Overview
The core functionality of the Virtual Agent is to capture speech Intention. The core benefit is to understand the Lead's speech and to route the call accordingly.
The goal is to get Intent Detection as close to 100% as possible. Virtual Agent Logs can help determine whether or not the Intent was captured and, if not, how to fix it and improve the Voso.ai detection ability.
Contents
Using Virtual Agent Logs
1.) Click the Reports main menu.
2.) Click the Virtual Agent Logs menu option.
The Manage Virtual Agent Logs page will open.
3.) Use the search filters to find Virtual Agent Logs for a specified period of time.
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Start/End Date
One field for the Start Date and one for the End Date.
Should be more than one day. -
Filter By
Three fields to configure
Option selected in the first drop-down determines what options will be available in the other two fields
Some options will lock the second field option.-
The Add Filter button will add more Filter By fields.
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Order By
These fields will determine how the results are ordered in the table.
Field is not required to perform a search.
Order the results by one of these options:-
Created At
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ID
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Lead ID
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Success
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The search results table will display the following:
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ID
The ID of the Log itself -
Scenario Name
Name of the Scenario associated with the virtual Intent, and log. -
Lead ID
The ID for the Lead that was called. -
Question
Name of the Question Node in the associated Scenario. -
Prompt
The transcribed speech for what the Virtual Agent actually spoke out to the Lead.
The assigned Prompt for the associated Scenario. -
Response
Speech-to-text transcription of what the Lead said back to the Virtual Agent. -
Intent Detected
Shows whether the Intent was detected by showing what the Intent is that was identified.
If this field is empty, the Virtual Agent did not detect an Intent. -
Length
Duration the call lasted in seconds. -
Created At
When the recording/log was created, meaning when the call occurred. -
Action
This column contains a drop-down for one option, Recordings, which will open the recording of the call for that log.
The goal of Virtual Agent Logs is to determine whether the Responses are answering the Prompts and whether Voso.ai detected an Intent.
When Intent Was Detected
A Response was given, and Intent was detected.
You will see in the Response column what the Lead replied to the Prompt.
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Does the Response match the Prompt?
If the Intent was detected in the Response you will see the associated Intent that was identified in the Response in the Intent Detected column.
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For Example: What state do you live in? California. California is the Intent, the Intent Detected is State.
When Silence is Detected
Follows a No Response Prompt in the Scenario; Prompt will repeat if the Scenario configuration is set up to repeat a Prompt when silence is detected.
If silence is detected you will see Speech To Text Analyzer Return No Response (System) in the Response column.
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This happens only when there is total silence; background noise could trigger Voso.ai to detect something, so only when total silence occurs will you see this Response return.
When Response and Intent are Not Detected
No Response was detected, so no Intent was detected.
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Determine whether nothing was said at all or Voso.ai missed the Response and/or Intent.
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Determine whether the Lead gave some type of DNC Response and it was missed. These Leads need to be Dispositioned properly if the response is something identified as DNC.
Response Given but No Intent Detected
Either the Lead did not respond with an Intent that is identified in the Training Phrases, or the Lead did not respond at all.
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If a Response was given that matches the Prompt and should be recognized as an Intent, take the Response and add it to the Training Phrases for that Intent and/or add an Entity or an Entity Synonym Entry.
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When a Response is given that does not match the Prompt, you can create a new Node in the Scenario to route the Response to a new Question or to repeat the Prompt.
Find Logs where no Intent was Detected
How do we determine whether or not Intent was captured?
1.) Select dates in the Start/End Date fields.
2.) In the Filter By field, select Intent from the the first drop-down,
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The second field will lock in the With/In option.
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Leave the third field blank, do not select anything from that drop-down.
2.) Click the green Search button.
Review the Prompts and Responses given to each Prompt.
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Does the Response match the Prompt?
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Should an Intent have been detected?
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Determine whether Training Phrases are robust enough.
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Determine whether the Lead said anything or nothing.
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Listen to Recordings to see whether the Lead actually said something.
Recordings
1.) Click the Action drop-down in the Action column.
2.) The only option is Recordings; click Recordings.
A Recording List window will open that shows the recording(s) for that log.
3.) Click the play icon button to hear the recording of the call.
Show Recordings Page
You can also access the Recordings via the Reports main menu.
1.) Click the Reports main menu.
2.) Click the Recordings menu option.
The Show Recordings page will open.
3.) Use the filter fields to search for recordings.
4.) Play the recording by clicking the play icon button on the recording in the Play column.