Telemetrics Reporting

U-Assist Monitoring Services offers product usage metering and telemetry data to analyze how customers are utilizing U-Assist services, which enables them to make informed decisions about pricing, product development, and resource allocation. It includes Traces, Metrics, Logs, and Error counts for all U-Assist Services to determine which features are being used the most, which features are not being used at all, and which customers are most engaged with the product, thus helping to improve product visibility.

With an integrated instance of Datadog, an Administrator/Ops user can query, visualize, get alerted on, and explore U-Assist product usage metrics. This enables Administrator/Ops user to use these metrics to create customized dashboards which can be used for monitoring and to gain a high-level understanding of the health and performance of U-Assist product and platform services. It also helps in gaining the visibility and insights required to make data-driven decisions and optimize their products and services for customers.

U-Assist Monitoring Services use PagerDuty to send alerts/notifications to the respective service owner(Product/Engineering or Delivery) when anomalies, errors, or performance issues are detected across U-Assist services in real time.

Administrators/Ops users can monitor and gain insights from the following U-Assist service metrics. All service metrics can be filtered using any of the common tag values, which include environment, region, cluster name, tenant ID, and conversation ID.

Alerts Service Metrics

Metrics	Metric Type	Description
*Usage Metrics*
uniphore_alerts_alerts_published_total	Count	The total number of ACW alerts (legacy) or new alerts generated for the selected time range (for example: 1 hour, 1 day, 1 week, etc.). It can also be filtered with specific tag values in addition to the common tag values: alertsversion: legacy - Filters only the ACW alerts (legacy). new - Filters only the new alerts which are created within an Experience. type: success - Number of successfully generated alerts. Tag values for ACW alerts: alert type: information_alert - Number of ACW alerts which are classified as Information. coaching_alert - Number of ACW alerts which are classified as Coaching. critical_alert - Number of ACW alerts which are classified as Critical. send_to: agent - Number of ACW alert notification which are only sent to the agent. supervisor - Number of ACW alert notification which are only sent to the supervisor. Tag values for new alerts: alert type: alert_type_information - Number of new alerts which are classified as Information. alert_type_coaching - Number of new alerts which are classified as Coaching. alert_type_critical - Number of new alerts which are classified as Critical. user: recipient_agent - Number of new alert notification which are only sent to the agent. recipient_supervisor - Number of new alert notification which are only sent to the supervisor. recipient_supervisor_agent - Number of new alert notification which are sent to both supervisor and agent.
*Latency Metrics*
uniphore_alerts_alerts_published_latency_seconds	Distribution	The total time taken to generate alerts for the selected time range.
*Error Metrics*
uniphore_alerts_alerts_published_total type:failed	Count	The total number of alerts that were not generated successfully. To view the number of failed alerts, set the tag value as 'failed' in 'type'.

Entity Processor Metrics

Metrics	Metric Type	Description
*Usage Metrics*
uniphore_etp_nlp_entities_extracted	Distribution	The total number of NLP Entities extracted for the selected time range.
uniphore_etp_entity_extraction_request_event_total type:success	Count	The total number of Entity requests sent to the Entity Processor that are processed successfully. To view the number of successfully processed Entity requests, set the tag value as 'success' in 'type'.
uniphore_etp_entity_response_event_total type:success	Count	The total number of Entity response event processed. To view the number of successfully processed Entity response event, set the tag value as 'success' in 'type'.
uniphore_etp_nlp_unique_entities_extracted	Distribution	The total number of unique entities extracted for the selected time range.
Latency Metrics
uniphore_etp_nlp_entities_extracted_latency_seconds	Distribution	The total time taken to extract NLP Entities for the selected time range.
*Error Metrics*
uniphore_etp_nlp_entities_extracted_total type:failed	Count	The number of NLP Entities that are not successfully extracted. To view the Entity extractions failed count, set the tag value as 'failed' in 'type'.
uniphore_etp_entity_extraction_request_event_total type:failed	Count	The number of Entity requests that are not processed. To view the number of failed Entity requests, set the tag value as 'failed' in 'type'.
uniphore_etp_entity_response_event_total type:failed	Count	The number of Entity response event that are not processed. To view the number of failed Entity response events, set the tag value as 'failed' in 'type'.

