Dashboard Panel

This panel provides statistical data about inbound calls handled by this specific VR service.

The information is not updated automatically, you need to click the icon in the top-right corner to refresh the data manually:

It is possible to select the time frame to be considered by choosing one of the available options in the filter located at the top left:

There are four widgets, each displaying data related to a specific aspect of the VR. Let’s look at them in detail.

Handled calls

This widget shows information about the calls handled by the VR and the last behavior applied. We refer to the “last” behavior because a single call may have multiple behaviors applied.
For example, a caller might first ask a question that is answered by the VR (using the Topics and Answers feature) and then request to speak with someone (using the Transferred to a Contact feature). In this case, the call would be marked as Transferred to a Contact, since that was the last behavior applied.

Here’s what each item represents:

Handled calls: total number of calls that reached the VR
Avg call duration: average duration of calls that reached the VR (hh:mm:ss)
Transferred to a contact: shows both the percentage (relative to total calls) and the number of calls whose last applied behavior was a call transfer to a contact, and where the transfer was considered completed.

A “completed” transfer means that the call did not return to the VR (see the setting “Retrieve calls that are not answered by Contacts” under the Settings tab).

If “Retrieve calls that are not answered by Contacts” is disabled, no calls can return to the VR, therefore all transfers are considered completed. If the setting is enabled but the caller hangs up before the call is returned to the VR, this is also counted as a completed transfer.

Escalated to a number: shows both the percentage (relative to total calls) and the number of calls whose last applied behavior was a transfer to a number that is not a contact. In other words, a fallback action using transfer to a number was executed.
Ideally, this number should remain low. If it is high, it may indicate heavy reliance on fallback behaviors and could be a sign that the VR configuration should be reviewed and optimized.
Without transfers: shows both the percentage (relative to total calls) and the number of calls whose last applied behavior was something other than the two transfer types above. For example, a booking was made, or the caller hung up before using any VR functionality.

Attempted transfers

This widget displays information related to the “Transferred to a Contact” feature. Specifically, it provides details about the outcomes of the transfers performed.

Here’s what each item represents:

Attempted transfers: total number of transfers to contacts initiated by the VR
Completed: shows both the percentage (relative to total transfers) and the number of calls for which the transfer was considered completed
Uncompleted: shows both the percentage (relative to total transfers) and the number of calls for which the transfer was considered not completed

A “completed” transfer means that a target contact was identified (either because it was confirmed by the caller or based on the settings “When matching more than one contact” and “When matching exactly one contact”), the blind transfer was executed, and the call did not return to the VR (see the “Retrieve calls that are not answered by Contacts” setting under the Settings tab). If the caller hangs up before the call is returned to the VR, this is also counted as a completed transfer.

A “not completed” transfer means that either the target contact was not identified (because none of the contacts proposed by the VR were confirmed, or based on the settings “When matching more than one contact” and “When matching exactly one contact”), or the target contact was identified, the blind transfer was executed, but the call returned to the VR because the target contact did not answer within the timeout configured in the Camp-On queue.

This widget includes a button, to expand a detailed list of all attempted transfers, including:

Contact transcription: transcription of the contact name the caller asked for.
For example, if the caller said to the VR, “I’d like to speak with Mr. John Smith,” the transcribed subject is: “John Smith”.
This column is also helpful to spot cases where names are not transcribed correctly, something that can happen with unusual names. In such cases, you may consider adding aliases to the contact to improve recognition.
Contact provided: list of contacts suggested by the VR to the caller. The last contact in the list is the first one proposed to the caller. If the caller did not confirm it, you can see “discarded” next to it.
If this column shows “-”, it means no contact was found.

The settings “When matching more than one contact” and “When matching exactly one contact” affect what appears in this column.
For example, if “When matching more than one contact” is set to “I don’t list any results but perform the behavior ‘When the requested contact is not in my contact list’”, and multiple contacts are found, all results are marked as “discarded.”

Transfer outcome: result of the transfer. It can be “Completed” or “Uncompleted” (see above for the meaning of these terms). If no contact is found, the outcome is always “Uncompleted”.
Outcome reason: additional details about the transfer outcome. Possible values are:
- “-”: the transfer was considered completed (see above for the definition of “completed”)
- Contact not found in contact list: the requested contact was not found in the contact list
- Not answered: the target contact did not answer within the timeout set in the Camp-On queue, and the call returned to the VR
- Transfer not confirmed by caller: the caller did not confirm any of the contacts proposed
- Treated as not found by configuration: based on the configured behaviors, one or more returned contacts were discarded without being proposed to the caller. This is directly related to the settings “When matching more than one contact” and “When matching exactly one contact”.
Caller: phone number of the caller (if available)
Date and time: start date and time of the call, shown in the browser’s time zone.

Caller questions

This widget displays information related to the “Topics and Answers” feature, specifically how many questions the VR was able to answer and how many it could not.

Here’s what each item represents:

Caller questions: total number of questions received, specifically referring to the “Topics and Answers” feature
For example, if a user asks “Can I book an appointment?” and the Booking feature is configured, this is not counted as a question but rather as a request
Answered: shows both the percentage (relative to the total number of questions asked) and the number of questions the VR was able to answer
Unanswered: shows both the percentage (relative to the total number of questions asked) and the number of questions the VR was not able to answer

This widget includes a button, to expand a detailed list of all topics and answers including:

Question transcription: transcription of the question identified by the VR
Topics: refers to the “Topics” column in the “Topics and Answers” tab and represents the topics that were matched in order to find the answer. If the value is “-”, it means no answer was found for the question asked
Answers: answer that was provided to the user. If the value is “-”, it means no answer was found for the question asked
Caller: phone number of the caller (if available)
Date and time: start date and time of the call, shown in the browser’s time zone.

Fallback Behaviors

This widget displays information about the fallback behaviors used by the VR. Ideally, these numbers should remain low, since fallback behaviors are typically triggered when something does not work as expected. Therefore, high numbers in this widget may indicate the need to review the VR configuration in order to identify potential improvements.

Here’s what each item represents:

Fallback behaviors: total number of fallback behaviors applied by the VR. Note that within the same call, multiple fallback behaviors may be applied
Avg fallbacks for call: average number of fallback behaviors applied per call
Ask for other needs: shows both the percentage (relative to the total number of fallback behaviors applied) and the number of times the VR applied the “Ask for other needs” fallback behavior
Goodbye and hang up: shows both the percentage (relative to the total number of fallback behaviors applied) and the number of times the VR applied the “Greet and hang up” fallback behavior
Escalated to a number: shows both the percentage (relative to the total number of fallback behaviors applied) and the number of times the VR applied the “Transfer to a number” fallback behavior