Using the Service Metrics feature, you can obtain metrics for a specific attribute set or service. To obtain the metrics, you must provide at least one attribute set. An attribute set consists of at least one key-value pair of attribute category and value, in the form of [category, Value]. You can also specify a priority for the metrics. If you do not specify a priority, Work Assignment uses the default value.
Metrics allows you to check six services at a time.
Metrics can be of two types:
Any references to Resource in the context of Metrics refer to the routable address; that is, the entity that Work Assignment monitors for the availability state of resources, and the entity that Work Assignment returns in response to a successful match request. A service represents the attribute set combination specified or realized on incoming work.
When you provide the input parameters for Service Metrics,
Work Assignment provides the following metrics:
Metric |
Description |
Per Service |
Per Service Per Work Priority |
ResourceReadyCount |
Number of resources Available to be assigned work from the Service. |
Y |
Y |
ResourceBusyCount |
Number of resources with the Service currently ON WORK.
Note:
If a resource has multiplicity >1, it can be both Busy on work and still Ready for more work. Therefore, the resource is counted in this metric and the previous metric.
|
Y |
Y |
ResourceStaffedCount |
Number of resources logged in on this service. Independent of current availability. |
Y |
Y |
WaitingWorkCount |
Number of work items associated with the Service that are to be Accepted by a Resource. |
Y |
Y |
ProcessingWorkCount |
Number of work items associated with the Service that are in process. Total number of work items currently on work. |
Y |
Y |
CompletedWorkCount |
Number of work items associated with the Service that are processed by a Resource. |
Y |
Y |
OldestWorkWaiting |
The oldest work item that is to be Accepted by a Resource. The value is measured in seconds. |
Y |
Y |
Rolling ASA (Rolling average speed of answer) |
Rolling Average Speed of Answer. The value is measured in seconds. |
N |
Y |
Service Occupancy |
The percentage ratio of Busy Resource to Staffed Resources per Service. |
Y |
Y |
EWT (Estimated wait time) |
Estimated Wait Time. The value is measured in seconds. |
N |
Y |
Occupancy |
The Resource Occupancy, that is, a historical average, taking historical data into account. |
N |
N |
Note:
You must provide priority values in your query to obtain data for WaitingWorkCount, ProcessingWorkCount, CompletedWorkCount, and EWT.
Service metrics is only supported in a deployment with resource provider adapter.
To obtain metrics for a service, the service must preexist.
