Using IP Office Contact Center

Xstat Server
Release 9.0.2
Issue 1.0
February 2014
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Using IP Office Contact Center Xstat Server 1


Contents
About This Manual. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Target audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Use, Installation and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Using xstat_srv . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Installation of the xstat_srv Process . . . . . . . . . . . . . . . . . . . . . . . . 6
Installation of the Sybase ODBC Driver . . . . . . . . . . . . . . . . . . . . . . 6
Access Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
User Name and Password for the IP Office Contact Center Sybase Database . 7
ODBC Driver Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
statId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Clarity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Assigned StatIds. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Entries in the XstatControl Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Statistics with StatId 123 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Restart Is Not Necessary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Example for Insert . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Hourly Evaluation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Entries in the XStatTopicCntIds, XStatAgentCntIds and XStatAGCntIds Tables . . 14
Statistics with StatId 123 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Restart Is Not Necessary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Example for Insert . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Statistics Counters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Additional Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Agent Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Results Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Deleting Data Records. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
The XStatData Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
The XStatTopicCntData, XstatAgentCntData and XStatAGCntData Tables . . . 31
Using IP Office Contact Center Xstat Server 2


Example for SQL Statement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Evaluation Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
The XStatAgentItemData Table . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
The XTopics, XAgents ad XAGs Tables . . . . . . . . . . . . . . . . . . . . . . 34
Supplementary Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Evaluations for the Past . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Example Outputs for the xstat_srv Process . . . . . . . . . . . . . . . . . . . . . . 36
Configuration in the UI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Note about the INVISION Application . . . . . . . . . . . . . . . . . . . . . . . . . 39
Additional Notes for Expert Users . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
About This Manual
<replace with short document title for running footers> 12/13/2012 3


About This Manual
This manual contains information for learning about the xstat_srv application and how to install, configure
and use it.
Target audience
This manual is designed for people who work with the xstat_srv application or who want to familiarize
themselves with the individual features of the application. It makes no difference whether you are using
this document in printed or online form.
4 <replace with short document title for running footers> 12/13/2012


Use, Installation and Configuration
Using IP Office Contact Center Xstat Server 5


Use, Installation and Configuration
Using xstat_srv
The statistics data of the IP Office Contact Center system are available in internal tables in a complex
structure.
Processes
In order to make the statistics data easily accessible to external applications, it is possible to process these
data according to topics, agents or agent groups. Th data are then made available to external applications
via the ODBC interface.
This processing is done by the xstat_srv process.
Functionality
The statistics are processed daily per client and managed through entries in the XStatControl,
XStatTopicCntIds, XStatAgentCntIds and XStatAGCntIds database tables. In this context, per client
means: depending on the application employed for staff planning, e.g., Invision.
The results of the analyses are saved in the XStatData, XStatTopicCntData, XStatAgentCntData and
XStatAGCntData tables per client.
The xstat_srv process saves the topics configured in the IP Office Contact Center system in the XTopics
table, the agents in the XAgents table and the agent groups in the XAGs table.
The tables (XStatControl, XStatTopicCntIds, XStatAgentCntIds, XStatAGCntIds, XStatData,
XStatTopicCntData, XStatAgentCntData, XStatAGCntData, XTopics, XAgents and XAGs) can be
accessed by the client of the staff planning application via ODBC.
Results(XStatData, XStatTopicCntData, XStatAgentCntData and XStatAGCntData) can be deleted either
by the xstat_srv process after a set hold time or by the client of the staff planning application.
History
In order to be able to save data from telephone systems that do not provide phone numbers for agents,
the names are saved in the IP Office Contact Center in the following tables instead of a phone number.
XStatAGCntData
XStatAgentCntData
XStatTopicCntDataXStatCntData
6 Using IP Office Contact Center Xstat Server


Installation
The xstat_srv process runs in the IP Office Contact Center system and is installed on a computer of the
IP Office Contact Center system.
Prerequisites
Before installation ensure that the statistics type of the IP Office Contact Center system is configured
correspondingly.
License
No license is required for operating the xstat_srv in the IP Office Contact Center.
Configuration in the IP Office Contact Center system: Back-office statistics
It is recommended to activate back-office statistics after installing the IP Office Contact Center system.
Operating the xstat_srv process with the interval-related statistics is not expedient!
Installation of the xstat_srv Process
xstat_srv is installed with the Contact Center Additional.msi setup. To install the xstat_srv process,
follow these steps.
1. Select User-Defined Setup.
2. Select xstat_srv from the list of components.
3. Enter the hostname of the computer on which the OmniNames and the TTrace Server are running.
4. Add the xstat_srv process to the watchdog configuration file. The xstat_srv process must be started
after the statistic_srv process.
Installation of the Sybase ODBC Driver
If you want to access the processed data in the IP Office Contact Center system through a computer via
ODBC, you must install a Sybase ODBC driver on this computer.
On the IP Office Contact Center-DVD is a folder Sybase Connectivity in the folder Server.
The Setup autorun.exe installs the appropriate (x86, x64) SDK installation from Sybase.
The SDK installation is in such a way configured that only the ODBC driver is installed. Under
64-Bit-systems 32-Bit and 64-Bit-driver are installed.
Use, Installation and Configuration
Using IP Office Contact Center Xstat Server 7


Access Options
The following options are available for accessing the IP Office Contact Center database via ODBC.
By means of ODBC Data Source Administrator configured data sources.
Directly through a connect string to the Sybase ODBC driver.
This method must be used when the client application requires access to the IP Office Contact
Center database even without a logged-in user.
User Name and Password for the IP Office Contact Center Sybase Database
For the access to the xstat_srv filled tables in the IP Office Contact Center data base use the user name
xstatuser. The password for the user xstatuser are issued by Avaya.
ODBC Driver Setup
The approach for the setting-up of the ODBC driver depends on the operating system.
For the setting-up of the DSN you must open the appropriate ODBC administrator.
Consider with 64-bit operating system
Windows 2008 64 Bit:
Windows 2012 64 Bit
On 64-Bit operating systems you must open the 32-Bit ODBC administrator.
C:\Windows\SysWOW64\odbcad32.exe
Do not use the ODBC administrator from the system control.
8 Using IP Office Contact Center Xstat Server


Sybase ODBC-Driver
The following figure shows the Sybase ODBC Driver.
Use, Installation and Configuration
Using IP Office Contact Center Xstat Server 9


