Archive for the ‘Daily Usage’ Category

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

 

In contact center, agents can view a lot of customer data from billing or CRM systems. Fraud cases can be happened if agents copy the data and send them out via public web applications such as web mail. To detect the data copy in contact center, we have created a tool called ClipBoardAgent. The ClipBoardAgent installed on agent desktops and monitors the data copy operations. When data copy is detected, the ClipBoardAgent sends the information to CallAnalytics. The CallAnalytics correlates the desktop information with the Avaya data such as the agent extension, the agent id, agent skill mode, agent talk state, current call vdn and split; the correlated data then is sent to Splunk for future analysis.  Once data is appeared on Splunk, we can build reports and send alerts and investigate fraud cases. If you are interested, please contact us.

clintSVR and Splunk

Posted: April 30, 2014 in CMS, Daily Usage

I am writing a connector for clintSVR and Splunk. Splunk is a software for machine data and it is very easy to generate dashboard reports using its google like search function. I can create the following dashboard reports by using the SplitSkillReport and SplitSkillStatus data. If you already have Splunk installed, you can create your own dashboard reports whatever you want. I will release the next version of clintSVR and write more posts on this feature.

DashboardsABC

AvayaCDR and Splunk

Posted: March 24, 2014 in Avaya CDR, Daily Usage

I want to implement a front-end application for AvayaCDR. I have no plan so far because I know it is difficult to write such front-end application especially when CDR data is in customised format. I found someone using Splunk for Cisco CDR and implemented a Splunk app, this triggered me to use Splunk for my AvayaCDR program.

I plan to implement a Splunk connector. Such connector parses the incoming CDR streams, assigns each field with it’s name (when CDR fields are assigned with meaningful names, Searching and Reporting in Splunk becomes strait-forward.) and formats a new CDR record that can be recognised by Splunk. The AvayaCDR then forwards the new CDR data records to Splunk (using TCP), Splunk then performs indexing and allows users to perform Searching and Reporting. Dashboard reports for telecom charging can be created by Splunk when the new CDR data records contains charging information. Sample screen dumps attached.

Search Screen 

splunk_search

Call Chart 

splunk_callchart

Trunk Chart

splunk_trunkusage

 

clintSVR and XMPP

Posted: February 18, 2014 in CMS, Daily Usage

I want to publish CMS data to Internet and enable users to use iPhone or Android devices to access the real time reports. To get real time data from clintSVR is easy, but the difficult part to me is to write an iPhone or Android application. I implemented an XMPP library before and I just thinking if I can use the library to write a bot module which allows XMPP clients to get the CMS data.  I will write this module and include it in the next release of clintSVR. I did a prototype like this

cmsbot