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Using IP Office Contact Center Xstat Server

Release 9.0.2Issue 1.0

February 2014

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Using IP Office Contact Center Xstat Server 1

ContentsAbout This Manual. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Target audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Use, Installation and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Using xstat_srv . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Installation of the xstat_srv Process . . . . . . . . . . . . . . . . . . . . . . . . 6Installation of the Sybase ODBC Driver . . . . . . . . . . . . . . . . . . . . . . 6Access Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7User Name and Password for the IP Office Contact Center Sybase Database . 7ODBC Driver Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10statId . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Clarity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Assigned StatIds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Entries in the XstatControl Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Statistics with StatId 123 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Restart Is Not Necessary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Example for Insert . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Hourly Evaluation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Entries in the XStatTopicCntIds, XStatAgentCntIds and XStatAGCntIds Tables . . 14Statistics with StatId 123 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Restart Is Not Necessary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Example for Insert . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Statistics Counters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Additional Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Agent Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Results Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Deleting Data Records. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29The XStatData Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30The XStatTopicCntData, XstatAgentCntData and XStatAGCntData Tables . . . 31


Example for SQL Statement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Evaluation Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32The XStatAgentItemData Table . . . . . . . . . . . . . . . . . . . . . . . . . . . 33The XTopics, XAgents ad XAGs Tables . . . . . . . . . . . . . . . . . . . . . . 34

Supplementary Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Evaluations for the Past . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Example Outputs for the xstat_srv Process . . . . . . . . . . . . . . . . . . . . . . 36Configuration in the UI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Note about the INVISION Application . . . . . . . . . . . . . . . . . . . . . . . . . 39Additional Notes for Expert Users . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

About This Manual

<replace with short document title for running footers> 12/13/2012 3

About This Manual

This manual contains information for learning about the xstat_srv application and how to install, configure and use it.

Target audience

This manual is designed for people who work with the xstat_srv application or who want to familiarize themselves with the individual features of the application. It makes no difference whether you are using this document in printed or online form.

4 <replace with short document title for running footers> 12/13/2012

Use, Installation and Configuration



Using xstat_srv

The statistics data of the IP Office Contact Center system are available in internal tables in a complex structure.

Processes

In order to make the statistics data easily accessible to external applications, it is possible to process these data according to topics, agents or agent groups. Th data are then made available to external applications via the ODBC interface.

This processing is done by the xstat_srv process.

Functionality

The statistics are processed daily per client and managed through entries in the XStatControl, XStatTopicCntIds, XStatAgentCntIds and XStatAGCntIds database tables. In this context, per client means: depending on the application employed for staff planning, e.g., Invision.

The results of the analyses are saved in the XStatData, XStatTopicCntData, XStatAgentCntData and XStatAGCntData tables per client.

The xstat_srv process saves the topics configured in the IP Office Contact Center system in the XTopics table, the agents in the XAgents table and the agent groups in the XAGs table.

The tables (XStatControl, XStatTopicCntIds, XStatAgentCntIds, XStatAGCntIds, XStatData, XStatTopicCntData, XStatAgentCntData, XStatAGCntData, XTopics, XAgents and XAGs) can be accessed by the client of the staff planning application via ODBC.

Results(XStatData, XStatTopicCntData, XStatAgentCntData and XStatAGCntData) can be deleted either by the xstat_srv process after a set hold time or by the client of the staff planning application.

History

In order to be able to save data from telephone systems that do not provide phone numbers for agents, the names are saved in the IP Office Contact Center in the following tables instead of a phone number.

• XStatAGCntData

• XStatAgentCntData

• XStatTopicCntDataXStatCntData

6 Using IP Office Contact Center Xstat Server

Installation

The xstat_srv process runs in the IP Office Contact Center system and is installed on a computer of the IP Office Contact Center system.

Prerequisites

Before installation ensure that the statistics type of the IP Office Contact Center system is configured correspondingly.

License

No license is required for operating the xstat_srv in the IP Office Contact Center.

Configuration in the IP Office Contact Center system: Back-office statistics

It is recommended to activate back-office statistics after installing the IP Office Contact Center system. Operating the xstat_srv process with the interval-related statistics is not expedient!

Installation of the xstat_srv Process

xstat_srv is installed with the Contact Center Additional.msi setup. To install the xstat_srv process, follow these steps.

1. Select User-Defined Setup.

2. Select xstat_srv from the list of components.

3. Enter the hostname of the computer on which the OmniNames and the TTrace Server are running.

4. Add the xstat_srv process to the watchdog configuration file. The xstat_srv process must be started after the statistic_srv process.

Installation of the Sybase ODBC Driver

If you want to access the processed data in the IP Office Contact Center system through a computer via ODBC, you must install a Sybase ODBC driver on this computer.

On the IP Office Contact Center-DVD is a folder Sybase Connectivity in the folder Server.

The Setup autorun.exe installs the appropriate (x86, x64) SDK installation from Sybase.

The SDK installation is in such a way configured that only the ODBC driver is installed. Under 64-Bit-systems 32-Bit and 64-Bit-driver are installed.



Access Options

The following options are available for accessing the IP Office Contact Center database via ODBC.

• By means of ODBC Data Source Administrator configured data sources.

• Directly through a connect string to the Sybase ODBC driver.This method must be used when the client application requires access to the IP Office Contact Center database even without a logged-in user.

User Name and Password for the IP Office Contact Center Sybase Database

For the access to the xstat_srv filled tables in the IP Office Contact Center data base use the user name xstatuser. The password for the user xstatuser are issued by Avaya.

ODBC Driver Setup

The approach for the setting-up of the ODBC driver depends on the operating system.

For the setting-up of the DSN you must open the appropriate ODBC administrator.

Consider with 64-bit operating system

• Windows 2008 64 Bit:

• Windows 2012 64 Bit

On 64-Bit operating systems you must open the 32-Bit ODBC administrator.

C:\Windows\SysWOW64\odbcad32.exe

Do not use the ODBC administrator from the system control.


