Posts Tagged ‘Analyzer’

VoiceObjects 12 adds revolutionary Nuvelld Queue

Sunday, April 1st, 2012

When Gustav Nuvelld, the reclusive Swedish mathematician of the early twentieth century, published his singular masterpiece “On the parameterization of collapsible Hilbert spaces” in 1912, few of his colleagues took any note. When he died just a few months later in a boat accident the details of which could never be fully explained, nobody cared; his body was never found.
Only years later, with the works of celebrated physicists like Schrödinger, Planck, and Dirac would it become apparent in hindsight how far ahead of his contemporaries Nuvelld had really been. Einstein himself was quoted as saying that “If Nuvelld had lived to see quantum mechanics, we would be a lot closer to a Grand Unified Theory!”

Explaining his profound work in layman’s terms is almost impossible, yet the most important practical application of these penetrating insights is the counter-intuitive ability to almost arbitrarily speed up waiting in line – similar in nature to the famous befuddling Banach-Tarski paradox.

Now, a hundred years after its inventor’s death, Voxeo celebrates Nuvelld’s legacy by introducing the Nuvelld Queue to VoiceObjects 12. It represents a stunning breakthrough in performance for the Infostore usage data repository and is, to the best of our knowledge, the first product implementation using Nuvelld’s principles. It comes after years of internal research and countless prototypes tested, tuned, and polished by our best engineers.

Simply stated, the Nuvelld Queue gives you virtually unlimited scalability at constant performance and throughput. Whether you run 30 ports or 30,000 – with the Nuvelld Queue, Infostore data flows in a swift steady stream. Real-time data collection becomes feasible where formerly nightly dumps dominated.

This is great news for our many major enterprise customers who run ever-increasing amounts of traffic from voice, text and web channels on our systems and rely on rapid, integrated reporting. But even if your present needs are not yet as ambitious, you can still benefit.

Interested in drinking from the fire hose? VoiceObjects 12 will be made available to select customers and partners in a pre-release version soon. Let us know if you want in on the action! To secure your place, or for questions and comments, reach out to me on Twitter at @voxeostefan!

Voxeo U Special Offer in April: Pay one VO course – get two!

Tuesday, March 8th, 2011


it is springtime! Good time to visit Cologne. Here is our special offer for VoiceObjects training in our German Training Center:

Take both classes

  • VoiceObjects Installation and Administration: April 4-5
  • Infostore and VoiceObjects Analyzer: April 6-7
  • back-to-back in April, and one class will be free. Or take just one class but with two or more people, and one seat will be free.

    See you in Cologne, your

    Voxeo University team

    BusinessObjects – Special Hint to “Connection Overload”

    Wednesday, March 2nd, 2011

    Did you ever want to point users of your BusinessObjects environment to different data sources (e.g because they belong to different subsidiaries, etc.) ?
    As you might know a BusinessObjects universe can only belong to a single data source connection. So how could you achieve that the connection changes depending on a user login?

    The answer is to use a feature called “Connection Overload” that is somewhat hidden within BusinessObjects. This blog post describes how this feature perfectly fits together with a multi-tenant setup of VoiceObjects.

    Lets imagine for a moment that you have a VoiceObjects multi-tenant setup with two custom sites, representing subsidiaries in the USA and Germany. As their deployments are separated within VoiceObjects based on their sites, you also want to make sure that the reporting is filtered that way. In addition to the two sites and their users you have administrators who are responsible for maintaing and operating the entire VoiceObjects installation, so they should also get a combined view in the reporting.

    At first you would have to create the VIEW layer (remember that the Business Intelligence tool always is pointed at the VIEW layer of Infostore, not at the TABLEs) for all three groups:
    1) Create three database logins, each having the proper rights to access the Infostore tables that are filled with data by VoiceObjects Server and to create VIEWs.
    2) Login as the first DB user and execute the LDVWCreate_EN.sql script that is delivered with VoiceObjects. This will create the unfiltered VIEW layer for the administrators.
    3) Login as the second DB user and run the same script but with an additional WHERE condition that filters out all data not belonging to the US subsidiary
    4) Log in as the third DB user and run the same script this time with the site filter for the German subsidiary
    NOTE: Example scripts for the steps 2-4 for SQL Server & VoiceObjects 10.0 can be downloaded here.
    5) Use a DB query tool to verify that all three VIEW layers were created and that they contain the right data, e.g. run the following small sql statement:
    It should return, depending on the DB user you run it with, either entries for all three sites (System, USA and Germany) or just USA or just Germany.

