What is the Statistics API?

The Statistics API contains real-time data of the various queues and interactions tracked by Callback. The data includes:

• Number of pending callbacks
• Number of callers holding on the ACD
• Number of callers registering a callback

The Statistics API is a required application always installed on each Management Instance server in a Callback solution.

Architecture Overview

Details on each connection point:

1. The QWatch Client will generate text files containing all real-time data it collected from Queue Manager.
2. The QWatchWS web service will read the files generated by the QWatch Client.
3. The Statistics API will call the QWatchWS web service to retrieve the current real-time statistics.
4. The Dashboards UI will call the Statistics API to display the real-time data.
5. The Statistics API will calls the VHQMWS web service to delete callbacks that were canceled by a user in Dashboards.