Sybase ODBC-Driver

The following figure shows the Sybase ODBC Driver.



Example of a configuration

An example of a configuration is decribed in the following.

1. The following figure shows the System DSN. The entry in Data Source Name can be choosen appropriate from the application. The field Description is optional.

2. Enter in Server Name (ASE Host Name) the hostname of the IP Office Contact Center server.

3. Use Port 5000 for the Server Port.

4. The Database Name is cc.

5. Enter xstatuser in the field Logon ID.

6. Then a test connection can be established with the user name issued by Avaya. After a test connection has been successfully established, you can freely used the function. The network connection is working and port 5000 is not regimented.


Configuration

statId

The xstat_srv process generates the configured statistics data daily or hourly for every client. To do this, a number (statId) must be selected for the client under which its configuration is saved and the client data can be read later on.

Clarity

statId must be clear under all clients and is issued by Avaya.

With the IP Office Contact Center UI, a report can be processed with StatId 123. In this case configuration through SQL scripts is not necessary, as described in the following chapter. The last chapter of this manual contains a description of the configuration in the IP Office Contact Center UI.

Assigned StatIds

The following statIds are currently assigned.

statId Client

1 Avaya test

123 Personnel planning system

Tables


Tables

Entries in the XstatControl Table

You must place the entries for each client in the XstatControl table.

Statistics with StatId 123

For statistics with StatId 123, you can also carry out the configuration in the IP Office Contact Center UI.

Restart Is Not Necessary.

You do not need to restart the xstat_srv process when you edit the XStatControl table or other tables.

Entries

The XStatControl table must contain exactly one entry with the following fields per client.

Field Name

Data Type

Example Value

Explanation

statId int 1 Client statistics ID

tRun int 7500 Time (seconds since midnight) when the xstat_srv process performs the evaluation for this client (local time). Example:

2:05 corresponds to 7500

See below for hourly evaluation.

tStart int 28800 Start time (seconds since midnight) for the evaluation period.

Example:

8:00 corresponds to 28800

tDura int 7200 Total length of the evaluation period in seconds.

Example:

From 08:00 to 10:00 corresponds to 7200


Example for Insert

The following insert statement enters the example data illustrated above into the XStatControl table.

insert into XStatControl ( statId, tRepeatInterval, tRun, tStart, tDura, tInter vall, tHold, odbcConnect) values ( 1, 86400, 7500, 28800, 7200, 900, 2419200, "DRIVER={Microsoft Access Driver (*.mdb)};DBQ=data.mdb")

Entries can be placed in this table either by the client application (IP Office Contact Center-UI) or fixed by means of a suitable program (isql, SQL Advantage).

Example without ODBC

insert into XStatControl (statId, tRepeatInterval, tRun, tStart, tDura,

tInter, vall, tHold, odbcConnect)

values (1, 86400, 7500, 28800, 7200, 900, 2419200, "")

tIntervall int 900 Desired length of an individual interval in seconds.

The actual length is saved in XStatData.tIntervall after the evaluation, since the minimum possible interval length is configured in the IP Office Contact Center system.

Example:

15 minutes correspond to 900.

tHold int 2419200 Hold time of the data in seconds.

Older data are deleted from XStatData and XStatCntIds with every operation.

Example:

4 weeks corresponds to 2419200

odbcConnect

char[255] DRIVER={Microsoft Access Driver (*.mdb)};DBQ=data.mdb

Connect string for xstat2odbc for registering an external database. The entire string must be indicated with the driver; the concrete content of the string greatly depends on the ODBC driver used.

Attention: Is not supported in the IP Office Contact Center.

Field Name

Data Type

Example Value

Explanation

Tables


Hourly Evaluation

Since the BCC V4 the execution interval can be directly specified using the "tRepeatInterval" field. The field must be set to 3600 for the hourly evaluation.

Example

For example, an evaluation is started at 8:10 for a period of 7 to 8 hours at an interval of 15-minutes. The next evaluation will take place at 9:10.

When configuring the XStat statistics, ensure that the performance of the overall system is retained. The performance depends on the number of topics, agents and agent groups, on the number of configured counters and on the interval resolution. It is urgently recommended that configuration be coordinated within the scope of a customer project, especially if the configuration is outside of the daily standard.

Field Setting Explanation

tRepeatInterval 3600 The execution interval is one hour (3600 seconds).

tRun 600 The evaluation is started 10 minutes (600 seconds) after the full hour.

tStart 0 The examination period begins with the last full hour.

tDura 3600 A complete hour (3600 seconds) is examined.

tIntervall 15 A ¼-hour resolution takes place (15 minutes).


Entries in the XStatTopicCntIds, XStatAgentCntIds and XStatAGCntIds Tables

Which IP Office Contact Center counters of the topics, agents and agent group statistics types are used for the client are stipulated in the XStatTopicCntIds, XStatAgentCntIds and XStatAGCntIds tables.

Only defined counters for the respective statistics type may be entered, since otherwise no data will be provided.

Statistics with StatId 123

For statistics with StatId 123, you can also carry out the configuration in the IP Office Contact Center UI.

Restart Is Not Necessary.

You do not need to restart the xstat_srv process when you edit the XstatTopicCntIds, XstatAgentCntIds and XStatAGCntIds tables or other tables.

Entries

Only counters that are required by the client application may be entered. In no case should you enter all possible counters, as this will unnecessarily use up memory and CPU resources.

