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Interaction Web Portal
and Interaction Marquee
Installation and Configuration Guide
Interactive Intelligence Customer Interaction Center® (CIC)
2017 R2
Last updated October 18, 2016
(See Change Log for summary of changes.)
Abstract
This guide provides a summary of the installation process, detailed steps for installing Interaction
Web Portal, instructions for configuring and starting the application, and instructions for
configuring Interaction Marquee.
Interactive Intelligence, Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (317) 872-3000
www.ININ.com
Copyright and Trademark Information
Interactive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant, Interaction
Client, Interaction Designer, Interaction Tracker, Interaction Recorder, Interaction Mobile Office, Interaction Center Platform, Interaction
Monitor, Interaction Optimizer, and the “Spirograph” logo design are registered trademarks of Interactive Intelligence, Inc. Customer
Interaction Center, EIC, Interaction Fax Viewer, Interaction Server, ION, Interaction Voicemail Player, Interactive Update, Interaction
Supervisor, Interaction Migrator, and Interaction Screen Recorder are trademarks of Interactive Intelligence, Inc. The foregoing products are
©1997-2016 Interactive Intelligence, Inc. All rights reserved.
Interaction Dialer and Interaction Scripter are registered trademarks of Interactive Intelligence, Inc. The foregoing products are ©2000-2016
Interactive Intelligence, Inc. All rights reserved.
Messaging Interaction Center and MIC are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2001-2016 Interactive
Intelligence, Inc. All rights reserved.
Interaction Director is a registered trademark of Interactive Intelligence, Inc. e-FAQ Knowledge Manager and Interaction Marquee are
trademarks of Interactive Intelligence, Inc. The foregoing products are ©2002-2016 Interactive Intelligence, Inc. All rights reserved.
Interaction Conference is a trademark of Interactive Intelligence, Inc. The foregoing products are ©2004-2016 Interactive Intelligence, Inc.
All rights reserved.
Interaction SIP Proxy and Interaction EasyScripter are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2005-2016
Interactive Intelligence, Inc. All rights reserved.
Interaction Gateway is a registered trademark of Interactive Intelligence, Inc. Interaction Media Server is a trademark of Interactive
Intelligence, Inc. The foregoing products are ©2006-2016 Interactive Intelligence, Inc. All rights reserved.
Interaction Desktop is a trademark of Interactive Intelligence, Inc. The foregoing products are ©2007-2016 Interactive Intelligence, Inc. All
rights reserved.
Interaction Process Automation, Deliberately Innovative, Interaction Feedback, and Interaction SIP Station are registered trademarks of
Interactive Intelligence, Inc. The foregoing products are ©2009-2016 Interactive Intelligence, Inc. All rights reserved.
Interaction Analyzer is a registered trademark of Interactive Intelligence, Inc. Interaction Web Portal and IPA are trademarks of Interactive
Intelligence, Inc. The foregoing products are ©2010-2016 Interactive Intelligence, Inc. All rights reserved.
Spotability is a trademark of Interactive Intelligence, Inc. ©2011-2016. All rights reserved.
Interaction Edge, CaaS Quick Spin, Interactive Intelligence Marketplace, Interaction SIP Bridge, and Interaction Mobilizer are registered
trademarks of Interactive Intelligence, Inc. Interactive Intelligence Communications as a Service℠ and Interactive Intelligence CaaS℠ are
trademarks or service marks of Interactive Intelligence, Inc. The foregoing products are ©2012-2016 Interactive Intelligence, Inc. All rights
reserved.
Interaction Speech Recognition and Interaction Quality Manager are registered trademarks of Interactive Intelligence, Inc. Bay Bridge Decisions
and Interaction Script Builder are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2013-2016 Interactive Intelligence,
Inc. All rights reserved.
Interaction Collector is a registered trademark of Interactive Intelligence, Inc. Interaction Decisions is a trademark of Interactive Intelligence,
Inc. The foregoing products are ©2013-2016 Interactive Intelligence, Inc. All rights reserved.
Interactive Intelligence Bridge Server and Interaction Connect are trademarks of Interactive Intelligence, Inc. The foregoing products are
©2014-2016 Interactive Intelligence, Inc. All rights reserved.
The veryPDF product is ©2000-2016 veryPDF, Inc. All rights reserved.
This product includes software licensed under the Common Development and Distribution License (6/24/2009). We hereby agree to indemnify
the Initial Developer and every Contributor of the software licensed under the Common Development and Distribution License (6/24/2009) for
any liability incurred by the Initial Developer or such Contributor as a result of any such terms we offer. The source code for the included
software may be found at http://wpflocalization.codeplex.com.
A database is incorporated in this software which is derived from a database licensed from Hexasoft Development Sdn. Bhd. ("HDSB"). All
software and technologies used by HDSB are the properties of HDSB or its software suppliers and are protected by Malaysian and international
copyright laws. No warranty is provided that the Databases are free of defects, or fit for a particular purpose. HDSB shall not be liable for any
damages suffered by the Licensee or any third party resulting from use of the Databases.
Other brand and/or product names referenced in this document are the trademarks or registered trademarks of their respective companies.
DISCLAIMER
INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATION OR
OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE, CUSTOMER
OR ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE USING INTERACTIVE TOOLS,
TRAINING OR METHODS DOCUMENTED BY INTERACTIVE.
Interactive Intelligence, Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (317) 872-3000
www.ININ.com
Interaction Web Portal and Interaction Marquee Installation and Configuration Guide
2
Table of Contents
Introduction to Interaction Web Portal ............................................................... 6
Introduction to Interaction Marquee ................................................................... 6
Reference information ......................................................................................... 6
Interactive Intelligence Product Information site ............................................... 6
Interaction Web Portal licensing ......................................................................... 7
Assigned license allocation method ............................................................................... 7
Assignable license acquisition rule ................................................................................ 8
Concurrent license allocation method............................................................................ 8
Concurrent license acquisition rules .............................................................................. 9
Server license ................................................................................................................ 9
Organization license ...................................................................................................... 9
Access licenses .............................................................................................................. 9
IWP_Supervisor License .................................................................................................. 9
IWP_Agent License ......................................................................................................... 9
Marquee license .......................................................................................................... 10
Scheduled Reports license (optional) .......................................................................... 10
Interaction Web Portal requirements ................................................................ 10
Web server .................................................................................................................. 10
Microsoft .NET Framework .......................................................................................... 10
Web browsers ............................................................................................................. 11
Server components ..................................................................................................... 11
TCP ports ..................................................................................................................... 11
Interaction Marquee hardware sizing ................................................................ 12
General hardware guidelines ....................................................................................... 12
Understand Marquee variables that impact CPU and memory ..................................... 13
Estimated number of statistic packages ........................................................................... 13
Estimated number of unique statistics the server will watch ............................................... 13
Average package execution interval ................................................................................ 13
Average number of client’s access per package ................................................................ 13
Understanding Marquee variables impacting network traffic ...................................... 14
The estimated number of unique statistics that a server will watch ..................................... 14
The volume of interactions and users on the Interaction Center server ................................ 14
The average package execution interval for your configured statistic packages ..................... 14
The average number of client access per package ............................................................. 14
The content of developed packages ................................................................................ 15
Marquee performance best practices ........................................................................... 15
Dedicate a server for Interaction Marquee ....................................................................... 15
Use Windows Performance Monitor after large package changes and from time to time
checkups ..................................................................................................................... 15
Keep Interactive Intelligence tracing levels on the marquee server at a default status (41) level
.................................................................................................................................. 15
Interaction Web Portal and Interaction Marquee Installation and Configuration Guide
3
Enable and configure IIS and IIS Media Services .............................................. 16
Enable IIS ................................................................................................................... 17
Activate Windows Communication Foundation (WCF) ................................................. 21
Download and install IIS Media Services ..................................................................... 24
Install Active Directory Lightweight Directory Services (AD LDS) ..................... 25
Install Interaction Web Portal ........................................................................... 32
Installation requirements ............................................................................................ 32
Install Interaction Web Portal ..................................................................................... 32
IC Web Portal post-installation tasks ................................................................ 36
Create an Interaction Web Portal Service administrator account ................................ 36
Configure CIC to play back recordings ......................................................................... 36
Add the Desktop Experience feature ............................................................................... 36
Set up the retrieve recordings policy in Interaction Administrator ....................................... 39
Install Silverlight 5.0 and Configure IC servers to use IWP under Portal Management IC
System Configuration .................................................................................................. 43
Work with Interaction Marquee ......................................................................... 45
Using Marquee............................................................................................................. 45
Interaction Marquee Packages .................................................................................... 45
Convert an Interaction Marquee 3.0 package to Interaction Marquee 4.0 ................... 46
Update XPath queries .................................................................................................. 46
Create a manifest ........................................................................................................ 47
Create a ZIP file .......................................................................................................... 47
Create a package ......................................................................................................... 47
Use a legacy package .................................................................................................. 48
Conversions for Interaction Marquee XML output........................................................ 51
Intervals ..................................................................................................................... 53
Service Level and Abandoned Rate for a legacy package ............................................. 55
Agent Statistics ........................................................................................................... 58
Retrieve raw JSON and XML statistical data from the Marquee web service ................ 59
Example: XML .............................................................................................................. 59
Example: JSON ............................................................................................................ 59
Appendix A: Best practice and other Interaction Web Portal tips ..................... 60
Set up an HTTP to HTTPS redirect for Interaction Web Portal ..................................... 60
Appendix B: Set up TCP Ports for Interaction Web Portal ................................. 61
Appendix C: Scheduled Reports ........................................................................ 62
View reports in Interaction Web Portal ....................................................................... 62
View report details ........................................................................................................ 63
Specify the report destination ........................................................................................ 63
Specify the report frequency .......................................................................................... 63
Set up IWP for Scheduled Reports............................................................................... 65
Create a directory share in which to store reports ...................................................... 65
Install the Scheduled Reports Client installation files ................................................. 65
Install the Scheduled Reports Monitoring Server (SRMS) ............................................ 65
Interaction Web Portal and Interaction Marquee Installation and Configuration Guide
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Verify the Custom Passthrough Log is active ............................................................... 66
Configure the Scheduled Reports installation .............................................................. 67
Assign the appropriate security right to IWP's administrative user ............................ 67
Change log......................................................................................................... 68
Interaction Web Portal and Interaction Marquee Installation and Configuration Guide
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Introduction to Interaction Web Portal
The Interaction Web Portal (IWP) is a web application designed to allow supervisors, managers,
executives, end clients of outsourcers and agents access into the contact center to view reports,
recordings, statistics, and allow for live call monitoring of the agents.
