The information provided by VoiceObjects Analyzer is presented in reports. Reports typically contain one table and one diagram and are designed to answer a particular business question.

This reference describes the reports that are provided by VoiceObjects Analyzer - grouped into functional categories.

For each report the following information is given:

·          The report layout showing sample data

·          A business description including typical usage scenarios

·          Additional report details like prompts and filters or drill paths

The reports described here are based on the VoiceObjects Analyzer for the IBM Cognos package. There might be differences between the information presented here and the VoiceObjects Analyzer packages available for other Business Intelligence tools.

Administration and Maintenance

The reports in the Administration and Maintenance category are primarily focused on administrators of service environments. They help to identify peaks, both highs and lows, in the usage of the deployed services, the average usage, throughput and other useful figures.

Channel and Driver Distribution

Report layout

 

Business description

Use the Channel and Driver distribution report to identify through which channels and browsers the system is accessed. The report also provides an overview on the channel distribution across services and the channel distribution within a single service.

The first graph/table combination shows the number of sessions by channel and driver along with the total and the average session duration. The second combination additionally lists those metrics by service and channel.

 

Report details

·          First graph, number of sessions by channel

Item	Description
Channel	The phone channel of the session.
# Sessions	Number of sessions by channel.

 

·          First grid, session information by channel and media platform driver

Column	Description
Channel	The phone channel of the session.
Media Platform Driver	The media platform driver used to process the session.
# Sessions	Number of sessions by channel and media platform driver.
Duration (min.)	Total session duration in minutes by channel and media platform driver.
Avg Duration (sec.)	Average session duration in seconds by channel and media platform driver.

 

·          Second graph, number of sessions by service, stacked by channel

Item	Description
Service	The service of the session.
Channel	The phone channel of the session.
# Sessions	Number of sessions by service, stacked by channel.

 

·          Second grid, session information by service and channel

Column	Description
Service	The service of the session.
Channel	The phone channel of the session.
# Sessions	Number of sessions by service and channel.
Duration (min.)	Total session duration in minutes by service and channel.
Avg Duration (sec.)	Average session duration in seconds by service and channel.

 

·          Prompts: The user is prompted to select a reporting period.

 

Cluster Efficiency

Report layout

 

Business description

The Cluster Efficiency report shows the distribution of sessions across each of your clustered servers. It can be used to ensure that the load balancer distributes the sessions across your cluster servers evenly.

If you discover an uneven distribution of load throughout your clusters, you should follow up with the Cluster Efficiency Trend report to exactly identify the point in time when the load balancer failed.

The diagram shows the total number and duration of sessions per server instance for the period selected by the user. The additional table lists the sum of session duration in minutes and number of sessions, the appropriate percent to total values and the average and maximum amount of memory that was consumed by each instance.

 

Report details

·          Graph

Item	Description
Server Instance Name	The server instances of the selected server.
# Finished S.	The number of finished sessions per server instance for the selected server and reporting period.
Duration (min.)	Total session duration in minutes per server instance for the selected server and reporting period.

 

·          Grid

Column	Description
Server Instance Name	The server instances of the selected server.
Server Instance IP	The IP address of the server instance.
Server Instance Port	The Port of the server instance.
Duration (min.)	Total session duration in minutes by service instance for the selected server and reporting period.
% Duration	Session duration on server instance as a percentage of all sessions.
# Finished S.	Number of finished sessions by service instance for the selected server and reporting period.
% Finished S.	Sessions on server instance as a percentage of all sessions.
Avg Mem. Used (MB)	Average memory in megabytes used by the server instance during the reporting period.
Max Mem. Used (MB)	Maximum memory in megabytes used by the server instance during the reporting period.

 

·          Prompts: The user is prompted to select a server and a reporting period.

 

Cluster Efficiency Trend

Report layout

 

Business description

Use the Cluster Efficiency Trend report to pinpoint days where the load was unevenly distributed throughout your clustered servers. You can also find out if downtime of individual server instances affected overall availability of your applications.

The diagram shows the total number of sessions per day for the period selected by the user. It displays one line for each server instance. The table additionally lists the sum of session duration in minutes.

 

Report details

·          Graph

Item	Description
Server Instance Name	The server instances of the selected server.
Day	Day of the sessions.
# Finished S.	Number of finished sessions by service instance and day for the reporting period.

 

·          Grid

Column	Description
Server Instance Name	The server instances of the selected server.
Day	Day of the sessions.
Duration (min.)	Total session duration in minutes by service instance and day for the selected server and reporting period.
# Finished S.	Number of finished sessions by service instance and day for the selected server and reporting period.

 

·          Prompts: The user is prompted to select a server and a reporting period.

 

Number of Recordings

Report layout

 

Business description

Use the Number of Recordings report to get an overview on the total duration of recordings and the storage capacity occupied by recordings. The report can help you to manage your infrastructure or to plan further tasks like call transcription.

The diagram shows the total recording duration as bars and the average recording duration as line by week. The table additionally lists the total number of recordings per service and week along with the total recording duration, the average recording duration, the size of all recordings and the average size of a recording.

 

Report details

·          Graph

Item	Description
Calendar Week	Calendar week of the sessions.
Rec. Dur. (min.)	Total duration of utterance recordings by calendar week for the selected reporting period.
Avg. Rec. Dur. (sec.)	Average duration of a single recording in seconds by calendar week for the selected reporting period.

 

·          Grid

Column	Description
Service	The service of the sessions.
Calendar Week	Calendar week of the sessions.
# Recordings	Number of recordings by service and calendar week for the selected reporting period.
Rec. Dur. (min.)	Total duration of the recordings in minutes by service and calendar week for the selected reporting period.
Avg Rec. Dur. (sec.)	Average duration of a recording in seconds by service and calendar week for the selected reporting period.
Rec. Size (MB)	Total size of the recorded audio files in megabyte by service and calendar week for the selected reporting period.
Avg Rec. Size (MB)	Average size of a recording in megabytes by service and calendar week for the selected reporting period.

 

·          Prompts: The user is prompted to select a reporting period.

 

Number of Sessions by Day

Report layout

 

Business description

The Number of Sessions by Day report helps you to identify recent trends in the usage frequency of your services. Use this report to discover both lows and highs in access frequency of your services.

The chart shows the total number of sessions per day as bars and the maximum and average number of concurrent sessions as lines for the period selected by the user. The additional table lists the number of aborted and rejected sessions and the total number of sessions. Additionally the maximum and average number of concurrent sessions for the selected services and the total and average duration is shown.

 

Report details

·          Graph

Item	Description
Day	The day of the sessions.
# Finished S.	Number of finished sessions by day for the selected service and reporting period.
Max Concurrency	Maximum number of concurrent sessions by day and selected service.
Avg Concurrency	Average number of concurrent sessions by day and selected service.

 

·          Grid

Column	Description
Day	The day of the sessions.
# Finished S.	Number of finished sessions by day for the selected service and reporting period.
# Aborted S.	Number of aborted sessions by day for the selected service and reporting period.
# Rejected S.	Number of rejected sessions by day for the selected service and reporting period.
# Total S.	Sum of finished, aborted and rejected sessions by day for the selected service and reporting period.
Max Concurrency	Maximum number of concurrent sessions by day and selected service.
Avg Concurrency	Average number of concurrent sessions by day and selected service.
Duration (min.)	Total duration of sessions in minutes by day for the selected service and reporting period.
Avg Duration (sec.)	Average session duration in seconds by day for the selected service and reporting period.

 

·         Prompts: The user is prompted to select a service and the reporting period.

 

Number of Sessions by Hour of Day

Report layout

 

Business description

Use this report to find out at what time of the day system uptime is most crucial and to identify the most frequented hours.

The diagram shows the total number of sessions as bars and the maximum and average number of concurrent sessions as lines by hour of day for the selected reporting period selected by the user. The additional table lists the number of aborted and rejected sessions and the total number of sessions. Additionally the maximum and average number of concurrent sessions for the selected services and the total and average duration is shown.

 

Report details

·          Graph

Item	Description
Hour of Day	The hour of a session.
# Finished S.	Number of finished sessions by hour of day for the selected service and reporting period.
Max Concurrency	Maximum number of concurrent sessions by hour of day and selected service.
Avg Concurrency	Average number of concurrent sessions by hour of day and selected service.