Example of a configuration
An example of a configuration is decribed in the following.
1. The following figure shows the System DSN. The entry in Data Source Name can be choosen
appropriate from the application. The field Description is optional.
2. Enter in Server Name (ASE Host Name) the hostname of the IP Office Contact Center server.
3. Use Port 5000 for the Server Port.
4. The Database Name is cc.
5. Enter xstatuser in the field Logon ID.
6. Then a test connection can be established with the user name issued by Avaya. After a test
connection has been successfully established, you can freely used the function. The network
connection is working and port 5000 is not regimented.
10 Using IP Office Contact Center Xstat Server


Configuration
statId
The xstat_srv process generates the configured statistics data daily or hourly for every client. To do this,
a number (statId) must be selected for the client under which its configuration is saved and the client data
can be read later on.
Clarity
statId must be clear under all clients and is issued by Avaya.
With the IP Office Contact Center UI, a report can be processed with StatId 123. In this case configuration
through SQL scripts is not necessary, as described in the following chapter. The last chapter of this manual
contains a description of the configuration in the IP Office Contact Center UI.
Assigned StatIds
The following statIds are currently assigned.
statId Client
1 Avaya test
123 Personnel planning system
Tables
Using IP Office Contact Center Xstat Server 11


Tables
Entries in the XstatControl Table
You must place the entries for each client in the XstatControl table.
Statistics with StatId 123
For statistics with StatId 123, you can also carry out the configuration in the IP Office Contact Center UI.
Restart Is Not Necessary.
You do not need to restart the xstat_srv process when you edit the XStatControl table or other tables.
Entries
The XStatControl table must contain exactly one entry with the following fields per client.
Field
Name
Data
Type
Example
Value
Explanation
statId int 1 Client statistics ID
tRun int 7500 Time (seconds since midnight) when the xstat_srv process
performs the evaluation for this client (local time). Example:
2:05 corresponds to 7500
See below for hourly evaluation.
tStart int 28800 Start time (seconds since midnight) for the evaluation
period.
Example:
8:00 corresponds to 28800
tDura int 7200 Total length of the evaluation period in seconds.
Example:
From 08:00 to 10:00 corresponds to 7200
12 Using IP Office Contact Center Xstat Server


Example for Insert
The following insert statement enters the example data illustrated above into the XStatControl table.
insert into XStatControl (
statId, tRepeatInterval, tRun, tStart, tDura, tInter
vall,
tHold, odbcConnect)
values (
1, 86400, 7500, 28800, 7200, 900, 2419200,
"DRIVER={Microsoft Access Driver
(*.mdb)};DBQ=data.mdb")
Entries can be placed in this table either by the client application (IP Office Contact Center-UI) or fixed by
means of a suitable program (isql, SQL Advantage).
Example without ODBC
insert into XStatControl (statId, tRepeatInterval, tRun, tStart, tDura,
tInter, vall, tHold, odbcConnect)
values (1, 86400, 7500, 28800, 7200, 900, 2419200, "")
tIntervall int 900 Desired length of an individual interval in seconds.
The actual length is saved in XStatData.tIntervall after the
evaluation, since the minimum possible interval length is
configured in the IP Office Contact Center system.
Example:
15 minutes correspond to 900.
tHold int 2419200 Hold time of the data in seconds.
Older data are deleted from XStatData and XStatCntIds with
every operation.
Example:
4 weeks corresponds to 2419200
odbcConn
ect
char[255] DRIVER={Mi
crosoft
Access
Driver
(*.mdb)};DB
Q=data.mdb
Connect string for xstat2odbc for registering an external
database. The entire string must be indicated with the
driver; the concrete content of the string greatly depends on
the ODBC driver used.
Attention: Is not supported in the IP Office Contact Center.
Field
Name
Data
Type
Example
Value
Explanation
Tables
Using IP Office Contact Center Xstat Server 13


Hourly Evaluation
Since the BCC V4 the execution interval can be directly specified using the "tRepeatInterval" field. The
field must be set to 3600 for the hourly evaluation.
Example
For example, an evaluation is started at 8:10 for a period of 7 to 8 hours at an interval of 15-minutes. The
next evaluation will take place at 9:10.
When configuring the XStat statistics, ensure that the performance of the overall system is retained. The
performance depends on the number of topics, agents and agent groups, on the number of configured
counters and on the interval resolution. It is urgently recommended that configuration be coordinated
within the scope of a customer project, especially if the configuration is outside of the daily standard.
Field Setting Explanation
tRepeatInterval 3600 The execution interval is one hour (3600 seconds).
tRun 600 The evaluation is started 10 minutes (600 seconds) after the
full hour.
tStart 0 The examination period begins with the last full hour.
tDura 3600 A complete hour (3600 seconds) is examined.
tIntervall 15 A -hour resolution takes place (15 minutes).
14 Using IP Office Contact Center Xstat Server


Entries in the XStatTopicCntIds, XStatAgentCntIds and
XStatAGCntIds Tables
Which IP Office Contact Center counters of the topics, agents and agent group statistics types are used
for the client are stipulated in the XStatTopicCntIds, XStatAgentCntIds and XStatAGCntIds tables.
Only defined counters for the respective statistics type may be entered, since otherwise no data will
be provided.
Statistics with StatId 123
For statistics with StatId 123, you can also carry out the configuration in the IP Office Contact Center UI.
Restart Is Not Necessary.
You do not need to restart the xstat_srv process when you edit the XstatTopicCntIds, XstatAgentCntIds
and XStatAGCntIds tables or other tables.
Entries
Only counters that are required by the client application may be entered. In no case should you enter all
possible counters, as this will unnecessarily use up memory and CPU resources.
The XstatTopicCntIds, XstatAgentCntIds and XStatAGCntIds tables all have the following identical
structure:
Field
Name
Data
Type
Example
Value
Explanation
StatId int 1 Client statistics ID
CntId int 2000 Counter ID (cntId)
ColName char[30] Q_totNNew Brief description (optional)
ColCmt char[255] 'Total of calls
per topic'
Comments field (optional)
Tables
Using IP Office Contact Center Xstat Server 15


