Use the Application Summary Report page to view, print, or export an Application Summary report.

This page contains one or more of the following sections, depending on what report types you selected on the Application Summary page:

Summary section

Field

Description

Time Period

The time period of the report.

Trending Period

The trending period is equal in duration to the time period of the report.

The trending period begins just before the start of the requested time period. For example, if the report is for yesterday, the trending period is for the day before yesterday.

The system displays the Trending Period field when you click the Show Trend link above the following report summary tables:

  • Summary by Intent

  • Summary by Intent and Utterance

Total Contacts

The total number of calls that match the specified filter criteria.

Total Records

The total number of records that match the specified filter criteria.

Each call can have any number of records associated with it, depending on what happened during the course of the call and what report types you selected to view in this report.

In addition, this section includes a field for each filter you specified on the Application Summary page.

For example:

Summary By Activity Level table

Field

Description

Activity Level

The activity level.

The options are:

  • Fatal

  • Error

  • Warning

  • Info

Call Count

The number of calls during which the given activity level was logged at least once.

Total Count

The total number of times that the given activity level was logged during all calls that match the specified criteria.

Summary By Activity Message table

Field or Link

Description

Single occurrences link

This link, located across from the table name is a toggle. If it says:

  • Include Single Occurrences, then the table only shows those messages that occur more than once. Click the link to show all messages, including the ones that occur only once.

  • Exclude Single Occurrences, then the table shows all messages, regardless of how many times they occur. Click the link to exclude those messages that only occur once.

Activity Message

The text of the activity message.

Call Count

The number of calls during which the given activity message was logged at least once.

Total Count

The total number of times that the given activity message was logged during all calls that match the specified criteria.

Summary By Activity Name table

Field

Description

Activity Name

The name of the activity.

Duration

Displays:

  • Minimum: The shortest time the activity lasted.

  • Maximum: The longest time the activity lasted.

  • Average: The average time the activity lasted.

Call Count

The number of calls during which the given activity was logged at least once.

Total Count

The total number of times that the given activity was logged during all calls that match the specified criteria.

Summary By Activity Type table

Field

Description

Activity Type

The options are:

  • Start: This activity type is generated by Orchestration Designer Report items.

  • In Progress: This activity type is generated by Orchestration Designer Report items.

  • End: This activity type is generated by Orchestration Designer Report items.

  • Cancel: This activity type is generated by Orchestration Designer Report items.

  • VoiceXML Log Tag: This activity type is generated by Orchestration Designer and non-Orchestration Designer applications that use the <log> tag defined in those standards.

  • CCXML Log Tag: This activity type is generated by Orchestration Designer and non-Orchestration Designer applications that use the <log> tag defined in those standards.

  • Node Entry: This activity type is generated by the Orchestration Designer framework when Call Flow Data Sample Rate is greater than 0 (when configuring the application on the EPM).

  • Module Exit: This activity type is generated by the Orchestration Designer framework when Call Flow Data Sample Rate is greater than 0 (when configuring the application on the EPM).

  • Application Exit: This activity type is generated by the Orchestration Designer framework when Call Flow Data Sample Rate is greater than 0 (when configuring the application in EPM).

  • All Types: All the activity types are selected by default.

Call Count

The number of calls during which the given activity type was logged at least once.

Total Count

The total number of times that the given activity type was logged during all calls that match the specified criteria.

Summary By ASR Performance table

This option is based on the speech recognition results data found in the Call Flow records generated by Orchestration Designer applications. This report option provides insight on the experience of the caller at each node in the application where a speech recognition attempt occurred.

Field

Description

Application

The name of the application

Source Node

The name of the specific node within the application that the caller was on just before the caller reached the Destination Node

Confidence

Displays:

  • Minimum: The shortest time the call flow lasted.

  • Maximum: The longest time the call flow lasted.

  • Average: The average time the call flow lasted.

Recognition Result (%)

Displays:

  • 1 Attempt: The percentage of times that a successful recognition occurred at the first speech attempt.

  • 2 Attempts: The percentage of times that a successful recognition occurred at the second speech attempt.

  • 3+ Attempts: The percentage of times that a successful recognition required three or more attempts.

  • DTMF: The percentage of times that the successful input was ultimately received by DTMF.

