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Peter Nilsson's avatar
Peter Nilsson
Icon for Microsoft rankMicrosoft
Apr 28, 2021

Capture and analyze logging and telemetry

I guess I'll give this a shot - not sure if this is where I ask my question. We are partnering with the FUSE Labs folks on building our first production call flow on Bot Framework. One area we are st...
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Christopher Polanish's avatar
Christopher Polanish
Brass Contributor
Apr 28, 2021
Peter Nilsson wrote:

Also, how are call detail records captured, and what reporting might we have available to us that could give a business perspective on the service itself (e.g. concurrent calls in progress, average call length, dropped calls, who terminated the call (e.g. called party or calling party), etc.

peterswimm I agree, this information will be imperative for our use case (a customer support IVR) - is the only way to gather this info via App Insights at the moment? Any plans to surface it in another fashion at some point?

  • peterswimm's avatar
    peterswimm
    Former Employee
    Apr 28, 2021
    Absolutely, we plan to support multiple types of scenarios but will be working from the framework of app insights as to the method for data insights, and along the way people should be able to use those reference materials as a basis for alternative solutions. Would love to hear more about your requirements, please feel free to drop me a line: peterswimm@microsoft.com
  • KateOlszewska's avatar
    KateOlszewska
    Former Employee
    Apr 28, 2021

    Hi Christopher Polanish- I was wondering if you could help me understand your question a bit better. Are there any specific ways in which you would need that information delivered that is different from App Insights? Is there a reason why App Insights is not something you would want to use?

    • Christopher Polanish's avatar
      Christopher Polanish
      Brass Contributor
      Apr 28, 2021
      We ultimately want to surface some of that info in a dashboard for our phone answerers - current calls, people on hold, average call length, etc.
      • peterswimm's avatar
        peterswimm
        Former Employee
        Apr 28, 2021
        In our (bot framework) ecosystem, there are lots of ways to accomplish this, but we have not done much in helping customers build their own solutions.

        Starting this year we are beginning to invest in out of the box telemetry solutions, but the first wave of these will likely be around bot performance and measurement and built with Application Insights in mind, and then move into more sophisticated hosted dashboards like you would see in dynamics or pva
        https://dynamics.microsoft.com/en-us/ai/customer-insights/
        https://docs.microsoft.com/en-us/power-virtual-agents/analytics-overview

        Again, please feel free to reach out to me directly, would love to hear more about what you are trying to buid,

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