Example for Insert
The following insert statements enter four counters for evaluation in the XStatTopicCntIds table.
insert into XStatTopicCntIds (
statId, cntId, colName, colCmt)
values (1, 2000, Q_totNNew, 'Total of calls in topic')
insert into XStatTopicCntIds (
statId, cntId, colName, colCmt)
values (1, 2012, 'Q_totNConvAg, 'Total of all calls')
insert into XStatTopicCntIds (
statId, cntId, colName, colCmt)
values (1, 2014, 'Q_ATConvAg, 'Average conversation time')
insert into XStatTopicCntIds (
statId, cntId, colName, colCmt)
values (1, 2018, 'Q_ATACW, 'Average
ACW')
Entries can be placed in this table either by the client application (IP Office Contact Center-UI) or fixed by
means of a suitable program (isql, SQL Advantage).
16 Using IP Office Contact Center Xstat Server


Statistics Counters
You can use counters for topics, agents and agent groups.
Additional Information
Please refer to the IP Office Contact Center Statistics Counter Reference document for a detailed
description of the individual counters.
Topic
The following values can be entered as cntID in the XStatTopicCntIds table:
cntId Brief Description
in the IP Office
Contact Center
System
Explanation
2000 totNNew Total of calls to a topic
2001 totNRr Total calls to a topic via call distribution
2002 totNTransI Total of calls transferred to the topic
2004 totNAg Total of calls
2005 totTRingAg Total ring time
2006 TRingAg Average ring time
2007 maxTRingAg Maximum ring time
2008 totNExp1 Total of calls exceeding a specified ring time
2009 totNExp Total of calls exceeding a specified ring timeout
2010 TConvWait Average wait time until answering
2011 maxTConvWait Maximum wait time until answering
2012 totNConvAg Total of established calls to agents
2013 totTConvAg Total conversation time
2014 TConvAg Average conversation time
2015 maxTConvAg Maximum conversation time
2016 totNACW Total of established calls with wrap-up time
Tables
Using IP Office Contact Center Xstat Server 17


2017 totTACW Total wrap-up time
2018 TACW Average wrap-up time
2019 maxTACW Maximum wrap-up time
2020 totNNoCWC Total of job codes not entered
2021 totTService Total processing time
2022 totTService Average processing time
2023 maxtotTService Maximum processing time
2024 totNTrans-> Total of calls transferred from this topic to other topics
2026 totNConvWait<=N Total of established calls with wait time <= n seconds
2027 totNConv-
Wait>N<=M
Total of established calls with wait time > n and <= m seconds
2028 totNConvWait>M Total of established calls with wait time > m seconds
2029 totNQueued Total number of calls in the queue
2030 totNQueuedAnn Total of calls in the queue with announcement
2031 totNQueuedIVR Total of calls in the queue with voice unit
2032 totNQueued-
NoAnn
Total of calls in the queue without announcement or voice unit
2033 TQueued Average wait time in the queue
2034 maxTQueued Maximum waiting time in the queue
2035 TQueuedAnn Average wait time in the queue with announcement
2036 maxTQueuedAnn Maximum wait time in the queue with announcement
2037 TQueuedIVR Average wait time in the queue with voice unit
2038 maxTQueuedIVR Maximum wait time in the queue with voice unit
2039 totNAban Total of abandoned calls
2040 totNAbanWait<=N Total of abandoned calls <= n seconds
cntId Brief Description
in the IP Office
Contact Center
System
Explanation
18 Using IP Office Contact Center Xstat Server


2041 totNAban-
Wait>N<=M
Total of abandoned calls > n and <= m seconds
2042 totNAbanWait>M Total of abandoned calls > m seconds
2043 TAbanWait Average wait time of abandoned calls
2044 maxTAbanWait Maximum wait time of abandoned calls
2046 totNLoadQueue Load on the queue
2047 totNOverl Total calls during overload
2048 totTOverl Total overload time
2049 AvgTOverl Average overload time
2050 maxTOverl Maximum overload time
2051 totNAbanAg Total of calls not answered by agent
2052 totNTSF Total number of calls for the TSF
2053 totNTSF+ Number of positive calls for the TSF
2054 totNForcedCWC Total of mandatory job codes not entered after wrap-up time
2055 TForcedCWC Average time mandatory job codes not entered after wrap-up time
2056 maxTForcedCWC Maximum time mandatory job code not entered after wrap-up time
2057 TQueuedNoAnn Average wait time in the queue without announcement or voice
unit
2058 maxTQueued-
NoAnn
Maximum wait time in the queue without announcement or voice
unit
2059 totNRouted-> Number of calls overflowing from this topic to another
2060 totNConvExtDest Total of established calls for external destinations
2064 totNExtDest Total of calls to external destinations
2065 totNQueuedExt-
Dest
Total of calls to external destinations from the queue
2066 totNAbanExtDest Total of calls not answered by external destinations
2080 totNRecVM Total recorded voice messages
cntId Brief Description
in the IP Office
Contact Center
System
Explanation
Tables
Using IP Office Contact Center Xstat Server 19


2081 totNVMAg Total voice messages assigned to be played
2082 totNAbanVMAg Total unplayed voice messages
2083 totNDoneVMAg Total played voice messages
2996 TSF Telephony service factor in percent
2100 totNOutCC Total of manually initiated, outgoing calls
2104 totNConvOutCC Total of established calls (manually initiated, outgoing - OutCC)
2140 totNConvAutoAg Number of AutoAgent calls to topic
2150 totNConv-
WaitLT<=N
Total of established calls with waiting time in the last topic <= n
seconds
2151 totNConv-
WaitLT>N<=M
Total of established calls with waiting time in the last topic > n and
<= m seconds
2152 totNConv-
WaitLT>M
Total of established calls with waiting time in the last topic> m
seconds
2153 totTConvWaitLT Total of waiting time until conversation in last topic
2154 TConvWaitLT Average waiting time until conversation in last topic
2155 maxTConvWaitLT Maximum waiting time until conversation in last topic
2250 totNIncome Total of new incoming calls in dialed topic
2251 totNSucc Total of successful calls in dialed topic
2252 totNSucc<N Total of successful calls in dialed topic with waiting time < n
seconds
2253 totNLost Total of lost calls in dialed topic
2254 totNLost<N Total of lost calls with cancellation time < n seconds
2255 CSF Customer Service Factor in percent
2260 totNIncomeLT Total of incoming calls to the last topic
2261 totNSuccLT Summe der erfolgreichen Anrufe im letzten Thema
2262 totNSuccLT<N Total of successful calls with waiting time < n seconds to the last
topic.
cntId Brief Description
in the IP Office
Contact Center
System
Explanation
20 Using IP Office Contact Center Xstat Server


