Voxeo CXP Analyzer and Hotspot Analytics Andreas Volmer, Voxeo Sr. Product Manager

2. Voxeo CXP Analyzer and Hotspot Analytics
ACCELERATING ROI
WITH CUSTOMER
EXPERIENCE ANALYTICS

3. Essential part of Voxeo CXP Lifecycle Management
• Provide
deep, meaningful
analysis
out-of-the-box
• Gather usage and
performance data
right after initial
deployment
• Continuously
monitor
application
performance
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Reporting and Analytics

4. Integrated Architecture
All interaction data in one data store
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5. The CXP Analytics Story
Portfolio Overview
CXP Analyzer
Google
Analytics
Hotspot
Analytics

6. Portfolio Overview
• Full fledged reporting and analysis suite
• Cross-channel usage & performance
analysis
• Ad-hoc analysis & scheduled reporting
• Based on Business Intelligence platforms
and CXP Infostore data
CXP Analyzer
The CXP Analytics Story
Target groups:
• Business
• Developers
• Operators

7. Portfolio Overview
• Pre-configured for CXP Mobile
Web apps
• Adds Web-specific stats on
• Region (country/state/city)
• Mobile Devices & Browsers
• Traffic Sources
Google Analytics
The CXP Analytics Story
Target groups:
• Business
• Web Developers

8. Portfolio Overview
• Actionable Insight from statistical data in
CXP Developer
• Reporting on cross-channel service usage
and performance based on CXP Infostore
Hotspot Analytics
The CXP Analytics Story
Target group
• Developers

9. What’s New?
CXP ANALYZER 13

10. Application Definition
in CXP Developer
CXP Analyzer 13
Analysis in the Application Context
CXP Server
Service
Execution
Analysis in CXP Analyzer
Infostore DB
Usage and
Performance Data

11. System
Usage &
Performance
Server Statistics
• Call concurrency
• Call duration
• Technical metrics
• License Usage
Session Details
• Call time & duration
• ASR Statistics
• Call termination
Application
& Grammar
Tuning
ASR Performance
Speech recognition
performance analysis
Event counters
Barge-in detection
Utterance
Statistics
Grammar coverage,
Word count stats,
DTMF Fallback
Utterance
Recordings
Access to utterance
recordings in
application context
Customer
Behavior
Intelligence
Dominant Path
Analysis
Interactive caller
navigation pattern
analysis
Personalization
Statistics
Service performance
by customer segment
Business Tasks
Transaction completion
rates with detailed
failure analysis
Statistical data
sampling
Backend Stats
• Execution Count
and Duration
• Errors and Timeouts
CXP Server Data Capture

12. System
Usage &
Performance
Server Statistics
• Call concurrency
• Call duration
• Technical metrics
• License Usage
Session Details
• Call time & duration
• ASR Statistics
• Call termination
Application
& Grammar
Tuning
ASR Performance
Speech recognition
performance analysis
Event counters
Barge-in detection
Utterance
Statistics
Grammar coverage,
Word count stats,
DTMF Fallback
Utterance
Recordings
Access to utterance
recordings in
application context
Customer
Behavior
Intelligence
Dominant Path
Analysis
Interactive caller
navigation pattern
analysis
Personalization
Statistics
Service performance
by customer segment
Business Tasks
Transaction completion
rates with detailed
failure analysis
Backend Stats
• Execution Count
and Duration
• Errors and Timeouts
Business
Task Metrics, User Segmentation,
Navigation and Usage Patterns
Application Developers
Application + Grammar Tuning
Operators and Administrators
Capacity Planning
Troubleshooting
CXP Server Data Capture

13. New Features
• Easier report creation for
Business Users
• Robust Drilling capabilities
• Relative Date Prompts
(for scheduled reports and
dashboards)
CXP Analyzer 13

