Optymyse requires the Unify OpenScape Contact Centre (OSCC) SDK, and a Unify service (The Stats Aggregator) to retrieve data from OSCC. Both the SDK, and the Stats Aggregator, will be installed and configured by Unify Professional Services, and/or your reseller.
The OSCC Connector retrieves eight types of information from the OSCC:
- Queue data - cumulative and real-time
- Aggregate data – cumulative and real-time
- Agent data – cumulative and real-time
- Agent Group data – cumulative and real-time
Once the Stats Aggregator service has been installed, and the initial configuration carried out, the system will automatically retrieve data for all selected items. To add new queues, aggregates, agents or groups, it will be necessary to open the Stats Aggregator configuration tool, locate the wallboard data source (it is usually called “SJS Solutions”), and chose the edit function.
The initial edit screen shows, on the left-hand side, the list of queues available for reporting; on the right-hand side, the list of queues chosen for reporting. Between the two lists are select/unselect buttons and select-all/unselect-all buttons (in the form of arrows pointing to the appropriate list).
SJS recommend you report on ALL items (unless your call centre is very large, and you are only interested in a small subset of items). To do this simply click on the “select all” button. If the list on the left is empty, then all items are already selected.
Repeat the procedure for each of the other data types – Aggregates, Groups and Users (aka Agents).
Once you’ve chosen your report items, save any changes and close the stats aggregator UI.
Changes you’ve made will take effect immediately and do not require a restart of either the stats aggregator or Optymyse Connector services.