Reporting Framework3.1 Manual

Reporting Framework

Manual

Table of Contents Introduction ........................................................................................................................................ 7

Architecture ........................................................................................................................................ 8

Real Time Standard ......................................................................................................................... 8

Real Time Global ............................................................................................................................. 9

Historical Reporting– Database ..................................................................................................... 10

Historical Reporting– Web and Reports ........................................................................................ 10

Installation ......................................................................................................................................... 11

Certified Environments ................................................................................................................. 11

Requirements ................................................................................................................................ 12

Real Time Standard ................................................................................................................... 12

Real Time Global ....................................................................................................................... 12

Historical Reporting– Database ................................................................................................. 13

Historical Reporting– Web and Reports .................................................................................... 13

Pre-Installation Steps .................................................................................................................... 14

Real Time Standard ................................................................................................................... 14

Installation Wizard ........................................................................................................................ 15

Post-Installation Steps ................................................................................................................... 25

Real Time Global ....................................................................................................................... 25

Historical Reporting – Database ................................................................................................ 26

Installation Error Notes ................................................................................................................. 31

Reporting Services Authentication Errors ................................................................................. 31

Database Connection Errors ..................................................................................................... 34

DTS Deployment Errors ............................................................................................................. 36

Reports Deployment Errors ....................................................................................................... 37

Application Pool Errors .............................................................................................................. 38

Installing Multi-instance RF Historical Database ........................................................................... 39

Testing the installation .................................................................................................................. 45

Test Real Time component ........................................................................................................ 45

Test Historical Reporting – Web and Reports ........................................................................... 46

Altitude Reporting Resources ....................................................................................................... 47

Remote Easylink Configuration ..................................................................................................... 49

Network share ........................................................................................................................... 49

Remote Easylink Server ............................................................................................................. 49

Configuring RF application pool user manually......................................................................... 53

Windows 2008 specific .............................................................................................................. 57

Maintenance Mode ....................................................................................................................... 58

Upgrading Version ......................................................................................................................... 60

Requirements ............................................................................................................................ 60

Steps .......................................................................................................................................... 60

Troubleshooting ........................................................................................................................ 67

Configuration................................................................................................................................. 68

Encryption Notes ....................................................................................................................... 68

Real Time ................................................................................................................................... 69

Historical Reporting ................................................................................................................... 77

Usage – Real Time Standard .............................................................................................................. 81

Main Screen layout ....................................................................................................................... 81

Layout Configuration ..................................................................................................................... 83

Layout tab .................................................................................................................................. 83 Multi-Campaign tab................................................................................................................... 84

Agent Detail tab ........................................................................................................................ 85

Contact List tab.......................................................................................................................... 86

Load/Save tab ............................................................................................................................ 87

Business Counters Configuration .................................................................................................. 89

Business Counters tab ............................................................................................................... 90

Success Value tab ...................................................................................................................... 91

Goal Achievement tab ............................................................................................................... 92

Global Widget Parameters Changer .............................................................................................. 93

Contact Lists Configuration ........................................................................................................... 94

Services Configuration .................................................................................................................. 95

Agent Groups Configuration ......................................................................................................... 96

Queries Configuration ................................................................................................................... 97

Administration Page ...................................................................................................................... 99

Export Functionality .................................................................................................................... 100

External Methods Invocation ...................................................................................................... 101

Architecture............................................................................................................................. 101

Usage ....................................................................................................................................... 101

List of parameters ................................................................................................................... 103

Configuration ........................................................................................................................... 104

Snapshot statistics ....................................................................................................................... 107

Auto-login .................................................................................................................................... 108

Common Problems ...................................................................................................................... 109

Troubleshooting table ............................................................................................................. 109

The remote server returned an error: (404) Not Found. ........................................................ 111

Usage – Real Time Global ................................................................................................................ 112

Login Page ................................................................................................................................... 112

Global Configuration ................................................................................................................... 113

Global Domain ......................................................................................................................... 113

Global user .............................................................................................................................. 114

Instance State Info ...................................................................................................................... 115

Other changes ............................................................................................................................. 115

Troubleshooting .......................................................................................................................... 116

Usage – Historical Reporting ........................................................................................................... 117

Overview ..................................................................................................................................... 117

Default Reports ........................................................................................................................... 120

Campaigns Agents Report ....................................................................................................... 120

Per Call Report ......................................................................................................................... 122 Agents Report .......................................................................................................................... 123 Inbound Interactions Report ................................................................................................... 125

Telephony Outcome Report .................................................................................................... 126

Business Counters Report ....................................................................................................... 127

Skills Demand Report .............................................................................................................. 128

Report List Configuration ............................................................................................................ 130

Supervisor Permissions ............................................................................................................... 135

Common Problems ...................................................................................................................... 136

rsAccessDenied when generating a report ............................................................................. 136

rsErrorOpeningConnection when generating a report ........................................................... 137

Error while loading code module “ReportResources” ............................................................ 138

rsInvalidDataSourceCredentialSetting when generating a report .......................................... 139

401: Unauthorized ................................................................................................................... 140 An error has occurred during report processing ..................................................................... 141

The remote server returned an error: (404) Not Found ......................................................... 141

HTTP 404 - Page Not Found .................................................................................................... 141

Reference ........................................................................................................................................ 142

Reporting Framework concepts .................................................................................................. 142

Instance ................................................................................................................................... 142

Altitude uCI DB ........................................................................................................................ 142

Campaign ................................................................................................................................. 142 Widget ..................................................................................................................................... 142

Multi-Campaign Widget .......................................................................................................... 142

Agent Detail Widget ................................................................................................................ 142

Contact List Widget ................................................................................................................. 142

Data transaction outcomes ..................................................................................................... 142

Business counters .................................................................................................................... 143

History Period .......................................................................................................................... 143

User access .............................................................................................................................. 143

Service ..................................................................................................................................... 144

Contact List .............................................................................................................................. 144

Agent Group ............................................................................................................................ 144

Real Time widget list ................................................................................................................... 145

Interaction Volume ................................................................................................................. 145

Queue ...................................................................................................................................... 147

Queue 3D................................................................................................................................. 149

Agent Performance ................................................................................................................. 150

Agent Not Ready Reasons ....................................................................................................... 152

Not Ready Detail ..................................................................................................................... 153

Service Level ............................................................................................................................ 154

Agent Status Detail .................................................................................................................. 155

Agent Status Detail 3D ............................................................................................................ 157

Business Counters Summary ................................................................................................... 158

Data Transaction Outcomes .................................................................................................... 160

Data Transaction Outcomes 3D .............................................................................................. 161

Telephony Interaction Volume................................................................................................ 162

Outbound Outcomes ............................................................................................................... 163

Business Counters ................................................................................................................... 164

Business Counters Goal Achievement ..................................................................................... 167

Agent Skill Detail ..................................................................................................................... 169

Skill Demand ............................................................................................................................ 170

Skill Demand 3D ...................................................................................................................... 171

Skill Demand History ............................................................................................................... 172

Contact Penetration ................................................................................................................ 174

Query ....................................................................................................................................... 176

Multi-campaign ....................................................................................................................... 177

Agent Detail ............................................................................................................................. 182

Contact List .............................................................................................................................. 185

Logs ................................................................................................................................................. 187

Real Time and Historical Reporting components ........................................................................ 187

Historical Reports Deployment ................................................................................................... 188

Historical Database component .................................................................................................. 188

Log Tables ................................................................................................................................ 188

SSIS Packages Logs .................................................................................................................. 189

Oracle ETL Process................................................................................................................... 189

Upgrade Logging ......................................................................................................................... 189

Introduction

The Altitude Reporting Framework (RF) is an accelerator that provides reports on Altitude uCI instances. Altitude Reporting Framework is composed by:

Real Time component o Standard mode

o Global mode Historical Reporting component

o Database o Web and Reports

The Real Time component is a web application that monitors Altitude uCI activity in real time. It receives information from Altitude uCI through several connectors and displays real-time activity counters through a web browser interface. The Real Time component has two modes of operation:

Standard – A “normal” RF Real Time installation. RF Real time shows information from a single uCI instance. Global - a new mode in RF Real Time. In this mode, information from several uCI instances can be seen in a single RF Real Time web application. To achieve this RF Real Time Global connects to several RF Real Time Standard applications.

The Historical Reporting component provides several out-of-the-box reports, showing Altitude uCI historical information. It is built on top of Microsoft Reporting Services and can be accessed through a web browser interface.

Architecture

Real Time Standard A RF Real Time Standard installation needs the following components:

Altitude uCI instance Altitude Integration Server

RF Real Time Standard accesses the Altitude instance directly and through the Altitude Integration Server.

Unless an historical period is configured, Reporting Framework Real Time Standard only considers agents/calls that logged/started after the Real Time Standard application was started.

Real Time Global

A RF Real Time Global installation needs the following components:

Several RF Real Time Standard installations

RF Real Time Global will connect to several RF Real Time Standards to fetch information periodically from them. Each RF Real Time Standard is connected to a single uCI instance.

The communication between RF Global and the standard RFs is done through WCF (Windows Communication Services). No calculations are performed in Real Time Global. All calculations are performed in each Real Time Standard.

RF Global has a built-in authentication mechanism to allow accessing RF Global and the other standard RFs. All the configurations done at RF Global are stored in XML files.

Historical Reporting– Database An RF Historical Database installation needs to access an Altitude uCI database.

For performance reasons it’s recommended to use two different machines for uCI database and for Historical database.

This component needs to be installed in a machine running Microsoft SQL Server Integration Services service.

When connecting to an Oracle uCI database the installation also requires Oracle OLE DB Provider and Oracle Call Interface.

Historical Reporting– Web and Reports A Reporting Framework Historical Reporting installation needs the following components:

Altitude instance RF Historical Database

The Altitude RF Historical DB is updated by processes that access the Altitude uCI DB.

The Historical Reporting component accesses the information on the Altitude RF Historical DB to build the reports

Installation

Certified Environments The certified environments of Reporting Framework are:

Operating system: o Windows Server 2003 32 bit

o Windows Server 2008 Client browser:

o Internet Explorer 7 o Internet Explorer 8 o Internet Explorer 9 o Firefox (tested with v11.0) o Chrome (tested with v18.0) o Safari (tested with v5.1.5) Database:

o Microsoft SQL Server 2005 o Microsoft SQL Server 2008 R2 o Oracle 10g o Oracle 11g PABX: any

Requirements

Real Time Standard

For a RF Real Time Standard installation, the following components are required:

Altitude uCI instance Altitude Integration Server

The RF Real Time Standard server requirements are the following:

.Net Framework 4.0; Microsoft Internet Information Service (IIS) 6 or above; the easy link log must be activated on the Altitude Assisted Server and accessible on the network

(for remote easy link configurations please check section “Remote Easylink Configuration”);

due to a Microsoft Internet Information Service issue, the computer name of this server cannot contain the “_” (underscore) character; the system date-time of the Altitude Assisted Server machine must be synchronized with the system date-time of the RF Real Time Server machine, otherwise the statistical information presented won't be accurate;

Real Time Global

For a RF Real Time Global installation, the following components are required:

Several RF Real Time Standard installations

The RF Real Time Standard server requirements are the following:

.Net Framework 4.0; Microsoft Internet Information Service (IIS) 6 or above; due to a Microsoft Internet Information Service issue, the computer name of this server cannot contain the “_” (underscore) character;

Historical Reporting– Database

For a RF Historical Reporting - Database installation, access to an Altitude uCI DB is required.

The RF Historical Database server requirements are the following:

Microsoft Integration Services (Local); Microsoft SQL Server 2005 or Microsoft SQL Server 2008 instance; Oracle Provider for OLE DB (if applicable) with “Allow inprocess” enabled (see image below);

Historical Reporting– Web and Reports

For a RF Historical Reporting – Web and Reports installation, the following Altitude components are required:

Altitude instance Altitude RF Historical Database Altitude Reporting Resources (when Microsoft Reporting Services is at another server )

The RF Historical Reporting server requirements are the following:

.Net Framework 4.0; Microsoft Internet Information Service (IIS) above 5; Microsoft Reporting Services (minimum .Net Framework 2.0); Microsoft Report Viewer 2008 (http://www.microsoft.com/download/en/details.aspx?id=3203) due to a Microsoft Internet Information Service issue, the computer name of this server cannot contain the “_” (underscore) character;

http://www.microsoft.com/download/en/details.aspx?id=3203

Pre-Installation Steps

Real Time Standard

If you are going to install Real Time Standard, the following steps should be executed:

Create Administrator

On the Altitude Assisted Server, using Altitude uSupervisor, create an agent of type Administrator (Example: name “ISUser”, password “ISUserPWD”). This is the agent referred on step 5 of the installation wizard.

Configure EBA

. On Altitude Integration Server’s Web.config file (default path is “C:\Program Files (x86)\Altitude\Altitude uCI 7.5\Altitude Integration Server\Web\Web.config”), inside the tag “<configuration><altitudeSoftware><integrationServer><instances>”, add the lines:

< hostname_1500>

<ebaPublisherEnabled>true</ebaPublisherEnabled>

</ hostname_1500>

On the string “hostname_1500”, replace “hostname” by the Altitude Assisted Server host name and “1500” by the Altitude Assisted Server port.

Example: for a server named “ServeruCI”, on port 1500, “hostname_1500” should be replaced by “ServeruCI_1500”.

Installation Wizard Setup steps:

1. Double-click the Altitude Reporting Framework.exe file to launch the wizard that will install Altitude Reporting Framework on your machine;

2. On the Welcome screen, click “Next >” to continue;

3. Choose the destination folder for Altitude Reporting Framework;

4. Select the features to install;

5. The following dependencies will abort the setup when not found for the specified feature: IIS major version not found or below 6 aborts the installation when Real Time or Web

application and Reports are selected. SSIS Service not found aborts the installation of Historical Database. DTExec not found aborts the installation of Historical Database. 6. In case you have chosen to install only Real Time, the following screen will appear:

7. Select the Real Time mode. If you want to install Real Time Global please note that it connects to several Real Time Standard applications, so you must install them too.

8. If Real Time Standard is chosen continue to the next screen of the wizard.

9. If Real Time Global is chosen, the installation finishes silently. You must then complete the installation as described here.

10. If Real Time Standard is chosen configure the following parameters: RT Virtual Directory (Example: “RT”)(*);

Network Location - URL of Altitude Integration Server; Assisted Server Instance - name and port of the Altitude Assisted Server instance (Example: “altitudeserver:1500”) (*); Assisted Server Agent - name of the agent, of type Administrator, used by Altitude Integration Server to login in the uCI instance(Example: “ISUser”) (*); Assisted Server Agent Password - password of the agent used by Altitude Integration Server to login in the uCI instance(Example: “ISUserPWD”); Default Campaign Shown - default campaign, used for creating widgets at Real Time component start-up (Example: “Inbound”) (*); Database System – select the Altitude uCI database system (Microsoft SQL Server or Oracle) (*); Support skills – check this box if you want to extract Skills reports on the Historical Reporting component (if checked, you will need to do the Altitude Reporting Framework Historical Database connection configuration). Encrypt Web.config – check this box if you want appSettings and connectionStrings sections of the Web.config file to be encrypted. In this case the passwords will be encrypted.

(*)-required fields;

11. Real Time Standard will require also the following information in the second screen: Local Folder – Whether easylink log file is at a local folder. If not, there two remote

modes available: Network Folder and Remote Easylink Server. The Easylink path should be set according to the remote mode used.

Easy Link Path - complete path of Altitude Assisted Server Easy Link log file

If Network Share remote mode is used the path will have the following format:

(Example: “\\altitudeserver\C$\Program Files\Altitude\Altitude uCI 7.1\Logs\Altitude Assisted Server\easy\easy_link.log”).

If Easylink is local or the Remote Easylink Server remote mode is used the path will have the following format:

(Example: “C:\Program Files\Altitude\Altitude uCI 7.1\Logs\Altitude Assisted Server\easy\easy_link.log”). This path is relative to the easylink machine even if the remote mode is used.(*);

Remote Easylink Application Pool User – Allows selecting an existing user to run the Reporting Framework IIS Pool when the Network Folder remote mode is selected.


If the Real Time component is not being installed, but the Historical Web and Reports is, the following entries will be asked.