 

·          Grid

Column	Description
Hour of Day	The hour of a session.
# Finished S.	Number of finished sessions by hour of day for the selected service and reporting period.
# Aborted S.	Number of aborted sessions by hour of day for the selected service and reporting period.
# Rejected S.	Number of rejected sessions by hour of day for the selected service and reporting period.
# Total S.	Sum of finished, aborted and rejected sessions by hour of day for the selected service and reporting period.
Max Concurrency	Maximum number of concurrent sessions by hour of day and selected service.
Avg Concurrency	Average number of concurrent sessions by hour of day and selected service.
Duration (min.)	Total duration of sessions in minutes by hour of day for the selected service and reporting period.
Avg Duration (sec.)	Average session duration in seconds by hour of day for the selected service and reporting period.

 

·         Prompts: The user is prompted to select a service and the reporting period.

 

Number of Sessions by Month

Report layout

 

Business description

This information can be used to find out about long-term usage trends of your services. It can also serve as a starting point to identify unusual effects in call frequency from that you can drill down to more detailed data.

The diagram shows the total number of sessions as bars and the maximum and average number of concurrent sessions as lines by month for the reporting period selected by the user. The additional table lists the number of aborted and rejected sessions and the total number of sessions. Additionally the maximum and average number of concurrent sessions for the selected services and the total and average duration is shown.

 

Report details

·          Graph

Item	Description
Month	The month of the sessions.
# Finished S.	Number of finished sessions by month for the selected service and reporting period.
Max Concurrency	Maximum number of concurrent sessions by month and selected service.
Avg Concurrency	Average number of concurrent sessions by month and selected service.

 

·          Grid

Column	Description
Month	The month of the sessions.
# Finished S.	Number of finished sessions by month for the selected service and reporting period.
# Aborted S.	Number of aborted sessions by month for the selected service and reporting period.
# Rejected S.	Number of rejected sessions by month for the selected service and reporting period.
# Total S.	Sum of finished, aborted and rejected sessions by month for the selected service and reporting period.
Max Concurrency	Maximum number of concurrent sessions by month and selected service.
Avg Concurrency	Average number of concurrent sessions by month and selected service.
Duration (min.)	Total duration of sessions in minutes by month for the selected service and reporting period.
Avg Duration (sec.)	Average session duration in seconds by month for the selected service and reporting period.

 

·         Prompts: The user is prompted to select a service and the reporting period.

 

Number of Sessions by Weekday

Report layout

 

Business description

The Number of Sessions by Weekday report can be used to identify the most active days of the week, as well as the days when system maintenance downtime has the least impact on active sessions.

The diagram shows the total number of sessions as bars and the maximum and average number of concurrent sessions as lines by weekday for the reporting period selected by the user. The additional table lists the number of aborted and rejected sessions and the total number of sessions. Additionally the maximum and average number of concurrent sessions for the selected services and the total and average duration is shown.

 

Report details

·          Graph

Item	Description
Weekday	The weekday of the sessions.
# Finished S.	Number of finished sessions by weekday for the selected service and reporting period.
Max Concurrency	Maximum number of concurrent sessions by weekday and selected service.
Avg Concurrency	Average number of concurrent sessions by weekday and selected service.

 

·          Grid

Column	Description
Weekday	The weekday of the sessions.
# Finished S.	Number of finished sessions by weekday for the selected service and reporting period.
# Aborted S.	Number of aborted sessions by weekday for the selected service and reporting period.
# Rejected S.	Number of rejected sessions by weekday for the selected service and reporting period.
# Total S.	Sum of finished, aborted and rejected sessions by weekday for the selected service and reporting period.
Max Concurrency	Maximum number of concurrent sessions by weekday and selected service.
Avg Concurrency	Average number of concurrent sessions by weekday and selected service.
Duration (min.)	Total duration of sessions in minutes by weekday for the selected service and reporting period.
Avg Duration (sec.)	Average session duration in seconds by weekday for the selected service and reporting period.

 

·         Prompts: The user is prompted to select a service and the reporting period.

 

Processing vs. Session Duration

Report layout

 

Business description

Use the Processing vs. Session Duration report to find out if dialog end processing is a performance bottleneck in your applications.

The diagram shows both the session duration and the processing duration in minutes per day for the reporting period selected by the user. In addition the difference between these figures in minutes is visualized through a bar.

Whereas the session duration represents the time from the start of the dialog until an exit was triggered, the processing duration consists of the session duration plus the time used for dialog end processing.

 

Report details

·          Graph

Item	Description
Day	The day of the sessions.
Duration (min.)	Total session duration in minutes by day for the selected service and reporting period.
Proc. Dur. (min.)	Total processing duration (session duration + dialog end processing) by day for the selected service and reporting period.
Difference (min.)	Difference between Duration (min.) and Proc. Dur. (min) in minutes by day.

 

·          Grid

Column	Description
Day	The day of the sessions.
Duration (min.)	Total session duration in minutes by day for the selected service and reporting period.
Proc. Dur. (min.)	Total processing duration (session duration + dialog end processing) by day for the selected service and reporting period.
Difference (min.)	Difference between Duration (min.) and Proc. Dur. (min) in minutes by day.

 

·          Prompts: The user is prompted to select a service and the reporting period.

 

Server Statistics

Report layout

Business description

Use the Server Statistics report to identify what percentage of sessions was not completed successfully because they were rejected or forcibly aborted. You can also find out if there is a trend in aborted or rejected sessions or if there are days with a high number of not completed sessions.

The diagram shows the average and maximum number of concurrent sessions per day represented by lines. Each bar is divided into three different colors to visualize the total number of finished, aborted and rejected sessions. The table additionally lists the total number of sessions per day along with the percentage of finished, aborted and rejected sessions and the average and maximum concurrency for the selected service.

 

Report details

·          Graph

Item	Description
Day	The day of the sessions.
# Finished S., # Aborted S., # Rejected S.	The number of finished, aborted and rejected sessions as stacked bar by day for the selected server and reporting period.
Avg Concurrency	Average number of concurrent sessions by day and selected server.
Max Concurrency	Maximum number of concurrent sessions by day and selected server.

 

·          Grid

Column	Description
Day	The day of the sessions.
# Total S.	The sum of finished, aborted and rejected sessions by day for the selected server and reporting period.
% Finished S.	The number of finished sessions as percentage to the total number of sessions.
% Aborted S.	The number of aborted sessions as percentage to the total number of sessions.
% Rejected S.	The number of rejected sessions as percentage to the total number of sessions.
Avg Concurrency	Average number of concurrent sessions by day and selected server.
Max Concurrency	Maximum number of concurrent sessions by day and selected server.

 

·          Prompts: The user is prompted to select a service and the reporting period.

 

Session Partitioning Analysis

Report layout

 

Business description

The Session Partitioning Analysis report helps you to get an overview on your concurrent session limits for servers and services.

The first diagram/table combination shows the session limits and concurrency per server. The diagram shows the session limit, the session guarantee and the session guarantee plus floating sessions as lines and the maximum number of concurrent sessions on this server as bars.

The second combination provides this information on the service level. The diagram shows the utilization of the guaranteed session limit for each service. The table provides the detailed numbers on maximum concurrency, session guarantee, floating sessions and the maximum session limit, including the appropriate utilization metrics for each service.

 

Report details

·          First graph

Item	Description
Day	The day of the sessions.
Act. S. Limit	The configured session limit for the server.
Guarantee + Floating	Available guaranteed and floating session capacity for the server by day.
Act. S. Guarantee	The configured guaranteed sessions for the server.
Max Concurrency	Maximum concurrent sessions by server

 

·          First grid

Column	Description
Server	The selected server.
Max Concurrency	Maximum concurrent sessions by service for the selected reporting period.
Act S. Guarantee	The configured guaranteed sessions for the server.
Utilization of Guarantee	Maximum concurrency as percentage by the Act. S. Guarantee.
Act. Floating S.	The configured floating sessions for the server.
Utilization of Floating	Maximum concurrency as percentage by the Act. Floating S.
Act S. Limit	The configured session limit for the server.
Utilization of Limit	Maximum concurrency as percentage by the Act. S. Limit.

