Embed Size (px)
DESCRIPTION
Citation preview
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
4
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
12
Analyzer
60+ Reports
However notall may not be useful for “Business Users”
13
Available Reports
Three Main Categories:• Administration and Maintenance• Application Development and
Tuning• Caller Behavior and Analysis
Business Tasks
14
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
15
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.
16
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.
17
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.
18
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
19
Call Duration
• Provides information on how many callers hang up after a some amount of time
• Users can specify time slices
