KPI Measuring and Monitoring Tool for Contact Centers

Question

Dear all,
One of our customers using UCCE asked us for an  automatic tool that can monitor and measure the global contact center  KPI and availability including the following :
- ICM/IPCC
- CVP
- CallManager
Any suggestions?
Thanks for all.

Answer 1

I have an app that logs the execution time of all DataWindow retrieves in a table. I can then run a report that tells me which ones are slow. The base DataWindow object captures the start time in the retrievestart event and the retrieveend event inserts a row into a table with the DataWindow name datetime and elapsed time. I use the QueryPerformanceCounter Win API function to get sub-second timing.
Something like this:
External Functions:
Function boolean QueryPerformanceFrequency(Ref Double lpFrequency) Library "kernel32.dll"
Function boolean QueryPerformanceCounter(Ref Double lpPerformanceCount) Library "kernel32.dll"
Instance variables:
Double idbl_frequency
Double idbl_start
Constructor event:
QueryPerformanceFrequency(idbl_frequency)
Retrievestart event:
QueryPerformanceCounter(idbl_start)
Retrieveend event:
Double ldbl_stop
Dec{6} ldec_elapsed
QueryPerformanceCounter(ldbl_stop)
ldec_elapsed = (ldbl_stop - idbl_start) / idbl_frequency
INSERT INTO RETRIEVAL_ACTIVITY_LOG
           ( DATAWINDOW_NAME, RETRIEVE_DATETIME, ROW_COUNT, ELAPSED_TIME )
    VALUES ( :this.DataObject, getdate(), :rowcount, :ldec_elapsed );