Interaction Web Portal resides in two locations, the IC server or servers and on a separate IIS
server, and thus contains two installations. The first installation, CIC, exists on the IC server (or
servers). The second installation, the web install of Interaction Web Portal, exists on a separate
IIS server. A third install, IWP LDS Configuration, exists on the web server with the Interaction
Web Portal website.
When installing and configuring Interaction Web Portal, consider the following:
•
IWP organizations do not span IC servers in this release.
•
IWP supports multiple organizations per IC server.
•
Switchover licenses for IWP are included in the switchover license part number.
•
Active Directory Lightweight Directory Services, or AD LDS replicas, allow for high scalability
and redundancy. IWP LDS Config configures replicas for you by running it and selecting
replicas.
Introduction to Interaction Marquee
Interaction Marquee installs with Interaction Web Portal. Interaction Marquee is a statistics
delivery and display application. It provides easy access to near-real-time statistics for multiple
workgroups, and even multiple servers by a web browser or other application. It can display the
same data as Interaction Supervisor.
Marquee is often referred to as an alternative to virtual wallboards, replacing small cryptic
displays with customizable displays that users can view in any web browser. Users have
complete control over the appearance of their statistics in Marquee.
Marquee has features that go far beyond conventional wallboards. It allows users to send
statistics data to other applications, databases, and hardware interfaces using plug-ins that
receive the data and carry out functions based on the design of the plug-in software.
For more information about configuring and working with Interaction Marquee, see Appendix C:
“Interaction Marquee” in this guide.
For more information about using Interaction Marquee, see the Interaction Marquee help.
Reference information
The IC Installation and Configuration Guide contains many references to finding documentation
in the CIC Documentation Library.
The CIC Documentation Library merges all help systems and documentation installed on the IC
Server into a single searchable unit. The IC Documentation Library enables you to:
•
Access the entire documentation set from one location.
•
View or search the entire documentation set for a document title, topic, term, or keyword.
You can view the CIC Documentation Library at http://help.inin.com or on the IC Server from
Start…Programs->Interactive Intelligence->Online Documentation->IC Documentation Library,
after completing the IC Server installation.
Interactive Intelligence Product Information site
The CIC Product Information site at https://my.inin.com/products/cic/Pages/default.aspx is the
central location for the latest CIC 2015 R1 or later release information, documentation, system
software and hardware requirements, and downloads.
Interaction Web Portal and Interaction Marquee Installation and Configuration Guide
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Interaction Web Portal licensing
License and configure users as described in the CIC Installation and Configuration Guide. There
are now two license allocation methods: Assignable and Concurrent. The Assignable license
allocation method is continued from previous versions of IC.
For a single system you can allocate both Assigned and Concurrent licenses. However, all
licenses for a specific user must be allocated as either Assigned or Concurrent. A standard
assigned access license is consumed when assigned to the user or station and released when
removed from the user or station. A concurrent access license is consumed when the user logs
into the system and released when the user logs out of the system.
Several licenses are available for Interaction Web Portal:
•
Server
•
Organization
•
Agent User
•
Enterprise User
•
Scheduled Reports
Note:
Interaction Web Portal performs a daily check to identify whether you have exceeded your
allowable Organization, Agent, or Enterprise license. If you exceed the licenses, Interaction
Web Portal will log an error message in the Windows Application Event Log, identifying which
licenses are out of compliance, the current number and type of available licenses, and the
number of licenses identified. This event only appears if you exceed licenses, and an event for
each license exceeded is generated. For example, “Total enterprise users have exceeded the
total enterprise user license count, licenses: [{}] enterprise user: [{}]”.
Assigned license allocation method
The Assignable license method allows you to allocate licenses to specific users.
To use assigned licenses, deselect the Use concurrent license check box.
Interaction Web Portal and Interaction Marquee Installation and Configuration Guide
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Assignable license acquisition rule
When you allocate an assignable license to a user, the user immediately acquires the license,
independent of whether the user is logged on. If the user logs on to another computer, the user
is logged off from the previous computer. Removing the license from the user or deleting the
user releases the acquired Assignable license.
Concurrent license allocation method
Interaction Web Portal uses the concurrent license allocation method. This form of licensing
allows you to allocate licenses to users only and is based on the number of simultaneous users
accessing a feature or function. This license method allows users to acquire available licenses
during logon instead of based on configuration.
In the concurrent license model, the license is configured in Interaction Web Portal when you
add or edit a User account, but is not allocated until the user logs on to their application. CIC
maintains a list of users, licenses available, and licenses in use.
The concurrent license allocation method offers:
•
Flexibility and easier administration.
•
Automatic reallocation of licenses based on shift changes.
•
Reduction in license counts and management.
To use concurrent licenses, select the Use concurrent license check box.
Interaction Web Portal and Interaction Marquee Installation and Configuration Guide
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Concurrent license acquisition rules
The rules for Concurrent license acquisition are:
•
A user who logs on to Interaction Web Portal with a license configured as Concurrent
acquires a Concurrent license. When the user logs off, the system releases the acquired
Concurrent license. If the user logs on to another machine, the system logs the user off of
the previous machine.
•
If a specific user acquires a license and that license is reacquired for that same user (by any
application on any machine), the previously acquired license is used and the license count
does not increase.
Server license
This Server License a requirement for each IC server at a customer site and allows the web
portal subsystem to start on an IC server and use the server’s features. Interaction Web Portal
does not run without this license.
Organization license
This counted license dictates the number of organizations created. Multiple organizations can
use Interaction Web Portal by segmenting the IC server and keeping each organization’s data
separate from other organizations.
Depending on your requirements, you may require multiple Organization licenses. For example,
an outsourcer with 10 clients who require access to their recordings, reports, statistics, and live
calls, but not data from other organizations would need 10 Organization licenses.
An organization may only need one Organization license. For example, an insurance company
whose supervisors require access to the portal and agents in order to review call recordings only
needs one Organization license.
Access licenses
Each user who will have access to Interaction Web Portal must have an access license. IWP has
2 types of access licenses: the IWP_Supervisor License and the IWP_Agent License.
IWP_Supervisor License
The IWP_Supervisory License is for users who want access to reporting, recordings, statistics
and live call monitoring. Not all users must have access to each feature, but the
IWP_Supervisor License allows for access to each of these features and is required for such
access.
IWP_Agent License
An IWP_Agent License provides IWP access to agents in a contact center that would like the
ability to listen to their own calls and review their scorecards. This provides agents a training
opportunity to hear how they sound on the call and understand the scores that they receive.
Interaction Web Portal and Interaction Marquee Installation and Configuration Guide
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Marquee license
To enable Interaction Marquee, install the Interaction Web Portal framework and apply this
license.
Note: Interaction Web Portal is not required to use Interaction Marquee. You can apply an
Interaction Marquee license only; however, you will not have access to Interaction Web Portal
features such as recordings, reports, live call monitoring, and Interaction Statistics. In addition,
systems without the I3_TENANT_IWP_ORGANIZATION license only have access to
Interaction Marquee functionality.
Scheduled Reports license (optional)
To enable Scheduled Reports, install the Interaction Web Portal framework and apply this
license. This license is required only if you want to run scheduled reports. If this license is
enabled, Interaction Web Portal can configure, schedule and download reports.
Interaction Web Portal requirements
This section describes the software requirements for Interaction Web Portal.
Web server
•
Microsoft Windows Server 2012 R2 (64-bit) supported in CIC 2015 R1 and later
Microsoft Windows Server 2008 R2 SP1 (64-bit)
•
Microsoft IIS 7.5
•
IIS Media Services (available for download here: http://www.iis.net/media)
•
Lightweight Directory Services (LDS) Role
Microsoft .NET Framework
•
Microsoft .NET Framework 4.5.2
Required for CIC 2016 R1 or later
Windows Server 2012 R2: If not installed via Windows Update, install .NET Framework 4.5.2
from \Third Party Installs on the CIC 2016 R1 or later .iso
Windows Server 2008 R2: Install .NET Framework 4.5.2 from \Third Party Installs on the CIC
2016 R1 or later .iso
•
Microsoft .NET Framework 4.0
Required for CIC 2015 R1 through CIC 2015 R4
Windows 8 and Windows 8.1: .NET Framework 4.x included. Required for Windows 8 only:
Download and apply Microsoft KB article 2750149.
Windows 7: Install the full framework profile of Microsoft .NET Framework 4
from IC_WorkstationPreReqs share
•
Microsoft .NET 3.5
Windows Server 2012 R2: Install in Server Manager->Add roles and features. Note: See
Microsoft KB article 2734782 for known issue.
Windows Server 2008 R2: Install in Server Manager->Features
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Web browsers
•
Safari for Mac 8.0
•
Google Chrome 41.0.2272.118
Supports TLS 1.2
•
Microsoft Internet Explorer 11.0
Supports TLS 1.2
•
Mozilla Firefox 24 ESR
Must enable TLS 1.2 for support
For the latest supported versions, see the Interactive Intelligence Product site at
Server components
Note: Running Off Host Session Manager (OSSM) on Interaction Web Portal or Marquee servers
is not supported.
•
CIC 2015 R1 or later
•
Optional: Interaction Recorder for call recording access. For information on installing and
configuring Interaction Recorder, see the Interaction Recorder Technical Reference located in
the CIC Documentation Library.
•
Optional: Interaction Scheduled Reports for reporting access. For information on installing
and configuring Interaction Scheduled Reports, see the Appendix D: Configure Scheduled
Reports for IWP and the CIC Scheduled Reports Installation and Configuration Guide in the
CIC Documentation Library.
TCP ports
•
To ensure proper access to all IWP features, configure TCP ports in your firewall. The ports
allow the IWP web server to communicate to the database and the IC server. For more
information, see Appendix B: Set up TCP Ports for Interaction Web Portal.