    Next you would need to create three corresponding ODBC connections (VIEW_Infostore_All, VIEW_Infostore_USA and VIEW_Infostore_GER) on the server machine running BusinessObjects as well as three connections (Infostore_All, Infostore_USA and Infostore_GER) within BusinessObjects Designer using the previously created ODBC connections.

    Now you need to create two additional BusinessObjects users, by using the BusinessObjects Central Management Console, one for the US and one for the German subsidiary (the standard admin user will be used to access the unfiltered data).
    After that switch back again to BusinessObjects Designer and create two access restrictions (Tools -> Manage security… -> Manage Access Restrictions). In the pop-up windows select “New” at the bottom of the left pane. Then define the access restriction by setting a name (e.g. USA_repository) and selecting the connection that corresponds to the US subsidiary. Next create a similar 2nd access restriction for the German subsidiary.
    Once both access restrictions have been created you need add the newly created users by clicking on “Add user or group” on the bottom of the right pane and then map those to the users you just created by using the “Apply” button in the middle of the “Manage Access Restrictions” window. Map the access restriction for US to the US user and do the same for the German one as well. Click OK to save your changes afterwards.

    Back on the Designer screen, select “File” -> “Parameters” and select the Infostore_All connection and confirm by clicking “OK”.
    Then save and export the universe.

    Next we need to set the proper rights to the newly created users, so that they can access the universe and the reports.
    In order to do that do the following:
    1) Login as admin to the Central Management Console
    2) Define “VIEW-On-Demand” rights for all Connections to all users, additionally “Full Control” rights are needed on the connection the user belongs to
    3) Define “Full Control” rights for both users on the folders, categories and universes belonging to VoiceObjects Analyzer.
    If you have any problems with the right assignments please contact your BO administrator or refer to the corresponding BO documentation.

    Finally, log in as administrator, US_subsidiary and GER_subsidiary and run a report to verify that you do get the expected results. A good example would be “Service Analysis” from “Application Development and Tuning”. The report should either show you all services or just those services belonging to your subsidiary (= site), depending on which user you used to run the report.

    Hopefully you enjoyed reading and following the steps through this blog post, next time we will show you how you can create “rolling” filters (e.g. for the last 7 days) in MicroStrategy and how these can be used for scheduling a report.

    Best Practices Jam Session on Reporting and Analytics

    Tuesday, September 7th, 2010

    In the upcoming jam session, Andreas Volmer and Martin Mauelshagen will talk about ”Voxeo VoiceObjects – Reporting and Analytics Best Practices”.

    With (voice or multi-channel) applications created in VoiceObjects, comprehensive reporting and analytics comes out-of-the-box: VoiceObjects Analyzer reports help you understand how callers use the application, where they struggle, and what the task completion rates are. In order to make best use of this highly integrated platform, call flow developers should be aware of how their implementation design decisions influence reporting.

    In this webinar, we will create simple call flows using Module, Menu, Input, Layer, and Business Task objects, make test calls, and show the results in VoiceObjects Analyzer standard reports. Our aim is to show how the value of reporting can be maximized by making proper design decisions.

    We will try to make this webinar useful both for absolute beginners and for VoiceObjects veteran developers!


    September 29,02010
    8:00 AM Western, 11:00 AM Eastern, 5:00 PM Central European
    Andreas Volmer, Presales Manager EMEA
    Martin Mauelshagen, Business Intelligence Engineer

    Looking forward to welcome you in this session.

