Every Yonyx interactive decision tree (also known as a Dynamic Call Script or a Yonyx Guide) consists of a network of guidance steps (referred to as “steps”) and user responses (referred to as “responses”). Each guidance step and its following user responses are together called a guidance family.
When an Author starts editing a Yonyx Dynamic Call Script, it appears in collapsed view by default. There are following ways to expand each Yonyx Guide:
1. Expand on the Fly: Click on any user response in the Interactive View. This causes the Yonyx Guide to expand in Map View, one guidance family at a time – along the chosen path.
2. Expand by clicking on the + signs: Click on the + sign in Map View. This expands the Yonyx Dynamic Call Script, one guidance family at a time, along the chosen path.
3. Expand a path: Click on any guidance step or user response node. Now click on the Expand Path button, or press the letter “x” on your keyboard. This will expand an entire path following the selected node of the Yonyx Dynamic Call Script.
4. Expand the entire guide: Click on the root guidance step. Now click on the Expand Guide button, or press the letter “x” on your keyboard. This will expand the entire Yonyx Dynamic Call Script.
Please be aware that once you’ve expanded the guide, you have the option to search for a node within the Yonyx Map View. The search functionality is limited to the expanded section of the guide.
Utilizing the Yonyx Platform, dynamic call scripts are crafted to direct call center agents in adhering to uniform customer interaction procedures. These Yonyx Guides possess the capability to access and modify data within enterprise systems, collect information through embedded forms, execute mathematical operations on this data, and furnish valuable analytical data to assist business analysts in evaluating the effectiveness of each call script and making enhancements as needed.
The Yonyx platform finds application across various industries, boasting numerous decision tree examples in each sector, including Manufactured Goods, Engineering, Insurance, Mortgage, Tort Law, and Education, among others. Customers can choose to employ Yonyx’s interactive decision trees as independent tools or effortlessly integrate them into Dialers or CRM systems such as Salesforce, Zendesk, or ZOHO.
