USAN Developer's 101: Reports
Welcome to USAN Developer 101! We are happy that you have joined the USAN team. USAN has unique applications with unique methods to code call-flows. The USAN Developer 101 modules address unique USAN methods and procedures. After this module, you will be able to articulate and understand the importance of pegging an application accurately.
Problem Solving - What Happened Here?
When you look at this Pay-By-Phone (PBP) Success Rate Report, What do you think happened to produce the flat dips on the graph?
USAN, as well as our customers, use reports to analyze the effectiveness of our IVR call flows. It is mission critical to be able to follow the path of a caller to identify issues and enhance our product. You play a critical role when coding report IDs or pegs in specific locations. Reports need to be useful for our customers and for our internal analysis. As a developer, you need to think like "customer" and make decisions as to what is the best way to peg to get the reporting results that are most meaningful.
USAN Reports are:
- Measure performance
- Complex high level
- Tuning and Optimizations
- Identify/Solve Problems
Describe in your own words, what do you think happened in the PBP Success Rate Report.
- Minute tracking ( we sell services )
- Reconciliation with other vendors/carriers
- Financial reporting
Describe What Happened Here?
Describe in your own words, what do you think happened in the Pay-By-Phone (PBP) Success Rate Report?
Type of Reports
USAN has Standard call-flow, Traffic and Custom reports.
USAN has standard call-flow reports show step-by-step where the caller went. These reports:
- Run nightly
- Viewable via the Button
- Broken by DNIS (800#) Tables
Traffic Reports show calls leaving our platform and volume of calls in the IVR. Traffic reports have the following features:
- FileName: YY-MM-DD_APP_DNIS _Traffic
- Run nightly, MTD and Monthly
- Calls leaving USAN via out-dial cell
USAN Reports come from the Call Detail Record (CDR).
Generating an RPT
USAN has the Manager tool for reading the application and generating the RPT. The RPT defines what will display on the report and how it maps to the Call Detail Record (CDR) data. In summary, the RPT defines the format of the CDR data displayed in a report. The Button is a website for viewing and managing the RPT files.
How to Peg an Application
What are Dynamic Pegs?
What if dynamic values need to be displayed? Then, use dynamic pegs!
Dynamic Pegs provide a way to report on custom data.
- are dynamic because new data trigger new rows
- must use an EVENT_CDR cell type
- Must specify a field for aggregation
Important Note: In the USAN current state, dynamic pegs aren't always documented. They are implied at prescreens, but also apply to host return codes.
In USAN's future State: Business Analysts will document peg requirements in the call-flow, DEV will aggregate on the result code values.
Creating Dynamic Pegs
Step 1: Add an EVENT_CDR cell to store the dynamic value (field1)
Step 2: Update the RPT file to include the new Event_CDR cell
Step 3: Add Aggregate field index
Dynamic Pegs Do's and Dont's
Use them for prescreen values Don’t aggregate on PII data
Use them for Xfer Connect out-dials Don’t aggregate on a large data sets, like ANI, amounts, etc.
Use them for NICM/Host Return Codes Don’t use with values > 32 characters
Which items should be pegged?
- Host Transaction and Reply
- Table Failures
- Collapsible Menus
- Start of pages
- Table Driven features (bypassing menus, hidden menu options)
- Start and end of Tasks
- Start and end of Modules
Match the steps and actions to peg correctly.
Match the step with the action that best describes the pegging process.
Locate the pegs on the Visio call-flow and the code.
Add Report ID values to your code to match the Visio call-flow.
Run a manager command to merge the changes
Load and view the Report
What are Collapsible Menus?
A collapsible menu is a menu with several choices that you can enable or disable depending on the customer's requirements. In the example below, you can see that for choice 1 the caller can use either checking or debit card. Choice 3 has been disabled.
Viewing and Loading Reports
Loading an RPT file via the Button
Demo 1: Loading an RPT via the Button
The Button Uses
Viewing Reports via IVR Vision
Viewing Reports via IVR Vision
IVR Vision Basics
- By default, the IVR Vision display hides the labels without calls.
- By default, the IVR Vision display shows all the labels without calls.
- IVR Vision is an interactive near real-time reporting tool.
Putting it all Together
Demonstrate Your New Skills by generating a report.
Demonstrate what you have learned by applying the concepts learned in previous sections. To complete this module:
Step 1 - Make a test call with your application
Step 2 - Generate a report with proper indentions
Step 3 - Upload text file to:
Step 4: Provide your feedback and questions below.