Conversation Duration

The Conversation Duration report compares the number of conversations having a given duration and belonging to a given channel to the number of conversations with the same duration (within 15 seconds) and belonging to other channels.

The visualization's data-set can be selectively reduced by applying filters. You can filter by adjusting the time period displayed, including or excluding conversations with specific conversation outcomes, exit reasons, and channels. 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.

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:

Visualization

You can view the data for this section either as a graphical visualization or in a text-only table. Both formats separate conversations, based on their durations, into bins (categories). Each bin represents all conversations from the filtered channel selection whose durations fall between a given amount of time and 15 seconds later. For example, bin 1:45 represents all conversations whose durations are between one minute and 45 seconds (1:45) and one minute and 59 seconds (1:59).

The graphical visualization is a single stacked bar chart grouped into 15-second bins. Each bar segment is color-coded and length-adjusted to represent the raw conversation count of each channel having the specified duration. For example, if three conversations in the IVR/Voice VA channel ended after 35 seconds, 38 seconds and 43 seconds respectively, all three conversations would be grouped together in the 0:30 bin (because they each lasted between 30 and 44 seconds) and represented by a bar segment color-coded for IVR/Voice VA. The table textually lists the number of conversations by channel and broken out by bin.

Note: To see the data from the graphical visualization displayed in an alternative, textual way, click Show Table. To toggle back to the graphical view, click Show Graph.

In the example, below, there was one conversation from the Voice channel falling into the bin of conversations ranging in duration from one minute 15 seconds (1:15) to one minute 29 seconds (1:29).

Conversation duration stacked horizontal bar graph

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

Conversation Outcome

A conversation outcome describes the action taken immediately following the conclusion of the conversation and as a result of a particular exit reason. For example, an outcome may be a transfer to an agent resulting from the Agent Request exit reason. By choosing one or more conversation outcomes from the list, you refine your data-set by including only those outcomes matching the names selected.

  • 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.

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.

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

  2. 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.

    Visualization of the Channel legend and highlight tool

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.