2263 totNLostLT Total of lost calls to the last topic
2264 totNLostLT<N Total of lost calls with cancellation time < n seconds to the last
topic
2265 CSFLT Customer Service Factor in percent in the last topic
cntId Brief Description
in the IP Office
Contact Center
System
Explanation
Tables
Using IP Office Contact Center Xstat Server 21


Agent
The following values can be entered as cntId in the XStatAgentCntIds table:
CntId Brief Description
in the IP Office
Contact Center
System
Explanation
0 totNNew<- Total of incoming calls
1 totNNew<-RC Total of incoming calls via call distribution
4 totN-
New<-RCCons
Total of incoming consultation calls via call distribution
5 totNNew<-DCInt Total of incoming internal calls
6 totNNew<-DCExt Total of incoming external calls
7 totN-
New<-DCCons
Total of incoming consultation calls
8 totN-
New->RCCons
Total of outgoing consultation calls via call distribution
9 totN-
New->DCCons
Total of outgoing consultation calls
10 totTRing<- Total ring time of incoming calls
11 totTRing<- Average ring time
12 maxtotTRing<- Maximum ring time
13 totTRing<-RC Total ring time via call distribution
14 TRing<-RC Average ring time via call distribution
15 maxTRing<-RC Maximum ring time via call distribution
22 totNExp1<-RC Total of incoming calls via call distribution that exceed the
specified ring time
25 totNExp1<-DC Total of incoming direct calls to agent or number that exceed the
specified ring time
26 totNAban<- Total of abandoned incoming calls
27 totNAban<-RC Total of abandoned incoming calls via call distribution
30 totNAban<-DC Total of abandoned incoming calls to agent or number
22 Using IP Office Contact Center Xstat Server


31 totNAban<-Int Total of internal abandoned calls
32 totNAban<-Ext Total of external abandoned calls
33 totNRej<-RC Total of rejected incoming calls via call distribution
36 totNPickup<- Total of picked-up calls
37 totNPickup-> Total of calls picked up from an agent
38 totNExp<-RC Total of incoming calls via call distribution that exceed a specified
ring timeout
41 totNExp<-DC Total of incoming calls to agent or number that exceed a specified
ring timeout
42 totNBusy<- Total of incoming calls to agent already busy
43 totNBusy<-DCInt Total of incoming internal calls to agent or number with agent
already busy
44 totNBusy<-DCExt Total of incoming external calls to agent or number with agent
already busy
45 totNBusy->DCInt Total of outgoing internal calls to agent or number with agent
already busy
46 totNBusy->DCExt Total of outgoing external calls to busy subscriber
47 totNBusyRet<- Total of incoming calls that are returned to call distribution
because of busy agent
48 totNBusyDrop<- Total of incoming calls that are released because of busy agent
49 totNBusyTone Total of incidents the agent hears a busy tone
50 totTBusyTone Total time the agent hears a busy tone
51 TBusyTone Average time the agent hears a busy tone
52 maxTBusyTone Maximum time the agent hears a busy tone
53 totNConv<- Total number of incoming established calls
54 totNConv<-RC Total number of incoming established calls via call distribution
57 totNConv<-DCInt Total of incoming internal calls to agent or number
CntId Brief Description
in the IP Office
Contact Center
System
Explanation
Tables
Using IP Office Contact Center Xstat Server 23


58 totNConv<-DCExt Total of incoming external calls to agent or number
59 totNConv->DCInt Total of outgoing internal calls to agent or number
60 totNConv->DCExt Total of outgoing external calls to agent or number
61 totTConv<- Total of incoming conversation times
62 totTConv<-RC Total of incoming conversation times via call distribution
63 totTConv<-RC Average of all incoming conversation times via call distribution
64 maxtotTConv<-RC Maximum value of all incoming conversation times via call
distribution
71 totTConv<-DCInt Total of incoming internal conversation times, call to agent or
number
72 totTConv<-DCInt Average value of incoming internal conversation times, call to
agent or number
73 maxtotT-
Conv<-DCInt
Maximum value of incoming internal conversation times, call to
agent or number
74 totTConv<-DCExt Total of incoming external conversation times, call to agent or
number
75 TConv<-DCExt Average value of incoming external conversation times, call to
agent or number
76 maxT-
Conv<-DCExt
Maximum value of incoming external conversation times, call to
agent or number
77 totTConv->DCInt Total of outgoing internal conversation times, call to agent or
number
78 TConv->DCInt Average value of outgoing internal conversation times, call to
agent or number
79 maxSpZ->DCInt Maximum value of outgoing internal conversation times, call to
agent or number
80 totTConv->DCExt Total of outgoing external conversation times, call to external
numbers
81 TConv->DCExt Average value of all outgoing conversation times, call to external
numbers
CntId Brief Description
in the IP Office
Contact Center
System
Explanation
24 Using IP Office Contact Center Xstat Server


82 maxT-
Conv->DCExt
Maximum value of all outgoing conversation times, call to external
numbers
83 totNACW Total of established calls with wrap-up time
84 totTACW Total of wrap-up times
85 TACW Average wrap-up time
86 maxTACW Maximum wrap-up time
87 tontNCWC per
CWC
Total of calls per job code
(Use only within the context of a customer project!)
90 totNNoCWC Total of job codes not entered
91 totTService<-RC Total processing time via call distribution
92 TService<-RC Average processing time via call distribution
93 maxTService<-RC Maximum processing time via call distribution
100 totTLogin Total time of presence
101 totTSignOn Total time of availability for call distribution
103 totTPause Total pause time
104 totNHold Total of established calls put on hold by the agent
105 totTHold Total hold time
106 THold Average hold time
107 maxTHold Maximum hold time
108 totNAbanHold Total of calls abandoned while on hold
114 totNTrans->Ext Total of calls diverted to external subscribers
116 totNNew->Ext Total of outgoing calls
117 totNConvWait<=N Total of established calls with wait time <= n seconds
118 totNConv-
Wait>N<=M
Total of established calls with wait time > n and <= m seconds
119 totNConvWait>M Total of established calls with wait time > m seconds
CntId Brief Description
in the IP Office
Contact Center
System
Explanation
Tables
Using IP Office Contact Center Xstat Server 25