 

·          Second graph

Item	Description
Day	The day of the sessions.
Service	The services of the selected server.
Utilization of Guarantee	Maximum concurrency as percentage by the Act. S. Guarantee by day and service.

 

·          Second grid

Column	Description
Service	The services of the selected server.
Max Concurrency	Maximum concurrent sessions by service for the selected reporting period.
Act S. Guarantee	The configured guaranteed sessions for the service.
Utilization of Guarantee	Maximum concurrency as percentage by the Act. S. Guarantee.
Act. Floating S.	The configured floating sessions for the service.
Utilization of Floating	Maximum concurrency as percentage by the Act. Floating S.
Act S. Limit	The configured session limit for the service.
Utilization of Limit	Maximum concurrency as percentage by the Act. S. Limit.

 

·          Prompts: The user is prompted to select the reporting period.

 

Application Development and Tuning

The reports in the Application Development and Tuning category target at application designers. They provide information on the usage of the different applications, about the average time that callers spend within the application and give hints on trends in the usage of the dialogs.

 

Average Number of Sessions

Report layout

 

Business description

The Average Number of Sessions report gives you information on the overall session frequency for your services. Depending on the content of your applications it might be appropriate to view this report on a higher level e.g. calendar week or month.

The diagram shows the average number of sessions per caller by day for the period selected by the user. The table shows this figure for the day and additionally lists the average session duration per caller in seconds, the total number of sessions, and the total number of callers. This report only shows sessions from known callers. A known caller is a caller whose ANI was transmitted to the server. Sessions without ANI are not counted in this report.

 

Report details

·          Graph

Item	Description
Day	The day of the sessions.
Channel	The channel of the sessions.
Avg # Sessions Known Caller	The average number of known callers by day and channel for the selected service and reporting period.

 

·          Grid

Column	Description
Channel	The channel of the sessions.
Month	The month of the sessions.
Day	The day of the sessions.
Avg # Sessions Known Caller	Average number of sessions by known caller, channel and day for the selected service.
Avg Duration (sec.)	Average session duration in seconds by channel and day for the selected service.
# Sessions	Total number of sessions by channel and day for the selected service.
# Known Caller	Number of known callers by channel and day for the selected service.

 

·          Prompts: The user is prompted to select a service and the reporting period.

 

Caller Exits by Input States

Report layout

 

Business description

The Caller Exits by Input State report helps you to find out at what points of your application callers most frequently exit on the detailed level of input states. It can be used to find out if callers use the predefined exit paths or drop out pre-maturely. Depending on your environment it can also be used to identify the input states where callers are transferred to a live agent to receive further information.

The diagram shows the number of sessions by exit type that were ended in the respective input state. The table additionally provides the percentage of exits by input state to the total number of input states and the percentage of exits by exit type for each input state.

 

Report details

·          Graph

Item	Description
Last Input State	The last input state processed for a session.
Exit Type	The exit types of the sessions.
# Sessions	The number of exits in the input state, stacked by the exit type for the selected service and reporting period.

 

·          Grid

Column	Description
Last Input State	The last input state processed for a session.
Input Type	The object type of the input state.
Exit Type	The exit types of the sessions.
# Sessions	The number of exits in the input state by exit type for the selected service and reporting period.
% for Input State	The percentage of exits within the input state to all sessions for the selected service and reporting period.
% by Exit Type	The number of exits by exit type as percentage to all exits within the input state.

 

·          Prompts: The user is prompted to select a service and the reporting period.

·          Filter: The diagram only shows input states with more than 5% of total exits.

 

Caller Exits by Modules

Report layout

 

Business description

 The Caller Exits by Modules report helps you to find out at what points of your application callers most frequently exit on the high-level of modules. Use this information to identify modules with unreasonable high numbers of exits. For those modules you might follow up by using for example the Recognition Quality report, Dominant Path report or Subsequence Analysis report. Depending on your environment the data provided can also indicate the modules where callers are transferred to a live agent to receive further information.

The diagram shows the number of sessions by exit type that were ended in the respective module. The table additionally provides the percentage of exits by module and the percentage of exits by exit type for each module.

 

Report details

·          Graph

Item	Description
Last Module	The last module processed during a session.
Exit Type	The exit types of the sessions.
# Sessions	The number of exits in the input state, stacked by the exit type for the selected service and reporting period.

 

·          Grid

Column	Description
Last Module	The last module processed during a session.
Exit Type	The exit types of the sessions.
# Sessions	The number of exits in the module by exit type for the selected service and reporting period.
% Exits by Module	The percentage of exits within the module to all sessions for the selected service and reporting period.
% by Exit Type	The number of exits by exit type as percentage to all exits within the module.

 

·          Prompts: The user is prompted to select a service and the reporting period.

·          Filter: The diagram only shows modules with more than 5% of total exits.

 

Dialog Language

Report layout

 

Business description

The Dialog Language report helps you to identify the distribution of different languages throughout the sessions. This way you can find out which languages are mainly used and which are abandoned.

The pie chart shows the percentage of sessions for each language for the period selected by the user. The table shows the absolute number of sessions, percentage of sessions by language for each month and the average session duration per language and month.

 

Report details

·          Graph

Item	Description
Language	The dialog language of the sessions.
# Sessions	The number of sessions by processed language for the selected service and reporting period.

 

·          Grid

Column	Description
Month	The month of the sessions.
Language	The dialog language of the sessions.
# Sessions	The number of sessions by month and language for the selected service and reporting period.
% per Month	The number of sessions by language as percentage to all sessions for a month.
Avg Duration (sec.)	Average session duration in seconds by language and month for the selected service.

 

·          Prompts: The user is prompted to select a service and the reporting period.

 

Dialog Language Trend

Report layout

 

Business description

The Dialog Language Trend report helps you to find out if changes in language-specific content or grammars led to changes in the callers´ choice for dialog language.

The diagram shows the number of sessions by day for each dialog language in the month selected by the user. The table shows the same figures, but grouped per calendar week.

 

Report details

·          Graph

Item	Description
Language	The dialog language of the sessions.
Day	The day of the sessions.
# Sessions	The number of sessions by processed language and day for the selected service.

 

·          Grid

Column	Description
Calendar Week	The calendar week of the sessions.
Language	The dialog language of the sessions.
# Sessions	The number of sessions by processed language and calendar week for the selected service.

 

·          Prompts: The user is prompted to select a service and the reporting period.

 

DTMF Fallback Analysis

Report layout

 

Business description

The DTMF Fallback Analysis report shows how many DTMF fallbacks occurred in your application. A DTMF fallback is defined as one or more unsuccessful voice inputs followed by a successful DTMF input. Use this report to find spots where the callers cannot complete an input state by using voice input, but rather falls back to using DTMF.

The diagram on the top shows the percentage of DTMF fallbacks by module as a proportion to the total number of inputs within this module. The table shows the total number of input states, the number of DTMF fallbacks, the percentage of fallbacks and the average number of No Match events before the DTMF fallback occurred per module. Additionally it provides the average number of fallbacks per session, the number of sessions and the average number of No Input, No Match (Voice) and No Match (DTMF) per input state.

 

Report details

·          Graph

Item	Description
Module	The application module.
% DTMF Fallbacks	The number of DTMF fallbacks as percentage to all inputs within a module.

 

·          Grid

Column	Description
Module	The application module.
# Input States	The number of processed input states within the module for the selected service and reporting period.
# DTMF Fallbacks	The number of DTMF fallbacks within the module for the selected service and reporting period.
% DTMF Fallbacks	The number of DTMF fallbacks within the module as percentage to the total number of processed input states within the module.
Avg # No Match events before DTMF Fallback	The average number of No Match events before the DTMF fallback occurred by module for the selected reporting period.
Avg # DTMF Fallbacks per Session	The average number of DTMF fallbacks per session within the module for the selected reporting period.
# Sessions	The number of sessions that visited the module for the selected reporting period.
Avg # No Input per Input State	The average number of No Input events per processed input state.
Avg # No Match (Voice) per Input State	The average number of No Match (Voice) events per processed input state.
Avg # No Input (DTMF) per Input State	The average number of No Match (DTMF) events per processed input state.

