Altitude Hawk

Altitude Hawk is an Altitude component that measures the effective license usage in Altitude contact centers.

How Altitude Hawk works

After the installation, Altitude Hawk starts collecting contact center metrics, related to the license usage of the contact center.

Altitude Hawk retrieves the following metrics:

  • Maximum number of logged human agents
  • Maximum number of logged IVR agents
  • Maximum number of logged routing agents
  • Maximum number of logged supervisors
  • Maximum number of human agents working in predictive campaigns
  • Maximum number of human agents working in power dial campaigns
  • Maximum number of human agents working in preview campaigns
  • Maximum number of human agents working in blended campaigns
  • Maximum number of human agents working in inbound campaigns
  • Maximum number of human agents working in outbound campaigns
  • Maximum number of IVR agents working in predictive campaigns
  • Maximum number of IVR agents working in power dial campaigns
  • Maximum number of IVR agents working in blended campaigns
  • Maximum number of IVR agents working in inbound campaigns
  • Maximum number of IVR agents working in outbound campaigns

Altitude Hawk periodically uses an Altitude uCI Server endpoint to retrieve instantaneous values of the exported metrics, and saves the metrics into the Prometheus database.

Tip

To access the instantaneous values of the metrics, use the URL http://<server>:<port>/metrics, where <server> is the IP address or hostname of the machine where the Altitude uCI Server is installed, and <port> is the port where the Altitude uCI Server is running. For example, http://ccserver:1500/metrics.

To export the aggregated metrics that Altitude Hawk collects, use the command hawk-reporter - Licensing report generator.

Note

Altitude Hawk relies on Prometheus (https://prometheus.io/) to extract the license usage metrics.

Data retention

By default, Altitude Hawk retains data about the license usage for 24 weeks (around 6 months).

Altitude Hawk ports

See the list of ports for the Altitude Hawk in Altitude Ports.