The Gyst Advanced CX Analytics reports show, with a very high degree of accuracy and resolution, how well your customers perform at every point in the interaction dialog.
A copy of the Advanced CX Analytics Report is shown below, with a description of the various reporting categories and values provided below the figure.
The Advanced CX Analytics Report is a single, comprehensive voice application performance report that summarizes the overall performance enhancements Gyst achieves in the voice application. This report is updated internal to the Gyst Server on a per Gyst Session basis and logged to a new Advanced CX Analytics Report at least every day.
The data Gyst tracks on session performance, Gyst Node interaction, user errors and so forth is updated according to the Reporting Cycle as specified in the Gyst Configuration File.The reports are in csv and txt format and named with a date tag as follows:
Any time the Gyst Server is reset in a given day, a new version of that day's report is generated and named via the NN tag as 01, 02, etc.
The report sections are segregated as follows:
1. SERVICE CONFIGURATION SETTINGS
This section of the report indicates the overall operating parameters for the Gyst Service running on the local Gyst Server. The Gyst Server is a Windows Server 2022 Datacenter instance running Microsoft IIS on either an Amazon AWS EC2 instance, a Microsoft Azure Virtual Machine, or a Google Cloud Virtual Machine. This instance or VM can be hosted in the customers account if required. A dedicated DNS subdomain similar to https://gyst-server-azure-vmXXX is assigned to each client as part of the subscription fulfillment process.
2. CX OPTIMIZATION RESULTS (STANDARD)
This section of the report summarizes the performance Gyst achieves in optimizing the client voice application. Importantly, the Average CX Score is a particularly valuable report value. This indicates the overall friction customers experience in the voice application as measured via Gyst's audio speed adjustments, response timeout extensions, user input errors, and other factors. Adjsutments are made by the Gyst algorithms until this number is at an optimum level.
3. CX OPTIMIZATION RESULTS (ADVANCED)
This section of the report summarizes the performance gains achieved via Gyst's advanced features. See here for additional details on these features and how they further optimize voice application performance.
4. AUDIO ADJUSTMENT ACTIVITY
This section of the report summarizes the frequency of audio playback speed adjustment achieved in the aggregate by the overall calling population. This is helpful for determining what levels work best for the majority of callers. Audio playback speeds can then be optimized for maximum efficiency gains via Gyst.
5. SESSION ACTIVITY
This section of the report provides a summary of the the number of sessions completed, the number of user errors encountered, and the number of sessions with Novice, or the lowest user skill level, encountered in the voice application.
6. TRACKED SESSION ACTIVITY
This section of the report provides detailed analysis for specific Gyst Node patterns that may be of interest or high value to the enterprise. This is helpful for determining call volumes and CX optimization through call flow paths of particular interest to customer service, management, marketing, and sales.
7. ADVANCED NODE ANALYSIS
This section of the report shows a detailed analysis of all Gyst Nodes in the voice application. Gyst uses proven algorithms, machine learning, and aggregate caller skills to determine the navigability of each Gyst Node. Separate Difficulty Indices are provided for Speech and DTMF along with other useful insights into customer behavior in the voice channel.