that contains the targeted statistic.
CCPulseNotifier.SetColor( Color.DarkRed )
You can modify this action script to use any of the CCPulse+ predefined colors, or you can specify a custom color in RGB formatfor example:
CCPulseNotifier.SetColor( RGB( 7, 77, 177 ) )
The available predefined colors are the following: Blue DarkGray DarkCyan
Green Red White Black Gray
DarkRed, Yellow DarkYellow DarkGreen Cyan
DarkBlue Magenta DarkMagenta
Show This action displays or makes reappear the targeted object in the Call Center Objects pane, in the Tree view, and in the Graph view (the row that contains the specified statistic). The object remains visible unless you configure a second threshold/action combination for the targeted statistic by using an alternative threshold condition and the Hide action.
CCPulseNotifier.Show
state This action returns information about an agents state at a particular DN including when the status began, the agents ID, the login ID, and the status that occurs at the DN:
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result.Text = GetAgentState(); function GetAgentState() { if(state.type != "AgentState") return "n/a"; var r = "(" + FormatDate(state.StartTime) + ") "; r += state.AgentID; r += " [Place: " + state.PlaceID; r += " Login: " + state.LoginID + "]"; r += ", Status: " + state.Status; r += "; DNs: "; for(var e = new Enumerator(state.DNs); !e.atEnd(); e.moveNext()) { r += GetDNState(e.item()); } return r; } function FormatDate(dateVal) { var dateObj = new Date(dateVal); return dateObj.getHours() + ":" + dateObj.getMinutes() + ":" + dateObj.getSeconds(); } function GetDNState(dn) { var r = "(" + FormatDate(dn.StartTime) + ") "; r += dn.DN; r += " [Switch: " + dn.SwitchID; r += ", Type: " + dn.DNType + "], Status: " + dn.Status; r += "; Actions: " for(var e = new Enumerator(dn.Actions); !e.atEnd(); e.moveNext()) { r += GetAction(e.item()) + " "; } return r; } function GetAction(a) { var r = "(" + FormatDate(a.StartTime) + ") "; r += a.Action; return r; }
WAVAudioAlert You can implement COM objects by using Visual Basic or C++. The sample that is provided uses a COM component that is defined in the GsSampleTEObjects.DLL file. The source code for this file is included in the
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CCPulse+ installation package. For this script to work, you must compile it by using Visual Basic.
Note: This sample is provided as is for your reference. Although every
effort has been taken to ensure that this sample functions correctly, Genesys does not offer product support for it. To create the Genesys Sound object, use the following script:
Set SoundObject = CreateObject("GsSampleTEObjects.GsActionSoundObject") CreateObject("GsSampleTEObjects.GsActionFSObject")
Specify the full path to a .WAV file in order to play itfor example:
SoundObject.PlaySoundFile (c:\winnt\media\tada.wav)
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Chapter
Measuring CCPulse+/Stat Server Traffic

If your environment places CCPulse+ and Stat Server on different local area networks (LANs), you might be interested in determining the impact of CCPulse+/Stat Server traffic on your wide area network (WAN). This chapter shows how you can approximate CCPulse+/Stat Server traffic flow and includes the following sections: Determining Factors, page 99 The Number of Requests, page 99 The Number of Responses, page 100 The Size of One Request/Response, page 100

Determining Factors
Traffic between CCPulse+ and Stat Server is dependent on many factors, including: The speed of both computers. The number of requests and responses in the data stream. Network speedfor example, a network operating at 100 Mbits/second might yield poor performance.
The data stream is dependent on how fast your network operates. Obviously, a fast network prevents many traffic problems.
The Number of Requests

The traffic specifically from CCPulse+ to Stat Server depends on: The number of statistics requested by CCPulse+ views.
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The Number of Responses
The number of monitored agents, agent groups, places, place groups, queues, groups of queues, routing points, and groups of routing points in the CCPulse+ workspace. CCPulse+ issues one current state request for each.
Moreover, if you request the extended current status for particular object, CCPulse+ requests current state information for the entire status tree of that object which includes subordinate objects. For the extended current status of an agent group, for example, CCPulse+ also receives the current state for all agents, places, DNs, and DN actions within that group. Thus, any formula measuring the number of requests is dependent on the content of a particular workspace and the objects for which you requested the extended current status.
The Number of Responses

The traffic specifically from Stat Server to CCPulse+ is dependent on the notification mode specified for each statistic along with each request. There are four types of notification modes: Change-basedStat Server sends the current value whenever the value of the statistic significantly changes. A statistics Insensitivity setting determines what a significant change in value is. Higher Insensitivity settings typically reduce network traffic, but they also reduce reporting accuracy because values are not updated as frequently. Time basedStat Server sends the current value every x seconds, in accordance with the specified notification frequency. Lower notification frequencies reduce network traffic, but they also affect the availability of data in real time. For instance, instead of having updates every 2 seconds, a lower frequency specification may provide updates every 60 seconds. Reset basedStat Server sends the current value right before setting it to 0. No notificationStat Server sends a response only when you issue a Peek Statistic request.
Depending on which notification mode you define for each statistic, Stat Server might send no response, one response, or constant responses. In addition to these four notification modes, the user can request updates at any time by using the Peek Statistics feature. Refer to the Framework 8.0 Stat Server Users Guide for further information about statistics.
The Size of One Request/Response

