Session Detail Report page field descriptions

Use this page to view or print a Session Detail report.

This page contains the:

General section

Field	Description
Total Sessions	The total number of sessions that match the specified filter criteria.
Average Duration	The average call duration, in seconds, for calls that match the specified filter criteria.

In addition, this section includes a field for each filter you specified on the Session Detail page.

For example:

Session detail table

The actual columns displayed in this report depend on the Show Column settings on the Session Detail page.

	Tip:
	To sort the report, click the up arrow (sort ascending) or down arrow (sort descending) next to a column header. The report is also reordered based on an internal numeric code rather than the displayed text.

Note:

The application developer determines the values for Exit Reason, Exit Info #1, and Exit Info #2. These fields contain any number of unique values. For this reason, the report tables summarizing those values are limited to the top 100 entries and the remainder of the values are lumped into a category called Other. Beginning in EP 7.0, the limit is controlled by a setting called maxSessionSummaryRows in voiceportal.properties.

Column

Description

Start Time

The date and time that the session started.

Avaya Experience Portal

If your installation has multiple Experience Portal systems that use a shared database, this field lists all of the available systems.

Media Server

The name of the media server that handled the session.

Application

The name of the application that handled the call.

The name displayed in the Application column is in the format: organization/appname when an application is assigned to an organization.

Average ASR %

The average percentage of utterances that were recognized by the Automatic Speech Recognition (ASR) server.

Any Average ASR values of 30 or less are displayed in red, unless there were no speech inputs in the session.

Recognized Number of Utterances

The number of utterances that were correctly recognized during the session.

Total Number of Utterances

The total number of utterances made by the caller during the session. For sessions of type HTML, this value represents the number of user interactions with the mobile application. That is the number of HTML pages fetched.

	Note:
	This value does not include Dual-tone multi-frequency (DTMF) responses.

Average Confidence

The average confidence level achieved while recognizing utterances.

Average Prompt Latency

The average time, in milliseconds, after the caller issued a speech command before the subsequent prompt began playing.

First Prompt Latency

The number of milliseconds after Avaya Experience Portal received the call before the initial prompt began playing.

	Note:
	The First Prompt Latency value includes both the time it took Avaya Experience Portal to answer the phone as well as the time it took the first application page to load and request that a prompt be played.

The Session Detail report highlights values that are outside the optimal range:

Any First Prompt Latency values over 5000 are displayed in red
Any Initial Prompt values over 5000 are displayed in red

Duration

The length of the session in seconds.

	Note:
	The duration of a session includes call timeouts and other overhead operations that are not included in any particular call. Therefore, the duration of an entire session may be greater than the sum of the call durations that took place during that session.

Highest Page Latency

The number of milliseconds that it took for Avaya Experience Portal to retrieve the slowest application page from the application server

Any Highest Latency values over 7000 are displayed in red.

Highest Page Loading Latency (URL)

The URL of the VoiceXML page that was the slowest to load.

Lowest ASR Recognition %

The lowest percentage of utterances that were recognized by the ASR server for any page used in the session.

Any Lowest ASR values of 30 or less are displayed in red, unless there were no speech inputs in the session

Number Of Recognized Utterances For Lowest ASR Page

The number of correctly recognized utterances made on the page with the lowest percentage of correctly recognized utterances.

Total Utterances For Lowest ASR Page

The total number of utterances made on the page with the lowest percentage of correctly recognized utterances.

Lowest ASR Recognition (URL)

The URL of the VoiceXML page with the lowest number of recognized utterances.

Maximum Consecutive Recognition Errors

The maximum number of times in a row that an utterance was not recognized during a session.

Note:

This value tracks the maximum consecutive number of recognition errors, not the total number of recognition errors for a given utterance.

For example, if the caller had to repeat the word "brokerage" twice on the first menu and three times on the second menu, then this field would display 3.

ASR Session ID

The Session ID on the ASR server.

If the ASR server uses the MRCP protocol, the Session ID is the MRCP session ID.
If the ASR server is Google DialogFlow, the Session ID is the Conversation ID.
If the ASR server is Google Speech, the Session ID is an internally generated ID.
If the ASR server is Nuance Mix DLGaaS, the Session ID is either an AEP internally generated ID or an external ID provided by the DLGaaS engine..

	Note:
	When multiple ASR servers are used, the ASR Session ID field contains only the first Session ID. To find all of the ASR Session IDs, examine the Speech events in the Session Transcription.

TTS Session ID

The Session ID on the Text-to-Speech (TTS) server. This is the MRCP session ID if the TTS server uses the MRCP protocol.

Performance Trace

Whether there is a performance trace log available for this session.

The options are:

All Values
No
Yes

Session Source

How the session started.

