Metrics workbook
The views in the Metrics workbook give high-level visualizations of call metrics, including the following:
- A report dedicated to listing all metrics, with a distinction between Key Metrics and other metrics
- A report for trending individual metrics over time
- A report for comparing the trending lines of several metrics against one another over time
Note: This workbook and its reports are applicable only for clients using the IVR channel.
A metric, in the context of Nuance Insights, is any single and quantifiable factor of a call. By this definition, a metric can be an outcome or an event. Some common metrics are:
- Authenticated - The caller successfully completed authentication steps
- Calls With Error - The caller experienced at least one speech recognition error which may or may not have led to Call End.
