Trends

This dashboard shows visual reports related to various trends.

Trends dashboard

AHT Trend line chart

AHT Trend line chart

The following table describes the elements of the AHT Trend line chart:

Elements of the AHT Trend line chart
Element Description
Visualization AHT Trend
Description Displays daily handle time trends for contact center:
  • Call AHT - Average total call handle time
  • Enrollment AHT - Average handle time taken to enroll
  • Call AHT (Match) - Average handle time for positive authentication
  • Call AHT (Mismatch) - Average handle time for negative authentication
The data refers to a specific scope.
Type Line chart created using Vega
Filter Engagement creation timestamp (date and time)
KQL language
Implicit Filter The widget selects SESSION_TYPE_CALL_CENTER and identifies Net New Enrollments.
The query to identify Net New Enrollments is based on a combination of initial and final train statuses, such as:
initial_voiceprint_profile_train_status not equal VOICEPRINT_PROFILE_STATUS_BASIC_TRAINED AND initial_voiceprint_profile_train_status not equal VOICEPRINT_PROFILE_STATUS_OPTIMAL_TRAINED AND (final_voiceprint_profile_train_status equal VOICEPRINT_PROFILE_STATUS_BASIC_TRAINED OR final_voiceprint_profile_train_status equal VOICEPRINT_PROFILE_STATUS_OPTIMAL_TRAINED)
Linkable Entity None

Authentication Results Trend line chart

Authentication Results Trend line chart

The following table describes the elements of the Authentication Results Trend line chart:

Elements of the Authentication Results Trend line chart
Element Description
Visualization Authentication Results Trend
Description Displays daily Authentication trends for Contact Center and IVR:
  • Calls - Total calls
  • Enrollment - Total enrollments
  • Matches - Total call with positive authentication
  • Mismatches - Total calls with negative authentication
The data refers to a specific scope.
Type Line chart
Filter Engagement creation timestamp (date and time)
KQL language
Implicit Filter The widget selects SESSION_TYPE_CALL_CENTER and SESSION_TYPE_IVR.
Linkable Entity None

Cumulative Enrollments and Authentications Trend line chart

Cumulative Enrollments and Authentications Trend line chart

The following table describes the elements of the Cumulative Enrollments and Authentications Trend line chart:

Elements of the Cumulative Enrollments and Authentications Trend line chart
Element Description
Visualization Cumulative Enrollments And Authentications Trend
Description Displays daily cumulative Authentication & Enrollment trends:
  • Cumulative Matches
  • Cumulative Enrollments
The data refers to a specific scope.
Type Line chart
Filter Engagement creation timestamp (date and time)
KQL language
Implicit Filter The widget selects SESSION_TYPE_CALL_CENTER and identifies Net New Enrollments.
The query to identify Net New Enrollments is based on a combination of initial and final train statuses, such as:
initial_voiceprint_profile_train_status not equal VOICEPRINT_PROFILE_STATUS_BASIC_TRAINED AND initial_voiceprint_profile_train_status not equal VOICEPRINT_PROFILE_STATUS_OPTIMAL_TRAINED AND (final_voiceprint_profile_train_status equal VOICEPRINT_PROFILE_STATUS_BASIC_TRAINED OR final_voiceprint_profile_train_status equal VOICEPRINT_PROFILE_STATUS_OPTIMAL_TRAINED)
Linkable Entity None

Fraud Hits Trend line chart

Fraud Hit Trends line chart

The following table describes the elements of the Fraud Hits Trend line chart:

Elements of the Fraud Hits Trend line chart
Element Description
Visualization Fraud Hit Trends
Description Displays daily Fraud Hit Trends:
  • Real time fraud hits trend
  • Post call fraud hits trend
The data refers to a specific scope.
Type Line chart using Vega.
Filter Engagement creation timestamp (date and time)
KQL language
Implicit Filter The widget selects SESSION_TYPE_CALL_CENTER or SESSION_TYPE_POST_CALL.
Linkable Entity None