Contents

Report Tools

Every thirty minutes (or at some other interval you specify in Interaction Administrator), Queue Manger generates statistical information about the activity of each queue. This information includes the number of items that were in the queue and other statistical information about those items. For reporting purposes, the statistical information can be generated in several ways:

First, Queue Manager always generates statistical information for specified queues for every item.

Second, you can designate certain items as belonging to Stats Groups. Stats groups can contain items that can be dispersed among different queues. At the designated interval when other statistics are generated, Queue Manger will generate statistics for Stats Groups, even if those items reside on different queues. Stats Groups are a way for you to monitor a Group of calls or other items despite their location within the system.

Third, you can designate certain items as belonging to a Report Group. Report Groups are useful for reporting on a subset of the calls within the queue or Stats Group. When Queue Manger generates statistics for a queue, it additionally generates statistics for all the items belonging to a Report Group. An item can belong to one only Report Group.

Click on one of the tools below for more information on that tool:

Advance Counter

Assign Report Group

Assign Stats Group

Get Nth Period Statistics Report Data