Except for extended current status requests and responses, the size of each statistical request and response is fixed and significantly less than 256 bytes. The response size is variable for extended current status requests and depends on the object type and subject parameter of the request.
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Chapter
Troubleshooting
This chapter presents some scenarios that you might have to troubleshoot while using CCPulse+ and suggests possible solutions for each. If you are experiencing difficulties with your CCPulse+ application, browse the following list for the resolutions to some commonly encountered issues. If you continue to have problems after reviewing this chapter and verifying that your hardware is functioning properly and that your CCPulse+ configuration settings are correct, contact Genesys Technical Support. These issues are covered in this chapter: Agents Having Trouble Logging In, page 101 Wizards Are Disabled, page 102 Import/Export Utility Is Disabled, page 102 No DB Server Connection Error Message, page 103 Agents Missing from Call Center Objects Pane, page 103 General SQL Server Error Message, page 104 Agents Cannot Monitor Agent Activity, page 104 Sudden Stat Server Disconnection, page 104 Stat Server Missing from New Workspace, page 105 No Historical Associations Error Messages, page 105 Cannot Recover Workspace, page 105 Cant View Multi-Tenant Data, page 106

Agents Having Trouble Logging In

Confirm that the user name and password are correct, keeping in mind that both are case-sensitive. Confirm that the Settings fields on the CCPulse+ Configuration Server tab are entered correctly.
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Chapter 9: Troubleshooting
Wizards Are Disabled
Wizards Are Disabled

In Configuration Manager, check that you have been assigned the rank of Administrator. CCPulse+ disables the Template, Threshold, and Action wizards for persons with no rank, or with the rank of User. Figure 17, for example, shows that Administrator ranking is being added to the properties of Agent 7005, who previously had no assigned ranking.
Figure 17: Adding Administrator Ranking to Agent Properties
Import/Export Utility Is Disabled

In Configuration Manager, check that you have been assigned the rank of Administrator (see Figure 17). CCPulse+ disables the Import/Export Utility for persons with no rank, or with the rank of User.
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Reporting 8.0
No DB Server Connection Error Message
No DB Server Connection Error Message

If you receive the error message shown in Figure 18, verify in Configuration Manager that you have correctly configured the database access point to the Data Mart in the CCPulse+ Application object.
Figure 18: No DB Server Connection Error Message
Agents Missing from Call Center Objects Pane

When selecting object types in the Configuration Wizard, select the IncludeAll (Type:Agent) check box. See Figure 19. Be sure that agents have been set up properly in Configuration Manager. See the Configuration Wizard topic in Reporting 7.5 CCPulse+ Help for more information.
Figure 19: Object Instances
103
General SQL Server Error Message
General SQL Server Error Message

General SQL Server error: Check messages from the SQL Server. Invalid column name ... .
The most probable cause of this error message is that your Data Mart has not been upgraded to release 6.5 or later. To use 6.5 (or later) CCPulse+ templates, you must upgrade all Reporting components to release 6.5 or later. For more information, refer to the Reporting chapters of the Genesys Migration Guide or the Configuring Genesys Solution Reporting chapter of the Reporting 8.0 Deployment Guide.
Agents Cannot Monitor Agent Activity

Reinstall CCPulse+. At the Question dialog box, shown in Figure 20, click Yes to enable operators to monitor agent statistics.
Figure 20: Allowing Users to Monitor Agent Statistics
Refer to Installing Real-Time Reporting in the Reporting 7.5 Deployment Guide for more information.
Sudden Stat Server Disconnection

Aberrant behavior may result when these events in CCPulse+ occur simultaneously: Stat Server is suddenly disconnected. Connection to the backup Stat Server cannot be established. The current workspace has been changed.
If the StatServer disconnected error message appears, click OK. When the Would you like to save your workspace? message appears, click one of the following:
Yes, to save your current workspace but not your data. No, to clear both workspace and data. Cancel, to save the data but not the workspace.
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Reporting 8.0
Stat Server Missing from New Workspace
Stat Server Missing from New Workspace

You must specify a Stat Server to which CCPulse+ is to connect. In Configuration Manager, check the Connections tab on the Properties dialog box of your CCPulse+ Application object to ensure the correct Stat Server is listed.
No Historical Associations Error Messages

If you are creating a historical view, and you receive the error message shown in Figure 21, verify that you have entered an associated historical statistic for each applicable real-time statistic you are using.
Figure 21: No Data Available Error Message
If you are trying to create a historical view, and you receive the error message in Figure 22, confirm that you have correctly configured your Data Mart database access point in the CCPulse+ Application object.
Figure 22: No Historical Associations Error Message
Cannot Recover Workspace

Under the very rare circumstance when your workspace becomes corrupt, CCPulse+ will not enable you to recover it. Instead, if you try to open the workspace, CCPulse+ displays the following error message:
Workspace [name] corrupted! It cannot be recovered. Please delete.
A workspace can become corrupt, for instance, if it was previously only partially saved as is the case when the related CCPulse+ process is killed
105
Cant View Multi-Tenant Data
during the save operation or given file system problems. For this reason, Genesys recommends that you periodically back up your storage (*.stg) files.
Cant View Multi-Tenant Data

