The Event Tracker section of VoiceTrends provides an overview of common in-call events including:
VoiceTrends allows users to view these data on a per day, per week, or per month level. Within each graph this data can be further filtered by individual phone numbers. For more information on how to specify these values, see the Getting Started section.
Along with the graph data, the User Profile section displays the top 5 most frequent area codes that call the application. These values dynamically update with changes to the specified date range(s), period, or phone number(s).
The raw data section displays the average daily totals for all application usage. VoiceTrends uses all calls and transfers that occurred during the specified interval to calculate the average call stats over that interval.
The y-axis on each graph depicts the statistical value indicated by the graph name. The x-axis displays the specified period (day, week, month).
To enlarge each graph, click the thumbnail of the graph from within the page, or select it from the sub-menu under the Event Tracker section.
To change the period interval on this graph, select one of the Day/Week/Month buttons located in the top right of this menu. Selecting one of these changes the period of the x-axis on the graph.
To view the data for a specific phone number, select the desired phone number from the drop-down menu in the top left. “All Phone Numbers” is the default setting for this menu until changed by the user.
This graph indicates the total number of log events encountered over the specified date range. A log event correlates to a single instance of a <log> tag.
A loop occurs when a caller is in a specific form item and then re-enters that same form item. This commonly occurs during nomatch/noinput event when application plays a message and the caller then re-enters the same form to be re-prompted for the same data. This is the sum of all loops divided by the total number of calls.
This graph displays the total number of form items encountered in all calls. A form item is a field within a form. VoiceTrends only includes forms labeled with a id attribute and fields labeled with a name attribute in this total.
This graph displays loop count data total for all calls in the specified date range.
This graph displays the average number of form items per call. VoiceTrends divides the total number of form items by the total number of calls, in the selected date range, to calculate this value.
Understanding the average number of form items that callers experience can help identify trouble areas. This data can reveal how far callers make it through an application and can indicate excessive areas where excessive nomatch/noinput events occur.
The raw data tab displays the underlying data used to generate all of the graphs for the Event Tracker section for each day in the selected date range grouped by the selected period.
Additionally, there is an Export button that can be used to download the raw data in CSV format for use with Excel (or similar spreadsheet software). For programmatic access to this data check out our VoiceTrends API documentation.