Final Intent Trends

This report visualizes the final intent trends (as a percent of conversations) over time, 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:

Note: The Final Intent Trends graph does not populate with data until you select an intent in the Final Intent filter.

You can view the data for this section either as a channel-specific bar graph or in a text-only table. If you choose to use the graphical visualization, the length of each bar corresponds to the proportion of conversations having the selected final intent relative to the total number of conversations in that time frame (a single data point on the x-axis) for a given channel. The tabular view expresses the same relative proportions as a percent of the total number 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.

Mouse over a bar in the graph to produce a tool tip displaying relevant information. In the table, mouse over cells in the Number of Conversations and Percent of Conversations columns for tool tip information.

In the following example, the graph draws on daily summarization data date-stamped between September 3rd, 2020 and December 15th, 2021, and splits out data into day granularity (24-hour) data points within the range. The graph visualizes the building_materials final intent. The tool tip shows that for November 12, 2020, there was one conversation having a final intent of building_materials in the IVR/Voice VA channel, and this constituted 9.09% of all conversations in this channel within this 24-hour span of time.

Bar graph showing percent of conversations over time for building_materials as final intent

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

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.

Final Intent (filter)

Select one of the final intents from the list to view this intent's data in the report visualization.

Final Intent (highlight tool)

Use this filter to highlight data having one or several specified final intents.

  1. In the highlight tool, mouse over the word Final Intent to see the highlighter icon to the right.

  2. Click the highlighter icon to toggle on ( ) to highlight final intents, or off ( ) to remove highlighting.

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

    Visualization of the Final Intent 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 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.