12. Use the “Next” button;

13. Configure the Microsoft Reporting Services parameters for the Historical Reporting component. Virtual Directory - (Example: “HR”) (*);

Reporting Services Location - URL of Microsoft Reporting Services(*); Domain – Domain of Reporting Services User; User Name - user name of Reporting Services User- without domain(*); Password - Password of Reporting Services. Reports Path- Path name under Reporting Services Reports Folder- Folder name under Reporting Services that will contain the Historical reports(*);


14. Use the “Next” button; In case of errors in this step, consult the section Reporting Services Authentication Errors.

15. Configure the parameters for the Historical Database component: Database Server Name- The machine name of the Historical Database and Master database(*); Historical Database o Database- The name of the Historical database(*);

o User Name- The user name of the Historical database(*); o Password- The password of historical database. o Database Path- Complete path for storing the mdf files (ex: “C:\Program Files\Microsoft SQL Server\MSSQL.1\MSSQL\Data”, to change the path click in Change button or write it if the database is located in a different server);

Master Database o User Name- The user name of master database(*);

o Password- The password of master database.Check if the user set to connect to the master database also has access to the msdb associated with the SSIS where the packages will be deployed (the mapping is at MsDtsSrvr.ini.xml).

In case of an error in this step, consult the section Database Connection Errors.


16. Set the additional information to deploy the packages: Set the SSIS Deployment information if not already set in the previous step:

o Server Name (*) o User Name (*) o Password (*) If deploying to a remote SSIS server change the path to the appropriate remote

path(*) Select the deployment protection level: o Server Storage - deploys the package on server with the configurations

set. The access is controlled by packages roles. The configuration file still exists but with encrypted passwords (*). o Without sensitive information - the package is deployed without configurations defined, and the configuration file is in clear text(*).


(*)-required fields

If you haven’t selected Historical Database installation the following information about an existing Historical Database will be requested.

17. Use the “Next” button;

18. Configure the parameters for uCI database;

Database System: The DBMS of the uCI database; Microsoft SQL Server Database System o Database Server Name- The machine name of the uCI database(*);

o Database - The name of uCI database(*); o User Name - The user name of uCI database(*); o Password - The password of uCI database.

(*) –required fields

Oracle Database System

o Net Service Name- The service name identifier for the uCI database, defined in the Oracle client tnsnames.ora; o User Name -The user name of uCI database; o Password- The password of uCI database; o Partial uCI MSSql copy name -Name of the database that will contain partial data from uCI to synchronize the tables. This database can be the same that is used for Historical Database or a new one in the same SQL Server instance.

Note: If you’re going to use an Oracle uCI database, before running the ARF Historical Database installer, you must install the Oracle Provider for OLE DB and launch the Oracle Net Configuration Assistant to configure the Service Name for the uCI database.


(*)–required fields

19. Use the “Install” button to end the installation;

In case of an error in this step, the following sections may describe how to troubleshoot the problem:

DTS Deployment Errors Reports Deployment Errors Application Pool Errors

20. Use the “Finish” button to close the wizard.

Post-Installation Steps

Real Time Global

1) Put “http,net.tcp” in the “Enabled Protocols” in all Real Time Standard applications in IIS Manager as seen below:

2) Login in RF Real Time Global with user “easy” without password and “global” domain. User “easy” is a Global administrator by default meaning that he has permissions to configure all settings in RF global. You can set the user “easy” password later.

3) Configure domains in RF global (go to File | Global Configuration | Global Domain | press Add). One domain represents one RF standard. You must enter the URL of the RF standard and a name for each domain. The address is filled automatically after pressing “Validate”. If Validate works correctly you can then save the domain. If not, check the troubleshooting section of this document.

4) Configure the “easy” user passwords (go to File | Global Configuration | Global User) in RF global for each assisted server instance . You can later create Supervisors for RF global , etc.

Historical Reporting – Database

First Configuration

If you installed the Historical Database component, the following steps are needed.

If this installation was done in Windows Server 2008, add full permissions over C:\Program Files\Altitude\Altitude Reporting Framework\Historical\dts to the user(s) running SQL Server Agent, SQL Server and SQL Server Integration Services.

Initialize and load data using the Extract Transform and Load (ETL) packages files from Microsoft SQL Server Integration Services.

Sequence for Initializing and Loading Data:

1. Run the CreateAERDatabase: this package will create the ARF Historical database, a linked server to uCI database and all stored procedures used in the update integration services packages;

Note: If the packages were deployed without sensitive information, before executing the run package, add in Configurations the configuration file of the instance “C:\Program Files\Altitude\AltitudeReportingFramework\Historical\dts\GeneratedConfigurations\GeneratedConfig.INSTANCE_ID.dtsConfig”

2. Run one of the following Init packages (see the note above): InitAERAll: initialize the fact and flat tables for all time or from a defined date;

InitAERLastMonth: initialize the fact and flat tables for last month; InitAERLastWeek: initialize the fact and flat tables for last week.

The following jobs are created by CreateAERDatabase to update the flat and fact tables. The jobs will call packages. It’s not necessary to run any of the jobs to finish the installation but the desired schedule can be set:

a. AERUpdateAll_for_AERdb: update all tables from the last time updated to current time b. AERUpdateLastDay_for_AERdb: update all tables from the last day (from 24 hours ago to current time); This job is automatically scheduled to run each day at 00:00; You can change the job starting time to suit your needs. c. AERUpdateLastWeek_for_AERdb: update all tables from last week (from 7 days ago to current time); d. AERUpdateLastMonth_for_AERdb: update all tables from last month (from 30 days ago to current time); e. AERPurge_for_AERdb: purge data from tables from with more than 12 months (default). The scheduled is not enabled by default. f. AERMaintenance_for_AERdb: Rebuilds or reorganizes the database indexes according to current fragmentation. In enterprise editions the indexes are kept online during this process; This job is automatically scheduled to run each day at 04:59:59; You can change the job starting time to suit your needs.

Notes: When the loading is predicted to be long (or to be running overnight) the AERUpdateLastDay_for_AERdb schedule should be disabled. When the loading ends, if more than a day has passed the job AERUpdateAll_for_AERdb should be run. In the end of the process the schedule can be enabled.

A start date to initialize the database can be set before executing the package InitAERAll setting the value “\Package.Variables*User::LoadStartTime+.Properties*Value+“ to the desired date as examplified below.

The Init packages can take a long time to run if you have a large uCI database. In that case it’s better to try first with the package that takes the least time to execute - InitAERLastWeek.

If the configuration values need to be changed:

When deployed with encrypted configuration file, edit the Publish.INSTANCE_ID.bat file

DTSecurityExec.exe /GE INSTANCE_ID=0 AER_NAME=AERdb MASTER_PASS=sa MASTER_SERVER= hostname MASTER_USER=sa MASTER_NAME=master UCICOPY_NAME=AERdb DB_PATH=C:\ ARF_PATH=C:\Program*Files\Altitude\Altitude*Reporting*Framework\ UCI_DBMS=Oracle OVERRIDE_DB=1 UCI_NAME=easy UCI_DATASOURCE=orcl UCI_PASS=sa UCI_USER=easy SSIS_SERVER= hostname

DTSecurityExec.exe /SDTS INSTANCE_ID=0 SSIS_SERVER=hostname SSIS_USER=sa SSIS_PASS=sa

When deployed with a clear text configuration file change it directly.

Purge Configuration

The historical database can grow very large. If this is a problem, older data can be deleted using a purge mechanism.

When the database is initialized or upgraded the job AERPurge_for_AERdb is deployed with a disabled schedule set to run in the first day of each month at 6:00AM and delete the data older than 12 months.

To change the age of data (in months) that will be deleted, go to Job Properties >Steps, select and Edit the 1st step, change to the tab “Set Values” and set the new value for “\Package.Variables*User::PurgeMonthsAgo+.Properties*Value+”.

Change the scheduling Properties >Schedules> Edit ARFPurge and set the desired configuration before enabling the job.

Purge – Manual Process

To manually run the purge process, connect to SSIS in SQL Server Manager and Run the package PurgeAERDatabase and set one of the values:

“\Package.Variables*User::PurgeMonthsAgo+.Properties*Value+” with the number of month ago to purge “\Package.Variables*User::PurgeEndDate+.Properties*Value+” with the date to purge until

Installation Error Notes

Reporting Services Authentication Errors

In step 13 an error authenticating to Reporting Services may occur.

After pressing “OK” the specific error message will be displayed. Some of the errors may be:

Wrong Reporting Services URL

Web Service for Reporting Services not responding

Wrong User name or password

The Reports path doesn’t exist

Database Connection Errors

This setup validates the connection to the three databases (Altitude Historical Database, SSIS msdb folder server and Master).

If the Historical database already exists, the question “The database with name XXXX already exists. Overwrite the database?” will be asked. Suggestion: Change the name of Historical database (going back to the previous step) if the response is “No”.

If the user name or password of the master database is incorrect, the following popup will be shown:

If the user name or password of the msdb SSIS database is incorrect, the following popup will be shown:

If the hostname is incorrect or the access is denied the following popup will show up:

If the user name or password of the historical database is incorrect, the following popup will be shown for sql server or oracle databases:

If the hostname is incorrect or the access is denied the following popup will show up:

DTS Deployment Errors

If you get the following error, please check the file Result_of_deploy_dts_Instance0.log in C:\Program Files\Altitude\Altitude Reporting Framework\Historical\dts.

The deployment variables are set at C:\Program Files\Altitude\Altitude Reporting Framework\Historical\dts\Publish.0.cmd. The variables have the following meanings:

AER_NAME – Historical database name MASTER_PASS – Master or RF login password (database) MASTER_SERVER - Master or RF login server (database) MASTER_USER - Master or RF loginuser(database) MASTER_NAME - master UCICOPY_NAME – Name of the database where copies from Oracle will be stored (equals to AER_NAME when MSSql) DB_PATH – Database files path ARF_PATH – Reporting framework path UCI_DBMS – UCI DB type (Oracle or MSSql) OVERRIDE_DB – Override existing databases UCI_NAME – uCI Name UCI_DATASOURCE –uCI Datasource UCI_PASS – uCI database password UCI_USER - uCI database login SSIS_SERVER – Hostname of the SSIS instance INSTANCE_ID – instance id (number) ORACLE_VERSION – 10g or 11g ORACLE_ARCHITECTURE – x86 or amd64

The publish file can be corrected with the appropriate values and run if it’s in the origin of the error.

Reports Deployment Errors

If the reports deployment fails the following message will appear:

Check in the server running Microsoft SQL Server Report Server if the assembly ReportResources is deployed at c:\Windows\assembly (available from the installation in “C:\Program Files\Altitude\Altitude Reporting Framework\Historical\Reports\ReportResources.dll”).

If the Historical Component is running in a different server from the Reporting Services one, install the prerequisite Altitude Reporting Resources.

After that the reports should be published with the command C:\Program Files\Altitude\Altitude Reporting Framework\Historical\Reports\PublishReports0.cmd.

Application Pool Errors

If you get the message “Error setting application pool user or framework version. “, edit C:\Program Files (x86)\Altitude\Altitude Reporting Framework\ApplicationPoolRemoteUser.cmd.

Verify if the domain, user and password are correct. Also check if the user belongs to the Administrator and IIS_WPG (IIS_IUSRS on Windows Server 2008) groups.

Installing Multi-instance RF Historical Database Besides the first installation (that will be referred as default RF instance in the rest of this document) it’s possible to configure more 15 instances.

Running again the Altitude Reporting Framework executable, the following wizard will appear with the list of current instances to maintain and the option to install more (if possible).

When the option “Install a new instance is selected”, the rest of the installation is identical to the default RF instance, with the following limitations:

After the feature selection dialog, it’s not possible to install a Historical database if there was none installed in the default RF instance.

After the feature selection dialog, it’s not possible to install a Historical web site if there was none installed in the default RF instance.

The install path it’s not configurable:

o The web sites will be deployed to DEFAULT_INSTANCE_DIR\RF.INSTANCE_ID

o The database and reports are not deployed again, but the new configuration files are created under DEFAULT_INSTANCE_DIR\Historical\dts and DEFAULT_INSTANCE_DIR\Historical\Web\Reports

The structure of two full instances is the following:

The new instalation with reports generated a PublishReports.INSTANCE_ID.bat and a DeleteReports.INSTANCE_ID.bat that publish and delete the reports of a specific instance using the same reports as base.

Setting up a new database creates new files: Publish.INSTANCE_ID.bat, DeleteDTS.INTANCE_ID.bat and GeneratedConfig.INSTANCE_ID.dtsConfig. Besides that it also creates a Queries.INSTANCE_ID folder under Historical\dts\Oracle\x86\10g (or the correct oracle architecture).

The database solution is structured for multi-instance as long as the Historical Database is given a different name (default behavior of the installer).

The packages folder, uCI linked server and jobs are given names suffixed with the Historical Database name

After the installation of a new instance the same steps to finish the configuration should be applied.

Note: When deleting instances, the default RF instance should be the last one to be deleted.

Testing the installation The Reporting Framework shortcuts are created on “Programs\Altitude Software\Altitude Reporting Framework”, on the Windows Start menu.

The default location of the installation is “[PROGRAM_FILES_DIRECTORY]\Altitude\Altitude Reporting Framework”. The directory tree is:

RealTime: files for Real Time component web application; Historical: o Database: DTS files are deployed on database.

o Reports: reports deployed in Microsoft Reporting Services; o Web: files for Historical Reporting component web application.

Test Real Time component 1. Open the URL http://localhost/RT or run the shortcut “[StartMenu]\Programs\Altitude\Altitude Reporting Framework\Altitude Reporting Framework – RealTime”; 2. Login with username and password from Altitude uCI instance; 3. Login agent in Altitude uCI instance with Altitude uAgent Windows; 4. Set ready on a campaign being monitored; 5. Make a test call; 6. Check the campaign counters.

http://localhost/RT

Test Historical Reporting – Web and Reports

Notes: this component should be tested after the Historical database has data, i.e, the packages and jobs were executed at least once.

1. Open the URL http://localhost/HR or run the shortcut “[StartMenu]\Programs\Altitude\Altitude Reporting Framework\Altitude Reporting Framework – Historical”; 2. Login in the application 3. Select the start and finish date; 4. Select the report for visualization. 5. If #Error is displayed in the report, add the following entry on rssrvpolicy.config (after making a backup of the file) on Report Server Web directory instance directory (C:\Program Files\Microsoft SQL Server\<Reporting Service instance folder>\Reporting Services\ReportServer) and restart the Reporting Service instance:

…

</CodeGroup>

<CodeGroup

class="FirstMatchCodeGroup"

version="1"

PermissionSetName="FullTrust"

Name="ReportResources"

Description="Report Resources Permissions">

<IMembershipCondition

class="UrlMembershipCondition"

version="1"

Url="C:\WINDOWS\assembly\GAC_MSIL\ReportResources\1.0.0.0__c8911bfad49ca7f9\ReportResources.dll"/>

</CodeGroup>

</CodeGroup> </CodeGroup> </PolicyLevel> </policy>

</security>

http://localhost/HR

Altitude Reporting Resources

Installer

This installer must be executed in the Microsoft SQL Server Reporting Services machine. The installer steps are described below:

1. Press next in the welcome screen.

2. Choose the installation folder

3. Press “Install” to finish the installation.

4. Press “Finish” to close the wizard.

Remote Easylink Configuration If the easylink log file is located on a remote machine, different from the Reporting Framework machine, the following configuration may be necessary.

There are two options for getting information from an easylink log file written in a remote machine:

1. Using a network share 2. Using a remote easylink server

The first method is easier to setup but is not as flexible as the second one.

In the first method, the windows user that is entered for the application pool at installation time must also exist and have the same password on the easylink machine. In the second method there’s no need to enter an application pool user.

Network share

With this method Reporting framework reads the easylink log file through a network share that is specified during install time or later by changing RF’s web.config.

Remote Easylink Server

With this method a server component (windows service) is installed on the machine where easylink is written (usually assisted server machine) and this server listens for requests from RF to read the easylink log file.

Installer

To use this method the installer of the Remote Easylink Server windows service must be executed in the easylink machine. The installer steps are described below:

1. Press next in the welcome screen.

2. Choose the installation folder

3. Press “Install” to finish the installation.

4. Press “Finish” to close the wizard.

After installing the service, the configuration may be changed if needed. That can be done editing the app.config of the service as shown in the next section. When the changes are done the service must be restarted.