The tenant to which a user belongs and the whether the user can view environment-level data is determined by how the user was originally defined to Configuration Server. CCPulse+ will display data for only those tenants that are monitored by the specific Stat Server application to which CCPulse+ is connected.
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Reporting 8.0
Supplements
Related Documentation Resources

The following resources provide additional information that is relevant to this software. Consult these additional resources as necessary.
Reporting
Reporting 8.0 CCPulse+ Help, which describes how to navigate the CCPulse+ interface, operate the wizards, create templates and views, and associate actions to specific thresholds that you might set. The Reporting 8.0 Deployment Guide, which will help you configure, install, start, stop, and uninstall your Reporting environment. This guide also provides instructions for setting up CCPulse+ administrators and users. The Framework 8.0 Stat Server Users Guide, which will help you understand statistics configuration. The Reporting 8.0 Reference Manual, which provides general information about performance measurements, how Reporting behaves during time shifts, and how to set up custom reports for skills-based and partial-period reporting. The Reporting 8.0 Master Index, which will help you find where other related topics are documented.
Genesys
Genesys Technical Publications Glossary, which ships on the Genesys Documentation Library DVD and which provides a comprehensive list of the Genesys and computer-telephony integration (CTI) terminology and acronyms used in this document. Genesys Migration Guide, which ships on the Genesys Documentation Library DVD, and which provides documented migration strategies for Genesys product releases. Contact Genesys Technical Support for more information.
107
Related Documentation Resources
Release Notes and Product Advisories for this product, which are available on the Genesys Technical Support website at http://genesyslab.com/ support.
Information about supported hardware and third-party software is available on the Genesys Technical Support website in the following documents: Genesys Supported Operating Environment Reference Manual Genesys Supported Media Interfaces Reference Manual Genesys Interoperability Guide, which provides information on the compatibility of Genesys products with various Configuration Layer Environments; Interoperability of Reporting Templates and Solutions; and Gplus Adapters Interoperability. Genesys Database Sizing Estimator 8.0 Worksheets, which provides a range of expected database sizes for various Genesys products.
Consult these additional resources as necessary:
For additional system-wide planning tools and information, see the releasespecific listings of System Level Documents on the Genesys Technical Support website, accessible from the system level documents by release tab in the Knowledge Base Browse Documents Section. Genesys product documentation is available on the: Genesys Technical Support website at http://genesyslab.com/support. Genesys Documentation Library DVD, which you can order by e-mail from Genesys Order Management at [email protected].
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Reporting 8.0
Document Conventions
This document uses certain stylistic and typographical conventions introduced herethat serve as shorthands for particular kinds of information.
Document Version Number

A version number appears at the bottom of the inside front cover of this document. Version numbers change as new information is added to this document. Here is a sample version number:
80rt_ad_ccpulse+_12-2011_v8.0.100.00
You will need this number when you are talking with Genesys Technical Support about this product.
Screen Captures Used in This Document

Screen captures from the product graphical user interface (GUI), as used in this document, may sometimes contain minor spelling, capitalization, or grammatical errors. The text accompanying and explaining the screen captures corrects such errors except when such a correction would prevent you from installing, configuring, or successfully using the product. For example, if the name of an option contains a usage error, the name would be presented exactly as it appears in the product GUI; the error would not be corrected in any accompanying text.
Type Styles
Table 20 describes and illustrates the type conventions that are used in this document. Table 20: Type Styles
Type Style Used For Italic Document titles Emphasis Definitions of (or first references to) unfamiliar terms Mathematical variables Examples Please consult the Genesys Migration Guide for more information. Do not use this value for this option. A customary and usual practice is one that is widely accepted and used within a particular industry or profession.
Also used to indicate placeholder text within code samples or commands, in the special case The formula, x +1 = 7 where angle brackets are a required part of the where x stands for . . . syntax (see the note about angle brackets on page 110).
109
Table 20: Type Styles (Continued)

