Tips for reviewing call logs

[avc874771684854]

Our company is currently switching our self-service IVR from a Pureconnect platform to Avaya. The call flows are relatively complex and designed in Orchestration Designer. Does anyone have any tips on how to review call logs to find issues with routing and playback? Currently with Pureconnect I routinely logs to walk through the calls, it shows each prompt played, the utterances received, data fetched via API, etc.

So far, I have not found a way to accomplish this on the Avaya platform, so much our development/troubleshooting takes significantly longer. Am I missing something obvious within the platform?

[avc861193901584]

Hi,

Probably the best way to do this for an individual call would be to use the Avaya Experience Portal.
Under each application's settings, you can go to the Reporting Parameters section.
I recommend changing:
(Note, you may need to assign your user the "Privacy Manager" role if the settings are greyed out.)
Transcription Enabled: Yes
DTMF Data: Save
Prompt Data: Save
TTS Data: Save
Speech Data: Text Only

After doing this, you will be able to find new calls via Reports -> Standard -> Contact Detail (set filters as appropriate)
In the result list, you can click the little magnifying glass with a + in it.
This will show you all of the audio played, digits collected, and the like.

Note: This can expose PII. It is recommended that you use the Orchestration Designer "private" tag to mask potentially sensitive prompts and digit inputs.

Errors across all calls are most easily found in the Avaya Experience Portal Log Viewer page. It will show issue fetching audio, TTS speak errors, and transfer failures.

[avc874771684854]

Thank you so much! I'll give this a try and see what we get.