Archive for the ‘CMS’ Category

AvayaECHI Splunk Use Cases

Posted: January 1, 2018 in CMS

Background

With reference to the Avaya CMS External Call History Interface document and the data fields, we can produce many use cases by using AvayaECHI tool and Splunk. The following guide assumes you already installed the AvayaECHI tool and imported the data to Splunk.

Caller On Hold Reports

  • Caller On Hold Details Report
    index=echi ANSHOLDTIME>0 HELD>0 TRANSFERRED=0 | table ACD, CALLID, SEGMENT, SEGSTART, SEGSTOP, DISPSPLIT, DISPVDN, CALLING_PTY, DIALED_NUM, ANSLOGIN, AGT_RELEASED, TALKTIME, ANSHOLDTIME, HELD, QUEUETIME
  • Caller On Hold Abandons Details Report
    index=echi ANSLOGIN=* DISPSPLIT=* TRANSFERRED=0 HOLDABN=1 | table ACD, ANSLOGIN, DISPSPLIT, TALKTIME, ANSHOLDTIME, HELD, HOLDABN
  • Caller On Hold Abandon Top 10 Agents Report
    index=echi ANSLOGIN=* DISPSPLIT=* TRANSFERRED=0 HOLDABN=1 | table ACD, ANSLOGIN | stats count as AbandonCalls by ACD, ANSLOGIN | sort limit=10 - AbandonCalls

Caller Calls Reports

  • Search Calls by Specific CALLING_PTY
    index=echi CALLING_PTY=XXXXXXXX
  • Search Calls by Prefix and Wildcard
    index=echi CALLING_PTY=123*

Outbound Calls Reports

  • Search Calls by Specific ORIGLOGIN
    index=echi ORIGLOGIN=XXXXX
  • Search Calls by Specific CALLING_PTY
    index=echi CALLING_PTY=XXXXX

Queue Wait Time Reports

  • Search Calls by QUEUETIME
    index=echi QUEUETIME>=60 | table ACD, CALLID, SEGMENT, SEGSTART, SEGSTOP, DISPSPLIT, DISPVDN, CALLING_PTY, DIALED_NUM, ANSLOGIN, AGT_RELEASED, TALKTIME, ANSHOLDTIME, HELD, QUEUETIME | sort - QUEUETIME

Short Duration Reports

  • Search Calls by TALKTIME
    index=echi TALKTIME>0 TALKTIME<5 TRANSFERRED=0 | table ACD, CALLID, SEGMENT, SEGSTART, SEGSTOP, DISPSPLIT, DISPVDN, CALLING_PTY, DIALED_NUM, ANSLOGIN, AGT_RELEASED, TALKTIME, ANSHOLDTIME, HELD, QUEUETIME
  • Short Duration Top 10 Agents Report
    index=echi TALKTIME>0 TALKTIME<5 TRANSFERRED=0 | stats count as ShortCalls by ACD, ANSLOGIN | sort limit=10 - ShortCalls

Call Profile Reports

  • Call Abandon by Call Profile Report (Split)
    index=echi ACD=X CALL_DISP=3 DISPSPLIT=Y | rangemap field=QUEUETIME short=0-15 medium=16-60 default=long | bucket _time span=1h | timechart count by range
  • Call Abandon by Call Profile Report (VDN)
    index=echi ACD=X CALL_DISP=3 DISPVDN=Y | rangemap field=QUEUETIME short=0-15 medium=16-60 default=long | bucket _time span=1h | timechart count by range
  • Call Answered by Call Profile Report (Split)
    index=echi ACD=X CALL_DISP=2 DISPSPLIT=Y | rangemap field=QUEUETIME short=0-15 medium=16-60 default=long | bucket _time span=1h | timechart count by range
  • Call Answered by Call Profile Report (VDN)
    index=echi ACD=X CALL_DISP=2 DISPVDN=Y | rangemap field=QUEUETIME short=0-15 medium=16-60 default=long | bucket _time span=1h | timechart count by range

Find All Activity For A Specific Agent

  • index=echi ACD=X (ANSLOGIN=YYYYY OR ORIGLOGIN=YYYYY)

Find Long Or Short Customer Calls

  • index=echi ACD=X TALKTIME<Y CALLING_PTY=* ANSLOGIN=* | table ACD, ANSLOGIN, DISPVDN, DISPSPLIT, CALLING_PTY
  • index=echi ACD=X TALKTIME>Z CALLING_PTY=* ANSLOGIN=* | table ACD, ANSLOGIN, DISPVDN, DISPSPLIT, CALLING_PTY

Find The Destination Of Transfer or Conference Calls

  • index=echi TRANSFERRED=1 OR CONFERENCE=1 ORIGLOGIN=* DIALED_NUM=* | table ACD, ORIGLOGIN, CALLING_PTY, DIALED_NUM

Find Abandoned Calls For A Specific Skill

  • index=echi CALL_DISP=3 DISPSPLIT=X | table CALLING_PTY, DIALED_NUM

Identify Repeat Callers Whether Answered Or Abandoned

  • index=echi DISPSPLIT=X CALL_DISP=3 OR CALL_DISP=2 | stats count by CALLING_PTY | sort - count