Type Style Used For Monospace font (Looks like teletype or
typewriter text)
Examples
All programming identifiers and GUI elements. Select the Show variables on screen check box. This convention includes: The names of directories, files, folders, configuration objects, paths, scripts, dialog boxes, options, fields, text and list boxes, operational modes, all buttons (including radio buttons), check boxes, commands, tabs, CTI events, and error messages. The values of options. Logical arguments and command syntax. In the Operand text box, enter your formula. Click OK to exit the Properties dialog box. T-Server distributes the error messages in
EventError events.
If you select true for the inbound-bsnscalls option, all established inbound Code samples. calls on a local agent are considered Also used for any text that users must manually business calls. enter during a configuration or installation Enter exit on the command line. procedure, or on a command line. Square A particular parameter or value that is optional smcp_server -host [/flags] brackets ([ ]) within a logical argument, a command, or some programming syntax. That is, the presence of the parameter or value is not required to resolve the argument, command, or block of code. The user decides whether to include this optional information. Angle brackets (< >) A placeholder for a value that the user must specify. This might be a DN or a port number specific to your enterprise. Note: In some cases, angle brackets are required characters in code syntax (for example, in XML schemas). In these cases, italic text is used for placeholder values.
smcp_server -host <confighost>
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Reporting 8.0
Index
Symbols
[] (square brackets). . . . . . . . . . . . . . 110 < > (angle brackets) . . . . . . . . . . . . . 110 ActivateWebBrowser action . . . . . . . . . . 93 agent group capacity calculation. . . . . . . . . . . . . . . . . . 47 performance . . . . . . . . . . . . . . . . 47 agent login troubleshooting problems . . . . . . . . . 101 AgentGroupID property . . . . . . . . . . . . 71 AgentID property. . . . . . . . . . . . . . . . 70 AgentLoggedIn threshold . . . . . . . . . . . 87 AgentLoggedOut threshold . . . . . . . . . . 87 AgentStats customizing in Registry . . . . . . . . . . . 52 angle brackets . . . . . . . . . . . . . . . . 110 audience . . . . . . . . . . . . . . . . . . . . 8
A
Action object properties Action . . . . . . . . . . . . . . . . . . . . 74 StartTime . . . . . . . . . . . . . . . . . . 74 type . . . . . . . . . . . . . . . . . . . . . 74 Action property . . . . . . . . . . . . . . . . 74 ActionDelay object in threshold scripts . . . . . . . . . . . . . 80 actions ActivateWebBrowser . . . . . . . . . . . . 93 CCPulseNotifier in . . . . . . . . . . . . . . 82 CFGDbid object . . . . . . . . . . . . . . . 81 CFGObjectID object . . . . . . . . . . . . . 81 CFGTenantDbid object . . . . . . . . . . . 81 CFGType object . . . . . . . . . . . . . . . 82 color enumeration objects . . . . . . . . . . 83 configuration objects . . . . . . . . . . . . 81 example . . . . . . . . . . . . . . . . . . . 92 ExecuteProcess . . . . . . . . . . . . . . . 93 explanation of predefined actions . . . . . . 93 Hide . . . . . . . . . . . . . . . . . . . . . 93 Hide object . . . . . . . . . . . . . . . . . 82 PCSpeakerAudioAlert . . . . . . . . . . . . 94 ResetColor . . . . . . . . . . . . . . . . . 94 ResetColor object . . . . . . . . . . . . . . 82 SendE-MailWithCDO . . . . . . . . . . . . 94 SetColor . . . . . . . . . . . . . . . . . . . 95 SetColor object . . . . . . . . . . . . . . . 82 Show . . . . . . . . . . . . . . . . . . . . 95 Show object . . . . . . . . . . . . . . . . . 82 using with thresholds . . . . . . . . . . . . 92 WAVAudioAlert . . . . . . . . . . . . . . . 96 Actions property . . . . . . . . . . . . . . . 73 ActionsStorageFullPath configuration option . . . . . . . . . 36
B
basic statistics icon . . . . . . . . . . . . . . . . . . . . . 67 in formulas . . . . . . . . . . . . . . . . . 68 BinActionsStorageFullPath configuration option . . . . . . . . . . 37 BinTemplatesStorage FullPath configuration option . . . . . . . . . . 37 BinThresholdsStorageFullPath configuration option . . . . . . . . . . 37 BinWorkspacesStorageFullPath configuration option . . . . . . . . . . 37 brackets angle . . . . . . . . . . . . . . . . . . . 110 square. . . . . . . . . . . . . . . . . . . 110
C
CampaignActivated threshold . . . . . . . . . 88 CampaignDeactivated threshold. . . . . . . . 88 Capacities property . . . . . . . . . . . . . . 71 CurrentInteractions . . . . . . . . . . . . . 72 MaxInteractions . . . . . . . . . . . . . . . 72 MediaType . . . . . . . . . . . . . . . . . 72
111
Index
