Service Metrics

Last Updated : Aug 17, 2023 |
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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:
  • per Service
    The priority is null.
  • per Service per Work Priority
    The priority range is 0 to 100, with 100 being the lowest priority.
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.