Mix Attribute Metrics

The Mix Attribute Metrics report compares the volumes of custom-defined application events (called attributes) to one another.

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 distribution of an attribute's conversation volume across all channels and divided into color-coded bar segments representing each of that attribute's values. Optionally, you can further split out the data on a per channel basis by exposing the Channel column. To see the Channel column, click the plus (  ) sign at the top of the Attribute Name column.

Mix Attribute Metrics table showing plus sign beside Attribute Name which expands further to Channel

Mouse over a bar segment to display a tooltip with relevant information. Each full bar represents the aggregate (100%) of all conversations for a given attribute (regardless of value). Each color-coded segment of a bar represents a specific attribute value. If the Channel column is visible, bars and segments of bars reflect proportions on a per channel basis.

In the example below, of the pool of conversations in the IVR channel having the var_alpha_attribute_1 attribute, there were two (2) instances where this attribute had a value of AA3. These two instances represent 40.00% of the total number of instances of this attribute as well as 40% of the total number of sessions having any value for this attribute in this channel.

Mix Attribute Metrics table showing percent of conversations via stacked horizontal bar graph

The table presents the same data in tabular form. The particular data of interest described in the example, above, is highlighted in the table, below.

Note: In the table, to see the Channel column, click the plus (  ) sign at the top of the Attribute Name column.

Mix Attribute Metrics table showing percent of total attribute count and session count

Filters

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

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 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

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.

Attribute Value

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

  1. In the highlight tool, mouse over the word Attribute Value to see the highlighter icon to the right.

  2. Click the highlighter icon to toggle on ( ) to highlight, or off ( ) to remove highlighting.

    Notes:
    • To make multiple selections, hold down the ctrl key while individually clicking desired.
    • If you made a highlighter selection of and then toggled the highlighter function off, the last selection is preserved when you once again toggle the highlighter back on.

    Visualization of the Attribute Value legend and highlight tool

Attribute Name

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

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

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

    • Clear the All checkbox, and then select the names of the attributes 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 attributes 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 conversation itself or about an event that may have happened during the conversation.

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.