    Reports at your fingertips

    Sunday, April 25th, 2010

    VoiceObjects has one of the strongest phone self-service reporting and analytics offerings in the market today. VoiceObjects Analyzer provides insight into application usage and system performance for developers, administrators, and business staff like no other. Full access to the rich features of this product requires a Business Intelligence platform underneath, such as Business Objects, Cognos, or MicroStrategy. But did you know that VoiceObjects 9.1 introduced a variety of reports available at your fingertips, right within your favorite GUI Desktop for Eclipse, with no further software or installation required?

    If you’re using 9.1 already, you have insanely easy access to reports probably without even knowing it; reports that help you run a session analysis for your server cluster or a single instance, inspect memory usage over a configurable period of time, or even analyze business task completion rates for the service you’ve launched the other day.

    Let me show you how it all works. Whether you use Desktop for Eclipse in standalone mode (which is what you get with the “Developer Edition”), or access a full VoiceObjects Server in network mode, you can utilize the so-called Control Center Reports either way. As the name implies, the Control Center is where this neat little feature hides. If you run in standalone mode, you may want to check out this post about how to setup a Control Center view of your embedded VoiceObjects Server before proceeding.

    Reports are available for three different areas:

    1. entire server cluster
    2. single server instance
    3. single service

    To access the reports for the entire server cluster (the “logical server”), switch to the Server Manager tab of the Control Center view, right-click on the item preceded by “S: “ (which is your logical server representing the cluster, called “VOServer” by default), and click Reports. From the submenu, you can now select a report from the available list:

    How to Access Control Center Reports

    Once selected, the view switches to the Report Chart tab, where you now see your report:

    Sessions By Service

    Change the time frame as desired and hit the Refresh button to update the report. You can even export a PDF version of your report to share it with others! (Notice the little Disk icon in the upper right corner…)

    Accessing the reports for a single instance works pretty much the same way: right-click on the server instance (denoted with an “I: “) of your choice and select the desired report from the Reports submenu.

    Memory Usage

    Service reports can be accessed likewise: switch to the Service Manager tab, right-click on the service of your choice and select the desired report. For example, check out the following report on business task completion rates, telling you how successful your callers are using your service:

    Business Task Completion Rates

    Note: If you can’t see the entry Reports in your menus, then you have turned off System DB Logging for your server, instance, or service. System DB Logging must be switched on in order to be able to access the reports. If it’s switched off but had been switched on before and you still want to see reports on that historical data, you can switch it on temporarily through the transient setting available in the DB Logging submenu of your server or service.

    So there you go: reports at your fingertips, without the need to install a full Business Intelligence suite. However, keep in mind that VoiceObjects Analyzer provides a whole lot more reports, plus analysis features such as drilling, slicing&dicing, and more. The Control Center Reports do not replace the Analyzer, but provide valuable insight mainly for administrational staff right within your favorite IDE.

    Alright, I’m outta here. I have to fix this module “Enter New Credit Card” in my application. The task completion rate is way too low as I just realized…

    MicroStrategy – New Training offering

    Thursday, March 4th, 2010

    MicroStrategy is now offering an new 5-day training course in Germany. The main goal of this course is allowing course participants bringing in their own data models, which will then be used as the basis for creating a MicroStrategy metadata layer on top of them as well as for developing corresponding reports.  At the end of the course all created reports and the metadata modell are delivered to the attendees together with a version of the free reporting suite of MicroStrategy.

    More details can be found at:

    The future looks colorful

    Wednesday, August 26th, 2009

    Now that Revision 1 of VoiceObjects 9.0 is available and Prophecy 10 can be previewed, it is time to look toward the bright future again.

    VoiceObjects has always offered the Control Center, which gives you an up-to-the-minute view of what’s going on in your deployment and lets you take action. The information available in the Control Center covers e.g. current call volumes as well as general status information on Infostore etc. You can activate application changes, deploy and undeploy services, take server instances down for maintenance, and more.

    Coming up during the remainder of this year, you will also be able to access deployment-related reports directly from within the Desktop for Eclipse Control Center:


    If you’re familiar with the VoiceObjects architecture you will know that we use a Server-Instance-Service paradigm: Applications are deployed as services onto logical servers, which in turn can be run on multiple instances in a cluster to facilitate load balancing and failover.
    Reports will be available on all three of these levels, covering e.g. the number of sessions over time for various ranges.


