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Generating Reports

The Reports section provides different views on the behavior of a given call flow. To access the reports section, select Channel Monitoring > Reports from the Workbench navigation pane.

  1. In the “Call Flow Name” field start typing the name of the desired call flow. The search field will show a list of potential matches.
  2. You must also select a start and an end date to filter the data that will be shown on the report.
  3. Then click the “Refresh” button.

Generating a Report

Generating Reports pg 109.png

Understanding Reports

Each tab in the Reports section provides a different view of the available data on the selected call flow.

Call Metrics Report

The Call Metrics report uses a graph to describe the behavior of a call flow in time. The horizontal axis shows the dates in which individual calls were executed. The vertical axis can be modified on the dropdown list to change the metric used to analyze the call.

Call Metrics Report

Call Metrics Report pg 109.png

Each of these metrics has three thresholds that can be configured in the Alarms section of the Call Flow configuration (see Alerts). The threshold for each severity (low, high, critical) is shown in the graph as a different horizontal line.

The available metrics are:

Call Duration

The length of the call in seconds. The duration is measured from the moment Channel Monitoring starts the call (i.e., sends the first SIP invite message), until the call is finished because it either encounters an error or ends as expected.

Wait Time for Agent

The amount of time in minutes between the start of the transfer to an agent, and the moment when the agent answers the call.


A measure of the quality of the call. In the context of Channel Monitoring, jitter is understood as “the variation of a signal with respect to some clock signal, where the arrival time of the signal is expected to coincide with the arrival of the clock signal.” In this case, the signal refers to the RTP packets downloaded to Channel Monitoring, and the clock signal is the RTP clock rate for the media stream. Jitter is measured in milliseconds.

The quoted jitter definition above is from Internet Engineering Task Force (IETF) RFC 3393: IP Packet Delay Variation Metric for IP Performance Metrics (IPPM), page 2, retrieved from https://tools.ietf.org/html/rfc3393.

Call Results Report

The Call Results report presents the overall outcome for the calls placed against the call flow and the number of times each outcome has occurred. The possible outcomes are:


All stages were executed and their results were as expected.

Pending Result

The call has finished and is being analyzed to determine if it failed at some point of its execution or if it’s a success. Even though most results are determined in real-time during the execution of the call, some could be delayed to the end of the call (such as media analysis).

Registrar Connection Failed

The SIP account used by Channel Monitoring to make calls could not connect to SIP Server. This would usually occur during the “Start Call” stage when Channel Monitoring tries to reach SIP Server. Possible causes include problems trying to resolve the domain name or IP address of SIP Server.

Account Authentication Failed

The SIP account used by Channel Monitoring to make calls could not authenticate against SIP Server using the provided credentials. This would usually occur during the “Start Call” stage when Channel Monitoring tries to register the account in SIP Server.

Unexpected Hang-up

The call was being executed and it stopped in an unexpected moment. Calls should end (hang-up) during the “End Call” stage and the “Wait for Agent” stage when the initial call is replaced because of the transfer to the agent. If the call ends at any other stage, it will be considered an unexpected hang-up.

No Answer

Channel Monitoring was not able to reach the target DN and complete the Start Call transaction after a given timeout. This could occur during the “Start Call” stage as Channel Monitoring tries to set up the call with the System Under Test.

Media Analysis Failed

Media received during the call did not match the expected media. A call could have various “Receive Media” stages where audio is received and then analyzed to determine if it matches the expected audio. This comparison produces a percentage error that, when high enough, will produce this error.

No Answer from Agent

A transfer to an agent was expected to occur but no provided DN answered the call before the given timeout. In this case, Channel Monitoring waits for the call to get transferred to one of the DNs provided during the call flow creation. The call might get transferred but it will only be successful if the target of the transfer is contained in the list of DNs set up by the user while configuring the “Wait for Agent” stage.

Call Results Report

Call Results Report pg 112.png

Stage Results Report

This section shows the different outcomes per stage of a call flow. The report aggregates all the stage results across the different calls for the given call flow. For example, if a call fails while sending audio because of an unexpected hang-up, this will increase the count for unexpected hang-ups during that specific send media stage.

Stage Report Results

Stage Report Results pg 112.png

Call Details Report

Uses a tabular view to present various properties of the calls. Each row represents the execution of a call from the chosen call flow. The possible execution results for a call are “Success” and “Fail”. If the call failed, the table will show the stage in which it failed, and the reason for the error.

This table enables the user to select which columns should be shown or hidden.

Call Details Report

Call Details Report pg 113.png

This page was last modified on May 30, 2017, at 11:39.


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