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.

Note Available in Core 6.6 or higher.

Installation

Make sure you acquire the right version of the Plugin for the UCC 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:

    • Concurrent Audio Dialogues = The number of active calls connected to the Service. (In IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent., Queue or Connected)

    • Concurrent Chat Dialogues = The number of active IM sessions connected to the Service. (In IVR, Queue or Connected)

    • Concurrent Email Dialogues = The number of active email sessions connected to the Service. (Hunting or Connected)

    • Concurrent Text Dialogues = The number of active Text sessions connected to the Service. (Queue or Connected)

    • Concurrent Unknown Dialogues = The number of active other sessions connected to the Service.

    • Last App Join Time (in milliseconds) = The time in milliseconds it takes to join the last conference

    • Last Conference Creation Time (in milliseconds) = The time in milliseconds it takes to setup the last conference

    • Last Customer Join Time (in milliseconds) = The time in milliseconds it takes the customer to join the last conference

    • Not Active Presence Subscriptions (total, across all UCCs, but counted once per sipuri, so even if an Agent with sip sip:inactive@example.com is inactive, and this is an Agent in UCC1 and UCC2, this will reflect as 1) = The number of not active presence subscriptions.

    • Active Presence Subscriptions (total, across all UCCs, but counted once per sipuri, not per Agent) = The number of active presence subscriptions.

    • Not Established Endpoints (total, across all UCCs) = The number of not established endpoints

    • Established Endpoints (total, across all UCCs) = The number of established endpoints

    • SharePoint Connected (total, across all UCCs) = Shows the active connection state with the SharePoint configuration page. The value 1 is send out when the UCC has an active connection and 0 when the UCC is not connected to the SharePoint configuration page.​

  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.​