diagnostic_flow

Diagnostic Flow

The diagnostic flow section provides a visual representation of your application.
This diagram can help troubleshoot various aspects of your application's performance. For example, the diagnostic flow can help reveal where callers transfer out of the application or hang up, or what the most common path through your application is.

Common Call Path

The common call path section diagrams the most common path through your application on a day-to-day basis. Every node in the graph represents a form item from your application. VoiceTrends uses every form item from every call for a given day to calculate the totals that comprise the graph. When selecting a date range, VoiceTrends merges the graphs for each day within that range together to present the most common call path over the specified date range. The colored bars represent the nodes (form items) themselves and the bars connecting them represent the path from one node to the next. The size of each node reflects the number of total visits to that node. Hovering over the path between nodes displays the total number of visits from one node to the next.

How to Read the Common Call Path Diagram

Read the common call path diagram from left to right. Each node of the graph represents a form in your application and the connections between the nodes represent the different paths callers follow when using the application. The size of the nodes and connections between them correspond to the actual number of users who followed that path. This provides, at a glance, a sense of scale in relation to how callers use the application and how frequently callers reach a specific node from the previous node. More frequently visited nodes are larger than less frequently visited nodes.

Debugging Tools

The debugging pages provide additional insight into your application's performance. These tools illustrate the most common problems that occur during a call. The size of each node in this diagram reflects the number of trouble items (nomatch, noinput, disconnects, transfers) occurring at that node. Hovering over the pathway connecting two nodes displays the total number of trouble items from one node to the next.

Disconnects, No Matches, No Inputs, and Transfers

The debugging pages track four separate issues that commonly occur in voice applications. Select the Diagnostic Flow section from the side navigation bar to access these subsections. Click on the desired button to display the graph for that subsection.

VoiceTrends updates the common call path based on your selection. When using the debugging tools, the size and values of the nodes in the call path diagram change based on the selected tool.

Here's a brief overview of each section:

  • Disconnects: Node size/values indicate the total number of disconnects that occurred at each node.
  • No Matches: Node size/values indicate the total number of nomatch events that occurred at each node.
  • No Inputs: Node size/values indicate the total number of noinput events that occurred at each node.
  • Transfers: Node size/values indicate the total number of transfers that occurred at each node.

Inputs

The input section adds two unique features in addition the ability to specific date range(s) or phone number(s).

The “start url” drop-down menu is the first of these. Located next to the phone number drop-down, this option gives users the ability to change the source of data for the graph between the phone number or the start url of the application. This feature is ideal for accounts that have multiple phone numbers configured with the same start URL. This allows users to group those phone numbers together based on the common start URL and to view all data associated with that URL at once.

The other feature is the horizontal slider. This allows users to shrink and expand the size of the graph it self. Zoom out to get holistic view of the entire application or zoom in to view individual sections at a granular level.

Start URL

Zoom Slider

Data Overlay

Hovering over the paths between nodes displays the details of the path, as well as the total number of visits from one node to another. For example, the image below indicates there were 89 total visits from the selection node to the indicated transfer node.

Reposition Nodes

One unique feature of the diagram is that users can drag the nodes around the screen to reposition them. Click and drag the nodes as desired to see a clearer path or to manipulate the graph as desired. In the example, note that the blue “DEV transfer” node has been made shorter and moved further down, below the rest of the diagram.




Raw Data

The raw data tab displays the underlying data for each node in the call path diagram for the Diagnostic Flow section in the selected date range. 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.


DEV

The raw data table presented to users logged in to DEV includes specific data for Page, Form, and Field.
Each of these metrics has its own column in the table, providing users with granular data on each section of the application.


Fuse & Fuse+

The raw data table presented to users logged in to Fuse/Fuse+ includes specific data for Page and Module name.
Each of these metrics has its own column in the table, providing users with granular data on each section of the application.

diagnostic_flow.txt · Last modified: 2018/11/06 15:03 by admin