The options are:

All values
Inbound Call: The session was initiated by a telephone call coming into theAvaya Experience Portal system.
Outcall (CCXML): The session was initiated through the LaunchCCXML method on the outcall webservice.
Outcall (VoiceXML): The session was initiated through the LaunchVXML method on the outcall webservice.
Spawned Session: The session was initiated by another CCXML session.
Email Inbound: The session was initiated through an inbound email message.
Email Outbound: The session was initiated through an outbound email message.
Email DSN: The session was initiated through an email DSN.
HTML Inbound: The session was initiated through an HTML application.
SMS Inbound: The session was initiated through an inbound SMS message.
SMS Outbound: The session was initiated through an outbound SMS message.
SMS Receipt: The session was initiated through an SMS receipt notification.

For more information on the web service methods, see the The Application Interface web service chapter in the Administering Avaya Experience Portal guide.

Session Type

The options are:

All values
VoiceXML: The session was handled by a single VoiceXML application.
Dialog: This part of the session was handled by a VoiceXML dialog subsession launched by a CCXML application.
CCXML: The session was handled by a CCXML application. If the application launched multiple VoiceXML dialog subsessions, this session type indicates that these statistics apply to the entire session, including all dialog subsessions.
TextXML: The session was created by an email or SMS application.
HTML: The session was created by an HTML application.

	Tip:
	To view the relationship between parent CCXML applications and their VoiceXML dialog subsessions, click the View Session Details icon for any session of type Session Type or Session Type, then go to the Session Hierarchy group on the Session Details page.

Session Transcription

Whether there is a session transcription log available for this session.

Start Page Name

The name of the first page that the session accessed on the speech server.

Slot

The session slot number, used by Avaya Experience Portal to uniquely identify the session. This slot number is included in the name of the associated logs on the media server.

The options are:

All values
Less Than <enter value>
Equal To <enter value>
Greater Than <enter value>

Customer ID

The unique identifier for the customer assigned by the application. The application developer can choose to store an account number or user id to identify the customer regardless of the originating telephone number.

Exit Info #1

Optional information regarding the termination of the session.

The application developer determines the value for this field.

For example, this field contains the customer ID if the Dialog Designer application developer stores the customer ID in the exitInfo1 field of the session variable.

Exit Info #2

Optional information regarding the termination of the session.

The application developer determines the value for this field.

For example, this field contains the customer ID if the Dialog Designer application developer stores the customer ID in the exitInfo2 field of the session variable.

Exit Page

The VoiceXML or CCXML page where the disconnect event occurred.

Exit Reason

The reason why the session ended. The application developer determines the value for this database field by setting the exitReason field of the session variable. If the application does not pass a value, this field defaults to Application exited.

Preferred Path

Whether the session navigated only through the preferred nodes. The application developer flags the preferred and unpreferred nodes for an application, while designing the call flow. The filter options are:

All values: Shows all sessions in the report.
No: Shows only those sessions that navigated through atleast one unpreferred node.
Yes: Shows only those sessions that navigated entirely through the preferred nodes.

Topic

The reason why the session was initiated. The application developer configures this field to provide a summary of the main topic of the call. For example, the application developer can configure this field to display the menu option the caller selected in the main menu.

VoiceXML Page Cache Hits

The number of times a VoiceXML page was retrieved from the cache during the session.

VoiceXML Page Requests

The number of VoiceXML pages that were requested during the session.

Session ID

The unique identifier for the session assigned by the media server.

Parent ID

When sessions are related, the session id of the starting session. Applications can set the Parent ID by using the exit variable exitParentID. This can be used to logically link sessions to a single parent session to facilitate the generation of end-to end-reports.

Dialog ID

The unique global identifier given to every dialog belonging to the session.

Application Server

The name or URL of the application server that handled the session.

ASR Server

The name of the ASR server that handled the session and the number of seconds that it was used.

Multiple servers are separated by a comma.

ASR Engine 1 - 5

The name of the ASR engine used in the session.

ASR Usage 1 - 5

The number of billing units by the ASR engine specified in the corresponding ASR Engine column.

For example, ASR Usage 1 contains the usage for the engine listed in ASR Engine 1.

TTS Server

The name of the TTS server that handled the session and the number of seconds that it was used.

Multiple servers are separated by a comma.

TTS Engine 1 - 5

The name of the TTS engine used in the session.

TTS Usage 1 - 5

The number of billing units by the TTS engine specified in the corresponding TTS Engine column.

For example, TTS Usage 1 contains the usage for the engine listed in TTS Engine 1.

View Session Details icon

To view the details for a particular session, click this icon at the end of the row. Avaya Experience Portal displays the Session Details page.