... And some info about Google Analytics.

USING CXP HOTSPOT ANALYTICS

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 in CXP Developer based onstatistical data from Infostore

• Cross-channel reporting on service usage and performance

Hotspot Analytics

The CXP Analytics Story

Target group:• Developers

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

Analytics in CXP Developer

Analytics in CXP Developer

Analytics in CXP Developer

Production Metrics

rightin the IDE

HighlightingInput states

with usability problems

AvailabilityHotspot Analytics

• First introduced with VoiceObjects 12

• Available on premise (VO 12, CXP 13) and in hosting (VO 12 and CXP 13 on Demand)

12

ProductionDevelopment

Metadata

Infostore

CXP Server CXP

Server

Metadata

Create Applications in Development Environment(Metadata Connection)

Fetch Usage Data from Production

Environment (Infostore Connection)

Hotspot DB

Tables

Data That Matters

Hotspot AnalyticsGet Started – Service Manager in CXP Commander

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Infostore

Hotspot DB

Tables

2 Setup Options for Hotspot DB TablesData That Matters

Hotspot Analytics Setup Option

Dynamic DB Views

Tables (Oracle: ‘materialized views’)

Best for … Dev/test systems

Production systems

Data Access

Real-time data Historical data (e.g. updated daily)

Aggregation

Data aggregation on the fly

Pre-aggregated data

Respone Time

Depends on Call volume

Very quick

Setup in VOD (Hosting)

Staging Env. Production Env.

Where do Users Struggle?Input States Stats on ASR Performance

In-depth info

in tooltip

Input States where users struggle are

highlighted

Business Task Completion RatesBusiness Tasks with

sub-average performance

are highlighted

Drill-down by failure type

Success Rate

Duration and interaction count

Do Users Achieve Their Goals?

Back-end Systems Work OK?Back-end response times and error rates

Back-end: Success rates and response

times

How Do Callers Navigate?Menu Selections

Selection rate (absolute and

relative)

Customer Segmentation?Layer State Frequency Stats

62.73% New Callers

Trend Analysis

• Has service performance improved?• Compare Data from current

deployment with previous deployment• Compare Last 7 days (“Recent”) with

data from entire service life time (“Total Time”)

Is It Getting Better?

Current - (Previous)39.58% - (27.76%)

Absolute vs. Relative Ranking

• Relative Ranking

• 4th and 3rd Quartiles

• Absolute Ranking

• Compare metrics to predefined SLAs for key metrics

SLAs

LIVE DEMO

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Hotspot Analytics

Digging deeper into 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

How Does It Work?Google Analytics

29

CXP Server

Secure Web Proxy

HTML5 (via http)

Fetch Content

Google Analytics

Server

Internet

Internet

How Does It Work?Google Analytics

30

Google Analytics

Server

http://ww

w.google-

analytics.com/ga.js

Log Data

CXP Server

Secure Web Proxy

HTML5 (via http)

Fetch Content

Internet

Internet

Google Analytics

• GAWeb*.xml RenderTemplate snippets imported by all web based render templates

• GAWebJQ*.xml for jQueryMobile

• GAWebXHTML.xml for all others

• Is imported only if Google Analytics Web Property ID is defined

Behind the Scenes

Object Level Integration w/CXPGoogle Analytics

Input States and ModulesGoogle Analytics

Business TasksGoogle Analytics

Setup at Google

• Register with http://www.google.com/analytics/ and get a Google Analytics Web Property ID, e.g. “UA-906495043-1”

Google Analytics Setup

Setup in CXP

• Provide your Google Analytics Web Property ID in the Service object (Logging Parameters)

Google Analytics Setup

CXP Analytics tools for Developers

• Use the full power of CXP Analyzer for in-depth analysis of system and service performance and user experience

• Use Hotspot Analytics on a day-to-day basis to stay abreast of performance and usage trends

• Use Google Analytics to gain additional insight into usage of mobile web services powered by Voxeo CXP

CXP Developers!

Wrapping up

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