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)