  • Never: The percentage of times how often a successful input was never received after the caller makes one speech attempt.

Note:

This option only analyzes grammar results in which at least one speech input attempt was made. This option does not include the attempts in which a caller hears a menu prompt, makes no attempt to speak, and hangs up.

Summary By Call Flow table

For each Orchestration Designer application, the system automatically logs the caller’s selection at every menu, thereby recording each caller’s path through the application. Experience Portal groups the paths together by Source Node, or starting menu choice, and presents them in this summary report.

Field

Description

Application

The name of the application.

Source Node

The name of the specific node within the application that the caller was on just before the caller reached the Destination Node.

This is generally a menu choice in the application.

Destination Node

The name of the node that the caller went to from the associated Source Node.

Duration

Displays:

  • Minimum: The shortest time the call flow lasted.

  • Maximum: The longest time the call flow lasted.

  • Average: The average time the call flow lasted.

Total Count

The total number of calls that used this call flow.

Call Flow Graph

Opens a separate window that displays the call flow visualization.

Note:

You can zoom in on the Call Flow visualization graph. A magnifier box appears when you hover the mouse over the call flow graph. You can move the magnifier box over any portion of the call flow graph to be able to zoom into a particular section of the graph.

However, the resolution of the graphical output might not be readable for call flows with hundreds of nodes. The equivalent call flow data shown in the report table is not subject to this limitation.

Summary By Intent table

This table is populated if the application uses the DialogFlow speech engine type and if the Intent Sample Rate parameter for the application is greater than 0.

This table is not populated when you select Nuance DLGaaS in the Engine Type field.

Field or Link

Description

Single occurrences link

This link, located across from the table name, is a toggle. If it displays:

  • Include Single Occurrences, then the table only shows those variables that occur more than once. Click the link to show all variables, including the ones that occur only once.

  • Exclude Single Occurrences, then the table shows all variables, regardless of how many times they occur. Click the link to exclude those variables that only occur once.

Show Trend or Hide Trend

This link, located across from the table name, is a toggle. If it displays:

  • Show Trend, the Trending Period field appears under Time Period field.

  • Hide Trend, it hides the Trending Period field.

Intent

The intent that is defined in the Google Dialogflow bot.

Call Count

The utterance that is actually spoken during the call.

Total Count

The total number of times that the given variable was logged during all calls that match the specified criteria.

Trend (%)

This percentage indicates if a particular utterance is more or less popular from the previous period. This percentage is based on the current and previous values in the Total Count column.

Summary By Intent And Utterance table

This table is populated if the application uses the DialogFlow speech engine type and if the Intent Sample Rate parameter for the application is greater than 0.

This table is not populated when you select Nuance DLGaaS in the Engine Type field.

Field or Link

Description

Single occurrences link

This link, located across from the table name, is a toggle. If it says:

  • Include Single Occurrences, then the table only shows those variables that occur more than once. Click the link to show all variables, including the ones that occur only once.

  • Exclude Single Occurrences, then the table shows all variables, regardless of how many times they occur. Click the link to exclude those variables that only occur once.

Show Trend or Hide Trend

This link, located across from the table name, is a toggle. If it displays:

  • Show Trend, the Trending Period field appears under Time Period.

  • Hide Trend, it hides the Trending Period field.

Intent

The intent that is defined in the Google Dialogflow bot.

Utterance

The utterance that is actually spoken during the call.

Call Count

The number of calls during which the given variable was logged at least once.

Total Count

The total number of times that the given variable was logged during all calls that match the specified criteria.

Trend (%)

This percentage indicates if a particular utterance is more or less popular from the previous period. This percentage is based on the current and previous values in the Total Count column.

Summary By Variable Name and Value table

Field or Link

Description

Single occurrences link

This link, located across from the table name, is a toggle. If it says:

  • Include Single Occurrences, then the table only shows those variables that occur more than once. Click the link to show all variables, including the ones that occur only once.

  • Exclude Single Occurrences, then the table shows all variables, regardless of how many times they occur. Click the link to exclude those variables that only occur once.

Variable Name

The name of the variable used by the application.

Variable Value

The value of the specified variable.

Call Count

The number of calls during which the given variable was logged at least once.

Total Count

The total number of times that the given variable was logged during all calls that match the specified criteria.