Traffic

The Traffic view is a trending graph of the raw number of sessions over a given period of time.

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 call outcome and exit reason. You can also adjust the granularity of the data points reported (the Date Granularity slider). At the top of the report, additionally, are two widgets displaying the overall, raw count of the number of sessions as well as the average session duration. You can filter by adjusting the time period displayed. Customizable filters are available and depend upon data from AFO (after-the-fact-outcome) files.

Filters

Increase the specificity of your report by applying filters to the data. The Traffic report's filters include Date, Date Granularity, Call 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

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.

Call Outcome

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

  • Select all available call outcomes by selecting All.
  • Select only one call 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 call outcomes (but a subset of all call outcomes) either by performing one of the following two actions:

    • Clear the All checkbox, and then select the names of the call 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 call 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 call outcomes) 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 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.