120 totNForcedCWC Total of mandatory job codes not entered after wrap-up time
121 totTForcedCWC Total time of mandatory job codes not entered after wrap-up.
122 TForcedCWC Average time of mandatory job codes not entered after wrap-up
123 maxTForcedCWC Maximum time of mandatory job code not entered after wrap-up
time
134 totNTrans-> Total calls transferred by the agent
135 totNTrans<- Total calls transferred to the agent
136 totNTrans->NonC
C
Total calls transferred to non-call center destinations
137 totTService<-RC
per CWC
Total of conversation and wrap-up times via call distribution per
job code
138 totNNew Total of calls (incoming and outgoing)
139 totNNew->Int Total of outgoing internal calls
140 totNNew<-Int Total of incoming internal calls
141 totNNew-> Total of outgoing direct calls
142 totNNew->RC Total of outgoing calls via CD
143 totNNew->DC Total of outgoing direct calls
144 totNNew<-OD Total of Dialer calls
150 totNAban-> Total of abandoned outgoing calls
151 totNAban->Ext Total of abandoned outgoing external calls
152 totNAban->Int Total of abandoned outgoing internal calls
153 totNAban->RC Total of abandoned outgoing calls via CD
154 totNAban->DC Total of abandoned outgoing calls
155 totNAban<-OD Total of abandoned Dialer calls
160 totNConv-> Total of outgoing established calls
161 totNConv->Ext Total of outgoing external established calls
CntId Brief Description
in the IP Office
Contact Center
System
Explanation
26 Using IP Office Contact Center Xstat Server


162 totNConv->Int Total of outgoing internal established calls
163 totNConv->RC Total of outgoing established calls via CD
164 totNConv->DC Total of outgoing calls to non-CC destinations
165 totNConv<-OD Total of established Dialer calls
170 totNACWNoCall Total of wrap-ups initiated without a call
171 totTACWNoCall Total of wrap-up times initiated without a call
172 TACWNoCall Average wrap-up time initiated without a call
173 maxTACWNoCall Maximum wrap-up time initiated without a call
180 totNVM Total of assigned voice messages
181 totNAbanVM Total unplayed voice messages
182 totNRejVM Total of rejected voice messages
183 totNDoneVM Total played voice messages
190 totNRej<-OD Total of rejected Outbound Dialer calls
200 totNBusy<-OD Total of incoming Outbound Dialer calls to agent already busy
210 totTConv<-RC Total of incoming conversation times via Outbound Dialer
211 TConv<-RC Average of all incoming conversation times via Outbound Dialer
212 maxTConv<-RC Maximum value of all incoming conversation times via Outbound
Dialer
CntId Brief Description
in the IP Office
Contact Center
System
Explanation
Tables
Using IP Office Contact Center Xstat Server 27


Agent Group
The following values can be entered as cntId in theXStatAGCntIds table:
CntId Brief Description
in the IP Office
Contact Center
System
Explanation
1000 totN Total of calls
1001 totNTrans-> Total of calls transferred to other topics by an agent of the
respective agent group
1003 totNNew Total of calls
1005 totNAban Total of abandoned calls
1006 totNConv Total of established calls
1008 totNConvWait<=N Total of established calls with wait time <= n seconds
1009 totNConv-
Wait>N<=M
Total of established calls with wait time > n and <= m seconds
1010 totNConvWait>M Total of established calls with wait time > m seconds
1011 TConv Average conversation time
1012 maxTConv Maximum conversation time
1013 TConvWait Average wait time of answered calls
1014 maxWTConvWait Maximum wait time of answered calls
1015 totNExp Total of calls that are returned to call distribution after ring timeout
1016 tontNCWC per
CWC
Total of calls per job code
(Use only within the context of a customer project!)
1018 TSF Telephony service factor in percent
1019 totNTSF Telephony service factor in number of calls
1020 NSignOn Average number of ACD agents
1021 maxNSignOn Maximum number of ACD agents
1022 minNSignOn Minimum number of ACD agents
1023 totNOverf-> Total of overflow calls
1025 totNOverf<- Total of calls overflowing to the call group concerned
28 Using IP Office Contact Center Xstat Server


1028 totNAbanWait<=N Total of abandoned calls <= n seconds
1030 totNAban-
Wait>N<=M
Total of abandoned calls > n and <= m seconds
1032 totNAbanWait>M Total of abandoned calls > m seconds
1039 TAbanWait Average wait time of abandoned calls
1040 maxTAbanWait Maximum wait time of abandoned calls
1060 totNVM Total voice messages assigned to be played
1061 totNAbanVM Total unplayed voice messages
1062 totNDoneVM Total played voice messages
CntId Brief Description
in the IP Office
Contact Center
System
Explanation
Tables
Using IP Office Contact Center Xstat Server 29


Results Data
Once per day and per client, the xstat_srv process analyzes the previous day's data in a specified range
(XStatControl.tStart, XStatControl.tDura) at a specified evaluation period (XStatControl.tRun) with the
specified interval length (XStatControl.tIntervall) and writes the results to the XstatData,
XstatTopicCntData, XstatAgentCntData and XStatAGCntData tables. The actual used interval length can
be greater than the specified one when the IP Office Contact Center saving interval is greater than the
length specified in XStatControl.tIntervall.
The topics configured in the IP Office Contact Center system are entered in the Xtopics table, the agents
configured in the IP Office Contact Center system are saved in the XAgents table and the agent groups
configured in the IP Office Contact Center system are entered in the XAGs table.
Deleting Data Records
The data records from the XStatData, XStatTopicCntData, XStatAgentCntData and XStatAGCntData
tables are deleted by the xstat_srv process when they are older that as indicated in XStatControl.tHold.
The data can also be deleted by the client when they are no longer required. The client must use its statId
for deletion, as otherwise the data of another client would be deleted.
Correct
delete from XStatData where statId=1
delete from XStatTopicCntData where statId=1
Incorrect
delete from XStatData
delete from XStatTopicCntData
30 Using IP Office Contact Center Xstat Server