The XstatTopicCntIds, XstatAgentCntIds and XStatAGCntIds tables all have the following identical structure:

Field Name

Data Type

Example Value

Explanation

StatId int 1 Client statistics ID

CntId int 2000 Counter ID (cntId)

ColName char[30] ‘Q_totNNew’ Brief description (optional)

ColCmt char[255] 'Total of calls per topic'

Comments field (optional)

Tables


Example for Insert

The following insert statements enter four counters for evaluation in the XStatTopicCntIds table.

insert into XStatTopicCntIds ( statId, cntId, colName, colCmt) values (1, 2000, ‘Q_totNNew’, 'Total of calls in topic') insert into XStatTopicCntIds ( statId, cntId, colName, colCmt) values (1, 2012, 'Q_totNConvAg’, 'Total of all calls') insert into XStatTopicCntIds ( statId, cntId, colName, colCmt) values (1, 2014, 'Q_ATConvAg’, 'Average conversation time') insert into XStatTopicCntIds ( statId, cntId, colName, colCmt) values (1, 2018, 'Q_ATACW’, 'Average ACW')

Entries can be placed in this table either by the client application (IP Office Contact Center-UI) or fixed by means of a suitable program (isql, SQL Advantage).


Statistics Counters

You can use counters for topics, agents and agent groups.

Additional Information

Please refer to the IP Office Contact Center Statistics Counter Reference document for a detailed description of the individual counters.

Topic

The following values can be entered as cntID in the XStatTopicCntIds table:

cntId Brief Description in the IP Office Contact Center System

Explanation

2000 totNNew Total of calls to a topic

2001 totNRr Total calls to a topic via call distribution

2002 totNTransI Total of calls transferred to the topic

2004 totNAg Total of calls

2005 totTRingAg Total ring time

2006 øTRingAg Average ring time

2007 maxTRingAg Maximum ring time

2008 totNExp1 Total of calls exceeding a specified ring time

2009 totNExp Total of calls exceeding a specified ring timeout

2010 øTConvWait Average wait time until answering

2011 maxTConvWait Maximum wait time until answering

2012 totNConvAg Total of established calls to agents

2013 totTConvAg Total conversation time

2014 øTConvAg Average conversation time

2015 maxTConvAg Maximum conversation time

2016 totNACW Total of established calls with wrap-up time

Tables


2017 totTACW Total wrap-up time

2018 øTACW Average wrap-up time

2019 maxTACW Maximum wrap-up time

2020 totNNoCWC Total of job codes not entered

2021 totTService Total processing time

2022 øtotTService Average processing time

2023 maxtotTService Maximum processing time

2024 totNTrans-> Total of calls transferred from this topic to other topics

2026 totNConvWait<=N Total of established calls with wait time <= n seconds

2027 totNConv-Wait>N<=M

Total of established calls with wait time > n and <= m seconds

2028 totNConvWait>M Total of established calls with wait time > m seconds

2029 totNQueued Total number of calls in the queue

2030 totNQueuedAnn Total of calls in the queue with announcement

2031 totNQueuedIVR Total of calls in the queue with voice unit

2032 totNQueued-NoAnn

Total of calls in the queue without announcement or voice unit

2033 øTQueued Average wait time in the queue

2034 maxTQueued Maximum waiting time in the queue

2035 øTQueuedAnn Average wait time in the queue with announcement

2036 maxTQueuedAnn Maximum wait time in the queue with announcement

2037 øTQueuedIVR Average wait time in the queue with voice unit

2038 maxTQueuedIVR Maximum wait time in the queue with voice unit

2039 totNAban Total of abandoned calls

2040 totNAbanWait<=N Total of abandoned calls <= n seconds


Explanation


2041 totNAban-Wait>N<=M

Total of abandoned calls > n and <= m seconds

2042 totNAbanWait>M Total of abandoned calls > m seconds

2043 øTAbanWait Average wait time of abandoned calls

2044 maxTAbanWait Maximum wait time of abandoned calls

2046 totNLoadQueue Load on the queue

2047 totNOverl Total calls during overload

2048 totTOverl Total overload time

2049 AvgTOverl Average overload time

2050 maxTOverl Maximum overload time

2051 totNAbanAg Total of calls not answered by agent

2052 totNTSF Total number of calls for the TSF

2053 totNTSF+ Number of positive calls for the TSF

2054 totNForcedCWC Total of mandatory job codes not entered after wrap-up time

2055 øTForcedCWC Average time mandatory job codes not entered after wrap-up time

2056 maxTForcedCWC Maximum time mandatory job code not entered after wrap-up time

2057 øTQueuedNoAnn Average wait time in the queue without announcement or voice unit

2058 maxTQueued-NoAnn

Maximum wait time in the queue without announcement or voice unit

2059 totNRouted-> Number of calls overflowing from this topic to another

2060 totNConvExtDest Total of established calls for external destinations

2064 totNExtDest Total of calls to external destinations

2065 totNQueuedExt-Dest

Total of calls to external destinations from the queue

2066 totNAbanExtDest Total of calls not answered by external destinations

2080 totNRecVM Total recorded voice messages


Explanation

Tables


2081 totNVMAg Total voice messages assigned to be played

2082 totNAbanVMAg Total unplayed voice messages

2083 totNDoneVMAg Total played voice messages

2996 TSF Telephony service factor in percent

2100 totNOutCC Total of manually initiated, outgoing calls

2104 totNConvOutCC Total of established calls (manually initiated, outgoing - OutCC)

2140 totNConvAutoAg Number of AutoAgent calls to topic

2150 totNConv-WaitLT<=N

Total of established calls with waiting time in the last topic <= n seconds

2151 totNConv-WaitLT>N<=M

Total of established calls with waiting time in the last topic > n and <= m seconds

2152 totNConv-WaitLT>M

Total of established calls with waiting time in the last topic> m seconds

2153 totTConvWaitLT Total of waiting time until conversation in last topic

2154 øTConvWaitLT Average waiting time until conversation in last topic

2155 maxTConvWaitLT Maximum waiting time until conversation in last topic

2250 totNIncome Total of new incoming calls in dialed topic

2251 totNSucc Total of successful calls in dialed topic

2252 totNSucc<N Total of successful calls in dialed topic with waiting time < n seconds

2253 totNLost Total of lost calls in dialed topic

2254 totNLost<N Total of lost calls with cancellation time < n seconds

2255 CSF Customer Service Factor in percent

2260 totNIncomeLT Total of incoming calls to the last topic

2261 totNSuccLT Summe der erfolgreichen Anrufe im letzten Thema

2262 totNSuccLT<N Total of successful calls with waiting time < n seconds to the last topic.


