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| − | <!-- | + | =Summary= |
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| + | The '''Summary''' dashboard gives you a quick overview of what's happening with your application sessions. | ||
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| + | [[file:des_analytics_summary_dash.png]] | ||
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| + | You can use the information provided here to see if there are any patterns that can give you insight into the sessions being initiated on Designer. For example, you might look at sessions over a period of time (such as the last 24 hours, a week, or a month) to see how sessions are being handled across various applications, what's happening to those sessions, and how much time callers are spending in various stages of applications. | ||
| + | |||
| + | ==Reports on this dashboard== | ||
| + | ===Count Over Time=== | ||
| + | This report shows you the patterns of traffic that are coming onto the platform over a period of time. You can quickly adjust the range of time shown, say, for the last hour, 24 hours, or the last week, to see how sessions are being initiated on the platform. | ||
| + | |||
| + | Each bar indicates the total number of sessions for each application that took place during the given time period. The higher the bar, the more sessions that ran. You can easily see what time of the day (or what day of the week) that traffic is higher or lower, and organize your business accordingly. | ||
| + | |||
| + | ===Total=== | ||
| + | The total number of sessions or interactions that were processed. | ||
| + | |||
| + | ===System Errors=== | ||
| + | The percentage of sessions (out of all sessions) that had system errors. (A system error does not necessarily mean that your callers experienced any issues with the applications. This report helps you to notice any possible issues with the system platform.) | ||
| + | |||
| + | ===Abandoned=== | ||
| + | The percentage of sessions that are being abandoned while callers are in the Assisted Service (or routing) phase. A higher number might indicate that callers are waiting too long and hanging up before they can be connected to an agent. | ||
| + | ===Duration > 10 Mins=== | ||
| + | The percentage of sessions where a caller spent more than 10 minutes combined in both the Self-Service and Assisted Service phases. This gives you an overall look at how long it's taking for callers to be processed. | ||
| + | ===Routing > 5/10 Mins=== | ||
| + | The percentage of sessions where a caller spent more than 5/10 minutes in the routing (or Assisted Service) phase. This lets you see if there are any potential issues that might be causing callers to be stuck in the routing phase for too long. | ||
| + | ===Count by Apps=== | ||
| + | This report provides distributions of sessions across the various applications that were built on Designer. This data could be useful in allocating resources based on the traffic across applications. <!--This report is created by aggregating the sessions based on the values set in the SDR field - applicationName. Designer automatically sets the 'applicationName' field within SDR based on the application at which session was initiated.--> | ||
| + | ===Count by Disposition=== | ||
| + | This report provides distributions of sessions across the various disposition codes. A ''disposition'' represents the status of a call at the time it exited the call flow, such as whether it was routed to an agent or the caller hung up. | ||
| + | |||
| + | This data could be useful in finding out how your application sessions are actually performing. For example, if a high amount of sessions are getting abandoned in Self Service, you can check if there is an application error or some other reason why those calls aren't getting sent to agents. | ||
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| + | <toggledisplay linkstyle font-size:larger showtext="[+] More about dispositions" hidetext="[-] Less about dispositions"> {{ToggleTextWrapper}} | ||
| + | '''default''' | ||
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| + | '''System Error'''<br> | ||
| + | There was an unexpected error in the application (such as a script validation error). | ||
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| + | '''Application Timeout'''<br> | ||
| + | The application got stuck in a loop and reached the timeout limit. | ||
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| + | '''Terminated - <reason>'''<br> | ||
| + | The call was ended due to a certain condition, such as: | ||
| + | *'''Terminate Call''' — the application reached a [[TerminateCall|Terminate Call]] block. | ||
| + | *'''Business Hours''' — the call came in outside of regular business hours (if set up this way in the [[BusinessHrs|Business Hours]] block). | ||
| + | *'''Special Days''' — the call came in on a special day (if set up this way in the [[SpecialDay|Special Day]] block). | ||
| + | *'''Emergency''' — the emergency flag was set (if set up this way in the [[Emergency|Emergency]] block). | ||
| + | *'''Menu Option''' — the caller chose a [[Menu|menu]] option to exit or end the call. | ||
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| + | '''Abandoned in Self Service'''<br> | ||