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Interaction Marquee hardware sizing
Interaction Marquee allows for gathering and aggregating thousands of statistics across multiple
IC servers. This ability presents challenges when determining the right hardware for your
implementation. Consider the example of two companies who are implementing Interaction
Marquee. The first company plans to watch 50,000 statistics, while the second company plans
to watch 25,000 statistics. The second company needs more powerful hardware. To help
understand why, the following sections provide insight into the variables involved in determining
the right hardware requirements for your implementation.
General hardware guidelines
Hardware requirements for a Marquee server vary greatly depending on certain variables. For
example, the number of statistics being shown, the interval at which those statistics are
updated, and other considerations. These variables make it impossible to provide exact sizing
guidelines for every usage level. Instead, hardware guidelines for three typical usage levels
follow. Choose the usage level that most closely resembles your own, and use the suggested
hardware for that usage level as a point of departure when sizing your hardware
Note: The amount of magnetic storage is not a factor in these guidelines.
Usage level
Minimum
hardware
implementation:
2 cores, 4GB of
memory
Implementation details
•
Your implementation of Interaction Marquee is expected to monitor
25,000 statistics or less
•
Your average package execution interval is 15 seconds or above. If
your execution interval is lower than 15 seconds, your average CPU
utilization will increase to the point where additional cores are required
•
You have one viewer page per package
With this configuration, Marquee could have an approximate network load
of 1Mbps, depending on IC server load and number of viewer pages. Most
of the 1Mbps should be expected to the Marquee service process, and only
about 20% of traffic going to the package viewer page updates being
processed by IIS. This assumes no more than one viewer page per
package is running.
Medium
hardware
implementation:
8 cores, 8GB of
memory
•
Your implementation of Interaction Marquee is going to monitor
between 25,000 and 80,000 statistics
•
Your average package execution interval is above 10 seconds.
•
You have less than 50 configured packages
•
You have an average of 2 viewer pages per package
With this configuration, Marquee could have an approximate network load
of 4Mbps depending on IC server load and number of viewer pages. As the
average number of viewer pages per package increases, it can be
expected that a higher percentage of network traffic going towards viewer
page updates, nearly 50% (2Mbps).
Large hardware
implementation:
•
Your implementation of Interaction Marquee is expected to watch in
excess of 80,000 statistics
12+ cores,
12GB of
memory
•
You expect to configure more than 50 packages and have an average
execution interval of about 5 seconds
•
You have an average of over 2 viewer pages per package
With this configuration, Marquee should expect a network load in excess of
4Mbps, depending on IC server load and number of viewer pages. With
over 2 active viewer pages per package, it is expected to exceed 2Mbps
percent network utilization handled by the ASP.NET w3wp.exe worker
process.
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Understand Marquee variables that impact CPU and memory
Interaction Marquee uses four main variables to determine CPU and memory sizing:
•
The estimated number of statistic packages the server will run
•
The estimated number of unique statistics a server will watch
•
The average package execution interval for your configured statistic packages
•
The average number of client access per package
Understanding the balance of these four variables will help you determine hardware
requirements and when it might be time to upgrade. Monitoring these variables and the impact
they have on performance by using tools like Microsoft Windows Performance Monitor will you
keep your Marquee server running smoothly.
Estimated number of statistic packages
Each statistic package within Interaction Marquee runs a timer at regular intervals. The more
executing packages increases CPU and memory requirements.
Estimated number of unique statistics the server will watch
The number of packages is not the only consideration--the total number of statistics being
watched on a given server is also a big factor. For example, one server might have 100
packages and only watch 1000 total statistics. A second server could have only 10 packages and
watch 20,000 statistics. A unique statistic is defined not just as the statistic name but also a
specific statistic with a specific set of parameter values. For example, below are two unique IC
statistic URI’s for the same statistic, or two watched statistic subscriptions.
ININ.Workgroup_AverageTalkTime?ININ.People.WorkgroupStats_Workgroup=Marketing&ININ.Queue_I
nterval=CurrentPeriod
ININ.Workgroup_AverageTalkTime?ININ.People.WorkgroupStats_Workgroup=Sales&ININ.Queue_Inter
val=CurrentPeriod
Marquee only has one statistic subscription if you configure two “like” statistics with the same
parameter values. So there is a difference between the number of statistics configured on an
Marquee server versus the number of subscribed statistics. For example, even though two
packages might use these statistics, they are only considered as one subscription for the
Marquee server.
ININ.Workgroup_AverageTalkTime?ININ.People.WorkgroupStats_Workgroup=Sales&ININ.Queue_Inter
val=CurrentPeriod
ININ.Workgroup_AverageTalkTime?ININ.People.WorkgroupStats_Workgroup=Sales&ININ.Queue_Inter
val=CurrentPeriod
Average package execution interval
Each package within Interaction Marquee has an “Interval” at the end, in which it executes (in
seconds). The average interval rate at which packages executes is the factor with highest impact
in overall system performance. If this average is low (Marquee has a lower limit of 3 seconds
for this setting) and many packages are configured, average CPU utilization can be high.
Average number of client’s access per package
While Interaction Marquee can be configured with many package types, the most common is the
HTML viewer page that can be viewed in a browser. Any one package can have any number of
clients requesting the package results. For example, hundreds of browsers can access and poll
a single statistic package result set. The rate at which a browser will poll the Marquee server for
results is again controlled by the individual package execution interval. If a package is
configured with a 5 second interval, each browser opened to the URL of the viewer page will
make a request every 5 seconds. A large number of open viewer pages can flood a server with
Interaction Web Portal and Interaction Marquee Installation and Configuration Guide
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requests, driving up CPU usage, disk IO, network traffic, and cause the web server to consume
more memory.
Understanding Marquee variables impacting network traffic
Marquee has five variables that impact its load on network traffic.
•
The estimated number of unique statistics that a server will watch.
•
The volume of interactions and users on the Interaction Center server.
•
The average package execution interval for your configured statistic packages.
•
The average number of client access per package.
•
The content of developed packages.
By understanding these variables, the load Interaction Marquee puts on network resources can
be anticipated. Using a tool like Microsoft Windows Resource Monitor (note: this is different than
Windows Performance Monitor) the impact Interaction Marquee is having on network traffic can
be seen and tracked. Windows Resource Monitor allows network activity by process to be
monitored. There are two processes that should be monitored to see the impact Interaction
Marquee is having on network resources.
•
ININ.IWP.Marquee.WinService.exe process. This is the main Marquee windows service that
executes statistic packages. As communication with Interaction Center Server(s) increases,
the total bytes per second for this process will increase.
•
W3wp.exe process. This is the Internet Information Services (IIS) worker process that
handles requests from statistic package viewer pages.
Given these two processes make up the total of Interaction Marquees network traffic, the
majority of the traffic is generally tied to the ININ.IWP.Marquee.WinService.exe process.
The estimated number of unique statistics that a server will watch
As the total number of unique statistics being watched increases the total bytes per second will
increase for the ININ.IWP.Marquee.WinService.exe process. The number of statistics by
themselves does not present significant load, less than 400 bytes per second per 10,000
configured statistics given an IC server is idle. It only when combined with the IC server load
and average execution rate of packages that the network load increases for this process.
The volume of interactions and users on the Interaction Center server
As the volume of interactions and users increases on an Interaction Center server likewise the
volume of communication between the Marquee and IC increase. As more statistics change
values, these statistic updates are communicated to Marquee. By watching the total bytes per
second for the ININ.IWP.Marquee.WinService.exe process changes in volume on the IC server
can be seen and tracked.
The average package execution interval for your configured statistic packages
As already stated the average interval rate at which packages executes is the factor with highest
impact in overall system performance. This can also be seen in the impact it has on network
performance. Lower average interval execute rates will cause an increase in the rate of
communication with the IC server and can be seen in the total bytes per second used by the
ININ.IWP.Marquee.WinService.exe process. In addition the lower increased execute rate will
cause more frequent communication between the running viewer pages. This also increases the
total bytes per second for the w3wp.exe process has IIS handles the additional requests.
The average number of client access per package
As more statistic package viewer pages are opened the increase in the total bytes per second be
seen for the IIS w3wp.exe process. For example, configure one statistic package using a
standard shipping Agent-Status.xslt template using one work group with 250 users in that
Interaction Web Portal and Interaction Marquee Installation and Configuration Guide
14
workgroup. For everyone one viewer page that is opened to this package approximately 8000
bytes per second can be seen increased network traffic the w3wp.exe process handles. A higher
average number of viewer pages open per package will change the makeup of Interaction
Marquee’s total network usage. More traffic will be consumed by the w3wp.exe process.
The content of developed packages
Besides the number of executing clients, the content of any given package can impact the total
bytes per second the IIS w3wp.exe process handles. In the above example, approximately
8000 bytes per second was seen with the standard shipping Agent-Status.xslt template. If a
different template was used that will cause a difference in the bytes per second that each open
client increases network load. Any custom package templates developed should be tested to
know the impact they have on network resources.
Marquee performance best practices
Follow these best practices to keep your Marquee server healthy.
Dedicate a server for Interaction Marquee
Given the significant changes in Marquee performance based on different configurations we
suggest that you dedicate a server for your Marquee implementation. This will allow the web
server, the Marquee/IWP web site, and LDAP to run on one server. This becomes more
important for larger scale implementations of Interaction Marquee.
Use Windows Performance Monitor after large package changes and from time to time
checkups
Microsoft Performance Monitor can help you keep track of how your Marquee server is handling
its load. You should monitor, CPU, memory, disk, and Network counters. Additionally you
should monitor the ININ.IWP.Marquee.WinService process.
https://technet.microsoft.com/en-us/library/cc749249.aspx
Use Windows Resource Monitor (note: this is different than Windows Performance Monitor) after
large package changes and from time to time checkups to monitor network load. With the use
of Windows Resource Monitor you should track the ININ.IWP.Marquee.WinService.exe and
w3wp.exe processes noting changes to the total bytes per second for these processes.
http://blogs.technet.com/b/askperf/archive/2012/02/01/using-resource-monitor-totroubleshoot-windows-performance-issues-part-1.aspx
Anytime packages are changed to increase the number of statistics by more than a few
thousand statistics consider running Performance monitor for a period of time to see the impact
of package changes. Do this when a few packages are added that have really low execution
intervals. It is also good to run the monitor for a period of time as a checkup on how your
Marquee server is performing.