Explanation


2263 totNLostLT Total of lost calls to the last topic

2264 totNLostLT<N Total of lost calls with cancellation time < n seconds to the last topic

2265 CSFLT Customer Service Factor in percent in the last topic


Explanation

Tables


Agent

The following values can be entered as cntId in the XStatAgentCntIds table:

CntId Brief Description in the IP Office Contact Center System

Explanation

0 totNNew<- Total of incoming calls

1 totNNew<-RC Total of incoming calls via call distribution

4 totN-New<-RCCons

Total of incoming consultation calls via call distribution

5 totNNew<-DCInt Total of incoming internal calls

6 totNNew<-DCExt Total of incoming external calls

7 totN-New<-DCCons

Total of incoming consultation calls

8 totN-New->RCCons

Total of outgoing consultation calls via call distribution

9 totN-New->DCCons

Total of outgoing consultation calls

10 totTRing<- Total ring time of incoming calls

11 øtotTRing<- Average ring time

12 maxtotTRing<- Maximum ring time

13 totTRing<-RC Total ring time via call distribution

14 øTRing<-RC Average ring time via call distribution

15 maxTRing<-RC Maximum ring time via call distribution

22 totNExp1<-RC Total of incoming calls via call distribution that exceed the specified ring time

25 totNExp1<-DC Total of incoming direct calls to agent or number that exceed the specified ring time

26 totNAban<- Total of abandoned incoming calls

27 totNAban<-RC Total of abandoned incoming calls via call distribution

30 totNAban<-DC Total of abandoned incoming calls to agent or number


31 totNAban<-Int Total of internal abandoned calls

32 totNAban<-Ext Total of external abandoned calls

33 totNRej<-RC Total of rejected incoming calls via call distribution

36 totNPickup<- Total of picked-up calls

37 totNPickup-> Total of calls picked up from an agent

38 totNExp<-RC Total of incoming calls via call distribution that exceed a specified ring timeout

41 totNExp<-DC Total of incoming calls to agent or number that exceed a specified ring timeout

42 totNBusy<- Total of incoming calls to agent already busy

43 totNBusy<-DCInt Total of incoming internal calls to agent or number with agent already busy

44 totNBusy<-DCExt Total of incoming external calls to agent or number with agent already busy

45 totNBusy->DCInt Total of outgoing internal calls to agent or number with agent already busy

46 totNBusy->DCExt Total of outgoing external calls to busy subscriber

47 totNBusyRet<- Total of incoming calls that are returned to call distribution because of busy agent

48 totNBusyDrop<- Total of incoming calls that are released because of busy agent

49 totNBusyTone Total of incidents the agent hears a busy tone

50 totTBusyTone Total time the agent hears a busy tone

51 øTBusyTone Average time the agent hears a busy tone

52 maxTBusyTone Maximum time the agent hears a busy tone

53 totNConv<- Total number of incoming established calls

54 totNConv<-RC Total number of incoming established calls via call distribution

57 totNConv<-DCInt Total of incoming internal calls to agent or number


Explanation

Tables


58 totNConv<-DCExt Total of incoming external calls to agent or number

59 totNConv->DCInt Total of outgoing internal calls to agent or number

60 totNConv->DCExt Total of outgoing external calls to agent or number

61 totTConv<- Total of incoming conversation times

62 totTConv<-RC Total of incoming conversation times via call distribution

63 øtotTConv<-RC Average of all incoming conversation times via call distribution

64 maxtotTConv<-RC Maximum value of all incoming conversation times via call distribution

71 totTConv<-DCInt Total of incoming internal conversation times, call to agent or number

72 øtotTConv<-DCInt Average value of incoming internal conversation times, call to agent or number

73 maxtotT-Conv<-DCInt

Maximum value of incoming internal conversation times, call to agent or number

74 totTConv<-DCExt Total of incoming external conversation times, call to agent or number

75 øTConv<-DCExt Average value of incoming external conversation times, call to agent or number

76 maxT-Conv<-DCExt

Maximum value of incoming external conversation times, call to agent or number

77 totTConv->DCInt Total of outgoing internal conversation times, call to agent or number

78 øTConv->DCInt Average value of outgoing internal conversation times, call to agent or number

79 maxSpZ->DCInt Maximum value of outgoing internal conversation times, call to agent or number

80 totTConv->DCExt Total of outgoing external conversation times, call to external numbers

81 øTConv->DCExt Average value of all outgoing conversation times, call to external numbers


Explanation


82 maxT-Conv->DCExt

Maximum value of all outgoing conversation times, call to external numbers

83 totNACW Total of established calls with wrap-up time

84 totTACW Total of wrap-up times

85 øTACW Average wrap-up time

86 maxTACW Maximum wrap-up time

87 tontNCWC per CWC

Total of calls per job code

(Use only within the context of a customer project!)

90 totNNoCWC Total of job codes not entered

91 totTService<-RC Total processing time via call distribution

92 øTService<-RC Average processing time via call distribution

93 maxTService<-RC Maximum processing time via call distribution

100 totTLogin Total time of presence

101 totTSignOn Total time of availability for call distribution

103 totTPause Total pause time

104 totNHold Total of established calls put on hold by the agent

105 totTHold Total hold time

106 øTHold Average hold time

107 maxTHold Maximum hold time

108 totNAbanHold Total of calls abandoned while on hold

114 totNTrans->Ext Total of calls diverted to external subscribers

116 totNNew->Ext Total of outgoing calls






Explanation

Tables


120 totNForcedCWC Total of mandatory job codes not entered after wrap-up time

121 totTForcedCWC Total time of mandatory job codes not entered after wrap-up.