| + | The caller hung up before completing the Self Service phase of the application. | ||
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| + | '''Abandoned in Queue'''<br> | ||
| + | The caller completed the Self Service phase, but hung up while waiting to speak with an agent. | ||
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| + | '''Completed in Self Service'''<br> | ||
| + | The caller completed their call in the Self-Service phase. | ||
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| + | '''Routed to Agent'''<br> | ||
| + | The call was successfully delivered to an agent. | ||
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| + | '''Routed to DN'''<br> | ||
| + | The call was successfully delivered to a direct number. | ||
| + | </toggledisplay> | ||
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| + | <!--This report is created by aggregating the sessions based on the values set in the SDR field - finalDisposition. Designer automatically updates the 'finalDisposition' field within SDR based on the final outcome. Possible Disposition Codes are - Abandoned in Self-service, Terminated, System Error etc.--> | ||
| + | ===Count by DID=== | ||
| + | This report provides details about the distributions of sessions across various Dialed Numbers (DNIS). Typically, a DNIS represents a department or line of business. <!--This report is created by aggregating the sessions based on the values set in the SDR field - DNIS.--> | ||
| + | ===Dispositions by App=== | ||
| + | This report provides distributions of sessions across two parameters, '''Disposition Code''' and '''Applications'''. This give you a quick look into how sessions are distributed across the various applications and what their disposition codes are. | ||
| + | |||
| + | This could be very handy if you want to compare sessions with certain disposition codes across several applications. For example, if '''Abandoned in Queue''' for Application A is higher than that of Application B, you might want to think about adjusting the resources assigned to handle calls coming into Application B. <!--This report is created by aggregating the sessions based on the values set in two different SDR fields - finalDisposition, and applicationName.--> | ||
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| + | [[Category:V:PSAAS:Julie]] | ||
Latest revision as of 23:20, June 21, 2020
Contents
Summary
The Summary dashboard gives you a quick overview of what's happening with your application sessions.
You can use the information provided here to see if there are any patterns that can give you insight into the sessions being initiated on Designer. For example, you might look at sessions over a period of time (such as the last 24 hours, a week, or a month) to see how sessions are being handled across various applications, what's happening to those sessions, and how much time callers are spending in various stages of applications.
Reports on this dashboard
Count Over Time
This report shows you the patterns of traffic that are coming onto the platform over a period of time. You can quickly adjust the range of time shown, say, for the last hour, 24 hours, or the last week, to see how sessions are being initiated on the platform.
Each bar indicates the total number of sessions for each application that took place during the given time period. The higher the bar, the more sessions that ran. You can easily see what time of the day (or what day of the week) that traffic is higher or lower, and organize your business accordingly.
Total
The total number of sessions or interactions that were processed.
System Errors
The percentage of sessions (out of all sessions) that had system errors. (A system error does not necessarily mean that your callers experienced any issues with the applications. This report helps you to notice any possible issues with the system platform.)
Abandoned
The percentage of sessions that are being abandoned while callers are in the Assisted Service (or routing) phase. A higher number might indicate that callers are waiting too long and hanging up before they can be connected to an agent.
Duration > 10 Mins
The percentage of sessions where a caller spent more than 10 minutes combined in both the Self-Service and Assisted Service phases. This gives you an overall look at how long it's taking for callers to be processed.
Routing > 5/10 Mins
The percentage of sessions where a caller spent more than 5/10 minutes in the routing (or Assisted Service) phase. This lets you see if there are any potential issues that might be causing callers to be stuck in the routing phase for too long.
Count by Apps
This report provides distributions of sessions across the various applications that were built on Designer. This data could be useful in allocating resources based on the traffic across applications.
Count by Disposition
This report provides distributions of sessions across the various disposition codes. A disposition represents the status of a call at the time it exited the call flow, such as whether it was routed to an agent or the caller hung up.
This data could be useful in finding out how your application sessions are actually performing. For example, if a high amount of sessions are getting abandoned in Self Service, you can check if there is an application error or some other reason why those calls aren't getting sent to agents.