Yonyx Agent Training

DECISION NETWORK DRIVEN INTERACTIVE GUIDES

AGENT TRAINING

866-289-7071 [email protected] www.yonyx.com

1.Too much to remember• Computer may be slow

due to variety of reasons• Each call may take a

different pathway

2.Changing Environments

• New versions of browsers, • New OS versions• New issues discovered

everyday

3.New products & Services• New devices, software,

services• Need to ramp up to speed

quickly

TECHNICAL SUPPORT CHALLENGES

1.Complex business processes• Flowcharts hard to follow• Recalling after training is

hard – too much to remember.

2.Changing processes• Frequent changes• Compliance is a challenge

3.Consequences of mistakes• Upset customers• Extra cost for corrections• Compliance / Legal issues

CUSTOMER SERVICE CHALLENGES

1. Search Problem• Keyword search results in multiple matching snippets• Agents spend time refining search phrases to get to the right article• Agents spend time reviewing snippets, reviewing multiple articles to

find the right one.

2. Traversal Problem• Comprehensive articles may be intimidating – leading L1 agents to

escalate tickets• Articles contain non-linear information expressed linearly• Agents have to hop through sections of the articles, while interacting

with customers

3. Documentation Problem• Agents have to summarize the steps they went through to resolve

customer issue• Such documentation is subjective, unstructured, inconsistent & takes

up time• If a call is escalated to L2, the new Agent may make the customer

repeat some of what L1 Agent did – costing time & customer satisfaction.

L1

KNOWLEDG`EBASE – NOT A SOLUTION

L2 L3

• Most customer calls are repetitive in nature.• 90% of the repetitive calls are related to a handful of topics – customer

call drivers.• Each call driver may have many resolution pathways

My computer isn’t working!

I’ve lost email!

I want to add a printer

My computer is slow.

I can’t print

I have a new person starting soon!

YONYX – CALL DRIVER BASED SOLUTION

THE YONYX APPROACH1. Identify high volume call drivers

• A call driver is the reason a customer called to begin with. It may be the symptom or a topic they need help with.

• Each call driver may have multiple underlying root-causes & corresponding solutions

• Determining the right solution requires asking a series of probing questions – where each subsequent question is based on customer’s answer of a previous question.

2. A Yonyx Interactive Guide for each call driver• A Yonyx Interactive Guide is a multimedia flowchart created by a

subject matter expert that helps Agents probe customers along a question/answer pathway that is relevant to a customer.

3. Interactive Traversal• Agents choose a guide based on the call driver (obviating the need to

search)• Agents go through the guide interactively, along a customer specific

pathway.

4. Yonyx OneClick TranscriptTM = After-call Summary• A Transcript of the path traversed through the guide by an Agent is

automatically included in the documentation field of the CRM ticket record

My TV Doesn't w

ork

Apple TV problems

Home Theater pro

blems

Speed or Perfo

rmance

Issues

Initial setu

p issues

Specific W

ebsite Connecti

vity Iss

ues

Password

& Connecti

vity Iss

ues

Monthly Usage &

Billing Related Iss

ues

IP Address Iss

ues

IP Address Conflict

Issues

Modem Hardware Iss

ues

Dishwash

er Pro

blems

Microwave Iss

ues

Refrigerato

r Pro

blems0%

2%

4%

6%

8%

10%

12%

Call Driver

Call

Volu

me

1 2 3 4 5 6 7 8 9 10 11 12 13 14

CREATE ONE GUIDE PER CALL DRIVER

YONYX GUIDE – MULTIMEDIA FLOWCHART

1. Decision tree vs Decision Network Architecture (DNA)• A tree structure expands exponentially with number of steps of

customer interaction• Authors also need to duplicate content along multiple pathways in a

decision tree

2. Yonyx DNA • Yonyx platform is built on a multi-relational directed graph database. • Each Yonyx Guidance step can have multiple ancestors (User

Responses)• Instead of constantly expanding (like with a decision tree) – Yonyx

guides can converge along the way• Minimizes the need for duplication of content

INTERACTIVE TRAVERSAL BY AGENTS1. Yonyx Landing Page – with Multiple Catalogs2. Each Catalog has multiple guides3. Each Guide corresponds to a call-driver4. Agents traverse the guide interactively

The Yonyx Landing Page

AGENT VIEW – STAND-ALONE-YONYX

YONYX LANDING PAGE

All published guides listed under a catalog

Agent Name - Agent Logged into Yonyx or- Single-Sign-On Access

ACCESSING YONYX GUIDES

Click on a Catalog to see Guides under it.