122 øTForcedCWC Average time of mandatory job codes not entered after wrap-up

123 maxTForcedCWC Maximum time of mandatory job code not entered after wrap-up time

134 totNTrans-> Total calls transferred by the agent

135 totNTrans<- Total calls transferred to the agent

136 totNTrans->NonCC

Total calls transferred to non-call center destinations

137 totTService<-RC per CWC

Total of conversation and wrap-up times via call distribution per job code

138 totNNew Total of calls (incoming and outgoing)

139 totNNew->Int Total of outgoing internal calls

140 totNNew<-Int Total of incoming internal calls

141 totNNew-> Total of outgoing direct calls

142 totNNew->RC Total of outgoing calls via CD

143 totNNew->DC Total of outgoing direct calls

144 totNNew<-OD Total of Dialer calls

150 totNAban-> Total of abandoned outgoing calls

151 totNAban->Ext Total of abandoned outgoing external calls

152 totNAban->Int Total of abandoned outgoing internal calls

153 totNAban->RC Total of abandoned outgoing calls via CD

154 totNAban->DC Total of abandoned outgoing calls

155 totNAban<-OD Total of abandoned Dialer calls

160 totNConv-> Total of outgoing established calls

161 totNConv->Ext Total of outgoing external established calls


Explanation


162 totNConv->Int Total of outgoing internal established calls

163 totNConv->RC Total of outgoing established calls via CD

164 totNConv->DC Total of outgoing calls to non-CC destinations

165 totNConv<-OD Total of established Dialer calls

170 totNACWNoCall Total of wrap-ups initiated without a call

171 totTACWNoCall Total of wrap-up times initiated without a call

172 øTACWNoCall Average wrap-up time initiated without a call

173 maxTACWNoCall Maximum wrap-up time initiated without a call

180 totNVM Total of assigned voice messages

181 totNAbanVM Total unplayed voice messages

182 totNRejVM Total of rejected voice messages

183 totNDoneVM Total played voice messages

190 totNRej<-OD Total of rejected Outbound Dialer calls

200 totNBusy<-OD Total of incoming Outbound Dialer calls to agent already busy

210 totTConv<-RC Total of incoming conversation times via Outbound Dialer

211 øTConv<-RC Average of all incoming conversation times via Outbound Dialer

212 maxTConv<-RC Maximum value of all incoming conversation times via Outbound Dialer


Explanation

Tables


Agent Group

The following values can be entered as cntId in theXStatAGCntIds table:


Explanation

1000 totN Total of calls

1001 totNTrans-> Total of calls transferred to other topics by an agent of the respective agent group

1003 totNNew Total of calls

1005 totNAban Total of abandoned calls

1006 totNConv Total of established calls





1011 øTConv Average conversation time

1012 maxTConv Maximum conversation time

1013 øTConvWait Average wait time of answered calls

1014 maxWTConvWait Maximum wait time of answered calls

1015 totNExp Total of calls that are returned to call distribution after ring timeout

1016 tontNCWC per CWC

Total of calls per job code

(Use only within the context of a customer project!)

1018 TSF Telephony service factor in percent

1019 totNTSF Telephony service factor in number of calls

1020 øNSignOn Average number of ACD agents

1021 maxNSignOn Maximum number of ACD agents

1022 minNSignOn Minimum number of ACD agents

1023 totNOverf-> Total of overflow calls

1025 totNOverf<- Total of calls overflowing to the call group concerned


1028 totNAbanWait<=N Total of abandoned calls <= n seconds

1030 totNAban-Wait>N<=M

Total of abandoned calls > n and <= m seconds

1032 totNAbanWait>M Total of abandoned calls > m seconds

1039 øTAbanWait Average wait time of abandoned calls

1040 maxTAbanWait Maximum wait time of abandoned calls

1060 totNVM Total voice messages assigned to be played

1061 totNAbanVM Total unplayed voice messages

1062 totNDoneVM Total played voice messages


Explanation

Tables


Results Data

Once per day and per client, the xstat_srv process analyzes the previous day's data in a specified range (XStatControl.tStart, XStatControl.tDura) at a specified evaluation period (XStatControl.tRun) with the specified interval length (XStatControl.tIntervall) and writes the results to the XstatData, XstatTopicCntData, XstatAgentCntData and XStatAGCntData tables. The actual used interval length can be greater than the specified one when the IP Office Contact Center saving interval is greater than the length specified in XStatControl.tIntervall.

The topics configured in the IP Office Contact Center system are entered in the Xtopics table, the agents configured in the IP Office Contact Center system are saved in the XAgents table and the agent groups configured in the IP Office Contact Center system are entered in the XAGs table.

Deleting Data Records

The data records from the XStatData, XStatTopicCntData, XStatAgentCntData and XStatAGCntData tables are deleted by the xstat_srv process when they are older that as indicated in XStatControl.tHold.

The data can also be deleted by the client when they are no longer required. The client must use its statId for deletion, as otherwise the data of another client would be deleted.

Correct

delete from XStatData where statId=1delete from XStatTopicCntData where statId=1

Incorrect

delete from XStatDatadelete from XStatTopicCntData


The XStatData Table

A summary data record is written to the XStatData table per evaluation:

Field Name Data Type Example Value Explanation

statId Int 1 Statistics Id

tStart CS_DATETIME '13-Nov-1998 08:00' Start of the evaluation interval (XStatControl.tStart+yesterday 00:00).

tDura Int 7200 Length of the evaluation interval in seconds (as specified in XStatControl)

tIntervall Int 3600 Length of an individual interval in seconds, e.g. 15 minutes -> 900. As a rule, is the same as the one specified in XStatControl.tIntervall but can deviate if the interval length with which the IP Office Contact Center statistics server writes the data is greater than the value specified in XStatControl.tIntervall.

errorCode Int 0 0: Evaluation ok, 1: Error during evaluation

exported int 0 0: Not yet exported ODBC, 1: exported via ODBC

Attention: Not used in the IP Office Contact Center.

