The Monitor tab in Insights allows the user to drill down into any conversation occurring within an OCP application. This involves Orchestrator application dialogs, flows, and miniApp invocations originating from calls or web chats. To put it simply, the Monitor tab is the portal to understanding every single low detail information about a system-user interaction. As such, the Monitor tab is divided into three separate components: Search (top of the page), Dialog List (center left column), and Dialog Review (center right column). In the next section, you can find detailed explanations for each of them.
To access OCP® Monitor go to Insights → Monitor tab in the side panel.
Click on the funnel filter icon to expand and view the search fields area.
There are multiple search criteria that can be used to fetch specific sessions. In particular:
You can select the specific time period you are interested in, by indicating start/end dates and start/end times. Time corresponds to local time zone.
The resource group that miniApps or Flows belong to.
The application name; can be multiple.
The application type.
The identification of the caller’s phone number that initiated the dialog session (number of calls and … for chat).
Dialog Group ID
Like a dialog ID but for a Flow application that consists of multiple miniApps with their own specific dialog IDs. A Dialog Group ID search returns results based on the OCP structured hierarchy:
The session channel of the user such as voice or web-chat.
Select to view only success or fail results.
Select to view sessions with specific error that ended the session, as set up in miniApps or Orchestrator for a flow.
Select a CISR value, as declared for specific reviewed utterances
Keywords in Events:
Events that happen within a dialog session. Can be used to query dialogs based on custom loggings or other identifiers.
The caller input, such as specific keywords or phrases.
Select a Custom Tag value, as declared for specific reviewed utterances
Search for custom loggings as configured in Orchestrator
Turn on the show Live Toggle button, to get new session data every 15 seconds and monitor ongoing calls.
Searching by Dialog ID cancels all other selected filters.
Example search values
On the top right, the funnel-like icon shows whether you have filters in place.
Grey Funnel filter icon: No filters selected
Funnel filter icon with blue dot: Filters are selected (Click the View button first to apply the filters)
For accurate information on the presence of filters, every time you add or remove filters, you have to click View or Count, in order for the filter status to be refreshed.
Click the Count button to check the number of results of the selected filters before viewing them, to decide if the search criteria is the desirable one.
The Dialog list presents all the dialog events that meet the criteria of the search section. Every column contains information regarding the call. Click on a dialog to check its information in the Dialog Review area.
Shows the time when the dialog started.
The caller’s phone number if available.
Shows the length of the call
Shows the number of steps in the session. Everything except no_input is counted, which means you get the total number of system prompts that were used and the user utterances, as well as one step added per the call ending (either hup, meaning hang-up, or transfer to an agent).
Click the Next button to move to the next page.
The Dialog Review contains information about the selected dialog.
Dialog Group ID
Press the Copy icon to copy the Dialog Group ID.
Press the Copy icon to copy the Dialog ID.
The date and time the dialog took place.
The name of the miniApp used for the selected dialog.
miniApp bot icon
Indicates the prompt generated by the miniApp.
User utterance icon
Indicates the utterance of the caller.
Numbering on the right
Represent the step number.
Click on the Show events button to get all the events - system and/or custom loggings from the application.
Click the Log File button to open the DiaManT log file of the selected dialog.
Click the JSON file icon to get a JSON file with all the dialog session info.
Click the TXT file icon to get an RTF file with all the dialog session info.
When it comes to the dialog itself, you can click the arrow pointing down to expand the intent interpretation view (when expanded, the arrow will be pointing up).
Whenever the utterances are recognized (aren’t no_input), click the Play icon to listen to the audio of the user’s responses to the questions and check whether the system captured them correctly.
If there is sensitive data in the utterance, the details are not shown, and the message ***sensitive content protected*** appears instead. However Intent, Confidence and NLU Interpretation information are presented.
You can tag an utterance as correct or false, acceptance or rejection, or as a misinterpretation. To do so, click the # symbol and select the corresponding options in the pop-up window.
Utterance Review available options
Add a keyword that could help categorize the utterance.