Decision Tree Maker

What is a decision tree maker?

A decision tree maker is a software tool that helps authors make a decision tree for visualizing customer interactions as interconnected pathways of branching nodes. Each node can incorporate embedded call scripts, images, videos, or customizable forms. These decision trees assist call center agents in adhering to step-by-step processes during customer interactions thereby improving consistency and outcomes across the team. The applications for these decision trees are varied, including customer service, technical support, troubleshooting, lead generation, and sales enablement. Decision tree maker tools are also known as dynamic call scripting platforms. In addition to use for call center automation, these decision trees are also used for customer self service.

Yonyx Interactive Decision Tree map view

Every call center strives for uniform service by instructing agents to adhere to standard operating procedures (SOPs) for each business process. Nevertheless, due to attrition, challenge of retaining training knowledge, and difficulty of navigating through information presented in knowledge base articles – Agents often veer off course, not handling customer objections correctly, escalating issues unnecessarily or awaiting a team leader’s availability for consultation. Consequently, this deviation from standards results in reduced revenue per Agent, longer average handle times (AHT), diminished customer satisfaction (CSAT), and lower first call resolution (FCR) rates. Decision tree examples across industries demonstrate solutions to these problems.

Why is a Decision Tree Maker required?

As business processes grow in complexity, traditional flowcharting tools like Visio, or knowledge base articles, become increasingly inadequate for creating and navigating standard operating procedures (SOP). To effectively navigate through intricate business processes, interactive decision trees are necessary. In such cases, specialized Decision Tree Maker software programs are essential tools.

What is a decision tree maker?

A decision tree maker offers an intuitive authoring interface tailored for subject matter experts (Authors) to create decision trees effortlessly. It streamlines the Author’s tasks, enabling the creation of intricate decision trees that would otherwise be challenging to create without such a tool. This article outlines key features to consider when selecting a decision tree maker.

Important features to look for in a Decision Tree Maker

A tool used for creating decision trees should support the following functionality:

1. User Friendly Interface for the Decision Tree Maker

Once decision trees surpass a few dozen nodes, they resemble a tangled mess. The crucial aspect of a decision tree maker therefore lies in its user-friendliness.

1.1 Automated Decision Tree Diagram Generation:

The tool should automatically generate the decision tree diagram as the author adds decision tree nodes (guidance steps or user responses) individually. It should eliminate the need for the author to manually arrange the layout by dragging and dropping nodes, which can be error prone and consume significant time, particularly as the decision tree grows in complexity. This ensures the author can focus on adding business process knowledge to the tree without the distraction of manually adjusting the layout of the decision tree.

Automated Decision Tree diagram generation

1.2 Synchronized Map View and Interactive View:

A guidance step node includes multimedia content like text, images, videos, hyperlinks, or embedded forms. A user response node offers choices for users to select pathways among multiple branches in the decision tree. The decision tree maker should show two synchronized views – Map View and Interactive View. The Map View displays connections between guidance step nodes and user response nodes in a flowchart style diagram. The Interactive View shows multimedia content for the selected guidance step. This synchronization between the Map View and Interactive View facilitates easy navigation for authors while editing or expanding the decision tree.

Introduction to a decision tree maker

1.3 Enforce rules governing interconnection of Nodes:

A decision tree is an interconnection of two types of decision nodes – guidance steps and user responses. The tool should provide an easy to use interface for creating an interconnection of nodes to form a decision tree. Each guidance step is followed by one or multiple user response nodes. Each user response node is connected to a guidance step. While multiple user response nodes may be connected to the same guidance step node – each user response node is connected to only one guidance step.

Decision tree maker should enforce node interconnection rules

1.4 Keyboard Shortcuts:

A graphical user interface allowing decision tree editing via mouse clicks is desirable. However, it’s crucial for the decision tree maker to provide keyboard shortcuts for common functions. These shortcuts enhance efficiency, especially for authors becoming power users over time. These functions include adding, editing, and deleting nodes, connecting and disconnecting nodes, copying and pasting nodes, saving or abandoning changes to nodes, and expanding the decision tree.

