Summary Report "Number of Conversations" Contain Inaccurate Data In Some Circumstances

Article:TECH94975  |  Created: 2009-01-10  |  Updated: 2012-01-24  |  Article URL http://www.symantec.com/docs/TECH94975
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Article Type
Technical Solution

Product(s)

Issue



When using the "Number of Conversations" Summary Report the data may be inaccurate.


This report is accessed from the IM Manager Administration Console:

1. Click on the Reports tab.
2. Click on Summary Reports|Report Selector menu item.
3. Select Number of Conversations from the report type drop down.
4. Click the Go button.

The following tables describe the known issues with this report.

 

Report Type
Number of IM Manager Servers Users Connected To IM Protocol Known Issue
Graph Two or more Any

Number of conversations shown is increased for each conversation by this formula: 

number of users in conversation * number of machines users logged into

 

Detailed Two or more Microsoft Live/Office Communications Service (LCS/OCS) Number of conversations is only incremented for user that initiated conversation.  The number is a multiple of the number of different servers users are logged into.
Detailed One Any

Number of conversations is only incremented for user that initiated conversation. 

User that did not initiate conversation does not show an increment for number of conversations

 

 

 

 

 


Cause



IM Manager is not capturing conversation data in a summary format.


Solution



 Symantec is aware of this issue.  This article is updated as more information is available.  Subscribe to the article to receive updates.

Workaround

NOTE:  This workaround uses data from the messages table.  If messages are purged from the IM Manager database this query returns no results for those days.

Use the following SQL query to get the number of conversations per protocol per day

DECLARE @startdate varchar(256)
DECLARE @enddate varchar(256)

set @startdate = '1/1/2007'
set @enddate = '1/1/2011'

select day, count(imname), imnetwork
from

(

SELECT CONVERT(varchar(100), message_date, 1) AS day, sender_im as imname, imnetwork

FROM messages where message_date between @startdate and @enddate

 

union

 

SELECT CONVERT(varchar(100), message_date, 1) AS day, recipient_im AS imname, imnetwork

FROM messages where message_date between @startdate and @enddate

) a

 

group by day, imnetwork

order by cast(day as datetime)

Change the date start and date end as appropriate.

References
What Information is Displayed in the Active Users Report?

Summary Report "Number of Logons" Shows Count of Logons That is Higher than Actual Microsoft Live/Office Communications System (LCS/OCS) Logons


Technical Information


A new conversation is started when a message is sent from one user to another for the first time. The converstion times out after a period of time where no IM messages are sent between those users. The next time a message is sent between those users it is treated as the start of a new conversation. This logic applies to Multi-Party chat conversations as well.


The period of idle time that causes a new conversation is controlled by a setting in the IM Manager Administration Console:

1. Click on the Settings tab.
2. Click on System Settings|Conversations.
3. The value of the text box Start logging a new conversation after participants have been idle for determines the start of a new conversation.


Supplemental Materials

SourceETrack
Value1742522

SourceETrack
Value2249274

Legacy ID



2009071011382854


Article URL http://www.symantec.com/docs/TECH94975


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