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Reporting events

IBM® Voice Gateway can generate various types of events to use for reporting, analytics, transcription, and more. These events are sent out of Voice Gateway as HTTP POST requests in a form that can be easily integrated with a Splunk HTTP Event Collector (HEC) or a REST server that stores the events, for example in a noSQL database. You can also configure Voice Gateway to publish reporting events directly to either IBM Cloudant or CouchDB.

Voice Gateway can generate the following types of reporting events. Learn more about configuring and consuming reporting events in each section.

Call detail record (CDR) events

These events contain summary information about a single call, such as the start and stop time, reason for ending, and details about the conversation transactions.
IBM Watson™ Assistant Turn events

These events include the exact JSON response that Voice Gateway receives after each request to Watson Assistant.
Transcription events

These events are published every time an utterance is detected and contain the utterance text, confidence score, and session information. Supported in Version 1.0.0.2 and later.

All events that Voice Gateway generates are published to the configured external REST server. These events are based on the Splunk HTTP Event Controller JSON format. Each event contains metadata that describes the Voice Gateway instance that generated the event, an index field that differentiates the event type, and a JSON object for the particular event.

Important: The Watson Assistant turn events and transcription events include text transcriptions and other information that could potentially contain Protected Health Information (PHI), personally identifiable information (PII), or PCI Data Security Standard (PCI DSS) data. Therefore, it's critical that the consuming server properly stores these events to prevent exposure of personal information.

Authenticating with a REST server

Voice Gateway supports basic authentication and HEC token-based authentication. To use an HEC token to authenticate with the Splunk server, set the HEC token in the password configuration field. Voice Gateway sends the data, using the HTTP Authorization header inserting the token as the password in a colon-separated user and password pair as described in Splunk: Basic authentication.

Authorization: Basic <user>:<password>

Publishing reporting events to an IBM Cloudant or CouchDB

You can also publish these events in an IBM Cloudant database or on CouchDB.

For more details, go to the event reporting pages.

Publishing reporting events with agent assistants or in a SIPREC session

You can configure your agent assistants to publish reporting events, collect transcriptions, or parse session details. See Programming agent assistants and SIPREC.