When Statistics Are Reset; When Statistics Are Refreshed - Toshiba Strata CS User Manual

When statistics are reset

Statistics are reset to zero at the following times:
Note:
When a call overlaps a reset time, some statistics for it will appear in the first grouping,
some in the second, depending on when the statistic is counted. For example, Calls Answered is
counted as soon as the call is answered, while Calls Completed is counted when the call ends.
Therefore, if a call lasts from 11:58 PM to 12:20 AM, it would be counted as a Call Answered in
Day 1, and a Call Completed in Day 2.

When statistics are refreshed

By default the Queue Monitor folder refreshes with new statistics as soon as they become
available, providing a real-time picture of queue activity. You can enter a slower refresh rate to
improve the responsiveness of agents' ViewPoint applications. You should change this setting
if you find that agents' ViewPoint applications are responding too slowly.
To change the Queue Monitor refresh rate
1.
2.
3.
4.
C-12
Statistic type
Statistics by day
Statistics by period
Statistics by shift
In the Strata CS Administrator, choose
dialog box opens.
Choose the Queue tab.
Enter the refresh rate you want (in milliseconds) in
Click .
OK
When reset
At midnight, or when the Server is restarted.
On 15, 30, or 60 minute intervals, depending
on your configuration for
interval. The intervals are counted from
midnight, so a 15-minute interval would reset
at 12:15, 12:30, 12:45, etc.
All queues that share the same statistics
period interval reset at the same clock time.
Note: Period statistics are always reset
counting from midnight, not from the time of a
Server restart. This could result in a short
period. For example, if the Server was started
at 9:50, the period would still end at 10:00,
resulting in a 10-minute period.
At the end of the shift, as you defined it (see
the Strata CS Call Center Administrator
Guide).
Tools > System Settings
Queue statistics refresh interval
Statistics period
. The System Settings
.