Final Intent Summary

This report visualizes the final intent volume collected at both the entry and exit points of a given conversation quantifying each by a raw count and broken out by channel.

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

This report's graph visualizes the proportional distribution of conversations according to final intents, with each final intent broken out by channel. The full length of each histogram bar represents the relative proportion of a given final intent across all channels relative to the aggregate of all final intents. If there is more than one channel having a given final intent, the histogram bar representing that intent is split into color-coded segments representing the channels. The numerical values in each bar segment is the percent value the channel segment represents to the aggregate of all intents across all channels.

In the example below, conversations for a given final intent of location and belonging to the channel SMS, had a raw count of 16,032, which, when compared to the overall number of conversations across all final intents and channels (as selected in the filter panel), yielded a percent distribution of 7.62%. The same final intent (order_status) belonging to the channel IVR/Voice VA had a raw count of 16,261 which represented an overall proportion of 7.73% when compared to the aggregate across all channels.

Stacked bar graph showing percent of conversations of different channel for particular final intent

The Final Intent Summary Table presents the same data in tabular form.

Tabular form of Final Intent Summary table showing conversations and it's percent

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

By selecting one or more conversation outcomes, you refine your displayed data-set to include only data with the selected outcomes.

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.