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??
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
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
