Agent, Queue, Line and Line Group Queues

The Statistics Server generates information for each User, Workgroup, Line, and Line Group queue and writes the information to the appropriate log. User, Workgroup, and Statistics Group data are processed to the Queue Period Statistics tables by PMQ (Persistent Message Queuing).

Note

User queue, Workgroup, Line, and Line Group information is collected at an interval that you specify in Interaction Administrator Server Configuration dialog. The Queue/IVR reporting interval option on the Report Configuration page of the Server Configuration dialog controls the frequency to which the Agent, Workgroup, and Statistics Group tables are written. The Line reporting interval option controls the frequency to which the Line and Line Group tables are written. Both options are set at half hour (1800 seconds) during the CIC server installation.