Administering Queues, Logs, and Tasks

This chapter discusses how to:

• Administer physical queues.

• View queue server, queue, and agent states.

• View broadcast, chat, and event logs.

• Administer overflow and escalated tasks.

Administering Physical Queues

To administer physical queues, use the Physical Queues (MCF_ACCPT_TASK_CMP) component.

This section discusses how to:

• Move agents between physical queues.

• Move queues.

• Balance queues.

Pages Used to Administer Physical Queues

Moving Agents Between Physical Queues

Access the Move agent page using the following navigation path:

PeopleTools, MultiChannel Framework, Universal Queue, Administration, Physical Queues, Move agent

You can move an agent, and any open persistent tasks that are associated with that agent, from one physical queue in one cluster to another physical queue in another cluster on the same logical queue.

Note. Ongoing chat sessions, which are not persistent tasks, are not affected by the move agent action.

Moving Queues

Access the Move queue page using the following navigation path:

PeopleTools, MultiChannel Framework, Universal Queue, Administration, Physical Queues, Move queue

You can move all agents and their open persistent tasks from one physical queue to another physical queue within the same logical queue. For example, to delete a physical queue, move its agents and persistent tasks to another queue before deleting the first queue. Or, if the cluster serving this physical queue is overloaded, you can create another physical queue on another cluster, mark the first physical queue as inactive, create another physical queue on another cluster and move agents and persistent tasks from the inactive physical queue to the new physical queue.

See Also

Defining Queues

Balancing Queues

Access the Balance queue page using the following navigation path:

PeopleTools, MultiChannel Framework, Universal Queue, Administration, Physical Queues, Balance Queue

Over time, the distribution of agents and their associated skill levels, languages, and so on, across the physical queues belonging to a logical queue may change as agents are added or deleted. Rather than manually rebalancing the queue by moving individual agents, you can use the Balance queue page to randomly reassign agents and their open persistent tasks across all the active physical queues belonging to the selected logical queue.

Viewing Queue Server, Queue, and Agent States

To view queue server state, queue state, and agent state, use the Queue Server State (MCF_QSERVSTATE_CMP), Queue State Summary (MCF_QUEUESTATE_CMP), and Agent State Summary (MCF_AGENTSTATE_CMP) components.

This section discusses how to:

• View the queue server state.

• View the queue state summary.

• View the agent state summary.

Pages Used to View Queue Server, Queue, and Agent States

Viewing the Queue Server State

Access the Queue Server State page using the following navigation path:

PeopleTools, MultiChannel Framework, Universal Queue, Administration, Queue Server State

The Queue Server State page displays cumulative diagnostic totals for the selected queue server, at the selected time, across all physical queues serviced by this queue server. Cumulative totals are reset after each state dump.

This state information comprises statistics to measure load and throughput that can be analyzed and used for tuning the system. For example, if counts are high, consider adding another physical queue to balance the load.

The state stamps are inserted for every primary queue server by cluster at configurable intervals, irrespective of user activity. You configure the intervals on the Cluster Tuning page.

Viewing the Queue State Summary

Access the Queue State Summary page using the following navigation path:

PeopleTools, MultiChannel Framework, Universal Queue, Administration, Queue State Summary

The Queue State Summary page displays cumulative diagnostic totals for the selected physical queue.

This state information comprises statistics to measure load and throughput that can be analyzed and used for tuning the system. For example, if counts are high for this queue, consider adding another physical queue to balance the load.

The state stamps are inserted for every physical queue at configurable intervals, irrespective of user activity. The intervals are configured on the Cluster Tuning page.

Viewing the Agent State Summary

Access the Agent State Summary page using the following navigation path:

PeopleTools, MultiChannel Framework, Universal Queue, Administration, Agent State Summary

The Agent State Summary page displays cumulative totals for the selected agent.

This state information comprises statistics to measure agent performance and status that can be analyzed and used for performance evaluation.

The state stamps are inserted for every agent at configurable intervals, irrespective of user activity. State is only recorded for agents currently logged on. The intervals are configured on the Cluster Tuning page by setting the dumpinterval. Enable agent logging by setting dumpagent to yes.