RoutableInteractions . . . . . . . . . . . . 72 capacity format display . . . . . . . . . . . . . . . . . . . . 76 predefined . . . . . . . . . . . . . . . . . . 76 user-defined . . . . . . . . . . . . . . . . . 76 CCPulse+ installing silently . . . . . . . . . . . . . . . 17 server connections . . . . . . . . . . . . . 59 using composite metrics. . . . . . . . . . . 56 CCPulse+ Overview . . . . . . . . . . . . . 13 CCPulse+ status bar . . . . . . . . . . . .60, 62 CCPulseNotifier predefined object . . . . . . . . . . . . . . 82 CFGDbid object in action scripts . . . . . . . . . . . . . . . 81 CFGObjectID object in action scripts . . . . . . . . . . . . . . . 81 CFGTenantDbid object in action scripts . . . . . . . . . . . . . . . 81 CFGType object in action scripts . . . . . . . . . . . . . . . 82 colors RGB color codes . . . . . . . . . . . . . . 83 column names in templates . . . . . . . . . . . . . . . . . 56 linking objects using . . . . . . . . . . . . . 56 Common and Security section . . . . . . . . 24 composite metrics . . . . . . . . . . . . . . 56 configuration objects in action scripts . . . . . . . . . . . . . . . 81 configuration options ActionsStorageFullPath . . . . . . . . . . . 36 BinActionsStorageFullPath . . . . . . . . . 37 BinTemplatesStorageFullPath . . . . . . . . 37 BinThresholdsStorageFullPath . . . . . . . 37 BinWorkspacesStorageFullPath. . . . . . . 37 CurrentStateEnable . . . . . . . . . . . . . 44 CurrentStateRefreshInterval. . . . . . . . . 42 DefaultStorageType . . . . . . . . . . . . . 36 DelayBeforeRemoval . . . . . . . . . . . . 42 DisableAgentCurrentState. . . . . . . . . . 45 DisableCreateRemoveViews . . . . . . . . 43 DisableHideShowActionsOnGraph . . . . . 43 DisableRowColVisibilityChange . . . . . . . 43 DisableThresholdsDlg . . . . . . . . . . 39, 46 EnableAgentCapacity . . . . . . . . . . . . 46 EnableAgentCapacityStatus. . . . . . . 29, 46 EnableAgentGroupCapacity. . . . . . . . . 47 EnableDNAliases . . . . . . . . . . . . . . 39 enable-ipv6 . . . . . . . . . . . . . . . . . 24 EnableXMLExport . . . . . . . . . . . . . . 39 ExtendedCurrentStatus . . . . . . . . . . . 27 FirstDayOfWeek . . . . . . . . . . . . . . . 28 IgnoreNewObjectNotifications . . . . . . . . 47 inactivity-timeout. . . . . . . . . . . . . . . 24 local-options . . . . . . . . . . . . . . . . . 15 MaxNumberOfAgents . . . . . . . . . . . . 44 MediaTypes . . . . . . . . . . . . . . . 27, 76
112
MinDayNumberInFirstWeek. . . . . . . . . 29 NoAggregationInterval . . . . . . . . . . . 29 SafeScriptingMode . . . . . . . . . . . . . 48 ShowAgentLoginID . . . . . . . . . . . . . 40 ShowAgentSkills . . . . . . . . . . . . . . 40 ShowDurationBeforeStatusName. . . . . . 40 ShowStatusReasons . . . . . . . . . . . . 41 TemplatesStorageFullPath . . . . . . . . . 36 ThresholdsStorageFullPath . . . . . . . . . 36 TimeZone . . . . . . . . . . . . . . . . . . 29 UseStatServerVirtualGroups . . . . . . . . 48 WholeWeeks . . . . . . . . . . . . . . . . 29 WorkspaceAutoLoad . . . . . . . . . . . . 49 WorkspacesStorageFullPath . . . . . . . . 36 XMLActionsStorageFullPath . . . . . . . . 38 XMLTemplatesStorageFullPath . . . . . . . 38 XMLThresholdsStorageFullPath . . . . . . 38 XMLWorkspacesStorageFullPath . . . . . . 38 connection failures Configuration Server . . . . . . . . . . . . 60 Stat Server . . . . . . . . . . . . . . . . . 62 connections Data Mart . . . . . . . . . . . . . . . . . . 55 conventions in document . . . . . . . . . . . . . . . . 109 type styles. . . . . . . . . . . . . . . . . 109 current status determining . . . . . . . . . . . . . . . . . 70 CurrentAgentTargetState statistic . . . . . . . 77 CurrentInteractions capacity item . . . . . . . 72 CurrentStateEnable configuration option . . . . . . . . . . . . . . . . . 44 CurrentStateRefreshInterval configuration option . . . . . . . . . . 42 CurrentTargetState statistical category . . . . 77 custom statistics . . . . . . . . . . . . . . . . 70 determining current status . . . . . . . . . 70 formatting return values . . . . . . . . . . . 76 icon . . . . . . . . . . . . . . . . . . . . . 67 customizing AgentStats . . . . . . . . . . . . . . . . . 52 DeltaAvgTime . . . . . . . . . . . . . . . . 52 DeltaCntCalls . . . . . . . . . . . . . . . . 52 DeltaTotalTime . . . . . . . . . . . . . . . 53 FormatAgentInfo . . . . . . . . . . . . . . 53 HistoricalUpdateFrequency . . . . . . . . . 53 IntervalForCurrentUpdate . . . . . . . . . . 54 NotifyEvery . . . . . . . . . . . . . . . . . 54 Windows Registry settings . . . . . . . . . 50 CustomStatistic section . . . . . . . . . . . . 27
D
Data Mart using with CCPulse+ . . . . . . . . . . . . 55 Data Mart connections . . . . . . . . . . . . . 55
Reporting 8.0
Index
DB Server troubleshooting connection problems with . . . . . . . . . . . . . . 103 DefaultStorageType configuration option . . . . . . . . . . . . . . . . 36 DelayBeforeRemoval configuration option . . . . . . . . . . . . . . . . 42 DeltaAvgTime customizing in Registry . . . . . . . . . . . 52 DeltaCntCalls customizing in Registry . . . . . . . . . . . 52 DeltaTotalTime customizing in Registry . . . . . . . . . . . 53 DisableAgentCurrentState configuration option . . . . . . . . . 45 DisableCreateRemoveViews configuration option . . . . . . . . . 43 DisableHideShowActionsOnGraph configuration option . . . . . . . . . 43 DisableRowColVisibilityChange configuration option . . . . . . . . . 43 DisableThresholdsDlg configuration option . . . . . . . .39, 46 displaying agents troubleshooting problems with. . . . . . . 103 DN aliases in CCPulse+ displays . . . . . . . . . . . . 39 DN numbers in CCPulse+ displays . . . . . . . . . . . . 39 DN object properties . . . . . . . . . . . . . 73 Actions. . . . . . . . . . . . . . . . . . . . 73 DN . . . . . . . . . . . . . . . . . . . . . . 73 DNType . . . . . . . . . . . . . . . . . . . 73 StartTime . . . . . . . . . . . . . . . . . . 73 Status . . . . . . . . . . . . . . . . . . . . 73 SwitchID . . . . . . . . . . . . . . . . . . . 73 type . . . . . . . . . . . . . . . . . . . . . 73 DN property . . . . . . . . . . . . . . . . . 73 DNs property . . . . . . . . . . . . . . . . . 71 DNType property . . . . . . . . . . . . . . . 73 document conventions . . . . . . . . . . . . . . . . 109 version number . . . . . . . . . . . . . . 109