Server configuration

The URL where the service listens to requests must be configured in the server’s app.config:

Inside services|service|host configure “baseAddress”. The protocol, machine name (usually localhost) and port can be configured.

The possible values for protocol are “net.tcp” or ”http”. When choosing a port, make sure it’s not already in use.

Inside services|service|endpoint configure “binding”. Possible values are netTcpBinding or wsDualHttpBinding.

For instance to use “net.tcp” in port 8000 in localhost machine the following settings should be used (only the relevant settings are shown. Do not change other settings):

<endpoint … binding="netTcpBinding" … >

< … baseAddress="net.tcp://localhost:8000/EasylinkServer" />

To use http in port 80 in localhost machine the following settings should be used (only the relevant settings are shown. Do not change other settings):

<endpoint … binding="wsDualHttpBinding" … >

< … baseAddress="http://localhost:80/EasylinkServer" />

Note: net.tcp protocol has better performance than http. Http can be used if there are firewalls between the RF machine and the assisted server machine.

Client configuration (RF)

In Reporting Framework there are also configurations to be done. In RF’s web.config the following key should be configured:

<add key="remoteEasylink" value="1"/>

Decide if easylink should be read remotely or locally. (1=remote, 0=local)

Inside System.serviceModel|client|endpoint configure address and binding. The values for these attributes should be coherent with the ones defined in easylink remote service. For instance if the easylink remote service is in machine myhost listening in port 8000 and using net.tcp protocol: <endpoint address="net.tcp://myhost:8000/EasylinkServer"

binding="netTcpBinding" …>

If easylink remote service is in machine my host listening in port 80 using protocol http: <endpoint address="http://myhost:80/EasylinkServer"

binding="wsDualHttpBinding

" …>

Configuring RF application pool user manually

If for some reason the application pool user was not correctly entered during installation time that can be done later manually. As Reporting Framework Real Time is a web application running on top of IIS (Internet Information Services) on a windows machine, to access a file located in a different machine the IIS user must have access permissions to the remote file.

The principle of this configuration is to create two users in the two machines with the same username and password and configure the Reporting Framework Real Time application pool to run under this user.

Configuration steps:

1. Create a user in Reporting Framework machine:

Create a new user (for example rf_user)

Add this user to the group Administrator and IIS_WPG (IIS_IUSRS on Windows Server

2008)

2. Create a user in Altitude uCI machine: Create the same user with same password and same configuration

3. Configure the Application Pool of Reporting Framework: On Reporting Framework machine, open the Internet Information Services (IIS) Manager

Open properties of ReportingFramework ApplicationPool and select Identity tab

Change the type of Application pool identity for Configurable and complete with new user created

If the option “Encrypt Web.config” was chosen during installation, add ACL for access to NetFrameworkConfigurationKey container

o C:\Windows\Microsoft.NET\Framework\v2.0.50727\aspnet_regiis.exe –pa "NetFrameworkConfigurationKey" "rf_user"

Windows 2008 specific

RF in Windows 2008

If RF is installed in a Windows 2008 machine the ASP.NET Impersonation (IIS Manager>Sites>Default Web Site>RT>Authentication) should be disabled.

Easylink log file in Windows 2008

If easylink log file is written in a Windows 2008 machine, RF usually does not detect when easylink is updated. If this is the case easylink reading mode should be set to synchronous.

Maintenance Mode Running “Altitude Reporting Framework.exe” displays the maintenance wizard.

Choose the Instance to maintain and press “Next”.

Modify Mode: Allows to add or remove features from the instance. It doesn’t have any memory from the first installation except for the instalation path.

Repair Mode: Repairs installation files, virtual directories and Application Pool. This repair doesn’t run any automatic .bat file and it doesn’t change the configurations generated during the original instalation.

Remove Mode: Removes this instance from the computer.

Upgrading Version

Requirements

Before performing an upgrade read the following recommendations:

Real Time

Check if the application pool user (when used) still applies ([Installation folder]\ApplicationPoolRemoteUser.cmd).

Historical Web Component

Check if the connection string to AERdb still applies ([Installation folder]\Historical\Reports\PublishReports.0.cmd).

SQL Server Reporting Server Machine

If the ReportServer is not at RF HR Web Component server, install the latest version of AltitudeReportingResources .

Restart the SQL Server Reporting Services (ReportServer) Service before proceeding with the upgrade.

Historical Database Component

Check if the databases settings (AERdb and uCI) are correct ([Installation folder]\Historical\dts\Publish.0.cmd).

It’s advised to back up the database.

Steps

The following chapters describe the upgrade of Real Time and Historical Reporting. When upgrading a full installation the setup will upgrade all components at once.

Real Time

Reporting Framework can be upgraded for versions above 2.3.3 by the following method.

Run the new executable from the last version. The maintenance wizard will be displayed:

After selecting an instance yet to be upgraded the following message will appear:

The upgrade runs the configured batch files for the instance if they exist. After concluding, the following message is displayed:

The upgrade of the web.config concludes the process.

The installation is completed when the following screen is displayed.

In case of error during the process the logs can be found at C:\Program Files (x86)\Altitude\Altitude Reporting Framework\_UpdateFolder.

If upgrading from version 3.0 the process ends here.

Upgrading from version 2.3.x, if it’s necessary to configure a user for the application pool do the following steps:

1) Go to C:\Program Files (x86)\Altitude\Altitude Reporting Framework\ and copy the file ApplicationPoolRemoteUser.cmd.template to ApplicationPoolRemoteUser.cmd.

2) Edit ApplicationPoolRemoteUser.cmd batch file. Uncomment the line for the desired operating system and fill the tags <DOMAIN\USER> and <PASSWORD>.

Template File

::Windows Server 2008

::cd %windir%\\system32\\inetsrv\ && appcmd set config /section:applicationPools /[name='ReportingFramework'].processModel.identityType:SpecificUser /[name='ReportingFramework'].processModel.userName:<DOMAIN\USER> /[name='ReportingFramework'].processModel.password:<PASSWORD> /[name='ReportingFramework'].managedRuntimeVersion:v4.0


:: %SYSTEMDRIVE% && cd "%SYSTEMDRIVE%\Inetpub\AdminScripts" && cscript adsutil.vbs SET W3SVC/AppPools/ReportingFramework/WAMUserName <DOMAIN\USER> cscript adsutil.vbs SET W3SVC/AppPools/ReportingFramework/WAMUserPass <PASSWORD>

Final (windows server 2008 example)


cd %windir%\\system32\\inetsrv\ && appcmd set config /section:applicationPools /[name='ReportingFramework'].processModel.identityType:SpecificUser /[name='ReportingFramework'].processModel.userName:RF\rf_user /[name='ReportingFramework'].processModel.password:easy /[name='ReportingFramework'].managedRuntimeVersion:v4.0

3) Run the ApplicationPoolRemoteUser.cmd batch file.

Historical Reporting

Before upgrading a version, backup the historical database and set passwords present in the dts publish files (C:\Program Files (x86)\Altitude\Altitude Reporting Framework\Historical\dts\) to clear text if they are not already in clear text.

Steps

Reporting Framework can be upgraded for versions above 2.3.3 by the following method.

Run the new executable from the last version. The maintenance wizard will be displayed:

After selecting an instance to be upgraded the following message will appear:

The upgrade runs the configured batch files for the instance (Publish files for dts and reports). After concluding the message is displayed:

The database upgrade consists in running the UpgradeAERDatabase that will return the message:

The upgrade of the web.config concludes the process.

The installation is completed when the following screen is displayed.

In case of error during the process the logs can be found at C:\Program Files (x86)\Altitude\Altitude Reporting Framework\_UpdateFolder.

Troubleshooting

If the upgrade is successful and a problem occurs running one or more of the components please consult the troubleshooting sections: HR Common Problems and RT Common Problems.

If the RF upgrade ended with one or more message errors check the workarounds below.

Error Upgrading Instance

To recover an Historical Database upgrade consult DTS Deployment Errors and afterwards run the UpgradeAERDatabase dts package.

To recover Historical Web Components check Reports Deployment Errors.

To recover Real Time upgrade check Application Pool Errors.

Error Upgrading Database

The detailed error can be found at UpgradeAERDatabase's log (C:\Program Files (x86)\Altitude\Altitude Reporting Framework\Historical\dts\).

If the error is directly related to settings in configuration (such as hostnames or passwords) check DTS Deployment Errors and afterwards run the UpgradeAERDatabase dts package.

Configuration

Encryption Notes

The web.config for Real Time and Historical can have encrypted sections selecting the options to encrypt the web.config for the RT and HR components. The encryption relies on having key NetFrameworkConfigurationKey configured.

C:\Windows\Microsoft.NET\Framework64\v4.0.30319\aspnet_regiis.exe -pc "NetFrameworkConfigurationKey" –exp

The following commands decrypt a RT and a HR web.config files:C:\Windows\Microsoft.NET\Framework64\v4.0.30319\aspnet_regiis.exe -pd "appSettings" -app "/RT"

C:\Windows\Microsoft.NET\Framework64\v4.0.30319\aspnet_regiis.exe -pd " connectionStrings " -app "/RT"

C:\Windows\Microsoft.NET\Framework64\v4.0.30319\aspnet_regiis.exe -pd "appSettings" -app "/HR"

After changing the web.config it can be encrypted back if wanted:C:\Windows\Microsoft.NET\Framework64\v4.0.30319\aspnet_regiis.exe -pe "appSettings" -app "/RT"

C:\Windows\Microsoft.NET\Framework64\v4.0.30319\aspnet_regiis.exe -pe " connectionStrings " -app "/RT"

C:\Windows\Microsoft.NET\Framework64\v4.0.30319\aspnet_regiis.exe -pe "appSettings" -app "/HR"

This operation requires elevation in Windows Server 2008.

Real Time

The Real Time component configuration file “Web.config” default location is “C:\Program Files\Altitude\Altitude Reporting Framework\RealTime”.

The following keys can be edited to change the Real Time component configuration. All keys, unless noted, are located inside the <configuration><appSettings> tags.

Name

iSConnectorUserName

Description

This key allows you to define the user that the Real Time component will use to connect to the Altitude Integration Server. This is asked during the installation of the Reporting Framework, so this key should only be modified if the user changes.

Examples

“ISUser”

Name

iSConnectorUserPassword

Description

This key allows you to define the password of the user that the Real Time component will use to connect to the Altitude Integration Server. This is asked during the installation of the Reporting Framework, so this key should only be modified if the user password changes.

Examples

“ISUserPWD”

Name

Logfilename

Description

This key allows you to define the path of the log file of the Real Time component. The default value is “\logs\ReportingFramework-RealTime.log” , a relative path. The full path is “C:\Program Files\Altitude\Altitude Reporting Framework\RealTime\logs\ReportingFramework-RealTime.log”. This value should only be changed if you want to change the location of the file.

Examples

“D:\logs\ ReportingFramework-RealTime.log”

Name

usestackdepth

Description

This key defines if the log file will use indentation. The default value is “1”, meaning indentation will be used. If the value is “0”, indentation will not be used.

Examples

“0”, “1”

Name

instancesList

Description

This key allows you to define the Altitude Assisted Server (Altitude uCI instance) server and connection port that the Real Time component will connect to. This is asked during the installation of the Reporting Framework, so this key should only be modified if the Altitude Assisted Server changes.

Examples

“AltitudeServer:1500”

Name

easyLinkPathList

Description

This key allows you to define what is the Altitude Assisted Server easy link file path. This is asked during the installation of the Reporting Framework, so this key should only be changed if the location of the easy link file changes.

Examples

\\altitudeserver\c$\Program Files\Altitude\Altitude uCI 7.1\Logs\Altitude Assisted Server\easy\easy_link.log,“C:\Program Files (x86)\Altitude\Altitude uCI 7.1\Logs\Altitude Assisted Server\easy\easy_link.log

Name

statisticsRefreshRateServer

Description

This key allows you to define the refresh rate of the Real Time component server. This represents the frequency that the statistics presented on the widgets will be calculated. The default value is “5”. This key should not be modified unless requested by the Altitude support team. This value is represented in seconds.

Examples

“5”, “10”

Name

statisticsRefreshRateClient

Description

This key allows you to define the refresh rate of the Real Time component client, that is, the browser used to access Real Time component. This represents the frequency at which the client will get the statistics from the server. This value should be bigger or equal than statisticsRefreshRateServer. Requesting info from the server more often than the statistics calculation frequency will only fetch the same values again and again. The default value is “5”. This key should not be modified unless requested by the Altitude support team. This value is represented in seconds.

Examples

“5”, “10”

Name

statisticsPeriods

Description

This key allows you to define the monitoring periods available on most Real Time component widgets. The periods defined here will show up on the drop-down menu, in addition to the “Life” period, that is always available. The default value is “01:00;day”, meaning monitoring periods of 1 hour and from the starting of the current day. This key should not be modified unless requested by the Altitude support team. This key is a list of periods, separated by the “;” character, following the “HH:MM” format. Here you can define two special periods using the exact text: hour, day. Example: Now is 07h45 Using hour keyword - Altitude Reporting Framework will generate statistics between 07h00 and 07h45 Using day keyword- Altitude Reporting Framework will generate statistics between 00h00 and 07h45 Using 01:00 keyword - Altitude Reporting Framework will generate statistics between 06h45 and 07h45 Using 08:00 keyword - Altitude Reporting Framework will generate statistics between 23h45 and 07h45

Examples

“01:00;day”, “00:15; 08:00”, “hour;04:00”

Name

historyPeriodSize

Description

This key allows you to define the history period size of the Real Time component. When RF starts, past activity information can be read according to this parameter. Activity before last uCI instance boot is not fetched. hh:mm - start time in 24h format. RF will read past uCI instance activity started in the current day at hh:mm. If the current time is lower than hh:mm and previousDayHistory web.config key is true, RF will start reading at hh:mm the previous day. -hh:mm - RF will read past uCI instance activity starting hh hours and mm minutes ago. The default is -00:00 meaning no historical information is read.

Examples

1. HistoryPeriodSize = 03:30, Now = 01:00 PM - Loads history from 03:30 AM 2. HistoryPeriodSize = -04:00, Now = 01:00 PM - Loads history from 09:00 AM 3. HistoryPeriodSize = 04:00, Now = 31/07/2012 01:00 AM, previousDayHistory = true - Loads history from 30/07/2012 04:00 AM

Name

previousDayHistory

Description

Defines if historical activity from the previous day is read or not when RF starts. This key is related with key historyPeriodSize Th default value is false.

Examples

“true”, “false”

Name

campaignShows

Description

This key allows you to define which campaign will, by default, have the widgets automatically configured, when you log in the Real Time component. This is asked during the installation of the Reporting Framework. Only one campaign should be entered.

Examples

“Inbound”

Name

monitoredInstanceCampaigns

Description

This key allows you to define what campaigns will be monitored by the Real Time component server. To prevent unnecessary calculation of statistics, this key should only contain campaigns that will be monitored. This key is used on the first boot of RF after installation. The Administration page should be used for the same purpose afterwards. This key is a list of campaign names, separated by the character“;”.

Examples

“Backoffice_01;TestCampaign;DemoCampaign”, “DemoCampaign”

Name

supportedLanguages

Description

This key allows you to define the supported languages. In addition to indicate here a language different from the default, the language resource files must also be created and placed on the respective directory, on the Real Time component server. The default value is “en”. This key is a list of languages, separated by the character“;”.

Examples

“en”, “en;fr”

Name databaseStatisticsPeriod

Description This key defines the period between statistics update retrieved from database, specified in seconds. It is recommended to keep a reasonably large period, since these queries may take some time to complete. If the parameter is not specified the default is 300 seconds. This period defines the server refresh of the Contact Penetration counters.

Examples “300”, “3600”

Name databaseStatisticsMonitoredCampaigns

Description This key defines which campaigns will be considered for statistics retrieved from the database. Only the outbound campaigns intended to be monitored should be included, to avoid that unnecessary queries increase database load. The defined campaigns will be available for the Contact Penetration and Contact List widgets. This key is used on the first boot of RF after installation The Administration page should be used for the same purpose afterwards.This key is a list of campaign names, separated by the character“;”.

Examples “TestCampaign;DemoCampaign”, “DemoCampaign”, “”

Name exportCSVSeparator

Description This key defines the symbol used when exporting data into files. The available symbols are “,” and “;”. By default the symbol “,” is used.

