Contact Summary Report page field descriptions

Last Updated : Mar 04, 2021 |
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Summary section

This section always contains the following fields:
Field
Description
Total Contacts
The total number of contacts handled that match the specified filter criteria.
Average Duration
The average contact duration in seconds for the contacts that match the specified filter criteria.
Peak Contact Hour
The hour during which the highest number of contacts is processed.
If there is more than one hour in which the same number of contacts is processed, this field displays the first peak hour.
You can see this field if you select Day or Hour Of Day in the Report Type group on the Contact Summary page.
Contacts in Peak Hour
The total number of contacts that are processed during the Peak Contact Hour.
You can see this field if you select Day or Hour Of Day in the Report Type group on the Contact Summary page.
Peak Contacts
The maximum number of contacts that are active at any one second period over the time frame of the report.
In addition, this section includes a field for each filter you specified in the Contact Summary page.
For example:

Summary By Application table

This table appears if you selected Application in the Report Type group on the Contact Summary page.
Column
Description
View Graph
Opens a separate window showing the report data in graphical format.
Application
The VoiceXML application running on the selected Media Servers.
Contacts
The number of contacts associated with that application.
Average Duration
The average contact duration in seconds for contacts associated with that application.

Summary By Area Code table

This table appears if you selected Area Code in the Report Type group on the Contact Summary page.
Note:
The Summary By Area Code table is displayed only for the Avaya Experience Portal installations in the USA and Canada region.
Column
Description
View map
Opens a separate window showing the map for each area code from which contacts were received. You can click the icon for each area code on the map for more details.
Area Code
The area code from which contacts were received.
Contacts
The number of contacts received from that particular area corresponding to the area code.

Summary By Day table

This table appears if you selected Day in the Report Type group on the Contact Summary page.
Column
Description
View Graph
Opens a separate window showing the report data in graphical format.
Day
The day of the week along with the full date.
Minutes Used
Represents the total number of minutes used by all contacts on that day, rounded up to the nearest minute.
Peak Busy Ports
Represents the maximum number of ports that were in use at any one second period during that day.
Contacts
The number of contacts handled on that day.

Summary By DNIS table

This table appears if you selected DNIS in the Report Type group on the Contact Summary page.
Column
Description
DNIS
The called number.
Total Minutes
Represents the total number of minutes used by contacts to that DNIS number, rounded up to the nearest minute.
Peak Busy Ports
Represents the maximum number of ports that were in use at any one second period involving contacts to that DNIS number.
Contacts
The number of contacts handled by that DNIS number.

Summary By Duration table

This table appears if you selected Duration in the Report Type group on the Contact Summary page.
Column
Description
View Graph
Opens a separate window showing the report data in graphical format.
Duration
The duration range, in the format minutes:seconds. The durations are in one minute intervals.
Contacts
The number of contacts that fell under that duration range.

Summary By Email Statistics table

This table appears if you selected Email in the Report Type group on the Contact Summary page.
Column
Description
Email Statistic
The Email Statistic for which the data is displayed. The email statistics included in this table are:
  • Number of Messages Sent: The number of successful outbound messages.
  • Number of Failures: The number of failed outbound messages.
  • Number of Messages Received: The number of successful inbound messages.
Count
The value for the email statistic for which the data is displayed.

Summary By End Type table

This table appears if you selected End Type in the Report Type group on the Contact Summary page.
Column
Description
View Graph
Opens a separate window showing the report data in graphical format.
End Type
The end type encountered. This can be:
  • All values
  • Near End Disconnect: The application completed and terminated the contact.
  • Transfer: The application transferred the contact.
  • Far End Disconnect: The calling party terminated the contact by hanging up.
  • Interrupted: The contact was terminated because the grace period expired for an Media Server shutdown request from the EPM.
  • Not Routed: The contact was not routed because no applications exist for this DNIS.
  • No Resource: The contact was not handled because no speech resources could be allocated.
  • Session Manager Error: The session encountered a problem and could not continue.
  • Redirected: The contact was redirected. For example, SIP Refer.
  • Rejected: The contact was rejected. For example, set when a contact is rejected through a CCXML app, or if the contact is rejected when attempting to connect the contact because the contact is disconnected before it is answered.
  • Merged: The contact was merged with another contact. For example, SIP Refer w/replace.
  • N/A: When the media server does not specify any end type it will be shown in the reports as N/A.
  • Timeout: Displayed if the HTML session times out or the user abandon’s the HTML page.
Contacts
The number of contacts associated with that end type.
Average Duration
The average contact duration in seconds for contacts with that end type.
End Details
Additional information to End Type on how the contact ended.
For example, you can specify the Busy filter to view all outbound contacts that received a busy signal.
The options are:
  • Application exited
  • Busy
  • Hangup
  • Insufficient Media Server Resources
  • Insufficient Telephony Resources
  • Internal Error
  • Invalid Called URI
  • Network Busy
  • No Answer
  • SessionTerminated
  • SIT (Special Information tone) for disconnected number
  • tel: transferdestination#
  • Unknown Disconnect Reason

