Server Performance Metrics

Use

Sinch Contact Pro servers can provide performance metrics to Solution Manager Diagnostics (SMD) or as Windows performance counters. In Solution Manager Diagnostics, the metrics is made available to Wily Introscope performance monitoring, and the Windows performance counters can be consumed with any suitable tool, such as Windows Performance Monitor.

In both cases, the metrics are identified by combination of host, virtual unit, server component, and performance counter names. In Wily Introscope, the metrics are available in its structural views. In Windows, the counters are found under Sinch Contact Pro counters, where each counter instance has the naming convention virtual unit.component\counter . Note that possible slashes ( / ) in the counter names in Wily Introscope are replaced with backslashes ( \ ) in Windows performance counter names.

example:

A CEM server counter AGENT/Current/Logins in CEM instance running in the virtual unit VU_CORE would be named as VU_CORE.Cem\AGENT\Current\Logins.

Prerequisites

To install the Wily Introscope monitor, see appropriate Wily installation instructions.

Procedure

Note:

The Windows registry parameters UseNCS, NcsPath and UseWinPerf can be set on virtual unit or module level in registry and they are applied accordingly.

Configuring Sinch Contact Pro for Wily monitoring:

Locate the SMD directory under the local HAC virtual unit that contains files ncs.dll, sapcpp47.dll and ncs.conf, for example: C:/SAP/ContactCenter/VU/MyHACNode/SMD.
For the minimum configuration:
- Define in the ncs.conf file the following items:
  
  agent_host: DNS name/IP address
  
  agent_port: port number
- In Windows registry, set string type value HKLM\SOFTWARE\Wicom\NcsPath to contain the above-mentioned path to the directory with the ncs.dll.
- In Windows registry, set DWORD type value HKLM\SOFTWARE\Wicom\UseNCS to 1.

Configuring Sinch Contact Pro Performance Counters for Windows:

Right-click the HAC node and choose Performance Metrics > Install SAP Contact Center Performance Counters for Windows.
In Windows registry, set DWORD type value HKLM\SOFTWARE\Wicom\UseWinPerf to 1.
Restart the server component for the changes of the above configuration parameters to take effect.

Metrics from All Server Modules

All Sinch Contact Pro server modules provide the counters in the following table. Some servers produce specific counters in addition to these, those are listed in the sections below.

Table 1. All Server Modules
Counter	Description
LogErrorCount	Total count of error-lines in trace logs since component restart
LogWarningCount	Total count of warning-lines in trace logs since component restart

Generic Metrics from Servers

The following counters were introduced with BCMAPI2 that was adapted to Agent Server in SP08, to Directory Server and Integration Interfaces in SP09, and to Batch Job Server, Call Dispatcher, Chat Server, External Terminal Controller (ETC), and Terminal Server in SP10.

Table 2. Generic Counters
Counter	Description
BcmApi/Cache/Lookups	Number of ID-to-object-map lookups in the shared cache. This counter tells best about the effectivity of the cache, as well as the related BcmApi/Cache/Finds, Cache/Missed/Objects, and BcmApi/Cache/Missed/Fields.
BcmApi/Cache/Finds	Number Find…() operations to shared cache.
BcmApi/Cache/Added	Number of objects added to shared cache.
BcmApi/Cache/Removed	Number of objects removed from the shared cache.
BcmApi/Cache/Missed/Objects	Number of missed objects looked up from the cache.
BcmApi/Cache/Missed/Fields	Number of missed fields of objects looked up from the cache.
BcmApi/Objects/Created	Number of concrete objects created into memory.
BcmApi/Objects/Deleted	Number of concrete objects deleted from memory.
BcmApi/Objects/InMemory/Shared	Total number of concrete objects in memory. This is the most important counter to follow memory utilization.
BcmApi/Objects/InMemory/Proxy	Total number of proxy objects in memory.
BcmApi/ArrayItems/Created	Number of array field items created into memory.
BcmApi/ArrayItems/Attached	Number of array field items actually added to an array field.
BcmApi/ArrayItems/Deleted	Number of array field items deleted from memory.
BcmApi/DeserializeXml/Time	Total time in milliseconds spent in deserializing objects from XML.
BcmApi/DeserializeXml/Count	Number of objects deserialized from XML.

Metrics from CEM Server

CEM server produces the following counters. Metrics are specific to CEM though BCMAPI2 is adapted to CEM as well in SP09.

