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Yonyx Product Walkthroughs

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Authoring

Create Guide

A Yonyx guide (often referred to as a decision tree) is a network of two types of nodes – guidance steps & user responses.

Insert Commands

Commands are embedded in any guidance step to display forms (capture), read from or write data to an enterprise database.

Insert Flags

Flags are like breadcrumbs that Authors can insert into any node of a decision tree. They are used while creating or reviewing a guide.

Archive / Restore Guides

An unpublished guide can be archived and an archived guide can be restored. All archived guides disappear from “My Guides” screen.

Insert Images

Images can be inserted in any guidance step and are distributed using CDN (content delivery network) technology for faster access.

Insert Placeholders

Placeholders are variables whose values are looked up from an enterprise database (e.g. customer-name, agent-name, product-model)

Set Manual Sort Order

Popularity based sort is the default behavior for the order in which user responses are displayed at any step. Authors can override that.

Manage Tasks

All feedback provided by Agents appears under “My Tasks”. Authors can mark each task as “Resolved” to track addressal of feedback.

Insert Hyperlinks

Hyperlinks can be added to any guidance step in a decision tree. Each hyperlink can be configured to open page in a new tab or in the same tab.

Insert Redirects

Special pointer inserted in leaf nodes to direct user to another guide, intermediate guidance step, catalog or landing page.

Map View Search

Authors can search through a decision tree for text, flags, orphans, leaf nodes, hidden paths, redirects, commands or placeholders.

Insert Videos

Authors can embed videos hosted elsewhere (youtube, vimeo or your own hosting etc.) in any guidance step of a decision tree.

Hide Path

Block user traffic through a chosen path in the decision tree (used for major edits to a path and for A/B testing)

Clone Guides

Authors can make a duplicate copy of an entire decision tree. Used for duplicating a template or for making major version updates.

Administration

Manage LOBs and their Catalogs

A Line of Business (LOB) is a database of Yonyx guides. Each LOB supports independent access controls, branding, integrations etc.

Manage Commands

Commands are defined by Admins and inserted in guidance steps for bidirectional data communication with enterprise apps.

Manage Guides

Guides (decision trees) are published to a catalog in an LOB. A guide inherits the characteristics of the LOB it is published to.

Manage Placeholders

Placeholders are variables created by Admins and inserted in guidance steps. These are replaced with values looked up from enterprise apps.

Manage Users

Yonyx Admins can invite users, disable users, grant authoring privileges, assign multiple authors as co-authors on a guide.

Manage Tags

Tags are keywords that Admins associate with guides – e.g. Samsung & Panasonic can be tags associated with “TV Troubleshooting Guide”

Analytics

Weekly Insights for Administrators

Weekly email reports that summarize account usage – page views, incidents, nodes, users, authoring activity, compliments received etc.

Catalog Activity

Combined view of guide usage at a Catalog level. Helps understand usage at a higher level and sort catalog order within a landing page.

Keyword Search Activity

Yonyx captures keywords searched by users & displays the ones that resulted in matching snippets and those that didn’t result in matches.

Cumulative Traversal Analytics

Visually displays popular pathways within a decision tree and traffic drop-offs. Slice and dice & compare data by date ranges.

Line of Business Activity

Combined view of guide usage across all lines of business. Helps understand usage across LOBs (e.g. internal use vs customer self service)

Tag Search Activity

Yonyx captures tags searched by users & shows tag combinations that resulted in matching decision trees vs those that didn’t.

Guide Activity

A sorted view of the most popular decision trees amongst users in a date range. Filter and download the report in csv for further analysis.

Author Activity

Shows number of atomic authoring activities & time spent for each author in a given date range.

User Activity

Shows compliance with following the decision trees across a call center organization. Downloadable report helps identify defaulting individuals.

Incidents

An Incident is one walk-through of a decision tree along any pathway (covering any number of steps). Admins can see all incidents.

Share / Use Guides

Customer Self Service

Customers interactively go through decision trees from any mobile or desktop browser. They can even create a CRM ticket from any guidance step. Such CRM ticket also contains a transcript of the path traversed by the customer.

Internal / Call - Center Use

Yonyx is used in conjunction with various CRM systems to provide interactive guidance for call center / support team members. This helps improve the quality & consistency of service delivered while improving FCR, AHT & CSAT.

API

REST API

Yonyx REST APIs enable other programs (CRM systems, Websites, Order Management systems, Mobile Apps etc.) to access decision tree content, send feedback to authors, enable or disable users and access analytics.

Javascript API

Yonyx Javascript APIs enable other programs (CRM systems, Websites, Order Management systems, Mobile Apps etc.) to communicate with embedded Yonyx guides.

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