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Using Avaya Workspaces for Avaya Experience Platform™ Public Cloud
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Producers in real-time reporting
Last Updated : Mar 18, 2024 |
Prolog information
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Avaya Workspaces uses producers from Analytics for Avaya Experience Platform™ Public Cloud to create views. Analytics for Avaya Experience Platform™ Public Cloud also provides a list of measures that are available for use in each view.
The following table lists the producers and respective measures:
|
Producers
|
Producer type
|
Description
|
|---|---|---|
|
Agent
|
Interval To Date (ITD)
|
Displays a report on agent information and agent properties.
|
|
AgentByChannel
|
Interval To Date (ITD)
|
Displays a report on agent performance and productivity by channels.
|
|
AgentByQueue
|
Interval To Date (ITD)
|
Displays a report on the interactions that an agent handles for each queue.
|
|
CallbackDetail
|
Journal (JRNL)
|
Displays a report on interactions and their associated callbacks.
|
|
Channel
|
Interval To Date (ITD)
|
Displays a report on all the channels.
|
|
DialogDetail
|
Contact Detail Record (CDR)
|
Displays a report on the details of an interaction and the dialog associated with it.
|
|
Group
|
Interval To Date (ITD)
|
Displays a report on all the groups within the account.
|
|
Queue
|
Interval To Date (ITD)
|
Displays a report on the performance of agents in a particular queue.
|
|
QueueByChannel
|
Interval To Date (ITD)
|
Displays a report on the interactions that an agent handles for each queue in all channels.
|
Producer types
The following table describes the producer types:
|
Producer type
|
Description
|
|---|---|
|
Interval To Date (ITD)
|
Calculates measures for the current 24-hour interval.
|
|
Contact Detail Record (CDR)
|
Reports data that Analytics for Avaya Experience Platform™ Public Cloud collects for each interaction.
|
|
Journal (JRNL)
|
Reports journalized measures.
|
Measure reset
Some Interval To Date (ITD) measures reset at midnight based on the selected time zone. If account administrators do not configure a specific time zone, some of these measures reset at midnight UTC.
For more information about the measures that reset at midnight, see the Reset at midnight column for the specific producer type. For example, to learn about the measures that reset at midnight for the Agent producer, see the Reset at midnight column in Measures under the Agent producer.
Note:
Contact Detail Record (CDR) producers and Journal (JRNL) producers do not reset at midnight.
If the selected time zone supports daylight savings (DST), then at least once a year, Analytics for Avaya Experience Platform™ Public Cloud does the following:
-
Sets the time forward by a preset amount of time.
-
Sets the time back by a preset amount of time.
For example, if the year is 2023 and the selected time zone is America/New York, Analytics for Avaya Experience Platform™ Public Cloud changes the time twice a year. The following table displays the details of the time changes and the change to the duration for that day:
|
Date and Time
|
Time Change
|
Offset
|
ITD Duration
|
|---|---|---|---|
|
Sun, 13 Mar, 02:00
|
+1 hour (DST starts)
|
GMT-4
|
23 hours
|
|
Sun, 5 Nov, 02:00
|
-1 hour (DST ends)
|
GMT-5
|
25 hours
|
Retention of deleted and inactive data
Analytics for Avaya Experience Platform™ Public Cloud retains deleted data for a day. Real-time reporting dashboards continue to display deleted data, such as agents or queues, until the ITD measures reset at midnight based on the selected time zone.
Real-time reporting dashboards display inactive data for 28 days. After this period, Analytics for Avaya Experience Platform™ Public Cloud deletes inactive data when the ITD measures reset at midnight based on the selected time zone.
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