    Similarly it will be possible to check e.g.  on load distribution within a cluster to make sure that each instance carries its fair share.


    Or to dig into call durations for individual services to see how callers fare.


    There will even be direct access to Business Task information, so you can see right from the Control Center not just whether an application is up and running, but whether it actually does its job of giving callers what they want.


    Sounds good? Then wait until you hear what else is in store :-)

    To learn more, contact us, follow us on Twitter – or visit us in New York at SpeechTEK 2009. We’re in booth 800 and look forward to meeting you!

    VoiceObjects Analyzer for MicroStrategy 9 – Free Edition

    Monday, July 20th, 2009

    A few weeks ago you have learned how to enable Infostore on your Developer Edition. Once the connection to Infostore has been established, detailed information about the calls to your application are beeing logged to the Infostore repository.  By the way if you want to learn how you can fill your new Infostore repository faster than by manually making calls, join us for our next Developer Jam Session taking place on July 29 at 11am Eastern to learn about LoadTester. Registration is open now.

    With VoiceObjects Analyzer for MicroStrategy 9 now available for download from the VoiceObjects Developer Portal (for the free Developer Edition) as well as from the VoiceObjects Service Portal (for existing customers), and the parallel offering of the free available MicroStrategy 9 Reporting Suite you can now complete your package of free solutions to get all the possibilities to create and call applications with Voxeo VoiceObjects  Developer Editon, and to analyze the callers’ behavior by running one of the 50 standard reports that are part of VoiceObjects Analyzer for MicroStrategy 9.

    A detailed description on how to download, install and configure MicroStrategy 9 and VoiceObjects Analyzer is available here. Follow the descibed steps and come back to this post once MicroStrategy 9 is running properly and VoiceObjects Analyzer for MicroStrategy has been imported successfully.

    In the following we will briefly describe how you can run one of the standard reports delivered with VoiceObjects Analyzer in MicroStrategy 9. Keep in mind that running a meaningful report requires to have at least some useful data in your Infostore repository. By the way, we are planning to extend our free offering by adding a package of Infostore demo data. Stay tuned for more details within the next couple of weeks!

    1. Open MicroStrategy Desktop (typically available from the start menu “Start” -> “All programs” -> “MicroStrategy” -> “Desktop”).
    2. Provide the login details as defined in the Intelligence Server configuration (default is Administrator and empty password).
    3. Open the Project Source “VoiceObjects Analyzer” (or any other name you have defined in the Project Source creation process).
    4. Open the project “VoiceObjects Analyzer v9 R1″.MicroDesktop
    5. The standard reports can be found in the folder “Reports” below “Public Objects”. They are distributed in three categories “Administration and Maintenance”, “Application Development and Tuning” and “Business and Caller Analysis”. Refer to the Analyzer Guide for detailed information on the different reports.
    6. As an example open the report “Number of Sessions by Day” from the category “Administration and Maintenance”.
    7. In the upcoming prompts select the service and pick at least the year on which the report should be run. Click  “Finish” to start the report. You should get a report looking similar to the following example:
    8. Now you can enjoy exploring the variety of available reports.

    As always, if you have any problems, questions, or suggestions do not hesitate to contact our Extreme Support.

    How to Setup MicroStrategy 9 with VoiceObjects Analyzer

    Monday, July 20th, 2009

    The following text describes how to download, install and configure MicroStrategy and VoiceObjects Analyzer for MicroStrategy to properly work together.
    Before we begin with the installation process itself you should take a moment and step through the prerequisites, so that everything needed is available for the setup.

    Prerequisites & System Requirements:

    • VoiceObjects Analyzer for MicroStrategy 9 (download from the Developer Portal)
    • MicroStrategy 9 free reporting software (download from MicroStrategy – ~ 1,8 GB!)
      NOTE: Registration is required before you can download MicroStrategy 9.
      Once registered you will receive an email with a license key that must be entered during the installation process.
    • A Infostore repository with at least some logging data in it
    • Microsoft Office 2002 or higher
    • Acrobat Reader version 7 or higher
    • Adobe Flash Player version 9.0

    Once you have completed collecting all the material we can start with the installation process.