Tables


The XStatTopicCntData, XstatAgentCntData and XStatAGCntData Tables

The accumulated values for all counters entered in the corresponding tables (XStatTopicCntIds, XStatAgentCntIds and XStatAGCntIds) are saved in the XStatTopicCntData, XStatAgentCntData and XStatAGCntData tables.

Example for SQL Statement

In order to request the data for 13 November, 2006, for example, the following SQL statement can be used.

select statId, tStart, name, cntId, val from XStatTopicCntData where statId=1 and dStart>=‘13-Nov-2006 00:00’ and dStart< ‘14-Nov-2006 00:00’ order by tStart, name, cntId



tStart CS_DATETIME 13-Nov-1998 09:00’ Start of the interval

name char[30] ‘topic1’ Name of the topic, agent or agent group

cntId Int 2000 Counter ID (cntId)

val Int 5 Counter value


Evaluation Example

The contents of the evaluation for this day can yield the following data records:

statId tStart nr cntId Val

1 ‘11/13/98 8:00:00’ ‘topic1’ 2000 10

1 ‘11/13/98 9:00:00’ ‘topic1’ 2000 15

1 ‘11/13/98 8:00:00’ ‘topic1’ 2012 8

1 ‘11/13/98 9:00:00’ ‘topic1’ 2012 12

1 ‘11/13/98 8:00:00’ ‘topic1’ 2014 65

1 ‘11/13/98 9:00:00’ ‘topic1’ 2014 78

1 ‘11/13/98 8:00:00’ ‘topic1’ 2018 104

1 ‘11/13/98 9:00:00’ ‘topic1’ 2018 143

1 ‘11/13/98 8:00:00’ ‘topic2’ 2000 100

1 ‘11/13/98 9:00:00’ ‘topic2’ 2000 150

1 ‘11/13/98 8:00:00’ ‘topic2’ 2012 80

1 ‘11/13/98 9:00:00’ ‘topic2’ 2012 120

1 ‘11/13/98 8:00:00’ ‘topic2’ 2014 60

1 ‘11/13/98 9:00:00’ ‘topic2’ 2014 70

1 ‘11/13/98 8:00:00’ ‘topic2’ 2018 109

1 ‘11/13/98 9:00:00’ ‘topic2’ 2018 149

1 ‘11/13/98 8:00:00’ ‘topic3’ 2000 11

1 ‘11/13/98 9:00:00’ ‘topic3’ 2000 16

1 ‘11/13/98 8:00:00’ ‘topic3’ 2012 9

1 ‘11/13/98 9:00:00’ ‘topic3’ 2012 13

1 ‘11/13/98 8:00:00’ ‘topic3’ 2014 66

1 ‘11/13/98 9:00:00’ ‘topic3’ 2014 79

Tables


The XStatAgentItemData Table

Results for agent counters that require further aggregation are saved in the XStatAgentItemData table. Currently, only the "Total of calls per job code" counter is implemented.

1 ‘11/13/98 8:00:00’ ‘topic3’ 2018 105

1 ‘11/13/98 9:00:00’ ‘topic3’ 2018 144

statId tStart nr cntId Val



tStart CS_DATETIME 13-Nov-1998 09:00’ Start of the interval

nr char[30] ‘4711’ Number of agents

CntId Int 87 Counter ID (cntId)

val Int 5 Counter value

Item Char[255] ‚11’ e.g., ACode


The XTopics, XAgents ad XAGs Tables

The xstat_srv process saves the names and numbers of all topics, agents and agent groups configured in the IP Office Contact Center system in the XTopics, XAgents ad XAGs tables.


No. char[30] ‘17792’ Number of topics, agents or agent groups, if available, otherwise CCId of the object (for AG and Agent)

Name char[30] 'Orders' Name of the topic, agent or agent group

Supplementary Notes


Supplementary Notes

Evaluations for the Past

If no evaluation was performed by xstat_srv due to a malfunction of the IP Office Contact Center server or similar, then this evaluation is not automatically performed at a later date. However, you can manually make up the daily evaluation for up to the past 14 days.

This is done with the XSTAT_DAYSBACK environment variable. The environment variable must be set for each missing interval, after which xstat_srv must be restarted. For normal operation this variable may not be set to 0.

Example

The following example shows the evaluation for the past four days, illustrated in a DOS window or in a batch:

SET XSTAT_DAYSBACK=1 xstat_srv.exe SET XSTAT_DAYSBACK=2 xstat_srv.exe SET XSTAT_DAYSBACK=3 xstat_srv.exe SET XSTAT_DAYSBACK=4 xstat_srv.exe


Example Outputs for the xstat_srv Process

The following illustration shows TTrace outputs from the start of the xstat_srv process as well as an evaluation for topics, agent groups and agents.

