Metrics Statistics

The Metrics Statistics report visualizes raw conversation count numbers for individual metric values.

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:

Visualization

This table visualizes the distribution of a given metric's values by raw count and contrasts any one value's count with the total number of conversations having any value for that metric (through the Percent of Conversations ratio). Optionally, you can further split out the data on a per channel basis by exposing the Channel column.

The count and percent values adjust accordingly depending on whether you split out data by channel or not. To see the Channel column, click the plus (  ) sign at the top of the Metric Name column. In the example, below, in the first screen capture, for the metric 01.1) Business Intent Collected, there are 29 conversations having the value TRUE. These 29 conversations constitute 72.50% of all conversations having any value for the 01.1) Business Intent Collected metric across all channels. In the second screen capture, the table further splits out the data by channel. The 29 conversations having a TRUE value for the 01.1) Business Intent Collected metric are divided into the ABC channel group (having 3 conversations) and the SMS channel group (having 26 conversations).

The Percent of Conversations value, when splitting out by channel, takes as its denominator the total number of conversations for a given metric having any value for a given channel. In the second screen capture, for example, the 74.29% highlighted in blue for the metric value of TRUE for the SMS channel indicates that the 26 conversations having a value of TRUE represent 74.29% of all conversations having ANY value for the 01.1) Business Intent Collected metric for SMS channel data.

Table showing plus sign beside Metric Name which expands further to Channel

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

Metric Name

By choosing one or more metrics from the list, you refine your data-set by including only those metrics matching the names selected.

  • Select all available metrics by selecting All.
  • Select only one metric by first clearing the All checkbox, and then selecting the name of the metric whose data you would like to see visualized.

  • Select several metrics (but a subset of all metrics) either by performing one of the following two actions:

    • Clear the All checkbox, and then select the names of the metrics whose data you would like to see visualized.
    • Select the All checkbox (or ensure it is already selected), and then clear the names of the metrics whose data you would NOT like to see visualized.

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.