    1. Double-click the file MICROSTRATEGY9.exe to start the installation.
    2. Enter the license key you received from MicroStrategy.
    3. Follow the instructions and keep all default settings.
    4. Send activation request.
    5. Restart your computer.

    After the installation you now need to activate and configure MicroStrategy properly.

    Activation & Configuration

    First open the “License Manager” from the start menu and switch to the tab “License Administration”. Click “Next” and select the option “Server Activation using Activation Code”. Now paste in the activation code you have received by email after you sent the activation request during the installation process of MicroStrategy.

    License Manager

    Click “Next” to finish the activation process.

    Secondly you need to configure MicroStrategy to import the VoiceObjects Analyzer package and connect to your Infostore repository. If after restarting your machine the “Configuration Wizard” of MicroStrategy has not started automatically, you need to go to the start menu and open it manually. The “Configuration Wizard” is used to:

    • generate or update the metadata tables of MicroStrategy (as the downloaded package is already updated to MicroStrategy 9, this option can be skipped);
    • configure the MicroStrategy Intelligence Server;
    • create the connection to the project sources, which will be VoiceObjects Analyzer for MicroStrategy in our case.

    Configuration Wizard Overview

    1. Select the option “MicroStrategy Intelligence Server”. Click “Next” to continue.Configuration Wizard IntelligenceServer
    2. On this screen the DSN (Data Source name) must be selected that represents the connection to the MicroStrategy metadata tables. Click “New” to define a new DSN.
    3. On the upcoming screen click “Next” to continue.Configuration Wizard IV
    4. Next, the appropriate driver for the DSN must be selected. Select “Other Relational Databases”. Click “Next” to continue.
      Configuration Wizard V
    5. Select the appropriate Microsoft Access driver, e.g.  “Microsoft Access Driver” if you have the English version of Microsoft Access installed. Click “Next” to continue.Configuration Wizard VI
    6. Define a name and description for the new DSN and click  “Select”. In the upcoming file dialog browse for the downloaded VoiceObjects Analyzer for MicroStrategy file (VoiceObjectsAnalyzer_forMicroStrategy_90.mdb) and click  “OK”.
    7. Click “OK” again to finally create this DSN.
    8. Back in the DSN screen you will find this new DSN selected. Click “Next” to continue.Configuration Wizard IntelligenceServerII
    9. If not already provided as default values use Administrator as user name and leave the password field empty. Click “Next” to continue.ConfigurationWizard IntelligenceServerIII
    10. Define a name for the new Intelligence Server, e.g. MicroStrategy. Click “Next” to continue.ConfigurationWizard IntelligenceServerIV
    11. Select the checkboxes “VoiceObjects Analyzer v9 R1″ in order to load the package on start-up and “Start Intelligence Server when finished” to start the Intelligence Server automatically after the configuration process. Click “Next” to continue.
    12. If a warning message pops up complaining about a missing DSN, this can be ignored. The missing DSN will be defined later in the configuration process.Server Summary
    13. Check the summary. Click “Finish” to finally start the configuration of the MicroStrategy Intelligence Server.
    14. After a successful configuration click “Close” to return to the Overview page of the Configuration Wizard.ConfigurationWizard Project
    15. Back on the Overview page select the option “Project Sources”. Click “Next” to continue.ConfigurationWizard Project II
    16. Define a name for the project source, e.g. VoiceObjects Analyzer, and select the option “MicroStrategy Intelligence Server (3 Tier)”. Click “Next” to continue.ConfigurationWizard Project III
    17. Select the machine on which your MicroStrategy Intelligence Server is running and provide the corresponding port number, if you have changed the default port. Click “Next” to continue.ConfigurationWizard Project IV
    18. Keep the default selection “Use login id and password entered by the user (standard authentication)”. Click “Next” to continue.ConfigurationWizard Project V
    19. Check the summary. Click “Finish” to finally start the creation of the new Project Source.
    20. After a successful configuration click “Close” to return to the Overview page of the Configuration Wizard.ConfigurationWizard Overview II
    21. Click “Exit” to close the Configuration Wizard.