Keep Interactive Intelligence tracing levels on the marquee server at a default status (41)
level
Interaction Marquee and IWP support standard tracing provided by Interactive Intelligence.
Keep these tracing levels at standard shipping levels unless trying to diagnose or troubleshoot
issues.
When properly sized hardware is chosen based on the variables described in this document and
best practices are followed Interaction Marquee can become a power tool in your enterprise.
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Enable and configure IIS and IIS Media Services
Interaction Web Portal uses IIS and its Media Services extension module to stream audio
obtained from recordings for use with playback features. Windows Server 2008 ships a
‘Configure Your Server Wizard’ to help you properly configure your server in the desired mode.
This section describes how to:
•
Enable IIS for Interaction Web Portal
•
Activate Windows Communication Foundation (WCF)
•
Download and install IIS Media Services
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Enable IIS
1. From the Start menu, select Administrative Tools > Server Manager.
2. Right-click the Roles node and select Add Roles from the menu that appears. The Before
You Begin wizard appears.
3. Click Next. The Select Server Roles dialog box opens.
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4. Select the Web Server (IIS) check box and click Next. The Web Server (IIS) dialog box
opens.
5. Click Next. The Select Role Services dialog box opens.
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6. Select the Application Development check box and click Next. The Confirm Installation
Selections dialog box opens.
7. Click Install. As the installation continues, a status bar indicates the progress.
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8. When the installation completes, click Close.
The system returns to the Server Manager dialog box.
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Activate Windows Communication Foundation (WCF)
1. Right-click the Features node and select Add Features from the menu that appears. The
Select Features wizard appears.
2. In the Features area, expand the .NET Framework 3.5.1 Features (Installed) and select
the WCF Activation check box.
3. Click Next. The Add features required for WCF Activation? dialog box opens.
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4. Click the Add Required Features button. The Confirm Installation Selections dialog box
opens.
5. Click Install. As the installation continues, a status bar indicates the progress.
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6. When the installation is complete, click Close.
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Download and install IIS Media Services
Interaction Web Portal uses IIS and its Media Services extension module (available for download
here: https://www.microsoft.com/en-us/download/details.aspx?id=27955) to stream audio
obtained from recordings for use with playback features. Before you can begin using streaming
audio, download and install IIS Media Services.
To download and install IIS Media Services:
1. Go to https://www.microsoft.com/en-us/download/details.aspx?id=27955.
2. Follow the installation instructions provided by Microsoft.
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Install Active Directory Lightweight Directory Services (AD LDS)
Before you install Interaction Web Portal, first install Active Directory Lightweight Directory
Services (AD LDS). The Interaction Web Portal LDS configurator, which prepares the AD LDS for
use with Interaction Web Portal, was placed in the IC server directory when you installed CIC.
You can install AD LDS anywhere, but it must reside on a Windows 2008 R2 server or on a
Windows Server 2012 R2 supported in CIC 2015 R1 and later. AD LDS resides in the IC server
directory under ICServerName\IC_WorkstationPreReqs\IWebPortal.
To install Active Directory Lightweight Directory Services (AD LDS) if you have not
previously installed Interaction Web Portal:
1. Navigate to the ICServerName\IC_WorkstationPreReqs\IWebPortal directory and
double-click ININ.IWP.LdsConfig.exe. The Welcome to the Interaction Web Portal
LDS Configurator dialog box appears.
2. Click Next. The Installation Path dialog box appears.
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3. In the Data Files Location field, confirm the location to install LDS data files. To search for
a directory, click the Browse button.
4. Click Next. The ADAM Instance Type dialog box appears.
5. Select the LDS instance type you want to install and click Next. The LDS Credentials dialog
box appears.
6. In the User Name and Password fields, enter the domain name and account credentials for
the LDS administrator.
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7. Click Next. The Configuration Overview dialog box appears.
8. Click Install. The Configuration Progress dialog box appears and displays task installation
progress check marks as the installation progresses.
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9. When green check marks appear next to each task in the configuration process, click Next.
10. When the installation is complete, click Finish.
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To install Active Directory Lightweight Directory Services (AD LDS) if Interaction Web
Portal is already installed:
1. Navigate to the ICServerName\IC_WorkstationPreReqs\IWebPortal directory and
double-click ININ.IWP.LdsConfig.exe. The Welcome to the Interaction Web Portal
LDS Configurator dialog box appears.
2. Click Next. The Configuration Overview dialog box appears.
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3. Click Install. The Update Schema dialog box opens.
4. Select the Update Schema check box and click Install.
5. The Configuration Progress dialog box appears and displays a task installation status bar
as the installation progresses. When a green check mark appears next to the Update
Schema task in the configuration process, click Next.
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6. When the installation is complete, click Finish.
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Install Interaction Web Portal
This section describes installation requirements and instructions for installing Interaction Web
Portal. Interaction Web Portal installation includes a self-signed SSL certificate. All desktop links
open https URLs.
Note: You can still access Interaction Web Portal through an HTTP connection. Best practice
recommends you enable the Required SSL, located in the SSL settings of your web server, to
force all Interaction Web Portal server traffic over https. HTTP is still enabled; therefore, secure
your web server.
Installation requirements
Before installing Interaction Web Portal, ensure that:
•
Interaction Center Service is running
•
Microsoft .NET 3.5 and 4.0 framework is installed on the web server
•
You have the appropriate licenses as described in the Licensing section of this document
•
Interaction Web Portal LDS (Lightweight Directory Services) is installed
•
Scheduled Reports Monitor Server is installed
Install Interaction Web Portal
1. If you have not done so already:
a. Download the CIC 2015 R1 or later .iso file from the Interactive Intelligence Product
Information site at https://my.inin.com/products/Pages/Downloads.aspx.
b. Copy the .iso file to a file server (non-IC server) with a high bandwidth connection to the
server(s) on which you will be running the CIC 2015 R1 or later installs.
c. Mount the .iso file and share the contents to make them accessible to the server(s) on
which you will be running the CIC 2015 R1 or later installs.
2. Navigate to the \Installs\Off-ServerComponents directory on the file server.
3. Copy the InteractionWebPortal_2015R1.msi file to the server on which you plan to run
this install and double-click to launch it. The Interaction Web Portal Setup Wizard for
CIC 2015 R1 dialog box appears.
4. Click Next. The Custom Setup dialog box appears.
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5. Confirm the feature requirements are met and the Interaction Web Portal will be installed to
the appropriate location and click Next. The Domain User Validation dialog box appears.
6. In the User, Password, and Domain fields, type the appropriate credentials for a user
account with administrative permissions.
7. Click Next. The IC Admin account dialog box appears.
8. Identify the CIC Administrator account:
a. In the User Account field, enter the name of the administrator, or click Browse to
search for the appropriate user.
b. Click the arrow at the end of the Domain drop down list and select the CIC domain
name.
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9. Click Next. The Website Information dialog box appears.
10. Click arrow at the end of the WebSite Name drop down list and select a website in which to
create a virtual directory. Default Web Site is selected by default.
11. Click Next. The LDAP Host Credentials dialog box appears.
12. In the Host, User ID, User Password, and Confirm Password fields, enter the LDAP
Host credentials.
Note: To prevent potential constraint violations, do not use Localhost host as the host
name; provide a fully qualified domain name (FQDN) or the IP address of the AD Lightweight
directory Services (LDS) host. You can enter multiple LDAP hosts in the Host field,
separating each host with a space. Designating multiple hosts prevents portal failure if one
host goes offline.
13. In the Authentication drop-down list, select Negotiate.
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14. Click Next. The Interaction Web Portal LDAP Root dialog box appears.
15. Leave the current settings and click Next. The Ready to install Interaction Web Portal
dialog box appears.
16. Click Install. The Installing Interaction Web Portal dialog box appears. It displays a
Status bar and messages as the installation progresses.
17. When the installation is complete, click Finish in the Completed the Interaction Web
Portal Setup Wizard dialog box.
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IC Web Portal post-installation tasks
After you complete the installation procedures for Interaction Web Portal, perform post
installation tasks, including:
•
Create an Interaction Web Portal administrator user in Interaction Administrator
•
Install Silverlight 5.0 on your web browser.
•
Configure IC servers to use IWP under Portal Management IC System Configuration.
Create an Interaction Web Portal Service administrator account
An Interaction Web Portal Service Administrator account must be created in Interaction
Administrator. Assign the Administrator Role to this account.
Once created, the administrator credentials are set in the Interaction Web Portal Organization
Management IC Server Configuration page. All connectivity from Interaction Web Portal to the
IC server is established through this account.
Note: Your CIC Administrator should set the Interaction Web Portal Service Administrator
account password to never expire by setting the maximum password age to 0. If an Interaction
Web Portal Server Administrator’s password expires, users cannot log on to the portal.
Configure CIC to play back recordings
In CIC, a user can only retrieve recordings if the administrator sets up a policy. To create the
policy:
•
Add the Desktop Experience feature in Server Manager. Note: If you use Remote Content
Servers (RCS), install the Desktop Experience there.
•
Set up a retrieve recordings policy in Interaction Administrator
Add the Desktop Experience feature
1. Open Server Manager and right-click the Features node.
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2. Select Add Features from the menu that appears. The Select Features dialog box opens.
3. Select the Desktop Experience check box. The Add features required for Desktop
Experience? dialog box opens.
4. Click Add Required Features, and then click Next. The Confirm Installation Selections
dialog box opens and displays a message to restart the server after the system installs the
feature.
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5. Click Install. The system installs the feature and displays a progress bar showing the status
of the installation.
6. When the installation is complete, the Installation Results dialog box opens and displays a
message to restart the server.
7. Click Close. A message appears, asking if you want to restart the server.
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8. Click Yes to restart the server. When the server restart completes, the Installation Results
dialog box reappears with a summary of results. Optionally click the Print, email, or save the
installation report link and then click Close.
Set up the retrieve recordings policy in Interaction Administrator
1. Open Interaction Administrator, expand the Interaction Recorder node and select
Policy Editor.
