Session Summary (Filters) page field descriptions

Use this page to create a Session Summary report.

This page contains the:

Select a Source Report group

	Note:
	This group is available only when you are generating a custom report. On selecting a source report, the filters on the Add Custom Report (Filters) page is refreshed to correspond to the selected source report. You cannot change the source report once you save a custom report.

Field

Description

Standard Reports

Select one of the available standard reports as a base for generating the custom report.

Custom Reports

Select one of the available custom reports as a base for generating the custom report.

Report Name

Specify a name for the report.

The maximum length of the field is 80 characters and must not contain the following special characters:

, < > ? / \ ! & ( ) + = “ ‘

	Note:
	If you have selected an organization in the field above, the selected organization and forward slash character are automatically prefixed to the report name.

Date and Time group

Button Description

Button	Description
Predefined Values	The options are: All Dates and Times Today Yesterday This Week Last Week This Month Last Month
Last	Limits the report to a given number of days or hours. Enter that number of days or hours in the associated text field, then select Days or Hours from the associated drop-down list. You can enter a whole number from 1 to 99. The number of days is calculated from midnight to 11:59 p.m. For example, if the current time is 3:00 p.m. on Wednesday and you enter a `3` in this field and select Days from the drop-down, the report will include all activity starting on Monday at midnight through the end of the current day.
Between	Limits the report to a specified range of dates. The default range covers a seven day time span that ends with the current date and time. If you want a different range of dates: In the beginning of the Start Date/Time field, enter the start date using the format `mmm-dd-yyyy` or click the calendar icon to select the date from a pop-up calendar. After the start date, enter the start time using a 24-hour format and the same timezone as the EPM. For example, you could enter `Mar-03-2007 16:26:10`. The default for this field is one week prior to the current date at time 00:00:00. In the beginning of the End Date/Time field, enter the end date using the format `mmm-dd-yyyy` or click the calendar icon to select the date from a pop-up calendar. After the end date, enter the end time using a 24-hour format and the same timezone as the EPM. For example, you could enter `Mar–10–2007 16:26:10`. The default for this field is the day prior to the current date at time 23:59:59.

Predefined Values

The options are:

All Dates and Times
Today
Yesterday
This Week
Last Week
This Month
Last Month

Last

Limits the report to a given number of days or hours.

Enter that number of days or hours in the associated text field, then select Days or Hours from the associated drop-down list. You can enter a whole number from 1 to 99.

The number of days is calculated from midnight to 11:59 p.m.

For example, if the current time is 3:00 p.m. on Wednesday and you enter a 3 in this field and select Days from the drop-down, the report will include all activity starting on Monday at midnight through the end of the current day.

Between

Limits the report to a specified range of dates. The default range covers a seven day time span that ends with the current date and time.

If you want a different range of dates:

In the beginning of the Start Date/Time field, enter the start date using the format mmm-dd-yyyy or click the calendar icon to select the date from a pop-up calendar. After the start date, enter the start time using a 24-hour format and the same timezone as the EPM. For example, you could enter Mar-03-2007 16:26:10.

The default for this field is one week prior to the current date at time 00:00:00.
In the beginning of the End Date/Time field, enter the end date using the format mmm-dd-yyyy or click the calendar icon to select the date from a pop-up calendar. After the end date, enter the end time using a 24-hour format and the same timezone as the EPM. For example, you could enter Mar–10–2007 16:26:10.

The default for this field is the day prior to the current date at time 23:59:59.

Note:

The amount of data available for this report depends on the setting for call data records in the Call/Session Retention Period field in the Report Database Record Data group on the Report Data Configuration page.

For example, if the value is set to 14, you can enter a start date that is two weeks before the current date. If the value is set to 7, you can only check for the previous week.

Optional Filters group

In any text field:

All searches are case insensitive unless otherwise noted.
You can replace one or more characters with a wildcard. To replace one character, use _ (underscore). To replace any number of characters, use a % (percent sign).
For example, car_ matches Cart or cars, while Car% matches Cart, cars, Cart Rentals, Car Rentals, CARPET, and so on.
To specify multiple keywords, any one of which will result in a match, use the , (comma) search operator to separate the keywords. For example, to find all calls that came from either 111-555-1212 or 222-555-1214, you would enter tel:1115551212,tel:2225551214 in the Originating # field.
To specify that a keyword should NOT appear in record, use the ~ (tilde) search operator in front of the keyword. For example, to find all calls that did NOT come from 111-555-1212, you would enter ~tel:1115551212 in the Originating # field.
To specify that multiple keywords must all appear in a record for it to be a match, use the + (plus sign) search operator in front of the keyword.
You can combine wildcards and search operators. For example, if you want to eliminate all calls that originated from numbers in the 408 and 303 area codes, you would enter ~tel:303%+~tel:408% in the Originating # field.

Field or Link

Description

Reset

Restores the default filter settings and displayed column settings.

	Note:
	When you click this link, Experience Portal restores the defaults for all filters, even those that are not displayed if the section is collapsed.

