Cisco Cisco Unified Customer Voice Portal 10.0(1) User Guide
C
HAPTER
5:
C
ALL
S
ERVICES
L
OGGING
U
SER
G
UIDE FOR
C
ISCO
U
NIFIED
C
ALL
S
ERVICES
,
U
NIVERSAL
E
DITION
AND
U
NIFIED
C
ALL
S
TUDIO
100
may even require this to be turned on as their functionality depends on the events arriving in
order. The application designer can choose to ensure this is the case even for application loggers
that do not explicitly require it to have logs appear orderly. There is some performance
degradation as a result of this so an application logger that does not require this should not
enable it.
order. The application designer can choose to ensure this is the case even for application loggers
that do not explicitly require it to have logs appear orderly. There is some performance
degradation as a result of this so an application logger that does not require this should not
enable it.
Call Services provides the
logs
folder of a particular application for log file storage should the
loggers require it. To keep each application logger instance’s logs separate, a subfolder with the
name of the instance is created and all logs created by the logger instance are stored there.
name of the instance is created and all logs created by the logger instance are stored there.
By default, Call Services includes four loggers that provide various application-specific
information: an activity logger that records caller behavior, an application administration history
logger that records administration activities, an error logger that lists errors that occur within
calls to the application, and a debug logger that provides additional information useful when
creating and debugging a new application. The activity logger and error logger require
configurations that allow for detailed control over how the loggers operate.
information: an activity logger that records caller behavior, an application administration history
logger that records administration activities, an error logger that lists errors that occur within
calls to the application, and a debug logger that provides additional information useful when
creating and debugging a new application. The activity logger and error logger require
configurations that allow for detailed control over how the loggers operate.
The following sections describe these four pre-built application loggers, their configurations (if
any), and the information stored in their logs.
any), and the information stored in their logs.
The Application Activity Logger
The Activity Logger is the main application logger included with Call Services. It records into
text log files all the activity taken by callers when they visit an application. It stores information
about the call itself such as its ANI, what elements the caller encountered and in what order, and
even detailed actions such as the values entered by the caller or the confidences of their
utterances. The names of the log files created by the Activity Logger begin with “activity_log”
and are delimited for easy importing into spreadsheets and databases. These logs have a fixed
number of columns:
text log files all the activity taken by callers when they visit an application. It stores information
about the call itself such as its ANI, what elements the caller encountered and in what order, and
even detailed actions such as the values entered by the caller or the confidences of their
utterances. The names of the log files created by the Activity Logger begin with “activity_log”
and are delimited for easy importing into spreadsheets and databases. These logs have a fixed
number of columns:
•
SessionID
. The session ID of the application visit as described in the Call Services Call Log
section.
•
Time
. A timestamp of the event in a readable format.
•
[Element name]
. The name of the current element the activity belongs to. Only functional
elements (voice elements, action elements, decision elements, and insert elements) can
appear here. This column would be empty if the activity does not apply to an element.
appear here. This column would be empty if the activity does not apply to an element.
•
Category
. The category of the action. A list of categories is given below:
o
start
. Information on new visits to the application.
o
end
. Information on how the application visit ended.
o
element
. Information on the element visited and how the element was exited. The
element column is empty for the
start
and
end
categories.
o
interaction
. Detailed information about what a caller did within a voice element.