Examples “,”, “;”(no other symbols are considered) Name

ebaTimeout

Description

This key defines the connection timeout of the connection between the Real Time component server and the Altitude Assisted Server EBA process. The default value is “3600”. This key should not be modified unless requested by the Altitude support team. This value is represented in seconds.

Examples

“1000”, “10000”

Name

connectionProvider

Description

This key defines the Altitude uCI database provider type. This is asked during the installation of the Reporting Framework, so this key should only be changed if the database provider type changes. The default value is “MSSql”.

Examples

“MSSql”, “Oracle” (no other values are possible)

Name

virtualDir

Description

This key allows you to define the Altitude Integration Server virtual directory address. This is asked during the installation of the Reporting Framework, so this key should only be changed if the virtual directory address changes. This key is not located on the <configuration><appSettings> tags, but on the <altitudeSoftware><integrationServer><integrationServers><virtualDir> tags.

Examples

“http://ISServer/uAgentWeb75”

Name

hrConnectionString

Description

This key defines the connection string for the Altitude Reporting Framework Historical Database. The components of the connection string are asked during the installation of the Reporting Framework, so this key should only be changed if the access to the Altitude Reporting Framework Historical Database changes. This key is not located on the <configuration><appSettings> tags, but on the <connectionStrings> tag.

Examples

“Data Source=ARFHistoricalDatabaseServer;Initial Catalog=AERdb;Persist Security Info=True;User ID=ARFUser;Password=ARFUserPWD”

Name

easylinkReadMode

Description

This key defines the reading mode used by easylink connector. By default the reading mode is asynchronous (“Async”). If the easylink log file is written in a Windows 2008 machine , synchronous mode (“Sync”) may be needed.

Examples

“Sync”, “Async”

Name

easylinkReadRate

Description

This key defines the rate in seconds at which changes in the easylink log file are read. This key is used only when easylinkReadMode key is “Sync”. Default rate is 1. The minimum rate is also 1.

Examples

“1”, “2”, “5”

Name

remoteEasylink

Description

This key defines weather easylink is read using a remote easylink server or not. If value “1” is used a remote easylink server must be installed in the machine where easylink log file is written, Default value is “0”.

Examples

“0”, “1”

Name

cacheTimeSliceToDisk

Description

This key defines if the timeslices are cached into the disk or not. Default value is “false”, that is, the timeslices are stored in memory. If the memory available in RF machine is small the parameter can be changed to “true”.

Examples

“false”, “true”

Name

userQueriesRefreshRate

Description

This key defines the rate in minutes at which the queries defined in the “Queries configuration” screen are executed. The result of these queries can be seen in the query widgets. The default value is 30.The minimum value is also 30.

Examples

“30”, “60”

Name

userQueriesReturnLimitDisabled

Description

This key allows running queries without limiting the number of returned rows. It’s not recommended to set this key to “true” because it can impact the DB and uCI performance.

Examples

“false”, “true” Name

ignoreClockDifference

Description

This key allows running RT without synchronizing the clocks between RF and Assisted Server machines. It’s not recommended to set this key to “true” unless the customer is unable to synchronize RF and Assisted Server machines clocks. If the clocks are not synchronized RF counters may not be correct.

Examples

“false”, “true”

Name

snapshotStatisticsActive

Description

This key allows you to activate the snapshot statistics.

Examples

“false”, “true” Name

snapshotStatisticsPeriod

Description

This key allows you to define the monitoring period used to get the statistics.

Examples

“00:15”, “01:00”

Name

snapshotStatisticsOutcome

Description

This key allows you to define the outcome used to get the occurrences.

Examples

“Pause”

Name

snapshotStatisticsCampaignsList

Description

This key allows you to define what campaigns will be used to get the statistics.

Examples

“TestCampaign;DemoCampaign” Name

autoLoginIP

Description

This key allows you to define the IP address used by a third-party application to invoke the autologin. Only requests from this IP will be authorized. If the value is empty there’s no validation.

Examples

“10.0.0.10”

Name

globalRFMode

Description

This key defines the running mode of RF. If true RF is in global mode; if false RF is in standard mode. The default value is “false”.

Examples

“false”,”true” Name

autoCollapseFilter

Description

This key controls the behavior of RF widgets’ filters. If “true”, the filter is collapsed when there is a change in a filter field value; If “false” the filter is not collapsed allowing further changes to be made. The default value is “false”.

Examples

“false”,”true”

Name

WCFProtocol

Description

Protocol used in the communication between Real Time Global and the Real Time Standard applications. The default is “net.tcp”. Changing this value also implies other changes in the configuration as described here.

Examples

“net.tcp”,”http”

Name

globalCompressionMode

Description

This key controls the compression algorithm used in the communication between Real Time Global and the Real Time Standard applications. The default value is “GZipCompression”. The performance of the algorithms is inversely proportional to size of the data that is sent in the network.

Examples

“NonCompression”,”GZipCompression”,”LZMACompression”

Historical Reporting

The Historical Report component configuration file “Web.config” default location is “C:\Program Files\Altitude\Altitude Reporting Framework\Historical\Web”.

The following keys can be edited to change the Historical component configuration. All keys, unless noted, are located inside the <configuration><appSettings> tags.

Name

iSConnectorUserName

Description

This key allows you to define the user that the Historical component will use to connect to the Altitude Integration Server. This is asked during the installation of the Reporting Framework, so this key should only be modified if the user changes.

Examples

“ISUser”

Name

iSConnectorUserPassword

Description

This key allows you to define the password of the user that the Historical component will use to connect to the Altitude Integration Server. This is asked during the installation of the Reporting Framework, so this key should only be modified if the user password changes.

Examples

“ISUserPWD”

Name

Logfilename

Description

This key allows you to define the path of the log file of the Historical component. The default value is “\logs\ReportingFramework-Historical.log”, a relative path. The full path is “C:\Program Files\Altitude\Altitude Reporting Framework\Historical\Web\logs\ReportingFramework-Historical.log”. This value should only be changed if you want to change the location of the file.

Examples

“D:\logs\ ReportingFramework-Historical.log”

Name

instancesList

Description

This key allows you to define the Altitude Assisted Server (Altitude uCI instance) server and connection port that the Real Time component will connect to. This is asked during the installation of the Reporting Framework, so this key should only be modified if the Altitude Assisted Server changes.

Examples

“AltitudeServer:1500”

Name

connectionProvider

Description

This key defines the Altitude uCI database provider type. This is asked during the installation of the Reporting Framework, so this key should only be changed if the database provider type changes. The default value is “MSSql”.

Examples

“MSSql”, “Oracle” (no other values are possible)

Name

virtualDir

Description

This key allows you to define the Altitude Integration Server virtual directory address. This is asked during the installation of the Reporting Framework, so this key should only be changed if the virtual directory address changes. This key is not located on the <configuration><appSettings> tags, but on the <altitudeSoftware><integrationServer><integrationServers><virtualDir> tags.

Examples

“http://ISServer/uAgentWeb75”

Name

AERdbConnectionString

Description

This key defines the connection string for the Altitude Reporting Framework Historical Database. The components of the connection string are asked during the installation of the Reporting Framework, so this key should only be changed if the access to the Altitude Reporting Framework Historical Database changes. This key is not located on the <configuration><appSettings> tags, but on the <connectionStrings> tag.

Examples

“Data Source=ARFHistoricalDatabaseServer;Initial Catalog=AERdb;Persist Security Info=True;User ID=ARFUser;Password=ARFUserPWD”

Name

ReportServerDomain

Description

This key defines the user name’s domain that will be used to invoke SQL Server Reporting Services Web service. This is asked during the installation of the Reporting Framework, change only if necessary.

Examples

SSRSDomain

Name

ReportServerUsername

Description

This key defines the user name that will be used to invoke SQL Server Reporting Services Web service. This is asked during the installation of the Reporting Framework, change only if necessary.

Examples

SSRSUser

Name

ReportServerPassword

Description

This key defines the user password that will be used to invoke SQL Server Reporting Services Web service. This is asked during the installation of the Reporting Framework, change only if necessary.

Examples

SSRSUserPWD

Name

reportService2005.ReportService2005

Description

This key defines the url to SQL Server Reporting Services(SSRS) Web service. This is set during the installation of the Reporting Framework, with the information provided for the Reporting Services Server, change only if the server is changed.

Examples

http://SSRSServer/ReportServer/ReportService2005.asmx

Name

RequestTimeout

Description

This key defines the timeout for a request over SSRS web service.

Examples

10800 Name

ReportsExtensionsFolder

Description

This key defines the folder name where the custom historical reports can be found.

Examples

/ Name

ReportsFolder

Description

This key defines the folder name where the default historical reports are deployed.

Examples

Historical Reporting Name

DateTimeFormat

Description

This key defines the datetime format for the application.

Examples

dd/MM/yyyy HH:mm:ss Name

DateFormat

Description

This key defines the date format for the application.

Examples

dd/MM/yyyy Name

SessionTimeout

Description

This key defines the time in minutes until a session expires without requests.

Examples

10 Name

FormatDurationRenderingPage

Description

This key defines if duration will be formatted (e.g. “1 day 05:10:00”) or displayed as a numeric value when generating a report for the web page.

Examples

“true” or “false” (default “true”)

Name

FormatDurationExportEXCEL

Description

This key defines if duration will be formatted (e.g. “1 day 05:10:00”) or displayed as a numeric value when exporting a report to an excel file.

Examples


Name

FormatDurationExportPDF

Description

This key defines if duration will be formatted (e.g. “1 day 05:10:00”) or displayed as a numeric value when exporting a report to a pdf file.

Examples


Name

FormatDurationExportCSV

Description

This key defines if duration will be formatted (e.g. “1 day 05:10:00”) or displayed as a numeric value when exporting a report to a csv file.

Examples


Name

FormatDurationExportXML

Description

This key defines if duration will be formatted (e.g. “1 day 05:10:00”) or displayed as a numeric value when exporting a report to a xml file.

Examples


Name

ShowLiveEntitiesOnly

Description

This key defines if administrators can see only entities (campaigns/agents/teams) that are active in uCI.

Examples

“true” or “false” (default “true”) Name

supportedLanguages

Description

This key allows you to define the supported languages. In addition to indicate here a language different from the default, the language resource files must also be created and placed on the respective directory, on the Real Time component server. The default value is “en”. This key is a list of languages, separated by the character“;”.

Examples

“en”, “en;fr”

Usage – Real Time Standard

Main Screen layout The widgets shown on the Reporting Framework dashboard can be customized for each user.

The layout is a selection of widgets that a user can dispose as he likes on his personal dashboard by dragging them over the workspace.

You can edit the layout as following:

a widget position can be changed by dragging it to another column; a widget color can be changed by pressing the widget’s button; a widget can be removed by pressing the widget’s button.

The current layout is saved when a user logs off and is loaded again when the user logs in.

To add or change widgets to the current layout go to the Options menu and select Layout Configuration.

Layout Configuration

Layout tab

On the Layout tab the list with the currently selected widgets is shown.

To Add a new widget to the current layout select an Instance, a Widget Type and the target column where the widget will be added. Then, press Add Widget.

You can Edit or Remove widgets afterwards on the widget list.

Multi-Campaign tab

On the Multi-Campaign tab the Multi-Campaign Widget can be configured to show information comparing several campaigns.

If the Use Multi-Campaign Widget option is selected, the Multi-Campaign Widget will be shown on the dashboard.

You can define the campaigns shown on the multi-campaign widget using the and buttons to move campaigns from the Available Campaigns list to the Selected Campaigns list and vice/versa.

You can define the counters shown on the multi-campaign widget using the and buttons to move counters from the Available Counters list to the Selected Counter list and vice/versa.

There’s a checkbox to allow showing the campaign’s full name in the widget.

A list of the available counters is discussed on this document under Reference > Multi-Campaign.

Agent Detail tab

On the Agent Detail tab the Agent Detail Widget can be configured to show information comparing agent indicators.

If the Use Agent Detail Widget option is selected, the Agent Detail Widget will be shown on the dashboard.

You can define the counters shown on the agent detail widget using the and buttons to move counters from the Available Counters list to the Selected Counters list and vice/versa.

There are checkboxes to allow showing the Agent’s full name and the agent’s extension in the widget.

A list of the available counters is discussed on this document under Reference > Agent Detail.

Contact List tab

On the Contact List tab the Contact List Widget can be configured to show information comparing contact table attribute values indicators.

If the Use Contact List Widget option is selected, the Contact List Widget will be shown on the dashboard.

You can define the counters shown on the Contact List widget using the and buttons to move counters from the Available Counters list to the Selected Counters list and vice/versa.

A list of the available counters is discussed on this document under Reference > Contact List.

Load/Save tab

On the Load/Save tab a user can keep a set of different layouts saved and switch between them.

A list with the user’s layouts is shown.

Each layout is saved with the following information:

Name: name to identify the layout. Description: custom description of the layout’s contents or purpose. Shared: if the shared option is marked, the layout can be later imported by other users when creating a new layout. Widgets disposition on the dashboard and the currently selected preferences (color, instance, campaign and period) for each one. Whether the Multi-Campaign widget is being shown on the layout. Whether the Agent Detail widget is being shown on the layout. Whether the Contact List widget is being shown on the layout.

Multi-Campaign, Agent Detail and Contact List widgets selected counters are independently saved on a per-layout basis, and thus they differ for all layouts of a given user. Additionally, if a layout is imported based on another user’s layout it will also not import the counters selected for the first user.

To apply changes to the Name, Description and Shared properties of the layout press Save. The layout will be saved with the widget disposition shown on the current dashboard. The layout disposition will as well be saved whenever the user logs out.

Only the currently loaded layout can be edited and saved. To change a different layout Load it first, apply your changes and then save it. When a layout is loaded it becomes the current layout and will be shown when the user navigates to the dashboard.

A default layout is always created when the user first logs in and automatically becomes the current layout.

The user can create additional layouts, by pressing New Layout.

If there are shared layouts (saved with the shared option by any user), a combo-box will show the available shared layouts by name. The new layout will be created as a copy of the selected shared layout. Editing the newly created layout will not change the original one, and editing the original one won’t change the new one either.

A layout can be removed by clicking in the Remove option.

Business Counters Configuration

Here the user has a list of all the campaigns available for the selected instance. He also has an Edit button that allows him to alter the business counters configuration, the success value associated to each available outcome and the goal achievement for each available counter.

After finishing the configurations, the user should press the Save button so that the changes become permanent.

If the user selected a wrong campaign, he can press the Cancel button to cancel the operation.

Business Counters tab

On the Business Counters tab the list with all available Data Transaction Outcomes is shown.

It is also shown an Advanced Configuration menu for the selected campaign.

All the available levels for the different business counters are also available:

Opportunity – Calls with outcomes associated with argumentation outcomes

Success

Success1 (Only available if Advanced Success Classification is checked) Success2 (Only available if Advanced Success Classification is checked) Success3 (Only available if Advanced Success Classification is checked) Generic Success (Only available if Advanced Success Classification is checked)

Unsuccess

Unsuccess1 (Only available if Advanced Unsuccess Classification is checked) Unsuccess2 (Only available if Advanced Unsuccess Classification is checked) Unsuccess3 (Only available if Advanced Unsuccess Classification is checked) Generic Unsuccess (Only available if Advanced Unsuccess Classification is checked) Other

Opportunity

Other Opportunity1 (Only available if Advanced Other Opportunity Classification is checked) Other Opportunity2 (Only available if Advanced Other Opportunity Classification is checked) Other Opportunity3 (Only available if Advanced Other Opportunity Classification is checked) Generic Other Opportunity (Only available if Advanced Other Opportunity Classification is checked)

Non Opportunity

Non Opportunity1 (Only available if Advanced Non-Opportunity Classification is checked) Non Opportunity2 (Only available if Advanced Non-Opportunity Classification is checked) Non Opportunity3 (Only available if Advanced Non-Opportunity Classification is checked)

Generic Non Opportunity (Only available if Advanced Non-Opportunity Classification is checked)

The user can associate the same Business Counter Classification to different Data Transaction Outcomes. Every time the user does this, a new line is added to Business Counters Configuration table.

The user can Update a previously made configuration. He just needs to select the Data Transaction Outcome he wants, alter the Business Counters Classification and press the Update button.

To delete a previously made configuration, the user just needs to press the delete link in the Business Counters Configuration table.

