Analysis of phone self-services including business tasks, customer behavior, application tuning, and system performance
TABLE OF CONTENTS Introduction... 2 Business Task Analysis... 3 Personalization Analysis... 4 Dominant Path Analysis... 5 Menu Navigation Analysis... 6 Recognition Quality Analysis...7 Session Input State Analysis... 8 Utterance Analysis... 9 Number of Sessions... 10 Session Partitioning Analysis...11 Voxeo CXP Analyzer Report Summary... 12 1
INTRODUCTION Key to delivering effective phone self-service today is the ability to understand what customers are doing and experiencing within the self-service phone portal in real-time. Voxeo CXP Analyzer is a service analysis environment enabling instant reporting on key business, operational, and application design questions. In addition to enabling users to create custom reports, Voxeo CXP Analyzer delivers over 50 out-of-the-box reports providing valuable insight into the usage and acceptance of application services by leveraging the power of common business intelligence frameworks such as SAP BusinessObjects, IBM Cognos, and MicroStrategy. By providing up-to-the-minute graphical views of the application and system status, business analysts, marketing specialists, dialog designers, developers, administrators, and system operators can now efficiently: use standard functionality for easy and powerful analysis create customized reports and distribute reports automatically integrate with existing data and analysis leverage existing knowledge, infrastructure and resources This document provides 10 report examples that highlight the analytical capabilities of Voxeo CXP Analyzer. 2
B U SI N E SS T ASK AN AL Y SI S Self - serv i c e appli c ati ons most of ten map to one or more u nd erlyi ng b u si ness proc esses. Proc esses li k e tari ff c h ang e, prod u c t ord er or c h ang e of payment meth od typi c ally exi st as b ac k end proc esses. T h e ph one self - serv i c es ac t as i nterf ac e to th ose proc esses. B u t, h ow su c c essf u l are th ese proc esses su pported and d oes th e serv i c e really ad d v alu e? W h at i s th e transac ti on c ompleti on rate and w h at are th e reasons f or i nc omplete transac ti ons? Si mply i d enti f y th e task s th at are ac c essed most of ten or w h i c h are not u ti li zed as expec ted. M oni tor th e task c ompleti on rate. I d enti f y reasons f or task i nc ompleti on, i nc lu d i ng analysi s of rec og ni ti on q u ali ty, d omi nant path or d i alog exi t analysi s. Analyze task u sag e and task c ompleti on b y c h annel. Business Task Completion Rates 3
D PE RSO N AL I Z AT I O N AN AL Y SI S i alog personali zati on i s one k ey su c c ess f ac tor f or ph one self - serv i c es. Personali zati on h elps to b est ad j u st d i alog s to th e c allers need s and ab i li ti es. I t allow s f or i nterac ti v e serv i c es and enab les c orporati ons to g et th e b est ou t of i t. H ow d oes th e c all ow personali zati on w ork f or you r c allers? I s personali zati on h elpi ng c u stomers u se th e appli c ati on? I d enti f y f req u ent u ser selec ti ons or i d enti f y typi c al u ser pro les f or f u rth er appli c ati on tu ni ng s, to opti mi ze d i alog personali zati on and th e c aller experi enc e. T h i s analysi s c an also su pport mark eti ng and sales i n planni ng mark eti ng ac ti v i ti es. I d enti f y f req u ent u ser selec ti ons. I d enti f y typi c al u ser pro les. I mprov e th e c aller experi enc e. Plan one- to- one mark eti ng ac ti v i ti es. Layer State Analysis 4
