Collect Flow Information with Custom Logging

Custom Logging

The Log building block helps you gather detailed information about the Application or a Flow.

Two functionalities allow gathering different types of information:

Selecting the Key-Value pair: The Key-Value data pair contains the information gathered during the dialog, so it could be further tracked in the Analytics.
Recording the Fail /Success status:
- The Failure status must be recorded with the Custom Fail Reason to allow logging this status.
- The Success status allows logging a Flow or an Application as successful even if a FailExitReason occurs later in the Flow. This approach can be applied under specific business conditions so that the user can have a success rate according to their criteria.

Further, you can check the collected information or the status on the Analytics for statistical purposes. For example, you can log the status as failed for the particular Application or a Flow, although the Application or a Flow doesn’t fail.

It is possible to either add a custom fail reason/success, some key-value pairs, or all of them at the same time.

It is possible to use the names of the previously used fields and values to log them precisely, or it can be any other text to substitute for the field or value.

If the Log building block is used twice in a row, only the second one will be applied.

To apply the Log building block, do the following:

Choose the Log building block from the Dialog Control panel on the left, drag and drop it onto the canvas, and connect it with another building block.
Click the Settings button in the upper-right corner of the Log building block to configure it.
Define the approach to log the type of information you want:

To define a Key-Value pair: Click the + Add a Field button to define a Key-Value pair (it is possible to add multiple pairs of data by clicking the + Add more button). Click Save to finish.

Do not log any sensitive information, including personal data (card numbers, ZIP codes, addresses, dates of birth, etc.). It’s also not recommended to log session-specific fields like ANI, DNIS, dialogID, and dynamic fields that do not take a specific set of values.

For ANI and DNIS, it can be useful to log the group of ANIs or DNISs particular to a call (for example, LineArea=East, Central, West or DNISType=PersonalBanking, BusinessBanking, Branch, and so on).

To Enforce Status: Toggle the Enforce Status button and select Success or Failure status from the dropdown list:

Select the Success status and click Save to finish.

For the Failure status, it is necessary to define the Custom Fail Reason. Click Save to finish.

For the Enforce Success status to work properly, place the Log block before the point you think your Flow could fail.