2. In the right pane, double-click Configuration. The Interaction Recorder Policy Editor
window opens.
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3. Click the Security tab.
4. Click the arrow at the end of the Change Policy drop down list and select Edit Policy. The
Step 1 Applies to the following entities dialog box opens.
•
In the Name box, type IWP Admin (or another descriptive name for the Interaction
Web Portal administrator.
•
In the Search for Entities, type iwpadmin.
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5.
Click Next. The Step 2: Select Criteria dialog box opens.
6. Select the matches the following <workgroup> check box and in the Policy
Description area click <workgroup>. The Select Workgroup dialog box opens.
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7. In the Search for workgroups area, type Support and from the drop-down list, select
Support and then click OK. The Step 3: Select Actions dialog box opens.
8. Remove the check marks from the all check boxes except:
•
Add bookmarks
•
Export/archive the recording
•
Retrieve the recording
•
View score cards
9. Click Finished and then click Apply. The Re-evaluate security policies dialog box opens.
10. Select Re-evaluate security for all recordings and then click OK.
11. Close Interaction Recorder Policy Editor and Interaction Administrator.
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Install Silverlight 5.0 and Configure IC servers to use IWP under Portal Management IC
System Configuration
The first time you log on to Interaction Web Portal, download Silverlight 5.0.
To run Interaction Web Portal and install Silverlight 5.0:
1. Double-click the Interaction Web Portal browser icon on your desktop. The logon dialog
box appears.
2. In the User Name and Password fields, type the LDAP logon credentials created during the
LDS installation and click Log on. The Interaction Web Portal browser appears.
3. Click Get Microsoft Silverlight. The Do you want to run or save this file? dialog box
appears.
4. Click Run. The system downloads Silverlight.exe. It displays a status bar and messages as
the download progresses.
5. When the download is complete, the Install Silverlight dialog box appears. Click Install
Now.
6. When installation is complete, the system returns to Interaction Web Portal. Click the Portal
Management link at the bottom of the Interaction Web Portal page.
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7. Click the Users drop-down list and select IC Server Configuration. The IC Server
Configuration page opens.
8. In the LDAP Credentials area, enter the LDAP User and Password credentials and then
click Logon.
9. In the IC Servers area, under IC server names select the appropriate IC server name.
10. In the IC server credentials area, enter the User and Password credentials and click
Add.
11. Click Finish. The logon dialog box appears.
12. In the User Name and Password fields, type the logon credentials and click Logon.
Interaction Web Portal opens and is successfully installed.
13.To begin creating organizations, adding users, and configuring the application, click the
Portal Management link at the bottom of the page. The IC Server Configuration page
opens.
14. Click the IC Server Configuration drop down list and select the area to configure.
Note: For information on setting up Interaction Web Portal, click the help button.
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Work with Interaction Marquee
Interaction Marquee is a statistics delivery and display application. It provides easy access to
near-real-time statistics for multiple workgroups, and even multiple servers by a web browser or
other application. It can display the same data as Interaction Supervisor.
Marquee is available inside the Interaction Web Portal framework and is automatically installed
with Interaction Web Portal.
Note: Interaction Web Portal is not required to use Interaction Marquee. You can apply an
Interaction Marquee license only; however, you will not have access to Interaction Web Portal
features such as recordings, reports, live call monitoring, and Interaction Statistics. In addition,
systems without the I3_TENANT_IWP_ORGANIZATION license only have access to
Interaction Marquee functionality.
Marquee is often referred to as an alternative to virtual wallboards, replacing small cryptic
displays with customizable displays that users can view in any web browser. Users have
complete control over the appearance of their statistics in Marquee.
Marquee has features that go far beyond conventional wallboards. It allows users to send
statistics data to other applications, databases, and hardware interfaces using plug-ins that
receive the data and carry out functions based on the design of the plug-in software.
In Interaction Marquee, you must:
•
Select workgroups and queues to monitor.
•
Select the information to display and how to update the display.
•
Select where to display the information (such as in a web browser or wallboard device).
Using Marquee
1. Configure Interaction Web Portal Marquee Packager, including selectdata and the format in
which to display it.
2. Create Marquee packages that send near-real-time data to the output method you choose.
3. Configure the data output devices (client workstations, wallboards, and so on) to access and
display data from the Marquee packages.
Note: Running Off Host Session Manager (OSSM) on Interaction Web Portal or Marquee servers
is not supported.
Interaction Marquee Packages
The following figure shows the Marquee Packager list of packages--the user interface for most
package operations:
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Interaction Marquee license
To enable Interaction Marquee, install the Interaction Web Portal framework and apply the
required I3_FEATURE_MARQUEE license.
Convert an Interaction Marquee 3.0 package to Interaction Marquee 4.0
Interaction Marquee packages format CIC workgroups or queue data and send it to various
output devices. Interaction Marquee 4.0 includes several more viewable statistics, including
statistics for Director, Dialer, and System.
Because adding these statistics updated the XML structure the package feature uses, to use the
new statistics, update 3.0 packages to the new Interaction Marquee 4.0 XML format.
To ensure a successful conversion, complete the following:
•
Update the XPath queries
•
Create a statistics manifest
Update XPath queries
Update XPath queries in the XSL file to find statistic values from the new XML structure. Use the
conversions listed in the “Conversions for Interaction Marquee XML Output” section of this guide
to help convert these values.
For example, if you used the /page/workgroups/workgroup/name XPath to retrieve a
workgroup name, change it to the Marquee 4.0 XPath value listed under the Workgroup Name:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/@na
me.
You can make similar changes when you work with statistics. For example, if you used the
/page/workgroups/workgroup/agentsavailable XPath to get the number of agents
available, now use the
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/INI
N.Workgroup_AgentsAvailable XPath.
Interval structure changed from Interaction Marquee 3.0 to Interaction Marquee 4.0. Now, the
name of the interval is an attribute, much like the change to workgroup name. For example, if
you used the /page/workgroups/workgroup/queue/currentperiod/averagewaittime to
find a statistic, now use:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/INI
N.Queue_Interval[@name="CurrentPeriod"]/ININ.Workgroup_AverageWaitTime.
If you have only one average wait time in your XML output file, you can find the stat without
specifying the interval:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/INI
N.Queue_Interval/ININ.Workgroup_AverageWaitTime.
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Create a manifest
You can create a manifest that specifies the statistics for a package by text, saving time when
you create the package. The manifest is an *.ininStatKeys file. Each statistic value specified in
the manifest is on a separate line.
When you select the statistics from an XSL, use the manifest value located in the “Conversions
for Interaction Marquee XML Output” section of this document. For example, for Agents
Available, use:
ININ.Workgroup_AgentsAvailable?ININ.People.WorkgroupStats_Workgroup=<SUB>
To create a statistic value for each workgroup you select in a web user interface, it is best
practice to use <SUB> for the Workgroup value.
To create a value for Average wait Time for All Intervals, use:
ININ.Workgroup_AverageWaitTime?ININ.People.WorkgroupStats_Workgroup=<SUB
>&ININ.Queue_Interval=<ALL>
For most parameters, to retrieve statistic values use <ALL>. However, to retrieve only average
wait time for the current period, use:
ININ.Workgroup_AverageWaitTime?ININ.People.WorkgroupStats_Workgroup=<SUB
>&ININ.Queue_Interval= CurrentPeriod
Because service level and abandoned rate have dynamic parameterspecify, specify the value for
each parameter and therefore cannot use <ALL> for service level or abandoned rate. You can,
however, still use <SUB> to pick up all the workgroups using the specified parameters.
This example shows only calls for current period using the 60-second accumulative histogram
interval:
ININ.Workgroup_ServiceLevelDistribution?ININ.People.WorkgroupStats_Workgroup=
<SUB>&ININ.Queues_InteractionType=Call&ININ.Queue_Interval=CurrentPeriod&IN
IN.Queue_AccumulativeHistogramInterval=60
Interaction Marquee 4.0 installs HTML Examples.zip and Reader Board Examples.zip. Use
these files as a guide when you create the manifest file. These .zip files are installed in the
Interaction Marquee File Library. To obtain a copy of either package, click View and
Download, then click Download. To modify these files and upload a new version, best
practice recommends that you rename them and then select Add Marquee file. For
more information, see “About the Examples” in the Interaction Marquee help.
To generate a sample manifest containing all available statistics, see “About Configuration Files”
in the Interaction Marquee help. Service level and abandoned rate are not available in the
default sample.
Create a ZIP file
When you create a package, Interaction Marquee 4.0 only reads a manifest if you package it in
a .zip file with the XSL or XSLT file. Interaction Marquee locates the manifest by the XSL name.
For example, if your XSL package name is package.xsl, the manifest file must reside at
package/package.ininStatKeys. For more information, see “About the Examples” in
the Interaction Marquee 4.0 help.
Create a package
After you create a ZIP file, upload it to the file library and create a package.
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Use a legacy package
If your package does not require the new statistics, you can convert the output into Interaction
Marquee 3.0 XML format. This process allows you to continue using the old XSL file.
To convert the output:
1. Create a .zip file of the package and include:
•
The <package>.xsl file
•
A manifest that includes all the statistics you’ll need.
Note: For more information, see “Create a Manifest” and “Create a ZIP file” in this
document. If you use the service level or abandoned rate statistics, see “Service Level and
Abandoned Rate for a Legacy Package” in this document.
2. In Interaction Marquee, click the File Library tab and click Add marquee file….
3. Navigate to the .zip package and click Open.
4. Click the Add statistic package button.
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5. In the Package Wizard window, complete the following:
•
In the Name field, type a package name.
•
Optionally modify the Interval in seconds.
•
Select the This package is based on a previous version of Marquee check box.
Note: When you select this check box, Interaction Marquee 4.0 converts the generated
output into XML generated by an Interaction Marquee 3.0 system.
6. Click Next. The Package Wizard displays workgroups from which to obtain statistics for the
package.
7. Select at least one workgroup used by the package and click the Add button.
8. Click Next. The Package Wizard displays package output type options.
9. Select a package output type, fill in the parameters, and click Next.
Note: For the XSL style sheet, select the XSL file from your ZIP package.