Success Value tab

On the Success Value tab the list with all the previously Data Transaction Outcomes associated with Success (it can be Success1, Success2, Success3 or Generic Success) is shown.

Here it is possible to associate a value and a symbol to the Outcomes presented in the Outcomes list. It is only possible to associate a value and a symbol for each Outcome.

Like in the Business Counters tab, the user may also delete a previously made configuration or cancel the operation.

Goal Achievement tab

In this tab it’s possible to define Business Counter goals to help measure if a campaign is reaching its objectives. We can associate several distinct Evaluation Periods (Life, Day, Hour) to one counter. To do so, the user must select a counter, an evaluation period, insert a value and press the Add button. The user may also delete a previously made configuration by pressing the link Delete, or cancel the operation by pressing the Cancel button.

Global Widget Parameters Changer

On this configuration screen it is possible to select a Service previously configured, a Campaign, a Contact List previously configured, a Media Type, an Agent Group previously configured and an Interval.

The values selected will be updated in all the correspondent fields in all widgets shown in the dashboard.

Contact Lists Configuration

Within this configuration screen it is possible to associate a Contact Table attribute to a campaign.

To do so, the user must select an instance from the list, select a campaign from the list and press the Edit button. After that, the Contact List CT Column text box will be enabled.

Then, the user writes the Contact Table attribute name and presses the Save button.

When the text box gets the focus, all CT columns from the selected campaign are fetched. This way inputting the CT columns is easy and less error prone.

This attribute must be previously configured in the Altitude uSupervisor.

To remove a CT field just press the Clear button while editing and finally press Save.

Services Configuration

On this menu the user can configure a service. To do so, the user needs to select an Instance from the instances list, press the New button, write a Name and a Description and select the campaigns to associate in the service. Afterwards he needs to press the save button.

The service just created will appear in the Services list. The services configured here will be available in all the widgets that have the service drop down list.

It is also possible to edit a service configuration previously saved. To do so, the user needs to select the service in the Services list and press the Edit button.

The user may also cancel the operation by pressing the Cancel button.

Agent Groups Configuration

On this menu the user can configure an agent group. To do so, the user needs to select an Instance from the instances list, press the New button, write a Name and a Description and select the Team(s) to associate in the Agent Group. Afterwards he needs to press the save button.

The Agent Group just created will appear in the Agent Groups list. The Agent Groups configured here will be available in all the widgets that have the Agent Group drop down.

It will be possible for the user to cancel the operation by pressing the Cancel button or even edit a previously configured Agent Group by pressing the Edit button.

Queries Configuration

On this page an administrator can create queries that run periodically in the Assisted Server database. The queries will run independently of the query widgets shown on the screen.

To create a query the user must select an instance from the instance list and then press the Add button. When this button is pressed the query definition graphical elements become visible in the screen, that is, “Query Name”, “Rows”, “Columns”, ”Campaign Column”, “Column 1”…”Column 3” and “Query Statament”.

The user can then enter the query definition:

query name; number of rows (limited to 100); number of columns (limited to 10); campaign column index (optional); descriptive name for the each column; query statement.

When all these fields have values, the user presses the Save button and the query is saved. If the user doesn’t want to save the values the Cancel button should be pressed.

The user can later edit the query ((clicking edit button while on top of the query name in the list) values or even remove the query (clicking remove while on top of the query name in the list).

The results of queries saved in this page can then be shown in the query widgets.

NOTES:

The query is first executed when the Save button is clicked and will be executed periodically afterwards. The key userQueriesRefreshRate in web.config can be used to configure the rate at which the queries run. If the query has more columns than configured, the columns in excess will not be shown. The query will not return more rows than the number of rows defined. Defining a campaign column will allow filtering the query results by campaign and by service. For this filter to work the query results’ campaign column must have values that match with the field shortname in the uci database table ph_campaign.

Administration Page

On this page an administrator can configure which campaigns are monitored.

There are two lists of campaigns that can be configured in this page: Monitored Instance Campaigns and Database Statistics Monitored Campaigns.

If a campaign is in the Monitored Instance Campaigns list, RF will calculate statistics for it. To prevent unnecessary calculation of statistics, this list should only contain campaigns that will be monitored

If a campaign is in the Database Statistics Monitored Campaigns list, RF will calculate Database statistics for it. These statistics include the queries used in the contact penetration and in the contact list widgets. Only the blended and outbound campaigns intended to be monitored should be included to avoid that unnecessary queries increase database load. For a campaign to be in this list it must be in the Monitored Instance Campaigns list first.

When RF is installed the campaign lists that RF uses to calculate statistics are in the web.config keys monitoredInstanceCampaigns and databaseStatisticsMonitoredCampaigns.

When the user first enters this page and configures the campaign lists, the information will be stored in the database and these two web.config keys will no longer be used.

Export Functionality

When using Agent Detail, Multi-Campaign,Contact List or Not Ready detail widgets, the user will have at his disposal a button to export all the information that is being shown in those widgets at the moment. The export will be made to a csv file which can be opened in Microsoft Excel afterwards.

External Methods Invocation

Architecture

The Reporting Framework Real Time functionality can be extended using external DLLs. Methods defined in these DLLs can be called from the Reporting Framework client browser.

The architecture for extending RF using external DLLs can be seen in the following diagram:

Real Time ServerReal Time ComponentExternal DllBrowserMethod AMethod B

The DLL is loaded on the first execution of a method.

Usage

A DLL method can be invoked clicking with the right mouse button on top of the agent in the Agent Detail Widget. Some parameters in the widget can be passed to the DLL’s method.

The result of the method invocation will be shown in a popup window.

This result can be:

o The output of the method invocation;

o An error message when the method fails;

o A success message when the method succeeds.

List of parameters

The current list of parameters that can be passed to a DLL’s method are the following:

Agent Detail Widget

Agent (Agent name); Agent Extension; Agent Full Name; Agent Status - Detail; Agent Status - Duration; Agent Telephony Status – Detail; Agent Telephony Status – Duration.

Note: when using agent extension and agent full name, you need to check the options in the Layout Configuration \ Agent Detail.

Configuration

There’s a configuration screen where a DLL and its methods can be associated to Agent Detail Widget. The parameters to pass from the widget to the DLL’s method are also configured on this screen.

1. Open ARF – Real Time page; 2. Login with administrator user; 3. Go to menu File » External Method Configuration;

Create new method

1. Select the widget to configure from the list; 2. Click in the “New” button; 3. Fill the: a. Name;

b. DLL path (including DLL name); c. Class name (if using namespace «namespace».«className»); d. Method name. 4. Check if the external method returns a string message;

5. Select the parameters from the list, for sending to the method; a. Note: You can change the order of the parameters.

6. Click in “Validate Method” button for analyzing the methods in the DLL. If this analysis is successful and there’s one method with the number of parameters selected, the icon is shown, if not, the iconis shown;

7. Save the configuration.

Edit method

1. Select the widget to configure from the list; 2. Select the method for editing; 3. Click the “Edit” button; 4. Do the required changes; 5. Click the “Validate Method” button; 6. Save the configuration.

Delete method

1. Select the widget to configure from the list; 2. Select the method to delete; 3. Click”Delete” button.

Snapshot statistics A snapshot of statistics is taken once per hour and stored in a database table. This table can later be used to generate custom reports.

The table structure is as follows:

SQL table (rf_snapshot_statistics) that stores once per hour the following values:

o Id of the campaign; o Number of Occurrences of the outcome; o Number of opportunities; o Number of successes.

Snapshot statistics can be activated in the web.config in the key snapshotStatisticsActive . The campaigns can be set in web.config in key snapshotStatisticsCampaignsList . The outcome can be set in key snapshotStatisticsOutcome.

rf_snapshot_statistics

timestamp Date time

campaign_id Id of the campaign

outcome_total Number of Occurrences of the outcome

opportunity Number of opportunities

success Number of successes

Auto-login This mechanism allows a third-party application to login automatically in RF without having to enter login and password information in RF’s login page. It can be seen as a single sign-on login where the client already has an application with authentication and doesn’t want to enter login credentials twice. A web service is exposed in RF to implement this functionality.

o Available webservice (WSAutoLogin.asmx) to auto login via third-party applications. o Method: Login

o Parameters: Guid – Used to link the call to the webservice and the login page;

Username – Username used in uCI; Password – Password in MD5 of the username defined in uCI. o Results:

OK – Username and password are correct; NOK – Username or password is invalid; Invalid IP – Please check the autologinIP key in web.config.

Common Problems

Troubleshooting table

The following table shows some common problems and possible solutions:

Id Symptom Problem Solution

1 DTOs do not appear in Data Transaction Outcomes widgets

EBA is not correctly configured

Configure EBA.

2 Agents logged in uCI do not appear in Agent Status Detail widget

Easylink read mode is Async in a Windows 2008 machine

Configure Sync mode for easylink.

3 “Access is denied to easylink: Error on create realTimeServer object: Exception: Access to the path \\machine_share\easy_link.log is denied”.

RF application pool user does not have access to easylink log file

Configure application pool user in Reporting Framework correctly.

4 Agents logged in uCI before launching RF do not appear in Agent

History period size is 0 Change history period size

5 Activity in uCI before launching RF is not appearing

History period size is 0 Change history period size

6 Number of calls in RF and in uSupervisor do not match

RF periods and uSupervisor periods (immediate, session) are not equal.

Use similar periods in RF and uSupervisor.

7 Missing campaigns on Administration Page

The user (ISConnector) that logs in Assisted Server from RF is not an Administrator

Promote ISConnector user to administrator

8 Administration page is blank

The user (ISConnector) that logs in Assisted Server from RF is not an administrator

Promote ISConnector user to administrator

9 Counters in RF do not match similar counters in uSupervisor (especially those regarding times)

Clock Synchronization – there is a difference (seconds) between the clock of the assisted server machine and the clock of the RF machine.

Synchronize the clocks Use a method like NTP server for keeping the clocks always synchronized.

10 The remote server

returned an error: (404) Not Found.

This happens because double escaping in the IIS request filtering is inactive by default.

The remote server returned an error: (404) Not Found.

11 HTTP 404 Not Found page Web Service Extension - ASP.NET v4.0.30319 is prohibited on IIS6.

Allow Web Service Extension - ASP.NET v4.0.30319 on IIS Manager.

12 500 - Internal server error. There is a problem with the resource you are looking for, and it cannot be displayed

uAgentWeb’s application pool in IIS is using .NET Framework 4.0

Change uAgentWeb’s application pool in IIS to .NET Framework 2.0

13 Exception: <Parse Error, no assembly associated with Xml key …Altitude.IntegrationServer…7.1101.40XXX

The patch level of the Integration Server’s dlls used by RF is not compatible with Integration Server.

Compare the dlls used in RF and the same dlls in Integration Server. Check if Load Balancing is not redirecting the requests from RF to another Integration Server with a different patch level.

14 When Assisted server goes down and up again, RF does not recover.

In RF logs we can see requests to IS .NET API in cycle (login->attach->query->invalid

operation->logout->invalid operation))

In RF logs we can see requests to IS .NET API in cycle (login->attach->query->invalid

operation->logout->invalid operation))

15 When starting the RT’s the page error “503 – Service Unavailable” is always returned.

When starting RT the application pool crashes because of its identity user. The user name or password that is specified for the identity may be incorrect, or the user may not have batch logon rights.

In RF’s application pool, change the user password if it’s not correct. For Windows Server 2008 confirm that the user as “Log on as batch job” under “Security Settings”>”Local Policies”>”User Rights Assignment”.

The remote server returned an error: (404) Not Found.

Problem: When requesting a Real Time page the following error appears.

Solution: This happens because double escaping in the IIS request filtering is inactive by default. The appcmd command should be executed to configure this setting. To do this, follow these steps:

1. Click Start, click Run, and then type cmd in the Open box. 2. Type the following command, and then press ENTER:

C: CD %windir%\system32\inetsrv

3. Run one of the following commands:

appcmd set config "Default Web Site" /section:system.webServer/Security/requestFiltering -allowDoubleEscaping:True

Note: This will configure this setting only for the "Default Web Site" by creating or editing the Web.config file in the root folder of the "Default Web Site."

appcmd set config "Default Web Site" /section:system.webServer/Security/requestFiltering -allowDoubleEscaping:True /commit:appHost

Note: This will configure this setting only for the "Default Web Site" in the applicationHost.config file by using a location tag.

For more information check http://support.microsoft.com/kb/942076/

Usage – Real Time Global

Login Page

In the RF Global login page a user can enter RF global or any other RF standard that is available. To enter RF global the user must enter a valid username/password and the domain global. To enter any other RF standard, the respective RF domain name must be entered.

Note : There’s a built-in user defined after installation. The first time a user enters RF global he must log in with this user. It’s the “easy” user without password. Afterwards the password can be changed in the Global Configuration | Global User screen.

Global Configuration

In this screen a user can configure domains and users in RF global.

The configurations done in these pages are stored in two XML files: multinstance.xml and user.xml.

Multinstance.xml has information about the domains that are configured. User.xml has information about the users that are configured.

Global Domain

Here the user can configure the connection to each RF standard application. To do that a user should enter a domain name that will identify the connection and the URL of the existing RF standard.

After entering the URL, the user must click the “Validate” button. This will make a request to the URL entered to check if the connection can be made. In case of success the uCI instance address used by that RF will be returned and shown in the screen. If a green icon appears in front of the URL it means the connection could be made correctly, if a red icon appears in front of the URL an error occurred and the logs should be checked.

After entering this information the user should press the “Save” button to save the domain configuration. Afterwards the domain configuration can be modified or removed.

Global user

This screen is used for user management. Users can be created, modified and removed. “Global RF login” is the login used to enter RF Global. “uCI” Login is the login used to access uCI instances. For showing information about an instance in RF Global the user must be authenticated in that instance.

The “Is Global Admin” check box is used for granting administration privileges to the Global RF user. An administrator can add, remove and edit domains and users. A normal user can only configure its passwords for RF global and for uCI instances.

Instance State Info

This widget shows information about the status of each instance.

The icon indicates the instance status:

Green – Ok

Green with cross – RF Real Time Standard disconnected

Yellow – Authentication or communication problem. Check tooltip on top of the instance line.

Red – uCI Instance offline or no connection to instance.

Domain – identifies each RF and can be used at login time to login in a specific RF.

uCI boot – instance boot time.

RF Monitoring – time since RF started monitoring the instance.

Other changes When creating a widget in layout, the instance can be chosen.

In multi-campaign widget, campaigns from different instances can be shown at the same time.

Troubleshooting When validating a domain, RF Global makes requests to Standard RFs using WCF. If the validation operation fails, the logs should be checked. If the following error appears in the logs:

net.tcp://rf_server/rf_url/WCFGlobal.svc. The connection attempt lasted for a time span of

00:00:01.0156510. TCP error code 10061: No connection could be made because the target machine

actively refused it rf_server:808

It means RF Global is not able to communicate with RF standard via net.tcp in machine rf_server.The default listening port for net.tcp is 808. So, in this case, that port should be opened or the protocol should be changed to http. To change the protocol to http, follow these instructions:

In RF Global’s web.config change the binding in red:

<client>

<endpoint address="net.tcp://localhost/rt/WCFGlobal.svc" binding="netTcpBinding"

bindingConfiguration="Binding_IWCFGlobal" contract="IWCFGlobal"

name="WCFGlobalServerNetTcp"></endpoint>

<client>

With the binding in green

<endpoint address="net.tcp://localhost/rt/WCFGlobal.svc" binding="basicHttpBinding"

bindingConfiguration="Binding_IWCFGlobal" contract="IWCFGlobal"

name="WCFGlobalServerNetTcp"></endpoint>

<client>

In RF Global’s web.config change value in red:

<add key="WCFProtocol" value="net.tcp" />

With value in green

<add key="WCFProtocol" value="http" />

In RF Standard’s web.config change binding in red:

<service name="WCFGlobal">

<endpoint address="" binding="netTcpBinding" bindingNamespace="http://altitude.com"

contract="IWCFGlobal" bindingConfiguration="Binding_IWCFGlobal"></endpoint>

</service>

With binding in green

<service name="WCFGlobal">



<endpoint address="" binding=" basicHttpBinding "

bindingNamespace="http://altitude.com" contract="IWCFGlobal"

bindingConfiguration="Binding_IWCFGlobal"></endpoint>

</service>

After making these changes run iisreset in both global and standard RFs.

http://altitude.com/

http://altitude.com/

Usage – Historical Reporting

Overview The Historical Reporting website can be entered with a supervisor account of the instance being monitored.

