IVR Logs

An IVR is an automated telephony system that contacts The person interacting with an agent, IVR, or bot in your contact center. interact with. Organizations use this to provide a variety of self-service options, such as:

Gathering information about a caller
Allowing callers to self-serve by interacting with a virtual agent A software application that handles customer interactions in place of a live human agent.
Providing menu options for callers
Routing callers to the appropriate agent or department

An IVR log is a record of these interactions. For each interaction with an IVR, the log records data and events that occur. This could be time stamps, routing decisions, system or caller responses, and so forth. With Data Streams, you can send this data in real-time to an external source using Kinesis or Kafka streams.

IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. logs track the interaction of the contact The person interacting with an agent, IVR, or bot in your contact center. with a CXone Mpower ACD menu system. These logs are helpful for analysis and reporting of IVR interactions. IVR log streaming can publish this event data in near-real-time to AWS Kinesis or Apache Kafka.

Key Facts About IVR Logs

IVR log events are available in AVRO, Protobuf, and JSON formats.
Events are published to Data Streams without a schema, so you need to have access to the schema to parse them.
IVR log streaming supports stable schema evolution, where updates are handled on a subscription basis.
Once the subscription is created using a schema, updates to the schema do not affect the existing subscribers. Subscribers can choose to adapt to the new schema without breaking the existing infrastructure because the new fields are introduced as optional fields.
You can create Kinesis and Kafka subscriptions based on your own unique requirements.
You can choose to subscribe all your IVR log events to a single stream or multiple streams segregated by point of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. IDs.
A single-call interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. is represented by multiple IVR log events, such as call answer and call redirect.

View example log

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Header:
{
    "eventTime" = "2021-02-11T07:05:15.597Z",
    "busNo" = "3333",
    "masterContactId" = "1",
    "contactId" = "1",
    "skillNo" = 2206,
    "skillName" = "IB-Chat",
    "actionSequence" = 0,
    "ani" = "452342342342",
    "dnis" = "42342342342",
    "pocId" = 10,
    "pocName" = "Contact-point",
}

ActionItem:
{
    "eventTime" = "2021-02-11T07:05:15.597Z",
    "busNo" = "3333",
    "masterContactId" = "1",
    "contactId" = "1",
    "skillNo" = 2206,
    "skillName" = "IB-Chat",
    "actionSequence" = 1,
    "masterId" = 8,
    "scriptName" = "script",
    "actionId" = 10,
    "actionName" = "action",
    "actionGuid" = "A711CAF8-B420-4AF3-9125-243553512334",
    "selection" = "1",
    "inputMethod" = "NONE",
    "customData": {},
    "pocId" = 10,
    "asrConfidence" = "10",
}

FooterItem: 
{
    "eventTime" = "2021-02-11T07:05:15.597Z",
    "busNo" = "3333",
    "masterContactId" = "1",
    "contactId" = "1",
    "skillNo" = 2206,
    "skillName" = "IB-Chat",
    "actionSequence" = -1,
    "endReason" = "Call Ended",
    "pocId" = 10,
    "abandoned" = false,
}

ScriptCompletedItem:
{
    "eventTime": "2021-02-11T07:05:15.597Z",
    "busNo": "3333",
    "masterContactId": "1",
    "contactId": "1",
    "skillNo": 2206,
    "skillName" = "IB-Chat";
    "actionSequence": -1,
    "clusterName": "NO-CLUSTER",
    "numberOfLoggedActions": 1,
    "pocId" = 10;
}

Learn more about IVR log event types:

Event Type	Details
Header	The Header event represents the start of an interaction. Only one header is published per interaction.
Action	The Action events are the essence of the IVR log and represent actual interaction details, such as menu selection and voice commands.
Footer	The Footer events denote the completion of the interaction, such as call transfer and call ending. There can be multiple interactions associated with the main interaction.
Completed	The Completed events denote the completion of the main interaction, such as call disconnection and call ending.