Promises Metrics

Metrics	Metric type	Description
Usage Metrics
uniphore_promise_promises_generated_total type:success	Count	The total number of Promises generated for the selected time range. To view the number of successfully generated promises, set the tag value as 'success' in 'type'.
uniphore_promise_default_promise_total	Count	The total number of default promises generated without entities or variables for the selected time range.
uniphore_promise_promise_status_update_total	Count	The total number of promises updated with any one of the following status values: Detected, Accepted, Rejected, In Progress, Delayed, Completed, or Failed. It can also be filtered by the tag value action (i.e., Promises status) to view how many promises have a specific status in addition to the common tag values.
uniphore_promise_conversation_variable_updated_total	Count	Total number of variables updated in the promise.
uniphore_promise_entity_count_total	Count	Total number of entities used in the promise.
uniphore_promise_variable_count_total	Count	Total number of variables used in the promise.
uniphore_promise_conversation_entity_updated_total	Count	Total number of entities edited in the promise.
uniphore_promise_promise_flow_request_total	Count	Total number of promise tracking flows initiated.
uniphore_promise_promise_flow_response_total	Count	Total number of promise tracking flow responses received.
*Latency Metrics*
uniphore_promise_promises_generated_latency_seconds	Distribution	The total time taken to generate promises.
uniphore_promise_conversation_variable_updated_latency_seconds	Distribution	Total time taken to update the variable in the promises.
uniphore_promise_promise_flow_response_latency_seconds	Distribution	Total time taken to receive promises tracking flow responses.
*Error Metrics*
uniphore_promise_promises_generated_total type:failed	Count	The number of promises which are not generated successfully. To view the promise generation failed count, set the tag value as 'failed' in 'type'.

Rule Engine Metrics

Metrics	Metric Type	Description
*Usage Metrics*
uniphore_rule_engine_extracted_entities_count	Distribution	Total number of rule entities extracted from the conversation in ACW for the selected time range.
uniphore_rule_engine_rule_request_acw_total	Count	Total number of rule generation request processed in ACW.
uniphore_rule_engine_unique_rule_entities_count	Distribution	Total number of unique rule entities generated for the selected time range.
uniphore_rule_engine_in_call_rule_entity_total	Count	Total number of rule entities generated in in-call processing.
*Latency Metrics*
uniphore_rule_engine_rule_request_acw_latency_seconds	Distribution	Total time taken to process the rule generation request in ACW.
uniphore_rule_engine_in_call_rule_entity_latency_seconds	Distribution	Total time taken to generate the rule entities in in-call processing.

Summary Metrics

Metrics	Metric Type	Description
*Usage Metrics*
uniphore_summary_summary_published_total	Count	Total number of call summaries generated for the selected time range. It can also be filtered with the below mentioned specific tag values in addition to the common tag values: action_type - Number of Summaries edited by an agent during a call to the Call Summary. event_type: conversation_start - Number of summaries generated when the conversation start event is triggered. create_gen_ai_summary - Number of GenAI summaries generated. variable_add - Number of variables added in the Summary. intent_add - Number of Intents added in the summary. entity_add - Number of Entities added in the summary. intent_delete - Number of Intents deleted from the summary. variable_update - Number of variables updated in the summary. type: success - Number of successfully generated summaries. failed - Number of summary generation failed.
uniphore_summary_summary_reviewed_by_agent_total	Count	Total number of Call Summaries reviewed and submitted by an Agent. It can be filtered with the below mentioned tag values in addition to the common tag values: header: default_header_summary - Number of default header summaries generated (i.e., without any entities or variables) header_summary - Number of header summaries generated with entities and variables intent: default_intent_summary - Number of default intent summaries generated (i.e., without any entities or variables) intent_summary - Number of intent summaries generated with entities and variables
uniphore_summary_agent_action_total	Count	Total number of updates or changes made by an Agent in the Call Summary. It can also be filtered with any of the below mentioned action_type tag values in addition to the common tag values: gen_ai_summary_edit - Number generative AI summaries edited by an agent. intent_edit - Number of intent summaries edited by an agent. intent_add - Number of call reason type intent added in the summary. intent_delete - Number of call reason type intent deleted from the summary. agent_notes - Number of notes related to the summary added by an agent. add_agent_step - Number of agent steps added in the summary. update_agent_step - Number of agents steps updated by an agent. delete_agent_step - Number of agent steps deleted from the summary.
uniphore_summary_create_gen_ai_summary_total	Count	Total number of requests made from the U-Assist Application for the specified tenant ID to generate the GenAI summary.
uniphore_summary_edit_gen_ai_summary_total	Count	Total number of times the Agent edited the GenAI summary for the specified tenant ID.
uniphore_summary_llm_gen_ai_summary_request_total	Count	Total number of requests made from the Summary service to generate the GenAI summary.
uniphore_summary_auto_submit_gen_ai_total	Count	Total number of times the auto-submit of GenAI Summary has been requested for the specified tenant ID.
*Latency Metrics*
uniphore_summary_summary_published_latency_seconds	Distribution	Total time taken to generate the Call Summary.
uniphore_summary_create_gen_ai_summary_latency_seconds	Distribution	Total time taken to generate the GenAI Summary for the request made inside the U-Assist Application.
uniphore_summary_edit_gen_ai_summary_latency_seconds	Distribution	Total time taken to edit the GenAI Summary for the specified tenant ID.
uniphore_summary_llm_gen_ai_summary_request_latency_seconds	Distribution	Total time taken to generate the GenAI Summary for the request from the Summary service.
uniphore_summary_auto_submit_gen_ai_latency_seconds	Distribution	Total time taken to process the GenAI's auto-submit request for the specified tenant ID.
*Error Metrics*
uniphore_summary_summary_published_total type:failed	Count	Number of summary generation failed.

In this section:

Uniphore Customer Portal