The Login Page has the following elements: 1. Login(Supervisor name) 2. Password(Supervisor Password) 3. Login to HR

After entering the website, you can generate, export and add your custom reports to HR.

The time frame can be specified in the horizontal menu (1;2) from a calendar.

The available times slices duration (3) are 15 minutes, 30 minutes, 1 hour, 1 day, a week or 30 days.

By default all the visible campaigns, teams and agents are preselected. This selection may be altered changing the selected options for campaigns (7), teams (8) and agents (8) in the filters panel.

Once you’ve set the search options you can generate the desired report from the available reports (4).

You can export a generated report (11) or all the available ones (12) to pdf, excel, csv or txt (10).

You can also extend the reports of the application, by adding an existing report in your Microsoft Report Server (5).

When your interaction is terminated you can logout (6).

When a report is generated the following controls are available with the report:

1. Pagination (when the report is with pagination active) 2. Search over the visible report (it searches all the pages, but if something is not drilled down it’s not available to be searched upon)

3. Refresh (regenerated the current report)

The Historical Reporting website supports localization for the following languages:

o English; o French; o Portuguese of Brazil.

Default Reports

Campaigns Agents Report

This report displays information about agents working in a campaign - either in inbound or outbound interactions. You can search all the campaigns by selecting the header or a specific campaign.

Table Interactions

Column

SubReport

Description

Campaign

Campaign Name

Agent

Agent Login Name

Open

Open duration

Ready

Ready duration

Ready Ratio

Ready over Open Ratio

Not Ready Nr

Number of not ready occurrences

Not Ready

Not Ready duration

Not Ready Ratio

Not Ready over Open ratio

Not Ready AVG

Not Ready Average(Not Ready/Not Ready Nr)

Not Ready Reasons

Reason given to stop being ready

Reason Duration

Specific not ready reason duration

Reason Ratio

Specific not ready reason ratio (Reason Duration/All Reasons Duration)

Pause Start Time

Specific not ready occurrence start time

Pause Time

Specific not ready occurrence duration

Data Transaction

Data transaction duration

Talks Nr

Number of talk occurrences

Table DTOs

Column

SubReport

Description

Campaign

Campaign Name

Agent

Agent Login Name

Data Transaction Outcome (DTO)

DTO name (can be empty if no outcome was set during data transaction)

DTO Occurrences

Number of data transactions that ended with a specific outcome

DTO Ratio

DTO ratio (Specific DTO / SUM DTO Occurrences)

SUM DTO Occurrences

Sum of all DTOs for the campaign

Per Call Report

This report displays information with calls details.

Column

SubReport

Description

Call Interval

???

Global Call

Global Call Id

Phone Number

Telephone number used for the call, or ANI if inbound.

Call Start Time

Start time of the call

Agent

Agent that has handled the call

Agent Start Time

Call start time for the agent

Waiting Time

Waiting time until the agent receives the call

Talk Time

Total duration of the call

Hold Time

Duration while on hold

Wrap-Up Time

Duration while in wrap-up

Who Disconnect

Side (agent or customer) that has disconnected the call (when available).

Call Status

Call termination status

Skill Profile

Skill profile of the call

Agents Report

This report displays information of agents’ activity. The report takes into account all campaigns in which the agents are working. The values for different campaigns are not added. For example if an agent is ready in 2 campaigns simultaneously for 2h, the total ready time for the agent will be 2h, not 4h.

Column

SubReport

Description

Agent Name

Agent name

Logged

Logged duration

Open

Open duration

Open Ratio

Open over Logged ratio

Ready

Ready duration

Ready Ratio

Ready over Logged ratio

Not Ready

Not Ready duration

Not Ready Ratio

Not Ready over Logged ratio

Data Transaction

Data transaction duration

Talks Nr

Number of talk occurrences

Talk

Connected and Held time

Talk Ready

Connected and Held time while the agent is ready

Hold Ratio

Hold over Logged ratio

Hold AVG

Hold time average

Wrap-Up

Wrap-up time (any media)

Wrap-Up Ready

Wrap-up time (any media) while agent is ready

Wrap-Up Ratio

Wrap-up over Logged ratio

Wrap-Up AVG

Wrap-up time average (Wrap-up / Wrap-up occurrences)

Data Transaction Outcomes (DTO)

DTO name (can be empty if no outcome was set during data transaction)

DTO Occurrences

Number of interactions that ended with a specific outcome

DTO Ratio

DTO ratio (Specific DTO / SUM DTO Occurrences)

SUM DTO Occurrences

Sum of all DTOs for the agent

Inbound Interactions Report

This report displays information about inbound calls.

Column

SubReport

Description

Campaign

Campaign name

Slice Start

Period Start Time

Slice End

Period End Time

Offered Calls

Handled, abandoned, overflow, rejected and short calls

Handled Calls

Handled calls

Handled Ratio

Handled over Offered calls ratio

Abandoned Calls

Abandoned calls

Abandoned Ratio

Abandoned over Offered calls ratio

Overflow Calls

Overflow calls

Overflow Ratio

Overflow over Offered calls ratio

Rejected Calls

Rejected calls

Rejected Ratio

Rejected over Offered calls ratio

Short Calls

Calls with duration below cp_general_cfg_short_call_li

Telephony Outcome Report

This report displays information about outbound calls..

Column

SubReport

Description

Campaign

Campaign Name

Slice Start

Period Start Time

Slice End

Period End Time

Dialed Calls

Number of dialed calls

Talk Time

Connected and held time

Talk AVG

Talk time average (Talk Time / Handled Calls)

Handled Calls

Number of calls with handled termination status

Busy Calls

Number of calls with busy termination status

No Answer Calls

Number of calls with no answer termination status

Machine Calls

Number of calls with as machine answered termination status

Modem Calls

Number of calls with modem termination status

Fax Calls

Number of calls with fax answered termination

Business Counters Report

This report displays information detailing agent business counters by campaign.

Table Agent Business Counters

Table Campaign Business Counters

Column

SubReport

Description

Campaign

Campaign Name

Agent

Agent Name

Slice Start

Period Start Time

Slice End

Period End Time

Connect

Number of connects (contact that reached target person)

Opportunity

Number of opportunity calls (person was available for argumentation)

Opportunity Ratio

Opportunity over Connect ratio

Success

Number of success calls (argumentation resulted in a positive outcome)

Success Volume

Success Volume calculated from success value (Success x Success value)

Success Ratio

Success over Connect ratio

Unsuccess

Number of unsuccessful calls (argumentation resulted on negative outcome )

Unusuccess Ratio

Unsuccess over Connect ratio

Column

SubReport

Description

Campaign

Campaign Name

Used DTOs

DTOs used in business counters’ configuration

Business Counter

Business Counter Name

Success Value

Success Value

Skills Demand Report

This report displays information detailing skills usage by campaign.

Campaign Skills

Column

SubReport

Description

Campaign Name

Campaign Name

Calls

Number of calls

Calls with Skills

Number of calls with skills

Calls with Skills Ratio

Calls with skills over Calls ratio

Handled Calls with Skills

Number of calls with skills terminated as handled.

Handled Calls with Skills Ratio

Handled calls with skills over Calls with skills ratio

Abandoned Calls with Skills

Number of calls with skills terminated as abandoned.

Abandoned Calls with Skills Ratio

Abandoned calls with skills over Calls with skills ratio.

Skills Demand

In order to generate this report, an RT instance with “Support skills” set to the RF Historical Database component is required. The table used to generate this report is created when RT is started and maintained by it during monitoring. When this table doesn’t exist (either because there is not a RT instance configured or it wasn’t started yet) the following warning will be displayed.

Column

SubReport

Description

Campaign Name

Campaign Name

Skill Name

Skill name

Slice Start

Period Start Time

Slice End

Period End Time

Requested

Number of requested calls

Handled

Number of handled calls

Handled Ratio

Handled over Requested ratio

Abandoned

Number of abandoned calls

Abandoned Ratio

Abandoned over Requested ratio

[0 - 0,1[

Skill level interval

[0,1 - 0,2[


[0,2 - 0,3[


[0,3 - 0,4[


[0,4 - 0,5[


[0,5 - 0,6[


[0,6 - 0,7[


[0,7 - 0,8[


[0,8 - 0,9[


[0,9 – 1]


Report List Configuration Reports accepting the same parameters of the interface can be added to it.

The Report List Configuration is accessible from the reports panel Edit, and is composed by the elements described below.

Custom Reports pane (1) with the non-default reports of this application (reports with the same name in different folders are not supported).

In the first pane the available reports are listed with a draggable item at the left (2) and the available change of state at the right (3).

The next image it’s an example of changing the state of a report.

Dragging the item below or above a different stated report can also change its state as shown below.

To apply the changes made in the manager click over Save, and the reports panel will be updated.

When a report receives a campaign as parameter, it will be presented like the default reports in the application, and presented by campaign. The header of a campaign report can also be set in the header option.

Other Reports pane (6) shows the listing of reports on the reporting services that are not currently supported.

The following parameters are currently supported:

Parameter Name

Parameter Type

Conversion Type

Origin

start_time

String

Datetime

Interface

end_time

String Datetime Interface

time_slice

String Integer

Integer

Interface

time_slice_label

String String Interface

campaign_code

String Integer

Integer

Interface

campaign_name

String String Interface

agent_login

String

String

Session

agent_password_hash

String String Session

agent_password

String

String

Sent empty

campaigns_filter

Integer (Multi-Value)

Integer Session

agents_filter


Integer

Session

teams_filter


Integer Session

culture_name

String

String

Web.config/browser

format_duration

String

String

Web.config

show_date_pattern

String

String

Web.config

show_live_entities_only

Boolean

Boolean

Web.config

Supervisor Permissions The data presented in the reports is affected by the permissions defined in uSupervisor for the user that is logged in RF historical reporting. The user will only see campaigns and agents that he has access to.

The default reports filter the results based on the following permissions (by agent or campaign):

Agents Report: filters by agent permissions Business Counters Report: filters by agent and campaign permissions Campaign Agents Report: filters by agent and campaign permissions Campaigns Report: filters agent by and campaign permissions Inbound Interaction Report: filters by campaign permissions Per Call Report: filters by agent and campaign permissions Skills Demand Report: filters by campaign permissions Telephony Outcome Report: filters by campaign permissions

Common Problems

rsAccessDenied when generating a report

Problem: when requesting a report the access to Report Server is denied.

Solution: The user needs to be a Content Manager of SQL Server Reporting Services. If the desired user is not a Content Manager assign it or change the user to be used in web.config (ReportServerUser and ReportServerPassword keys).

rsErrorOpeningConnection when generating a report

Problem: when requesting a report the access to data source in Report Server is denied.

Solution: The data source should be configured with stored SQL Server credentials. This problem is usually related to the database and the report server being at different hosts.

Error while loading code module “ReportResources”

Problem: when publishing the reports (installation) or generating a report

ERROR: System.Web.Services.Protocols.SoapException: Error while loading code module: ‘ReportResources, Version=3.0.0.0, Culture=neutral, PublicKeyToken=C8911BFAD49CA7F9’. Details: Could not load file or assembly 'ReportResources, Version=3.0.3.0, Culture=neutral, PublicKeyToken=c8911bfad49ca7f9' or one of its dependencies. The system cannot find the file specified.

at Microsoft.ReportingServices.WebServer.ReportingService2005Impl.CreateReport(String Report, String Parent, Boolean Overwrite, Byte[] Definition, Property[] Properties, Warning[]& Warnings)

at Microsoft.ReportingServices.WebServer.ReportingService2005.CreateReport(String Report, String Parent, Boolean Overwrite, Byte[] Definition, Property[] Properties, Warning[]& Warnings) Solution: Verify the following:

Altitude Reporting Resources is installed (if applicable) The ReportResources.dll is deployed at c:\Windows\assembly in the report server host The execution account is defined (Report Server Configuration) Framework 2.0 registered in IIS (report server host) – aspnet_regiis –i Restart the reporting server service (if everything else is ok)

rsInvalidDataSourceCredentialSetting when generating a report

Problem: when requesting a report the access to data source in Report Server is denied.

Solution: Set the execution account in Reporting Services configuration.

401: Unauthorized

Problem: Obtained when generating report or at Report List Configuration

Solution: Check the web.config entries ReportServerUsername (user name to execute reporting services) and ReportServerPassword (user password to execute reporting services).

An error has occurred during report processing

Problem: when generating a report, the displayed message ends with “For more information

about this error navigate to the report server on the local server machine, or enable remote

errors”

Solution: Troubleshoot the problem in the Reporting Services Server or enable remote errors before proceeding with the troubleshooting. If specific Reporting Services error is presented (such as rsAccessDenied) consult the official error list (http://msdn.microsoft.com/en-us/library/aa256058(v=sql.80).aspx)

The remote server returned an error: (404) Not Found Check The remote server returned an error: (404) Not Found.

HTTP 404 - Page Not Found

Allow Web Service Extension - ASP.NET v4.0.30319 on IIS Manager.

http://msdn.microsoft.com/en-us/library/aa256421(v=SQL.80).aspx

http://msdn.microsoft.com/en-us/library/aa256058(v=sql.80).aspx)

Reference

Reporting Framework concepts

Instance

Each Real Time Server is directly connected to an Altitude uCI instance, the main Altitude server.

Altitude uCI DB

The database that stores all information related to an Altitude uCI instance.

Campaign

On the Altitude uCI system, a campaign is a service that the Contact Center provides.

Examples: an outbound sales campaign with the objective of reaching a list of leads; an inbound campaign providing technical support to customers that call the Contact Center.

Widget

A widget is a small window, on the main Real Time screen. Most information displayed by the Real Time component is presented on widgets. Each type of widget presents different counters with real-time information on agent or campaigns on the Altitude uCI instance.

Multi-Campaign Widget

The multi-campaign widget is a special widget on the main Real Time screen. This widget can display, for a group of campaigns, most of the counters existing on regular widgets. The counters to display and the list of campaigns are configurable on the tab “Multi-campaign widget”, on the “Layout Configuration” screen.

Agent Detail Widget

The agent detail widget is a special widget on the main Real Time screen. This widget displays the information for all agents within a chosen campaign for a given set of counters, and it can be configured in the “Layout Configuration” screen, under the “Agent Detail” tab.

Contact List Widget

The contact list widget is a special widget on the main Real Time screen. This widget displays the information for all ct values within a specific ct field configured in Contact List Configuration menu. This field is defined for a specific campaign. This information is for a given set of counters, and it can be configured in the “Layout Configuration” screen, under the “Contact List” tab.

Data transaction outcomes

On the Altitude uCI system, a data transaction outcome is a classification that an interaction with the customer can have. Examples: “Wrong number”, “Sale successful”, “Refuse to answer”.

Business counters

Business counters are Reporting Framework classifications of Altitude data transaction outcomes. The available types of business counters are:

Connect – contact reached target person; o Opportunity - person was available for argumentation;

Success - argumentation resulted on positive outcome (sale, answered questionnaire, message delivered, etc); Success I;

Success II; Success II; Generic Success; Unsuccess - argumentation resulted on negative outcome (non sale, did not

answer questionnaire, etc); Unsuccess I;

Unsuccess II; Unsuccess III; Generic Unsuccess; Other Opportunity - argumentation resulted in a non-positive but also

non-negative outcome; Other Opportunity I;

Other Opportunity II; Other Opportunity III; Generic Other Opportunity; o Non Opportunity - Person was reached, but was unavailable;

Non Opportunity I; Non Opportunity II; Non Opportunity III; Generic Non Opportunity; Non Connect - contact didn’t reach target person ;

History Period

The history period represents the number of hours that the Real Time component will generate statistics, before the start up moment.

Example: if the history period is “4” (hours) and the Real Time component was started at 6:00pm, then it will generate statistics for activity starting after 2:00pm (6 minus 4).

User access

On both the Real Time and the Historical Reporting components, login is done with a supervisor or administrator user that exists on the Assisted Server instance.

The Real Time component respects the access levels of the campaigns defined on Altitude uSupervisor. This means a Real Time component user will only be able to monitor campaigns he can see on Altitude uSupervisor.

