Cisco Cisco IPCC Web Option User Guide
VRU Activity WebView reports by monitoring statistics for the call type associated with the
script.
script.
If you want to report on individual transactions within the application, change the VRUProgress
variable and then the call type at the end of each transaction. You have a different call type for
each transaction with a related VRUProgress variable. This ensures that the value of the
VRUProgress variable is captured for that particular transaction, not just at the end of the routing
script. The value is written to the database for the call type associated with that transaction when
the call types changes. You can report on individual transactions using the Call Type VRU
Progress WebView reports by monitoring statistics for the call types associated with those
transactions.
variable and then the call type at the end of each transaction. You have a different call type for
each transaction with a related VRUProgress variable. This ensures that the value of the
VRUProgress variable is captured for that particular transaction, not just at the end of the routing
script. The value is written to the database for the call type associated with that transaction when
the call types changes. You can report on individual transactions using the Call Type VRU
Progress WebView reports by monitoring statistics for the call types associated with those
transactions.
for a sample script and call flow for
Self-Service and Information Gathering applications that use the VRUProgress variable.
Capturing Script Application Data (CVP only)
If you have deployed CVP as the VRU in your IPCC Enterprise system, you can use two
advanced features to gather additional details about calls' progress through Self-Service and
Information Gathering applications: Capture microapplication and metadata ECC variable. The
details provided by these microapplications can be used only in custom reports; standard
WebView reports do not provide this information.
advanced features to gather additional details about calls' progress through Self-Service and
Information Gathering applications: Capture microapplication and metadata ECC variable. The
details provided by these microapplications can be used only in custom reports; standard
WebView reports do not provide this information.
The Capture microapplication enables you to cause a Termination_Call_Detail (TCD) record
to be written at any point in the script. This record includes information such as the current call
variables, router call keys, date and time, caller entered digits, and metadata ECC variables.
to be written at any point in the script. This record includes information such as the current call
variables, router call keys, date and time, caller entered digits, and metadata ECC variables.
The metadata ECC variable captures high level details about a call's progress through a script,
including whether the caller is using voice or digit dialing, percent confidence for Automatic
Speech Recognition, number of attempts a user made before entering a prompt successfully,
number of timeouts, number of invalid entries, microapplication duration, and the routing script
used. This information is written to TCD records. If you plan to use the metadata ECC variable,
you must configure the ECC variables in the ICM/IPCC configuration tools.
including whether the caller is using voice or digit dialing, percent confidence for Automatic
Speech Recognition, number of attempts a user made before entering a prompt successfully,
number of timeouts, number of invalid entries, microapplication duration, and the routing script
used. This information is written to TCD records. If you plan to use the metadata ECC variable,
you must configure the ECC variables in the ICM/IPCC configuration tools.
Using the VRUProgress variable, the Capture microapplication, and the metadata ECC variable
microapplication together in a script provides you with the ability to monitor details about the
transactions performed by the caller and the VRU application's interface to caller. For example,
you could use the Capture microapplication to create a TCD each time the VRUProgress variable
changes in the script. The TCD is written for that particular point in the application, which
includes the information gathered by the metadata ECC variable. A custom report could show
how many callers experienced timeouts at different points in the application, how many attempts
callers made before successfully completing a transaction, and how long it took a caller to
complete each transaction. This data could indicate problems with the VRU application. You
could also run a custom report on an individual call to see how a particular caller used the
application and whether he or she encountered difficulties.
microapplication together in a script provides you with the ability to monitor details about the
transactions performed by the caller and the VRU application's interface to caller. For example,
you could use the Capture microapplication to create a TCD each time the VRUProgress variable
changes in the script. The TCD is written for that particular point in the application, which
includes the information gathered by the metadata ECC variable. A custom report could show
how many callers experienced timeouts at different points in the application, how many attempts
callers made before successfully completing a transaction, and how long it took a caller to
complete each transaction. This data could indicate problems with the VRU application. You
could also run a custom report on an individual call to see how a particular caller used the
application and whether he or she encountered difficulties.
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)
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Chapter 5: Monitoring Operations, Configuration, and Scripting
Determining Self-Service Application and Information Gathering Application Effectiveness