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Statistics configuration
122 NN44400-710 Contact Center Performance Management 12 November 2010
Configuring real-time statistics collection
To use the Real-Time Reporting feature of Contact Center Manager Administration, you
must first configure Contact Center Manager Server to collect the types of statistics to
see in the Real-Time Reporting displays. You can configure the following seven types
of predefined real-time statistics:
• skillset statistics (mandatory)
• nodal statistics (mandatory)
• application statistics
• IVR statistics (Avaya Communication Server 1000)
• route statistics (Avaya Communication Server 1000 PABX only)
• agent statistics
• network statistics (Avaya Communication Server 1000 PABX only)
For each of these real-time statistics, you must indicate the viewing mode (moving
window or interval-to-date). The interval-to-date settings that you choose start
immediately and apply to all real-time displays at all sites on your network that use the
interval-to-date mode.
Procedure steps
Step Action
1 Log on to the Configuration component.
2 In the left pane, select the server on which to configure the real-time statistics.
3 In the right pane, select the viewing mode for the following statistics:
• Skillset Statistics: You must select a viewing mode value for this statistic. The
system automatically collects this required statistic for Intrinsics in writing scripts.
• Nodal: You must select a viewing mode value for this statistic. The system
automatically collects this required statistic for Intrinsics in writing scripts.
• Application Statistics: Optional.
• IVR Statistics: Optional.
• Route Statistics: Optional. Available on an Avaya Communication Server 1000
PABX only.
• Agent Statistics: Optional.
• Network Statistics: Optional. Available on an Avaya Communication Server 1000
PABX only.
4 In the Data Collection Interval boxes, type the interval duration to use in the
interval-to-date data collection mode.
5 In the One of the intervals starts at box, type the start time for statistics collection in
the interval-to-date data collection mode.