2. ... And some info about Google Analytics.
USING CXP
HOTSPOT ANALYTICS

3. The CXP Analytics Story
Portfolio Overview
CXP Analyzer
Google
Analytics
Hotspot
Analytics

4. 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

5. 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

6. Portfolio Overview
• Actionable Insight in CXP Developer based on
statistical data from Infostore
• Cross-channel reporting on service usage and
performance
Hotspot Analytics
The CXP Analytics Story
Target group:
• Developers

7. Actionable Insight for Developers
HOTSPOT ANALYTICS

8. 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 within
their development
environment!
Hotspot Analytics

9. Analytics in CXP Developer

10. Analytics in CXP Developer

11. Analytics in CXP Developer
Production
Metrics right
in the IDE
Highlighting
Input states with
usability problems

12. Availability
Hotspot Analytics
• First introduced with VoiceObjects 12
• Available on premise (VO 12, CXP 13) and
in hosting (VO 12 and CXP 13 on Demand)
12

13. Production
Development
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

14. Hotspot Analytics
Get Started – Service Manager in CXP Commander
14

15. Infostore
Hotspot
DB
Tables
2 Setup Options for Hotspot DB Tables
Data 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
Staging Env. Production Env.

16. Where do Users Struggle?
Input States Stats on ASR Performance
In-depth info
in tooltip
Input States where users
struggle are highlighted

17. Business Task Completion Rates
Business Tasks with
sub-average performance
are highlighted
Drill-down by failure type
Success
Rate
Duration and
interaction count
Do Users Achieve Their Goals?

20. Customer Segmentation?
Layer State Frequency Stats
62.73% New Callers

21. 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%)

22. Absolute vs. Relative Ranking
• Relative Ranking
and Quartiles
• Absolute Ranking
• Compare metrics to
predefined SLAs for
key metrics
SLAs

23. LIVE DEMO
23
Hotspot Analytics

24. Digging deeper into the Web Channel
GOOGLE ANALYTICS

25. 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

26. Browser Info
Google Analytics

27. Google Analytics
Device Info

28. Location Info
Google Analytics

29. How Does It Work?
Google Analytics
29
CXP
Server
Secure Web
Proxy
HTML5
(via http)
Fetch
Content
Google
Analytics
Server
Internet Internet

30. How Does It Work?
Google Analytics
30
Google
Analytics
Server
http://www.google-
analytics.com/ga.js
Log
Data
CXP
Server
Secure Web
Proxy
HTML5
(via http)
Fetch
Content
Internet Internet

31. 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

32. Object Level Integration w/CXP
Google Analytics

33. Input States and Modules
Google Analytics

34. Business Tasks
Google Analytics

35. Setup at Google
• Register with
http://www.google.com/anal
ytics/ and get a Google
Analytics Web Property ID,
e.g. “UA-906495043-1”
Google Analytics Setup

36. Setup in CXP
• Provide your Google Analytics Web Property ID in the
Service object (Logging Parameters)
Google Analytics Setup

37. 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