Status

This dialogue contains important information about your system configuration, performance and usage.

Info Tab

The Info Tab shows the following system information:

  • novomind iAGENT Version
  • novomind iAGENT build date
  • Java provider
  • Java Version
  • Java Mail API Version
  • Database Provider
  • Database JDBC Version
  • Operating System
  • Default Locale
  • Default Timezone
  • Software installation date

System Parameters Tab

Displays the following information:

  • Process ID
  • Memory usage
  • Maximum memory
  • Free memory
  • Number of CPUs
  • Current number of threads
  • Max. Number of Threads (Peak) – What is the maximum number of threads used simultaneously since the last iAGENT service start?
  • Worker Threads (Number)
  • Total number of started threads – Shows the total number of started threads – even if they have been terminated in the meantime.
  • Number of objects in the cache – master data + transaction data
  • Maximum number of mails in the backlog – Shows the maximum number of mails that can be in the backlog. When this limit is reached, the fetching of new mails is stopped until some mails have been processed and thus the backlog has become smaller.
  • Maximum backlog size – shows the limit in megabytes that the backlog can accept. If this limit is reached, the fetching of new mails is stopped until some mails have been processed and thus the backlog has become smaller.
  • System last started on – The last iAGENT service restart.

Processes Tab

Displays the iAGENT processes with their status.

iAGENT Core processes include the following information:

    • Status (green/red) – indicates if the process is running. If the light is red, this means, that there are connection problems. A warning sign might also appear next to this indicator, if there is a configuration issue like a wrong host name in the system paramenters is present.  
    • Process ID
    • Client ID – unique process ID of the core process. 
    • Start time 
    • IP adress of the server on which the core process is running
    • Accounts (Active) – shows the number of active inbox accounts that are queried recurrently by the Core service for new mails.
    • Max memory
    • Account or protocol errors – shows the number of errors that occurred while retrieving the inbound accounts.

iAGENT Desk processes include the following information:

      • Status (green/red) – indicates if the process is running. If the light is red, this means, that there are connection problems.
      • Process ID
      • Client ID – unique process ID of the desk process (important in case of several desk processes running in parallel). 
      • Start time 
      • IP address of the server on which the desk process is running. 
      • Context
      • Max Memory
      • Agents online – number of agents logged on this iAGENT Desk node. In case of multiple desk processes, the agents can be divided among the different processes.

Chat Agent Processes include the following information:

  • Status (green/red) – indicates if the process is running. If the light is red, this means, that there are connection problems.
  • Process ID
  • Client ID 
  • Start time 
  • IP address of the server on which the chat process is running. 
  • Context
  • Max Memory
  • Agents online – number of agents logged on this iChatAgent. In case of multiple desk processes, the agents can be divided among the different processes.

Chat REST Processes include the following information:

  • Status (green/red) – indicates if the process is running. If the light is red, this means, that there are connection problems.
  • Process ID
  • Client ID 
  • Start time 
  • IP address of the server on which the chat rest process is running. 
  • Max Memory

iAGENT SOLR Processes include the following information:

  • Status (green/red) – indicates if the process is running. If the light is red, this means, that there are connection problems.
  • Process ID
  • Client ID 
  • Start time 
  • IP address of the server on which the process is running. 
  • Max Memory

iAGENT Reporting Process include the following information:

  • Status (green/red) – indicates if the process is running. If the light is red, this means, that there are connection problems.
  • Process ID
  • Client ID 
  • Start time 
  • IP address of the server on which the process is running. 
  • Max Memory

Database Statistics Tab

Shows information about the database

  • DB pool size (workflow): Maximum number of connections for critical operations (e.g. workflow).
  • DB Pool Size (Reports): Maximum number of connections exclusively for reports.
  • DB pool size (Call): Maximum number of connections exclusively for calls.
  • SQL Timeout (Worklow) [sec]: The database timeout for SQL executions from the workflow area in seconds.
  • SQL Timeout (Reports) [sec]: The database timeout for SQL executions from the Reports section in seconds
  • SQL Timeout (Call) [sec]: The database timeout for SQL executions from the Call area in seconds.
  • Active connections. The number of active connections to the database from iAGENT.
  • Read – Average duration of a typical, frequently used read access in routing in milliseconds. This should be in the single digit ms range.
  • Write – Average duration of a typical, frequently used write access in routing in milliseconds. This should be well below 50ms.
  • Sequence – Average duration of determining the next free number from sequences required for routing. Values in the range of up to 20ms are considered acceptable.
  • Average Wait Time – The average wait time per database access to a free database connection (see DB Pool Limit).
  • Total number of waits – The number of database accesses that had to wait for a free database connection (see DB Pool Limit).

Cache Statistics Tab

Overview of number and type of master data entities and transaction data entities including their storage

API Statistics Tab

Shows information about used Public API. This page can be used to detect bottlenecks that can lead to performance impairments in the iAGENT system.

