Downloaded 22 times
Uploaded byVoxeo Corp
Voxeo Summit Day 1 - Customer experience analytics
The document discusses Voxeo's analytics portfolio for their customer experience platform (CXP). It includes CXP Analyzer for full reporting and analysis, Google Analytics for additional web-specific stats, and Hotspot Analytics for actionable insights directly in the developer environment. CXP Analyzer 13 introduces new features like backend statistics, multi-cluster support, and improved session search capabilities. The portfolio provides analytics to business users, developers, and operators.
More Related Content
Similar to Voxeo Summit Day 1 - Customer experience analytics
Voxeo Summit Day 1 - Customer experience analytics
- 2. Voxeo CXP Analyzerand Hotspot Analytics ACCELERATING ROI WITH CUSTOMER EXPERIENCE ANALYTICS
- 3. Essential part ofVoxeo CXP Lifecycle Management • Provide deep, meaningful analysis out-of-the-box • Gather usage and performance data right after initial deployment • Continuously monitor application performance 3 Reporting and Analytics
- 4. Integrated Architecture All interactiondata in one data store 4
- 5. The CXP AnalyticsStory Portfolio Overview CXP Analyzer Google Analytics Hotspot Analytics
- 6. Portfolio Overview • Fullfledged 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-configuredfor 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 • ActionableInsight 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.
- 10. Application Definition in CXPDeveloper 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 • Easierreport creation for Business Users • Robust Drilling capabilities • Relative Date Prompts (for scheduled reports and dashboards) CXP Analyzer 13
- 14. New Content • Back-EndStatistics • 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 performanceby versions (instead of by Date) 15 Service Deployments Service Deployment History
- 16. Dashboard Backend Statistics • Performanceissues of Backend Systems can negatively effect user experience • Monitor backend success & error rates • Error code distribution for root cause analysis 16
- 17. Performance Trends Backend Statistics •Monitor backend performance trends to anticipate critical situations 17
- 18. Multi-Cluster Load Distribution 18 ActivateDrill Mode Call Volume per Server Instance (across all Clusters)
- 19. Multi-Cluster Load Distribution 19 Drillup from Server Instance to Cluster
- 20. Multi-Cluster Load Distribution 20 TotalCall Volume per Cluster
- 21. Analyze reasons forrejected calls Rejected Sessions • Find misconfigurations, SLA violations, insufficient licenses, and application errors 21
- 22. Application Tuning: AnalyzeUser Interaction in Input States User Interaction Analysis 22 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.
- 24. Business Task Details FromTask Completion (Complete/Incomplete) … 24 Click on “Task Completion” column to drill down to Task Failure Categories
- 25. Business Task Details …drill down to the reasons for failure 25 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? 26
- 27. 1) Search forSessions matching your criteria Analyze Session Details 27 Search Criteria include DNIS, ANI, Service, Da y, Language, Interacti on Success, and more
- 28. 2) Select sessionsfrom the result set Analyze Session Details 28 View session characteristics such as duration, #interaction s, user success … Select a session to inspect it in detail
- 29. 3) Inspect sessiondetails and user interactions Analyze Session Details 29 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) 30
- 31. Actionable Insight forDevelopers HOTSPOT ANALYTICS
- 32. Actionable Insight forDevelopers 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 theIDE Analytics in CXP Developer
- 34. Where do UsersStruggle? Input States Stats on ASR Performance In-depth info in tooltip Input States where users struggle are highlighted
- 35. Digging deeper inthe Web Channel GOOGLE ANALYTICS
- 36. Reporting on theMobile 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.
- 38.
- 39.
- 40.
- 41. The CXP AnalyticsStory Portfolio Overview CXP Analyzer Google Analytics Hotspot Analytics
- 42.
Editor's Notes
- #4 The Voxeo solution enables complete application lifecycle management from design to testing to documentation and reporting.Customers have reported savings of 50% in development and 80% in ongoing maintenance costs.