All Intent Summary

This report visualizes the volume of all intents collected in a given conversation quantifying each by a raw count and broken out by channel.

In addition to the use of report filters, Nuance Insights allows you to manipulate displayed data through several other means in order to better visualize information. Select from the following to learn more:

Visualizations

The graph visualizes the proportional distribution of conversations according to all intents, with each intent broken out into channel-specific bar segments (color-coded). The full length of each bar represents the intent count for a given intent across all channels. The numerical value displayed in each bar segment (space permitting) is the proportional value the channel segment represents as a percent of the aggregate of all intents across all channels.

In the example below, conversations for a given intent of order_status and belonging to the channel SMS, had a raw count of 31,782, which, when compared to the overall number of conversations across all intents and channels allowed by the filter panel, yielded a percent distribution of 8.16%.

Stacked horizontal bar graph showing percent of intent count

The All Intent Summary Table presents the same data in text-only form.

Table form of Intent Summary table shows intent count and percent for particular intent of channel

Filters

Increase the specificity of your view's reporting by applying filters to the data.

Notes:

Date Range

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

Conversation Outcome

By selecting one or more intent outcomes, you refine your displayed data-set to include only data with the selected outcomes.

Conversation Exit Reason

A conversation exit reason is the detected reason the conversation terminated. By choosing one or more exit reasons from the list, you refine your displayed data-set by including only those exit reasons matching the selection.

Select all available values by selecting All.
Select only one value by first clearing the All checkbox, and then selecting the value whose data you would like to see visualized.
Select several values by doing one of the following:
- Clear the All checkbox, and then select the values whose data you would like to see visualized.
- Select the All checkbox and then clear values whose data you would NOT like to see visualized.

Channel (filter)

By choosing one or more channels from the list, you refine your displayed data-set by including data from only those channels matching the selection.

Select all available values by selecting All.
Select only one value by first clearing the All checkbox, and then selecting the value whose data you would like to see visualized.
Select several values by doing one of the following:
- Clear the All checkbox, and then select the values whose data you would like to see visualized.
- Select the All checkbox and then clear values whose data you would NOT like to see visualized.

Channel (highlight tool)

Use this filter to highlight data having one or several specified channels.

In the highlight tool, mouse over the word Channel to see the highlighter icon to the right.
Click the highlighter icon to toggle on ( ) to highlight channels, or off ( ) to remove highlighting.
Notes:
- To make multiple selections, hold down the ctrl key while individually clicking desired channels.
- If you made a highlighter selection of channels and then toggled the highlighter function off, the last selection is preserved when you once again toggle the highlighter back on.

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.