The XStatData Table
A summary data record is written to the XStatData table per evaluation:
Field Name Data Type Example Value Explanation
statId Int 1 Statistics Id
tStart CS_DATETIME '13-Nov-1998 08:00' Start of the evaluation interval
(XStatControl.tStart+yesterday 00:00).
tDura Int 7200 Length of the evaluation interval in
seconds (as specified in XStatControl)
tIntervall Int 3600 Length of an individual interval in
seconds, e.g. 15 minutes -> 900. As a
rule, is the same as the one specified in
XStatControl.tIntervall but can deviate if
the interval length with which the IP
Office Contact Center statistics server
writes the data is greater than the value
specified in XStatControl.tIntervall.
errorCode Int 0 0: Evaluation ok, 1: Error during
evaluation
exported int 0 0: Not yet exported ODBC, 1: exported
via ODBC
Attention: Not used in the IP Office
Contact Center.
Tables
Using IP Office Contact Center Xstat Server 31


The XStatTopicCntData, XstatAgentCntData and XStatAGCntData Tables
The accumulated values for all counters entered in the corresponding tables (XStatTopicCntIds,
XStatAgentCntIds and XStatAGCntIds) are saved in the XStatTopicCntData, XStatAgentCntData and
XStatAGCntData tables.
Example for SQL Statement
In order to request the data for 13 November, 2006, for example, the following SQL statement can be used.
select statId, tStart, name, cntId, val
from XStatTopicCntData
where statId=1
and dStart>=13-Nov-2006 00:00
and dStart< 14-Nov-2006 00:00
order by tStart, name, cntId
Field Name Data Type Example Value Explanation
statId Int 1 Statistics Id
tStart CS_DATETIME 13-Nov-1998 09:00 Start of the interval
name char[30] topic1 Name of the topic, agent or agent group
cntId Int 2000 Counter ID (cntId)
val Int 5 Counter value
32 Using IP Office Contact Center Xstat Server


Evaluation Example
The contents of the evaluation for this day can yield the following data records:
statId tStart nr cntId Val
1 11/13/98 8:00:00 topic1 2000 10
1 11/13/98 9:00:00 topic1 2000 15
1 11/13/98 8:00:00 topic1 2012 8
1 11/13/98 9:00:00 topic1 2012 12
1 11/13/98 8:00:00 topic1 2014 65
1 11/13/98 9:00:00 topic1 2014 78
1 11/13/98 8:00:00 topic1 2018 104
1 11/13/98 9:00:00 topic1 2018 143
1 11/13/98 8:00:00 topic2 2000 100
1 11/13/98 9:00:00 topic2 2000 150
1 11/13/98 8:00:00 topic2 2012 80
1 11/13/98 9:00:00 topic2 2012 120
1 11/13/98 8:00:00 topic2 2014 60
1 11/13/98 9:00:00 topic2 2014 70
1 11/13/98 8:00:00 topic2 2018 109
1 11/13/98 9:00:00 topic2 2018 149
1 11/13/98 8:00:00 topic3 2000 11
1 11/13/98 9:00:00 topic3 2000 16
1 11/13/98 8:00:00 topic3 2012 9
1 11/13/98 9:00:00 topic3 2012 13
1 11/13/98 8:00:00 topic3 2014 66
1 11/13/98 9:00:00 topic3 2014 79
Tables
Using IP Office Contact Center Xstat Server 33


The XStatAgentItemData Table
Results for agent counters that require further aggregation are saved in the XStatAgentItemData table.
Currently, only the "Total of calls per job code" counter is implemented.
1 11/13/98 8:00:00 topic3 2018 105
1 11/13/98 9:00:00 topic3 2018 144
statId tStart nr cntId Val
Field Name Data Type Example Value Explanation
statId Int 1 Statistics Id
tStart CS_DATETIME 13-Nov-1998 09:00 Start of the interval
nr char[30] 4711 Number of agents
CntId Int 87 Counter ID (cntId)
val Int 5 Counter value
Item Char[255] 11 e.g., ACode
34 Using IP Office Contact Center Xstat Server


The XTopics, XAgents ad XAGs Tables
The xstat_srv process saves the names and numbers of all topics, agents and agent groups configured
in the IP Office Contact Center system in the XTopics, XAgents ad XAGs tables.
Field Name Data Type Example Value Explanation
No. char[30] 17792 Number of topics, agents or agent
groups, if available, otherwise CCId of
the object (for AG and Agent)
Name char[30] 'Orders' Name of the topic, agent or agent group
Supplementary Notes
Using IP Office Contact Center Xstat Server 35


Supplementary Notes
Evaluations for the Past
If no evaluation was performed by xstat_srv due to a malfunction of the IP Office Contact Center server or
similar, then this evaluation is not automatically performed at a later date. However, you can manually
make up the daily evaluation for up to the past 14 days.
This is done with the XSTAT_DAYSBACK environment variable. The environment variable must be set for
each missing interval, after which xstat_srv must be restarted. For normal operation this variable may not
be set to 0.
Example
The following example shows the evaluation for the past four days, illustrated in a DOS window or in a
batch:
SET XSTAT_DAYSBACK=1
xstat_srv.exe
SET XSTAT_DAYSBACK=2
xstat_srv.exe
SET XSTAT_DAYSBACK=3
xstat_srv.exe
SET XSTAT_DAYSBACK=4
xstat_srv.exe
36 Using IP Office Contact Center Xstat Server



