Voxeo CXP Analyzer and Hotspot Analytics
ACCELERATING ROI
WITH CUSTOMER
EXPERIENCE ANALYTICS
Essential part of Voxeo CXP Lifecycle Management
• Provide
deep, meaningful
analysis
out-of-the-box
• Gather usage and
per...
Integrated Architecture
All interaction data in one data store
4
The CXP Analytics Story
Portfolio Overview
CXP Analyzer
Google
Analytics
Hotspot
Analytics
Portfolio Overview
• Full fledged reporting and analysis suite
• Cross-channel usage & performance
analysis
• Ad-hoc analy...
Portfolio Overview
• Pre-configured for CXP Mobile
Web apps
• Adds Web-specific stats on
• Region (country/state/city)
• M...
Portfolio Overview
• Actionable Insight from statistical data in
CXP Developer
• Reporting on cross-channel service usage
...
What’s New?
CXP ANALYZER 13
Application Definition
in CXP Developer
CXP Analyzer 13
Analysis in the Application Context
CXP Server
Service
Execution
A...
System
Usage &
Performance
Server Statistics
• Call concurrency
• Call duration
• Technical metrics
• License Usage
Sessio...
System
Usage &
Performance
Server Statistics
• Call concurrency
• Call duration
• Technical metrics
• License Usage
Sessio...
New Features
• Easier report creation for
Business Users
• Robust Drilling capabilities
• Relative Date Prompts
(for sched...
New Content
• Back-End Statistics
• Multi-cluster / multi-data
center setups
• Rejected Sessions
System Level
CXP Analyzer...
Compare Service performance by versions (instead of by Date)
15
Service
Deployments
Service Deployment History
Dashboard
Backend Statistics
• Performance issues of Backend Systems can
negatively effect user experience
• Monitor backe...
Performance Trends
Backend Statistics
• Monitor backend performance trends to
anticipate critical situations
17
Multi-Cluster Load Distribution
18
Activate Drill
Mode
Call Volume per Server
Instance (across all
Clusters)
Multi-Cluster Load Distribution
19
Drill up from
Server Instance
to Cluster
Multi-Cluster Load Distribution
20
Total Call
Volume per
Cluster
Analyze reasons for rejected calls
Rejected Sessions
• Find misconfigurations, SLA
violations, insufficient licenses, and ...
Application Tuning: Analyze User Interaction in Input States
User Interaction Analysis
22
Understand how often
callers han...
Dominant Path Analysis
23
Business Task Details
From Task Completion (Complete/Incomplete) …
24
Click on “Task Completion”
column to drill down to
T...
Business Task Details
… drill down to the reasons for failure
25
Detailed Analysis by
Task Failure category
Analyze Session Details
• For application tuning, developers eventually
need to inspect individual calls / sessions
• Chal...
1) Search for Sessions matching your criteria
Analyze Session Details
27
Search Criteria
include
DNIS, ANI, Service, Da
y,...
2) Select sessions from the result set
Analyze Session Details
28
View session
characteristics such
as
duration, #interact...
3) Inspect session details and user interactions
Analyze Session Details
29
Context: Input
State and
Business Task
What di...
Availability
CXP Analyzer 13
• CXP Analyzer 13 for …
• SAP Business Objects: Q3 2013
• Microstrategy: Q4 2013
• IBM Cognos...
Actionable Insight for Developers
HOTSPOT ANALYTICS
Actionable Insight for Developers
Problem:
• Developers often don’t have access to the BI platform.
• Or, they don’t see r...
Production
Metrics right
in the IDE
Analytics in CXP Developer
Where do Users Struggle?
Input States Stats on ASR Performance
In-depth info
in tooltip
Input States where users
struggle ...
Digging deeper in the Web Channel
GOOGLE ANALYTICS
Reporting on the Mobile Web Channel
Why add Google Analytics to the Mix?
• CXP Infostore captures cross-channel
data about...
Browser Info
Google Analytics
Google Analytics
Device Info
Location Info
Google Analytics
WRAPPING UP
The CXP Analytics Story
Portfolio Overview
CXP Analyzer
Google
Analytics
Hotspot
Analytics
Andreas Volmer
avolmer@voxeo.com
THANK YOU!
42
Voxeo Summit Day 1 - Customer experience analytics
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Voxeo Summit Day 1 - Customer experience analytics

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Voxeo CXP Analyzer and Hotspot Analytics

Andreas Volmer, Voxeo Sr. Product Manager

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  • 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.
  • Voxeo Summit Day 1 - Customer experience analytics

    1. 1. Voxeo CXP Analyzer and Hotspot Analytics ACCELERATING ROI WITH CUSTOMER EXPERIENCE ANALYTICS
    2. 2. 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 3 Reporting and Analytics
    3. 3. Integrated Architecture All interaction data in one data store 4
    4. 4. The CXP Analytics Story Portfolio Overview CXP Analyzer Google Analytics Hotspot Analytics
    5. 5. 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
    6. 6. 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
    7. 7. 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
    8. 8. What’s New? CXP ANALYZER 13
    9. 9. 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
    10. 10. 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
    11. 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 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
    12. 12. New Features • Easier report creation for Business Users • Robust Drilling capabilities • Relative Date Prompts (for scheduled reports and dashboards) CXP Analyzer 13
    13. 13. 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
    14. 14. Compare Service performance by versions (instead of by Date) 15 Service Deployments Service Deployment History
    15. 15. 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 16
    16. 16. Performance Trends Backend Statistics • Monitor backend performance trends to anticipate critical situations 17
    17. 17. Multi-Cluster Load Distribution 18 Activate Drill Mode Call Volume per Server Instance (across all Clusters)
    18. 18. Multi-Cluster Load Distribution 19 Drill up from Server Instance to Cluster
    19. 19. Multi-Cluster Load Distribution 20 Total Call Volume per Cluster
    20. 20. Analyze reasons for rejected calls Rejected Sessions • Find misconfigurations, SLA violations, insufficient licenses, and application errors 21
    21. 21. Application Tuning: Analyze User 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?
    22. 22. Dominant Path Analysis 23
    23. 23. Business Task Details From Task Completion (Complete/Incomplete) … 24 Click on “Task Completion” column to drill down to Task Failure Categories
    24. 24. Business Task Details … drill down to the reasons for failure 25 Detailed Analysis by Task Failure category
    25. 25. 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
    26. 26. 1) Search for Sessions matching your criteria Analyze Session Details 27 Search Criteria include DNIS, ANI, Service, Da y, Language, Interacti on Success, and more
    27. 27. 2) Select sessions from 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
    28. 28. 3) Inspect session details 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
    29. 29. 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
    30. 30. Actionable Insight for Developers HOTSPOT ANALYTICS
    31. 31. 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
    32. 32. Production Metrics right in the IDE Analytics in CXP Developer
    33. 33. Where do Users Struggle? Input States Stats on ASR Performance In-depth info in tooltip Input States where users struggle are highlighted
    34. 34. Digging deeper in the Web Channel GOOGLE ANALYTICS
    35. 35. 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
    36. 36. Browser Info Google Analytics
    37. 37. Google Analytics Device Info
    38. 38. Location Info Google Analytics
    39. 39. WRAPPING UP
    40. 40. The CXP Analytics Story Portfolio Overview CXP Analyzer Google Analytics Hotspot Analytics
    41. 41. Andreas Volmer avolmer@voxeo.com THANK YOU! 42

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