D9197c 10:46:01.756 Report_xstat_srv D9198c xstat_srv version 50.9 2.0.0.3100 01-Sep-2010 startingD9199c 10:46:01.757 TC_General (AbsOrbNaming::resolve) success: resol-ved: /DefaultSystemName.System/db_srv.Server/DB.ObjectD9202c TT_Version ******************************************************************************* TT_Version * xstat_srv: 50.9 * TT_Version * Build: 2.0.0.3100, Date: 01-Sep-2010 * TT_Version *******************************************************************************D9205c 10:46:04.777 TC_General (AbsOrbNaming::resolve) success: resol-ved: /DefaultSystemName.System/utility.Server/ServerLogging.ObjectD9206c 10:46:04.780 Report_xstat_srv ctor StatToDo: new statistic, sta-tId=123, tRun=39300 tRepeatInterval=86400 will be run in 536 secD9207c 10:46:07.796 TC_General (AbsOrbNaming::resolve) success: resol-ved: /DefaultSystemName.System/lna_srv.Server/cc.Model/LNASrv.ObjectD9210c 10:46:07.800 Report_xstat_srv main: xstat_srv ready, statistics to do: 1D9211c 10:46:07.803 TC_General (AbsOrbNaming::resolve) success: resol-ved: /DefaultSystemName.System/statistic_srv.Server/SMStatServerEx.ObjectE0832c 10:55:03.030 Report_xstat_srv main: new runtime calculated: Sat Sep 04 10:55:00 2010E0833c 10:55:03.030 Report_xstat_srv main: doing statistic evaluation, sta-tId=123E0834c 10:55:03.047 Report_xstat_srv StatToDo::tmain: thread for statId=123 started and reporting ...E0835c 10:55:03.072 Report_xstat_srv StatToDo::FindXStatUser: didn't con-figure XStatUser123!E0836c 10:55:03.072 Report_xstat_srv ==> generate statistics for all Topics, Agents and AGs!E0839c 10:55:03.307 Report_xstat_srv StatToDo::tmain: doing Topic evalua-tion, statId=123E0844c 10:55:09.475 Report_xstat_srv xStatEvaluateSingleCounter: evaluating statId=123 time to get SM data=4 time to put XStat data=2E0847c 10:55:10.877 Report_xstat_srv StatToDo::tmain: doing AG evaluation, statId=123E0859c 10:55:12.447 Report_xstat_srv xStatEvaluateSingleCounter: evaluating statId=123 time to get SM data=2 time to put XStat data=0E0862c 10:55:12.749 Report_xstat_srv StatToDo::tmain: doing Agent evalua-tion, statId=123

Supplementary Notes


E0867c 10:55:15.714 Report_xstat_srv xStatEvaluateSingleCounter: evaluating statId=123 time to get SM data=3 time to put XStat data=0E0868c 10:55:15.918 Report_xstat_srv StatToDo::tmain: doing summary, sta-tId=123E0876c 10:55:16.033 Report_xstat_srv StatToDo::tmain: finished evaluations, statId=123E0883c 10:55:16.116 Report_xstat_srv StatToDo::tmain: reporting for sta-tId=123 finished and leaving the thread


Configuration in the UI

You need a user name and password in order to use the UI.

You can find the configuration for xstat_srv in the IP Office Contact Center UI under Administration Configuration. Proceed as follows:

1. Start the Configuration application.

2. Select Staff Planning Interface under System. The Settings for the Staff Planning Interface dialog box is displayed.

3. You can configure the following settings in the Time Settings tab.

4. You can add or delete counters for topics, agent groups and agents in the Topic, AG, Agent tab. A list shows the counters for the staff planning interface. The list shows only counters for topics with the task type telephony. You can select the desired counters.

5. You can have the list display names or abbreviations.

6. Click OK to save your settings.

Setting Explanation

Start time Shows the start time for the collection of statistics values. Use the format hh:mm (hours, minutes).

Duration Shows the duration for the collection of statistics values. Use the format hh:mm (hours, minutes).

Interval Shows the statistics interval for the collection of statistics. You have to enter either the calculated period of time for the statistics settings or a multiple of this value. Use the format hh:mm (hours, minutes).

Start calculation Shows the start of the calculation. You usually start the calculation at a low-load time, e.g. at night. Use the format hh:mm (hours:minutes).

Keep data for Shows for how long the data is kept in the IP Office Contact Center database (Xstat table). The data is overwritten after this period.

You must enter a time that is equal to or greater than two days, since otherwise the statistics created for the previous day the will be immediately deleted.

Supplementary Notes


Note about the INVISION Application

If you "cannot see" the tree in INVISION, this is because entries must be entered in the registry database on the client side.

Additional Notes for Expert Users

The following system variables are used:

The XStat server generates the report for the configured counters of all objects (topics, agents, agent groups). The objects can be allocated to a report starting with BCC 4.0 by means of a technical agent being created with the name XStatUser<statId>.

Example: XStatUser123 for standard statistics. Restriction: The Id must be three digits in length. The objects to be used for the respective report are determined by the agent's rights in the configuration UI.

System Variable Standard Explanation

XSTAT_BUFFERLIMIT 100000 Specifies the size of the Cobra packets in bytes with which the statistics data are written to the database.

XSTAT_DAYSBACK 0 One-time extraction of the statistics. See above.

XSTAT_HOURSBACK 0 One-time extraction of the statistics. See above.

PABXSHORTNAME_ENABLE

0 BCC 4.0Provides each phone number with the code of the associated PABX in order to clearly identify an entry in the system. Example: TK1_1400 for agents with phone number 1400 on the PABX "TK1."

Because names are used in the IP Office Contact Center (these are unique), this flag is superfluous.


Glossary

ACD ACD stands for Automatic Call Distribution.

AV AV stands for call distribution.

BCC BCC stands for Business Call Center.

DB server The database server manages the IP Office Contact Center system configuration.

Insert Inserts a table or several data records. Such a query is designated as an add query.

ODBC ODBC stands for Open DataBase Connectivity (Open Database Connectivity) and is a database driver, and therefore provides a programming interface (API) that enables a programmer to develop his application irrespective of the database server used (the database). The technology makes it possible to integrate data from any applications into a database system. This interface was originally developed for Microsoft Access, but in the mean time has also been adopted by other software manufacturers. ODBC has since been established as the standard in many fields.

Modern programming environments (e.g. Borland Builder) use ODBC to enable uncomplicated access to a wide range of different database management systems (using ready-made data-sensitive control elements). Data access is never made directly to a table or a database, but always via the corresponding (ODBC) component! Using ODBC it is possible to access any local or remote data source.

Classes that define methods for handling the data resources from different database systems are available for object-oriented programming languages (e.g. C++). The programmer no longer needs to worry about any database-specific details.

PDF PDF stands for Portable Document Format.

SQL SQL stands for Structured Query Language. SQL is a language used to query, update and administer relational databases.

Unicode Unicode is an international standard that defines a digital code for every meaningful character or text element of all known writing cultures and character systems over the long term.

