Calls

example-calls.png

This widget shows the number of active callers currently in the system. The scale to the left of the active call counter shows the peak number of active callers for the time period selected.

As the scale approaches the peak number of active calls, it will change from green to yellow.  Once the peak has been exceeded, the color turns to red.  A new high peak is established once that call has disconnected. 

Please keep in mind that this time period is "Last 24 Hours" and not "Today, " which starts counting at Midnight.

NEW HIGH PEAK example: The Active Caller peak is 13 for Last 24 Hours. Active call number 50 appears at 9am in the system and the scale turns red. Once call number 14 has left the application (hang up, transfer) the peak value is updated to 14.

NEW PEAK (Lowering the Peak):  There may come a time where the active caller quantity will need to lower.  Using the example above, 14 active callers were in the system at 9:00am the previous day.  Even though there have not been more than 13 callers since that moment 24 hours ago, the peak will not recalculate until the hour has completed; at 10:00am, the new (lower) peak will be set at 13. 

Timeline

This widget shows the active callers in the system by 5-minute intervals for the time period selected. A vertical line is drawn noting the current time. 

The time period options are:

Today: A 24 hour period starting at Midnight and ending at 11:59pm

Today vs Yesterday: A view showing the active callers in 5-minute increments for yesterday as compared to today.

Today vs. Last ____day: A view to show the calls for today and the calls for the same day of the week from the previous week.

Below the chart, the timeline narrative will highlight peak calls and lowest active callers for the time period selected.  This narrative updates at the end of a complete hour.  All narratives are based on the application time zone. 

Callers

This widget shows current callers and repeat callers.

The Active tab will show the current callers in the system by ANI with the most recent call being at the top.

A repeat caller is an active phone call received from an ANI more than once within a number of hours as determined by the user.

The threshold for repeat callers is set by selecting the configuration gear and sliding the button to the level appropriate for the application.

Engagement

This widget provides real-time updates for three main averages for the active callers in the system and provides an indication as to how the current callers are tracking as compared to the average for callers in the selected time period.

Avg. Time - average time current callers have been in the application. (1 minute, 28 seconds, which exceeds 56 seconds for all callers for this application for today.) 

Avg. Depth - Average number of dialog states that have transitioned. (The current callers are 6 steps into the application which is slightly higher than the 5 dialog states for all calls completed so far today).

Avg. Errors - Average number of no match/no input events experienced (The average number of errors for the current active callers is .7, which matches the average number of error experienced by callers so far today.) 

The averages below the indicator bar are determined based on calls completed for the time period selected. The colored bars above each average will change to red as you approach the current average.

Click on any one of the three averages to see a detailed breakdown of the current callers for the average shown. In our sample image, we have selected Avg. Time and provided a breakdown of the 18 active callers in the system.

Notifications

This widget will display alerts and warnings based on thresholds set for active concurrent callers.

Clicking on the gear icon will flip the widget to display the settings.

You'll see a pale yellow and a pale red box and each has its own ON/OFF toggle button. 

The pale yellow box contains the maximum warning threshold. You may update this field (maximum 4 digits). When the toggle is set to "ON" and the concurrent call volume exceeds the number in the box, the warning message will display in the original view of the widget.  

The pale red box is for Alerts. Alerts appear in the widget and also trigger an e-mail notification to the address in the My Profile section of the CUE dashboard.

New Alerts and Warnings appear at the top of the widgets. The color will fade as notifications age. The maximum number of notifications in the widget is 100.  After 100 notifications are exceeded, the system will start deleting the oldest. 

Call Volume

Call Volume plots total number of calls for a specific time period. This widget also provides the option to select a custom date range.  

Depending on the date range chosen the units of measurement will change.

Time periods of one day, including comparisons with “Today” - the reference line is in hours of the day.

For all time periods beyond one day - the reference line changes to dates (month/day).

This widget updates at the completion of an hour.

Recognitions

This widget displays the number of times callers traversed each dialog state (Visits) and the percentage of responses that were In Grammar, No Match and No Inputs. Click on a percentage number (%) to view raw counts. 

If there is a number greater than zero in the "In Grammar" column for a given Dialog State name, click on a dialog state name to drill down into the Interpretations level.  This is where CUE shows what the recognitions engine understood the response to be. Click in the gray box with the dialog state name to return to the initial view. This widget will update after a call has ended. 

3 instances when Interpretations are not available

1. The developer has blocked the details from the interpretation because it may be sensitive. Many times you’ll see XXXX or ? in the interpretation level because the details of the interpretation is intentionally being redacted from posting to the database. We do this for things like SSN and credit card numbers.

2. The developer has not coded the app to send interpretation details to CUE. This is to be expected in some cases as this is a new feature. We’re reviewing all applications and in many cases, we’ve already started to work with your account teams to schedule in an update to correct this problem. In the instance, you’ll see a “?” or a message saying there are no interpretations for this dialog state.

3. The grammar is too large, meaning it has more than 200 possible unique interpretations, we will stop aggregating individual responses at the 201st unique interpretation. An example of this is a grammar for Payment Amount. In cases where the caller may enter in any amount, this can get out of hand. While we are still saving each individual interpretation in the database, for the purpose of aggregation and tracking customer behavior, we weren’t sure how beneficial it would be to know that one caller said $31.84 and another said “$31.85”

Instead, we still provide the percentage breakdown between In Grammar (They said $31.84 and we recognized it), No Match (They said “thirty-oneFido stop chasing the cat!” and we weren’t sure what to interpret.) and No Input (Silence detected on the line)

Call Outcomes

Outcomes are defined in the application and aggregate in this widget upon the completion of a call. Sometimes it's necessary to compare the same outcome over two different time periods at the same time, which is why we offer the option to duplicate or add a second Call Outcomes widget.

There are two views, Total % and Over Time. The Over Time view allows for up to three outcomes to be graphed. Click on the plus to add another outcome. Click on an outcome name to remove it. The background color of the outcome name determines the plot color on the graph.  Call Outcomes with no activity for a time period will not appear in the graph. 

The Total % View is designed to summarize and tabulated call outcomes for a given time period.

The benefits of being able to duplicate the Call Outcomes widget:
1. will allow you to simultaneously view two different time periods on the same screen.
2. will let you compare the percentage difference of each outcome between time periods. When in Duplication Mode, the Call Outcomes widgets will have an additional column for comparing percentage difference between the two time periods.
3. will allow you to view the impact of app changes affecting outcomes in fewer steps. 
 
A quick screen shot and you're ready to insert the results into an email and share with the team. 
 

 

Hang ups

Hang Ups summarize the total number of hangups in the application for the time period selected, what percentage of the total calls were hangups and how many of the hang ups were "short calls" as determined by the threshold set by the user (gear icon). 

Below the time period selection displays the dialog state callers were in when the call ended via hangup.

No Match will increment when the caller speaks something that the recognition engine does not have in grammar.

No Input will increment when the caller speech is not detected.

Events

The Events widget is where you will find custom events and metrics that were identified by your team (designers, managers, developers) as important to track in CUE. An event is counted as the number of times that event occurred, so based on how your application was instrumented, it is possible that an event could occur more than once in a call. 

Examples of custom events may include:

Webservice Failures

Release numbers  - very useful for A/B testing

Task Start and End 

We have had clients choose to track new features and count if customers said "Yes" to the new menu offer.

If there is something you'd like to be able to find with ease about your customers' experience in the application, talk to your application owner or drop us a note.