    Configure DSN to Infostore repository

    As mentioned during the configuration of the MicroStrategy Intelligence Server, a DSN to the existing Infostore repository is needed. The VoiceObjects Analyzer for MicroStrategy package requires a DSN named Infostore_WH. Follow the steps described below in order to create this DSN.
    NOTE: Depending on your Windows operating system, the steps might slightly differ from the description!

    1. Open the “Data Sources (ODBC)” window (Start -> Control Panel -> Administrative Tools -> Data Sources (ODBC)).
    2. Select the tab “System DSN”.
    3. Click “Add” to create a new DSN
      NOTE: If no DSN´s are listed here (althoug one has already been created in the Intelligence Server configuration), this might indicate that you are running MicroStrategy 9 (32 bit software) on a 64 bit operating system. In this case you need to open the “ODBC Data Source Administrator” manually by starting the application [Windows]/SysWOW64/odbcad32.exe.
    4. Select the driver that corresponds to your RDBMS containing the Infostore repository. Click “Finish” to continue.
    5. CAUTION: Take care to use the name Infostore_WH for the new DSN, as otherwise the VoiceObjects Analyzer project cannot be connected to the data in your Infostore repository.
    6. Follow the steps depending on the selected driver to properly define the connection to your Infostore repository.

    Test of MicroStrategy Configuration

    Once the DSN to the Infostore repository has been created successfully, you can test your setup by doing the following:

    1. Open the MicroStrategy Desktop (Start -> All Programs -> MicroStrategy -> Desktop -> Desktop).
    2. Provide the login details as defined in the Intelligence Server configuration (default is Administrator and empty password).
    3. Open the Project Source “VoiceObjects Analyzer” (or any other name you have defined in the Project Source creation process).
    4. Open the project “VoiceObjects Analyzer v9 R1″.
    5. Expand the folder “Data Explorer” -> “Application” -> “Site” and check if an entry “System” will be offered. If this is the case the connection to the Infostore repository is working.DesktopTest

    Inside Infostore – Part II: Modules and Paths

    Wednesday, July 8th, 2009

    Back in April, in the first installment of our Inside Infostore series, we looked at the general structure of the Infostore repository for real-time caller behavior analysis and answered a number of interesting questions on the basis of the Call Detail Record table VOLDDLGSTS alone. This time, we’ll take a look at Module information available within Infostore. It provides valuable insight into how callers use your application – which parts they visit, which parts they skip, and exactly how they get to where they end up.

    Module objects in the Voxeo VoiceObjects framework provide a “wrapper” for applications or sub-applications within a bigger one such as a self-service portal. The Prime Insurance sample provides a good model, as shown in its main menu:


     A separate Module object encapsulates each of the five branches, as well as the overall application. Each Module defines inheritable event handling, navigation using hyperlinks, and additional application settings.
    More information on the Module object can be found within the Object Reference. Best practices in structuring your application using Modules are discussed in the Design Guide. Both are highly recommended additional reading.

    Module Tables
    Module information is stored within Infostore in five different tables: VOLDMODULE, VOLDMODSEQ, VOLDMODSET, VOLDRELMSQ, and VOLDSUBSEQ. Other tables, such as VOLDDLGSTS, refer to them through surrogate IDs.

    VOLDMODULE contains general lookup information on each Module object such as its name, modification timestamps, and key settings.
    Data in this table is updated with each deployment or redeployment. In addition to the “real” Module objects, the table also contains an entry for “[End of Dialog]“, which is used to indicate the end of the dialog (as you may have guessed).

    VOLDMODSEQ contains an entry for each sequence of Module objects that has been traversed within a call. So e.g. when somebody calls the Prime Insurance application shown above, selects the car insurance branch from the main menu, and then afterwards also inquires about life insurance, there would be an entry “Prime Insurance Portal,Car Insurance,Life Insurance”.
    Data is entered into this table as necessary whenever a new sequence is observed in a call.