 

·          Prompts: The user is prompted to select a service and the reporting period.

 

Event Distribution

Report layout

 

Business description

The Event Distribution report helps you to identify modules with a high frequency of No Match or No Input events. For example may a high number of No Match events indicate an urgent need of grammar tuning, as it aids to caller frustration. A high number of No Match 1 events suggests well-designed No Match 1 prompts, but a need of improvement for the initial prompts.

The chart shows the percentage of input states with at least one No Match or No Input event as bar. The background area shows the total number of input states to indicate the relevance of the module within the application. The table shows the percentage of input states with at least one No Match or No Input event and the percentages for at least 1, 2, 3, 4 No Match events and at least 1,2,3, 4 No Input events. Additionally, the average number of events per input state and the total number of input states per module is shown.

 

Report details

·          Graph

Item	Description
Module	The application module.
# Input States	The number of processed input states within a module.
% Input States with at least one NI or NM	The number of input states with at least one No Input or No Match event at percentage to the total number of input states by module.

 

·          Grid

Column	Description
Module	The application module.
% Input States with at least one NI or NM	The number of input states with at least one No Input or No Match event as percentage to the total number of input states by module.
% Inputs – 1 No Input	The number of input states with at least one No Input event as percentage to the total number of input states by module.
% Inputs – 2 No Input	The number of input states with at least two No Input events as percentage to the total number of input states by module.
% Inputs – 3 No Input	The number of input states with at least three No Input events as percentage to the total number of input states by module.
% Inputs – 4 No Input	The number of input states with at least four No Input events as percentage to the total number of input states by module.
% Inputs – 1 No Match	The number of input states with at least one No Match event as percentage to the total number of input states by module.
% Inputs – 2 No Match	The number of input states with at least two No Match events as percentage to the total number of input states by module.
% Inputs – 3 No Match	The number of input states with at least three No Match events as percentage to the total number of input states by module.
% Inputs – 4 No Match	The number of input states with at least four No Match events as percentage to the total number of input states by module.
Avg No Input per Input	The average number of No Input events per processed input state.
Avg No Match per Input	The average number of No Match events per processed input state.
Avg # No Match (Voice) per Input	The average number of No Match (Voice) events per processed input state.
Avg # No Input (DTMF) per Input	The average number of No Match (DTMF) events per processed input state.
Avg Help Events	The average number of help events per processed input state.
Avg Turns	The average number of turns per processed input state.
# Input States	The number of processed input states within the module for the selected service and reporting period.

 

·          Prompts: The user is prompted to select a service and the reporting period.

 

Events by Day

Report layout

 

Business description

The Events by Day report helps you to identify trends in the frequency of No Match/No Input events and standard navigation commands. It can also be used if tuning actions show effect and lead to a decrease on the number of events.

The diagram shows the average number of No Match and No Input events by day. The table shows the overall number of sessions, the number of standard navigation commands (Back, Forward, Repeat), the number of help commands, the number of No Match events for each input mode, and the number of No Input events per day.

 

Report details

·          Graph

Item	Description
Day	The day of the sessions.
Avg # No Match per Input	The average number of No Match events per processed input state by day for the selected service.
Avg # No Input per Input	The average number of No Input events per processed input state by day for the selected service.

 

·          Grid

Column	Description
Day	The day of the sessions.
# Sessions	The number of sessions by day for the selected service.
Avg # Back Events per Input State	The average number of back events per input state by day for the selected service.
Avg # Forward Events per Input State	The average number of forward events per input state by day for the selected service.
Avg # Repeat Events per Input State	The average number of repeat events per input state by day for the selected service.
Avg Help Events	The average number of help events per processed input state.
Avg # No Match (Voice) per Input	The average number of No Match (Voice) events per processed input state.
Avg # No Input (DTMF) per Input	The average number of No Match (DTMF) events per processed input state.
Avg # No Match (Voice) per Input	The average number of No Match (Voice) events per processed input state.
Avg # No Input (DTMF) per Input	The average number of No Match (DTMF) events per processed input state.

 

·         Prompts: The user is prompted to select a month.

·         Filter: The report is filtered on the channels voice and video.

 

Exit Type Distribution

Report layout

 

Business description

The Exit Type Distribution report provides information on how callers finished the dialogs. Use this report to find out how callers end their dialogs in the services. A high percentage of hang-ups most likely indicates caller discontentment with the application.

The Exit Type Distribution report can also be used to identify if there is a high number of exceptions.

The information provided by the table helps to discover a possible correlation between exit type and length of sessions.

The pie chart shows the percentage of sessions for each exit type for the time period selected by the user. The table shows the absolute number of sessions, the percentage of sessions by exit type for each month and the average session duration per exit type and month.

 

Report details

·          Graph

Item	Description
Exit Type	The exit type of the sessions.
# Sessions	The number of sessions by exit type for the selected service and reporting period.

 

·          Grid

Column	Description
Month	The day of the sessions.
Exit Type	The exit type of the sessions.
# Sessions	The number of session exits by month and exit type for the selected service.
% per Month	The number of exits by exit type as percentage of all sessions during a month for the selected service.
Avg Duration (sec.)	The average number of forward events per input state by day for the selected service.

 

·          Prompts: The user is prompted to select a month.

Exit Types Trend

Report layout

 

Business description

The Exit Types Trend report helps you to find out if callers have changed their exit behavior recently. You might for example check if a change in the dialog design led to the intended decrease in premature caller hang-ups.

The diagram shows the number of sessions by day for each exit type for the month selected by the user. The table shows the same figures, but grouped per calendar week.

 

Report details

·          Graph

Item	Description
Day	The day of the sessions.
Exit Type	The exit type of the sessions.
# Sessions	The number of sessions by day and exit type for the selected service.

 

·          Grid

Column	Description
Calendar Week	The calendar week of the sessions.
Channel	The channel of the sessions.
Exit Type	The exit type of the sessions.
# Sessions	The number of sessions during a calendar week by channel and exit type for the selected service.
%	The number of sessions by exit type as percentage to the total number of sessions by channel during a calendar week.
Summary	The total number of sessions by calendar week for the selected service.

 

·          Prompts: The user is prompted to select a service and the reporting period.

 

Input State Frequency

Report layout

 

Business description

The Input State Frequency report helps you to find out what your most frequented input states are.

The table shows the type of the input, the number of sessions, the average number of visits per session, the number of No Input and No Match events and the average confidence for each input state.

 

Report details

·          Grid

Column	Description
Input State	The input states for the selected service.
Input Type	The object type of an input state.
Exit Type	The exit type of the sessions.
# Sessions	The number of sessions that visited the input state during the selected reporting period.
# Visits per S.	The average number of input state executions per session during the selected reporting period.
Avg No Input per Input	The average number of No Input events per processed input state.
Avg No Match per Input	The average number of No Match events per processed input state.
Avg # No Match (Voice) per Input	The average number of No Match (Voice) events per processed input state.
Avg # No Match (DTMF) per Input	The average number of No Match (DTMF) events per processed input state.
Confidence	The average confidence for all voice inputs by input state for the selected reporting period.

 

·         Prompts: The user is prompted to select a service and the reporting period.

 

Menu Navigation Analysis

Report layout

 

Business description

Use the Menu Navigation Analysis report to find out how callers navigate through the application, identify preferred or less used menu choices, hyperlink usage or event occurrences.

The diagram shows a bar for each selected menu item, hyperlink or event. The bars show the percentage of selections based on all selections and events in this menu. The bar is clustered by the input mode.

The report provides a graph for each menu of the service.

 

Report details

·          Graph

Item	Description
Input State	The menu objects for the selected service.
Input Mode	The input mode for the inputs.
% Selections	The users´ choices by Menu object and Menu item, stacked by the input mode.

 

·         Prompts: The user is prompted to select a service, the reporting period and optionally the channel.

·         Filter: the report is filtered on input type, selecting menus only.