Example Outputs for the xstat_srv Process
The following illustration shows TTrace outputs from the start of the xstat_srv process as well as an
evaluation for topics, agent groups and agents.
D9197c 10:46:01.756 Report_xstat_srv
D9198c xstat_srv version 50.9 2.0.0.3100 01-Sep-2010 starting
D9199c 10:46:01.757 TC_General (AbsOrbNaming::resolve) success: resol-
ved: /DefaultSystemName.System/db_srv.Server/DB.Object
D9202c TT_Version
******************************************************************************
*
TT_Version * xstat_srv: 50.9 *
TT_Version * Build: 2.0.0.3100, Date: 01-Sep-2010
*
TT_Version
******************************************************************************
*
D9205c 10:46:04.777 TC_General (AbsOrbNaming::resolve) success: resol-
ved: /DefaultSystemName.System/utility.Server/ServerLogging.Object
D9206c 10:46:04.780 Report_xstat_srv ctor StatToDo: new statistic, sta-
tId=123, tRun=39300 tRepeatInterval=86400 will be run in 536 sec
D9207c 10:46:07.796 TC_General (AbsOrbNaming::resolve) success: resol-
ved: /DefaultSystemName.System/lna_srv.Server/cc.Model/LNASrv.Object
D9210c 10:46:07.800 Report_xstat_srv main: xstat_srv ready, statistics to
do: 1
D9211c 10:46:07.803 TC_General (AbsOrbNaming::resolve) success: resol-
ved: /DefaultSystemName.System/statistic_srv.Server/SMStatServerEx.Object
E0832c 10:55:03.030 Report_xstat_srv main: new runtime calculated: Sat Sep
04 10:55:00 2010
E0833c 10:55:03.030 Report_xstat_srv main: doing statistic evaluation, sta-
tId=123
E0834c 10:55:03.047 Report_xstat_srv StatToDo::tmain: thread for statId=123
started and reporting ...
E0835c 10:55:03.072 Report_xstat_srv StatToDo::FindXStatUser: didn't con-
figure XStatUser123!
E0836c 10:55:03.072 Report_xstat_srv ==> generate statistics for all Topics,
Agents and AGs!
E0839c 10:55:03.307 Report_xstat_srv StatToDo::tmain: doing Topic evalua-
tion, statId=123
E0844c 10:55:09.475 Report_xstat_srv xStatEvaluateSingleCounter: evaluating
statId=123 time to get SM data=4 time to put XStat data=2
E0847c 10:55:10.877 Report_xstat_srv StatToDo::tmain: doing AG evaluation,
statId=123
E0859c 10:55:12.447 Report_xstat_srv xStatEvaluateSingleCounter: evaluating
statId=123 time to get SM data=2 time to put XStat data=0
E0862c 10:55:12.749 Report_xstat_srv StatToDo::tmain: doing Agent evalua-
tion, statId=123
Supplementary Notes
Using IP Office Contact Center Xstat Server 37


E0867c 10:55:15.714 Report_xstat_srv xStatEvaluateSingleCounter: evaluating
statId=123 time to get SM data=3 time to put XStat data=0
E0868c 10:55:15.918 Report_xstat_srv StatToDo::tmain: doing summary, sta-
tId=123
E0876c 10:55:16.033 Report_xstat_srv StatToDo::tmain: finished evaluations,
statId=123
E0883c 10:55:16.116 Report_xstat_srv StatToDo::tmain: reporting for sta-
tId=123 finished and leaving the thread
38 Using IP Office Contact Center Xstat Server


Configuration in the UI
You need a user name and password in order to use the UI.
You can find the configuration for xstat_srv in the IP Office Contact Center UI under Administration
Configuration. Proceed as follows:
1. Start the Configuration application.
2. Select Staff Planning Interface under System. The Settings for the Staff Planning Interface
dialog box is displayed.
3. You can configure the following settings in the Time Settings tab.
4. You can add or delete counters for topics, agent groups and agents in the Topic, AG, Agent tab.
A list shows the counters for the staff planning interface. The list shows only counters for topics with
the task type telephony. You can select the desired counters.
5. You can have the list display names or abbreviations.
6. Click OK to save your settings.
Setting Explanation
Start time Shows the start time for the collection of statistics values. Use the format
hh:mm (hours, minutes).
Duration Shows the duration for the collection of statistics values. Use the format
hh:mm (hours, minutes).
Interval Shows the statistics interval for the collection of statistics. You have to enter
either the calculated period of time for the statistics settings or a multiple of
this value. Use the format hh:mm (hours, minutes).
Start calculation Shows the start of the calculation. You usually start the calculation at a
low-load time, e.g. at night. Use the format hh:mm (hours:minutes).
Keep data for Shows for how long the data is kept in the IP Office Contact Center database
(Xstat table). The data is overwritten after this period.
You must enter a time that is equal to or greater than two days, since
otherwise the statistics created for the previous day the will be immediately
deleted.
Supplementary Notes
Using IP Office Contact Center Xstat Server 39


Note about the INVISION Application
If you "cannot see" the tree in INVISION, this is because entries must be entered in the registry database
on the client side.
Additional Notes for Expert Users
The following system variables are used:
The XStat server generates the report for the configured counters of all objects (topics, agents, agent
groups). The objects can be allocated to a report starting with BCC 4.0 by means of a technical agent being
created with the name XStatUser<statId>.
Example: XStatUser123 for standard statistics. Restriction: The Id must be three digits in length. The
objects to be used for the respective report are determined by the agent's rights in the configuration UI.
System Variable Standard Explanation
XSTAT_BUFFERLIMIT 100000 Specifies the size of the Cobra packets in bytes with which
the statistics data are written to the database.
XSTAT_DAYSBACK 0 One-time extraction of the statistics. See above.
XSTAT_HOURSBACK 0 One-time extraction of the statistics. See above.
PABXSHORTNAME_EN
ABLE
0 BCC 4.0
Provides each phone number with the code of the
associated PABX in order to clearly identify an entry in the
system. Example: TK1_1400 for agents with phone number
1400 on the PABX "TK1."
Because names are used in the IP Office Contact Center
(these are unique), this flag is superfluous.
40 Using IP Office Contact Center Xstat Server


Using IP Office Contact Center Xstat Server 41


Glossary
ACD ACD stands for Automatic Call Distribution.
AV AV stands for call distribution.
BCC BCC stands for Business Call Center.
DB server The database server manages the IP Office Contact Center system configuration.
Insert Inserts a table or several data records. Such a query is designated as an add query.
ODBC ODBC stands for Open DataBase Connectivity (Open Database Connectivity) and is a
database driver, and therefore provides a programming interface (API) that enables a
programmer to develop his application irrespective of the database server used (the
database). The technology makes it possible to integrate data from any applications into
a database system. This interface was originally developed for Microsoft Access, but in
the mean time has also been adopted by other software manufacturers. ODBC has since
been established as the standard in many fields.
Modern programming environments (e.g. Borland Builder) use ODBC to enable
uncomplicated access to a wide range of different database management systems
(using ready-made data-sensitive control elements). Data access is never made directly
to a table or a database, but always via the corresponding (ODBC) component! Using
ODBC it is possible to access any local or remote data source.
Classes that define methods for handling the data resources from different database
systems are available for object-oriented programming languages (e.g. C++). The
programmer no longer needs to worry about any database-specific details.
PDF PDF stands for Portable Document Format.
SQL SQL stands for Structured Query Language. SQL is a language used to query, update
and administer relational databases.
Unicode Unicode is an international standard that defines a digital code for every meaningful
character or text element of all known writing cultures and character systems over the
long term.
UTF8 UTF-8 stands for 8-bit Unicode Transformation Format. UTF8 is the most widely
distributed coding for Unicode characters.
VU VU stands for voice unit.
VU


