Grafana Queries Pipeline

Introduction

Grafana Queries pipeline is responsible for calculating the real time agent statistical metrics which is displayed on Grafana frontend. Following are the metrices which are calculated through this pipeline

1. Average Wait Handle Time (AWHT)

2. Service Level Agreement (SLA)

3. For Agent Dashboard

   1. Hour Handle Summary

   2. Ready/Not Ready Summary

   3. Agent Metrics Summary

   4. Agent Occupancy Summary

   5. Consult Summary

4. For Agent Team Dashboard

   1. Agent Team Summary

5. For Supervisor Dashboard

   1. Queue Channel Summary

   2. Bot Summary

   3. Daily Calls Summary

Configurations

Following are the configurations which are provided in transflux/config/graphana_queries.yaml

pipelines:
  AWHT:
    queries:
      - avg_wait_handle_time_AWHT
  SLA:
    queries:
      - graphana_SLA
  AgentDashboard:
    queries:
      - hour_handled_summary
      - ready_not_ready_summary
      - agent_metrics_summary
      - agent_occupancy_summary
      - consult_summary
  AgentTeamDashboard:
    queries:
      - agent_team_summary
  SupervisorDashboard:
    queries:
      - queue_channel_summary
      - bot_summary
      - daily_calls_summary
      - aband_ratio_summary


target:
  type: "mysql"
  db_url: "mysql+pymysql://monty:Expertflow%23143@192.168.2.18:3306/cimfedev"
  # db_url: "mssql+pyodbc://sa:Expertflow464@192.168.1.77:1433/testing_ali?driver=ODBC+Driver+17+for+SQL+Server"
  enable_ssl: false  # Enable or disable SSL connections
  ssl_ca: "/transflux/certificates/mysql_certs/ca.pem"
  ssl_cert: "/transflux/certificates/mysql_certs/client-cert.pem"
  ssl_key: "/transflux/certificates/mysql_certs/client-key.pem"

schedule_interval: "*/10 * * * *"
time_offset: "0"
interval_minutes: 10
start_date: "2025-05-19T00:00:00+00:00"
catchup: false

Edit the following as per dedicated environment

• type: Use “mysql” or “mssql” as per selected database

• db_url: Use the connection string according to the selected database type, the format is given below

  • For MYSQL

    mysql+pymysql://<your-db-username>:<password>@<host>:<port>/<mysql-db-name>
    

  • For MSSQL

    mssql+pyodbc://<your-db-username>:<password>@<host>:<port>/<mssql-db-name>?driver=ODBC+Driver+17+for+SQL+Server"
    

• start_date: From when the pipeline will start running and compete it schedules. Set it to current date time

• catchup: For backfilling

The schedule_interval, time_offset and interval_minutes are adjusted to run the pipeline after every 10 minutes (Can be adjusted from the schedule_interval)