Create a report to retrieve users' audio testing data (App)

This article explains how to create a report to retrieve users’ call testing data in App.

In this article

Overview

Whenever a user logs into App:

• For the first time; or,

• After clearing browsing data; or,

• After a major update,

The Avaya system presents the user with a modal to test their audio settings. This is done to ensure the user has all of their audio settings working correctly to make and accept phone calls.

After clicking the Next button, the page displays audio input and output settings for the microphone and speaker. Then, the user is prompted to Make a Test Call.

Notice that, in the top-right corner of the screen, the user is automatically dialing the number “91”. This is a testing number built into the system that users can call at any time to test if their microphone and speaker are working correctly.

Note: A user can also opt to test their audio settings at any time by simply dialing “91” in the softphone.

This article explains how to make a report to see how many times each user on your organization’s account has dialed “91” to test audio settings. 

You can use this data to follow up with any users who haven’t dialed 91 to make sure they’ve confirmed that their devices are ready to make and receive phone calls correctly.

Create a report showing how many times each user has dialed "91"

This section explains how to create a report that shows how many times each user has dialed “91”.

Note that this report does not definitively show whether a user has successfully tested their audio settings. It only shows the number of times each user has dialed 91. This report merely suggests who you may need to follow up with on testing call audio settings.

See the screenshot below for an example of the completed report. Continue reading this section for steps on how to create the report.

1. Log into App at app.avaya.cx.

2. Navigate to Analytics.

3. Click the New Report button in the top-right corner of the screen.

4. Provide a name for the report in the pop-up modal and choose the User Call Data data source.

5. Click the Save button to create the report.

Once you’ve created the report, you’re ready to configure the groups and fields to show how many times each of your users has dialed 91 to test their audio settings.

6. Click the Groups tab and, in the Add Group search bar, search for and click User Name (under the Users header). This will tailor the report around each of the users on your organization's account.

7. Next, click the Columns tab to add columns to the report.

8. In the Add Column search bar, select the Call Id field (under the User Call Data header).

9. Click the function icon on the call Id column.

10. In the function dropdown menu, select Count and click Apply.

11. Click the blue Filters button above the column / group / charts tabs.

12. Add a filter where the Outbound Number is equal to (==) 91. This filter will only return results where the number dialed on the call was 91 (the number used for audio testing).

13. Click the Build button.

14. Click the Save button in the top-right corner of the screen.

Once you save the report, notice that in the report results there is a list of usernames and counts of call ID. This report shows how many times each user has dialed “91”.

You can use this data to spot anyone who has never dialed “91”, or has dialed 91 only a few times. This can help you identify any users who should test their call audio settings. Keep in mind that this report does not necessarily reflect who has confirmed their call audio settings are working correctly. It merely shows how many times each user has called “91”.

Create a report showing a log of when each user has dialed "91"

This section explains how to create a report that shows a log of each time a user dialed “91”.

See the screenshot below for an example of the completed report. Continue reading this section for steps on how to create the report.

1. Log into App at app.avaya.cx.

2. Navigate to Analytics.

3. Click the New Report button in the top-right corner of the screen.

4. Provide a name for the report in the pop-up modal and choose the User Call Data data source.

5. Click the Save button to create the report.

Once you’ve created the report, you’re ready to configure the groups and fields to show a log of when people dialed “91” to test their audio settings.

6. Click the Columns tab and select the following columns:

• User Name (under Users)

• Created On (under User Call Data)

• Duration (under User Call Data)

  • Note: The Duration is the number of seconds the call lasted. High durations typically indicate that the user actually completed the audio testing process. Short durations typically indicate that the user skipped the audio testing process.

7. Apply a descending sort to the Created On column to show the most recent calls first.

8. Click the blue Filters button above the column / group / charts tabs.

9. Add a filter where the Outbound Number is equal to (==) 91. This filter will only return results where the number dialed on the call was 91 (the number used for audio testing).

10. Click the Build button.

11. Click the Save button in the top-right corner of the screen.

Once you save the report, notice that in the report results there is a descending list of each user who has called “91” along with the duration of their phone call.

You can use this data to, at a glance, see who should be reminded to dial “91”. You can also use this data to spot anyone who is skipping the audio testing process by quickly hanging up the phone call (indicated by short duration values in the Duration column).