Traffic Trends

The Traffic Trends report visualizes conversation volume over time for data belonging to the aggregate channel selection. There are two sections which differ from one another in terms of the units of time used. In both sections, each data point is broken out into the relative contributions of each channel to the average volume of conversations for a given unit of time (day or week, depending on the section).

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

Average Conversations by Day of Month

You can view the data for this section either as a graphical visualization or in a text-only table. Both formats visualize the average number of conversations for a given channel on a day of the month over a specified period of time. In the graph, each bar represents all conversations on a given day of the month. Each color-coded segment within each bar represents the average number of conversations for a given channel on that day of the month. The table textually lists average number of conversations by channel and broken out by day of the month.

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, on the 4th of every month in the date range, there were an average of three conversations in the ABC channel (color-coded dark blue). The ABC bar segment's length is much shorter than the other segment of the same bar belonging to the SMS channel (color-coded light green) which signifies that for the date range, the average number of conversations in the SMS channel is multiples higher than the average number of conversations in the ABC channel.

Average conversation by day graph shows average number of conversations for different channel

Average Conversations by Day of Week

You can view the data for this section either as a graphical visualization or in a text-only table. Both formats visualize the average number of conversations for a given channel on a day of the week over a specified period of time. In the graph, each bar represents all conversations on a given day of the week. Each color-coded segment within each bar represents the average number of conversations for a given channel on that day of the week. The table textually lists average number of conversations by channel and broken out by day of the week.

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, on the Wednesday of every week in the date range, there were an average of 23 conversations in the Omni Channel VA channel (color-coded dark red). The Omni Channel VA bar segment's length is dominant on Wednesdays next to conversation numbers from any other channels in the same bar (for the same day). Furthermore, it is many multiples greater on Wednesdays than it is on Tuesdays.

Average conversation by day graph shows average number of conversations for different weekday

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

A conversation outcome describes the action taken immediately following the conclusion of the conversation and as a result of a particular exit reason. For example, an outcome may be a transfer to an agent resulting from the Agent Request exit reason. By choosing one or more conversation outcomes from the list, you refine your data-set by including only those outcomes matching the names selected.

  • 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.

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.