 

Module Analysis

Report layout

 

Business description

The Module Analysis report gives you an overview on the main characteristics for the modules of your services. By evaluating these figures you can quickly identify modules that produce a high number of No Match/No Input events or a low recognition confidence. In addition you can find out which modules are most frequently accessed and which ones are more than once accessed during one dialog. In this report you can drill down to input state to further pinpoint areas for improvement.

The table shows the number of sessions per module, the number of module occurrences describing how often one module was processed, the average number of occurrences per session, the average number of processed input states within this module, the number of events (No Input, No Match, Help, Repeat), and the average confidence throughout all input states.

 

Report details

·          Grid

Column	Description
Module	The modules for the selected service.
# Sessions	The number of sessions that visited the module during the reporting period.
# Module Occ.	The total number of visits within the module during the reporting period.
Avg Module Occ.	The average number of visits during a session.
Avg # Input States (per visit)	The average number of executed input states during a module visit.
Avg Duration in Module (per visit)	Average duration in seconds per module visit.
Avg # No Input per Input State	Average number of No Input events per processed input state.
Avg # No Match per Input State	Average number of No Match events per processed input state.
Avg # Help Events per Input State	Average number of Help events per processed input state.
Avg # Turns per Input State	Average number of turns per processed input state.
Confidence	Average recognition confidence for all voice inputs by input state.

 

·          Prompts: The user is prompted to select a service and the reporting period.

 

Recognition Quality

Report layout

 

Business description

Use the Recognition Quality report to control and monitor the recognition quality on service level and for detailed analysis down to a single input state. The report provides information on the success rate of input states and can help to identify critical input states.

The table provides recognition quality numbers by service and the input state transition type. By using the drill function data can be analyzed down to a single input state. It provides the total number of input states and the percentage of input states that are successfully completed. The percentage of immediate recognition contains all input states without No Match, No Input, Repeat and Help event. The event-related percentages provide information on frequency and relevance of error events, showing the percentage of input states with at least 1-4+ No Input or No Match events. Finally the average confidence is provided for inputs with successful recognitions.

 

Report details

·          Graph

Item	Description
Service	The selected service.
Transition Category	The successful / not successful categorization of transition types.
# Input States	The number of input states with a successful or not successful recognition (transition).

 

·          Grid

Column	Description
Transition Category	The successful / not successful categorization of transition types.
Transition Type	The type of transition for an input.
# Input States	The number of input states by transition type for the selected service and reporting period.
% Input States	The number of input states as percentage to all input states for the selected service and reporting period.
% Immediate Recognition	The percentage of inputs with an immediate recognition. Immediate recognition is defined as recognition without previous No Input, No Match, Help and Repeat event.
% 1 NI	The percentage of inputs with at least one No Input event.
% 2NI	The percentage of inputs with at least two No Input events.
% 3 NI	The percentage of inputs with at least three No Input events.
% 4 NI	The percentage of inputs with at least four No Input events.
% 1 NM	The percentage of inputs with at least one No Match event.
% 2 NM	The percentage of inputs with at least two No Match events.
% 3 NM	The percentage of inputs with at least three No Match events.
% 4 NM	The percentage of inputs with at least four No Match events.
Confidence	The average recognition confidence for all voice recognitions by service and transition type for the reporting period.

 

·          Prompts: The user is prompted to select a service and the reporting period.

 

Recordings by Input State

Report layout

 

Business description

Use the Recordings by Input State report to analyze the caller behavior for a selected input state. It provides access to the recording files to listen to what callers really said at a specific point within the dialog. This information can help designers to optimize for example prompts or grammars of this input state.

The table provides access to the recording files for a given input state. The table is structured by day and minute of the session, the ANI and the recording step. It additionally provides the recording type, the utterance, slot, recording confidence and the recording duration.

 

Report details

·          Grid

Column	Description
Day	The day of the session start.
Minute	The minute of the session start.
ANI	The ANI of the session.
Rec. Count	A sequential count of the session’s recordings.
Recording Type	The type of the recording.
Rec. Utt.	The utterance returned by the recognizer.
Rec. Confidence	The confidence value returned by the recognizer.
Rec. Dur.	The recording duration in seconds.
Recording	The URL to access and listen to the recording.

 

·          Prompts: The user is prompted to select a day and an input state.

 

Service Analysis

Report layout

 

Business description

The Service Analysis report provides information on the usage of the services. It helps you to identify trends in caller behavior across services and to review the effect of changes you made to the applications.

The diagram shows the number of sessions by day for all deployed services. The table additionally lists the maximum and average number of concurrent sessions and the sum of session duration in minutes. Furthermore, the percent to total values are shown.

 

Report details

·          Graph

Item	Description
Service	The services for the selected server.
Day	The day of the sessions.
# Finished S.	The number of finished sessions by day and service for the selected server.

 

·          Grid

Column	Description
Service	The services for the selected server.
# Finished S.	The number of finished sessions by service.
% Sessions	The number of finished sessions as percentage to all finished sessions for the selected server and reporting period.
Max Concurrency	The maximum number of concurrent sessions by service during the reporting period.
Avg Concurrency	The average number of concurrent sessions by service during the reporting period.
Duration (min.)	The total session duration by service.
% Duration	The session duration as percentage to the total duration of all sessions on the selected server and reporting period.

 

·          Prompts: The user is prompted to select the reporting period.

 

Service Chain Session Analysis

Report layout

 

Business description

The Service Chain Session Analysis report provides information of sessions along a chain of executed services. It helps you to track the caller behavior for services that are based on multiple deployed services and that make use of the service chain functionality.

The diagram shows the number of sessions by day and the average number of visited services for sessions of a selected starting service. The first table lists the service in which these sessions ended including the exit type. The second table additionally provides the session statistics by day, including the metrics on sessions, average visited services, average and total duration, and the percentage of successful input states.

 

Report details

·          Graph

Item	Description
Day	The day of the sessions.
# Master Sessions	The number of sessions for the selected reporting period and the initial service.
Avg # Service per Session	The average number of executed services during a session.

 

·          Grid

Column	Description
Service Chain Exit Service	The last service of a session.
Exit Type	The type of exit.
# Master Sessions	The number of sessions by exit type that ended in the listed service.
Avg # Service per Session	The average number of executed services during a session by exit type and exit service.
Avg Duration (sec.)	The average session duration in seconds by exit type and exit service.
Duration (min)	The total duration in minutes by exit type and exit service.
% Successful Input States	The percentage of successful inputs by exit type and exit service.

 

·          Prompts: The user is prompted to select the reporting period and the service from which the sessions started.

 

Service Deployment History

Report layout

 

Business description

The Service Deployment History report provides information on service usage along the history of service re-deployments. Using this report can help to control the success of changes and enhancements and to monitor the caller behavior across multiple versions of a service.

The diagram shows the number of sessions and the duration by day. The additional table provides the overall call metrics by day, grouped by the deployment history, including deployment date and project version name. Metrics included are number of sessions, total duration and average session duration, percentage of successful inputs and the average confidence.

 

Report details

·          Graph

Item	Description
Day	The day of the sessions.
# Sessions	The number of sessions by day for the selected service.
Duration (min.)	The total duration in minutes by day for the selected service.

 

·          Grid

Column	Description
Deployment Date	The date of the service (re-) deployment.
Deployment	The version description of the deployed project version.
Day	The day of the sessions.
# Sessions	The number of sessions by day for the selected service.
Duration (min.)	The total duration in minutes by day for the selected service.
Avg Duration (sec.)	The average session duration in seconds.
% Successful Input States	The percentage of successful inputs.
Avg Confidence (Voice)	The average recognition confidence for all input states with voice input.

 

·          Prompts: The user is prompted to select the reporting period and the service.

 

Session Duration Benchmark

Report layout

 

Business description

The Session Duration Benchmark report provides information on the duration of sessions. Use it in context with your application. Some applications might create shorter sessions whereas others, more complex in nature, are designed to prolong the caller’s stay in the dialog.

Aside from that, the Session Duration Benchmark report also helps in identifying recent trends in the length of the sessions.

The diagram shows the average, minimum and maximum session duration per day as a line series along with the number of sessions as a bar series. The additional table shows these figures for the reporting period selected by the user.

