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... And some info about Google Analytics.
USING CXP HOTSPOT ANALYTICS
The CXP Analytics StoryPortfolio Overview
CXP Analyzer
GoogleAnalytics
Hotspot Analytics
Portfolio Overview
• Full fledged reporting and analysis suite
• Cross-channel usage & performance analysis
• Ad-hoc analysis & scheduled reporting
• Based on Business Intelligence platforms and CXP Infostore data
CXP Analyzer
The CXP Analytics Story
Target groups:• Business• Developers• Operators
Portfolio Overview
• Pre-configured for CXP Mobile Web apps
• Adds Web-specific stats on• Region
(country/state/city)• Mobile Devices &
Browsers• Traffic Sources
Google Analytics
The CXP Analytics Story
Target groups:• Business• Web Developers
Portfolio Overview
• Actionable Insight in CXP Developer based onstatistical data from Infostore
• Cross-channel reporting on service usage and performance
Hotspot Analytics
The CXP Analytics Story
Target group:• Developers
Actionable Insight for Developers
HOTSPOT ANALYTICS
Actionable Insight for Developers
Problem:• Developers often don’t have access to the BI
platform.• Or, they don’t see reporting as part of their job.
Solution:• Provide Actionable
Analytics right withintheir developmentenvironment!
Hotspot Analytics
Analytics in CXP Developer
Analytics in CXP Developer
Analytics in CXP Developer
Production Metrics
rightin the IDE
HighlightingInput states
with usability problems
AvailabilityHotspot Analytics
• First introduced with VoiceObjects 12
• Available on premise (VO 12, CXP 13) and in hosting (VO 12 and CXP 13 on Demand)
12
ProductionDevelopment
Metadata
Infostore
CXP Server CXP
Server
Metadata
Create Applications in Development Environment(Metadata Connection)
Fetch Usage Data from Production
Environment (Infostore Connection)
Hotspot DB
Tables
Data That Matters
Hotspot AnalyticsGet Started – Service Manager in CXP Commander
14
Infostore
Hotspot DB
Tables
2 Setup Options for Hotspot DB TablesData That Matters
Hotspot Analytics Setup Option
Dynamic DB Views
Tables (Oracle: ‘materialized views’)
Best for … Dev/test systems
Production systems
Data Access
Real-time data Historical data (e.g. updated daily)
Aggregation
Data aggregation on the fly
Pre-aggregated data
Respone Time
Depends on Call volume
Very quick
Setup in VOD (Hosting)
Staging Env. Production Env.
Where do Users Struggle?Input States Stats on ASR Performance
In-depth info
in tooltip
Input States where users struggle are
highlighted
Business Task Completion RatesBusiness Tasks with
sub-average performance
are highlighted
Drill-down by failure type
Success Rate
Duration and interaction count
Do Users Achieve Their Goals?
Back-end Systems Work OK?Back-end response times and error rates
Back-end: Success rates and response
times
How Do Callers Navigate?Menu Selections
Selection rate (absolute and
relative)
Customer Segmentation?Layer State Frequency Stats
62.73% New Callers
Trend Analysis
• Has service performance improved?• Compare Data from current
deployment with previous deployment• Compare Last 7 days (“Recent”) with
data from entire service life time (“Total Time”)
Is It Getting Better?
Current - (Previous)39.58% - (27.76%)
Absolute vs. Relative Ranking
• Relative Ranking
• 4th and 3rd Quartiles
• Absolute Ranking
• Compare metrics to predefined SLAs for key metrics
SLAs
LIVE DEMO
23
Hotspot Analytics
Digging deeper into the Web Channel
GOOGLE ANALYTICS
Reporting on the Mobile Web Channel
Why add Google Analytics to the Mix?
• CXP Infostore captures cross-channel data about user navigation & experience
• But it doesn’t capture web-specific data such as …
• Browser and Device Types• Demographic / Regional Information• Traffic Sources
Browser InfoGoogle Analytics
Google AnalyticsDevice Info
Location InfoGoogle Analytics
How Does It Work?Google Analytics
29
CXP Server
Secure Web Proxy
HTML5 (via http)
Fetch Content
Google Analytics
Server
Internet
Internet
How Does It Work?Google Analytics
30
Google Analytics
Server
http://ww
w.google-
analytics.com/ga.js
Log Data
CXP Server
Secure Web Proxy
HTML5 (via http)
Fetch Content
Internet
Internet
Google Analytics
• GAWeb*.xml RenderTemplate snippets imported by all web based render templates
• GAWebJQ*.xml for jQueryMobile
• GAWebXHTML.xml for all others
• Is imported only if Google Analytics Web Property ID is defined
Behind the Scenes
Object Level Integration w/CXPGoogle Analytics
Input States and ModulesGoogle Analytics
Business TasksGoogle Analytics
Setup at Google
• Register with http://www.google.com/analytics/ and get a Google Analytics Web Property ID, e.g. “UA-906495043-1”
Google Analytics Setup
Setup in CXP
• Provide your Google Analytics Web Property ID in the Service object (Logging Parameters)
Google Analytics Setup
CXP Analytics tools for Developers
• Use the full power of CXP Analyzer for in-depth analysis of system and service performance and user experience
• Use Hotspot Analytics on a day-to-day basis to stay abreast of performance and usage trends
• Use Google Analytics to gain additional insight into usage of mobile web services powered by Voxeo CXP
CXP Developers!
Wrapping up
37