Click on a Guide to start traversal

COMPLETING AN INCIDENT

TRAVERSING A YONYX GUIDE

Click on a Response to traverse

TRAVERSING A YONYX GUIDE

Click on “Done” link to complete traversal

Copy the pre-selected transcript of the path traversed through the guide & paste in the Call Summary notes section of CRM ticket.

COMPLETING A TRAVERSAL


Now Copy the Ticket No. or Case No. from CRM system and paste it here.

123456789


Click Submit to Complete the Incident

123456789

START NEW TRAVERSAL WITH NEW TICKET

Completing an Incident using the Done workflow, automatically shows the Landing Page. Now choose the appropriate guide for the next Incident.

FEEDBACK & COMPLIMENTS


If a Guide has been modified in the past two weeks, a green badge appears next to it.


Simply choose a User Response to traverse forwards.

GIVE FEEDBACK TO AUTHOR

If you find a mistake at any step, or a scenario that the guide doesn’t address, please click here & provide feedback to Author.


Type feedback & click Submit.

How do I determine if it’s a wireless router?

[email protected]

Author receives the feedback together with a transcript of the path traversed by the Agent


SEND COMPLIMENTS TO AUTHORS

If you like the outcome of traversing through a guide, please send a compliment to the Author.


This guide was really helpful in resolving the customer issue. Good Job!

Type Compliment& click Submit.


All Authors receive compliments together with a transcript of the path traversed by the Agent

[email protected]

HISTORY & VERSIONING

LAST UPDATED DATE

Shows the last time this step was updated.

LAST UPDATED DATE

Click here to see version history of this guidance step.

VERSION HISTORY

Click on any Date to see the guidance step content on that date.

FULL-TEXT SEARCH

FULL TEXT SEARCH

Search across all nodes of all published guides

FULL TEXT SEARCH

Enter keywords or phrases to search

• Search for keywords or phrases • Exact match “tallest building”• Exclude words with a – sign – e.g. –order will show steps that don’t

contain the keyword “order”• Include * for wildcard searches “Taking an *” will match “Taking an

Order”, “Taking an Apple” etc.• Use “OR” to search for either word or phrase – e.g. “television or tv”• Number search “1..5” searches for all steps containing a number

between 1 and 5

tv of television

FULL TEXT SEARCH

• Search Snippets show the Catalog name of the guide that a matching snippet belongs to.

• Results are ordered by Relevance criteria

SEARCH RESULTS

If a n Agent chooses a snippet that is an intermediate step of a guide, Yonyx platform detects that and flashes this message. Agent may click the button to start traversing the guide from the root node, or continue traversing forward from the chosen step.

BOTTOM BUTTONS

Back: Functions like Browser Back ButtonRoot: Takes Agent to Root Node of the guideBrowse: Takes Agent to Browse view of Landing PageSearch: Takes agent to Search view of Landing Page

TAG BASED SEARCH

TAG BASED SEARCH

• Tags are keywords or phrases that Yonyx Admins associate with guides (or guidance steps)

• Tags may or may not be words used in the content of the guide – e.g. Samsung & Panasonic tags associated with “TV Troubleshooting Guide”

• Tags help Agents choose the right guide for an Incident• Tags often match the category / sub-category names in CRM systems• Agent can invoke Tag search by choosing Advanced option

• Tags are often used to automatically shortlist appropriate guides for Agents within CRM systems

• For Stand-alone use of Yonyx, Agents can perform Tag based search by choosing Tags under Advanced option

TAG BASED SEARCH

TAG BASED SEARCH

• Matching tags appear as soon as Agent starts typing• Choosing a tag results in finding all guides that have the

tag associated with them

TAG BASED SEARCH

• All Guides containing the matching tag “television” now appear in the search results

• Agent can add additional tags to further refine the list

TAG BASED SEARCH

• Now all guides containing both “television” and ”samsung” appear in the list.

TAG BASED SEARCH

• Agent can now click on a guide and traverse forwards.

TAG BASED SEARCH

SECRET TO SUCCESS WITH YONYX1. Content

• Authors create guides for high volume call-drivers• Agent feedback is crucial to constant improvement of guides• Agent compliments are fuel for Authors. Keep them coming!• Content should never go stale.

2. Compliance• Agents need use the Yonyx guides for every call/ticket• Agents need to add CRM TicketID for each traversal• Yonyx Transcript cuts down on call summary documentation

time• Management reports show User Activity• QA Team members monitoring individual Incident reports

3. High quality Content + High level of Compliance • Higher CSAT scores• Improved First Call Resolution (FCR)• Reduced AHT• Reduced Training Time

Yonyx Agent Training

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