42 Using IP Office Contact Center Xstat Server
Using IP Office Contact Center Xstat Server 43


Index
Index
A
ACD . . . . . . . . . . . . . . . . . . . . . . . 41
ACW . . . . . . . . . . . . . . . . . . . . . .17, 24
AES server . . . . . . . . . . . . . . . . . . . . 41
Agent . . . . . . . . . . . . . . . . . . . . . . . 21
Agent group . . . . . . . . . . . . . . . . . . . . 27
Announcement . . . . . . . . . . . . . . . . . . 17
ASA. . . . . . . . . . . . . . . . . . . . . . . . 41
AV . . . . . . . . . . . . . . . . . . . . . . . . 41
B
BCC . . . . . . . . . . . . . . . . . . . . . . . 41
C
CntId . . . . . . . . . . . . . . . . . . . . . . . 14
ColCmt . . . . . . . . . . . . . . . . . . . . . . 14
ColName . . . . . . . . . . . . . . . . . . . . . 14
Comments field . . . . . . . . . . . . . . . . . . 14
Configuration . . . . . . . . . . . . . . . . . . . 38
Connect . . . . . . . . . . . . . . . . . . . . . . 12
Conversation time . . . . . . . . . . . . . . . . . 27
Conversation times . . . . . . . . . . . . . . . . 23
D
Delete. . . . . . . . . . . . . . . . . . . . . . . 29
Duration. . . . . . . . . . . . . . . . . . . . . . 38
E
Evaluation. . . . . . . . . . . . . . . . . . . .13, 32
Evaluation interval . . . . . . . . . . . . . . . . . 30
Evaluation Period . . . . . . . . . . . . . . . . . 29
F
Functionality. . . . . . . . . . . . . . . . . . . . . 5
G
Glossary . . . . . . . . . . . . . . . . . . . . . 41
H
Hold time . . . . . . . . . . . . . . . . . . . . 5, 24
I
Insert . . . . . . . . . . . . . . . . . . . . . . . 41
insert . . . . . . . . . . . . . . . . . . . . . . . 15
Installation . . . . . . . . . . . . . . . . . . . . . . 6
Interface for staff planning. . . . . . . . . . . . . . 38
Interval . . . . . . . . . . . . . . . . . . . . 29, 38
INVISION . . . . . . . . . . . . . . . . . . . . . 39
isql . . . . . . . . . . . . . . . . . . . . . . . . 15
J
Job code. . . . . . . . . . . . . . . . . . 17, 24, 27
K
Keep data for. . . . . . . . . . . . . . . . . . . . 38
O
ODBC . . . . . . . . . . . . . . . . . . . . .5, 6, 30
ODBC Data Source Administrator . . . . . . . . . . . 7
Open Database Connectivity . . . . . . . . . . . . 41
overload . . . . . . . . . . . . . . . . . . . . . . 18
P
Password . . . . . . . . . . . . . . . . . . . . . . 7
PDF . . . . . . . . . . . . . . . . . . . . . . . . 41
Personnel planning system . . . . . . . . . . . . . 10
Processes . . . . . . . . . . . . . . . . . . . . . . 5
R
Restart. . . . . . . . . . . . . . . . . . . . . . . 11
Ring time . . . . . . . . . . . . . . . . . . . 16, 21
S
Speech time . . . . . . . . . . . . . . . . . . . . 16
SQL . . . . . . . . . . . . . . . . . . . . . . . . 41
SQL statement . . . . . . . . . . . . . . . . . . . 31
Using IP Office Contact Center Xstat Server 44


Index
Start calculation . . . . . . . . . . . . . . . . . . 38
Start time . . . . . . . . . . . . . . . . . . . . . 38
StatId . . . . . . . . . . . . . . . . . . . . . . 11, 14
statId . . . . . . . . . . . . . . . . . . . . . . . 10
Statistics counters . . . . . . . . . . . . . . . . . 16
T
tDura . . . . . . . . . . . . . . . . . . . . . . . 13
Time settings . . . . . . . . . . . . . . . . . . . 38
tIntervall . . . . . . . . . . . . . . . . . . . . . . 13
Topic . . . . . . . . . . . . . . . . . . . . . . . 16
tRepeatInterval . . . . . . . . . . . . . . . . . . 13
tRun . . . . . . . . . . . . . . . . . . . . . . . 13
TSF. . . . . . . . . . . . . . . . . . . . . . . . 18
tStart . . . . . . . . . . . . . . . . . . . . . . . 13
U
Unicode . . . . . . . . . . . . . . . . . . . . . . 41
UTF8 . . . . . . . . . . . . . . . . . . . . . . . 41
V
Voice mails . . . . . . . . . . . . . . . . . . .18, 26
Voice message . . . . . . . . . . . . . . . . . . 18
VU . . . . . . . . . . . . . . . . . . . . . . .17, 41
W
Wait queue . . . . . . . . . . . . . . . . . . . . 17
Wait time . . . . . . . . . . . . . . . . . . . .16, 18
X
XAgents. . . . . . . . . . . . . . . . . . . . . . . 5
XAGs . . . . . . . . . . . . . . . . . . . . . . . . 5
xstat_srv . . . . . . . . . . . . . . . . . . 6, 10, 36
XStatAGCntData. . . . . . . . . . . . . . . . . . . 5
XStatAGCntIds . . . . . . . . . . . . . . . 5, 14, 27
XStatAgentCntData . . . . . . . . . . . . . . . . . 5
XStatAgentCntIds . . . . . . . . . . . . . . . . 5, 21
XstatAgentCntIds . . . . . . . . . . . . . . . . . 14
XStatControl . . . . . . . . . . . . . . . . . . . 5, 11
XstatControl . . . . . . . . . . . . . . . . . . . . .11
XStatData . . . . . . . . . . . . . . . . . . . . 5, 30
XStatTopicCntData . . . . . . . . . . . . . . . . . 5
XStatTopicCntIds . . . . . . . . . . . . . . 5, 14, 16
XstatTopicCntIds . . . . . . . . . . . . . . . . . 14
XTopics . . . . . . . . . . . . . . . . . . . . . . . 5