Decision Tree Maker tools should support keyboard shortcuts

Keyboard Shortcuts for Authors

‘e’ = Edit node
‘a’ = Add node
‘d’ = Delete node
‘c’ = Copy node
‘v’ = Paste node
‘q’ = Connect
‘w’ = Connect Here
‘r’ = Disconnect
‘x’ = Expand
‘y’ = Add ‘Yes/No’ User Responses
‘escape’ = Select/Deselect node
Arrow Keys: When a node is selected, keyboard arrow keys can select related nodes. ‘Right Arrow’ = Select node to the right. ‘Left Arrow’ = Select node to the left. ‘Up/Down Arrow’ = Select User Response siblings.

1.5 Keyboard Navigation to avoid using scroll bars:

Navigating through a fully expanded decision tree with hundreds of nodes can become challenging using traditional horizontal and vertical scroll bars. A decision tree maker tool should offer a managed navigation solution, allowing users to scroll through the tree one node at a time in both horizontal and vertical directions.

Decision tree maker tools should support navigation using arrow keys.

Managed Navigation for Authors: Keyboard arrow keys navigate across the decision tree one node at a time.

1.6 Search across Decision Tree:

Being able to search across a decision tree is a crucial feature for a Decision Tree Maker tool. It helps authors locate specific nodes quickly. Authors may search for nodes containing particular text fragments or search for nodes by node type, such as leaf nodes, orphan nodes, nodes with images, or nodes with logic conditions.

A decision tree maker should support multiple search criteria to find matching nodes.

Search Criteria in Yonyx Map View:

  • Search across all nodes by text fragment
  • Confined search for text fragment across title, body, question, notes sections of all nodes
  • Search across all nodes containing flags of a chosen color
  • Search across guidance step nodes containing Images
  • Search across guidance step nodes containing Videos
  • Search across guidance step nodes containing Hyperlinks
  • Search across guidance step nodes displaying Placeholder values
  • Search across guidance step nodes containing Embedded Forms
  • Search across guidance step nodes containing Placeholder Functions
  • Search across guidance step nodes containing API Functions
  • Search across guidance step nodes containing Handoff to a Child decision tree
  • Search across guidance step nodes with “Return to Parent” checked.
  • Search across response nodes with non-zero scores
  • Search across response nodes with placeholder logic conditions
  • Search across nodes containing user defined metrics
  • Search across response nodes set with fixed sort order
  • Search across response nodes that are hidden from user view
  • Yonyx Map View has evolved to allow Authors to search across their decision trees by multiple search criteria. Learn more about the powerful search criteria available in Yonyx Map View.

1.7 Determine order of user response nodes:

A decision tree maker should facilitate the sorting of response nodes following a guidance step, allowing them to be arranged either by popularity sort order or a predetermined fixed sort order. The popularity sort order ought to be determined by the frequency with which a response node was selected by users during a preceding period.

Popularity sort order for response nodes in a Decision Tree Maker

Additionally, the tool should provide authors with the capability to rearrange the fixed order response nodes within the decision tree diagram view, supporting:

  • Alphabetical sort order
  • Custom sort order
Decision Tree Makers also support Fixed Sort Order for response nodes.

1.8 A/B Testing:

Sales enablement specialists and other subject matter experts who develop decision trees for large call centers frequently seek to assess the efficacy of different variations of a node to identify the most effective option. To facilitate this process, a decision tree maker tool should offer a simple method by allocating one variation of the node to a subset of agents and another variation to another subset, allowing for comparative analysis. This capability proves beneficial in various scenarios.

  • Assessing language effectiveness: This feature enables testing for testing different language approaches to address customer objections.
  • Optimizing troubleshooting steps: It facilitates evaluating the effectiveness of troubleshooting steps within a decision tree, crucial for determining the optimal sequence for presenting these steps.
  • Refining value proposition: It enables measuring the impact of nodes explaining the value proposition of a product, by experimenting with various versions, thereby enhancing the overall effectiveness of sales and marketing efforts.
A Decision Tree Maker tool should support A/B testing of nodes.