The table displays all uses of the iAGENT Java APIs. The values displayed in the table have tooltips that show the Java package path (if applicable).

Table columns:

  • API name (+tooltip): the name of the extensionpoint that was used. If an extension point of the private API was used that is deprecated, it will be shown crossed out as an indication that something urgently needs to be changed here.
  • API function: The name of the function that was used.
  • Plugin (+Tooltip): Class in the app that uses this extensionpoint.
  • Count: Number of function calls this app has made since activation or last iAGENT service restart.
  • Duration (max.): Maximum duration of one of these function calls in milliseconds. Colors red if a tooltip with the stack trace of the function call is available for better analysis.
  • Duration (average): Shows the average duration of these function calls by this app. The background colors of the column are automatically adjusted: Green if the recommended value per function call / extension point (see tooltip) was not exceeded. Yellow if this value has been exceeded but has not yet doubled in duration. Red if the the recommended value has doubled.
  • App: The icon of the app that triggered this line.

Queues Tab

Overview of utilization, delays, blockades etc. of the internal event queues

Features Tab

The following functions are supported on this dialog:

  • Reset text module statistics:
    The frequency of using the text modules is counted in a statistic (“Administration” -> “Answers” -> “Text modules”). This button can be used to reset the statistics.
  • Update templates:
    Changes to templates at the file level are applied to the supervisor (the view in the “Templates” menu is updated) and transferred to the novomind iAGENT Desk.
  • Reset database statistics:
    Resets the statistics displayed on the “Database Statistics” tab to 0 and starts determining the average values again. This should be used when configurations have been made that are hoped to improve access times.
  • Update knowledge base:
    After making changes to the iAGENT knowledge base directly on the file system of the iAGENT web server, the most current knowledge base can be activated from this button.
    This will discard the template versions cached for all supervisors that have not yet been saved to the server with Apply Changes.
  • Reset API statistics:
    Resets the statistics displayed on the “API Statistics” tab to 0 and starts determining the average and maximum values again. This should be used when changes have been made to apps that are hoped to improve access times.
  • Trigger GC manually
    Java is designed to determine on its own at times that objects in memory are no longer needed and then clears them. This process can also be triggered manually using this button. The result can then be checked on the “System parameters” tab (e.g. value at “Number of objects in cache”).
  • Send message to agents
    Opens a dialog for entering an individual message that will be sent to all logged-in agents without reply option. Well suited if an unplanned system restart has to be performed – so that the agents still have the opportunity to save their work states and log off in a controlled manner.

    Possible notification types are (available starting from the version 12.42):

    – Desktop: A browser-based notification appears in the Windows taskbar.
    – Growl: A small notification window appears in the upper-right corner of iAGENT Desk.
    – Alert: An information box appears in the center of the screen. The window can be closed by clicking the OK button.
    – Banner: A new colored line appears above the top header of iAGENT Desk.

  • Trigger thread dump
    For some analyses it is helpful to provide a thread dump. This can be generated via the button. The resulting file is then available on the web server file system.
  • Recalculate Nobusinesstime 
    This function allows you to recalculate the “ARCHIVE”.“NOBUSINESSTIME” to ensure that the reports display the correct opening hours. This is useful, for example, if the opening hours were not calculated correctly due to holidays. A dialog box will open where you can enter the start and end dates as well as (optionally) a category. All completed emails (status = finished) are taken into account. If no category is entered, the recalculation is performed for all categories. Only one recalculation can be performed at a time. If a process has already been started by a user, no further process can be triggered by other users. This function must be enabled via the system parameter “show.correctNoBusinessime.button” (=true).

License Status Tab

Shows information about the current iAGENT license as well as relevant usage statistics in this context.

  • Owner: The license owner registered on the license.
  • Your license is valid until: Expiration date of the license. Shortly before this date occurs, a corresponding hint message will be displayed after logging into the Supervisor. The license must be replaced with a new one before it expires. If your system is operated as Software as a Service (SaaS), the operator of the system will take care of this.
  • Your license allows: Maximum number of received requests per month. After reaching this limit, fetching new request from the configured inbound accounts will be stopped. The fetching will then resume only in the next month.
  • Your license allows: Maximum number of agents logged into the system at the same time. If this value is reached, no further login by agents will be accepted and the login will be rejected. Login is then only possible after prior logout of logged in agents.
  • Maximum number of simultaneously logged in agents today: Statistical value about the maximum number of simultaneously logged in agents on the day today as of 0:00.
  • Maximum number of concurrently logged in agents last 7 days: Statistical value about the maximum number of concurrently logged in agents within the last 7 days (from today 00:00 o’clock 7 days into the past).
  • Maximum number of concurrently logged in agents last month: Statistical value about the maximum number of concurrently logged in agents within the last month (from today 00:00 30 days in the past)
  • Maximum number of concurrently logged in agents last 3 months: Statistical value about the maximum number of concurrently logged in agents within the last 3 months (from today 00:00 o’clock 90 days in the past)