DM Commands
The DM Commands report focuses on commands moreso than the Dialog Module. This report visualizes where and how many times (as a raw count) that each of the command options is being used in the application.
Note: This report is applicable only for clients using the IVR channel.
Hovering over each bar in the graph shows the percentage of all results in this command that were returned at this particular Dialog Module. This report may help to identify trouble spots within the application by identifying the places where callers are most likely to speak or DTMF a command. On the left hand side of the report there are options to filter by dimensions defined by AFOs
An AFO, or after-the-fact-outcome definition, is an XML file that contains conditions used by NI when interpreting a log file to define call outcomes, call exit reasons, and variables used for filtering calls and for reporting on Key Performance Indicators..
This report graphically visualizes the execution volume of individual Dialog Modules on a per command basis. By mousing over any one bar of the histogram, you can see in a tool tip the name of the Dialog Module, the command that invoked the Dialog Module, and the raw execution count.
Filters
Increase the specificity of your report by applying filters to the data. The DM Command report's filters include Date, Limit to Top DMs, Dialog Module, and Command. Additionally, the report may include one or more other customized filters depending on what has been configured specifically for your system.
includes data containing specified filter values or else excludes this subset of data.
Clicking Include values displays only those data possessing the selected values. All other data are hidden from the visualization.
By contrast, clicking Exclude values displays only those data that do not possess the selected values.
Date
The Date Range filter is a slider with two moveable sides. By narrowing the date range, you display only data falling within the range.
In addition to the slider, the filter allows you to specify start and end points to the range by time of day as well as by date by clicking the Start and End regions, clicking a second time on the time of day, and then manually entering a new time of day.
To select a date with the date picker, click the Start region to pick a date from the date picker widget. Do the same with the End region.
Limit to Top DMs
The Limit to Top DM Options filter allows you to limit the number of displayed options based on their frequency. Enter a range in the slider. For example, entering the range 1 to 5 with the slider makes the report display only the four most frequent occurring options in each dialog module. All other options are not displayed.
Dialog Module
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Click the Dialog Module field to see the drop-down list.
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Select a Dialog Module from the list.
Command
By choosing one or more commands from the list, you refine your data-set by including only those commands matching the names selected.
Custom filters
This report accommodates customizable filters.
Customizable filters narrow the scope of the reported dataset by including or excluding data with identifiable attributes. These attributes may be about the caller, the call itself, or about an event that may have happened during the call.
For example, one possible customizable filter you can add and customize in this view is Caller Type, in which you can narrow the reported data to include, or exclude, only those data with the selected caller type.
For more information about how to add customized filters to your view, contact your Nuance Professional Services representative.
Note: If you would like to modify this or any report, Nuance Communications, Inc. recommends you contact Nuance Professional Services.