Support for A/B Testing: Yonyx provides support for this via a random number generator system placeholder. By simply setting logic conditions Authors can add A/B testing to divert user traffic towards any number of variations of a node.

1.9 Hide Decision Tree Pathways from users:

A decision tree designed for a complex business process may have hundreds, if not thousands, of nodes. In some cases, authors may need to make incremental adjustments to a decision tree that is actively utilized by a large team of call center agents. These modifications might entail altering the content of certain nodes as well as adjusting the structure (interconnection of nodes) of the tree itself.

A Decision tree maker should have the capability to hide certain pathways from the user's view. This feature enables the author to continue refining the tree without exposing unfinished pathways to users, activating them only when they are fully prepared.

A decision tree maker should facilitate such changes to a decision tree in active use. One method to achieve this is by allowing authors to create a new alternate subtree, initiated from a duplicated response node. To prevent user traffic from being directed towards this incomplete (under construction) subtree, it should be feasible to designate its initial response node as hidden.

1.10 Copy/Paste Nodes

Copying and pasting decision tree nodes enhances author efficiency, particularly when slight variations of nodes are necessary in different pathways of the tree. A decision tree maker should support copy and pasting of nodes within a decision tree and across decision trees. Copy paste should not only duplicate the content of the node, but all the properties associated with it – namely any logic conditions, placeholder values being set, any embedded forms etc.

Decision tree maker tools support copy / paste of nodes to help improve author productivity.

1.11 Author can add notes to self:

Authors should have the capability to utilize the decision tree maker to attach personal notes to any node within the decision tree. These notes should remain invisible to users of the decision tree, even if it is actively being used by call center agents or end users engaging in customer self-service.

A decision tree maker should allow authors to add notes to any node.

2. Rich Content Editor for the Decision Tree Maker

A decision tree maker ought to include a comprehensive content editor. Listed below are the features supported by the Yonyx content editor.

2.1 Text Styles

Multiple text styles are employed within call scripts at each guidance step of a decision tree to differentiate between language intended for an agent to read out to the customer vs internal guidance meant for the agent’s reference. A decision tree maker should offer support for various text styles, encompassing different fonts and colors, to accommodate such distinctions.

Yonyx rich content editor supports multiple text styles.

In HTML editors, hyperlinks can be hidden behind plain text, but authors may sometimes wish to emphasize certain links. A decision tree maker should offer diverse button styles to enhance the visibility of such hyperlinks.

Yonyx rich content editor supports button styles for hyperlinks.

2.3 Badges

Badges are used to draw attention to parts of a message contained in a guidance step. A badge may be used to show notification or highlight some new information.

Yonyx rich content editor supports badge style to allow authors to draw attention to parts of call script.

2.4 Code Blocks

Code block style is used to present code snippets, troubleshooting instructions, or commands and scripts for users to follow. To facilitate the creation of user-friendly troubleshooting decision trees, a decision tree maker should incorporate support for this style.

Yonyx rich content editor supports code block styles to enable authors to emphasize technical instructions for technical support agents to follow.

2.5 Quotes Support

Quotation styles in HTML are used to visually distinguish quoted text from the rest of the content. This helps improve readability and comprehension for users by clearly indicating when a particular text is a quotation. A decision tree maker should support this style – especially for customer self service trees.

Yonyx rich content editor supports Quotation marks.

2.6 Adjustable Line Heights

Depending on factors such as font size, style, and text volume, the default line height may not always ensure optimal readability. Therefore, the ability to adjust line height is a crucial feature of a decision tree maker, allowing for adequate spacing of text to enhance readability. Additionally, adjusting line height enables authors to create visually appealing layouts by balancing the spacing between lines.