Service

On the Altitude Reporting Framework, a service is a group of campaigns.

Contact List

On the Altitude Reporting Framework, a contact list is a group of contacts which have the same ct field.

Agent Group

On the Altitude Reporting Framework, an agent group is a group of teams.

Real Time widget list

Interaction Volume

This widget shows the volume of calls of the chosen campaign.

Filters:

Instance; Service; Campaign (only for Inbound and Blended campaigns); Media; Time Interval;

Counters:

Calls

Offered calls;

Handled calls;

Abandoned calls;

Overflowed calls;

Rejected calls;

Short calls;

Current calls;

RONA occurrences;

Handled Calls (Wait <= USL);

Abandoned Calls (Wait >= LSL);

Web:

Offered Web (new);

Handled Web (new);

Abandoned Web;

Current Web;

RONA occurrences;

Handled Web (Wait <= USL); Abandoned Web (Wait >= LSL);

Email:

Offered Email;

Handled Email;

Overflow Email;

Current Email;

RONA occurrences;

Handled Email (Wait <= USL);

Total:

Offered interactions;

Queue

This widget shows information of the queue and alerting calls, on the chosen campaign.

Filters:

Instance; Service; Campaign (only for Inbound and Blended campaigns); Media; Time Interval;

Counters:

Calls:

Calls in queue; Alerting calls; Current oldest waiting call; Average waiting time of current queued calls; Average waiting time of handled calls;

Average waiting time of abandoned calls; Average waiting time; Maximum waiting time.

Web:

Web in queue; Alerting Web; Current oldest waiting Web; Average waiting time of current queued Web; Average waiting time of handled Web;

Average waiting time of abandoned Web; Average waiting time; Maximum waiting time;

Email:

Email in queue;

Alerting Email; Current oldest waiting Email; Average waiting time of current queued Email; Average waiting time of handled Email;

Average waiting time; Maximum waiting time;

Total:

Average alerting time (total for all media); Oldest waiting interaction (in all media); Interactions in Queue (total for all media); Alerting interactions (total for all media);

Queue 3D

This widget shows information of the interactions that are queued. The information is shown for each media.

Filters:

Instance; Service; Campaign (only for Inbound and Blended campaigns);

Agent Performance

This widget shows information on performance of the agents of the chosen campaign, focusing on their status.

Filters:

Instance; Agent Group; Campaign (for Outbound, Inbound and Blended campaigns); Media; Time Interval;

Counters:

Calls:

Open time;

Ready time;

Idle time;

Talk time;

Alerting time;

Wrap-up time;

Hold Time;

Average talk time;

Longest talk time;

Average handling time;

Average wrap-up time;

Average alerting time;

Average hold time.

Web:

Open time; Ready time; Idle time; Alerting time; Wrap-up time; Average Wrap-up time; Average alerting time;

Email:

Open time;

Ready time;

Idle time;

Alerting time;

Wrap-up time;

Average Wrap-up time;

Average alerting time;

Total:

Open time; Ready time; Idle time; Alerting time; Wrap-up time; Average Wrap-up time; Average alerting time; Average idle time;

Agent Not Ready Reasons

This widget shows information on agent not ready reasons occurrences and duration, on the chosen campaign.

Filters:

Instance; Agent Group; Campaign (for Outbound, Inbound and Blended campaigns); Time Interval; Text Filter to allow filtering by Not Ready Reason;

Counters:

Not ready reason list with: o Not ready reason name;

o Not ready reason total occurrences; o Not ready reason total time.

Not Ready Detail

This widget shows the total time with a not ready reason per agent and a detailed list of those reasons and times.

Filters:

Instance; Agent Group; Campaign (for Outbound, Inbound and Blended campaigns); Time Interval; Text Filter to allow filtering by agent;

Counters:

Agent list with: o Agent name;

o Total Time of all not ready reasons; o Total Number of Occurrences o Select agent icon.

Not ready reason list for selected agent with: o Not ready reason name;

o Not ready reason total time. o Occurrences

Service Level

This widget shows the service level of the chosen campaign.

Filters:

Instance; Campaign (only for Inbound and Blended campaigns); Time Interval; Media;

Counters:

Calls Service Level (%);

Emails Service Level (%);

Web Service Level (%).

Agent Status Detail

This widget shows the agent status’ totals for the chosen campaign. Additionally, it has a list with all agents open on the chosen campaign showing the agents’ status and status duration

Filters:

Instance; Campaign (for Outbound, Inbound and Blended campaigns); Agent Group; Media; Text Filter to allow filtering by agent;

Counters:

Open;

Ready;

Idle;

Talking;

Handling interactions

Alerting;

On Hold;

Wrap-up;

Data Transaction.

Not Ready


o Agent current status; o Agent current status duration. o Telephony Status o Telephony Status Duration o Email status o Email status duration o Web status o Web status duration

o Data Transaction (On/Off)

Agent Status Detail 3D

This widget shows the agent status’ totals for the chosen campaign in a graphical form. When selected all in the media filter, this widget also shows the number of interactions for each type of media.

Filters:

Instance; Campaign (for Outbound, Inbound and Blended campaigns); Agent Group; Media.

Counters:

Not Ready Ready; Idle; Talking; Handling; Alerting; On Hold; Wrap-up; Data Transactions (Calls + Web + Emails)

Business Counters Summary

This widget shows the business counters goal achievement values for the chosen campaign and the chosen periods.

Filters:

Instance; Agent Group; Campaign (for Outbound, Inbound and Blended campaigns); Contact List; Service;

Counters:

Success Volume;

Success Volume / Total Data Transactions;

Success Total;

Success / Opportunity;

Success / Connect;

Success / Total Data Transactions;

Success I Total;

Success I/ Success;

Success I / Opportunity;

Success I / Connect;

Success I / TotalDataTransactions;

Success II Total;

Success II/ Success;

Success II/ Opportunity;

Success II / Connect;

Success II / Total Data Transactions;

Success III Total;

Success III/ Success;

Success III / Opportunity;

Success III / Connect;

Success III / Total Data Transactions;

Generic Success Total;

Generic Success / Success;

Generic Success / Opportunity;

Generic Success / Connect;

Generic Success / Total Data Transactions;

Total Data Transactions;

Total Opportunity;

Data Transaction Outcomes

This widget shows the data transaction outcomes totals for the chosen campaign.

Filters:

Instance; Agent Group; Campaign (for Outbound, Inbound and Blended campaigns); Contact List; Service; Time Interval; Text Filter to allow filtering by Data Transaction Outcome;

Counters:

Data Transaction Outcome list with: o Data Transaction Outcome name;

o Data Transaction Outcome Current Total occurrences; o Data Transaction Outcome Current Ratio.

Data Transaction Outcomes 3D

This widget shows a pie-chart with the data transaction outcomes totals for the chosen campaign.

Filters:

Instance; Agent Group; Campaign (for Outbound, Inbound and Blended campaigns); Contact List; Service; Time Interval;

Counters:

pie-chart with outcome occurrence distribution.

Telephony Interaction Volume

This widget shows the volume of telephony interactions of the chosen campaign.

Filters:

Instance; Service; Campaign (for Outbound, Inbound and Blended campaigns); Time Interval;

Counters:

Extend calls; Transfer calls; Conference calls; Blind transfer calls;

Outbound Outcomes

This widget shows the outcome of outbound calls of the chosen campaign.

Filters:

Instance; Service; Campaign (only for Outbound and Blended campaigns); Time Interval;

Counters:

Dialed Calls;

Handled Calls;

Busy Calls;

No Answer Calls;

Machine Answered Calls;

Fax Answered Calls;

Modem Answered Calls;

Nuisance Calls;

Rejected Calls;

Invalid Number Calls;

Trunk Line Overflow Calls.

Business Counters

This widget shows the business counters values for the chosen campaign.

Filters:

Instance;

Agent Group;

Campaign (for Outbound, Inbound and Blended campaigns);

Contact List;

Service;

Time Interval;

Counters:

Total Data Transactions – total number of calls handled by agents o Non Connected – Calls with no outcome, or with an outcome that is not associated to

any business counter o Connected – Calls with an outcome associated to a business counter

Non Opportunity – Calls with outcome associated to Non Opportunity Business Counters Non Opportunity I – Calls with outcome associated to

Non Opportunity I Business Counters Non Opportunity II – Calls with outcome associated to Non Opportunity II Business Counters Non Opportunity III – Calls with outcome associated to Non Opportunity III Business Counters Generic Non Opportunity – Calls with outcome associated to Generic Non Opportunity Business Counters

Opportunity – Calls with outcomes associated with argumentation outcomes

Success – number of occurrences of outcomes associated with success Business Counters Success I – number of occurrences of outcomes associated

with success I Business Counters Success II – number of occurrences of outcomes associated with success II Business Counters Success III – number of occurrences of outcomes associated with success III Business Counters Generic Success – number of occurrences of outcomes associated with Generic Success Business Counters Unsuccess – number of occurrences of outcomes associated with

Unsuccess Business Counters Unsuccess I – number of occurrences of outcomes associated

with Unsuccess I Business Counters Unsuccess II– number of occurrences of outcomes associated with Unsuccess II Business Counters Unsuccess III – number of occurrences of outcomes associated with Unsuccess III Business Counters Generic Unsuccess – number of occurrences of outcomes associated with Generic Unsuccess Business Counters

Other Opportunity – number of occurrences of outcomes associated with other opportunity Business Counters Other Opportunity I – number of occurrences of

outcomes associated with Other Opportunity I Business Counters Other Opportunity II – number of occurrences of outcomes associated with Other Opportunity II Business Counters Other Opportunity III – number of occurrences of outcomes associated with Other Opportunity III Business Counters Generic Other Opportunity – number of occurrences of outcomes associated with Generic Other Opportunity Business Counters

Button to show several details associated to each business counter.

Business Counters Goal Achievement

This widget shows the goal achievement values of the business counters of the chosen campaign.

Note: The “per hour” counters and “per day” counters are forecasts until one hour has passed or one day has passed respectively. For example : If the real number of Success occurrences is 7 and 30 minutes have passed, if the current rate of “Success” occurrences remains the same, there will be 14 (7 x (60/30) = 14) “Success” occurrences during the next hour and 336 (7 x (60 x 24)/30 = 336) during the next day. After one hour has passed the “per hour” values will become real (dividing the number of occurrences by the number of hours). After one day has passed the “per day” values will become real (dividing the number of occurrences by the number of hours).

Filters:

Instance; Agent Group; Campaign (for Outbound, Inbound and Blended campaigns); Contact List; Service; Time Interval;

Counters:

Success Volume (1); (Success Volume / Total Data Transactions)/Day(1); Success / Hour (1); Success / Opportunity (100%) Success / Connect (100%) Success / Total Data Transactions (100%) Success I (1) Success I / Success (100%) Success I / Opportunity (100%) Success I / Connect (100%) Success I / Total Data Transactions (100%) Success II (1) Success II / Success (100%) Success II / Opportunity (100%) Success II / Connect (100%) Success II / Total Data Transactions (100%) Success III (1) Success III / Success (100%) Success III / Opportunity (100%) Success III / Connect (100%) Success III / Total Data Transactions (100%) Generic Success (1) Generic Success / Success (100%) Generic Success / Opportunity (100%) Generic Success / Connect (100%) Generic Success / Total Data Transactions (100%)

Agent Skill Detail

This widget shows the current agent skill detail, for the chosen campaign.

Filters:

Instance; Agent Group; Campaign (for Outbound, Inbound and Blended campaigns); Text Filter to allow filtering by agent;

Counters:


o Agent current status; o Agent skill profile;

Skill Demand

This widget shows the current skill demand, for the chosen campaign.

Filters:

Instance; Agent Group; Campaign (for Outbound, Inbound and Blended campaigns); Text Filter to allow filtering by skill;

Counters:

Skill list with o Skill name;

o Agents Ready With Skill; o Agents Ready Available With Skill - number of agents ready and available for receiving an interaction of this skill; o Calls in Queue With Skill; o Emails in Queue With Skill; o Web in Queue With Skill; o Interactions in Queue With Skill.

Skill Demand 3D

This widget shows a pie-chart with the current skill call request, for the chosen campaign.

Filters:

Instance; Campaign (for Outbound, Inbound and Blended campaigns); Media;

Counters:

Calls: o pie-chart with skills of calls in queue distribution;

Web: o pie-chart with skills of Web in queue distribution;

Email: o pie-chart with skills of Emails in queue distribution;

Total: o pie-chart with skills of all Interactions in queue distribution;

Skill Demand History

This widget shows the skill demand history, for the chosen campaign.

Filters:

Instance; Agent Group; Campaign (for Outbound, Inbound and Blended campaigns); Media; Time Interval; Text Filter to allow filtering by skill;

Counters:

Calls:

Total Requested Calls With Skill; Total Handled Calls With Skill; Total Abandoned Calls With Skill; Skill list with: o Skill name;

o Calls Requested total; o Calls Requested %; o Calls Handled total; o Calls Handled %; o Calls Abandoned total; o Calls Abandoned %.

Web:

Total Requested Web With Skill;

Total Handled Web With Skill; Total Abandoned Web With Skill; Skill list with: o Skill name (new);

o Web Requested total; o Web Requested %; o Web Handled total; o Web Handled %; o Web Abandoned total; o Web Abandoned %;

Email:

Total Requested Emails With Skill; Total Handled Emails With Skill; Skill list with: o Skill name (new);

o Emails Requested total; o Emails Requested %;

o Emails Handled total; o Emails Handled %;

Total:

Total Requested interactions with Skill; Total Handled interactions With Skill;

Skill list with: o Skill name;

o Interactions Requested total;

o Interactions Requested %; o Interactions Handled total;

o Interactions Handled %;

Contact Penetration

This widget shows counters reflecting the progress of outbound campaigns, based on their contacts status.

Filters:

Instance;

Campaign (only for Outbound and Blended campaigns);

Contact List;

Counters:

Total (Untreated + Treated + Abandoned + Other); Untreated (Never Tried + Callbacks) – Contacts started, cached and in analysis: o Untreated Never Tried – Never tried;

o Untreated Callbacks (Automatic + Agent) – Already Tried: Untreated Callbacks Automatic – Failed on dial rule;

Untreated Callbacks Agent – Handled by an agent and rescheduled; Untreated Callbacks Personal Callback (counted separately, not part of Untreated Callbacks sum) – Contacts assigned to specific agents; Treated – Contacts done;

Abandoned – Contacts abandoned;

Other – Contacts in other statuses.

The respective ratio against the total number of contacts is shown for each of the above group of counters (Untreated + Treated + Abandoned + Other) in the pie chart.

Query

This widget shows the query results for the queries currently defined in the Queries configuration screen.

Filters:

Instance; Service; Campaign (for Outbound, Inbound and Blended campaigns); Query;

By changing the query filter the user can see the result of all queries currently defined in the instance. The queries are executed periodically independently of the query widgets that are on the screen.

When the query selected has a campaign column the results will be restricted within the RT configuration for services and monitored campaigns. Otherwise all data is shown.

Multi-campaign

This widget shows the configured counters for all campaigns that have been configured (Outbound, Inbound and Blended),

Filters:

Agent Group; Service Time Interval Text Filter to allow filtering by campaign Number of lines shown on each page

Static information:

Campaign name Campaign Full Name

Existing counters:

Interaction Volume: o Offered calls;

o Handled calls;

o Abandoned calls;

o Overflowed calls;

o Rejected calls;

o Short calls;

o Current calls;

o RONA occurrences.

o Abandoned Calls (Wait >= LSL);

o Handled Calls (Wait <= USL);

o Offered Emails;

o Handled Emails;

o Overflowed Emails;

o Current Emails;

o Rona Occurrences (Email);

o Handled Emails (Wait <= USL);

o Offered Web;

o Handled Web;

o Abandoned Web;

o Current Web;

o Rona Occurrences (Web);

o Handled Web (Wait <= LSL);

o Abandoned Web (Wait >= LSL);

o Offered Interactions.