UTF8 UTF-8 stands for 8-bit Unicode Transformation Format. UTF8 is the most widely distributed coding for Unicode characters.

VU VU stands for voice unit.

VU



Index

Index

AACD . . . . . . . . . . . . . . . . . . . . . . . 41ACW . . . . . . . . . . . . . . . . . . . . . .17, 24AES server . . . . . . . . . . . . . . . . . . . . 41Agent . . . . . . . . . . . . . . . . . . . . . . . 21Agent group . . . . . . . . . . . . . . . . . . . . 27Announcement . . . . . . . . . . . . . . . . . . 17ASA. . . . . . . . . . . . . . . . . . . . . . . . 41AV . . . . . . . . . . . . . . . . . . . . . . . . 41

BBCC . . . . . . . . . . . . . . . . . . . . . . . 41

CCntId . . . . . . . . . . . . . . . . . . . . . . . 14ColCmt . . . . . . . . . . . . . . . . . . . . . . 14ColName . . . . . . . . . . . . . . . . . . . . . 14Comments field . . . . . . . . . . . . . . . . . . 14Configuration . . . . . . . . . . . . . . . . . . . 38Connect . . . . . . . . . . . . . . . . . . . . . . 12Conversation time . . . . . . . . . . . . . . . . . 27Conversation times . . . . . . . . . . . . . . . . 23

DDelete. . . . . . . . . . . . . . . . . . . . . . . 29Duration. . . . . . . . . . . . . . . . . . . . . . 38

EEvaluation . . . . . . . . . . . . . . . . . . . .13, 32Evaluation interval . . . . . . . . . . . . . . . . . 30Evaluation Period . . . . . . . . . . . . . . . . . 29

FFunctionality . . . . . . . . . . . . . . . . . . . . . 5

GGlossary . . . . . . . . . . . . . . . . . . . . . 41

HHold time . . . . . . . . . . . . . . . . . . . . 5, 24

IInsert . . . . . . . . . . . . . . . . . . . . . . . 41insert . . . . . . . . . . . . . . . . . . . . . . . 15Installation . . . . . . . . . . . . . . . . . . . . . . 6Interface for staff planning. . . . . . . . . . . . . . 38Interval . . . . . . . . . . . . . . . . . . . . 29, 38INVISION . . . . . . . . . . . . . . . . . . . . . 39isql . . . . . . . . . . . . . . . . . . . . . . . . 15

JJob code. . . . . . . . . . . . . . . . . . 17, 24, 27

KKeep data for. . . . . . . . . . . . . . . . . . . . 38

OODBC . . . . . . . . . . . . . . . . . . . . .5, 6, 30ODBC Data Source Administrator . . . . . . . . . . . 7Open Database Connectivity . . . . . . . . . . . . 41overload . . . . . . . . . . . . . . . . . . . . . . 18

PPassword . . . . . . . . . . . . . . . . . . . . . . 7PDF . . . . . . . . . . . . . . . . . . . . . . . . 41Personnel planning system . . . . . . . . . . . . . 10Processes . . . . . . . . . . . . . . . . . . . . . . 5

RRestart. . . . . . . . . . . . . . . . . . . . . . . 11Ring time . . . . . . . . . . . . . . . . . . . 16, 21

SSpeech time . . . . . . . . . . . . . . . . . . . . 16SQL . . . . . . . . . . . . . . . . . . . . . . . . 41SQL statement . . . . . . . . . . . . . . . . . . . 31


Index

Start calculation . . . . . . . . . . . . . . . . . . 38Start time . . . . . . . . . . . . . . . . . . . . . 38StatId . . . . . . . . . . . . . . . . . . . . . .11, 14statId . . . . . . . . . . . . . . . . . . . . . . . 10Statistics counters . . . . . . . . . . . . . . . . . 16

TtDura . . . . . . . . . . . . . . . . . . . . . . . 13Time settings . . . . . . . . . . . . . . . . . . . 38tIntervall . . . . . . . . . . . . . . . . . . . . . . 13Topic . . . . . . . . . . . . . . . . . . . . . . . 16tRepeatInterval . . . . . . . . . . . . . . . . . . 13tRun . . . . . . . . . . . . . . . . . . . . . . . 13TSF . . . . . . . . . . . . . . . . . . . . . . . . 18tStart . . . . . . . . . . . . . . . . . . . . . . . 13

UUnicode . . . . . . . . . . . . . . . . . . . . . . 41UTF8 . . . . . . . . . . . . . . . . . . . . . . . 41

VVoice mails . . . . . . . . . . . . . . . . . . .18, 26Voice message . . . . . . . . . . . . . . . . . . 18VU . . . . . . . . . . . . . . . . . . . . . . .17, 41

WWait queue . . . . . . . . . . . . . . . . . . . . 17Wait time . . . . . . . . . . . . . . . . . . . .16, 18

XXAgents. . . . . . . . . . . . . . . . . . . . . . . 5XAGs . . . . . . . . . . . . . . . . . . . . . . . . 5xstat_srv . . . . . . . . . . . . . . . . . . 6, 10, 36XStatAGCntData. . . . . . . . . . . . . . . . . . . 5XStatAGCntIds . . . . . . . . . . . . . . . 5, 14, 27XStatAgentCntData . . . . . . . . . . . . . . . . . 5XStatAgentCntIds . . . . . . . . . . . . . . . . 5, 21XstatAgentCntIds . . . . . . . . . . . . . . . . . 14XStatControl. . . . . . . . . . . . . . . . . . . 5, 11XstatControl . . . . . . . . . . . . . . . . . . . . .11XStatData . . . . . . . . . . . . . . . . . . . . 5, 30XStatTopicCntData . . . . . . . . . . . . . . . . . 5XStatTopicCntIds . . . . . . . . . . . . . . 5, 14, 16XstatTopicCntIds . . . . . . . . . . . . . . . . . 14XTopics . . . . . . . . . . . . . . . . . . . . . . . 5

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