Intraday Dashboard
Nuance Insights's Intraday Dashboard visualizes metrics in near realtime, refreshing displayed data every minute, by default. Use the filters to display data specific to one, several, or all applications for which you have data, and over various time frames stretching to the present time. You can filter out displayed data also by dimensional values in the same way. The dashboard allows you to choose either a graphical or tabular (text only) visualization of data for each data presentation, according to your preference.
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Nuance Insights supports navigating and performing operations with a variety of methods, including a combination of keyboard and mouse, keyboard only, having elements on the screen being audibly described (requires 3rd party software like JAWS), and having voice input interpreted (requires Nuance Dragon). See Accessibility for more information.
In addition to the use of dashboard 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
Consolidated Metric Tiles
On the left side of the dashboard are raw metrics and calculated metrics from unsummarized log data. These metrics change according to the restrictions of the Time Range, Channel, and custom dimensional filters.
| Item | Description |
|---|---|
| A | Raw metric counters |
| B | Calculated metrics |
To export summary metric data from the Tiles area to a .csv file, click Download.
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The export .csv file does not include Transfer Rate % and Avg Number Of Turns data. However, the export file does report the total duration metric which is not reported in the visualization.
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Like the UI visualization of the consolidated metric tiles, the export .csv file reduces the volume of reported information to data within the bounds of the configured time range in the specified channels, and complying with all remaining custom dimensional filter settings (for example: DNIS).
Conversation Traffic
You can view data for this section either as a trending graph or in a text-only table. Both formats visualize the raw count of conversations over time. Configure the time interval between data points as five minutes, 15 minutes, or one hour, as desired.
In the example below, the time interval is set to 1hr, the Channel filter is set to All selected (meaning no channels are filtered out), and Filter 1, which corresponds to DNIS, is set to display only data having at least one of two specified DNIS values. The tooltip for the 12:00AM data point displays the conversation count based on data with time stamps between 11:00PM and 12:00AM is 10.
To see the data presented as a table, click Show Table.
To export the data from the Conversation Traffic table to a .csv file, click the Export icon ( 
) from the table.
Note: Like the UI visualization (table or graph) of Conversation Traffic, the export .csv file from the Conversation Traffic Table reduces the volume of reported information to data within the bounds of the configured time range, only for the configured channel, complying with all remaining custom dimensional filter settings (for example: DNIS), and reporting for time intervals defined by the configured time interval.
Duration In Seconds
The Duration in Seconds graph displays either the sum of durations for all conversations whose timestamps fall within one time interval immediately prior to the data point, or the average duration calculated from the same subset of conversations. As with the other trending graphs, this graph displays data over time with time intervals varying between one minute and 1 hour, depending on filter settings.
Note: The x-axis of the graph may not increment up consistently through the axis by the configured time interval. If there are time interval buckets that contain no data (to be distinguished from data points in which y=0), those data points are removed from the x-axis.
In the example below, the time interval is set to 1hr, the Channel filter is set to All selected (meaning no channels are filtered out), and Filter 1, which corresponds to DNIS, is set to display only data having at least one of two specified DNIS values. The tooltip for the 12:00AM data point displays the mean conversation duration calculated using data with time stamps between 11:00PM and 12:00AM is 13 seconds.
To see the data presented as a table, click Show Table.
To export the data from the Duration in Seconds table to a .csv file, click the Export icon ( ) from the table.
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The export .csv file from the Duration In Seconds table includes duration data for both total duration counts and calculated average durations regardless of which of these metrics is currently displayed in the visualization.
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Like the UI visualization (table or graph) of Duration In Seconds, the export .csv file from the Duration In Seconds table reduces the volume of reported information to data within the bounds of the configured time range, only for the configured channel, complying with all remaining custom dimensional filter settings (for example: DNIS), and reporting for time intervals defined by the configured time interval.
Transfer
The Transfer graph displays either the number of transferred conversations for calls whose timestamps fall within one time interval immediately prior to the data point, or the call transfer rate calculated from the same subset of calls. As with the other trending graphs, this graph displays data over time with time intervals varying between one minute and 1 hour, depending on filter settings.
Note: The x-axis of the graph may not increment up consistently through the axis by the configured time interval. If there are time interval buckets that contain no data (to be distinguished from data points in which y=0), those data points are removed from the x-axis.
In the example below, the time interval is set to 1hr, the Channel filter is set to All selected (meaning no channels are filtered out), and Filter 1, which corresponds to DNIS, is set to display only data having at least one of two specified DNIS values. The tooltip for the11:00PM data point displays the transfer count based on all conversations between 10:00PM and 11:00PM is 1.
To see the data presented as a table, click Show Table.
To export the data from the Transfer Table to a .csv file, click the Export icon ( ) from the table.
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The export .csv file from the Transfer Table includes transfer data for both raw count of transferred conversations and calculated transfer rate regardless of which of these metrics is currently displayed in the visualization.
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Like the UI visualization (table or graph) of Transfer, the export .csv file from the Transfer Table reduces the volume of reported information to data within the bounds of the configured time range, only for the configured channel, complying with all remaining custom dimensional filter settings (for example: DNIS), and reporting for time intervals defined by the configured time interval.
Filter scope
When you change the values set in the Time Range, Channel, and custom filters, the presented data of the dashboard (in all visualizations) adjust to comply with the filter restrictions.
Time Range restricts the displayed dataset to data timestamped within the specified range.
The Channel
The Time Interval filter changes the granularity of the presented data for all three trending graphs.
Note: If the Time Range filter is set to Last 30 minutes, the Time Interval filter disappears and the granularity of all the trending graphs is forcibly set to 1 minute.
Each data point's value is a raw count or a calculated value. The value is based on the data timestamped for the interval immediately preceding the data point for the duration set by this filter
The Duration In Seconds graph presents, as its dependent variable (y-axis), either the average duration of each conversation or the total duration of all conversation since the last data point. In both cases, changing the Time Interval filter's value has an effect on the calculated value for each data point of the graph. If you are trending the average duration and the time interval is set to 15 minutes, the 2:00am data point will be the average of all conversation durations for the 15 minutes prior to 2:00am. This value will probably change if the time interval is set to 1hr because now the calculation includes all data in the hour prior to 2:00am. Likewise, the calculation of total duration will be a sum of all data within the timeframe - as defined by the Time Interval filter - immediately prior to each data point.
Note: This graph also reduces visualized data based on restrictions from custom dimensional filters that may have been set.
The Transfer graph presents, as its dependent variable (y-axis), either the conversation transfer rate (as a percent value of all conversations since the last data point) or the raw conversation transfer count since the last data point. As with the Duration In Seconds graph, the value of each Transfer graph's data point is calculated based only on data whose timestamps fall between the selected data point and the data point immediately prior to that.
Note: This graph also reduces visualized data based on restrictions from custom dimensional filters that may have been set.