error messages General SQL Server error . . . . . . . . 104 No connection to specified DB server.... . 103 No data available for review... . . . . . . 105 No historical associations... . . . . . . . . 105 ExactValue threshold . . . . . . . . . . . . . 88 ExactValueWDuration threshold . . . . . . . . 88 examples response file . . . . . . . . . . . . . . . . 18 silent install log file . . . . . . . . . . . . . 21 ExecuteProcess action . . . . . . . . . . . . 93 ExtendedCurrentStatus configuration option . . . . . . . . . . 27
F
FirstDayOfWeek configuration option . . . . . 28 font styles italic . . . . . . . . . . . . . . . . . . . . 109 monospace . . . . . . . . . . . . . . . . 110 for referencing basic statistics . . . . . . . . . 68 FormatAgentInfo customizing in Registry . . . . . . . . . . . 53
G
GreaterThanLimit threshold . . . . . . . . . . 89 GreaterThanLimitWDuration threshold . . . . 89
H
Hide action . . . . . . . . . . . . . . . . . . . 93 Hide object in action scripts . . . . . . . . . . . . . . . 82 historical associations for custom statistics . . . . . . . . . . . . . 57 troubleshooting problems with . . . . . . 105 historical reporting considerations associations for statistics . . . . . . . . . . 57 column names . . . . . . . . . . . . . . . 56 composite metrics. . . . . . . . . . . . . . 56 Data Mart . . . . . . . . . . . . . . . . . . 55 using the last_N_intervals parameter . . . . 57 Historical View section . . . . . . . . . . . . . 28 HistoricalUpdateFrequency customizing in Registry . . . . . . . . . . . 53
E
EnableAgentCapacity configuration option . . . . . . . . . . . . . EnableAgentCapacityStatus configuration option . . . . . . EnableAgentGroupCapacity configuration option . . . . . . EnableDNAliases configuration option . enable-ipv6 configuration option . . . . EnableXMLExport configuration option . . . 46 . .29, 46 . . . . . . . . . . . . 47 39 24 39
I
IgnoreNewObjectNotifications configuration option . . . . . . . . . . 47 Import/Export Utility troubleshooting problems . . . . . . . . . 102 inactivity-timeout configuration option . . . . . 24
113
Index
installing CCPulse+ silently . . . . . . . . . . . . . . 17 InstallShield Silent . . . . . . . . . . . . . . 17 IntervalForCurrentUpdate customizing in Registry . . . . . . . . . . . 54 italics . . . . . . . . . . . . . . . . . . . . . 109
P
PCSpeakerAudioAlert action . . . . . . . . . 94 persistent connection . . . . . . . . . . . . . 60 PlaceID property . . . . . . . . . . . . . . . . 70 predefined format string . . . . . . . . . . 76, 78 predefined objects in formulas . . . . . . . . . . . . . . . . . 70 Predefined Statistics window . . . . . . . . . 67
J
JScript language . . . . . . . . . . . . . . . 68
L
last_N_intervals using this parameter. . . . . . . . . . . . . 57 LessThanLimit threshold . . . . . . . . . . . 89 LessThanLimitWDuration threshold . . . . . 90 LessThanSpecifiedLimit threshold . . . . . . 89 local-options configuration option . . . . . . 15 log file for silent installation . . . . . . . . . . . . . 20 sample for silent install . . . . . . . . . . . 21 silent install result codes . . . . . . . . . . 20 Login ID property . . . . . . . . . . . . . . . 70
R
ResetColor action . . . . . . . . . . . . . . . 94 ResetColor object in action scripts . . . . . . . . . . . . . . . 82 response file for silent installation . . . . . . . . . . . . . 18 playing back. . . . . . . . . . . . . . . . . 18 sample . . . . . . . . . . . . . . . . . . . 18 Result object in threshold scripts . . . . . . . . . . . . . 80 return values formatting . . . . . . . . . . . . . . . . . . 76 RoutableInteractions capacity item . . . . . . 72
M
MaxInteractions capacities item . . . . . . . 72 MaxNumberOfAgents configuration option . . . . . . . . . . . . . . . . 44 MediaType capacity item . . . . . . . . . . . 72 MediaTypes configuration option. . . . . .27, 76 metrics using composite . . . . . . . . . . . . . . . 56 MinDayNumberInFirstWeek configuration option . . . . . . . . . 29 monitoring agent activity troubleshooting problems . . . . . . . . . 104 monospace font . . . . . . . . . . . . . . . 110
S
SafeScriptingMode configuration option . . . . 48 sections Common and Security . . . . . . . . . . . 24 CustomStatistic . . . . . . . . . . . . . . . 27 Historical View . . . . . . . . . . . . . . . 28 Storage . . . . . . . . . . . . . . . . . . . 35 UserInterface . . . . . . . . . . . . . . . . 39 View . . . . . . . . . . . . . . . . . . . . . 42 Workspace . . . . . . . . . . . . . . . . . 44 SendE-MailWithCDO action . . . . . . . . . . 94 servers disconnecting from CCPulse+ . . . . . . . 59 SetColor action . . . . . . . . . . . . . . . . 95 SetColor object in action scripts . . . . . . . . . . . . . . . 82 Show action . . . . . . . . . . . . . . . . . . 95 Show object in action scripts . . . . . . . . . . . . . . . 82 ShowAgentLoginID configuration option . . . . . . . . . . . . . . . . . 40 ShowAgentSkills configuration option . . . . . 40 ShowDurationBeforeStatusName configuration option . . . . . . . . . . 40 ShowStatusReasons configuration option . . . . . . . . . . . . . . . . . 41 silent installation command line parameters . . . . . . . . . 18 defined . . . . . . . . . . . . . . . . . . . 17
N