D O M I N AN T PAT H AN AL Y SI S D omi nant path analysi s prov i d es d etai led i nf ormati on on h ow u sers b eh av e and h ow u sers nav i g ate th rou g h th e appli c ati on. Analyzi ng d omi nant path s c an h elp to i d enti f y i neffic i ent experi enc es, b arri ers to c ompleti on and v i si ts to i nv ali d areas. I t prov i d es i nf ormati on ab ou t th e d omi nant experi enc es of th e maj ori ty of c allers and h elps to ev alu ate th e u sef u lness of appli c ati ons and mod u les. D q u i d i : W h c u b i H d c i g g h d i? D c w d g? i c i d omi nant path analysi s answ ers esti ons nc lu ng atí s you r stomersí eh av or? ow o allers nav ate th rou th e alog oes th e appli ati on ë ork í as esi ned Are th ere spec areas of nterest or are th ere some ead end s? I d enti f y c aller nav i g ati on patterns. Vi su ali ze th e d omi nant u ser experi enc es. I d enti f y appli c ati on aw s and i neffic i ent experi enc es. E v alu ate th e u sef u lness of appli c ati ons and mod u les. Dominant Path Analysis 5
M E N U N AVI G AT I O N AN AL Y SI S Si mi lar to d omi nant path analysi s, b u t on th e more d etai led lev el of M enu ob j ec ts, th i s analysi s sh ow s w h i c h selec ti ons are mad e b y th e c allers. Answ ers c an b e prov i d ed to q u esti ons li k e: H ow d o c allers nav i g ate th rou g h th e appli c ati on? W h at are pref erred c h oi c es? W h at i s th e d omi nant i npu t mod e, v oi c e or D T M F? D o appli c ati on aw s exi st th at prev ent u sers f rom reac h i ng spec i c serv i c e areas? Analyze h ow c allers nav i g ate th rou g h th e appli c ati on. I d enti f y pref erred and less u sed c h oi c es. I d enti f y appli c ati on aw s. M oni tor u sag e of h yperli nk s. Menu Navigation Analysis 6
RE CO G N I T I O N Q U AL I T Y AN AL Y SI S M oni tor th e rec og ni ti on q u ali ty on serv i c e lev el and d ri ll d ow n f or a d etai led analysi s to a si ng le i npu t state. T h i s analysi s prov i d es i nf ormati on ab ou t th e su c c ess rate of i npu t states along w i th th e k ey perf ormanc e i nd i c ators to analyze th e reason f or b ad rec og ni ti on q u ali ty. H ow m any i npu ts w h ere answ ered su c c essf u lly? I n w h i c h mod u les and i npu ts d o w e h av e a lac k i n rec og ni ti on q u ali ty? H ow many w h ere answ ered i mmed i ately or h ow mu c h N o M atc h or N o I npu t ev ents oc c u rred? W h at w as th e av erag e c on d enc e? M oni tor th e rec og ni ti on q u ali ty. I d enti f y prob lemati c mod u les and i npu t states. I d enti f y reasons f or b ad rec og ni ti on q u ali ty. I d enti f y appli c ati on aw s and i neffic i ent experi enc es. E v alu ate th e u sef u lness of appli c ati ons and mod u les. Recognition Quality Analysis 7
SE SSI O N I N PU T ST AT E AN AL Y SI S c b i q u d c W h w h c h W h i c h d i d c g i v w h i c h i d i d c u w h d i d c Analyze aller eh av or and rec og ni ti on ali ty on th e low est lev el of etai l: A si ng le all. at ere th e steps th e aller as tak en? answ ers th e aller e? At npu t states prob lems oc r? And at th e aller really say? Analyze si ng le c alls step- b y- step f rom start to end. Analyze w h i c h i npu t states w h ere u sed. Analyze w h at th e u ser sai d and w h i c h prob lems oc c u rred. L i sten to th e u tteranc e rec ord i ng s. I d enti f y opti ons to opti mi ze g rammars. Session Input State Analysis 8
U T T E RAN CE AN AL Y SI S M easu re th e c omplexi ty of u ser responses to opti mi ze prompts and g rammars. W h atí s th e av erag e nu mb er of w ord s u sed w i th i n th e i npu t states? And, w h atí s th e av erag e c on d enc e d epend i ng on th e leng th of th e response? H ow many v ari ati ons d o th e c allers u se? Analyze c aller u tteranc es. I d enti f y i npu t states w i th c omplex responses. I d enti f y opti ons to opti mi ze g rammars. Utterance Analysis 9
