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 performance data right after initial deployment

• Continuously monitor application performance

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Reporting and Analytics

Integrated ArchitectureAll interaction data in one data store

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The CXP Analytics StoryPortfolio Overview

CXP Analyzer

GoogleAnalytics

Hotspot Analytics

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

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

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

What’s New?

CXP ANALYZER 13

Application Definition in CXP Developer

CXP Analyzer 13Analysis in the Application Context

CXP Server

Service Execution

Analysis in CXP Analyzer

Infostore DBUsage and

Performance Data

System Usage & Performance

Server Statistics• Call concurrency• Call duration • Technical metrics• License Usage

Session Details• Call time & duration• ASR Statistics• Call termination

Application& GrammarTuning

ASR PerformanceSpeech recognition performance analysisEvent countersBarge-in detection

Utterance StatisticsGrammar coverage,Word count stats,DTMF Fallback

Utterance RecordingsAccess to utterancerecordings in application context

CustomerBehaviorIntelligence

Dominant PathAnalysisInteractive caller navigation pattern analysis

Personalization StatisticsService performanceby customer segment

Business TasksTransaction completion rates with detailed failure analysis

Statistical data sampling

Backend Stats• Execution Count

and Duration • Errors and Timeouts

CXP Server Data Capture

System Usage & Performance

Server Statistics• Call concurrency• Call duration • Technical metrics• License Usage

Session Details• Call time & duration• ASR Statistics• Call termination

Application& GrammarTuning

ASR PerformanceSpeech recognition performance analysisEvent countersBarge-in detection

Utterance StatisticsGrammar coverage,Word count stats,DTMF Fallback

Utterance RecordingsAccess to utterancerecordings in application context

CustomerBehaviorIntelligence

Dominant PathAnalysisInteractive caller navigation pattern analysis

Personalization StatisticsService performanceby customer segment

Business TasksTransaction completion rates with detailed failure analysis

Backend Stats• Execution Count

and Duration • Errors and Timeouts

BusinessTask Metrics, User Segmentation,

Navigation and Usage Patterns

Application DevelopersApplication + Grammar Tuning

Operators and AdministratorsCapacity PlanningTroubleshooting

CXP Server Data Capture

New Features

• Easier report creation for Business Users

• Robust Drilling capabilities

• Relative Date Prompts (for scheduled reports and dashboards)

CXP Analyzer 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

Compare Service performance by versions (instead of by Date)

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Serv

ice

Dep

loym

en

ts

Service Deployment History

DashboardBackend 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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Performance TrendsBackend Statistics

• Monitor backend performance trends to anticipate critical situations

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Multi-Cluster Load Distribution

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Activate Drill Mode

Call Volume per Server Instance

(across all Clusters)

Multi-Cluster Load Distribution

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Drill up from Server Instance to

Cluster

Multi-Cluster Load Distribution

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Total Call Volume per

Cluster

Analyze reasons for rejected calls Rejected Sessions

• Find misconfigurations, SLA violations, insufficient licenses, and application errors

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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 recognition

How often do callers barge-in in this Input State?

How many callers have immediate recognition success?

How many callers experience speech recognition no-matches?

How long did this input state take on average?

Dominant Path Analysis

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Business Task DetailsFrom Task Completion (Complete/Incomplete) …

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Click on “Task Completion” column to

drill down to Task Failure Categories

Business Task Details… drill down to the reasons for failure

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Detailed Analysis by Task Failure

category

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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1) Search for Sessions matching your criteriaAnalyze Session Details

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Search Criteria include DNIS, ANI,

Service, Day, Language, Interaction

Success, and more

2) Select sessions from the result setAnalyze Session Details

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View session characteristics such as duration, #interactions, user success …

Select a session to inspect it in detail

3) Inspect session details and user interactionsAnalyze 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

AvailabilityCXP 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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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 reporting as part of their job.

Solution:• Provide Actionable

Analytics right withintheir developmentenvironment!

Hotspot Analytics

Production Metrics right

in the IDE

Analytics in CXP Developer

Where do Users Struggle?Input States Stats on ASR Performance

In-depth infoin tooltip

Input States where users struggle are

highlighted

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 user navigation & experience

• But it doesn’t capture web-specific data such as …

• Browser and Device Types• Demographic / Regional Information• Traffic Sources

Browser InfoGoogle Analytics

Google AnalyticsDevice Info

Location InfoGoogle Analytics

WRAPPING UP

The CXP Analytics StoryPortfolio Overview

CXP Analyzer

GoogleAnalytics

Hotspot Analytics

Andreas Volmeravolmer@voxeo.com

THANK YOU!

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