Exit Trends

This report visualizes the incidence of conversations having a given exit reason (as a percent of all conversations) during consecutive and identical periods of time whose granularity is user-defined. The report visualizes this data, trended over a date range, with data points corresponding to data collected within consecutive spans of time having a user-configured duration (Date Granularity filter).

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

Exit Reason Trends

You can view the data for this section either as a stacked graph or in a text-only table. Both formats combine all exit reasons in the data-set, regardless of channel, and represent their relative magnitude to one another over time. If you choose to use the graphical visualization, the relative thickness of any given band at any one granularity-defined data point on the x-axis, corresponds to the proportional occurrence of a single conversation exit reason relative to all other exit reasons at that point.

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.

The data is quantified in percentage points. In the stacked graph, mousing over the intersection of any one band on a particular date produces a tool tip displaying the name of the exit reason, the date, and the proportional weight (%) of the exit reason at that point in time. In the table, mouse over any row in the Percent of All Conversations column to achieve the same thing.

Exit reason trends graph shows 3.70% of conversations for max attempts on Sep 16 2020 in tooltip

Notes:
In the stacked graph, the thickness of a band at any given location may have exit reason data contributed from more than one channel. Mousing over a part of a band with more than one channel produces a tooltip with information only for one channel. Be careful to where your mouse cursor is when you produce a tooltip.

Stacked graph shows different channel, conversations and it's percent for same exit reason and date

Exit Location Trends

You can view the data for this section either as a graph or in a text-only table. Both formats visualize the proportional occurrence of exit reasons on a per state basis. If you choose to use the graphical visualization, each exit reason is represented by a weighted band. Each state's aggregate is less than 100% since the exit reason numbers are still being compared to the data for the aggregate of all states. In the table, mouse over any row in the Percent of All Conversations column to achieve the same thing.

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.

Exit location trends graph shows 75 conversations accounting 79.79% for exit on Nov 21 2020 at 3 PM

Filters

The Exit Trending report's filters include Date Range and may include several others depending on what customized filters have been added.

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

Date Granularity

The Date Granularity filter allows you to adjust the reported data granularity described by the trend lines. Drag the slider horizontally to adjust the granularity of reported data. Alternatively, you can use the left  and right  arrow buttons to move the slider incrementally.

Visualization of the Date Granularity slider

Note: If you choose to draw from hourly instead of daily summarization data, the Date Granularity filter will no longer be visible.

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 caller, the call itself, or about an event that may have happened during the call.

For example, one possible customizable filter you can add and customize in this view is Caller Type, in which you can narrow the reported data to include, or exclude, only those data with the selected caller type.

Visualization of an example custom filter

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.