Exit Reasons Details

Fallout (Exit) metrics are important key performance indicators. By knowing how and when people request an agent or hang up, for example, one could potentially understand problem areas and then adjust the design of the application to optimize user containment.

The Exit Reasons Details report visualizes exit data graphically and in tabular format. The Cumulative Exit Reasons and Exit Reasons by Channel sections represent conversation counts by exit reason and their ratios to the overall number of conversations. The Exit Reason (by Outcome) and Exit Reason (by State) sections display exit reason data in terms of outcome or last state. All visualizations, with the exception of the Cumulative Exit Reasons section, break out data on a per channel basis.

Note: Because this report is outcome-based, your AFO file must be properly defined.

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

Cumulative Exit Reasons donut graph

You can view data for this section either as a donut graph or in a text-only table. Both formats display fallout data for conversations across all channels. If you choose to use the graphical visualization, each slice of the donut represents all conversations having a particular exit reason. Each slice's tooltip provides the raw count of conversations for all channels having a given exit reason and complying with all filter restrictions. The tooltip also displays the calculated ratio of this group of conversations (having the specified exit reason) relative to all conversations.

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 are 4,666 conversations within the configured date range and complying with all filter restrictions. Of those 4,666 conversations, 217 have an exit reason of Business Rule. The proportion of conversations with the specified exit reason relative to all conversations is 4.65%.

Donut graph for cumulative exit reasons along with Show Table button

Exit Reasons by Channels graph

You can view data for this section either as series of channel-specific stacked graphs or in a text-only table. Like the Cumulative Exit Reasons section, the primary function of this section is to visualize the relative proportion of conversations with a given exit reason compared to those with other exit reasons. However, this graph breaks out the data on a per channel basis.

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.

If you choose to use the graphical visualization, the stacked graph format contrasts the proportional weighting of conversations of each exit reason against others in the same channel by the relative length of the bar segments. The table represents relative proportions textually as percentages within a channel.

Note: Be careful of comparing bar lengths across channels as the lengths of the bars represent percent values and the denominators of these ratios (being the sum of the channel's Conversation Count metrics) most likely are different one channel to the next.

In the example below, there are 197 conversations having an exit reason of Business Rule within the IVR/Voice VA channel, falling within the configured date range and complying with all filter restrictions. These conversations represent 12.69% of all conversations in the channel.

Exit reasons by channels bar graph showing percent conversation count for particular exit reason

Exit Reason (by Outcome)

The Exit Reason (by Outcome) table presents all fallout data (falling within the configured date range and complying with all filter restrictions) grouped by outcome on a per channel basis. The benefit of this particular tabular organization is to be able to visualize as a discrete grouping all conversations within a channel having a given outcome in one place on the table.

In the example, below, the area circled in blue represents all conversations in the IVR/Voice VA channel having a conversation outcome of User Exit and having a conversation exit reason of Business Rule.

Note: Tooltip information is visible only when mousing over data in the Percent of Conversation Outcomes column.

Exit reason by outcome table showing 2.77% of conversation outcome for business rule in tooltip

Exit Reason (by State)

The Exit Reason (by State) table presents all fallout data (falling within the configured date range and complying with all filter restrictions) grouped by last state on a per channel basis. The benefit of this particular tabular organization is to be able to visualize as a discrete grouping all conversations within a channel having a given last state in one place on the table. In the example, below, the area circled in blue represents all conversations in the IVR/Voice VA channel having a last significant state of mm1010_MainMenu_QA.

Note: Tooltip information is visible only when mousing over data in the Percent of Conversation Outcomes column.

Exit reason by state table showing 10.71% of conversation outcome for exit in tooltip

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 Exit Reason highlight tool

Use this filter to highlight data having one or several specified conversation exit reasons.

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

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

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

Visualization of the Conversation Exit Reason legend and highlight tool

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.

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.

Limit to Top Last States

The Limit to Top Last States filter allows you to limit the number of displayed last states based on their frequency. Enter a limit using the slider. For example, entering the limit value 5 with the slider makes the report display only the five most frequent last states on a per exit reason basis. No other last states are displayed.

Note: If you would like to modify this or any report, Nuance Communications, Inc. recommends you contact Nuance Professional Services.