Yonyx rich content editor supports adjustable line heights.

In cases where decision tree content is intended for users with visual impairments or dyslexia, increased line height may be necessary to enhance legibility and readability. This adjustment contributes to improved accessibility.

2.7 Drop Cap Style

Drop-cap style is used in formatting text to enhance the visual appeal and readability of the content. It involves enlarging the initial letter of a paragraph and allowing it to drop down multiple lines, typically occupying more than one line of text.

Yonyx rich content editor supports drop cap style.

Drop caps are often employed at the beginning of a chapter or section in books, magazines, or web articles to draw attention to the start of the text and create a decorative or elegant appearance.

2.8 Borders for Text and Images

Borders around text serve various purposes, including visual separation, emphasis, organization, aesthetics, and accessibility.

  • Visual Separation: Borders help visually separate text from surrounding content, making it stand out and easier to identify.
  • Emphasis: Adding borders around text can draw attention to specific information or highlight important points within a document.
  • Organization: Borders can be used to delineate different sections or elements within a webpage, providing structure and improving overall readability.
  • Aesthetics: Borders can enhance the visual appeal of text by adding a decorative element or contributing to the overall design scheme of a webpage.
  • Accessibility: In some cases, borders around text can improve accessibility by providing clear visual cues and improving readability for users with visual impairments or cognitive disabilities.

2.9 Padding and Shadow Effects

Padding and shadow effects are used to enhance the visual appeal, readability, and emphasis of text in guidance step nodes.

  • Spacing and Alignment: Padding allows authors to control the spacing between the text and borders, improving alignment and overall layout.
  • Visual Appeal: Shadow effects add depth and dimension to text, enhancing its visual appeal and making it stand out on the page. Shadows can create a sense of depth, making text appear more dynamic and engaging.
  • Emphasis: Both padding and shadow effects can be used to emphasize text by drawing attention to it. Padding can create a sense of importance or urgency by giving text more room to breathe, while shadows can make text appear more prominent and eye-catching.

2.10 Add Images & Animated GIFs

As the saying goes, “A picture paints a thousand words.” When utilizing a decision tree maker to create troubleshooting guides or instructional trees for agents on using internal applications or devices, the inclusion of images becomes crucial.

Images are powerful tools for conveying information, whether it’s depicting the location of status lights on a device to troubleshoot issues or providing a screenshot of an application to guide agents on where to click for specific actions. Hence, it is vital to possess the capability to insert images into individual nodes within decision trees.

2.11 Add Videos

Troubleshooting decision trees often benefit from embedded videos in individual guidance steps – especially for trees used by end users for customer self service. Such videos may be hosted at popular platforms like youtube or vimeo

2.12 Add Emojis and Symbols

Emojis and symbols enrich text by adding expressiveness, visual appeal, conciseness, cultural context, and accessibility. They enhance communication and engagement, making text more dynamic and engaging for readers.

  • Expressiveness: Emojis add emotional context to text, allowing authors to convey feelings, tone, or reactions that might be difficult to express with words alone.
  • Visual Appeal: Emojis and symbols can make text visually appealing by adding color, contrast, and interest. They break up blocks of text, making it easier to read and more engaging for the user.
  • Conciseness: Emojis and symbols can help convey complex ideas or concepts in a concise and efficient manner. For example, a checkmark emoji can indicate approval or completion, while a heart emoji can signify love or affection.
  • Cultural Context: Emojis and symbols often carry cultural significance or context, allowing authors to communicate more effectively with readers from diverse backgrounds.

2.13 Add Tables

Tables are essential in decision tree nodes for organizing, comparing, and presenting information in a structured and easy to read manner, ultimately facilitating effective decision-making. In addition to these, a table is a convenient format for summarizing information captured / updated along the journey through a decision tree. A decision tree maker should provide a way for Authors to create and include tables in guidance steps.