List Last Call Work Codes By Agent

  • index=echi LASTCWC=*

Outbound Calls with Aux Reason Code Reports

  • index=echi ORIGLOGIN=* ORIGREASON=X | table ORIGLOGIN, ORIGREASON, DIALED_NUM, TALKTIME, DURATION

Agent Disconnects First Reports

  • Agent Disconnects Details Report
    index=echi ANSLOGIN=* AGT_RELEASED=1 CONFERENCE=0 TRANSFERRED=0 | table ACD, ANSLOGIN, DISPSPLIT, CALLING_PTY, TALKTIME, AGT_RELEASED
  • Agent Disconnects Top 10 Report
    index=echi ANSLOGIN=* AGT_RELEASED=1 CONFERENCE=0 TRANSFERRED=0 | stats count as DropCalls by ACD, ANSLOGIN | sort limit=10 - DropCalls

Agent Transferred Call to Same VDN Reports

  • Agent Transferred Same VDN Calls Details Report
    index=echi ANSLOGIN=* TRANSFERRED=1 DIALED_NUM=* | where DISPVDN=DIALED_NUM | table ACD, ANSLOGIN, TRANSFERRED, DISPVDN, DIALED_NUM
  • Agent Transferred Same VDN Calls Top 10 Agents Report
    index=echi ANSLOGIN=* TRANSFERRED=1 DIALED_NUM=* | where DISPVDN=DIALED_NUM | stats count as TransferredCalls by ACD, ANSLOGIN | sort limit=10 - TransferredCalls

Calls Answered Skill Level Reports  

  • Call Answered by Skill Level Details Report 
    index=echi ACD=X DISPSPLIT=Y ANSLOGIN=* | table ACD, DISPSPLIT, ANSLOGIN, DISPSKLEVEL, TALKTIME | sort + DISPSPLIT, DISPSKLEVEL
  • Call Answered by Skill Level Distribution Report 
    index=echi ACD=X DISPSPLIT=Y ANSLOGIN=* | stats count as NumCalls by DISPSKLEVEL

Long Wrap-up Time Reports

  • Long Wrap-Up Time Details Report
    index=echi ANSLOGIN=* ACWTIME>0 | table ACD, ANSLOGIN, DISPSPLIT, TALKTIME, ACWTIME, ANSHOLDTIME | sort - ACWTIME
  • Long Wrap-Up Time Top 10 Agents Report
    index=echi ANSLOGIN=* ACWTIME>0 | stats sum(ACWTIME) as WrapUpTime by ACD, ANSLOGIN | sort limit=10 - WrapUpTime

Call Handling Time Reports

  • Call Handling Time Details Report
    index=echi ACD=X DISPSPLIT=Y ANSLOGIN=* | eval TotalTime=TALKTIME+ANSHOLDTIME+ACWTIME | table ACD, ANSLOGIN, DISPSPLIT, TALKTIME, ANSHOLDTIME, HELD, ACWTIME, TotalTime | sort + ACD, ANSLOGIN
  • Call Handling Time Distribution Report
    index=echi ACD=X DISPSPLIT=Y ANSLOGIN=* | stats sum(ACWTIME) as ACWTime, sum(TALKTIME) as TalkTime, sum(ANSHOLDTIME) as HoldTime by ACD, ANSLOGIN | fields - ACD
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clintSVR 1.3.6 Released

Posted: November 16, 2017 in CMS, News

clintSVR 1.3.6 just released, a custom real time report called “upsplitskillreport” which is modified from the standard Split/Skill Report is provided for customers who subscribe the annual email support service from UPINGET Technologies. This report provides additional CMS real time database items such as:

  1. Calls Offered
  2. Service Level in Seconds
  3. Direct Agent Calls Waiting
  4. EWT Top
  5. EWT High
  6. EWT Medium
  7. EWT Low
  8. Percent Within Service Level
  9. Percent Answered
  10. Percent Abandoned

The report template “upsplitskillreport” can be obtained via UPINGET support service. You can follow the procedure below to create and upload the template to your CMS server.

