Installation and Administration Guide for the Speech Connect for Cisco Unity Feature
Speech Connect Reports
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Speech Connect Reports

Table Of Contents

Speech Connect Reports

Call Summary Report

Cumulative Data Report

Department Prompt Report

Hourly Summary Report

Operator Summary Report

Departments Report

Transfer Summary Report

TTS Employees Report

User Summary Report

Names Tuning Report

Client Recognition Summary Report

Failed Utterance Report

System Logs


Speech Connect Reports


This chapter describes how to view Speech Connect reports and system logs.

See the following sections:

Call Summary Report

Cumulative Data Report

Department Prompt Report

Hourly Summary Report

Operator Summary Report

Departments Report

Transfer Summary Report

TTS Employees Report

User Summary Report

Names Tuning Report

System Logs


Caution Running a report involving a huge employee database or a long date range of calling logs may affect CPU and network performance, and should be done during off-peak hours.

Call Summary Report

The Call Summary report provides a summary from the call detail logs showing the total number of calls made into Speech Connect, broken down by how many caller utterances were recognized, and how many needed confirmation. A detail section shows call totals by how the call was routed. For example, it reports on transfer, hangup, retry, cancel, and whether enhanced disambiguation was used.

To View the Call Summary Report


Step 1 Click Config and then click Call Summary. The Call Summary report appears.

The Call Summary fields are described in Table 9-1.

Step 2 Click Go. The report appears in a text window.


Table 9-1 Call Summary Fields 

Field
Description
Values

Machine

The name of the local system.

localhost (only valid entry)

Start Date

Start date of the date range for the report.

Start date in MM/DD/YY format

End Date

End date of the date range for the report.

End date in MM/DD/YY format

Application

Enter the name of the application for this report, or enter a wildcard.

Application name, as created in Config > Application

% = All applications

User

Enter a user ID or a wildcard.

User ID

% = All users


Cumulative Data Report

The Cumulative Data report provides total port utilization to determine the number of ports simultaneously busy for a given date range.

To View the Cumulative Data Report


Step 1 Click Reports and then click Cumulative Data. The Cumulative Data report appears.

The Cumulative Data fields are described in Table 9-2.

Step 2 Click Go. The report appears in a text window.


Table 9-2 Cumulative Data Fields 

Field
Description
Values

Machine

The name of the local system.

localhost (only valid entry)

Start Date

Start date of the date range for the report.

Start date in MM/DD/YY format

End Date

End date of the date range for the report.

End date in MM/DD/YY format


Department Prompt Report

For each department in the database, the Department Prompt report shows the department code, title, transfer phone number, and whether a department name prompt has been voice recorded, recorded with TTS, or not been recorded.

To View the Department Prompt Report


Step 1 Click Reports and then click Department Prompt. The Department Prompt page appears.

Step 2 Click Go. The report appears in a text window.


Hourly Summary Report

The Hourly Summary report summarizes the total number of calls per hour. For the selected date range, a call total is shown for each hour of the day together with the percentage of calls handled by Speech Connect during that hour.

To View the Hourly Summary Report


Step 1 Click Reports and then click Hourly Summary. The Hourly Summary report appears.

The Hourly Summary fields are described in Table 9-3.

Step 2 Click Go. The report appears in a text window.


Table 9-3 Hourly Summary Fields 

Field
Description
Values

Machine

The name of the local system.

localhost (only valid entry)

Start Date

Start date of the date range for the report.

Start date in MM/DD/YY format

End Date

End date of the date range for the report.

End date in MM/DD/YY format

Application

Enter the name of the application for this report, or enter a wildcard

Application name, as created in Config > Application

% = All applications

User

Enter a user ID or a wildcard.

User ID

% = All users


Operator Summary Report

The Operator Summary report provides statistics about calls transferred to a live operator. Call counts are presented for caller timeouts, too many recognition attempts, ambiguous disambiguation and caller requests.

To View the Operator Summary Report


Step 1 Click Reports and then click Operator Summary. The Operator Summary report appears.

The Operator Summary fields are described in Table 9-4.

Step 2 Click Go. The report appears in a text window.


Table 9-4 Operator Summary Fields 

Field
Description
Values

Machine

The name of the local system.

localhost (only valid entry)

Start Date

Start date of the date range for the report.

Start date in MM/DD/YY format

End Date

End date of the date range for the report.

End date in MM/DD/YY format

Application

Enter the name of the application for this report, or enter a wildcard.

Application name, as created in Config > Application

% = All applications

User

Enter a user ID or a wildcard.

User ID

% = All users


Departments Report

The Departments report shows how many calls were transferred to each department, including the total number of minutes spent in those calls.

To View the Departments Report


Step 1 Click Reports and then click Departments. The Departments report page appears.

The Departments fields are described in Table 9-5.

Step 2 Click Go. The report appears in a text window.


Table 9-5 Departments Fields 

Field
Description
Values

Machine

The name of the local system.

localhost (only valid entry)

Start Date

Start date of the date range for the report.

Start date in MM/DD/YY format

End Date

End date of the date range for the report.

End date in MM/DD/YY format

Application

Enter the name of the application for this report, or enter a wildcard.

Application name, as created in Config > Application

% = All applications

User

Enter a user ID or a wildcard.

User ID

% = All users


Transfer Summary Report

The Transfer Summary report shows the total number of calls for the selected date range for each transfer destination, including the percentage of calls that went to that destination and the average call length for each. Destinations include employee phone, departments, operator requests, operator autoroute, and hangup.

To View the Transfer Summary Report


Step 1 Click Reports and then click Transfer Summary. The Transfer Summary page appears.

The Transfer Summary fields are described in Table 9-6.

Step 2 Click Go. The report appears in a text window.