NoAggregationInterval configuration option . . . . . . . . . . . . . . . . 29 NotEqual threshold . . . . . . . . . . . . . . 90 NotEqualWDuration threshold . . . . . . . . 90 NotifyEvery customizing in Registry . . . . . . . . . . . 54
O
OutOfRange threshold . . . . . . . . . . . . 90 OutOfRangeWDuration threshold . . . . . . 91
114
Reporting 8.0
Index
log file . . . . . . . . . . . . . . . . . . . . 20 log file result codes . . . . . . . . . . . . . 20 performing remotely . . . . . . . . . . . . . 20 response file . . . . . . . . . . . . . . . . . 18 SQL Server troubleshooting problems with. . . . . . . 104 square brackets . . . . . . . . . . . . . . . 110 StartTime property . . . . . . . . . 70, 71, 73, 74 Stat Server troubleshooting connection problems . . . 105 troubleshooting sudden disconnect . . . . 104 StatAction object . . . . . . . . . . . . . . . 84 StatAlias object in threshold scripts . . . . . . . . . . . . . 80 state object properties AgentGroupID . . . . . . . . . . . . . . . . 71 AgentID . . . . . . . . . . . . . . . . . . . 70 Capacities . . . . . . . . . . . . . . . . . . 71 DNs . . . . . . . . . . . . . . . . . . . . . 71 LoginID . . . . . . . . . . . . . . . . . . . 70 PlaceID . . . . . . . . . . . . . . . . . . . 70 StartTime . . . . . . . . . . . . . . . . 70, 71 Status . . . . . . . . . . . . . . . . . . . . 70 type . . . . . . . . . . . . . . . . . . . 70, 71 state predefined object . . . . . . . . . . . . 74 statistics historical associations for custom . . . . . . 57 StatReasons object in threshold scripts . . . . . . . . . . . . . 81 Status property . . . . . . . . . . . . . . .70, 73 StatValue object in threshold scripts . . . . . . . . . . . . . 80 Storage section. . . . . . . . . . . . . . . . 35 storage section customizing location of . . . . . . . . . . . 35 storages customizing location of . . . . . . . . . . . 35 SwitchID property . . . . . . . . . . . . . . 73 syntax . . . . . . . . . . . . . . . . . . . . 68
GreaterThanLimitWDuration . . . . . . . . 89 LessThanLimit . . . . . . . . . . . . . . . 89 LessThanLimitWDuration . . . . . . . . . . 90 LessThanSpecifiedLimit . . . . . . . . . . 89 NotEqual . . . . . . . . . . . . . . . . . . 90 NotEqualWDuration . . . . . . . . . . . . . 90 OutOfRange . . . . . . . . . . . . . . . . 90 OutOfRangeWDuration . . . . . . . . . . . 91 predefined explained . . . . . . . . . . . . 87 Result object . . . . . . . . . . . . . . . . 80 StatAction objects. . . . . . . . . . . . . . 84 StatAlias object . . . . . . . . . . . . . . . 80 StatReasons object . . . . . . . . . . . . . 81 StatValue object. . . . . . . . . . . . . . . 80 using with actions . . . . . . . . . . . . . . 85 WithinRange . . . . . . . . . . . . . . . . 91 WithinRangeOfValues. . . . . . . . . . . . 91 WithinRangeWDuration . . . . . . . . . . . 91 ThresholdsStorageFullPath configuration option . . . . . . . . . . 36 TimeZone configuration option . . . . . . . . 29 troubleshooting agent login issues . . . . . . . . . . . . . 101 agent missing from displays . . . . . . . 103 general SQL server error . . . . . . . . . 104 Import/Export Utility disabled . . . . . . . 102 missing Stat Server . . . . . . . . . . . . 105 monitoring agent activity . . . . . . . . . 104 no DB Server connection . . . . . . . . . 103 no historical associations . . . . . . . . . 105 Stat Server disconnect . . . . . . . . . . 104 wizards disabled . . . . . . . . . . . . . 102 type property . . . . . . . . . . . . 70, 71, 73, 74 type styles conventions . . . . . . . . . . . . . . . . 109 italic . . . . . . . . . . . . . . . . . . . . 109 monospace . . . . . . . . . . . . . . . . 110 typographical styles . . . . . . . . . . . . . 109
T
templates column names in . . . . . . . . . . . . . . 56 TemplatesStorageFullPath configuration option . . . . . . . . . 36 thresholds ActionDelay object. . . . . . . . . . . . . . 80 AgentLoggedIn . . . . . . . . . . . . . . . 87 AgentLoggedOut . . . . . . . . . . . . . . 87 CampaignActivated . . . . . . . . . . . . . 88 CampaignDeactivated . . . . . . . . . . . . 88 ExactValue . . . . . . . . . . . . . . . . . 88 ExactValueWDuration . . . . . . . . . . . . 88 example . . . . . . . . . . . . . . . . . . . 86 GreaterThanLimit . . . . . . . . . . . . . . 89
U
user-defined format string . . . . . . . . . 76, 77 UserInterface section . . . . . . . . . . . . . 39 UseStatServerVirtualGroups configuration option . . . . . . . . . . 48
V
version numbering, document . . . . . . . . 109 View section . . . . . . . . . . . . . . . . . . 42
W
WAVAudioAlert action . . . . . . . . . . . . . 96
115
Index
WholeWeeks configuration option . . . . . . 29 Windows Registry customizing settings in . . . . . . . . . . . 50 root path . . . . . . . . . . . . . . . . . . . 51 WithinRange threshold . . . . . . . . . . . . 91 WithinRangeOfValues threshold . . . . . . . 91 WithinRangeWDuration threshold . . . . . . 91 wizards troubleshooting problems with. . . . . . . 102 Workspace section . . . . . . . . . . . . . . 44 WorkspaceAutoLoad configuration option . . . . . . . . . . . . . . . . 49 WorkspacesStorageFullPath configuration option . . . . . . . . . 36
X
XMLActionsStorageFullPath configuration option . . . XMLTemplatesStorageFullPath configuration option . . . XMLThresholdsStorageFullPath configuration option . . . XMLWorkspacesStorageFullPath configuration option . . . . . . . . . 38 . . . . . . 38 . . . . . . 38 . . . . . . 38
116
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What is Genesys and what products do they offer?