An agent state of Active indicates the agent is available; Inactive indicates the agent is not available.

Note. On a busy system, recording state information frequently may slow performance.

See Also

Tuning Cluster Parameters

Viewing Broadcast, Chat, and Event Logs

To view broadcast, chat, and event logs, use the Broadcast Log (MCF_BCAST_LOG_CMP), Chat Log (MCF_CHAT_LOG_CMP), and Event Log (MCF_EVENTLOGL_CMP) components.

This section discusses how to:

• View broadcast logs.

• View chat logs.

• View event logs.

• View PeopleSoft MCF logs.

Pages Used to View Broadcast, Chat, and Event Logs

Viewing Broadcast Logs

The broadcast log page displays detailed information about any broadcast messages that were sent.

Access the Broadcast Message Log page using the following navigation path:

PeopleTools, MultiChannel Framework, Universal Queue, Administration, Broadcast Log

You can also access the Broadcast Message Log page by searching by message number, queue ID, or REN cluster ID.

Note. To view the broadcast logs, set log_broadcast to Yes on the Cluster Tuning page. For this parameter to take effect, click Refresh logging parameters on the Cluster Notify page.

See Also

Using PeopleSoft MCF Broadcast

Viewing Chat Logs

Access the Chat page using the following navigation path:

PeopleTools, MultiChannel Framework, Universal Queue, Administration, Chat Log

If enabled, this log records the contents and events of every chat session.

To enable chat logging, set log_chat_ses to yes on the Cluster Tuning page. For this parameter to take effect, click Refresh logging parameters on the Cluster Notify page.

Details Tab

Access the Details tab of the Chat Page using the following navigation path:

PeopleTools, MultiChannel Framework, Universal Queue, Administration, Chat Log, Details

The Details tab displays detailed information about the selected chat conversation.

Viewing Event Logs

Access the Event Log page using the following navigation path:

PeopleTools, MultiChannel Framework, Universal Queue, Administration, Event Log

Domain	The application server domain on which this event occurred.
Time event logged to DBMS	The time that this event was recorded in the database.
Event Type	The type of event, as described in the table that follows.
Task Type	The type of task for this event: chat, email, or generic. CTI events are logged in the CTI event log.

The event log records PeopleSoft MultiChannel Framework events sent to the real-time event notification (REN) server, excluding chat content (which is logged in the chat log). The event log can be used for debugging as well as for system monitoring. For example, you can determine when agents log in and log out, or when the queue server was first notified of newly enqueued events.

Data displayed in the event log depends on the event type. Not all fields apply to every event.

To enable logging of state broadcast events, set logDMPQ to yes on the Cluster Tuning page. For this parameter to take effect, click Refresh logging parameters on the Cluster Notify page.

Time is displayed and searched on in the format MM/DD/YYYY HH:MM:SSA/PM.

The following table lists possible event types:

The following table lists event logs:

Viewing PeopleSoft MCF Logs

Diagnostic PSUQSRV and PSMCFLOG traces are written to the log directory of each application server domain. The trace level is determined by the LogFence setting in the domain configuration. You can set the LogFence parameter with PSADMIN configuration of the application server domain. The following table lists LogFence setting values:

Administering Overflow and Escalated Tasks

To administer overflow and escalated tasks, use the Overflow Administration (MCF_OVERFLOWL_CMP) and Escalation Administration (MCF_ESCAL_CMP) components.

This section discusses how to:

• Administer overflow tasks.

• Administer escalated tasks.

Pages Used to Administer Overflow and Escalated Tasks

Administering Overflow Tasks

Access the Overflow Tasks page using the following navigation path:

PeopleTools, MultiChannel Framework, Universal Queue, Administration, Overflow Admin (overflow administration)

Use this page to manage tasks that could not be assigned to an agent within the specified overflow timeout.

Administering Escalated Tasks

Access the Escalation Tasks page using the following navigation path:

PeopleTools, MultiChannel Framework, Universal Queue, Administration, Escalation Admin (escalation administration)

Use this page to manage accepted persistent tasks that were automatically unassigned from agents because they were not closed within the specified escalation timeout. Tasks can be resubmitted or closed.