    VOLDMODSET is similar in that it contains one entry for each set of Module objects that has been visited within a call. Multiple sequences may lead to the same set, and each sequence entry in VOLDMODSEQ contains a pointer to the respective set entry in VOLDMODSET. The set entry is sorted alphabetically, so for the same call example as above the set entry would be “Car Insurance,LifeInsurance,Prime Insurance Portal”.
    Data is entered into this table as necessary whenever a new set is observed in a call. Since the sequence entry references the corresponding set entry, the set entry is made first.

    VOLDRELMSQ maps individual Module objects to module sequences and the positions at which they occur within these sequences. In the example there would be three separate entries mapping Module “Prime Insurance Portal” to the first position in the sequence, “Car Insurance” to the second position, and “Life Insurance” to the third.
    Data is entered into this table as necessary whenever a new sequence is observed in a call.

    Finally, VOLDSUBSEQ contains a break-down of Module sequences into their constituent sub-sequences. This information is needed for reports such as the dominant path analysis referred to below. In our example this will result in the following six sub-sequences including the end marker  ”[End of Dialog]” mentioned above:

    • Prime Insurance Portal,Car Insurance,Life Insurance,[End of Dialog]
    • Prime Insurance Portal,Car Insurance,Life Insurance
    • Prime Insurance Portal,Car Insurance
    • Car Insurance,Life Insurance,[End of Dialog]
    • Car Insurance,Life Insurance
    • Life Insurance,[End of Dialog]

    Data is entered into this table as necessary whenever a new sequence is observed in a call.

    Taken together, these five tables can be utilized to gain insight into how callers navigate through your applications. The next two sections explore a number of sample questions. 

    Basic Orientation
    As in part I, the SQL statements shown below have been tested using Microsoft SQL Server. They are meant to be indicative of specific types of information and are formulated for readability rather than performance. Entries in all tables mentioned here belong to specific services identified by a unique ID, the VSC_SID. In all of the samples we assume this SID to be known and fixed. It can be retrieved like this:

    select vsc_sid from voldvscobj where vsc_refid=’<VSN of service>’ and is_current=1

    Finally, the SQL statements used here operate on the “raw” Infostore tables. For Analyzer, there is an additional view layer that adjusts localization and performs a few mappings that usually aren’t relevant here.

    With these preliminaries out of the way, here are a few high-level questions that can be answered easily on the basis of the Module set and sequence entries as well as the references in the VOLDDLGSTS table we looked at before:

    • How many different sets / sequences do callers visit?
      Obviously this is about the simplest question you can ask regarding sets and sequences, but it does already give you a high-level idea of how callers utilize an application.
      select count(*) from voldmodset where vsc_sid=SID
      select count(*) from voldmodseq where vsc_sid=SID
    • What is the ratio between sets and sequences?
      This ratio is a rough measure of variability between different calls (and callers). When it is close to 1, callers visit the same places in roughly the same way. When it is significantly bigger than 1, different calls visit the same places in significantly different ways. Keep in mind, however, that this value depends on application design at least as much as it depends on caller choices.
      select (select count(*) from voldmodseq where vsc_sid=SID) / (select count(*) from voldmodset where vsc_sid=SID)
    • Which percentage of calls visits a certain sub-application?
      Different choices within a self-service portal will attract callers to differing extents. In our example we want to know the percentage of calls that visit the “Life Insurance” branch of the Prime Insurance Portal.
      select 100.0*count(*)/(select count(*) from volddlgsts where vsc_sid=SID) from volddlgsts where mod_set_sid in (select mod_set_sid from voldmodset where mod_set_name like ‘%Life Insurance%’) and vsc_sid=SID
    • How often does each Module object occur in sequences?
      Module sequences will contain individual Module objects in different numbers, which is indicative of their respective importance in call flows.
      select count(*) as cnt, m.mod_name from voldrelmsq r inner join voldmodule m on (r.mod_sid = m.mod_sid and m.mod_sid>0 and r.vsc_sid=SID) group by m.mod_name order by cnt desc
    • What is the most / least visited sub-application within my application portal?
      If your application is e.g. a banking self-service portal offering sub-applications such as balance checking, making transfers, and brokerage transactions, then you will want to know if 90% of your callers really only want to check their account balance at the end of the month. Note that while this question is similar to the preceding one, here we’re dealing with numbers of actual calls as opposed to just occurrences of Module objects in sequences.
      select m.mod_name, count(dlg_id) as callCount from voldmodule m inner join ((select distinct mod_seq_sid, mod_sid from voldrelmsq) as r inner join volddlgsts as s on r.mod_seq_sid = s.mod_seq_sid and vsc_sid=SID) on r.mod_sid = m.mod_sid and m.vsc_sid=SID group by m.mod_name order by callCount desc
    • What is the average time spent in each Module visited?
      This simple query does, of course, only give you a very rough global estimate – but it can give a hint on whether the “size” of your Modules is reasonable. If the average time spent in a Module is in the order of minutes, you may want to add more structure to your application by adding Module objects in strategic places to obtain a better resolution.
      select avg(dlg_call_dur_ms/(1000.0*no_modules)) from volddlgsts where no_modules>0 and vsc_sid=SID
    • Which Module scopes do callers typically hang up in?
      Knowing where in the application callers hang up can validate (or invalidate) assumptions about caller behavior.
      select count(d.dlg_id) as cnt, m.mod_name as modname from volddlgsts d, voldmodule m where m.mod_sid=d.last_module_sid and d.dlg_exit_type_id=16 and d.last_module_sid>-1 and d.vsc_sid=SID group by m.mod_name order by cnt desc