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10. In the Select a statistic in the grid below to edit its parameters dialog box opens, the
statistics needed by your XSL file should be automatically added by your manifest. Click
Next.
11. Optionally add a viewer page and message and click Create. The package will begin sending
data.
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Conversions for Interaction Marquee XML output
This section contains XPath examples for the statistic values found in Marquee 3.0 and their
Marquee 4.0 counterparts. It also includes the value to use in your manifest. XML is casesensitive, so be sure to use the correct case when dealing with these paths.
Statistic
XPath and Manifest Configuration
Package
Name
Marquee 3.0 XPath:
/page/name
Marquee 4.0 XPath:
/Statistics/PackageName
Package
Description
Marquee 3.0 XPath:
/page/description
Marquee 4.0 XPath:
/Statistics/Description
IC Server
Name
Marquee 3.0 XPath:
/page/server
Package
Creation
Time
Package
Message
Marquee 3.0 XPath:
/page/created
Marquee 4.0 XPath:
/Statistics/Created
Workgroup
Name
Total
Agents
Marquee 4.0 XPath:
/Statistics/IcServer/@name
Marquee 3.0 XPath:
/page/adhocmessage
Marquee 4.0 XPath:
/Statistics/Message
Marquee 3.0 XPath:
/page/workgroups/workgroup/name
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/@name
Marquee 3.0 XPath:
/page/workgroups/workgroup/agents
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/
ININ.Workgroup_TotalAgents
Manifest: ININ.Workgroup_TotalAgents?ININ.People.WorkgroupStats_Workgroup=<SUB>
Agents
Available
Marquee 3.0 XPath:
/page/workgroups/workgroup/agentsavailable
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/
ININ.Workgroup _AgentsAvailable
Manifest:
ININ.Workgroup_AgentsAvailable?ININ.People.WorkgroupStats_Workgroup=<SUB>
Agents
Logged In
Marquee 3.0 XPath:
Manifest:
SUB>
Longest
Available
/page/workgroups/workgroup/agentsloggedin
Marquee 4.0 XPath: /Statistics/IcServer/ININ.Workgroup/
ININ.People.WorkgroupStats_Workgroup/ININ.Workgroup_AgentsLoggedIn
ININ.Workgroup_AgentsLoggedIn?ININ.People.WorkgroupStats_Workgroup=
Marquee 3.0 XPath: /page/workgroups/workgroup/longestavailable
Marquee 4.0 XPath: /Statistics/IcServer/ININ.Workgroup
/ININ.People.WorkgroupStats_Workgroup/ININ.Workgroup_LongestAvailable
Manifest:
ININ.Workgroup_LongestAvailable?ININ.People.WorkgroupStats_Workgroup=<SUB>
Longest
Outbound
ACD
Interaction
Marquee 3.0 XPath: /page/workgroups/workgroup/longestoutbound
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/
ININ.Workgroup_LongestOutboundACDInteraction
Manifest: ININ.Workgroup_LongestOutboundACDInteraction?ININ.People.
WorkgroupStats_Workgroup=<SUB>
Longest
Inbound
ACD
Interaction
Marquee 3.0 XPath: /page/workgroups/workgroup/longestinbound
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Statistic
XPath and Manifest Configuration
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/
ININ.Workgroup_LongestInboundACDInteraction
Manifest:
ININ.Workgroup_LongestInboundACDInteraction?ININ.People.WorkgroupStats_Workgroup=
<SUB>
Longest
Non-ACD
Interaction
Marquee 3.0 XPath: /page/workgroups/workgroup/longestnonacd
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/
ININ.Workgroup_LongestNonACDInteraction
Manifest:
ININ.Workgroup_LongestNonACDInteraction?ININ.People.WorkgroupStats_Workgroup=
<SUB>
Number on
Inbound
ACD
Interactions
Marquee 3.0 XPath:
/page/workgroups/workgroup/numberoninbound
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/
ININ.Workgroup_OnInboundACDInteractions
Manifest:
ININ.Workgroup_OnInboundACDInteractions?ININ.People.WorkgroupStats_Workgroup=<SUB>
Number on
Inbound
ACW
Marquee 3.0 XPath:
/page/workgroups/workgroup/numberoninboundinacw
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/
ININ.Workgroup_OnInboundACW
Manifest:
ININ.Workgroup_OnInboundACW?ININ.People.WorkgroupStats_Workgroup=<SUB>
Number on
Outbound
ACD
Interactions
Marquee 3.0 XPath:
/page/workgroups/workgroup/numberonoutbound
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/
ININ.Workgroup_OnOutboundACDInteractions
Manifest:
ININ.Workgroup_OnOutboundACDInteractions?ININ.People.WorkgroupStats_Workgroup=
<SUB>
Number on
Outbound
ACW
Marquee 3.0 XPath:
Manifest:
<SUB>
Interactions
Answered
/page/workgroups/workgroup/numberonoutboundinacw
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/
ININ.Workgroup_OnOutboundACW
ININ.Workgroup_OnOutboundACW?ININ.People.WorkgroupStats_Workgroup=
Marquee 3.0 XPath:
/page/workgroups/workgroup/callsanswered
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/
ININ.Workgroup_InteractionsConnected
Manifest: ININ.Workgroup_InteractionsConnected?ININ.People.WorkgroupStats_Workgroup=
<SUB>
Interactions
Waiting
Marquee 3.0 XPath: /page/workgroups/workgroup/callswaiting
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/
ININ.Workgroup_InteractionsWaiting
Manifest: ININ.Workgroup_InteractionsWaiting?ININ.People.WorkgroupStats_Workgroup=
<SUB>
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Statistic
XPath and Manifest Configuration
Longest
Talk Time
Marquee 3.0 XPath:
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/
ININ.Workgroup_LongestTalkTime
Manifest:
<SUB>
Longest
Wait Time
/page/workgroups/workgroup/longesttalktime
ININ.Workgroup_LongestTalkTime?ININ.People.WorkgroupStats_Workgroup=
Marquee 3.0 XPath: /page/workgroups/workgroup/longestwaiting
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/
ININ.Workgroup_LongestWaitTime
Manifest:
<SUB>
ININ.Workgroup_LongestWaitTime?ININ.People.WorkgroupStats_Workgroup=
Intervals
For statistics with Intervals, pay special attention to the interval you are using and replace
currentperiod or CurrentPeriod in your path where needed. The possible values for Marquee 3.0
are currentperiod, currentshift, previousperiod, and previousshift. The possible values for
Marquee 4.0 are CurrentPeriod, CurrentShift, PreviousPeriod, and PreviousShift.
Statistic with
Interval
XPath and Manifest Configuration
Average Talk
Time
Marquee 3.0 XPath:
/page/workgroups/workgroup/queue/currentperiod/averagetalktime
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/
ININ.Queue_Interval[@name="CurrentPeriod"]/ININ.Workgroup_AverageTalkTime
Manifest:
ININ.Workgroup_AverageTalkTime?ININ.People.WorkgroupStats_Workgroup=
<SUB>&ININ.Queue_Interval=<ALL>
Average Wait
Time
Marquee 3.0 XPath:
/page/workgroups/workgroup/queue/currentperiod/averagewaittime
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/
ININ.Queue_Interval[@name="CurrentPeriod"]/ININ.Workgroup_AverageWaitTime
Manifest:
ININ.Workgroup_AverageWaitTime?ININ.People.WorkgroupStats_Workgroup=
<SUB>&ININ.Queue_Interval=<ALL>
Interactions
Answered
Marquee 3.0 XPath:
/page/workgroups/workgroup/queue/currentperiod/numberanswered
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/
ININ.Queue_Interval[@name="CurrentPeriod"]/ININ.Workgroup_InteractionsAnswered
Manifest:
ININ.Workgroup_InteractionsAnswered?ININ.People.WorkgroupStats_Workgroup=
<SUB>&ININ.Queue_Interval=<ALL>
Interactions
Completed
Marquee 3.0 XPath:
/page/workgroups/workgroup/queue/currentperiod/numbercompleted
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/
ININ.Queue_Interval[@name="CurrentPeriod"]/ININ.Workgroup_InteractionsCompleted
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Statistic with
Interval
XPath and Manifest Configuration
Manifest:
ININ.Workgroup_InteractionsCompleted?ININ.People.WorkgroupStats_Workgroup=
<SUB>&ININ.Queue_Interval=<ALL>
Interactions
Entered
Marquee 3.0 XPath:
/page/workgroups/workgroup/queue/currentperiod/numberofcalls
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/
ININ.Queue_Interval[@name="CurrentPeriod"]/ININ.Workgroup_InteractionsEntered
Manifest:
ININ.Workgroup_InteractionsEntered?ININ.People.WorkgroupStats_Workgroup=
<SUB>&ININ.Queue_Interval=<ALL>
Interactions
Abandoned
Marquee 3.0 XPath:
/page/workgroups/workgroup/queue/currentperiod/numberabandoned
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/
ININ.Queue_Interval[@name="CurrentPeriod"]/ININ.Workgroup_InteractionsAbandoned
Manifest:
ININ.Workgroup_InteractionsAbandoned?ININ.People.WorkgroupStats_Workgroup=
<SUB>&ININ.Queue_Interval=<ALL>
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Service Level and Abandoned Rate for a legacy package
Service level and abandoned rate changed significantly from version 3.0 to 4.0. No exact
comparison between the two exists. In order to make it possible for the values to be displayed
similar to the way they were displayed in 3.0, we’ve changed the key from the old values (1, 2,
3, and so on) to the new values available in the Accumulative Histogram parameter (10, 20, 30,
and so on).
