Cisco Cisco Unified Customer Voice Portal 10.0(1) User Guide
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this chapter. This value will help the administrator understand, in an abstract way, how much
VXML Server is logging. While it is not unusual for this number to be large, the
administrator can track a trend and if this number continually increases it could be an
indication that the system cannot handle the logger event load and could eventually result in
memory problems. The time when the maximum was reached can help indicate if VXML
Server is able to handle the incoming stream of logger events.
VXML Server is logging. While it is not unusual for this number to be large, the
administrator can track a trend and if this number continually increases it could be an
indication that the system cannot handle the logger event load and could eventually result in
memory problems. The time when the maximum was reached can help indicate if VXML
Server is able to handle the incoming stream of logger events.
•
maxLoggerThreadCountInLast
– Returns the most simultaneous threads VXML Server was
using to handle loggers in the last X minutes where X is entered by the administrator and
when the maximum was reached. For an explanation of the logger thread pool, see the
section titled Tuning Logger Options earlier in this chapter. This would be another indication
of whether VXML Server is able to keep up with the stream of logger events as if the number
is close to the maximum thread pool size it is an indication that VXML Server has almost
reached its limit in handling events. When the maximum was reached will help determine if
this is happening recently. Keep in mind that when all the threads in the pool are actively
handling logger events, the logger event queue will rise rapidly. So if this value is at the
maximum thread pool size, then the maxLoggerEventQueueSizeInLast function would
display rapidly increasing queue sizes.
when the maximum was reached. For an explanation of the logger thread pool, see the
section titled Tuning Logger Options earlier in this chapter. This would be another indication
of whether VXML Server is able to keep up with the stream of logger events as if the number
is close to the maximum thread pool size it is an indication that VXML Server has almost
reached its limit in handling events. When the maximum was reached will help determine if
this is happening recently. Keep in mind that when all the threads in the pool are actively
handling logger events, the logger event queue will rise rapidly. So if this value is at the
maximum thread pool size, then the maxLoggerEventQueueSizeInLast function would
display rapidly increasing queue sizes.
•
callTransferRate
– Returns the percentage of calls that ended in a blind telephony transfer.
More specifically, this counts calls where the “how” action of the “end” category is
call_transfer. This could help the administrator determine what percentage of callers decided
to speak to an agent rather than complete the call in the automated voice application.
call_transfer. This could help the administrator determine what percentage of callers decided
to speak to an agent rather than complete the call in the automated voice application.
•
callAbandonRate
– Returns the percentage of calls that ended with the caller hanging up.
More specifically, this counts calls where the “how” action of the “end” category is hangup.
See Chapter 5: VXML Server Logging in the section titled The Application Activity Logger
for more on the different results and how ended values. Keep in mind, though, that despite
the name, a caller hanging up is not necessarily a bad thing since the caller could hang up
right before the application hung up on the caller and the end category would still be hangup.
This value would therefore be a good indication of how callers interact with the applications
on the system.
See Chapter 5: VXML Server Logging in the section titled The Application Activity Logger
for more on the different results and how ended values. Keep in mind, though, that despite
the name, a caller hanging up is not necessarily a bad thing since the caller could hang up
right before the application hung up on the caller and the end category would still be hangup.
This value would therefore be a good indication of how callers interact with the applications
on the system.
•
callCompleteRate
– Returns the percentage of calls that ended normally. More specifically,
this counts calls where the “result” action of the “end” category is normal. See Chapter 5:
VXML Server Logging in the section titled The Application Activity Logger for more on the
different results and how ended values. This does not count calls into a suspended
application, calls ending in an error or timeout, or calls ending due to an element manually
invalidating the session. It is expected that this percentage be close to 100%.
VXML Server Logging in the section titled The Application Activity Logger for more on the
different results and how ended values. This does not count calls into a suspended
application, calls ending in an error or timeout, or calls ending due to an element manually
invalidating the session. It is expected that this percentage be close to 100%.
•
averageCallDuration
– Returns the average duration of all calls handled by VXML Server, in
seconds. This helps the administrator determine if a particular call being analyzed represents
a typical call since a particularly long call could indicate a caller having trouble with the
application and a short call could indicate caller frustration with the application.
a typical call since a particularly long call could indicate a caller having trouble with the
application and a short call could indicate caller frustration with the application.