2.14 Full Screen and Context View

When creating content for a guidance step, authors often need additional screen space. Therefore, the decision tree maker should provide two editor views: a context view and a full-screen view. The context view allows authors to see the selected node in Map view while editing it in interactive view. Additionally, the full-screen mode allows authors to utilize the entire screen space for viewing and editing the guidance step.

2.15 HTML View

Authors should have the capability to view the HTML code for the content of each guidance step. This feature enables authors familiar with HTML to make incremental formatting adjustments to the content. For instance, when copying and pasting content from Microsoft Word or other editors, additional HTML tags may distort the formatting of the content in a guidance step node. In such cases, authors skilled in HTML can utilize the HTML code view to make necessary corrections. Additionally, this view is beneficial for obtaining the HTML representation of formatted content, such as a legal disclaimer language, and assigning it to a placeholder.

2.16 Callout Templates

A callout message is typically placed at the top or bottom of a page to alert the user to something noteworthy, such as tips, discounts, required actions, or other important information. For example, in a sales call script, callouts may be utilized to communicate internal details to the agent, distinct from the actual script they are supposed to follow. Similarly, in a technical support guide, callout messages could direct agents to consult information within internal applications.

2.17 Image Cards

Image cards serve as a convenient template for guidance step content centered around images. Whether displaying one, two, or multiple images along with descriptions, an image card offers a formatted template that presents such content in an aesthetically pleasing layout. Authors can easily replace the template images with their own, making image cards ideal for showcasing before-and-after images, such as demonstrating an object that was broken and subsequently fixed.

2.18 AI Assistance

AI Assist is a functionality designed to aid authors in composing the language for guidance step content. For instance, if authors outline points for a call script but require assistance in crafting the appropriate language, or seek to add excitement, professionalism, or confidence into their language, AI Assist can provide valuable support for these tasks.

3. Sub-Process Support in Decision Tree Maker

The decision tree maker should enable hierarchical decision trees, allowing authors to create “child” trees that can be seamlessly handed off from a guidance step within a “parent” tree. When a user encounters a step labeled “Return to Parent” in the child tree, they smoothly transition back to the parent tree, continuing the journey from the exact step where the handoff occurred. All variables (placeholder values) established in the parent tree are transmitted to the child tree, and any updated placeholder values in the child tree are passed back to the parent tree upon return.

4. Variables Support in Decision Tree Maker

4.1 User Defined Placeholders

A user-defined placeholder serves as a variable capable of storing various types of data, such as names, dates, phone numbers, addresses, or even entire HTML pages. A decision tree maker should offer flexible options for setting placeholder values, including:

  • Setting placeholder value within a decision tree node (Guidance step or User response node)
  • Capturing value into a placeholder from an embedded form
  • Setting the value of a placeholder via an API method.
  • Setting value of a placeholder, from another user-defined (or system) placeholder.
  • Passing placeholder values via URL parameters.

4.2 System Placeholders

System placeholders are predefined variables that store specific types of data or information related to the user’s interaction with the decision tree. These placeholders are automatically populated or updated based on certain system events or user actions within the decision tree. System placeholders can include variables such as:

sys-ynx-date: Current date. Eg: YYYY-MM-DD
sys-ynx-datetime: Current date and timestamp. Eg: YYYY-MM-DD HH:mm:ss
sys-ynx-day-of-month: Numeric day of the month (1, 2, 3, to end of month).
sys-ynx-day-of-week: Numeric day of the week (1 = Monday, …, 7 = Sunday).
sys-ynx-day-of-year: Numeric day of the year (1, 2, 3, to end of year).
sys-ynx-month: Numeric month of the year (1, 2, 3, … , 12).
sys-ynx-quarter: Numeric quarter of the year (1, 2, 3, or 4).
sys-ynx-random-number: Random number between 1 to 10. This value will be different every time it is called in different steps of the same incident. If you need this value to persist across steps, save it in a user-defined placeholder.
sys-ynx-total-score: Total score of the current incident.
sys-ynx-transcript: Simple text summary of the current incident. Used only in the body section for printing purposes.
sys-ynx-transcript-html: HTML formatted summary of the current incident. Used only in body for printing purposes.
sys-ynx-user-email: Currently logged in user’s email address.
sys-ynx-user-name: Currently logged in user’s full name
sys-ynx-week-of-month: Numeric week of the month (1, 2, 3, 4, or 5).
sys-ynx-week-of-year: Numeric week of the year (1, 2, 3, … , 52).
sys-ynx-year: Current year