To include either of these statistics in the output when creating a legacy package, use
ININ.Queues_InteractionType=Call and include one of the other workgroup queue parameters
using the desired Interval (i.e. CurrentPeriod) to generate the XPath
/page/workgroups/workgroup/queue/<periodname> in the output. Here is a list of all the
workgroup queue parameters that may be included in the manifest to allow the service level and
abandoned rate statistics to be generated:
•
ININ.Workgroup_AverageTalkTime
•
ININ.Workgroup_AverageWaitTime
•
ININ.Workgroup_InteractionsAnswered
•
ININ.Workgroup_InteractionsCompleted
•
ININ.Workgroup_InteractionsEntered
•
ININ.Workgroup_InteractionsAbandoned
When including one of these statistics with service level or abandoned rate, make sure to use all
the same intervals. <ALL> can be used for the intervals of these statistics, but you must specify
the exact interval for service level and abandoned rate. For example, if you want the total
service level for the PreviousPeriod, you would use these two lines in the manifest:
•
ININ.Workgroup_ServiceLevelDistribution?ININ.People.WorkgroupStats_Workgroup=<SUB>
&ININ.Queues_InteractionType=Call&ININ.Queue_Interval=PreviousPeriod&ININ.Queue_Acc
umulativeHistogramInterval=total
•
ININ.Workgroup_AverageTalkTime?ININ.People.WorkgroupStats_Workgroup=<SUB>&ININ.
Queue_Interval=PreviousPeriod
The default values in 3.0 were closer to the ININ.Queue_PartialSumHistogramInterval
parameter. However, because this parameter is not yet supported, you must use what is
available in the ININ.Queue_AccumulativeHistogramInterval parameter.
Service Level
Marquee 3.0 XPath:
/page/workgroups/workgroup/queue/currentperiod/servicelevels/servicelevel/value
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/ININ.Queues_Int
eractionType/ININ.Queue_Interval[@name="CurrentPeriod"]/ININ.Queue_AccumulativeHistogra
mInterval/ININ.Workgroup_ServiceLevelDistribution
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Manifest Parameters:
ININ.People.WorkgroupStats_Workgroup=<SUB>
ININ.Queues_InteractionType=<**All**>
ININ.Queues_InteractionType=Call
ININ.Queues_InteractionType=Chat
ININ.Queues_InteractionType=Generic
ININ.Queue_Interval=CurrentPeriod
ININ.Queue_Interval=CurrentShift
ININ.Queue_Interval=PreviousPeriod
ININ.Queue_Interval=PreviousShift
There are many values for ININ.Queue_AccumulativeHistogramInterval. See your sample
manifest to get the correct combinations based on your system and its modification. In general,
it works this way. When ININ.Queues_InteractionType=<**All**>:
ININ.Queue_AccumulativeHistogramInterval=0
ININ.Queue_AccumulativeHistogramInterval=1
ININ.Queue_AccumulativeHistogramInterval=2
ININ.Queue_AccumulativeHistogramInterval=3
ININ.Queue_AccumulativeHistogramInterval=4
ININ.Queue_AccumulativeHistogramInterval=5
ININ.Queue_AccumulativeHistogramInterval=6
ININ.Queue_AccumulativeHistogramInterval=7
ININ.Queue_AccumulativeHistogramInterval=8
Otherwise:
ININ.Queue_AccumulativeHistogramInterval=10
ININ.Queue_AccumulativeHistogramInterval=120
ININ.Queue_AccumulativeHistogramInterval=20
ININ.Queue_AccumulativeHistogramInterval=240
ININ.Queue_AccumulativeHistogramInterval=30
ININ.Queue_AccumulativeHistogramInterval=45
ININ.Queue_AccumulativeHistogramInterval=60
ININ.Queue_AccumulativeHistogramInterval=90
ININ.Queue_AccumulativeHistogramInterval=total
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Sample:
ININ.Workgroup_ServiceLevelDistribution?ININ.People.WorkgroupStats_Workgroup=<SUB>&IN
IN.Queues_InteractionType=<**All**>&ININ.Queue_Interval=CurrentPeriod&ININ.Queue_Accu
mulativeHistogramInterval=8
Abandoned
Rate
Marquee 3.0 XPath:
abandoned/value
/page/workgroups/workgroup/queue/currentperiod/abandoneds/
Marquee 4.0 XPath: /Statistics/IcServer/ININ.Workgroup/
ININ.People.WorkgroupStats_Workgroup/ININ.Queues_InteractionType/ININ.Queue_Interval
[@name="CurrentPeriod"]/ININ.Queue_AccumulativeHistogramInterval
/ININ.Workgroup_AbandonedRateDistribution
Manifest Parameters: These parameters work the same as service level parameters. See the
Manifest Parameters under Service Level for more information
Sample:
ININ.Workgroup_AbandonedRateDistribution?ININ.People.WorkgroupStats_Workgroup=<SUB>
&ININ.Queues_InteractionType=<**All**>&ININ.Queue_Interval=CurrentPeriod&ININ.Queue_
AccumulativeHistogramInterval=8
Number of
Agents in
Status
Marquee 3.0 XPath:
/page/workgroups/workgroup/agentstatus/status/value
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.Workgroup/ININ.People.WorkgroupStats_Workgroup/ININ.People_Stat
us/ININ.Workgroup_AgentsInStatus
Manifest Parameters: ININ.Workgroup_AgentsInStatus?ININ.People.WorkgroupStats_Workgroup=
<SUB>&ININ.People_Status=<ALL>
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Agent Statistics
Because the new format and old format for XML output are not compatible, include a statistic
with the same workgroup from a statistic not in this category. For example, if you add the
“Logged In” statistic from the “Support” workgroup, then also add another statistic from that
workgroup, such as “Total Agents”. In that case you would have two statistics in your manifest:
•
ININ.IceLib.People.UserStatus_LoggedIn?ININ.IceLib.People.UserStatus_Workgroup=Suppor
t&ININ.IceLib.People.UserStatus_UserId=<ALL>
•
ININ.Workgroup_AgentsLoggedIn?ININ.People.WorkgroupStats_Workgroup=Support
Statistic
XPath and Manifest Configuration
Name
Marquee 3.0 XPath:
Current
Status
/page/workgroups/workgroup/agentstats/agent/name
Marquee 4.0 XPath:
Statistics/IcServer/ININ.IceLib.People/ININ.IceLib.People.UserStatus_Workgroup/
ININ.IceLib.People.UserStatus_UserId/@name
Marquee 3.0 XPath:
/page/workgroups/workgroup/agentstats/agent/currentstatus
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.IceLib.People/ININ.IceLib.People.UserStatus_Workgroup/
ININ.IceLib.People.UserStatus_UserId/ININ.IceLib.People.StatusMessageDetails_MessageText
Manifest:
ININ.IceLib.People.StatusMessageDetails_MessageText?ININ.IceLib.People.UserStatus_Workgroup=
<SUB>&ININ.IceLib.People.UserStatus_UserId=<ALL>
Current
Status
Key
Marquee 3.0 XPath:
/page/workgroups/workgroup/agentstats/agent/currentstatuskey
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.IceLib.People/ININ.IceLib.People.UserStatus_Workgroup/
ININ.IceLib.People.UserStatus_UserId/ININ.IceLib.People.StatusMessageDetails_Id
Manifest:
ININ.IceLib.People.StatusMessageDetails_Id?ININ.IceLib.People.UserStatus_Workgroup=
<SUB>&ININ.IceLib.People.UserStatus_UserId=<ALL>
Time in
Status
Marquee 3.0 XPath:
(in seconds): /page/workgroups/workgroup/agentstats/agent/timeinstatus
Marquee 4.0 XPath (time the status began):
/Statistics/IcServer/ININ.IceLib.People/ININ.IceLib.People.UserStatus_Workgroup/
ININ.IceLib.People.UserStatus_UserId/ININ.IceLib.People.UserStatus_StatusChanged
Manifest:
ININ.IceLib.People.UserStatus_StatusChanged?ININ.IceLib.People.UserStatus_Workgroup=
<SUB>&ININ.IceLib.People.UserStatus_UserId=<ALL>
On
Phone
Marquee 3.0 XPath:
/page/workgroups/workgroup/agentstats/agent/onphone
Marquee 4.0 XPath:
/Statistics/IcServer/ININ.IceLib.People/ININ.IceLib.People.UserStatus_Workgroup/
ININ.IceLib.People.UserStatus_UserId/ININ.IceLib.People.UserStatus_OnPhone
Manifest: ININ.IceLib.People.UserStatus_OnPhone?ININ.IceLib.People.UserStatus_Workgroup=
<SUB>&ININ.IceLib.People.UserStatus_UserId=<ALL>
Logged
In
Marquee 3.0 XPath:
/page/workgroups/workgroup/agentstats/agent/loggedin
Marquee 4.0 XPath:
Statistics/IcServer/ININ.IceLib.People/ININ.IceLib.People.UserStatus_Workgroup/
ININ.IceLib.People.UserStatus_UserId/ININ.IceLib.People.UserStatus_LoggedIn
Manifest: ININ.IceLib.People.UserStatus_LoggedIn?ININ.IceLib.People.UserStatus_Workgroup=
<SUB>&ININ.IceLib.People.UserStatus_UserId=<ALL>
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Retrieve raw JSON and XML statistical data from the Marquee web service
In Interaction Marquee 4.0 SU5, use the web service to retrieve raw statistical data in XML or
JSON by adding a request to your custom code. See the example requests.
Example: XML
This example displays a request for data in XML, and the resulting response.
Data request
GET http://iwpclayweb1.app.inin.com:8070/GetPackageData?id=c02881d8-49d0-4086-a083dbc113ceeebb HTTP/1.1
Accept: text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8
Data Response
HTTP/1.1 200 OK
Content-Type: application/xml
<?xml version="1.0" encoding="utf-8"?>
<Statistics>
<IcServer name="Iwpclayic1">
<ININ.Workgroup>
<ININ.Workgroup_NumberAvailableForACDInteractions>9</ININ.Workgroup_NumberAvailable
ForACDInteractions>
</ININ.People.WorkgroupStats_Workgroup>
</ININ.Workgroup>
</IcServer>
<PackageName>aaa</PackageName>
<Description></Description>
<Created>20130711T152049914Z</Created>
<Message></Message>
<MessageExpires>20130711T200621142Z</MessageExpires>
</Statistics>
Example: JSON
This example displays a request for data in JSON, and the resulting response.