Table 3. Counters on CEM Server
Counter	Description
CONTACTS/Total/CallOut	Total number of call outs since CEM was started. Contains all kinds of outgoing calls, for example consultation calls, calls to MTD terminal, and join transfer calls.
CONTACTS /Current/CallOut	Current number of call outs. Contains all kinds of outgoing calls, for example consultation calls, calls to MTD terminal, and join transfer calls.
CONTACTS /Total/WCDCallIn	Total number of incoming calls since CEM was started. This contains only incoming calls coming from Call Dispatcher.
CONTACTS /Current/Calls	Current number of calls. Contains all kinds of outgoing calls and incoming calls that are coming from or going to Call Dispatcher.
CONTACTS /Current/CallIn	Current number of incoming calls. This contains also calls transferred internally in CEM from application to other.
CONTACTS /Current/Chats	Current number of chat requests.
CONTACTS /Total/Chats	Total number of chat requests since CEM restart.
CONTACTS/Total/Activities	Total number of e-mail and Action Item routing requests since CEM was started.
CONTACTS/Current/Activities	Current number of active e-mail and Action Item routing requests.
AGENTS/Total/Logins	Number of agents logged on since CEM was started. Contains CMC, ETC, and external agents too.
AGENTS/Current/Logins	Number of agents currently logged on. Contains CMC, ETC, and external agents too.
RESOURCES/Current/DynamicThreadsFree	CEM uses dynamic thread pool for state machines. This is the current number of the free threads in the pool.
RESOURCES/Current/DynamicThreadsUsed	CEM uses dynamic thread pool for state machines. This is the current number of the used threads in the pool.
RESOURCES/Current/Components	Number of internal CEM StateMachine components.
RESOURCES/Current/InternalComponents:	RESOURCES/Current/Components
RESOURCES/Current/PythonThreadsTotal	RESOURCES/Current/DynamicThreadsFree + RESOURCES/Current/DynamicThreadsUsed
RESOURCES/Current/UnallocatedEventsQueue	Number of unallocated contacts in queue.

Table 4. Error Counters on CEM Server
Counter	Description
ERR/Error	Number of error lines (ERR>) written to trace log file since CEM started.
ERR/Exception	Number of exception (EXC>) lines written to trace log file since CEM started.
ERR/Warning	Number of exception (WRN>) lines written to trace log file since CEM started.
ERR/CallInRejected	Calls CEM has rejected for technical reason, like Congestion, unknown number etc.
ERR/Connection/ODBC	Number of errors when accessing database.
ERR/Connection/AgentServer	Number of errors in connection to AgentServer. May contain also other errors disturbing the connection with the component.
ERR/Connection/DataCollector	Number of errors in connection to DataCollector. May contain also other errors disturbing the connection with the component.
ERR/Connection/CallDispatcher	Number of errors in connection to CallDispatcher. May contain also other errors disturbing the connection with the component.
ERR/Connection/ChatServer	Number of errors in connection to ChatServer. May contain also other errors disturbing the connection with the component.
ERR/Connection/CemServer	Number of errors in connection to other CEM servers. May contain also other errors disturbing the connection with the component.
ERR/Connection/AgentLost	Agent terminal (for example CDT) connection lost without proper shutdown events.
ERR/Connection/AgentRecovery	Recovery from unexpected agent terminal connection breakage.

Table 5. Timers on CEM Server
Counter	Description
TIMER/OneSecondSleep	How long one second sleep takes in CEM. As Python interpreter actually can execute only one thread at a time this timer tells pretty well about the current load on CEM server.
TIMER/Connection/PollChangeTrack	Timer for executing query for new records in the ChangeTrack table.
TIMER/Connection/GetAgentData	Timer for reading agent data from database.
TIMER/Connection/SOAPCall	Timer for SOAP calls to external services.

Metrics from Chat Server

Table 6. Timers on Chat Server
Counter	Description
CHS_CurrentDiscussions, HS_CurrentInstantMessageDiscussions	Current number of discussions (normal and instant=agent-to-agent).
CHS_TotalDiscussions, CHS_TotalInstantMessageDiscussions	Total number of discussions (normal and instant=agent-to-agent).
CHS_TotalMessages	Total number of posted client-to-agent chat comments.
CHS_TotalInstantMessageMessages	Total number of posted agent-to-agent chat comments.
CHS_TotalDiscussionsRejectedNoSubscription	Number of discussions rejected, no valid subscription found.
CHS_TotalDiscussionsAcceptedByAgent	Number of discussions accepted by agent.
CHS_TotalDiscussionsRejectedByAgent	Number of discussions rejected by agent.
CHS_TotalDiscussionsRerouted	Number of discussions rerouted by CEM.
CHS_TotalErrorsReported	Number of errors.
MessagesSentDirectlyAS	Number of messages sent normally (no buffering).
CHS_NetworkDisconnections	Number of lost connections.
CHS_NetworkConnections	Number of connections and reconnections.
CHS_MaxQueuedMessages	Maximum size of the internal message queue.
CHS_MaxQueuedDatabaseMessages	Maximum size of the internal database message queue.

Added in SP08.

Metrics from Media Routing Server

Table 7. Counters on Media Routing Server (MRS)
Counter	Description
MRS_Active_Promps	Number of prompts that MRS is currently playing
MRS_HUBs_in_use	Number of MRS hubs that are currently in use for ongoing calls
MRS_Recordings	Number of recordings MRS is currently performing

Metrics from SBR

Table 8. Counters on SIP Bridge (SBR)
Counter	Description
SBR_CurrentCalls	Number of current calls
SBR_CurrentIncomingCalls	Number of incoming calls currently ongoing
SBR_CurrentOutgoingCalls	Number of outgoing calls currently ongoing
SBR_RejectedIncomingCalls	Total number of rejected incoming calls since component restart