Summary By Hour of Day table

This table appears if you selected Hour Of Day in the Report Type group on the Contact Summary page.
Column
Description
View Graph
Opens a separate window showing the report data in graphical format.
Hour of the Day
The hour, with 00 representing midnight and 23 representing 11 p.m.
Contacts
The number of contacts handled during that hour.
Average Duration (secs)
The average duration of contacts handled during that hour.

Summary By Media Server table

This table appears if you selected Media Server in the Report Type group on the Contact Summary page.
Column
Description
View Graph
Opens a separate window showing the report data in graphical format.
Media Server
The name of the media server that handled the contact.
Contacts
The number of contacts handled by the media server.

Summary By Media Server Port Utilization table

This table appears if you selected Media Server in the Report Type group on the Contact Summary page.
Column
Description
Port
The port number on which the contacts came in.
Media Server
The name of the media server that handled the contact.
Contacts
The number of contacts handled by the media server on that port.
Average Duration
The average length of time in seconds that the contacts lasted.
Port Utilization
The average percentage of the port that was utilized while the contacts were being handled.
Note:
If you select All Dates and Time in the Date and Time area, the system displays the value of this column as N/A. To view the Port Utilization information, select any other value in the Date and Time area.

Summary By Peak Busy Ports table

This table appears if you selected Peak Busy Ports in the Report Type group on the Contact Summary page.
Column
Description
Zone
The zone to which the ports belong.
Application
The application running on the Media Server.
Peak Busy Ports
Represents the maximum number of ports that were in use at any 1 second period during that day.
Note:
In the Summary By Peak Busy Ports report, the Application column might display the application name in the form of Organization Name/--- or simply ---, when the value pertains to the entire zone. For example, if the Application column of a Contact Summary Report displays a row as ABC/---, the row contains the peak busy ports used by all ABC applications included in the report.

Summary By RTP Statistics table

This table appears if you selected RTP Statistics in the Report Type group on the Contact Summary page.
Column
Description
View Graph
Opens a separate window showing the distribution of Jitter by contact volume, in graphical format.
RTP Statistic
The RTP Statistic for which the data is displayed. The RTP Statistics included in this table are:
  • Server Observed Jitter: The Media Server determined Jitter based on the statistical variance of the RTP data packet inter-arrival time.
  • Server Observed Packet Loss (%): The percentage of lost RTP data packets as determined by the Media Server.
  • Round Trip Time Server to Far End (ms): The delay, in milliseconds, between receiving the last SR packet from source SSRC_n and sending a reception report block.
  • Far End Reported Jitter: The Jitter reported from the far end of the RTP stream.
  • Far End Reported Packet Loss (%): The percentage of packet loss reported from the far end of the RTP stream.
Minimum
The minimum value for the RTP statistic.
Average
The average value for the RTP statistic.
Maximum
The maximum value for the RTP statistic.

Summary By SMS Statistics table

This table appears if you selected SMS Statistics in the Report Type group on the Contact Summary page.
Column
Description
SMS Statistic
The SMS Statistic for which the data is displayed. The SMS statistics included in this table are:
  • Number of Messages Sent: The number of successful outbound messages.
  • Number of Failures or Unknown Status: The number of failed outbound messages.
  • Number of Messages Received: The number of successful inbound messages.
  • Number of Delivery Receipts Requested: The number of delivery receipts requested for outbound messages.
  • Number of Delivery Receipts Pending: The number of pending delivery receipts for outbound messages.
  • Number of Delivery Receipts Received: The count of the number of SMS delivery receipts that have been received.
  • Number of SMS Lookups: The count of the number of SMS Lookups that have been received.
  • Number of Failed SMS Lookups: The count of the number of failed SMS Lookups that have been received.
Count
The value for the SMS statistic for which the data is displayed.
Trending Summary
Column
Description
Day
The day of the week along with the full date.
Report Name
Name of the report.
Contacts
The number of contacts associated with that application.
View Graph
The graph displays a timeline history of contacts that meet the custom criteria.