 

Report details

·          Graph

Item	Description
Day	The day of the sessions.
# Sessions	The number of sessions by day for the selected service.
Avg Duration (sec.)	The average session duration by day.
Max Duration (sec.)	The maximum session duration by day.
Min Duration (sec.)	The minimum session duration by day.

 

·          Grid

Column	Description
Day	The day of the sessions.
# Sessions	The number of sessions by day for the selected service.
Avg Duration (sec.)	The average session duration by day.
Max Duration (sec.)	The maximum session duration by day.
Min Duration (sec.)	The minimum session duration by day.

 

·         Prompts: The user is prompted to select a service and the reporting period.

 

Session Input State Analysis

Report layout

 

Business description

Use the Session Input State Analysis report for analysis of single calls. It provides detailed information on how callers use the dialogs and helps to identify input states that need further improvement. The referenced recordings can be used to listen to what callers said at a specific point in the dialog.

The report has sections on single calls showing the call start date and time as section header and the call details as table.

The table lists all input states for a single call. It provides the input state, input type, the slot value, utterance and confidence. Along with that it provides the number of No Match and No Input events. Additionally, it provides direct access to the recorded utterances for the recording types No Match 1-4, the recording for the recognition and hyperlink.

 

Report details

·          Grid

Item	Description
Day, Minute	The day and minute of the session as sections.
Input State Step	The consecutive number of inputs.
Input State	The processed input state.
Input Type	The object type of the processed input state.
Slot	The slot value returned by the media platform.
Utterance	The recognized utterance returned by the media platform.
Transition Type	The transition type for this input.
# No Input	The number of No Input events during this input state.
# No Match	The number of No Match events during this input state.
# Help	The number of Help events during this input state.
Rec. No Match 1	The URL to listen to the recording for the first No Match event.
Rec. No Match 2	The URL to listen to the recording for the second No Match event.
Rec. No Match 3	The URL to listen to the recording for the third No Match event.
Rec. No Match 4	The URL to listen to the recording for the fourth No Match event.
Rec. Recognition	The URL to listen to the recording for the recognition.
Rec. Hyperlink	The URL to listen to the recording for the Hyperlink navigation event.

 

·         Prompts: The user is prompted to select the callers ANI for a specific service and the reporting period.

 

Transition Types

Report layout

Business description

The Transition Types report helps you to get insight into how callers most frequently leave the input states.

The pie chart shows the percentage of inputs per transition type. The table in addition shows the average number of occurrences per session, the average duration in minutes, the average confidence and the percentage of input states as a proportion through the total number of input states.

 

Report details

·          Graph

Item	Description
Service	The selected service.
Transition Type	The input state transition types.
# Sessions	The number of sessions by service and transition type for the selected reporting period.

 

·          Grid

Column	Description
Service	The selected service.
Transition Type	The input state transition types.
% Input States	The number of input states as percentage to all processed input states of the service.
Avg # Input States	The average number of input states with this transition type per session.
Avg Duration (sec.)	The average duration per input states with this transition type per session.
Confidence	The average confidence for all input states with this transition type.

 

·          Prompts: The user is prompted to select a service and the reporting period.

 

Utterance Analysis (Voice, DTMF, Text)

Report layout

 

Business description

Use the Utterance Analysis reports to analyze the user responses. They can be used to measure the complexity of utterances and can help to optimize input states and grammars.

Utterance Analysis reports are available in three versions representing the channel specific metrics. The tables list all input states by service.

The report for the voice channel provides statistics about the number of words used within the input states utterances. Along with that it provides the percentage and average confidence of input states by the number of words used. The report on DTMF utterances provides metrics on the character length. The text version provides metrics on number of words and lengths.

 

Report details

·          Grid

Column	Description
Input State	The input states of the selected service.
Input Type	The object type of the input state.
# Input States	The number of input state executions for the selected reporting period.
Avg Words	Average number of words in recognized utterance by input state.
Min Words	Minimum number of words in recognized utterance by input state.
Max Words	Maximum number of words in recognized utterance by input state.
% 1 Word	Percentage of inputs with utterance length of one word.
% 2 Words	Percentage of inputs with utterance length of two words.
% 3 Words	Percentage of inputs with utterance length of three words.
% 4 Words	Percentage of inputs with utterance length of four words.
% 5 Words	Percentage of inputs with utterance length of five words.
% 6 Words	Percentage of inputs with utterance length of six words.
Conf. 1 Word	Confidence for utterances with length of one word.
Conf. 2 Words	Confidence for utterances with length of two words.
Conf. 3 Words	Confidence for utterances with length of three words.
Conf. 4 Words	Confidence for utterances with length of four words.
Conf. 5 Words	Confidence for utterances with length of five words.
Conf. 6 Words	Confidence for utterances with length of six words.

 

·          Prompts: The user is prompted to select a service and the reporting period.

 

Utterances by Input States

Report layout

 

Business description

The Utterances by Input States report gives you insight into what callers say in a specific prompt. This information can be used to tune the underlying grammar, e.g. by removing rarely or never used entries. By further examining the confidence benchmark figures you can also identify grammar entries that need adjustments to produce better confidence values.

The table shows all utterances grouped by slots and ordered by the slot occurrence. Along with that the input mode is shown, the number of occurrences of this utterance and the appropriate percentage. Furthermore, the average, minimum and maximum confidence, and the percentage of inputs with at least 1 No Match event.

 

Report details

·          Grid

Column	Description
Slot	The slot value returned by the recognizer.
Input Mode	The mode of the input (recognition).
Utterance	The number of input state executions for the selected reporting period.
Avg Words	Average number of words in recognized utterance by input state.
Min Words	Minimum number of words in recognized utterance by input state.
Max Words	Maximum number of words in recognized utterance by input state.
% 1 Word	Percentage of inputs with utterance length of one word.
% 2 Words	Percentage of inputs with utterance length of two words.

 

·          Prompts: The user is prompted to select an input state and the reporting period.

 

Voice vs. DTMF Input

Report layout

 

Business description

The Voice vs. DTMF report helps you to identify how many input states were successfully completed by using voice input. Especially when migrating from a DTMF-only application, this report can give you insight into performance of the recognition engine depending on the input mode.

The bar diagram shows the number of inputs by day divided into voice and DTMF inputs. The table in addition shows the number of No Match events for each input mode and the percentage of No Match events as a proportion of all successful inputs.

 

Report details

·          Graph

Item	Description
Day	The day of the sessions.
# Input States (Voice), # Input States (DTMF)	The number of input states with voice and DTMF input by day for the selected service.

 

·          Grid

Column	Description
Day	The day of the sessions.
# Sessions	The number of sessions by day for the selected service and reporting period.
# Input States (Voice)	The number of input states with voice inputs.
% Input States (Voice)	The number of input states with voice inputs as percentage to the total number of inputs.
# Input States (DTMF)	The number of input states with DTMF inputs.
% Input States (DTMF)	The number of input states with DTMF inputs as percentage to the total number of inputs.
# No Match (Voice)	The number of No Match (Voice) events.
# No Match (DTMF)	The number of No Match (DTMF) events.
% Unsuccessful Voice Inputs	Percentage of unsuccessfully completed input states with voice recognition.
% Unsuccessful DTMF Inputs	Percentage of unsuccessfully completed input states with DTMF recognition.

 

·          Prompts: The user is prompted to select a service and the reporting period.

 

Business and Caller Analysis

The reports in the Business and Caller Analysis category target at marketing people or CRM analysts. They primarily provide information on business tasks and on the callers and their acceptance of the applications, i.e. how well the service is addressing caller needs, how many of the callers are coming back, and how often they visit.

Business Task Completion Rates

Report layout

 

Business description

The Business Task Completion Rates report provides information on how successful tasks are completed. It helps to monitor the frequency of task usage and helps to identify reasons for aborted tasks.

The diagram shows the task completion for each task and channel. The table additionally shows the number of executed tasks and percentage based on the task status.

 

Report details

·          Graph

Item	Description
Task Completion	Task completion (complete, incomplete).
Task	The business tasks for the selected service.
Channel	The channel of the sessions.
# Tasks	The number of task executions by task and channel, stacked by task completion for the selected service and reporting period.

