With these dashboards, get insight into why your sessions are failing. You can use this information to investigate how to decrease the number of session failures. This could include eliminating technical problems, including poor sound quality, that can lead to premature hang ups. This could also include process improvements for how agents handle calls, making it less likely that end-users end sessions prematurely.
Tiles and tables in dashboards update every 20 seconds.
Use the dashboards
To use the dashboards, follow these steps:
In the CCAI Platform portal, click Dashboard > Failed Sessions. If you don't see the Dashboard menu, expand the window horizontally until the Dashboard menu appears.
Click Calls or Chats.
Click the Date field to select a date range, and then do one of the following:
Select a preset data range. To do this follow these steps:
Click More to view all of the preset date ranges.
Click the date range that you want.
Select a custom range. To do this, follow these steps:
Click Custom.
In the Custom field, enter a start and end date for your date range. You can type your date range or click
Open calendar to select start and end dates.
Filter your results using the following fields:
Start Time and End Time: get results from only within this time range
Call ID: by call ID
Fail Reason: by a particular failed reason
Interaction Type: by interaction type—for example, IVR Inbound, IVR Inbound mobile, or Web
Direction: by the direction of the session
Agent Name: by agent name
Location: by location
Teams: by one or multiple teams
Support Phone Number: by the support phone number
Phone Number: by the phone number of the end-user
Click
Update.
Tiles
This dashboard contains the following metric tiles for calls:
Total Failed Sessions: the number of sessions where an error was returned
Agent Errors: the number of errors associated with an agent leg of a session
Consumer Errors: the number of errors associated with an end-user leg of a session
Carrier Errors: the number of errors attributed to a carrier
Deflection Errors: the number of errors associated with a deflection
Miscellaneous Errors: the number errors that are undefined
Failed %: the percentage of sessions that failed
Failed Sessions by 30 minute Interval: bar charts showing failed sessions by 30 minute intervals. Click a bar chart to display a menu, and then click a menu item to get additional information about failed sessions for that day.
Total Sessions: the number of sessions that were received
Completed Calls: the number of received sessions that were successfully handled
Sessions Failure Breakdown: a pie chart showing the sessions that have failed, by category.
This dashboard contains the following metric tiles for chats:
Total Failed Sessions: the number of sessions where an error was returned
Consumer Errors: the number of errors associated with an end-user leg of a session
Carrier Errors: the number of errors attributed to a carrier
Deflection Errors: the number of errors associated with a deflection
Miscellaneous Errors: the number errors that are undefined
Failed %: the percentage of sessions that failed
Failed Sessions by 30 minute Interval: bar charts showing failed sessions by 30 minute intervals. Click a bar chart to display a menu, and then click a menu item to get additional information about failed sessions for that day.
Total Sessions: the number of sessions that were received
Completed Chats: the number of received sessions that were successfully handled
Sessions Failure Breakdown: a pie chart showing the sessions that have failed, by category.
Tables
This dashboard contains the following metrics table. Hold the pointer over a table heading to see its description.
- Historical: displays all of the relevant information relative to the errors.
For more information, see Use dashboards.