The Genesys Stat Server Real-Time Adapter gathers real-time statistics from the server and reports them to QueueManager.

Installation of the Genesys Stat Server Real-Time Adapter occurs during the Core Role Configuration of Callback installation. The adapter uses the Platform SDK provided by Genesys to collect real-time statistics for AgentsStaffed, AgentsAvailable, and CallsInAcd from the Genesys platform. The statistics are registered for each configuration object that is configured in the RTGroups table in the VHT_Config database (this table maps VirtualHold queues to Genesys configuration objects). The adapter receives the RTGroups information from VHQMWS upon startup.

Genesys sends the statistic value to the adapter on a configurable interval. The adapter then sends a message to QueueManager with the updated statistic information. When QueueManager receives these updates, it updates the queue statistics internally so that it can make decisions based on the new values, and also update the real-time view (QueueWatch).

When the adapter starts up, it pulls the QueueVariable NumAgents for all of the queues configured for real-time statistics. When the service is shutdown, the last message sent to QueueManager will be the default statistic values: AgentsStaffed = NumAgents; AgentsAvailable = 0; CallsInAcd = 0.

The adapter supports connecting to and sending messages to a primary and secondary QueueManager. The messages always attempt to send to the primary QueueManager first and if unsuccessful, the message send to the secondary QueueManager. See vhtCommunication for more information on how to configure this setting.

The adapter uses the Platform SDK's Warm Standby Application block which connects to any number of Genesys Statistics Server instances and manages the connections. When a connection is closed and another connection is opened, the adapter registers with the newly connected Statistic server to start receiving statistics.

Perform configuration of the Genesys Stat-Server Real-Time Adapter in the Genesys Stat Server Real-Time Adapter Configuration in the VHT_Config database.