In the ACE Admin System parameters window Statistics tab functionality for ACE Report and ACE Pulse is configured.
| Short name and description | Explanation | Default value | Enabling method |
|---|---|---|---|
| AbandonThreshold1
Threshold 1 for grouping of abandoned in interval due to queue time (s). |
Abandoned contacts are divided into four different groups depending on how long they spent in a queue before the contact was abandoned. The groups are presented in reports for queue statistics. | 20 | Restart
Changes take effect when ACE Server is restarted. |
| AbandonThreshold2
Threshold 2 for grouping of abandoned in interval due to queue time (s). |
60 | Restart
Changes take effect when ACE Server is restarted. |
|
| AbandonThreshold3
Threshold 3 for grouping of abandoned in interval due to queue time (s). |
300 | Restart
Changes take effect when ACE Server is restarted. |
|
| historyCleanDays
Number of days history is stored in DB (d). |
Number of days that history data are saved in the database CGINTERFACE before being cleared out. | 7 | Auto
Changes take effect immediately. |
| realCurveDisplayHours
No. of hours of activity displayed in real-time curves (h). |
Number of hours activity shown by real time curves in ACE Pulse diagram. | 2 | Auto
Changes take effect immediately. |
| realStatisticsCleantime
Time of the day HH:MM when real-time information is to be reset. |
The time of the day when ACE Server resets all accumulated counters in the real-time information. Specified with the format HH:MM. | 00:02 | Restart
Changes take effect when ACE Server is restarted. |
| realStatUpdateScaleFactor
Scale factor for adjustment of update frequency in ACE Pulse. |
Used by ACE Pulse to control refresh interval, to avoid overloading the system when many uses ACE Pulse simultaneously.
Every time ACE Pulse updates the windows presently expected to be open a value V is calculated. If V is greater than the configured refresh interval the next update is delayed with one second. If V for subsequent update is still greater than the value configured the refresh interval is delayed with two seconds etc. However, if V is less than the configured the refresh interval at next update is prolonged with one second. The maximum delay time between updates is 3 * configured update interval. Example:
Set the update interval to 10 seconds in ACE Pulse. The value of the realStatUpdateScaleFactor is 4. If it takes more than 2.5 seconds to update the opened windows , the next update will be delayed by one second. The maximum delay time between updates is in this example 30 seconds. |
4 | Auto
Changes take effect immediately. |
| reportEmailFromAddress
ACE Report, sender address for emails with scheduled report. |
Address specified as sender for emails that ACE Report sends by order of ACE Report Server | Auto
Changes take effect immediately. |
|
| reportEmailSMTPServer
ACE Report, SMTP server to use for email with scheduled report. |
Name of the SMTP server via which ACE Report attempts to send emails when a report is generated by order of ACE Report Server. | Auto
Changes take effect immediately. |
|
| reportMaxDaysAllowed
Max no. of days in day reports (d). |
Limits the number of days allowed to be collected from the database to day reports in ACE Report. The value null allows an unlimited number of records to be collected. | 0 | Auto
Changes take effect immediately. |
| reportServerLogCleanDays
No. of days to store log for scheduled reports in DB (d). |
The parameter is used by a database job to avoid the database from being filled with loggings. | 60 | Auto
Changes take effect immediately. |
| reportServerMaxJobTime
Max time a scheduled report is allowed to run before it is stopped (m). |
The parameter is used by ACE Report Server to avoid endlessly long report generations. | 60 | Special
Changes take effect when ACE Report server is restarted. |
| serviceMethodCall
Method for calculating service level for incoming calls. |
If the value is Complete waiting time the service level is calculated from the contact's complete waiting time.
If the value is Agent based waiting time the service level is calculated from waiting time excluding the time where the agent has no impact, such as routing time. |
Complete waiting time | Special
Changes take effect immediately but require ACE Server restart. Immediate effect for statistical calculations in the database but restart is required for calculations in the server. |
| statisticsCleanDays
Number of days statistics is stored in DB (d). |
This parameter affects how long finished statistics are stored in ACE Database. Statistics older than this parameter are removed from the database and exported to file. | 380 | Auto
Changes take effect immediately. |
| statisticsMinutesInInterval
Number of minutes for a time interval in the statistics reports (m). |
The number of minutes in the time interval used when storing extracted statistics in the database. Must go up evenly for an hour (e.g. 15 minutes or 30 minutes). | 15 | Special
Changes take effect immediately but require restart of ACE Server. Immediate effect for statistical calculations in the database but restart is required for calculations in the server. |