Features

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.

Improve Trees with AI Assist

Create, Enhance, Rephrase, Condense, or Translate with AI Assistance. Automatically Generate Tree Branches

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.

Data Capture via Embedded 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.

Functions in Tree Nodes

Execute math operations, manipulate lists, format numbers & currency, and perform date calculations.

A/B Testing of Tree Paths

Randomly route a % of traffic to one of multiple branches. Use analytics data for performance evaluation.

Data Exchange via URL Parameters

To integrate decision trees with third-party system, Yonyx supports APIs as well as URL parameters.

Call 3rd Party APIs from Tree Nodes

Exchange data with 3rd party applications via APIs configured in tree nodes. Each tree may read/write from multiple applications.

Agent Feedback for Authors

Workflow to manage Agent Feedback via a built in ticketing system.

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

Print Guide

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

Using Yonyx Guides

Internal Use by Call Center Agents

Agents use the decision trees to follow consistent business processes:

External Use for Customer Self Service

Customers performing self service go through these decision trees interactively:

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 Decision Trees

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 Embedded Forms

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 URL parameters, embedded forms, or API methods.

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 & Management Reports

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.

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 Activty

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

Weekly Insights for Administrators

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

Tag Search Activity

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

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.

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.

Custom Commands

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