  1. Open CMS Terminal and create a new custom real time report called “upsplitskillreport”
  2. Select Screen Painter from the menu
  3. Select Save design from the menu
  4. Check the new file name in CMS server directory /cms/db/gem/r_custom
  5. For example, a new file called cr_r_15 is created. Delete the file cr_r_15 and copy the template file upsplitskillreport and rename it as cr_r_15
  6. The report is ready, you can execute it and get the data via clintSVR API, OCX, REST and WebSocket interfaces

Add and Delete Report in TcpGate Console 

  1. The tcpgate console command is
    • add upsplitskillreport 1 123;456;789 mycomment
      • Add upsplitskillreport for ACD 1 and skills 123, 456 and 789
    • delete upsplitskillreport 1 123;456;789
      • Delete upsplitskillreport

REST Interface 

  1. The REST interface to query the report is

AvayaECHI 1.1.11 Released

Posted: August 3, 2017 in CMS, News

AvayaECHI 1.1.11 just released. The updates are 

1. A parameter called “echi_splunk_logdir” is added for storing splunk log in specified directory. We can configure Splunk Universial Forwarder to import the splunk log to Splunk to prevent data loss when there is network issue.

clintSVR 1.3.5 Released

Posted: July 8, 2017 in CMS, News

clintSVR 1.3.5 just released, the updates are 

1. Supports CMS 18 Multi Agent Add/Change/Delete Skill features.
2. Fixed telnet malfunction after deletion of report for Linux 64 bit OS.
3. Add report type rtashuffling and rtasnapshot for CustomRTA Splunk logging.
4. Supports debug log and the log file name is debug.txt
5. Fixed trunk group report REST interface without trunk group name.
6. When input object mismatch with output result, the default action is to return immediately to prevent incorrect data logging for splunk and database interfaces. This is overridden by a parameter called cs_iomismatch when it’s value is set to true.
7. Add escape character for special character in database logging.

By using ClintSVR and Splunk, we can create wallboard or dashboard for a project very quickly. For example, the following Splunk dashboard can be created in 10 minutes.

Assuming you have a project which has of a group of skills, the first thing to do is to get the real time data from that group of skills. You can use ClintSVR SplitSkillReport which allows you to add a report with multiple skills and then output the real time data to Splunk. For example, the command to add a report in ClintSVR is

add splitskillreport 1 36;38;265;266;459;467;514;770 10 orange

Once you have configured ClintSVR to send data to Splunk, the real time data will be searched in Splunk every 10 seconds. Then you can create the Splunk dashboards by the following procedures.

Split Skill Report Table

  • The Splunk Search command (use 15 minutes time range) for a table of Split Skill Report is
  • index=cms report=splitskillreport [search index=cms report=splitskillreport skill=770 | head 1 | fields + timestamp] | dedup skill | table _time, skill, callswaiting, oldestcallwaiting, avgspeedans, acdcalls, avgacdtalktime, callsabandoned, avgabantime | sort + skill
  • The Splunk Visualization is
  • Add to Splunk Dashboard and edit the XML source to configure the refresh rate, for example 15 seconds
  • The Dashboard result is

Agent Status Bar Chart 

  • The Splunk Search command (use 15 minutes time range) for a bar chart of agent status is
  • index=cms report=splitskillreport [search index=cms report=splitskillreport skill=770 | head 1 | fields + timestamp] | table skill, agentsavailable, agentsringing, agentsacdcalls, agentsacw, agentsother, agentsauxwork | sort + skill
  • The Splunk Visualization is
  • Add to Splunk Dashboard, the result is

KPI Time Charts

  • The Splunk Search commands (use 4 hours time range) for KPI time charts such as calls waiting, oldest call waiting, average speed of answer are
  • index=cms report=splitskillreport | timechart avg(callswaiting) by skill usenull=f useother=f
  • index=cms report=splitskillreport | timechart avg(callsabandoned) by skill usenull=f useother=f
  • index=cms report=splitskillreport oldestcallwaiting > -1 | timechart avg(oldestcallwaiting) by skill usenull=f useother=f
  • index=cms report=splitskillreport avgspeedans > -1 | timechart avg(avgspeedans) by skill usenull=f useother=f
  • index=cms report=splitskillreport avgacdtalktime > -1 | timechart avg(avgacdtalktime) by skill usenull=f useother=f
  • index=cms report=splitskillreport avgabantime > -1 | timechart avg(avgabantime) by skill usenull=f useother=f
  • Add each of the result to Splunk Dashboard, the final Dashboard result is

 

clintSVR 1.3.4 Released

Posted: February 12, 2017 in CMS, News

12 Feb 2014, clintSVR 1.3.4 just released. This version has the following changes: 

1. Improve the SSH read function by increasing the buffer size.
2. Fixed SSH keyboard-interactive Authentication error when using libssh2.

clintSVR 1.3.3 Released

Posted: January 31, 2017 in CMS, News

31 Jan 2017, clintSVR 1.3.3 just released. This version has the following changes: 

1. Supports Multiple Active Result Sets (MARS) for MSSQL. A parameter cs_rtdb_mssqlmars is defined. Set it to true if this feature is enabled for MSSQL. Also, a parameter cs_rtdb_mssqlobject is introduced when database object name is needed.
2. Add multiAgentAddSkill, multiAgentDeleteSkill and multiAgentModifySkill functions. These function can be accessed by the REST, WebSocket, API ALL and OCX interfaces.