Yonyx Product Walkthroughs
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Create Guide
A Yonyx guide (often referred to as a decision tree) is a network of two types of nodes – guidance steps & user responses.
Insert Commands
Commands are embedded in any guidance step to display forms (capture), read from or write data to an enterprise database.
Insert Flags
Flags are like breadcrumbs that Authors can insert into any node of a decision tree. They are used while creating or reviewing a guide.
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An unpublished guide can be archived and an archived guide can be restored.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 Images
Images can be inserted in any guidance step and are distributed using CDN (content delivery network) technology for faster access.
Insert Placeholders
Placeholders are variables whose values are looked up from an enterprise database (e.g. customer-name, agent-name, product-model)
Set Manual Sort Order
Popularity based sort is the default behavior for the order in which user responses are displayed at any step. Authors can override that.
Manage Tasks
All feedback provided by Agents appears under “My Tasks”. Authors can mark each task as “Resolved” to track addressal of feedback.
Insert Hyperlinks
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.
Insert Redirects
Special pointer inserted in leaf nodes to direct user to another guide, intermediate guidance step, catalog or landing page.
Map View Search
Authors can search through a decision tree for text, flags, orphans, leaf nodes, hidden paths, redirects, commands or placeholders.
Insert Videos
Authors can embed videos hosted elsewhere (youtube, vimeo or your own hosting etc.) in any guidance step of a decision tree.
Hide Path
Block user traffic through a chosen path in the decision tree (used for major edits to a path and for A/B testing)
Clone Guides
Authors can make a duplicate copy of an entire decision tree. Used for duplicating a template or for making major version updates.
Administration
Manage LOBs and their Catalogs
A Line of Business (LOB) is a database of Yonyx guides. Each LOB supports independent access controls, branding, integrations etc.
Manage Commands
Commands are defined by Admins and inserted in guidance steps for bidirectional data communication with enterprise apps.
Manage Guides
Guides (decision trees) are published to a catalog in an LOB. A guide inherits the characteristics of the LOB it is published to.
Manage Placeholders
Placeholders are variables created by Admins and inserted in guidance steps. These are replaced with values looked up from enterprise apps.
Manage Users
Yonyx Admins can invite users, disable users, grant authoring privileges, assign multiple authors as co-authors on a guide.
Manage Tags
Tags are keywords that Admins associate with guides – e.g. Samsung & Panasonic can be tags associated with “TV Troubleshooting Guide”
Analytics
Weekly Insights for Administrators
Weekly email reports that summarize account usage – page views, incidents, nodes, users, authoring activity, compliments received etc.
Catalog Activity
Combined view of guide usage at a Catalog level. Helps understand usage at a higher level and sort catalog order within a landing page.
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.
Cumulative Traversal Analytics
Visually displays popular pathways within a decision tree and traffic drop-offs. Slice and dice & compare data by date ranges.
Line of Business Activity
Combined view of guide usage across all lines of business. Helps understand usage across LOBs (e.g. internal use vs customer self service)
Tag Search Activity
Yonyx captures tags searched by users & shows tag combinations that resulted in matching decision trees vs those that didn’t.
Guide Activity
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.
Author Activity
Shows number of atomic authoring activities & time spent for each author in a given date range.
User Activity
Shows compliance with following the decision trees across a call center organization. Downloadable report helps identify defaulting individuals.
Incidents
An Incident is one walk-through of a decision tree along any pathway (covering any number of steps). Admins can see all incidents.
Share / Use Guides
Customer Self Service
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.
Internal / Call - Center Use
Yonyx is used in conjunction with various CRM systems to provide interactive guidance for call center / support team members. This helps improve the quality & consistency of service delivered while improving FCR, AHT & CSAT.
API
REST API
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.
Javascript API
Yonyx Javascript APIs enable other programs (CRM systems, Websites, Order Management systems, Mobile Apps etc.) to communicate with embedded Yonyx guides.