N U M B E R O F SE SSI O N S T h h g g i i c u i d f i u f u i c W h u i c W h v d w? w h d w d h i W h f u h e Number of Sessions report elps you to et a eneral ov erv ew on th e serv e sag e and to enti y trend s n th e sag e req enc y of you r serv e. atí s th e long term sag e trend of you r serv e? at are most ac ti e ays of th e eek At at ays ou ld system mai ntenanc e ow nti me as th e least mpac t? at are most req ent ou rs of th e d ay? M oni tor th e ov erall serv i c e u sag e. I d enti f y trend s on serv i c e u sag e. M oni tor g row i ng c onc u rrenc y. Su pport system mai ntenanc e and system planni ng. Number of Sessions by Hour 1 0
SE SSI O N PART I T I O N I N G AN AL Y SI S T h e Sessi on Parti ti oni ng Analysi s report h elps you to g et an ov erv i ew on you r c onc u rrent sessi on li mi ts f or serv ers and serv i c es. W h c W h i u c g u g u W h u f i c i c at are serv er li ense li mi ts? at s th e ti li zati on of on red sessi on arantees? atí s th e ti li zati on of li mi ts or spec serv es? M oni tor th e li c ense u ti li zati on. M oni tor u ti li zati on of c on g u red sessi on g u arantees, oati ng sessi ons and sessi on li mi ts. O pti mi ze th e u ti li zati on of resou rc es. Sessions Partitioning Analysis 1 1
VO XE O CXP AN AL Y Z E R RE PO RT SU M M ARY Voxeo CXP Analyzer i nc lu d es 5 0 reports f or b u si ness and mark eti ng u sers, d ev elopers, d esi g ners and ad mi ni strators to g ai n end - to- end i nsi g h t i nto system and serv i c e u sag e. U se Voxeo CXP Analyzer to effic i ently moni tor b u si ness task c ompleti on and analyze c u stomer b eh av i or. ADMINISTRATION AND MAINTENANCE D v D i b u E i E i T N u i N u b D N u b H D N u b M N u b W d v D u c Ch annel and ri er stri ti on Clu ster ffic enc y Clu ster ffic enc y rend mb er of Rec ord ng s mb er of Sessi ons y ay mb er of Sessi ons y ou r of ay mb er of Sessi ons y onth mb er of Sessi ons y eek ay Proc essi ng s. Sessi on rati on Serv er Stati sti s Sessi on Parti ti oni ng Analysi s APPLICATION DEVELOPMENT AND TUNING N u E b I E b M u D i L u D i L u T D T M F F k E v D i b u E v b D E T D i b u E T T I c M N i g M u Q u i b I i c i c i c D H i D u B h I T T U ( c D T M F, T U b I c v D T M F I Av erag e mb er of Sessi ons Caller xi ts y npu t States Caller xi ts y od les alog ang ag e alog ang ag e rend allb ac Analysi s ent stri ti on ents y ay xi t ype stri ti on xi t ypes rend npu t State Stati sti s enu av ati on Analysi s od le Analysi s Rec og ni ti on ali ty Rec ord ng s y npu t State Serv e Analysi s Serv e Ch ai n Sessi on Analysi s Serv e eployment story Sessi on rati on enc mark Sessi on npu t States Analysi s ransi ti on ypes tteranc e Analysi s Voi e, ext) tteranc es y npu t States Voi e s. npu t BUSINESS AND CALLER ANALYSIS B u T B u T D B u T F u L T D i D D E D O L U O v i M u u M u D b u T 2 0 si ness ask Completi on Rates si ness ask ata si ness ask Sessi on Analysi s Caller req enc y Caller oyalty Ch annel rend Analysi s alog epth omi nant Path Analysi s arly rop- ff Analysi s ayer sag e erv ew od le Seq enc es od le Sets Sessi on etai ls Su seq enc e Analysi s op Callers 1 2 AMERICAS EUROPE, THE MIDDLE EAST, AFRICA ASIA ONLINE Voxeo Corporation 189 S. Orange Ave. 10th oor Orlando, FL 32801 USA Phone: +1 407 418 1800 Fax: +1 407 264 8530 Voxeo Europe Limited Berkeley Square House, 2nd oor Berkeley Square London W1J 6BD Phone: +44 (0) 20 7887 6085 Fax: +44 (0) 20 7887 6001 Voxeo Germany GmbH Ettore-Bugatti-Str. 6-14 51149 Cologne - Germany Phone: +49 2203 1857 300 Fax: +49 2203 1857 499 Voxeo Asia ShangDi ZGC Software Park, Beijing, China, 100094 Phone: +86 10 8282 5011 Fax: +86 10 8282 5011 x 808 sales@voxeo.com www.voxeo.com blogs.voxeo.com twitter.com/voxeo facebook.com/voxeo