voxeo summit day 2 - voxeo cxp for business users

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Jeremy RichmondCustomer Obsession Readiness Lead

CXP TOOLS FOR BUSINESS USERS

BUSINESS USER INTERFACE

For: Business Users (e.g. ContactCenter Manager, Marketing, e-Business

What it does: Change content & behavior of portals and self-services in real time, without IT support• Changing contact center opening hours

• Changing call transfer destinations (skill groups)

• Scheduling announcements

• (De)activate menu choices and self-services

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What’s a BUI??

CXP Service Configuration Interface

Ties in to Voxeo CXP User Management• Business User can only configure those services they

have access to• Works in Multi-tenant environments

CXP Service Configuration Interface

CXP Service Configuration Interface

Ties in to Voxeo CXP User Management

• Business User can only configure those services they have access to

• Works inmulti-tenantenvironments

CXP Service Configuration Interface

Flexibility, Control, Risk Mitigation• IT defines which parameters can be configured,

how they are displayed and validated

• Config parameters are validated before activation

CXP Service Configuration Interface

Version History• Full version history• Rollback to old configuration

versions anytime• Audit trail is maintained

(who changed what, when)

Brandable UI

BUI Demo

INFOSTORE ANALYZER

• Voxeo’s CXP Analyzer is based on the statistics feature of Infostore, the logging component of CXP Server.

• Based on market-leading business intelligence tools to leverage best-of-breed query and reporting features

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Analyzer

60+ Reports

However notall may not be useful for “Business Users”

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Available Reports

Three Main Categories:• Administration and Maintenance• Application Development and

Tuning• Caller Behavior and Analysis

Business Tasks

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Caller Behavior and Analysis

• Completion by Layer States

• Completion Rates• Task Data• Task Session Analysis

• Repeat Callers• Top 25 Callers• Channel Trend Analysis

• Dominant Path Analysis• Call Duration• Layer Usage

Caller Types

Other ApplicationSpecifics

Provides information on how successful tasks are completed. It helps to monitor the frequency of task usage and helps to identify reasons for aborted tasks.

• Summary of task relatedsuccess and failure rates,broken down by failurecategories:

• Recognition• Backend• Session Termination• Caller Abort

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Business Tasks Completion Rates

The Business Task Session Analysis Report provides further details on the task execution. It helps to identify reasons why tasks may not have been completed as successfully as expected.

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Business Task Session Analysis

Percentage of call exitsby task and channel• Task completion• Avg # of active and

inactive phases• # of input states• % of successful input

states• Avg number of inputs

with a NoMatch and NoInput event.

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Channel Trend

• Detailed information on the service usage across channels over time.

• By changing the report time-slice the report can be used to identify if users prefer channels at specific days or daytimes.

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Dominant Path Analysis

Detailed information on how users behave and how users navigate through the application• Shows the

dominant path starting from the left module and the percentage of transition from module to module

• Available in five versions, providing dominant path analysis for path depth of two to six modules

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Call Duration

• Provides information on how many callers hang up after a some amount of time

• Users can specify time slices

Questions?

jeremy.richmond@aspect.com - 407.375.4350

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