Data request
GET http://iwpclayweb1.app.inin.com:8070/GetPackageData?id=c02881d8-49d0-4086-a083dbc113ceeebb HTTP/1.1
Accept: application/json,text/html,application/xhtml+xml,application/xml;q=0.9,*/*;q=0.8
Data Response
HTTP/1.1 200 OK
Content-Type: application/json
"Statistics":{"IcServer":{"name":"Iwpclayic1","ININ.Workgroup":{"ININ.People.WorkgroupStat
s_Workgroup":{"name":"workgroup1","ININ.Workgroup_NumberAvailableForACDInteractions":"9"}}
},"PackageName":"aaa","Description":"","Created":"20130711T165114783Z","Message":"","Messa
geExpires":"20130711T200621142Z"}}
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Appendix A: Best practice and other Interaction Web Portal tips
This section describes best practice recommendations that, while not required, are proven
techniques offered to improve standard operating procedures and help enhance Interaction Web
Portal behavior.
Set up an HTTP to HTTPS redirect for Interaction Web Portal
You can configure Interaction Web Portal to redirect from HTTP, which sends data as plain text,
to HTTPS, which encrypts the data sent and received with SSL. Configuring a redirect can
improve the user experience.
You may receive HTTP Error 403.4 – Forbidden. The page that you are trying to access is
secured with Secure Sockets Layer (SSL) when you try to browse to http://mydomain.com/iwp.
To configure automatic redirection from HTTP to HTTPS
1. From the Start menu, select Control Panel > Administrative Tools > Internet
Information Services (IIS) Manager.
2. In the Connections area, click the + to expand the computer name, then click the + to
expand the Sites node.
3. Click the website to which Interaction Web Portal is installed.
4. Select Features View at the bottom of the window.
5. Double-click HTTP Redirect. Or right-click HTTP Redirect and click Open Feature.
6. Click to select the Redirect requests to this destination check box, and then type the
absolute Interaction Web Portal URL. For example, https://mydomain.com/iwp.
7. In the Redirect Behavior section, click to select the Only redirect requests to content in this
directory (not subdirectories) check box.
8. In the Status code list, select Found (302).
9. Click Apply to save the settings.
10. Run the IISRESET command to put the settings into effect.
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Appendix B: Set up TCP Ports for Interaction Web Portal
Configure specific Interaction Web Portal TCP ports in your firewall to allow the IWP Web Server
to communicate to the database and the IC server. Specify these ports to access all IWP
features, for example, reporting purposes, recording access, and questionnaire scoring analysis.
Typically, the TCP ports are entered after an administrator establishes a Data Management Zone
(DMZ) configuration behind the network firewall. Where and how the ports are entered depend
on the firewall.
The following table lists the TCP ports and how they are used for IWP:
Port
Protocol
Use
3952
TCP
Session Manager – Interactive Intelligence port
for client connections to the IC server.
389 or 636(TLS/SSL)
TCP
LDAP or LDAPS - Lightweight Directory Services
is used to store IWP configuration.
445
TCP
Microsoft-ds – Copying recordings from the IC
server to the media folder for streaming.
1433
TCP
Ms-sql-s – Scheduled reports access.
8106 (IIRC)
TCP
Provides access to recordings from the IC
server or remote content server.
8070
TCP
Interaction Marquee package data updates.
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Appendix C: Scheduled Reports
Interaction Scheduled Reports is required in order to use the Reports Access in IWP. Once
reports are created in Interaction Scheduled Reports, you can select which reports are available
for use, and then specify when and how often a report is run. IWP uses reports defined in
Interaction Administrator and configured in Interaction Scheduled Reports.
View reports in Interaction Web Portal
In IWP, you can view recent reports, upcoming reports and available reports, which can be run
manually. Administrators can view and download any recently run report.
You can also access predefined reports and set such delivery options as run time and frequency
needed through a reporting wizard, as shown in the following dialog boxes.
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View report details
Review the name, category, description, start and run dates, and the predefined parameters set
for the selected report.
Specify the report destination
Select email recipients, the format in which you want the report output to be delivered, file
locations, and whether or not to overwrite previously run versions of the report.
Specify the report frequency
Determine how often you want the report to run, and what time you want to run it.
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Set up IWP for Scheduled Reports
Before you can begin using Scheduled Reports, you must first configure IWP to use this feature.
In this section:
•
Create a directory share on the IC Server to which Scheduled Reports can store reports
•
Install the Scheduled Reports Client installation files
•
Install the Scheduled Reports Monitoring Server (SRMS)
•
Verify the Custom Passthrough Log is active
•
Configure the Scheduled Reports installation
•
Assign the appropriate license to IWP's administrative user in Interaction Administrator
Create a directory share in which to store reports
Create a directory share on the IC Server to which Scheduled Reports can store reports. This will
allow you to access reports and set permissions, as well as view and manage open files and
users connected to the share. You can create the share in any location suitable to your company
requirements.
Install the Scheduled Reports Client installation files
The IC Scheduled Reports installs and related files are available to install from the Interactive
Intelligence Customer Interaction Center (CIC) .iso file. The install is located under \Installs\OffServerComponents.
1. If you have not done so already:
a. Download the CIC 2015 R1 or later .iso file from the Interactive Intelligence Product
Information site at https://my.inin.com/products/Pages/Downloads.aspx.
b. Copy the .iso file to a file server (non-IC server) with a high bandwidth connection to the
server(s) on which you will be running the CIC installs.
c. Mount the .iso file and share the contents to make them accessible to the server(s) on
which you will be running the CIC installs.
2. Navigate to the \Installs\Off-ServerComponents directory on the file server.
3. Copy the Scheduled Reports .msi for 2015 R2 or later file to the 64-bit Windows Server
server operating system machine on which you plan to run this install.
Install the Scheduled Reports Monitoring Server (SRMS)
The main function of the Scheduled Reports Monitoring Service is to send notifications to
the IC Handlers when a scheduled report is ready to run. It also monitors the Scheduled Reports
Database tables on five-minute intervals for changes to current scheduled reports.
Note: Before you install the Scheduled Reports Monitor Server application, first install
Microsoft .NET Framework 4.0. This installation is a requirement for monitoring servers
running Scheduled Reports. For more information, see the Scheduled Reports Installation and
Configuration Guide located in the CIC Documentation Library.
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To install the Scheduled Reports Monitor Server:
1. From the shared location, double-click ScheduledReportsServer.msi. The Scheduled
Reports Monitor Server for CIC Setup dialog opens.
2. Click Next. The Custom Setup dialog opens.
3. Optionally click the Scheduled Reports Monitor Server icon to access the custom
installation features.
4. Optionally select the way features are installed by clicking the appropriate feature icon.
5. Click Next. The IC Server Name dialog opens.
6. In the IC Server Name field, enter the IC server to which you want to connect.
Note: If you have multiple IC servers to which Scheduled Reports communicates, enter
only one IC server name now. Additional IC server names are defined with the ININ
Scheduled Reports Configurator Tool later in the implementation.
7. Click Next. The Ready to install Scheduled Reports Monitor Server dialog opens.
8. Click Install to begin the installation process. The Installing Scheduled Reports Monitor
Server dialog opens. It displays a Status bar and messages as the installation progresses.
9. When the installation is complete, click Finish in the Completed the Scheduled Reports
Monitor Server Setup Wizard.
10. The You Must Restart Your System dialog displays when a restart is required to finish the
configuration changes made to Scheduled Reports Monitor Server. Click Yes to restart your
system.
Verify the Custom Passthrough Log is active
An important post-installation task is required when the Scheduled Reports Monitor Server
(SRMS) installation is complete. The CIC and Scheduled Reports Administrator must verify that
the Custom Passthrough Log is active.
Scheduled Reports handlers insert data into the SQL Server or Oracle database using the
LoggingCustomPassthrough tool step. Microsoft Message Queuing (MSMQ) lets users
reliably send data to custom logging tables with the same reliability as IC data. Since this tool
step is being used, Custom Passthough is required on the Customer Interaction Center (CIC)
server.
To verify that the Custom Passthrough Log is active:
1. Open Interaction Administrator.
2. Click the System Configuration node and then click the Report Logs container.
3. Double-click Custom Passthrough Log. The Report Log Configuration dialog opens.
4. On the Basic tab, ensure the Active check box is selected.
Note: This dialog is the only location where Custom Passthrough is established for an
IC server.
5. Click OK to save your changes and close the Custom Passthrough Log.
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Configure the Scheduled Reports installation
Now you’re ready to configure the Scheduled Reports configuration. This includes configuring
the Scheduled Reports monitoring service and working with the ININ Scheduled Reports
Configurator Tool to set up the data repository. Here, you will:
•
Complete IC connection parameters for the server on the IC Connection tab
•
Set up database connection parameters for the server on the DB (database) Connection tab
•
Use the Error Notifications dialog to allow e-mail error notifications to be sent to the
IC Administrator and to create a customized list of e-mail addresses for error notification
•
Set file overwrite frequency values, valid time and interval settings, and available scheduling
times for users when they generate scheduled report on the scheduling tab
•
Specify valid export formats, available printers, and report categories. An accessible file
location must be configured to point to the directory share specified earlier in the IWP
scheduled reports configuration.
For detailed instructions, see the Scheduled Reports Installation and Configuration Guide located
in the CIC Documentation Library.
Assign the appropriate security right to IWP's administrative user
Ensure the IWP’s administrative user has the Interaction Reporter Administrator security
right. For information on how to assign security rights, see “Security Rights” in the Interaction
Administrator help.
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Change log
Change Log Date
October 18, 2016
Changed…
Updated "Download and install IIS Media Services" section to include
new link and instructions for install.
December 7, 2015
Moved Interaction Marquee from an appendix to a separate section in
the document, called Work with Interaction Marquee. Added a section
in Work with Interaction Marquee to provide guidance regarding
memory, bandwidth, and CPU requirements. Replaced installation
images to reflect company branding.
October 7, 2015
Added Appendix D to reflect installation and configuration of Scheduled
Reports. Updated Microsoft .NET Framework requirements. Also
updated cover page for rebranding and most recent copyright and
trademark information.
January 19, 2015
Updated documentation to include assigned licensing feature and
clarify Interaction Marquee licensing.
August 26, 2014
Updated documentation to reflect changes required in the transition
from version 4.0 SU# to CIC 2015 R1, such as updates to product
version numbers, system requirements, installation procedures,
references to Interactive Intelligence Product Information site URLs,
and copyright and trademark information.
Interaction Web Portal and Interaction Marquee Installation and Configuration Guide
68
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