[quote author=Adam_W link=topic=6310.msg27480#msg27480 date=1301596233]
Yet another Infomart post; you can tell I'm slightly out of my depth here!
I'm working with a customer who uses WFM and Infomart/Interactive Insights for reporting. There is an issue over the difference in Average Handle Time calculation over the course of a day.
WFM obtains its statistics from StatServer whereas Infomart works with events from T Server, so to an extent I would expect a difference in the figures, but its a sticking point in this case. We've narrowed the difference down to 15-20 seconds per day by trying to make the calculations the same between the two sources, but the desire is that they will be exactly the same.
It's interesting that it's 15-20 secs each day and suggests there may be something I'm missing in the calculation. I have no idea what.
Just interested to see whether anyone else has every tried to overcome the same challenge?
[/quote]
OK.... here we go again.... deep breath, aaaand...
A StatServer gets it's info through being connected to a TServer. Your statement that "WFM uses a StatServer and Infomart uses a TServer" is correct but Infomart uses an element called ICON to extract statistical data from a TServer. So, in actuality, the source of the stats for both solutions is a TServer - but the path to extracting the stats is not quite the same.
There isn't a matrix of comparable units for the statistics across CCA|GI2|CCP|WFM|IWS because they all serve different purposes;
CCA, CCP and IWS generally count Volumes
GI2 generally counts Interactions
WFM generally counts Work Effort
Next, the way in which stats are calculated across these [i]different solutions [/i]is not the same. With one, it may calculate AHT based on whole numbers only (13 seconds) - whereas another may count the absolutes (12.56 seconds).
Finally, as a rule of thumb and a [i]Best Practice[/i], even using the same Platform which has 2 separate reporting sources, you should allow for up to 3% differential between stats. You are looking for everything to be mathematically equal and - whilst it may be very satisfying to see that - it will not be. In actual fact, without even knowing what your volumes are, if you have a differential of [i]only [/i]15-20 seconds in AHT for day, that is [i]extremely [/i]accurate!
If you take anything away from this post, let it be this;
Genesys is [u]not [/u]a [i]Solution[/i]. It is a [i]Platform[/i]. It can contain many different Solutions which were built with specific tasks in mind. Ask yourself if you are using those Solutions for the individual purposes they were intended - or you are trying to manipulate data sets from different Solutions purely because you think you can. The volumes, counts, statistics, averages and other calculations and algorithms within each Solution are applied to thousands - sometimes millions - of units for measurement, so there are bound to be some small scale differences. So, really - [u]don't sweat the small stuff[/u], it will be a fruitless effort for very little gain.
Adam