Queue: o Calls in queue;

o Alerting calls;

o Current oldest waiting call;

o Average waiting time of current queued calls;

o Average waiting time of handled calls;

o Average waiting time of abandoned calls;

o Average waiting time;

o Maximum waiting time.

o Emails in queue;

o Alerting Emails;

o Oldest Waiting Email;

o Average waiting time of queued emails;

o Average waiting time of handled emails;

o Average waiting time (Email);

o Maximum waiting time (Email);

o Web in queue;

o Alerting Web;

o Oldest Waiting Web;

o Average waiting time of queued web;

o Average waiting time of handled web;

o Average waiting time of abandoned web;

o Average waiting time (Web);

o Maximum waiting time (Web);

o Interactions in queue;

o Alerting Interactions;

o Oldest Waiting interaction;

o Average waiting time of queued interactions;

o Average waiting time of handled interactions;

o Average waiting time of abandoned interactions;

o Average waiting time (All interactions);

o Maximum waiting time (All interactions).

Agent Performance: o Open time;

o Ready time; o Idle time; o Talk time; o Alerting time; o Wrap up time; o Hold Time; o Average talk time; o Longest talk time; o Average handling time; o Average wrap-up time; o Average alerting time; o Average hold time; o Alerting time (Email); o Wrap-up time (Email); o Average wrap up time (Email); o Average alerting time (Email); o Alerting time (Web); o Wrap-up time (Web); o Average wrap up time (Web); o Average alerting time (Web); o Wrapup time (All interactions); o Average wrap up time (All interactions); o Average alerting time (All interactions).

Service Level:

o Service Level; o Service Level (Email);

o Service Level (Web). Agent Status Detail:

o Agents Open; o Agents Ready; o Agents Not Ready; o Agents Idle; o Agents Talking; o Agents Alerting; o Agents Wrap-up; o Agents Hold; o Agents Idle (Email); o Agents Alerting (Email); o Agents Wrap-up (Email); o Agents Idle (Web); o Agents Alerting (Web); o Agents Wrap-up (Web); o Agents Data Transaction; Telephony Interaction Volume:

o Extended calls; o Transferred calls; o Conferenced calls; o Blind transferred calls. Outbound Outcomes:

o Dialed Calls; o Handled Calls; o Discarded Calls; o Busy Calls; o No Answer Calls; o Machine Answered Calls; o Fax Answered Calls; o Modem Answered Calls; o Nuisance Calls; o Rejected Calls; o Invalid Number Calls; o Trunk Line Overflow Calls; Contact Penetration:

o Contacts;

o Untreated;

o Ratio Untreated;

o Never Tried;

o Ratio Never Tried;

o Tried;

o Ratio Tried;

o Callbacks;

o Ratio Callbacks;

o Automatic Callbacks;

o Ratio Automatic Callbacks;

o Agent Callbacks;

o Ratio Agent Callbacks;

o Personal Callbacks;

o Ratio Personal Callbacks;

o Treated,

o Ratio Treated;

o Abandoned;

o Ratio Abandoned;

o Other;

o Ratio Other

Business Counters: o Total Success;

o Total Unsuccess; o Total Other Opportunity; o Total Non-Opportunity; o Success Volume; o Total Opportunity; o Total Connect; o Total Non-Connect; o Success/Opportunity; o Unsuccess/Opportunity; o Other Opportunity/Opportunity;

o Success/Connect; o Unsuccess/Connect; o Other Opportunity/Connect; o

Non-Opportunity/Connect; o Opportunity / Connect; o Connect/Total Data Transactions; o Non-Connect/Total Data Transactions;

o Opportunity/Total Contacts.

o Opportunity/Total Data Transactions;

o Non-Opportunity/Total Data Transactions;

o Success/Hour;

o

(Success/Opportunity)/Hour; o

(Unsuccess/Opportunity)/Hour; o (Success/Connect)/Hour;

o

(Opportunity/Connect)/Hour; o Success Volume/Hour;

o Success/Day;

o (Success/Opportunity)/ Day;

o (Unsuccess/Opportunity)/ Day;

o (Success/Connect)/ Day;

o (Opportunity/Connect)/ Day;

o Success Volume/ Day;

o Success/Ready Hour;

o Unsuccess/Ready Hour;

o Other Opportunity/Ready Hour;

o Opportunity/Ready Hour;

o Non-Opportunity/Ready Hour;

o Connect/Ready Hour;

o Non-Connect/Ready Hour;

o Success Volume/Ready Hour;

o Total Success I;

o Total Unsuccess I;

o Total Other Opportunity I;

o Total Non-Opportunity I;

o Success I/Success;

o Success I/Opportunity;

o Success I/Connect;

o Success I/Hour;

o Success I/Ready Hour;

o Total Success II;

o Total Unsuccess II;

o Total Other Opportunity II;

o Total Non-Opportunity II;

o Success II/Success;

o Success II/Opportunity;

o Success II/Connect;

o Success II/Hour;

o Success II/Ready Hour;

o Total Success III;

o Total Unsuccess III;

o Total Other Opportunity III;

o Total Non-Opportunity III;

o Success III/Success;

o Success III/Opportunity;

o Success III/Connect;

o Success III/Hour;

o Success III/Ready Hour;

o Total Generic Success;

o Total Generic Unsuccess;

o Total Generic Other Opportunity;

o Total Generic Non-Opportunity;

o Generic Success/Success;

o Generic Success/Opportunity;

o Generic Success/Connect;

o Generic Success/Hour;

o Generic Success/Ready Hour;

o Work/Ready Ratio.

Other: o Total Data Transactions;

o Calls Handled;

o Talk/Ready Ratio;

o Wrap-up/Ready Ratio;

o Average Alerting Time (Web); Agent Detail

This widget shows the configured counters for all agents working on the selected campaign.

Filters:

Agent Group;

Instance;


Time Interval;

Text Filter to allow filtering by agent;

Number of lines shown on each page;

Static information:

Agent name; Agent full name; Agent extension;

Existing counters:

Agent Status o Status;

o Duration; o Telephony Status; o Telephony Duration; o Email Status; o Email Duration; o Web Status; o Web Duration.

Agent Performance

o Open Time;

o Ready Time;

o Idle Time;

o Talk Time;

o Alerting Time;

o Wrap-up Time;

o Hold Time;

o Average Talk Time;

o Longest Talk Time;

o Average Handling Time;

o Average Wrap-up Time;

o Average Alerting Time;

o Average Hold Time;

o Alerting Time (Email);

o Wrap-up Time (Email);

o Average Wrap-up Time (Email)

o Average Alerting Time (Email);

o Alerting Time (Web);

o Wrap-up Time (Web);

o Average Wrap-up Time (Web)

o Success I/Connect;

o Alerting Time (All Interactions); o Wrap-up Time (All Interactions); o Average Wrap-up Time (All Interactions), o Average Alerting Time (All Interactions). Agent Skill Detail

o Profile; Business Counters:

o Total Non-Opportunity;

o Total Success;

o Total Unsuccess;

o Total Other Opportunity;

o Success Volume;

o Total Opportunity;

o Total Connect;

o Total Non-Connect;

o Success/Opportunity;

o Unsuccess/Opportunity;

o Other Opportunity/Opportunity;

o Success/Connect;

o Unsuccess/Connect;

o Other Opportunity/Connect;

o Opportunity/Connect;

o Non-Opportunity/Connect;

o Connect/Total Data Transactions;

o Non-Connect/Total Data Transactions;



o Success/Hour;

o (Success/Opportunity)/Hour;

o

(Unsuccess/Opportunity)/Hour;

o (Success/Connect)/Hour;

o (Opportunity/Connect)/Hour;

o Success Volume/Hour;

o Success/Day;


















o Total Success I;

o Total Success II;












o Success I/Opportunity;

o Success I/Total Data Transactions




o Success II/Total Data Transactions




o Success III/Total Data Transactions

o Generic Success /Success;

o Generic Success /Opportunity;

o Generic Success /Connect;

o Generic Success /Total Data Transactions;

o Success I/Ready Hour;

o Success II/Ready Hour;

o Success III/Ready Hour;

o Generic Success/Ready Hour;

Other Counters o Other Team;

o Total Data Transactions; o Calls Handled; o Talk / Ready Ratio; o Wrap-up / Ready Ratio; o Work / Ready Ratio;

Below the list of agents, there is a line containing the totals for all agents, for the appropriate counters. This line doesn’t take into account the agent filter.

Contact List

This widget shows the configured counters for all ct values associated to the selected campaign.

Filters:

Instance;


Time Interval;

Text Filter to allow filtering by contact list;

Number of lines shown on each page;

Existing counters:

Contact Penetration o Total Contacts;

o Total Untreated;

o Ratio Untreated;

o Total Never Tried;

o Ratio Never Tried;

o Total Tried;

o Ratio Tried;

o Total Callbacks;

o Ratio Callbacks;

o Total Automatic Callbacks;

o Ratio Automatic Callbacks;

o Total Agent Callbacks;

o Ratio Agent Callbacks;

o Total Personal Callbacks;

o Ratio Personal Callbacks;

o Total Treated ;

o Ratio Treated;

o Total Abandoned;

o Ratio Abandoned;

o Total Other;

o Ratio Other;

Business Counters: o Total Success;

o Total Unsuccess; o Total Other Opportunity; o Success Volume; o Total Opportunity; o Total Connect; o Total Non-Connect; o Success/Opportunity; o Unsuccess/Opportunity; o Other Opportunity/Opportunity; o Success/Connect; o Unsuccess/Connect; o Other Opportunity/Connect; o Opportunity/Connect; o Non-Opportunity/Connect; o Connect/Total Data Transactions;

o Non-Connect/Total Data Transactions;



o Success/Hour;

o (Success/Opportunity)/Hour;

o

(Unsuccess/Opportunity)/Hour;

o (Success/Connect)/Hour;

o (Opportunity/Connect)/Hour;

o Success Volume/Hour;

o Success/Day;














o Total Non-Opportunity;





o Total Success I;

o Total Success II;






















o Success III/Total Data Transactions

o Generic Success /Success;

o Generic Success /Opportunity;

o Generic Success /Connect;

o Generic Success /Total Data Transactions;Non-Opportunity;

o Opportunity / Total Contacts.

Other Counters o Total Data Transactions;

Below the list of ct values, there is a line containing the totals for all ct values, for the proper counters.

Logs

Real Time and Historical Reporting components The Reporting Framework Real Time component uses Altitude Integration Server’s tracer component, from ASTools.

The log file name and path are defined on the application Web.config file:

<add key="logfilename" value="logs\\ReportingFramework.log"/>

The log level is also defined on application Web.config file, on the <tracer> tag:

<traceLevel>Debug</traceLevel>

The available log levels are “Debug” (more log messages), “Info”, “Notice”, “Warning”, “Error” and “Critical” (less log messages). The log level should be usually set to “Info”.

Log example:

10:21:38.805 22084 D [RFServer] >>> CampaignTimeSliceStatistics.calculate()

10:21:38.805 22084 D [RFServer] >>> Campaign.calcCampaignCallsStatisticsForPeriod(18-03-2009 10:21:26,18-03-2009 10:21:38)

10:21:38.805 22084 D [RFServer] Call list count <0>, index min <0>, index max <2147483647>

10:21:38.805 22084 D [RFServer] <<< Campaign.calcCampaignCallsStatisticsForPeriod =

10:21:38.805 22084 D [RFServer] >>> Campaign.calcCampaignTotalRONACallsForPeriod(18-03-2009 10:21:26,18-03-2009 10:21:38)

10:21:38.805 22084 D [RFServer] <<< Campaign.calcCampaignTotalRONACallsForPeriod =

10:21:38.805 22084 D [RFServer] >>> Campaign.calcCampaignTotalOpenReadyIdleTimeForPeriod(18-03-2009 10:21:26,18-03-2009 10:21:38)

10:21:38.805 22084 D [RFServer] <<< Campaign.calcCampaignTotalOpenReadyIdleTimeForPeriod =

10:21:38.805 22084 D [RFServer] >>> Campaign.calcCampaignNotReadyReasonsForPeriod(18-03-2009 10:21:26,18-03-2009 10:21:38)

10:21:38.805 22084 D [RFServer] <<< Campaign.calcCampaignNotReadyReasonsForPeriod =

10:21:38.805 22084 D [RFServer] >>> Campaign.calcCampaignOutcomesForPeriod(18-03-2009 10:21:26,18-03-2009 10:21:38)

10:21:38.805 22084 D [RFServer] Data transactions list count <0>, index min <0>, index max <2147483647>

10:21:38.805 22084 D [RFServer] <<< Campaign.calcCampaignOutcomesForPeriod =

10:21:38.805 22084 D [RFServer] <<< CampaignTimeSliceStatistics.calculate =

10:21:38.805 22084 D [RFServer] >>> CampaignTimeSliceStatistics.consolidateCampaignTimeSliceStatistics()

10:21:38.805 22084 D [RFServer] Consolidating statistics of time slice 18-03-2009 10:21:26 to 18-03-2009 10:21:38 with time slice 18-03-2009 10:21:26 to 18-03-2009 10:21:38.

10:21:38.805 22084 D [RFServer] <<< CampaignTimeSliceStatistics.consolidateCampaignTimeSliceStatistics =

There is also another log file that contains only error, critical and warning messages. This file’s name contains the word “RFCritical” and it is located in the same folder as the other log files.

Historical Reports Deployment The reports deployment logs can be found at the reports directory (C:\Program Files (x86)\Altitude\Altitude Reporting Framework\Historical\Reports).

Historical Database component The Historical Database loading generates logs to disk (ETL processes) and database (data loading).

Log Tables

The tables prefixed with “_log_” keep the information from data loading activity.

_log_interactions

This table keeps track of interaction loading through SSIS. It has the following columns:

execution_id: Execution GUID of the package date: Date of the execution update_mode: Update mode being applied (0 – InitAll; 1- InitLastMonth; 2-InitLastWeek; 3 – Update) ucidb: name of the uCI database ucidbsrv: server of the uCI database start_time: start time from wich we are loading segment_code: segment_code from wich we are loading fact_slice_start: start time for fact slices to be calculated fact_slice_end: end time for fact slices to be calculated

_log_agent_logged

This table keeps track of agent logins loading through SSIS. It has the following columns:

execution_id: Execution GUID of the package date: Date of the execution update_mode: Update mode being applied (0 – InitAll; 1- InitLastMonth; 2-InitLastWeek; 3 – Update) ucidb: name of the uCI database ucidbsrv: server of the uCI database start_time: start time from wich we are loading end_time: end time to wich we are loading

_log_agent_state

This table keeps track of agents states loading through SSIS. It has the following columns:

execution_id: Execution GUID of the package date: Date of the execution

update_mode: Update mode being applied (0 – InitAll; 1- InitLastMonth; 2-InitLastWeek; 3 – Update) ucidb: name of the uCI database ucidbsrv: server of the uCI database start_time: start time from wich we are loading end_time: end time to wich we are loading

SSIS Packages Logs

Each package logs to the dts Logs directory (C:\Program Files (x86)\Altitude\Altitude Reporting Framework\Historical\dts\Logs). The log contains information from the package execution and the configuration values. For example:

(…)

User:ScriptTaskLogEntry,easy,00 - Logging Package,{43FB1859},{C6931DB4},10/10/2011 19:52:07,10/10/2011 19:52:07,0,(null),[INFO] AERdb: AERdb

User:ScriptTaskLogEntry,easy,00 - Logging Package,{43FB1859},{C6931DB4},10/10/2011 19:52:07,10/10/2011 19:52:07,0,(null),[INFO] AERdbLogin: easy

User:ScriptTaskLogEntry,easy,00 - Logging Package,{43FB1859},{C6931DB4},10/10/2011 19:52:07,10/10/2011 19:52:07,0,(null),[INFO] AERdbPass: *********

(…)

User:ScriptTaskLogEntry,easy,00 - Logging Package,{43FB1859},{C6931DB4},10/10/2011 19:52:07,10/10/2011 19:52:07,0,(null),[INFO] ExecutionInstanceGUID: {C6931DB4}

(…)

Oracle ETL Process

The Oracle ETL process that transports data from uCI database to a replica logs to the dts oracle directory ( C:\Program Files (x86)\Altitude\Altitude Reporting Framework\Historical\dts\Oracle\ x86\10g\Logs).

Upgrade Logging When upgrading Reporting Framework the logs from the process can be found at the upgrade folder (C:\Program Files (x86)\Altitude\Altitude Reporting Framework\_UpdateFolder).

When the upgrade includes upgrading of the Historical Database the log is kept in the dts directory (C:\Program Files (x86)\Altitude\Altitude Reporting Framework\Historical\dts).

Document Version 2012-08-14

Reporting Framework3.1 Manual

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