Features

Yonyx solves the most demanding needs while providing an experience that is easy enough for almost anyone to adopt.

Creating Decision Trees in Yonyx

Create Decision Tree

With synchronized Map and Interactive views, Authors create decision trees by interconnecting guidance steps and user responses.

Build Hierarchical Guides

Organize Guides as hierarchical modules to improve re-usability and reduce complexity of guides.

Multimedia Guidance Steps

Add images, animated gifs, videos, tables, hyperlinks and forms to enrich content and capture data in every guidance step.

Decision trees vs networks

Converge multiple customer interaction pathways to one guidance step, reducing duplication and redundancy.

Rich HTML Text Editor

Add incremental guidance or complete knowledgebase articles in every guidance step.

Copy/Paste Nodes

Duplicate entire nodes – including content, properties, connections and auto-traverse conditions. Copy/paste nodes across guides.

Search across Map View

Search for nodes by text fragments, commands, placeholders, auto-traverse conditions or based on node properties like leaf nodes etc.

Hide Customer Interaction Pathways

Not ready to delete an entire pathway? With one click, hide it in User View. Perform A/B testing of pathways using analytics data.

Yonyx Commands – Forms

Define forms with text boxes, notes, drop-downs options, check-box lists, date, time or number fields to add to guidance steps.

Placeholders to Store Values

Yonyx Placeholders are objects that store values. Set values of placeholders via forms, data connector integration with CRMs or within nodes.

Auto-Traverse Conditions

Specified based on placeholder values. When met, guide automatically skips over steps along the corresponding customer interaction path.

Handoff Users to Web Pages

Handoff a user to a Web URL, at the end of traversal through a customer interaction pathway.

Clone Guide

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

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An unpublished guide can be archived and an archived guide can be restored.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 Flags

Flags are like breadcrumbs that Authors can insert into any node of a decision tree. They are used to track nodes reviewed by a co-author.

Print Guide

Author can generate a pdf file containing content from all nodes of the guide.

Multilingual Guides

Create guides in a single language and support customers in multiple languages through XLIFF export and import.

Scores for Quiz, Surveys & Lead Qualification

Assign (positive or negative) scores with each user response node. Automatically calculate total score for customer interaction path traversed.

Data Driven Sort Order

Usage data driven dynamically re-ordered user responses. The most popular user response automatically appears as the first option, in User View

Agent Feedback Ticketing System

Built in ticketing system to track context sensitive feedback, provided by call center agents traversing through a customer interaction pathway.

Using Yonyx Guides

Internal Use by Agents

Agents use the guides from a stand-alone landing page, or integrated within their CRM system via Yonyx Data Connector.

External Use by Customers

Customers performing self service go through these guides interactively, embedded within knowledge base articles.

Administering Yonyx Guides

Lines of Business & Catalogs

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

Manage Guides

Publish/Unpublish guides to an LOB. Set co-authors. Export/Import guides for translation. Lock, Unlock, Archive, Print and View guides.

Manage Users

Add Agents, Authors or Admins. Grant rights to users. Reset user’s password. Disable or re-enable users.

Manage Commands

Define forms with text boxes, notes, drop-downs options, check-box lists, date, time or number fields to add to guidance steps.

Manage Placeholders

Yonyx Placeholders are objects that store values. Set values of placeholders via forms, data connector integration with CRMs or within nodes.

Manage Metrics

Admins can create custom metrics that are inserted in nodes to measure number of visits or drop-offs at such nodes.

Manage Tags

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

Analytics and Reports

Weekly Insights for Administrators

Email showing usage during the preceding week – page views, incidents, nodes, users, authoring activity, compliments received etc.

Cumulative Traversal Analytics

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

Guide Activity

A sorted view of the most popular decision trees amongst users in a date range, along with values for user defined metrics.

User Activity

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

Line of Business Acitivty

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

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.

Tag Search Activity

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

Detailed Incidents Report

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

Catalog Activity Report

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

Integrations

REST APIs

Enable other programs (CRMs, Websites, Mobile Apps etc.) to access guide content, send feedback to authors, manage users and access analytics.

Javascript APIs

Yonyx Javascript APIs enable other programs (CRMs, Websites, Mobile Apps etc.) to communicate with embedded Yonyx guides.

Single Sign On (SSO)

Integrate with Active Directory, Azure, OKTA or your favorite identity provider (idP). Increase security, reduce user management stress!

Data Connector

Read and write data from CRM fields to display / update information in individual guidance steps.

Web Services Support

Call 3rd party web-services from individual guidance steps. Pass parameters and receive values from 3rd party platforms.

Custom Commands

Custom Commands are inserted in guidance steps to enable bidirectional data communication with enterprise apps using APIs.

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