Voxeo Summit Day 2 - Voxeo CXP for business users
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The document discusses a Business User Interface (BUI) that allows non-technical business users to configure certain aspects of contact center services in real time without IT support. It describes how the BUI ties into Voxeo's CXP user management and works in multi-tenant environments. The document also summarizes various reports available in the CXP Analyzer tool, including reports on call completion rates, task usage, repeat callers, and channel trends to help business users analyze caller behavior and optimize contact center performance.
Voxeo Summit Day 2 - Voxeo CXP for business users
- 2. Jeremy Richmond Customer Obsession Readiness Lead CXP TOOLS FOR BUSINESS USERS
- 4. For: Business Users (e.g. Contact Center 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??
- 5. CXP Service Configuration Interface
- 6. 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
- 7. 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
- 8. 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
- 9. 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
- 10. BUI Demo
- 12. • 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
- 13. 60+ Reports However not all may not be useful for “Business Users” 13 Available Reports Three Main Categories: • Administration and Maintenance • Application Development and Tuning • Caller Behavior and Analysis
- 14. 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 Application Specifics
- 15. 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 related success and failure rates, broken down by failure categories: • Recognition • Backend • Session Termination • Caller Abort 15 Business Tasks Completion Rates
- 16. 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 exits by 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. 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. 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. 19 Call Duration • Provides information on how many callers hang up after a some amount of time • Users can specify time slices