Data Access Node

This report graphically displays the relative proportions of database states and their status codes broken out by channel. It represents the percentage of lookups, for a given database state, that end in Success, Failure, or Unknown. Each bar corresponds to a raw count of instances in which a particular status code occurred for a particular database state.

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

Data Access Node Summary

You can view the data for this section either as a graphical visualization or in a text-only table. Both formats identify channel and data access node on the left. The Visits metric compares the raw counts of visits of individual data access nodes to one another. If you choose to use the graphical visualization, the Visits metric, as a quantity, is communicated through the length of the bar.

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, the sh2010_GetSingleDayHours_DA data access node in the channel IVR/Voice VA, had 96 visits.

Data access node bar graph showing number of Visits for particular data access node and channel

The Node Exit Reason (right) side of the graph visualizes the relative distribution of exit reasons with a given data access node belonging to a given channel. In the example below, of all node exit reasons with a data access node of sh2010_GetSingleDayHours_DA and belonging to the channel IVR/Voice VA, there were 65 visits having an exit reason of Failure out of a total of 96 having any exit reason. The tool tip expresses this ratio in percent form as 67.71%.

Data access node bar graph showing node exit reasons for particular data access node and channel

The alternative, tabular visualization of the same summary data communicates through text only.

Data Access Node Details

This table presents a more detailed description of data access node information than what is visible in the Summary visualization. The Details table breaks out node exit reasons by individual exit information strings, providing number of visits, visits by channel, and visits by node for each.

Note: When you drill down in the Data Access Node Summary chart by selecting a node exit reason (on the right side of the chart), the table only displays data from the selected exit reason in its data access node belonging to its channel. For example, selecting the Failure node exit reason of the aa1010_OpenStatusCode_DA data access node in the IVR/Voice VA channel makes the table display only data for that exit reason, data access node and channel combination.

Drilled down data access node to data access node details showing different exit info for failure

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

State

Reduce the volume of reported data by specifying which state (data access node) to include to the exclusion of all other unselected states.

Selecting All effectively negates the filtering effect of this filter. Clearing the All checkbox filters out all states. This is particularly useful if you want to select just a few states. By clearing the All checkbox, and then selecting the few you would like to include, you avoid the step of individually having to clear each of the individual checkboxes of the states you do not want to include.

Channel

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.

Node Exit Reason highlight tool

Use this tool to highlight data having one or several specified node exit reasons.

Visualization of the Node Exit Reason legend and highlight tool

  1. In the Node Exit Reason highlight tool, mouse over the word Node Exit Reason to see the highlighter icon to the right.

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

    Notes:
    • To make multiple selections, hold down the ctrl key while individually clicking desired node exit reasons.
    • If you made a highlighter selection of node exit reasons 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 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.