Call Duration

The Call Duration report visualizes the relative durations of sessions, grouping them into 15-second bins. For example, if a call ended after 17 seconds, another one ended at 52 seconds and a third one ended after 28 seconds, the first and third call would be grouped together and represented by the bar in the histogram labeled 0:15. The second call would be represented by the bar labeled 0:45.

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

The histogram data-set can be selectively reduced by applying filters. You can filter by adjusting the time period displayed. Additionally, customizable filters allow you to restrict displayed data by selectively filtering on a per dimension basis. Customizable filters depend upon data from AFO (after-the-fact-outcome) files.

Note: By default, the bin size is 15 seconds. You can override this default limit in Zookeeper (typically during Nuance Insights for IVR setup) by setting the SESSIONDURATION_INTERVAL property to the desired value.

Increase the specificity of your report by applying filters to the data. The Call Duration report's filters include Date, Session Outcome, and Exit Reason. 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

Call Outcome

By choosing one or more session outcomes from the list, you refine your data-set by including only those outcomes matching the names selected.

  • Select all available session outcomes by selecting All.
  • Select only one session outcome by first clearing the All checkbox, and then selecting the name of the outcome whose data you would like to see visualized.

  • Select several session outcomes (but a subset of all session outcomes) either by performing one of the following two actions:

    • Clear the All checkbox, and then select the names of the session outcomes whose data you would like to see visualized.
    • Select the All checkbox (or ensure it is already selected), and then clear the names of the session outcomes whose data you would NOT like to see visualized.

Exit Reason

By choosing one or more exit reasons from the list, you refine your data-set by including only those exit reasons matching the names selected.

  • Select all available exit reasons by selecting All.
  • Select only one exit reason by first clearing the All checkbox, and then selecting the name of the exit reason whose data you would like to see visualized.

  • Select several exit reasons (but a subset of all exit reasons) either by performing one of the following two actions:

    • Clear the All checkbox, and then select the names of the exit reasons whose data you would like to see visualized.
    • Select the All checkbox (or ensure it is already selected), and then clear the names of the exit reasons whose data you would NOT like to see visualized.

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.