application report

The Application report summarizes call activity in specific categories by voice application. Information is accumulated and summarized at intervals for the entire reporting period. Reported data can be used to determine the busy hour load for an application and also provide insight into how application calls are being terminated. This information can reveal problem areas in application usage. For example, a high rate of caller disconnects at a particular point in an application may indicate caller confusion or frustration due to inadequate instructions.

Figure 1. The Application report

Application report


System: luton                                 Printed: Apr 22, 1997 at 18:56

Activity from: April 22, 1997                             To: April 22, 1997

Application:          Welcome

____________________________________________________________________________

         |

    Time |        Total         Appl       Caller     Duration

  Period |        Calls      Hangups      Hangups

_________|__________________________________________________________________

         |

   18:30 |            3            2            1           14

_________|__________________________________________________________________

         |

   Total |            3            2            1           14

       % |                        66%          33%

_________|__________________________________________________________________

The Application report contains the following information:

Application: The voice application.
Time Period: The interval to which reported statistics apply.
Total Calls: The total number of telephone calls processed by the voice application during the interval.
Appl Hangups: The number and percentage of calls terminated by the application during the interval. Application hangups can result from conditions such as host timeout or reaching the end of a script.
Caller Hangups: The number and percentage of calls terminated by callers during the interval.
Duration: The total duration in seconds of all telephone calls processed by the application during the interval.
Total: A grand total and overall percentage for each report category.