Q and A Node Statistics

The Q and A Node Statistics report presents data on a per Q and A node basis. It is a combination of both raw, recorded data (for example, the number of executions of a particular Q and A node) as well as calculated data (for example, the average number of confirmation steps for a given Q and A node). The following are descriptions of the data in this report, and correspond to the Detail table's column headers:

The Detail table summarizes outcome- and usage mode-data on a per Q and A node basis. You can filter by adjusting the time period displayed. Up to ten customizable filters may be available. These filters depend upon data from AFO (after-the-fact-outcome) files.

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

Visit and Exit Reason Counts

You can view the data for this section either as a graphical visualization or in a text-only table. Both formats visualize raw counts of two metrics: the number of visits to all Q and A nodes and the number of each conversations with individual exit reasons from all Q and A nodes.

In the graph, the length of each bar segment represents the relative magnitude of the conversation count for all visits or having a given exit reason. The table visualizes this data as a listing of raw counts.

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, the number of conversations having an exit reason of Conversation Timeout and complying with all filter constraints is 208.

Bar graph showing visits and exit reason counts

Detail table

The Q and A Node Statistics table presents Q and A node data on a per channel basis. It is a combination of both raw, recorded data (for example, the number of visits of a particular Q and A node in a given channel) as well as calculated data (for example, the average number of confirmation steps for a given Q and A node in a given channel). The following are descriptions of the data in this view, and correspond to the table's column headers:

Visit/Exit Reason Description

Visits

 This is a raw count of the number of visits to a particular Q and A node.
Success The rate of successful completion of a task, as a percentage of task starts that ended with a successful completion.
Transfer Request The percentage of instances of a given task, in which a user requests an agent regardless of whether a transfer subsequently is completed by the application.
User Exit The percentage of instances of a given task, in which a user initiates the termination of the conversation.
Conversation Timeout The percentage of instances of a given task, in which the conversation timed out.
Max Attempts The percentage of instances of a given task, that ended because the incidence of one or more error types has reached a programmatically set limit on the number of times the error may occur.

Max Timeouts

 This is a calculated metric of the proportion (in percent) the MAX TIMEOUTS exit reason of this Q and A node represents relative to the aggregate of all exit reasons for this Q and A node and in a given channel .
System Error

The percentage of instances of a given task, in which an application- or system-based error initiates the termination of the conversation.
Validations Failed

The percentage of instances of a given task, in which a failed validation initiates the termination of the conversation.

Avg Collection Steps

 This is a calculated metric of the mean number of recognition requests meant for collecting an input for a given Q and A node in a given channel.

Avg Confirmation Steps

This is a calculated metric of the mean number of recognition requests meant for confirming an input for a given Q and A node in a given channel.
DTMF This is a calculated metric of the proportion (in percent) the visits with a DTMF usage mode represent relative to the aggregate of all visits (regardless of usage mode) for this Q and A node and in a given channel.
Text This is a calculated metric of the proportion (in percent) the visits with a Text usage mode represent relative to the aggregate of all visits (regardless of usage mode) for this Q and A node and in a given channel.
Voice This is a calculated metric of the proportion (in percent) the visits with a Voice usage mode represent relative to the aggregate of all visits (regardless of usage mode) for this Q and A node and in a given channel.
Select This is a calculated metric of the proportion (in percent) the executions with a Select usage mode represent relative to the aggregate of all visits (regardless of usage mode) for this Q and A node and in a given 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

Q and A node

Reduce the volume of reported data by specifying which Q and A nodes to include (to the exclusion of all other unselected Q and A nodes).

Selecting All effectively negates the filtering effect of this filter. Clearing the All checkbox filters out all Q and A nodes. This is particularly useful if you want to select just a few Q and A nodes. By clearing the All checkbox, and then selecting the few you would like to include, you avoid the step of individually having to clear each of the individual checkboxes of the Q and A nodes you do not want to include.

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.

Node Exit Reasons highlight tool

Use this tool to highlight data having one or several specified node exit reasons.

Visualization of the Exit Reasons legend and highlight tool

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

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

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

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.