Introduction

In the Error Handling tab, you decide when and how the call ends depending on the type and number of errors that occurred in the dialog. All the error handling fields have built-in optimized default values, but allow you to fully configure them if needed.

Each section below includes information about which settings relate to which errors, and you can check the list of all the available resulting errors here.

Error Reactions

Error reactions are randomly thrown, right before a system action, according to their weight. They make the dialog sound more conversational, they are optional and they can be left blank.

  1. To set the error reactions, select the Error Reactions button.

2. The Error Reactions Prompts window will pop-up.

3. Fill in the Error Reactions Prompts and press OK.

Types of errors in both Intent and Non-intent OCP miniApps®

Max no response errors

  • Continuous no responses allowed: Counts consecutive No Input events. The counter is reset, if an event other than No Input occurs in the dialog.

  • Global no responses allowed: Global counter of No Input events (for example, no speech was heard) occurring throughout the dialog.

  • Max disambiguation attempts allowed: Counts disambiguation steps. The caller can disambiguate only a specific number of times.

Max disambiguation attempts allowed is only applicable for intent miniApps.

Related fail_exit_reason errors: MaxContinuousNoInputs, MaxNoInputs, MaxDisambiguations

Max no interpretation errors

  • Continuous no interpretation errors: Counts consecutive No Match or rejection events. The counter will be automatically reset to 0 if another event occurs in the dialog.

  • Global no interpretation errors: Global counter of No Match events (either due to low confidence or because no interpretation was assigned to the caller’s utterance despite some speech being detected) occurring throughout the dialog.

Related fail_exit_reason errors: MaxContinuousNoMatches, MaxContinuousLowConfRejections, MaxContinuousSameStateEvents, MaxNoMatches, MaxLowConfRejections, MaxSameStateEvents.

Max mixed errors

  • Continuous mixed errors: Counts consecutive error events (NoInput, NoMatch, LowConfRejection, Same State). The counter will be automatically reset if a non-error event occurs.

  • Max mixed errors: Counts NoInput, NoMatch, Rejection, Same State events throughout the dialog. It is not reset.

Related fail_exit_reason errors: MaxContinuousErrors, MaxGlobalErrors.

Max agent request

  • Continuous agent requests: Counts the number of times the caller requested to speak to an agent in a row.

  • Global agent requests: Counts the number of times the caller requested to speak to an agent throughout the dialog.

Related fail_exit_reason errors: MaxContinuousAgentRequests, MaxAgentRequests.

Critical Error

This error is not connected to any particular error counter. If the system identifies a critical error, a predefined prompt can be triggered, and decide whether to end or transfer the call to an agent.

Related fail_exit_reason errors: CriticalError.

DTMF Escape key

This error is not connected to any particular error counter. You can set the DTMF escape key to be used at any point in the dialog, and decide whether to end or transfer the call to an agent.

Related fail_exit_reason errors: DtmfEscapeKey.

Additionally, you can choose to throw an error reaction when the error counter reaches its maximum value. To do so, in the Other Error Settings use the Throw error reaction toggle button.

Types of errors in Non-intent OCP miniApps

Information Not Available

This error is not connected to any particular error counter. It arises when the caller has not provided any information. Here you can set a predefined prompt to be triggered, and decide whether to end or transfer the call to an agent.

Related fail_exit_reason errors: InfoAsked_NotAvailable.

Invalid Inputs

  • Max invalid inputs: Counts the number of times the caller can provide invalid information throughout the dialog.

Related fail_exit_reason errors: MaxWrongInputs.

Disconfirmations

  • Max disconfirmations: Counts the number of disconfirmations the caller can make. Only valid when the Confirmation option is on in the Confirmations tab.

Related fail_exit_reason errors: MaxDisconfirmations.

Types of errors in Intent OCP miniApps®

Max DTMF Inputs

  • Max DTMF inputs: Counts the number of times the caller can press a DTMF key.

Related fail_exit_reason errors: MaxDtmfInputs.