ASR Tuning Report

Report source: DW (Data Warehouse)

Report refresh rate: 10 seconds

The ASR Tuning report is used to view a list of failed utterances in the ASR (Automatic Speech Recognition) system. The report captures the results of specific customer-facing Studio ASR actions including Asrmenu and Asryesno. Learn more about ASR management to improve your ASR-enhanced IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. system using the data from this report.

The ASR Tuning report summarizes the results to display a count and percent of customer utterance What a contact says or types. results during a selected time frame for each action.

You can have utterances recorded if you enable tuning in the script.  You can access and listen to utterances by expanding the script details in the report and clicking the hyperlink in the Utterance field. The Begin action always displays EMPTY in the Utterance field, but other actions may show recordings.

Tuning should only be enabled while you're actively tuning. When tuning is enabled, each utterance is recorded and stored on in your CXone environment. This could have billing implications, and can fill up the file storage, which impacts the server's performance. Contact your CXone Account Representative for more information.

This report answers questions like:

• What changes do we need to make to our grammar file?
• What are users saying when they fail in the Asrmenu or Asryesno action?
• What percentage of calls are selecting each branch in Asrmenu and Asryesno?

ASR tuning data is part of IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. History data.

The ASR Tuning report is valuable because the ASR administrator can use the failed utterances to determine updates that need to occur to the ASR Dictionary file. For example, if some people are using "yeah" instead of "yes" when replying to a question in your ASR system, you would see a failure because the system recognizes only "yes." By adding "yeah" to the grammar file, you can prevent future ASR failures.

Data in this Report

The ASR Tuning report has multiple columns that present data attributes and metrics.