What is Genesys and what products do they offer?

What are some of the security measures mentioned for the Genesys system?

What are some of the security measures mentioned for the Genesys system?

Reporting 8.

Your Responsibility for Your Systems Security

Technical Support from VARs

Technical Support from Genesys

Ordering and Licensing Information

Related Documentation Resources ................................................... 107 Document Conventions ...................................................................... 109

In brief, you will find the following information in this guide:

Making Comments on This Document

Contacting Genesys Technical Support

Document Change History

Document Change History

New in Document Version 8.0.101.00

Document Change History

FirstDayOfWeek MinDayNumberInFirstWeek NoAggregationInterval TimeZone WholeWeeks

GraphTitleFontSize GraphBkColor GraphAxisFontSize

New in Document Version 8.0.001.00

Document Change History

DefaultStorageType BinActionsStorageFullPath BinTemplatesStorageFullPath BinThresholdsStorageFullPath BinWorkspacesStorageFullPath XMLActionsStorageFullPath XMLTemplatesStorageFullPath XMLThresholdsStorageFullPath XMLWorkspacesStorageFullPath

Document Change History

Chapter 1: CCPulse+ Overview

New in This Release

Real-Time Data Stat Server

Figure 1: CCPulse+ Architecture

New in This Release

New in Release 8.0.0

DefaultStorageType BinActionsStorageFullPath BinTemplatesStorageFullPath BinThresholdsStorageFullPath BinWorkspacesStorageFullPath XMLActionsStorageFullPath XMLTemplatesStorageFullPath XMLThresholdsStorageFullPath XMLWorkspacesStorageFullPath

New configuration options in the UserInterface section:

Chapter 1: CCPulse+ Overview

New in This Release

EnableXMLExport, on page 39A previously undocumented option

New in Release 8.0.1

previously undocumented in the 8.0 release.

Chapter 1: CCPulse+ Overview

New in This Release

Installing CCPulse+ Silently

Chapter 2: Installing CCPulse+ Silently

Creating the Response File

Creating the Response File

Playing Back the Response File

where: -s is the silent flag.

/f1"ResponsePath" is an optional command-line parameter that

Chapter 2: Installing CCPulse+ Silently

Playing Back the Response File

Count=5 Dlg1={9058E66E-B24C-4CCE-955A-F156227FC674}-gctiGdAskPath-0 Dlg2={9058E66E-B24C-4CCE-955A-F156227FC674}-gctiGdRadioButton3-0 Dlg3={9058E66E-B24C-4CCE-955A-F156227FC674}-gctiGdReadyToInstall-0 Dlg4={9058E66E-B24C-4CCE-955A-F156227FC674}-gctiGdFinish-0

[{9058E66E-B24C-4CCE-955A-F156227FC674}-gctiGdFinish-0] Reboot=0 Figure 2: Sample CCPulse+ setup.iss File

/f2"LogPath" is an optional command-line parameter that specifies the

double quotation marks.

Chapter 2: Installing CCPulse+ Silently

Analyzing the Log File

Remote Silent Installation

Analyzing the Log File

Table 1: Log File ResultCode Key

Chapter 2: Installing CCPulse+ Silently

Analyzing the Log File

Table 1: Log File ResultCode Key (Continued)

Chapter 2: Installing CCPulse+ Silently