    VoiceObjects Analyzer contains a Dominant Path Analysis report that shows in significant detail how callers navigate through your application, and which choices they predominantly make whenever there is a fork in the road. 



    While this report is too complex to replicate fully in manual SQL, we can answer a number of related questions here:

    • Which paths have callers taken to get from one Module to another?
      Different paths can lead to the same destination, and to optimize the flow of an application it is very relevant to look at the various paths callers take to get from one place to another. In our example we want to find all the different paths that lead from the Module object with Reference ID “LifeInsurance” to the one with Reference ID “CarInsurance”.
      select distinct mod_seq_refid as paths from voldsubseq where mod_start_sid=(select mod_sid from voldmodule where mod_refid=’LifeInsurance’ and vsc_sid=SID) and mod_end_sid=(select mod_sid from voldmodule where mod_refid=’CarInsurance’ and vsc_sid=SID) and vsc_sid=SID
    •  Which Modules are often visited together?
      As a mirror to the first question, it is also of interest to see which Modules are often visited alongside a given Module. In terms of online shopping, this is a bit like saying “customers who bought this item also liked these other products”.
      select m1.mod_name as name1, m2.mod_name as name2 from voldmodule m1, voldmodule m2 where m1.mod_sid<m2.mod_sid and m1.mod_sid>0 and m2.mod_sid>0 and m1.vsc_sid=SID and m2.vsc_sid=SID and exists (select * from (select * from voldrelmsq where mod_sid=m1.mod_sid and vsc_sid=SID) as rel1 inner join (select * from voldrelmsq where mod_sid=m2.mod_sid and vsc_sid=SID) as rel2 on rel1.mod_seq_sid = rel2.mod_seq_sid)

    • Which Modules occur as immediate predecessors of a given Module object in sequences?
      Expectations about how to use a certain sub-application are driven by the other places the caller has previously been to during the call. Therefore it is relevant to look at the predecessor Module object. In our example, we want to find out which places callers come from just before they enter the “Car Insurance” sub-application within Prime Insurance.
      select distinct mod_start_name as predecessor from voldsubseq where mod_end_sid=(select mod_sid from voldmodule where mod_name=’Car Insurance’ and vsc_sid=SID) and mod_subseq_count=0 and vsc_sid=SID

    And with this, we’ve reached the end of our path for today.
    In the next installment we’ll dig one level deeper and look at the detailed information that is written for each caller interaction in the input state table VOLDDSSEQ. In the meantime, we’d love to get your feedback. Just leave a comment below!