 

·          Grid

Column	Description
Channel	The channel of the sessions.
Task Completion	Task completion (complete, incomplete).
Task Status	The more detailed task status.
Task Type	The type of the business task.
Task	The business tasks for the selected service.
# Tasks	The number of task executions by channel, task and task status for the selected service and reporting period.
%	The number of task executions by task status as percentage to the total number of task executions per task.

 

·         Prompts: The user is prompted to select a service and the reporting period.

 

Business Task Data

Report layout

 

Business description

The Business Task Data report shows the task-related data for the selected business task.

The first table provides a count of occurrences for all alphanumeric data, grouped by task completion and data key.

The second table provides a calculation of totals, minimum, maximum and average for all numeric data values.

i8    Note: This report provides a generic view on the task data logged. You might adapt this report and create custom filters and metrics to accordingly reflect the data stored by the application.

 

Report details

·          First grid

Column	Description
Task	The business task.
Task Completion	Task completion (complete, incomplete).
Task Data Key	The key of the task data.
Task Data Value	The different values logged for the Task Data Key.
Count	A count of alphanumerical data values for the reporting period.

 

·          Second grid

Column	Description
Task	The business task.
Task Completion	Task completion (complete, incomplete).
Task Data Key	The key of the task data.
Total	Total sum of numerical values by data key for the reporting period.
Min	Minimum numerical value by data key for the reporting period.
Max	Maximum numerical value by data key for the reporting period.
Avg	Average value by data key for the reporting period.

 

·         Prompts: The user is prompted to select a business task and the reporting period.

 

Business Task Session Analysis

Report layout

 

Business description

The Business Task Session Analysis report provides further details on the task execution. It helps to identify reasons why tasks may not have been completed as successfully as expected.

The diagram shows the percentage of call exits for each task and channel, clustered by the dialog exit type. The table additionally lists the task completion, the average number of active and inactive phases, the average number of input states, the percentage of successful input states and the average number of inputs with a No Match and No Input event.

 

Report details

·          Graph

Item	Description
Task	The business task.
Channel	The channel of the session.
Exit Type	The exit type of the session.
# Tasks	The number of tasks by task and channel, stacked by the session exit type.

 

·          Grid

Column	Description
Task	The business task.
Task Completion	Task completion (complete, incomplete).
# Tasks	The number of task executions by task and task completion.
%	Percentage of complete and incomplete task executions per task.
Avg Act. Phases	Average number of active phases per task execution.
Avg Inact. Phases	Average number of inactive phases per task execution.
Avg Input States	Average number of input states per task execution.
% Success	Percentage of successful inputs per task execution.
Avg Input – No Match	Average number of inputs with at least one No Match event per task execution.
Avg Input – No Input	Average number of inputs with at least one No Input event per task execution.

 

·         Prompts: The user is prompted to select a service and the reporting period.

 

Caller Frequency

Report layout

 

Business description

The Caller Frequency report provides information on how often the same caller initiates sessions to your applications. Use this information to find out how loyal your callers are and if your applications make callers come back. Usually, a high number of recurring sessions is desired. However, some applications might require the caller to call only once, so interpretation of this data is dependent on the application context.

The diagram shows the number of callers grouped by their session frequency for the month selected by the user. Available frequency bands are 1 time, 2-4 times, 5-9 times, 10-24 times, 25-49 times, 50-99 times and more than 100 times. The table lists the total number of sessions, total number of callers, and the average number of sessions per caller for the selected month. This report only shows sessions from known callers. Callers whose ANI was not transmitted are not counted in this report.

 

Report details

·          Graph

Item	Description
Callers	The number of callers.
Sessions per caller	The number of sessions per caller per month.

 

·          Grid

Column	Description
Month	The month of the sessions.
# Sessions	The number of sessions for the month and the selected service.
# Known Caller	The number of known callers. A known caller is a caller whose ANI was transmitted.
Avg # Ses. Known Caller	Average number of sessions per known caller.

 

·         Prompts: The user is prompted to select a service and the reporting period.

 

Caller Loyalty

Report layout

 

Business description

The Caller Loyalty report provides information on how many of your callers call repeatedly and how many of them are one-time-callers. Use this report to see how caller loyalty changes through time.

Typically a desired behavior is turning as many of your callers from one-time to repeated callers. With help of this report you can also identify if the churn rate of your callers is increasing.

The pie chart shows the percentage of sessions by frequent and one time callers. The table additionally shows the number of callers and sessions, including the appropriate percentages split by frequent and one time callers.

 

Report details

·          Graph

Item	Description
Frequency	A categorization into one time callers and frequent callers per month.
# Sessions	The number of sessions by one time callers and frequent callers.

 

·          Grid

Column	Description
Frequency	A categorization into one time callers and frequent callers per month.
# Callers	The number of known callers by frequency.
% Callers	The number of known callers as percentage to all callers.
# Sessions	The number of sessions by frequency.
% Sessions	The number of sessions as percentage to all sessions.

 

·         Prompts: The user is prompted to select a service and the reporting period.

 

Channel Trend Analysis

Report layout

 

Business description

Use the Channel Trend Analysis report to get detailed information on the service usage across channels over time. By changing the report from week to weekday or hour the report can be used to identify if users prefer channels at specific days or daytimes.

The left diagram shows the total session duration by day. The bar is split into the different channels through which the service is available. The right diagram shows the average session duration by day. Each line represents a channel. The table lists the number of sessions, the total duration and the average session duration for each channel by week.

 

Report details

·          Left graph

Item	Description
Day	The day of the sessions.
Avg Duration (Voice, Video, Text, Web)	The number of sessions by day, stacked by channel for the selected service and reporting period.

 

·          Right graph

Item	Description
Day	The day of the sessions.
# Sessions (Voice, Video, Text, Web)	The average session duration in seconds by day and channel.

 

·          Grid

Column	Description
Day	The day of the sessions.
# Sessions (Voice)	The number of sessions by day and voice channel.
# Sessions (Video)	The number of sessions by day and video channel.
# Sessions (Text)	The number of sessions by day and text channel.
# Sessions (Web)	The number of sessions by day and Web channel.
Total Sessions	Total sessions by day for the selected service.
Duration (Voice)	Total duration in minutes by day and voice channel.
Duration (Video)	Total duration in minutes by day and video channel.
Duration (Text)	Total duration in minutes by day and text channel.
Duration (Web	Total duration in minutes by day and Web channel.
Total Duration	Total duration in minutes by day for the selected service.
Avg Duration (Voice)	Average session duration by day and voice channel.
Avg Duration (Video)	Average session duration by day and video channel.
Avg Duration (Text)	Average session duration by day and text channel.
Avg Duration (Web)	Average session duration by day and Web channel.

 

·          Prompts: The user is prompted to select a service and the reporting period.

 

Dialog Depth

Report layout

 

Business description

The Dialog Depth report helps you to assess how deeply callers are exploring your applications. The information contained helps you to find out if the content of your services makes your callers explore many different areas of your applications or if callers are able to complete their transactions by using a low number of input states.

The diagram shows the average number of modules and the average number of input states per session by day. The table in addition shows the total number of sessions, processed modules and input states along with the average number per session.

 

Report details

·          Graph

Item	Description
Day	The day of the sessions.
Avg # Modules	The average number of processed modules during a session.
Avg # Input States	The average number of processed input states during a session.

 

·          Grid

Column	Description
Day	The day of the sessions.
# Sessions	The number of sessions by day for the selected service and reporting period.
# Distinct Modules	The number of processed distinct modules.
# Modules	The number of processed modules.
Avg # Modules	The average number of processed modules per session.
# Distinct Input States	The number of processed distinct input states.
# input States	The number of processed input states.
Avg # Input States	The average number of processed input states per session.

 

·         Prompts: The user is prompted to select a service and the reporting period.

 

Dominant Path Analysis

Report layout

 

Business description

Use the Dominant Path Analysis report to get detailed information on how users behave and how users navigate through the application. Analyzing dominant paths can help to identify inefficient experiences, barriers to completion and visits to invalid areas. It provides information on the dominant experiences of the majority of callers and helps to evaluate the usefulness of applications and modules.

The table provides information on how users behave and navigate through an application. It shows the dominant path starting from the left module and the percentage of transition from module to module. The number of occurrences and the number of sessions provide the absolute numbers for the complete path. The

The report is available in five versions, providing dominant path analysis for path depth of two to six modules.

