08-03-2018 02:48 PM - edited 03-14-2019 06:22 PM
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.
Solved! Go to Solution.
08-09-2018 08:58 PM
The CVP Report Server will most definitely show the duration for each application.
vxmlsession numbers.
Regards,
Geoff
08-13-2018 06:34 PM
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
08-07-2018 10:49 AM
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
08-09-2018 01:12 PM
08-09-2018 08:58 PM
The CVP Report Server will most definitely show the duration for each application.
vxmlsession numbers.
Regards,
Geoff
08-13-2018 11:43 AM
08-13-2018 06:34 PM
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
08-14-2018 01:13 PM
08-14-2018 12:32 PM
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