5. Calculations using Variables

5.1 Math Functions

Math functions refer to predefined mathematical operations that can be performed within decision tree nodes on placeholder values. These functions enable users to perform calculations or manipulate numerical data directly within the decision tree content. Users can utilize these math functions to perform calculations, manipulate numerical data, or dynamically generate values based on user inputs or system variables within the decision tree. Some common math functions supported by Yonyx decision tree maker include:

  • Abs – Returns the unsigned absolute value of the given number.
  • Ceil – Returns the smallest integer greater than or equal to the given number.
  • Divide – Divides a numerator by a denominator.
  • Floor – Returns the largest integer less than or equal to the given number.
  • Max – Returns the maximum value from the given list of numbers.
  • Min – Returns the minimum value from the given list of numbers.
  • Modulo – Returns the remainder after the numerator is divided by the denominator.
  • Multiply – Returns the product by multiplying all the given numbers.
  • Sum – Returns a sum total of all the given numbers.

5.2 String Functions

String functions are predefined operations that manipulate textual data within decision tree nodes. These functions enable users to perform various operations on strings, such as concatenation, substring extraction, case conversion, and pattern matching. These string functions provide users with powerful tools for manipulating and transforming textual data within decision tree nodes. Some common string functions include with the Yonyx decision tree maker are:

  • Concatenate – Returns the concatenation of all the given strings.
  • Find in string – Returns the index (position) within this string of the first occurrence of the specified substring.
  • Length of string – Returns the length of the given string.
  • Lower – Converts all characters of the given string to lowercase.
  • Replace – Replaces each occurrence of the search-string in the given string with the replacement-string.
  • Substring – Returns a fragment of the given string starting from the start position (inclusive) to the specified length.
  • Trim – Removes space characters before and after the given string.
  • Upper – Converts all characters of the given string to uppercase.

5.3 Date Functions

Date functions are predefined operations that manipulate date and time data within decision tree nodes. These functions enable users to perform various operations on dates, such as formatting, calculation, and extraction within decision tree nodes. Yonyx decision tree maker supports the following functions:

Add date – Returns the date by adding the specified quantity of unit (year/month/day) to it.
Age – Returns a numeric value that represents the number of full years, full months, and full days between the current timestamp and the given date.
Convert Date Time – Converts the given date or time from one format to another.
Date part – Extracts the specified part of a given date.
Duration – Returns the difference between 2 dates in years, months, and days.
Subtract date – Returns the date by subtracting the specified quantity of unit (year/month/day) from it.
Time part – Extracts the specified part of a given time.
Time of day – Greeting – Generates time-of-day part of a greeting. Eg. Good ‘morning’, Good ‘afternoon’, or Good ‘evening’.

5.4 List Functions

List functions refer to predefined operations that manipulate lists or arrays of data within decision tree nodes. These list functions provide users with powerful tools for managing and manipulating lists of data within decision tree nodes. Some common list functions that should be included in decision tree maker tools include:

  • Add to List – Adds an item to the list at the specified index (position).
  • Common in lists – Produces a list consisting of common items from multiple lists. Think of this as an intersection of multiple lists.
  • Find in list – Returns the index (position) within this list of the first occurrence of the search-item.
  • Length of list – Returns the total number of items in the given list.
  • Remove from list – Removes an item of the list from the specified index (position).
  • String to array – Splits the string by the specified delimiter, wraps each individual split element with prefix and suffix, and finally joins them back into a single string to produce an array representation of the string.
  • String to list – Splits the string by the specified delimiter and joins them back to produce a string that is compatible with Checkbox List control for Yonyx data capture commands.
  • Unique in lists – Produces a list consisting of unique items from multiple lists. Think of this as a union of multiple lists.

