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. 

 

 

USAN Reports?

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: 

Analytical Instruments

  • Measure performance
  • Complex high level
  • Tuning and Optimizations
  • Identify/Solve Problems

Financial Instruments

  • Minute tracking ( we sell services )
  • Reconciliation with other vendors/carriers
  • Financial reporting

Describe in your own words, what do you think happened in the PBP Success Rate Report.

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. 

Dynamic Pegs: 

  • 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 

Do's                                                                                             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?

  • Menus
  • Prompts
  • Host Transaction and Reply
  • Outdials
  • Table Failures
  • Collapsible Menus
  • Prescreens
  • 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. 
  • Step 1
    Locate the pegs on the Visio call-flow and the code.
  • Step 2
    Add Report ID values to your code to match the Visio call-flow.
  • Step 3
    Run a manager command to merge the changes
  • Step 4
    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

The Button is used for  an RPT,    an RPT,            reports and  RPT files.

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: 

usanad.sharepoint.com/Departmetns/Product_Management/tds/TDS_shared_Documents/Dev_Assignment

Step 4:  Provide your feedback and questions below.