CVP  Reporting  - Call Studio Application

Version 1
    This document was generated from CDN thread

    Created by: Bhawani Singh on 24-10-2013 08:22:08 PM
    Hello Experts, I am implementing CVP reporting for call studio application, Client requirement is to log application data in reporting database so they can track call path ... Similar to cradle to grave report .where they can see all options a caller selected in studio application..

    Please suggest what type of filter i can have in Ops..


    also..i noticed currently lot of data is pushed  into data which doesn't make sense to me...how to stop this unwanted data..I have attached an example...

    Subject: RE: CVP  Reporting  - Call Studio Application
    Replied by: Edwin Andrews on 25-10-2013 10:50:34 AM
    CVP 8.5.1
    We use "Flag" elements within the each CVP application. These are stored in a unique table in CVP reporting Database (VXMLElementFlag). Where they are inserted  in the app allows tracking and reporting on selected business relevant caller behavior. This is more efficient and informative than tracking a caller history through every element.

    As far as OAMP Filtering I report on everything by using
    *.*.*.*
    I do any filtering via SQL at report time.

    Subject: RE: CVP  Reporting  - Call Studio Application
    Replied by: Jin Tiam Loh on 13-11-2013 11:58:30 AM
    Hi,

    Interesting. Are you using this at every element in the call flow to track the call movement or only at selected elements?

    Based on the VXMLElementFlag table, would i be able to link it to that unique call?

    Thanks!
    -JT-

    Subject: RE: New Message from Jin Tiam Loh in Contact Center Reporting (CCR) - Conta
    Replied by: Hemal Mehta on 13-11-2013 12:31:33 PM
    This is a good approach.  Alternatively if you are in a comprehensive env, you could also use set call types in ICM  based on option chosen and then you could run any standard Stock Call type CUIC reports to pull the stats.
    Hemal

    From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com]
    Sent: Wednesday, November 13, 2013 11:59 AM
    To: cdicuser@developer.cisco.com
    Subject: New Message from Jin Tiam Loh in Contact Center Reporting (CCR) - Contact Center Reporting: RE: CVP Reporting - Call Studio Application

    Jin Tiam Loh has created a new message in the forum "Contact Center Reporting": -------------------------------------------------------------- Hi,

    Interesting. Are you using this at every element in the call flow to track the call movement or only at selected elements?

    Based on the VXMLElementFlag table, would i be able to link it to that unique call?

    Thanks!
    -JT-
    --
    To respond to this post, please click the following link: http://developer.cisco.com/web/ccr/community/-/message_boards/view_message/21280398 or simply reply to this email.

    Subject: RE: New Message from Hemal Mehta in Contact Center Reporting (CCR) - Contac
    Replied by: Jin Tiam Loh on 13-11-2013 12:41:33 PM
    I’m looking for the best way to achieve transactional based reporting and linking it to a specific call. So when i query the CallGUID/ANI, i would know that the call has gone through 5 menu elements and what this call enter at each element

    Subject: RE: New Message from Hemal Mehta in Contact Center Reporting (CCR) - Contac
    Replied by: Bhawani Singh on 13-11-2013 01:13:39 PM
    Thanks Ediwin for sharing FLAG approach but still I am unclear on how i can track the whole path in reporting..may be using callid or ANI..also one more quick question..Do you know how to track customer who hang up in IVR ...for example..call hang up after hearing first to prompts and selectio.

    Subject: RE: New Message from Hemal Mehta in Contact Center Reporting (CCR) - Contac
    Replied by: Bhawani Singh on 13-11-2013 01:15:42 PM
    Hemal..the call type approach is good when flow is in ICM..when the call hits studio application either we have to use cvp reporting database or customize the reporting data using external DB...

    Subject: RE: New Message from Hemal Mehta in Contact Center Reporting (CCR) - Contac
    Replied by: Edwin Andrews on 13-11-2013 01:50:11 PM
    I don't flag every node, which would be data overload. Any decision or menu result which impacts the flow is flagged. We use the flags less for single calls and more by aggregating all callers and identifying trends, "heavy-hitters" or "no-traffic" for a given IVR option.

    A single call and its flags can be found via RouterCallKeyDay/RouterCallKey, OR ANI, OR (I am less certain) GUID, using the right combination of CVP Database tables.

    Because the CVP database is not on the UCCE/X server, or even the same DBMS platform, isolating and integrating data from the two data sources for a single call ("cradle to grave") is difficult. Two options are either migrating the data over to SQL Server (a difficult project, but doable) or two distinct reports using whichever key you have chosen at runtime. GUID/ RCK/ ANI.

    As far as caller disconnect events, there MAY be a "HotEvent" in CVP to trap this, but i don't know how to use hot links or hot events in CVP. Anybody?

    (We have always used CVP comprehensive mode, BTW, if that has any impact.)

    Hope this helps.

    Subject: RE: New Message from Bhawani Singh in Contact Center Reporting (CCR) - Cont
    Replied by: Hemal Mehta on 13-11-2013 01:24:33 PM
    Yes, that is what I indicated. There are so many ways to do this.  You can write your own script also and parse the logs etc.
    Hemal

    From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com]
    Sent: Wednesday, November 13, 2013 1:16 PM
    To: cdicuser@developer.cisco.com
    Subject: New Message from Bhawani Singh in Contact Center Reporting (CCR) - Contact Center Reporting: RE: New Message from Hemal Mehta in Contact Center Reporting (CCR) - Contac

    Bhawani Singh has created a new message in the forum "Contact Center Reporting": -------------------------------------------------------------- Hemal..the call type approach is good when flow is in ICM..when the call hits studio application either we have to use cvp reporting database or customize the reporting data using external DB...
    --
    To respond to this post, please click the following link: http://developer.cisco.com/web/ccr/forums/-/message_boards/view_message/21282745 or simply reply to this email.

    Subject: RE: New Message from Hemal Mehta in Contact Center Reporting (CCR) - Contac
    Replied by: Jin Tiam Loh on 18-11-2013 11:25:24 AM
    Edwin Andrews:

    As far as caller disconnect events, there MAY be a "HotEvent" in CVP to trap this, but i don't know how to use hot links or hot events in CVP. Anybody?
    Use telephone.disconnect.hangup / telephone.disconnect perhaps?

    Thanks!
    -JT-