SUMMARY
The customer has custom reports that leverage statistics groups. After we upgraded the customer from PureConnect 2018 R3 to 2020 R4, we noticed the following two Server Parameters were affected:
QueuePeriodStatisticsInterval
QueuePeriodStatisticsServiceThresholds
The name of the second Server Parameter changed to QueuePeriodStatisticsServiceThresholds_Moved. The value of the Server Parameter indicates the Server Parameter is obsolete and the configuration has moved to IA -> Server Configuration -> Report Configuration.
STEPS TAKEN
- Determined the first Server Parameter (QueuePeriodStatisticsInterval) was moved to IA -> Server Configuration -> Report Configuration -> Reporting Intervals -> Queue/IVR reporting interval (min)
- Reviewed Genesys documentation; found the following articles still referencing the second Server Parameter (QueuePeriodStatisticsServiceThresholds):
https://help.genesys.com/pureconnect/datadictionary/content/IntervalQueueData.html#3d4c7719634d436fb132f5a01a1cf48d
https://genesyspartner.force.com/customercare/kA91T000000XdOPSA0?name=How-to-configure-Service-Levels-for-Statistics-Groups-in-CIC-4-0
- Opened Genesys support case; they continue to refer me to Workgroups -> (workgroup) -> Configure Service Levels
- Genesys does not understand that statistics groups are different than service levels
NEXT STEPS
Need to determine where the configuration for Server Parameter QueuePeriodStatisticsServiceThresholds now resides.
#Reporting/Analytics------------------------------
Scott Kandel
Electroline Data Communications Inc
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