14. New Content
• Back-End Statistics
• Multi-cluster / multi-data
center setups
• Rejected Sessions
System Level
CXP Analyzer 13
Application Level
• Service Chaining
• Service Deployments
• Session Search
• Repeat Callers

15. Compare Service performance by versions (instead of by Date)
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Service
Deployments
Service Deployment History

16. Dashboard
Backend Statistics
• Performance issues of Backend Systems can
negatively effect user experience
• Monitor backend success & error rates
• Error code distribution for root cause analysis
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17. Performance Trends
Backend Statistics
• Monitor backend performance trends to
anticipate critical situations
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18. Multi-Cluster Load Distribution
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Activate Drill
Mode
Call Volume per Server
Instance (across all
Clusters)

19. Multi-Cluster Load Distribution
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Drill up from
Server Instance
to Cluster

20. Multi-Cluster Load Distribution
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Total Call
Volume per
Cluster

21. Analyze reasons for rejected calls
Rejected Sessions
• Find misconfigurations, SLA
violations, insufficient licenses, and application
errors
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22. Application Tuning: Analyze User Interaction in Input States
User Interaction Analysis
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Understand how often
callers hang up, zero out, or
repeatedly fail with speech
How often do callers
barge-in in this Input
State?
How many callers
have immediate
recognition success?
How many callers
experience speech
recognition no-
How long did this
input state take on
average?

23. Dominant Path Analysis
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24. Business Task Details
From Task Completion (Complete/Incomplete) …
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Click on “Task Completion”
column to drill down to
Task Failure Categories

25. Business Task Details
… drill down to the reasons for failure
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Detailed Analysis by
Task Failure category

26. Analyze Session Details
• For application tuning, developers eventually
need to inspect individual calls / sessions
• Challenges
• How to find meaningful sessions?
• How to interpret session traces?
• How to access speech recognition data and
utterance recordings in the application context?
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27. 1) Search for Sessions matching your criteria
Analyze Session Details
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Search Criteria
include
DNIS, ANI, Service, Da
y, Language, Interacti
on Success, and more

28. 2) Select sessions from the result set
Analyze Session Details
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View session
characteristics such
as
duration, #interaction
s, user success …
Select a session
to inspect it in
detail

29. 3) Inspect session details and user interactions
Analyze Session Details
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Context: Input
State and
Business Task
What did
the caller
say?
How well did
speech
recognition
work?
Listen into
utterance
recordings

30. Availability
CXP Analyzer 13
• CXP Analyzer 13 for …
• SAP Business Objects: Q3 2013
• Microstrategy: Q4 2013
• IBM Cognos: Q1 2014
• Backward Compatibility
• The new CXP Analyzer works with
VoiceObjects 11&12 and CXP 13 Infostore
(requires new DB view layer)
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31. Actionable Insight for Developers
HOTSPOT ANALYTICS

32. Actionable Insight for Developers
Problem:
• Developers often don’t have access to the BI platform.
• Or, they don’t see reporting as part of their job.
Solution:
• Provide Actionable
Analytics right within
their development
environment!
Hotspot Analytics

33. Production
Metrics right
in the IDE
Analytics in CXP Developer

34. Where do Users Struggle?
Input States Stats on ASR Performance
In-depth info
in tooltip
Input States where users
struggle are highlighted

35. Digging deeper in the Web Channel
GOOGLE ANALYTICS

36. Reporting on the Mobile Web Channel
Why add Google Analytics to the Mix?
• CXP Infostore captures cross-channel
data about user navigation &
experience
• But it doesn’t capture web-specific
data such as …
• Browser and Device Types
• Demographic / Regional Information
• Traffic Sources

37. Browser Info
Google Analytics

38. Google Analytics
Device Info

39. Location Info
Google Analytics

40. WRAPPING UP

41. The CXP Analytics Story
Portfolio Overview
CXP Analyzer
Google
Analytics
Hotspot
Analytics

42. Andreas Volmer
avolmer@voxeo.com
THANK YOU!
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