5.5 Format Functions

6. Logic Conditions Support

Auto-traverse conditions are pre-established criteria or rules dictating when the decision tree advances to the next node without user intervention. These conditions rely on meeting specific logic criteria, often based on placeholder values established before the user reaches a node with such conditions. By reducing user input requirements, they streamline decision tree interactions, promoting efficiency and seamless navigation through the content. Below is a sample of logic conditions that a decision tree maker like Yonyx offers:

  1. Auto-traverse if the value of a placeholder meets the condition specified using absolute value.
    • E.g. model-number “Begins With” ABC
  2. Auto-traverse if the value of a placeholder meets a condition specified using another user-defined placeholder.
    • E.g. user-browser “Is One Of These” supported-browsers
  3. Auto-traverse if the value of a placeholder meets a condition specified using another system placeholder
    • R.g. sys-ynx-total-score “Is Greater Than” passing-score.

Such logic conditions may consist of:

  • Is Equal To / Is Not Equal To – Checks if the Command Return Value is equal/not equal to the value you provide.
  • Contains / Does Not Contain – Checks if the Command Return Value contains / does not contain the value you provide.
  • Begins With / Ends With – Checks if the Command Return Value begins / ends with the value you provide.
  • Is One Of These / Is None Of These – Checks if the Command Return Value is one of / none of the multiple comma separated values you provide.
  • Is Less Than / Is Greater Than – Checks if the (number/date/time) returned by the Command is lesser / greater than the (number/date/time) you provide. [Supported formats – Date = YYYY-MM-DD example: 2021-01-25.] [Time = HH:MM example: 18:30.]
  • Is Between – Checks if the (number/date/time) returned by the Command is between the comma separated start,end (numbers/dates/times) you provide. This check is inclusive of the actual start and end numbers. Eg. If you provided 1,5, then the numbers 1 through 5 will pass this condition.

7. Embedded Forms

Embedded forms are integrated directly within decision tree nodes, enabling users to gather data, input details, or make choices without exiting the decision tree interface. These forms are tailored to incorporate a range of input options, including text fields, drop down menus, check boxes, radio buttons, and date pickers. Users have the flexibility to specify validation rules, default values, and mark data capture elements as required or optional, thereby managing the visual presentation of such forms.

Embedded forms in decision tree maker tools often support various standard data capture components, including:

  • Text Field
  • Text Area Field (Multiline text field)
  • Email
  • Number Field
  • Date Field
  • Time Field
  • Dropdowns List
  • Checkbox
  • Checkboxes List
  • Date/Time
  • Radio button List

8. Scores

The “Score” feature allows authors to assign numerical values or scores to response nodes. These scores can be utilized for customer surveys, quiz results collection, or lead qualification purposes. Auto-traverse logic conditions can then be added based on the cumulative path score, such as distinguishing between hot, warm, and cold leads.

9. Analytics

The “Cumulative Traversal Analytics” feature refers to the capability to track and analyze user interactions and paths through the decision tree over multiple sessions. This feature allows authors to gather data on how users navigate through the decision tree, which paths are most commonly followed, and where users may encounter difficulties or drop off. This feature empowers authors to gain valuable insights into user behavior and decision tree performance, enabling continuous improvement and refinement of the decision tree content and user experience.

Yonyx Platform as a Decision Tree Maker

Whether utilized for call center agents or users engaging in customer self-service, decision trees provide clarity and structure for handling complex business processes. With the aid of decision tree maker tools like Yonyx, creating and managing decision trees becomes a straightforward task, ultimately leading to improved service delivery and customer satisfaction. By integrating decision trees into their workflow, organizations can ensure that every interaction with customers is handled efficiently and effectively, contributing to long-term success and loyalty.

Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree