Contents

Available Statistics

Marquee can be configured to access and display more than 200 individual statistics from a CIC server. These statistics are organized in the categories listed in the following table.

Category	Description
Agent Statistics	Agent Statistics summarize the activity of call center agents.
Agents Real-time Adherence Details	Agents Real-time Adherence Details statistics come from Interaction Optimizer Real Time Adherence (RTA) statistics and provide information about agents who are currently scheduled.
Client Services Resources	Client Services Resources statistics report the number of resources that CIC's Client Services subsystem has available at a given point.
Content Servers Statistics	Content Servers statistics include statistics that help determine the state of configured Remote Content Servers and Recorder Server.
Email	Email statistics summarize Email routing activity in CIC.
Fax	Fax statistics provides information about Faxing operations in CIC.
Feedback Statistics	Feedback Statistics provide information about a named Interaction Feedback survey or survey group.
CIC Memory Usage	CIC Memory Usage statistics report the amount of memory that CIC subsystems are consuming.
CIC Performance	CIC Performance statistics provide information about performance of a CIC server.
CIC System Status	CIC system status statistics indicate general system status in terms of number of executing handlers, host and database tool errors, and available text-to-speech sessions.
Interaction Director Statistics	Interaction Director Statistics indicate status and performance metrics from Interaction Director.
Interaction Statistics	Interaction Statistics provide counts or durations for general object types in CIC.
Licenses	License statistics summarize CIC license availability and utilization.
PMQ	PMQ statistics summarize activity in Persistent Message Queues.
Queue Statistics	Queue Statistics contain counts of active interactions in a queue.
Recording	Recording statistics describe activity in Interaction Recorder.
Session Manager Statistics	Session Manager Statistics provide information about each running Session Manager
Speech Recognition	Speech Recognition statistics describe speech recognition activity in CIC.
Tracker Server	Tracker Server statistics indicate the overall health of Interaction Tracker Server.
Transaction Server	Transaction Server statistics indicate the overall health of Transaction Server.
User Status Statistics	User Status Statistics provides detailed information on active users.
Workgroup Statistics (Aggregated)	This set of Workgroup Statistics represents and aggregated total of ACD interactions, number of agents logged in, and other details that are common to a set of selected workgroups. Aggregated statistics requires the XSL file to be customized.
Workgroup Statistics	Workgroup Statistics summarize ACD interactions, number of agents logged in, and other details that are common to the workgroup as a whole.