Prometheus Metrics Hybrid Chat

Some Hybrid Chat components expose metrics for Prometheus. These metrics can be plotted using Grafana or any other dashboard that supports Prometheus data source.

The details of currently available Prometheus Metrics are below:

Channel Manager

The Channel Manager 3.x exposes the following metrics for Prometheus:

	Metric	Request Direction	URL	Name	Tag Filter	Calculation Formula	Alarming	Description
1	Total Inbound Requests Count per Channel	INBOUND	`/ccm/actuator/prometheus`	`http_server_requests_seconds_count`	Filter using `uri` tag to detect channel			The total number of messages received by the Channel Manager for every configured channel since the last restart. See URI mapping in the below table for filtering the channel.
2	Failed Inbound Requests Count	INBOUND	`/ccm/actuator/prometheus`	`http_server_requests_seconds_count`	Filter using `uri` tag to detect channel AND Filter using `status != 200` tag to detect failed requests			The total number of messages for every configured channel that the Channel Manager failed to process since the last restart. See URI mapping in the below table for filtering the channel.
3	Successfully Processed Inbound Requests Count	INBOUND	`/ccm/actuator/prometheus`	`http_server_requests_seconds_count`	Filter using `uri` tag to detect channel AND Filter using `status = 200` tag to detect failed requests			The total number of messages for every configured channel that the Channel manager successfully processed since the last restart. See URI mapping in the below table for filtering the channel.
4	Average Process Duration for Inbound Requests	INBOUND	`/ccm/actuator/prometheus`	`http_server_requests_seconds_sum` AND `http_server_requests_seconds_count`	Filter using `uri` tag to detect channel	`rate(http_server_requests_seconds_sum[5s])/ rate(http_server_requests_seconds_count[5s])`	≥ 5 seconds	Average process duration that the Channel Manager took to process receiving inbound requests since last 5 seconds. See URI mapping in the below table for filtering the channel.
5	Total Outbound Messages Count per Channel	OUTBOUND	`/ccm/actuator/prometheus`	`{channel}_outbound_request_total`	Filter using {`channel}` name			The number of outbound messages processed by the Channel Manager since the last restart. See {`channel}` mapping in the below table for filtering the channel.
6	Successfully Processed Outbound Requests Count	OUTBOUND	`/ccm/actuator/prometheus`	`{channel}_outbound_successful_request_total`	Filter using {`channel}` name			All messages delivered by the Channel Manager to the specified channel since the last restart. If and when the Channel Manager cannot send a message, it will either retry (increasing failure retries) or will mark the message as invalid (increasing invalid messages count). See {`channel}` mapping in the below table for filtering the channel.
7	Total Invalid Outbound Messages Count	OUTBOUND	`/ccm/actuator/prometheus`	`{channel}_outbound_invalid_request_total`	Filter using {`channel}` name			Bad messages (bad request) received from the Chat Server that the 3rd party channel denied acceptance since the last restart. See {`channel}` mapping in the below table for filtering the channel.
8	Total Failed Outbound Messages Retries Count	OUTBOUND	`/ccm/actuator/prometheus`	`{channel}_outbound_failed_request_total`	Filter using {`channel}` name		≥ 5	Total number of retries that the Channel Manager took o process the last outbound message. See {`channel}` mapping in the below table for filtering the channel.
9	Average Process Duration of Outbound Messages	OUTBOUND	`/ccm/actuator/prometheus`	`{channel}_outbound_request_seconds_sum` AND `{channel}_outbound_request_seconds_count`	Filter using {`channel}` name	`rate({channel}_outbound_request_seconds_sum[5s])/ rate({channel}_outbound_request_seconds_count[5s])`	≥ 5 seconds	The average process duration that the Channel Manager took to process an outbound message for the last 5 seconds. See {`channel}` mapping in the below table for filtering the channel.

URI Mapping

For filtering incoming requests' Prometheus metrics, refer to the below URI mapping table

	Channel	Vendor	URI
1	WhatsApp	Twilio	`/msg-client/receive`
2	WhatsApp	360Dilaog	`/d360`
3	SMS/MMS	Twilio	`/msg-client/receive`
4	Facebook Messenger	Facebook Graph API	`/webhook`
5	Viber	Viber Rest API	`/viber`

Channel-based Filtering

The following table shows the channel mapping with keywords that are used in the {channel} parameter in Prometheus outbound stats exposed by the Channel Manager.

	Channel	Vendor	Filter Keyword	Description
1	WhatsApp	Twilio	`whatsapp_twilio`	Use this keyword to filter outbound metrics per channel. e.g. `whatsapp_twilio_outbound_requests_total` provides count of total outbound requests for WhatsApp channel via Twilio.
2	WhatsApp	360Dialog	`whatsapp_d360`	Use this keyword to filter outbound metrics per channel. e.g. `whatsapp_d360_outbound_requests_total` provides count of total outbound requests for WhatsApp channel via Dialog360.
3	SMS/MMS	Twilio	`sms_twilio`	Use this keyword to filter outbound metrics per channel. e.g. `sms_twilio_outbound_requests_total` provides count of total outbound requests for SMS/MMS channel via Twilio.
4	SMS	SMPP	`smpp`	Use this keyword to filter outbound metrics per channel. e.g. `smpp_outbound_requests_total` provides count of total outbound requests for SMS channel via an SMPP gateway.
5	Facebook Messenger	Facebook Graph API	`facebook`	Use this keyword to filter outbound metrics per channel. e.g. `facebook_outbound_requests_total` provides count of total outbound requests for the Facebook Messenger channel.
6	Social Media Feed	Facebook Graph API	`sm_feed`	Use this keyword to filter outbound metrics per channel. e.g. `sm_feed_outbound_requests_total` provides count of total outbound requests for the Social Media Feed channel.
7	Viber	Viber Rest API	`viber`	Use this keyword to filter outbound metrics per channel. e.g. `viber_outbound_requests_total` provides count of total outbound requests for the Viber channel.

Reporting Connector

The Reporting Connector 3.x exposes the following metrics for Prometheus:

Name	URL	Description
`failed_query_count`	`<ip-address>:8496/api/metrics`	The total number of failed queries in error.sql file.

Chat Server

The Chat Server 3.x exposes the following metrics for Prometheus:

Name	URL	Description
`conversation_count`	`/chat/metrics`	Shows the currently active conversations, including the conversations waiting in queues.

The metrics provided in this document are custom-based. For java and node.js technology-based metrics visit the relevant URL.

For database connector technology based metrics visit https://<fqdn>/database-connector/metric

For bot connector technology based metrics visit https://<fqdn>/database-connector/metrics