DM Visits and Exit Reasons

Through graphical visualizations, the DM Visits and Exit Reasons report is a high-level overview of Dialog Module performance.

Note: This report is applicable only for clients using the IVR channel.

You can filter by adjusting the time period displayed as well as by selectively including and excluding data associated with some or all Dialog Modules and execution outcomes. Up to ten customizable filters may be available. These filters depend upon data from AFO (after-the-fact-outcome) files.

Visualizations

Legend

This legend maps, by color-coding, the outcomes of individual Dialog Modules.

The Dialog Module statuses are defined as follows:

  • With Result (%) - The proportion of instances of a given Dialog Module for which there was a successfully recognized speech or DTMF input that did not map to AGENT or OPERATOR for this Dialog Module.

  • With Operator (%) - The proportion of instances of a given Dialog Module for which there was a recognized speech or DTMF input having a value of AGENT or OPERATOR.

  • Errors (%) - The percentage of instances of system or application errors while executing a Dialog Module.

  • Hangups (%) - This is a calculated metric of the proportion (in percent) the HANGUPS outcomes of this Dialog Module represent relative to the aggregate of all outcomes for this Dialog Module.

  • Max Retries (%) - This is a calculated metric of the proportion (in percent) the MAX RETRIES outcomes of this Dialog Module represent relative to the aggregate of all outcomes for this Dialog Module.

  • Max Timeouts (%) - This is a calculated metric of the proportion (in percent) the MAX TIMEOUTS outcomes of this Dialog Module represent relative to the aggregate of all outcomes for this Dialog Module.

  • Other (%) - This is a calculated metric of the proportion (in percent) the OTHER outcomes of this Dialog Module represent relative to the aggregate of all outcomes for this Dialog Module.

There are three sections to this report: the DM Visits Chart, the Visits Over Time graph, and the Exit Reasons Over Time graph.

DM Visits Chart

Each Dialog Module is listed and the raw count of visits (executions), is shown in the first column of the DM Visits Chart in a descending order. In the next column, we see a percentage distribution of exit status - results - for each Dialog Module (success, max retries, max timeout). These percentages are calculated out of the total number of executions for each Dialog Module. See DM Statistics for an explanation of exit reasons. On the left hand side of the report there are options to filter by date ranges, call outcomes, exit reasons and by a variety of other dimensions defined by AFOs. In addition, there is an option to change how the Dialog Modules are sorted and to choose only to look at specific Dialog Module states.

On the Visits (left-most) side of the graph, hovering over any bar identifies:

  • Dialog Module
  • Number of visits of that Dialog Module
  • Proportion (expressed in percentage of all visits) which the executions of this particular Dialog Module contributes to the aggregate of all visits of all Dialog Modules

On the Exit Reason (right-most) side of the graph, hovering over any color-coded section of any bar identifies:

  • Dialog Module
  • Name of the status you are hovering over
  • Relative contribution of the selected outcome as compared to the aggregate of all outcomes for the given Dialog Module

Visits Over Time

The Visits Over Time graph by default shows the numbers of visits to all Dialog Modules trended over time, by the period of time selected in the Date Granularity Filter. Clicking the name of a Dialog Module in the DM Visits Chart displays exclusively only visits specific to that Dialog Module.

Exit Reasons Over Time

The Exit Reasons Over Time graph, by default, shows the percentage of all Dialog Modules that exited for each exit reason trended over time, by the period of time selected in the Date Granularity Filter. Clicking the name of a Dialog Module in the DM Visits Chart causes the Exit Reasons Over Time graph, in turn, to trend only the exits from that specific Dialog Module.

Filters

Increase the specificity of your report by applying filters to the data. The DM Visits and Exit Reason report's filters include Date, Date Granularity, Dialog Module, and Sort By. Additionally, the report may include one or more other customized filters depending on what has been configured specifically for your system.

Notes:
Some filters allow you to choose whether the visualization 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.

Toggle specifying whether to include or exclude values indicated in the filter

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.

Visualization of the Date Range slider

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.

Visualization of clickable regions in Date Range slider to specify start and end times with date picker

Visualization of time-of-day region in one of Date Range slider's date pickers

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.

Visualization of calendar region in one of Date Range slider's date pickers

Date Granularity

The Date Granularity filter allows you to adjust the reported data granularity described by the trend lines. Drag the slider horizontally to adjust the granularity of reported data. Alternatively, you can use the left  and right  arrow buttons to move the slider incrementally.

Sort By

Technically, this is not a filter in that it does not selectively reduce the volume of presented data. The Sort By function allows you to rearrange the presented data by sorting it - from top to bottom of the graph - from Dialog Modules with the highest volume of the selected sorting criterion to Dialog Modules with the least volume of that criterion.

Selecting Visits sorts the bar graph such that the Dialog Modules are listed, top to bottom, from those with the highest number of visits to those with the lowest number.

All other Sort By values constitute Dialog Module exit reasons, and apply to the right side of the graph named Exit Reason. For example, if you choose to sort by operator, the list of Dialog Modules in the DM Visits Chart are sorted in order of DMs with the largest percentage of transfers out to operator to the smallest percentage.

Dialog Module

Reduce the volume of reported data by specifying which Dialog Modules to include (to the exclusion of all other unselected Dialog Modules).

  1. Click the Dialog Module field to see the drop-down list.

  2. Select a Dialog Module from the list.

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.

Visualization of an example custom filter

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.