Install KPI Monitoring plugin

Note This feature requires an additional plug-in. Please contact your Sales Contact to verify if a plug-in is purchased.

Installation

Make sure you acquire the right version of the Plugin for the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. version you are currently running. Follow the following steps to make the plugin do it's job.

  1. ​Extract the acquired zipfile for the plugin to a directory on disk, for example: C:\data\plugins\KpiMonitorPlugin

  2. Locate the configuration for your UCC's and edit it. (default location: %programdata%\Anywhere365\Core\Service\[SERVICE NAME]\config.xml​)

  3. Add the following line with the correct location to the node <UnifiedContactCenter>:

    <Plugin name="KpiMonitorPlugin" path="[PLUGIN DIRECTORY]" file="Wsp.Anywhere365.KPI.Monitor.dll"/>​

    This sample will show how the total block will look like:

    <UnifiedContactCenter Name="ucc_test" Msmq="MSMQ_UCC_TEST">

    <SettingsProvider>sharepoint</SettingsProvider>

    <SettingsUrl>http://subdomain.sharepoint.com/sites/dev/ucc_test​​​</SettingsUrl>

    ​ <Plugin name="KpiMonitorPlugin" path="C:\data\plugins\KpiMonitorPlugin" file="Wsp.Anywhere365.KPI.Monitor.dll"/>

    ​</UnifiedContactCenter>

 

Configure​

​Now the plugin is installed, but to make it work correctly we need to add some counters to ​the performance monitor. To do this a executable is created which can be found in the directory where you extracted the zip file (in the example: C:\data\plugins\KpiMonitorPlugin).

  1. Go to the directory where the plugin is extracted (in the example: C:\data\plugins\KpiMonitorPlugin)​.

  2. ​Run the executable Wsp.Anywhere365.KPICreator.exe as administrator (will request rights if you don't).

    By running the executable the following counters are created in the performance monitor:

  3. Restart your UCC to activate the plugin to finish installing the plugin. With the restart the UCC service will load the plugin and it is ready to use.

 

Setup performance counters in windows

This step will show you how to view the performance counters installed with the plugin in windows. Follow the next steps:

  1. Search and open the performance monitor. Also can be find or started as perfmon.

  2. Go to "Performance Monitor" in the left side pane, under "Monitoring Tools"

  3. Select "Report" under "Change graph yype" (Ctrl + G)

  4. Right click on the right pane to open a context menu and click "Add Counters..."

  5. After loading is finished, select "Anywhere365 Service KPI" in the list of "Available Counters".

  6. Select your service and click "Add >>" and confirm by pressing "OK".

  7. This will finish the setup and information will be shown like in the image.

When a call will enter in the ucc (or another dialogue) the counter will add a number.​