Avaya Experience Portal

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

The options are:

All systems
A specific Experience Portal system. If you select this option, only the call sessions handled by the media servers assigned to this system will be shown in the report.

Zone

The options are:

All zones
A specific zone name

	Note:
	The system displays the Zone field only when you create new zones. If you do not create any new zones, you do not see the Zone field.

The Zone field is set to the global zone that the user selects.

The user chooses the time frame located in the same global time zone that the user selects. The default global time zone is the time zone of the EPM. The user can change the time zone by clicking the Zones filter icon in the upper right corner. The change impacts only the current user and applies to all reports. The selected time frame persists only for the current session.

Zones filter icon

To filter zones, click this icon located at the right side of the page. The system opens the Zone filter window for selecting one or more zones.

	Note:
	The system displays the Zones filter icon only when you create new zones. If you do not create any new zones, you do not see the icon.

Media Server

The name of the media server that handled the session.

The options are:

All servers
A specific media server name

Organization

Select an organization associated with the custom report you want to generate.

If you do not select an organization, this indicates that the user does not belong to any organization.

Note:

This field is displayed only if organization level access is enabled in the Experience Portal system and you have logged in as a user not assigned to any organization. For more information on organization level access, see Administering Avaya Experience Portal.

If you select an organization for a custom report, the option to select an application is enabled. Only those applications are listed which belong to the organization.

Application

The name of the application.

The options are:

All applications. This is the default.
A specific application name.

	Note:
	This filter only works for applications compiled with Orchestration Designer 4.0 or later.

more >>

Displays the rest of the optional report filters.

	Note:
	The rest of the fields in this group do not display until you click this link.

Average ASR %

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

The options are:

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

Recognized Utterances

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

The options are:

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

Total Utterances/Interactions

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.

The options are:

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

Average Confidence

The average confidence level achieved while recognizing utterances.

The options are:

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

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 options are:

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

Average Prompt Latency

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

The options are:

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

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.

The options are:

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

Highest Page Loading Latency

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

The options are:

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

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.

The options are:

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

Lowest ASR Recognition (Recognized Utterances)

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

The options are:

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

Lowest ASR Recognition (Total Utterances)

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

The options are:

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

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.

The options are:

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

ASR Session ID

The Session ID on the ASR server. This is the MRCP session ID if the ASR server uses the MRCP protocol.

	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.

Session Transcription

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

The options are:

All values
No
Yes

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>

Start Page Name

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

VoiceXML Page Cache Hits

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

The options are:

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

VoiceXML Page Requests

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

The options are:

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

Session ID

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

	Note:
	This field is case-sensitive.

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 Type

The ASR engine type used in the session.

The options are:

All Engines: This is the default.
A specific engine type.

ASR Usage

The number of billing units used in the session for any ASR engine types used in the session.

Consult with your Avaya sales representative to determine the number of seconds represented by a billing unit.

The options are:

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

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 Type

The TTS engine type used in the session.

The options are:

All Engines: This is the default.
A specific engine type.

TTS Usage

The number of billing units used in the session for any TTS engine types used in the session.

Consult with your Avaya sales representative to determine the number of seconds represented by a billing unit.

The options are:

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

Application Session Variables section

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.

Other Filters section

Sessions from Custom Report

Limits the sessions in this report to those found in the selected custom report.

	Note:
	Applies all filters specified in another custom report, except the Date and Time filter.

This option helps you to use filters across different custom report types. For example, if you have a custom Application Detail report that shows when blue cars are rented, you can view a Contact Summary report that contains only calls on which blue cars were rented.

Select a custom report from the drop-down list which includes all available custom reports.

<< less

Collapses the Optional Filters group.

Report Type group

Field name	Description
Summarize By	The report type or types you want to summarize by. The options are: Session Averages displays the Session Averages group. Highest Page Loading Latency displays the Highest PageLoading Latency group. Lowest ASR Recognition displays the Lowest ASR Recognition group. Exit Page displays the Exit Page group. Exit Info #1 displays the Exit Info #1 group. Exit Info #2 displays the Exit Info #2 group. Exit Reason displays the Exit Reason group. Topic displays the Topic group. ASR Usage displays the ASR Usage group which lists the ASR engines available on the system and the total number of billing units for the time period of the report. TTS Usage displays the TTS Usage group which lists the TTS engines available on the system and the total number of billing units for the time period of the report.

Field name

Description

Summarize By

The report type or types you want to summarize by.

The options are:

Session Averages displays the Session Averages group.
Highest Page Loading Latency displays the Highest PageLoading Latency group.
Lowest ASR Recognition displays the Lowest ASR Recognition group.
Exit Page displays the Exit Page group.
Exit Info #1 displays the Exit Info #1 group.
Exit Info #2 displays the Exit Info #2 group.
Exit Reason displays the Exit Reason group.
Topic displays the Topic group.
ASR Usage displays the ASR Usage group which lists the ASR engines available on the system and the total number of billing units for the time period of the report.
TTS Usage displays the TTS Usage group which lists the TTS engines available on the system and the total number of billing units for the time period of the report.