Reporting Contact Center 11.5 - Any report which reflect the actual /exact time spend in CVP IVR application

[thanvi2001]

Hi,

Anyone knows any methods /inbuilt CVP reports to show the exact time spend only in the IVR /Self service cvp application.

Exsiting vxml /call reports does not show the IVR time  rather shows overall timing once the call hits ucce to agent / caller disconnect.

[Nuri Gocay]

I'm not sure of any canned report, but you can get this information out of the Termination_Call_Detail table from your DDS.  Each contact to UCCE will have multiple legs or segments. First is your CVP Call Leg, second will be the VRU leg (most likely RouterCallKeySequenceNumber 1).  The duration of that segment will be the time spent in the VXML portion of the IVR. 

You can also determine this by the time spent in the actual VXML application itself - including the interactions and results of the elements - based on the CVP Activity Logs (we pipe those into Splunk and mine them).  The last activity printed in the VXML app log is "end, duration, nn" (where nn is the amount of seconds spent in the app.)

You can find that log on your CVP server:  C:\Cisco\CVP\VXMLServer\applications\yourapp\logs\ActivityLog\*.txt

[thanvi2001]

Thanks, activity logs is not specific 1 calls, it contains many calls, hence difficult to get actual time spend in the IVR, also only IT team will have access to logs, BI/reporting does not.
Alternative way is to write a java custom log / or to DB to get the start , end , duration etc where the reporting can access it generate the reports.

[geoff · Accepted solution]

The CVP Report Server will most definitely show the duration for each application.

vxmlsession numbers.

Regards,

Geoff

[thanvi2001]

Appreciate if you can post the query or table name etc to query it from informix DB, thanks.
Is it the VXML Session table ?

[geoff · Accepted solution]

something like

select 
  callstartdate, 
  appname, 
  sum(duration) as DURSecs, 
  count(*) as RecCount, 
  sum(duration)/60.0 as DurMins, 
  sum(duration) * 1.0 / count(*) as AHTSecs
from vxmlsession 
where callstartdate >= 'start date'
  and callstartdate < 'end date'
  and appname like '%some_applications%'
  and sourceappname IS NULL
group by callstartdate, appname

Regards,

Geoff

[thanvi2001]

Thanks Geoff & much appreciated.
Regards,
Thanveer

[thanvi2001]

Thanks, it solved the request.
Duration in the VXML session table is the actual time spent in IVR (CVP app) with the GUID it can be matched in TCD & cvp Activity logs too..

Simple Query will give unique records / call for specific application

select *
from vxmlsession
where startdatetime>='01/01/2018' and enddatetime>='07/31/2018'
and appname = 'cvp app name'
and sourceappname IS NULL
group by callstartdate, appname