Symptom / Need

You need to analyze the use of automatic speech recognition (ASR) service in your customers' interactions, including the time of use, the language used, and the text recognized.

Context / Scenarios

Automatic speech recognition (ASR) is a feature that allows you to capture and convert into text what a customer says during a call. Knowing the details of its use helps you evaluate its impact on the operation, verify the accuracy of the recognition and optimize the service configuration in the IVR service flows.

Answer (Solution/Recommendation)

The "7. CDR ASR" report is located in the "Diagram Reports" tab, within the "Reports" section of wolkvox Manager in the left side menu. This report provides a detailed record of the ASR service usage, including consumption time, detected language and recognized text.

Columns in this report include:

• TIME: Time in milliseconds of use of the ASR service.
• LANGUAGE: Language detected in the interaction.
• RECOGNIZED_TEXT: Text recognized by the ASR from the client's voice.
• DATE: Date and time the information was captured.
• RP_ID: Identifier of the routing point where the ASR service was used in wolkvox Studio.