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Analytics and Tuning Studio presents Speech Server call information by session, turn, and task. For each of these levels, Analytics and Tuning Studio offers statistical and detailed information views in reports, list views, and detail views.
Sessions, tasks, and turns relate to each other in a hierarchy, as shown in the following illustration. Typically, a session contains one or more tasks and a task contains one or more turns.
Columns in all the list views (Session list, Task list, and Turn list) are sortable, sizable, and movable. Audio playback is possible in a number of views, whenever a turn is selected.
Views of Session Data
A session can generally be equated with a single call in the database, although technically a session represents a call leg (that is, a single connection with Speech Server). A transferred call appears as a single session for a blind transfer and two sessions for a supervised transfer, because the supervised transfer creates another session for the supervision of the initial call.
- The Session Reports View shows statistical session data in graph and table format, including session volume, a breakdown of the session ending type, and session shape characteristics.
- The Session List View is a list of high-level session properties.
- The Session Detail View displays a timeline of high-level events during the session.
Use session views to answer general questions about the frequency and characteristics of calls; for example, calls like the following:
- How many people called and when?
- What calls were made yesterday?
- What happened in this session?
Views of Task Data
A task is a module, defined by the author, where a goal is accomplished. In a voice response application, use a SpeechSequence activity to define tasks. In a Web-based voice response application, use the event-logging schema to define tasks. For more information, see Design Speech Applications for Easy Reporting and Tuning.
Examples of tasks are collecting an order or registering a customer. Tasks have an ending status of Success, Failure, or Unset.
- The Task Reports View shows statistical task data in graph and table format, including task volume, completion status breakdown, and task shape characteristics.
- The Task List View is a list of high-level task properties, which are sortable by column.
- The Task Detail View displays a timeline of high-level events during a set of tasks.
Use task views to determine completion rates. Also, because tasks have statuses associated with them (Success, Failure, and Unset) and because tasks contain turns, use tasks to identify particular turns that deserve more investigation. Failing tasks are often due to troublesome turns. To fix failures in tasks, one usually needs to change the turns, including referenced prompts and grammars, or the dialog flow. Task views answer questions like the following:
- How many callers succeeded in their goals?
- Which tasks failed?
- How long did a task take to accomplish?
Views of Turn Data
A turn is a unit of interaction between the system and a user. Typically, the interaction is a combination of prompt output and user input. However, it can also be an output where user input is not possible (for example, a statement such as a welcome or farewell prompt or a user input without a prompt, such as a wake-up speech recognition). In a workflow application, a turn maps to a QuestionAnswerActivity, a RecordAudioActivity, and a StatementActivity or Validator, which generally implements a Statement. In VoiceXML applications, a turn maps to any field used by the implicit form interpretation (FIA) algorithm to play a prompt or gather user input. For more information, see Design VoiceXML Applications for Easy Reporting and Tuning.
- The Turn Reports View shows statistical turn data in graph and table format, including turn volume and types, recognition and ending status, dual tone multi-frequency (DTMF) inputs, bargein, and other turn characteristics.
- The Turn List View is a list of high-level turn properties, which are sortable by column.
- The Turn Detail View displays events and data associated with the turn.
Use turn views for detailed analysis of tuning issues identified in session and task views. Turn views answer questions like the following:
- What kind of recognition statistics are we getting?
- What are users saying in this turn?
Use the Turn list view for audio playback and entry of audio transcriptions.