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

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

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

An unpublished guide can be archived and an archived guide can be restored.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

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

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

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

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

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.

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

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

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

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

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

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

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

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

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

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

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

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

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

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.

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

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.

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.