A performance indicator is a formula that the server continuously recalculates: each run starts one second after the end of the previous one. The list under Performance Monitoring › Performance indicator shows all indicators with Name, Description, Performance Indicator Type, Sort order and State; the header counts them, for example Indicators: 6.
| State | Meaning |
|---|---|
| In use | The formula is error-free; the server evaluates the indicator. |
| not compiled | The formula contains an error. |
| No license | No license is free for the indicator; it is not evaluated. |
The types
You set the type when you create the indicator. It determines what the formula calculates over:
| Type | The formula calculates | Command in the context menu |
|---|---|---|
| General | once for the whole contact center | Add general performance indicator |
| Agent | for each logged-in agent | Add agent performance indicator |
| Contact | for each running conversation | Add conversation performance indicator |
| Automatic conversation distribution | for each skill | Add ACD performance indicator |
| Campaign | for each campaign | Add campaign performance indicator |
If an indicator calculates per agent, conversation, skill or campaign, each entry gets its own alarm: if two conversations wait too long, there are two alarms.
Creating an indicator
- Right-click the list and choose the command for the type you want. Main administrators can also click the empty area for this; everyone else clicks an existing indicator.
- In the Performance indicator configurator dialog, on the Basic settings tab, enter the Name and, if needed, a Description.
- On the Settings tab, select the Value order and write the Formula.
- Click Save.
| Field | Meaning |
|---|---|
| Name | Required, and also the name of the alarms. Use only characters from the ASCII character set — no umlauts or other accented letters — because the name also serves as the object name for SNMP. Otherwise the indicator cannot be saved. |
| Description | free text; it also appears in the MIB |
| Performance Indicator Type | the type, for display only |
| Value order | whether high or low values are worse, see below |
| Formula | the calculation. The Administration checks it with every entry: if it contains errors, the field changes color and the error appears below it; if it is empty, it shows Missing. |
The value order
| Value order | means | for example |
|---|---|---|
| ascending | Higher values are worse. | waiting conversations, waiting time |
| descending | Lower values are worse. | logged-in agents |
| not sorted | Only exactly matching values count — for yes/no, texts and states. | whether a skill is open |
New indicators are set to not sorted. How the value order determines which severity applies is shown in Which severity applies.
The formula
The formulas use the same language as the wallboards, described under
Formulas. General indicators calculate with
lists of the live data; unlike in wallboards, Agents here only contains the
logged-in agents:
| List | contains |
|---|---|
Conversations |
all running conversations |
PhoneCalls, InboundCalls, OutboundCalls |
all, the inbound and the outbound calls |
EMails, InboundEMails, OutboundEMails |
the same for emails |
Faxes, InboundFaxes, OutboundFaxes |
the same for faxes |
Chats |
the chats |
Agents |
the logged-in agents |
Skills, ACDs |
the skills or their distribution rules |
Languages |
the languages |
SkillQualifications, LanguageQualifications |
the qualification levels |
ConversationStatistics, AgentStatistics |
the real-time statistics of the conversations and agents |
Two examples:
| Formula | results in | Value order |
|---|---|---|
Conversations.Count(State="Waiting") |
the number of waiting conversations | ascending |
Agents.Count() |
the number of logged-in agents | descending |
Indicators for agents, conversations, skills and campaigns calculate with the
individual entry: you address its properties directly by their names, and
the entry itself as Row.
Suitable results are whole numbers, time spans, points in time, yes/no, texts and states.
Changing and deleting
When you save an indicator, the server compiles the formula again and starts the evaluation from scratch; open alarms of the indicator end in the process. The same applies when deleting: Delete in the context menu or Delete, then confirm the prompt Delete performance indicator with OK.
Exporting as a MIB
A monitoring system needs a MIB to understand the values and traps of myContactCenter. The Administration generates it from the indicators:
- Right-click the list and choose Export to MIB or Export only SNMP OIDs.
- In the Save MIB window, choose the folder and file name.
Export to MIB writes a complete MIB. Export only SNMP OIDs writes only the descriptions of the objects — use this to combine the indicators of several installations in one MIB. The object IDs are based on the SNMP Identifier for this Server, see SNMP settings.
The monitoring system can query general indicators at any time; the MIB describes the others only for the traps. Querying requires the Server: SNMP monitoring license.