Task Detail

This view shows the task outcome statistics - by reason - using outcome categories that are more detailed than is available in the Task Summary view.

Task data is visualized in two bar graphs: the Broad Category Breakdown bar graph and the Detail Category Breakdown bar graph. The Broad Category Breakdown graph groups task outcomes into fewer categories for sake of convenience. If you would like to drill down on any one broad category to find out more details, you can do so with the Detail Category Breakdown graph. You can filter by adjusting the time period displayed as well as by selectively including and excluding data associated with tasks, task versions, and task attempts. Customizable filters are available and depend upon data from AFTClosed An AFT, or after-the-fact-task definition, is an XML file that describes the Start and End states of one or more tasks. (after-the-fact-task) files.

Note: Pay attention to unexpectedly high counts of an exit reason.

Visualizations

Legend

This legend maps, by color-coding:

  • The children (detailed task outcome categories) belonging to a given broad category when seen in the Detail Category Breakdown chart
  • The broad categories in the Broad Category Breakdown chart

Broad Category Breakdown

This graph breaks down the aggregate of all broad task outcome categories and reports their respective frequency of occurrence as a percentage of the whole. Hovering over one of the bars of this bar graph displays information about the broad category.

Detail Category Breakdown

This graph is a visualization of task data using more detailed task outcome categories than is seen in the Broad Category Breakdown graph. Each of the detailed categories belong to one of the broad categories, and is colored according to the broad category color-coding. Hovering over one of the detailed category bars in this graph identifies the detailed category, the broad category it belongs to, and category information.

Tabular view

  • Broad Category - Name of the broad category of tasks
  • Detail Category - Name of the detailed category of tasks

  • Significant End State Name - Name of the relevant state during which an event caused the task to end.

    See Closedexample:

    IVR: Do you have an ID?

    [State: do_you_have_an_ID]

    Caller: No.

    [State: decision_state]

    Task ends.

    Here, the last state was decision_state, but the last significant state was do_you_have_an_ID.

  • Outcome (%) - Percentage of completed tasks in a particular broad category
  • Outcome Count - Count of completed tasks in a particular broad category
  • Avg Duration - Average length of time this task took to execute.

Filters

Increase the specificity of your report by applying filters to the data. The Task Detail report's filters include Date, Task Name, Task Version, and Task Attempt. 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

Task Name

The Task Name filter allows you to narrow the displayed data in your view by including only those tasks bearing the selected task name. 

  • Click the Task Name field, and select the only task you would like to include in the view.

The Task Name filter is an auto-populated filter based on data made available in the AFT file.

Task Version

The Task Version filter allows you to narrow the displayed data in your view by discriminately including task data associated with all, several, or only one task version.

A task version is the number identifying the revision of a task definition. Task definitions may change over time for a number of reasons. One example is if you find there are several navigational exits that are categorized as Other. In this case, you may want to recategorize them with more meaningful labels which, in turn, may warrant an update to your task definitions. Another example is if the application itself is updated such that there are now more states or more ways in which scenarios are handled. Again, in this case, you may want to revisit your task definitions with a new revision to correctly capture successes and failures.

The Task Version filter is an auto-populated filter based on data made available in the AFT file.

  1. Click the Task Version field.

  2. Select the All checkbox to include data associated with all task versions.

    If there are many task versions available and you would like to select one or just a few of them, clear the All checkbox and then select each task version you would like to include in your query.

    Visualization of Task Version multi-selection filter

Task Attempt

The Task Attempt filter allows you to narrow the displayed data in your view by discriminately including task data associated with all, some, or a single task attempt.

A task attempt is identified by an index number (for example, Attempt 1 or Attempt 2) and corresponds to a task being started. Notably, a task attempt does not necessarily end with a task completion. It is only necessary for the task to begin for it to be an attempt.

When filtering for task attempts, you may select one, several, or all task attempts:

  • Selecting only one task attempt (attempt 3, for example) is a request to exclude all task data except data associated with a third attempt.

  • Broadening the filter to include several task attempts requests the reporting of data associated with the selected attempts, but excluding all other data.

    For example, selecting attempts 3, 7, and 9 in the Task Attempt filter requests that only task data associated with the third, seventh, and ninth attempts of the given task(s) will be reported.

  • Selecting all task attempts requests the reporting of task data associated with any and all task attempts. This filter parameter is the same thing as having no Task Attempt filter at all.

The Task Attempt filter is an auto-populated filter based on data made available in the AFT file.

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 session or about an event that may have happened during the session.

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.