 

Report details

·          Grid

Column	Description
Start Module	The first module of module (sub) sequences.
%	The percentage of occurrences a caller navigated from module to module representing the complete module subsequence.
Module 2, 3, 4, 5	Sequence of modules visited by the callers.
End Module	The end module of the (sub) sequence.
# Abs	The occurrence of the complete path in relation to all occurrences.
# Occurrences	The number of occurrences of the subsequence.
# Sessions	The number of sessions that contained the subsequence.

 

·          Prompts: The user is prompted a start module and the reporting period.

 

Early Drop-Off Analysis

Report layout

 

Business description

The Early Drop-Off Analysis report provides information on how many callers hang up after a short amount of time.

The Early Drop-Off Analysis report shows all sessions grouped by their duration. Available groups are shorter than 30 seconds, 30-40 seconds, 40-50 seconds and longer than 50 seconds. The upper left diagram shows the total number of sessions grouped for the month selected by the user. The diagram below shows this numbers by day to identify trends in the application usage.

 

Report details

·          Top graph

Item	Description
Session Duration Bands	Lengths of the sessions.
# Sessions	The number of sessions by Session Duration Bands for the selected service and reporting period.

 

·          Grid

Column	Description
Session Duration Bands	Lengths of the sessions.
# Sessions	The number of sessions by Session Duration Bands for the selected service and reporting period.
%	The number of sessions as percentage to the total number of sessions.

 

·          Bottom graph

Item	Description
Day	The day of the sessions.
Session Duration Bands	Lengths of the sessions.
# Sessions	The number of sessions by Session Duration Bands for the selected service and reporting period.

 

·         Prompts: The user is prompted on service and the reporting period.

Layer Usage Overview

Report layout

 

Business description

The Layer Usage Overview report provides information on the call personalization. It helps to identify frequent user selections or to identify typical user profiles. The report helps you to optimize the call personalization and supports planning future application updates or marketing activities.

The diagram shows the percentage of sessions by the active layer state at the end of the call. The table additionally provides the total number of sessions, the average duration and the average number of input states, and the percentage of successful input states within those sessions.

 

Report details

·          Graph

Item	Description
Layer	The Layer objects used within the selected service.
Layer State	The layer’s layer states.
% Sessions	The number of sessions that finished with the layer state as percentage to the total number of sessions per layer.

 

·          Grid

Column	Description
Layer	The Layer objects used within the selected service.
Layer State	The layer’s layer states.
# Sessions	The number of sessions that finished with the layer state.
% Sessions	The number of sessions that finished with the layer state as percentage to the total number of sessions per layer.
Avg Duration (sec.)	The average session duration in seconds for sessions that ended with this layer state.
Avg # Input States	The average number of input states for sessions that ended with this layer state.
% Successful Inputs	The percentage of successful input states for sessions that ended with this layer state.

 

·         Prompts: The user is prompted on service and the reporting period.

 

Module Sequences

Report layout

Business description

The Module Sequences report helps you to identify your callers’ most popular paths through your applications. You can use the information provided to check if newly added content is accepted by the callers. You can also use the data provided to develop new content or to restructure your application.

The table shows the absolute number of sessions, the percentage number of sessions, the average session duration, and the average number of input states for each module sequence.

 

Report details

·          Grid

Column	Description
Module Sequence	The distinct module sequences callers followed during their sessions.
# Sessions	The number of sessions that followed exactly this module sequence.
% Sessions	The number of sessions that followed exactly this module sequence as percentage to the total number of sessions.
Avg Duration (sec.)	The average session duration for sessions that followed the module sequence.
Avg # Input States	The average number of input states for sessions that followed the module sequence.

 

·         Prompts: The user is prompted on service and the reporting period.

 

Module Sets

Report layout

 

Business description

The Module Sets report helps you to find out which modules were accessed by callers during one session. With this information you can tune and align the content of your modules.

The table shows the absolute number of sessions, the percentage number of sessions, the average session duration, the average number of input states, and the number of corresponding module sequences for each module set.

 

Report details

·          Grid

Column	Description
Module Set	The distinct module sets callers visited during their sessions.
# Sessions	The number of sessions that exactly visited these modules.
% Sessions	The number of sessions that visited these modules as percentage to the total number of sessions.
Avg Duration (sec.)	The average session duration for sessions that visited these modules.
Avg # Input States	The average number of input states for sessions that visited these modules.
# Module Sequences	The number of distinct module sequences that are based on the module set.

 

·         Prompts: The user is prompted on service and the reporting period.

 

Session Details

Report layout

 

Business description

Use the Session Details report to see most detailed information on one specific caller. In combination with the Top 20 Callers report this report can be used to find out more about the behavior of your top callers.

The diagram shows the number of sessions and the session duration per day for the ANI selected by the user. The table additionally lists all sessions for this ANI along with its session length, the called service, the language of the dialog, the caller’s exit type, the session ID from the media platform, and the session ID of VoiceObjects Server.

 

Report details

·          Graph

Column	Description
Day	The day of the sessions.
# Sessions	The number of sessions by day for the selected ANI and reporting period.
Duration (min.)	The total session duration in minutes by day for the selected ANI and reporting period

 

·          Grid

Column	Description
Day	The day of the sessions.
Server	The server the session was processed by.
Service	The service of the session.
Duration (sec.)	The duration of the session.
Language	The language of the session.
Exit Type	The exit type of the session.
Media Platform ID	The media platform ID of the session.
Session	The internal session ID of the session.

 

·         Prompts: The user is prompted on the caller’s ANI.

 

Subsequence Analysis (Start – End) / (Start) / (End)

Report layout

 

Business description

Use the Subsequence Analysis reports to analyze dialog paths. The reports provide detailed information on how callers navigate through the application and gain insight into the caller behavior. The reports can be used to identify design flaws, frequently used module combinations or the success rate of tasks designed as a sequence of modules.

The table lists the most frequently used sequences of modules. It provides the number of intermediate modules, the number of sessions that followed this subsequence, and the according percentage.

The report is available with three different filter options. The Subsequence Analysis (Start-End) prompts for a start and an end module. It allows analyzing the dialog paths between two defined modules.

The Subsequence Analysis (Start) prompts for a start module and the maximum number of intermediate modules. It allows analyzing how callers left a module and what have been the next steps.

The Subsequence Analysis (End) prompts for the end module and the maximum number of intermediate modules. It allows analyzing how callers navigate through the application before entering the end module.

 

Report details

·          Grid

Column	Description
Start Module	The start module of the module subsequence.
Intermediate Modules	The modules visited between start and end module.
End Module	The last module of the module subsequence.
# Interm. Modules	The number of intermediate modules.
# Sessions	The number of sessions visiting exactly this subsequence of modules.
% Sessions	The number of sessions visiting this subsequence as percentage to the number of all sessions in the report result.
# Occurrences	The number of occurrences for exactly this subsequence. (A caller may follow the same subsequence multiple times during a single session.)
% Occurrences	The number of occurrences as percentage to the total number of occurrences in the report result.

 

·         Prompts: The user is prompted on service and the reporting period.

 

Top 20 Callers

Report layout

 

Business description

Use this report to identify the 20 most active callers and to find out the highest number of sessions.

The table shows the top 20 callers ranked by the number of sessions for the month selected by the user. In addition to the number of sessions the table shows the date of the first session from this caller as well as the date of the last session, and the minimum, average and maximum session duration. This report will only show sessions from known callers.

Callers with the same number of sessions will have the same rank.

 

Report details

·          Grid

Column	Description
Rank	Ranking of Top 20 callers.
ANI	The callers´ ANIs.
# Sessions	The number of sessions by caller for the selected service and reporting period.
First Session	Date of the first session within the reporting period.
Last Session	Date of the last session within the reporting period.
Min Duration (sec.)	Minimal session duration in seconds of the caller’s sessions.
Max Duration (sec.)	Maximum session duration in seconds of the caller’s sessions.
Avg Duration (sec.)	Average session duration in seconds of the caller’s sessions.

 

·         Prompts: The user is prompted on service and the reporting period.