Table 9-6 Transfer Summary Fields 

Field
Description
Values

Machine

The name of the local system.

localhost (only valid entry)

Start Date

Start date of the date range for the report.

Start date in MM/DD/YY format

End Date

End date of the date range for the report.

End date in MM/DD/YY format

Application

Enter the name of the application for this report, or enter a wildcard.

Application name, as created in Config > Application

% = All applications

User

Enter a user ID or a wildcard.

User ID

% = All users


TTS Employees Report

The TTS Employees report provides the name, user ID, and office extension of employees who have not recorded a name response, and have a Text to Speech (TTS) name recording.

To View the TTS Employees Report


Step 1 Click Reports and then click TTS Employees. The TTS Employees page appears.

Step 2 Click Go. The report appears in a text window.


User Summary Report

The User Summary report shows the number of calls for each number requested. Employee name is shown if the number corresponds to an employee.

To View the User Summary Report


Step 1 Click Reports and then click User Summary. The User Summary report appears.

The User Summary fields are described in Table 9-7.

Step 2 Click Go. The report appears in a text window.


Table 9-7 User Summary Fields 

Field
Description
Values

Machine

The name of the local system.

localhost (only valid entry)

Start Date

Start date of the date range for the report.

Start date in MM/DD/YY format

End Date

End date of the date range for the report.

End date in MM/DD/YY format

Application

Enter the name of the application for this report, or enter a wildcard.

Application name, as created in Config > Application

% = All applications

User

Enter a user ID or a wildcard.

User ID

% = All users


Names Tuning Report

Revised February 2008

The Names Tuning report provides failed utterance and recognition reports for all servers licensed for the Names Tuning service. The two Names Tuning reports are:

Client Recognition Summary Report

Failed Utterance Report

To Access the Names Tuning Report


Step 1 Click Reports and then click Names Tuning. The Names Tuning report screen appears.

Step 2 Click a Log Name to display a report.


Client Recognition Summary Report

The Client Recognition Summary report:

Shows how well your Speech Connect servers are performing. Fields such as Number of Accepted Calls, Average Number of Name Attempts Per Call, and Number of Calls with Cancel Invoked can be used to check system performance.

Lists the improvements that the Names Tuning process made to improve the system. Fields such as Number of Utterances Transcribed and Number of Pronunciations Improved can be used to show system improvements.

Contains a Name Improvement Details section that lists the new words in the customer directory and the names that were improved.

Table 9-8 Client Recognition Summary Report Fields 

Field
Description
System Information

Server

Lists the servers that are licensed for Names Tuning.

Seats

Lists the number of licensed seats for each server.

Names Added

Lists the number of names added. This is the number of names appearing in the word list that were not in the last report.

# of Utterances Transcribed

Lists the number of utterances transcribed (will all be Continuous Improvement type).

# Pronun. Improved

Lists the number of pronunciations improved, which includes any word that appears in the site word lists that has an update date for this period.

System Performance

Recog. Calls

Lists the number of calls where recognition was used for each server.

Accept. Calls

Lists the number of accepted calls for each server. This metric helps to identify how well recognition is working. Any call where the caller was given a result, did not cancel, and probably did not hang up is counted as an Accepted Call.

Avg Name Attpts

Lists the average number of name attempts per call. This metric also relates to recognition performance. It tracks how many times in the course of one call that a caller had to speak a name. The closer this metric is to 1 on average, the better the system is performing.

Calls Cancelled

Lists the number of calls with cancel invoked. This metric counts any call where the caller said "Cancel" at some point.

Name Improvement Details

Names Added

Lists the names added to the dictionary for each server.

Pronunciations Improved

Lists the pronunciations that were improved for each server.

Improved Date

Lists the date when pronunciations were improved.


Failed Utterance Report

The Failed Utterance Report classifies and shows the transcribed details about utterances that the Names Tuning process considered failed.

The types of failed utterances include:

Failures that the Names Tuning process can potentially repair. For example, Names Tuning can improve the performance by adding a pronunciation to the dictionary.

Failures that the customer can potentially repair by modifying data. For example, the customer may be able to fix missing nicknames, missing departments, and incorrect or incomplete first, last, or middle names.

Failures that the customer can potentially repair with environmental changes. For example, these items can be classified as noise, sampling, or volume issues.

Failures that are not readily repairable. For example, the caller said an out-of-grammar phrase that should not be in the grammar or the caller was a recorded announcement.

Table 9-9 Failed Utterance Report Fields 

Field
Description
System Information

Server

Lists the servers that are licensed for Names Tuning.

Trans. Utt

Lists the number of utterances that Names Tuning transcribed for each server.

Fail Utt

Lists the number of utterances that Names Tuning determined were failed utterances.

Miss Pron

Lists the number of missing pronunciations, which are utterances for which Names Tuning can improve performance by adding a pronunciation to the dictionary.

Miss Item

Lists the number of missing items, which are failures that the customer can potentially repair by modifying data. For example, this category includes missing nicknames, missing departments, and incorrect or incomplete first, last, and middle names.

Noi/Smp/Vol

Lists the number of failures that the customer can potentially repair with environmental changes, including items such as noise, sampling, or volume issues.

Not Rep

Lists the number of utterances that were not repairable. For example, the caller said an out-of-grammar phrase that should not be in the grammar or the caller was a recorded announcement.

Failed Utterance Details

Lists the date and type of issue that was transcribed, brief details about the issue, and the transcribed text of the failed utterance.


System Logs

The System Logs option provides access to application logs to obtain status information about data import, directory update, licensing, and grammar build processes.

To Access System Logs


Step 1 Click Reports and then click System Log Access. The System Log report appears.

Step 2 Click a log file to display the report.