Q and A Node Visits and Exit Reasons

The Q and A Node Visits and Exit Reasons report is a high-level overview of Q and A node performance visualized on a per channel basis.

You can filter by adjusting the time period displayed as well as by selectively including and excluding data associated with some or all Q and A nodes. 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

Q and A Node Visits and Exit Reason

You can view the data for this section either as a graphical visualization or in a text-only table. Both formats identify channel and Q and A node on the left. The Visits metric compares the raw counts of visits of individual Q and A nodes to one another. If you choose to use the graphical visualization, the Visits metric, as a quantity, is communicated through the length of the bar.

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 Enter Card Number Q and A node in the channel IVR, had 146 visits. These visits represent 7.44% of all visits across all displayed channels (not counting visits from channels filtered out).

Q and A node bar graph showing number of Visits for particular Q and A node and channel

The Node Exit Reason (right) side of the graph visualizes the relative distribution of exit reasons with a given Q and A node belonging to a given channel as a color-coded bar segment. The segment's length relative to the full length of the Node Exit Reason bar is a graphical representation of the relative weighting of the group of exit reasons having a given Q and A node, belonging to a given channel with a given exit reason. The table visualizes this data, including the percent weighting of individual exit reasons per Q and A node, in discrete columns.

In the example below, of all exit reasons with a Q and A node of Enter Card Number and belonging to the channel IVR channel, 21.92% of them had an exit reason of User Exit. Additionally, all visits for the Enter Card Number Q and A node represented 7.44% of all visits for all Q and A nodes across all channels.

Q and A node bar graph showing node exit reasons for particular Q and A node and channel

Visits Over Time

You can view the data for this section either as a graphical visualization or in a text-only table. Both formats present the number of visits to all Q and A nodes on a per channel basis and trended over time.

When you drill down in the Q and A Node Visits and Exit Reason section, the other visualizations on the page only display data associated with that selection. For example, selecting only the Get Test Case Q and A node in the Omni Channel VA makes the trending graphs only display data for Get Test Case for the Omni Channel VA channel and not for any other channel.

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 date granularity is set to Day. There were 110 visits in the 24-hour period of May 28th, 2023 in the IVR channel. In the 5 days immediately before May 28th, the number of visits for the channel ranged between 96 visits (May 25th) and 142 visits (May 27th) and continued to do so until peaking on May 31st at 167 visits.

Q and A node visits over time for particular channel

Exit Reasons Over Time

You can view the data for this section either as a graphical visualization or in a text-only table. Both formats show the percentage of all Q and A nodes that exited split out by exit reason, on a per channel basis, and trended over time. The graph visualizes the relative weighting of exit reasons belonging to a given channel as a color-coded bar segment. The segment's length relative to the full height of the bar is a graphical representation of the relative weighting of the group of exit reasons complying with filter settings within the channel and for a given particular data point (for example, a date). The table visualizes this data, including the percent weighting of individual exit reasons per data point in a channel, in discrete columns.

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 report draws upon hourly summarization data. Conversations with an exit reason of Transfer Request in the IVR channel time-stamped in the 60 minutes prior to 3AM on May 25th, 2023 constituted 12.50% of all conversations in that hour and channel. Comparing the two hours immediately prior to the 60 minutes between 2 and 3AM on that day, there were no conversations for those two previous hours having an exit reason of Transfer Request.

Q and A node exit reasons over time for particular 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

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.

Sort By

The Sort By function is not a filter, strictly speaking, in that it does not selectively hide data in the report's visualizations. Instead, this widget allows you to rearrange the presented data by sorting it - from top to bottom of the graph - from Q and A nodes with the highest volume of the selected sorting criterion to Q and A nodes with the least volume of that criterion.

Selecting Visits sorts the bar graph such that the Q and A nodes are listed, top to bottom, from those with the highest number of visits to those with the lowest number.

All other Sort By values constitute Q and A node exit reasons, and apply to the right side of the graph named Exit Reason. For example, if you choose to sort by transfer requests, the list of Q and A nodes in the Q and A node Visits Chart are sorted in order of Q and A nodes with the largest percentage of transfers out to operator to the smallest percentage.

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.