4. Administration‎ > ‎C. Settings‎ > ‎

2. Logging

By:        Mark Kleinschmidt
Date:    02/23/2011
Rev.:    02/23/2011
 
OVERVIEW
Queue Manager has the capability to log chat sessions with or without the conversation recorded.  It then has a report feature that allows management to monitor the use and effectiveness of the queues and experts working with them.  The logging tab in the ADMIN/Settings defines the connection to the logging database.
 
Before you can set up this connection there are certain prerequisites that need to be done:
3. Have a database userid and password for Queue Manager to use to connect to the database.
NOTE:  To use the Measurements and Reporting features of Instant Queue Manager, you will also need to install the ITMeasure.NSF database.
 
GETTING THERE
 To configure the logging, you need to to click on the ADMIN tab in the Main tab bar.  Then click on Settings and finally click on the Logging tab on the Settings tab bar.
 
 
FIELDS AND ACTIONS
The basic default view for the panel is that for a connection to a Lotus Domino database.  The panel for a MySQL database will follow after the Domino instructions.
 
Source for Logging - Instant Queue Manager can log conversations to different databases.
 
The default setting is the Lotus Domino.  MySQL will be discussed following the Domino discussion.
 
Logging database - Default:  ITQLogs.nsf. - This is the name of the logging database as it resides on the Domino Server.  You should use the same name as that used to install the database.  It is important to note that this just the name of the database without any server definition.  That will be done in the next field.
NOTE:  Do not confuse the ITQLogs database with the ITMeasure database.  ITQLogs holds the data.  ITMeasure holds the reports that use and display the data. The two work together to bring you powerful reports that help you manage your queues and experts.
Server - This is the simple name of the server without the "http://" and the database name.
 
User Name - This is the username that Instant Queue Manager will use to connect to the database.  See the installation documentation for information on how it needs to be set up.
 
Password - This is the password for the above username.
 
Include conversation text - If this field is set to yes, the entire conversation between the expert and the visitor is recorded.  If it is set to no, then only certain statistics are recorded that are used for statistical reporting.
 
Log Short names for Expert and Customer when logging - Domino/Sametime userids frequently have additional information attached to them.  With this option set to "yes", only the expert's and customers name will be logged.  The rest of the information will be truncated. 
 
MySQL
If the Source for Logging is set to MySQL, the panel will change to look like:
 
 
User Name - This is the username that Instant Queue Manager will use to connect to the database.
 
Password - This is the password for the above username.
 
IP Address - This is the IP Address for the MySQL database server.
 
Port - This is the port that the server is watching for data requests.  Both the IP Address and Port will be available from your database administrator.
 
Include conversation text - If this field is set to yes, the entire conversation between the expert and the visitor is recorded.  If it is set to no, then only certain statistics are recorded that are used for statistical reporting.
 
Log Short names for Expert and Customer when logging - Domino/Sametime userids frequently have additional information attached to them.  With this option set to "yes", only the expert's and customers name will be logged.  The rest of the information will be truncated. 
 
ACTIONS
 
Update - Clicking this button will commit the changes to the Queue Manger database.  This step must be done before the changes will take effect.
 
HOW TO...
To be added as processes become available.
 
TROUBLESHOOTING
To be added as issues and steps to resolve become know. 
 
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