Adding VuStats agent data formats

Last Updated : Feb 25, 2023 |

About this task

Configure data types that agents can access when viewing their statistics. You can also define how the phone uses one of the 50 data formats to display agent statistics..

When configuring a VuStats data format, you can specify an interval during which the contact center collects the statistics data. You can also configure an update interval at which the agent phone refreshes the displayed data.

Procedure

  1. On the Configuration Server web portal, go to Administration > Parameters > VuStats.
  2. At the top-right corner of the VuStats screen, click the Add icon.

    The Configuration Server displays the VuStats configuration fields.

  3. At the top half of the screen, in Format Number, type the required number of the VuStats data format.

    The value range is from 1 to 50. You must use a unique format number for each VuStats configuration.

  4. In Object Type, select agent.
  5. Optional In Next Format Number, select the format number the phone displays when the agent presses Next.

    If you leave this field empty, the phone does not display the Next soft key.

  6. To assign a character for defining the length of data fields displayed on the phone, in Data Field Character, type any character except a space.

    For example, you can type $. Use the specified character to define the data format in the Format Description field.

  7. To set the number of intervals for collecting data, in Number of Intervals, type a number from 1 to 24.
    Note:

    • To determine the length of a VuStats collection interval, the contact center processes the number of intervals with the VuStats Measurement Interval value on the Global Configurations screen. For example, if you type 2 for the number of intervals and set VuStats Measurement Interval to half-hour, the length of a data collection interval is one hour.

    • If you leave the number of intervals blank, the contact center uses the VuStats Measurement Interval value as the length of a data collection interval.

  8. To configure an update interval at which the phone refreshes the data, in Update Interval, select one of the following:

    • no-update: To display the collected data without updating it. When the agent presses the VuStats button, the phone displays the collected data and does not update it.

    • polled: To update the data. The update happens based on the option selected in the VuStats Measurement Interval field. You can see this field in the Global Configurations screen of the Parameters tab.

    • 30, 60, 120: To update the data after the selected number of seconds.

  9. Optional If you select no-update, in Display Interval, select one of the following:

    • 5: The phone displays the collected data for 5 seconds.

    • 10: The phone displays the collected data for 10 seconds.

    • 15: The phone displays the collected data for 15 seconds.

    • 30: The phone displays the collected data for 30 seconds.

    • not cleared: The phone displays the collected data until another message is displayed.

  10. In Format Description, type the character assigned in Data Field Character to define how the phone displays the VuStats data types.

    For example, if you type $ in Data Field Character and add agent-extension and current-reason-code as data types, you can type $$$$ $$$ to set the agent extension string length to 4 characters and reason code length to 3 characters. The maximum format description length is 40 characters.

  11. In Description, type a short description of the data format.

    You can type a maximum of 50 Unicode characters.

  12. Optional To update the data when the agent changes work mode, in On Change, select Enabled.
  13. To add an agent data type, at the lower half of the screen, click Add Stat.
  14. From the drop-down list, select and configure the required data type.
  15. Repeat steps 11 to 12 until you add and configure all the required agent data types.
  16. At the top-right corner of the screen, click Commit.

    The Configuration Server saves the agent VuStats configuration and redirects you to the VuStats screen.

Related information
Agent data types