Watch the short overview for Gyst Analytics below, or skip right to the technical details here.
Gyst's patented, patent pending, and field-proven algorithms use your existing voice applications no input/no match data, individual and aggregate user skills at navigating the voice application, aggregate user behavior over time and other CX factors to determine the overall effectiveness of your applications - as experienced from your customers perspective. It's like having a real-time usability study performed in your voice channel every minute of the day.
The analytics reports show, with a very high degree of accuracy and resolution, how well your customers perform at every point in the interaction dialogue (Advanced Interaction Analytics). Additionally, the service tracks individual caller frustration levels as they progress through each call and gets them to an agent or on to a different channel before it's too late (Intelligent Opt Out). The service also shows how well speech vs touch-tone users perform at each point over time and as you change your voice self-service call flow to accommodate new services, seasonal changes and so forth (Smart Input Switching).
The technology does the work of your traditional number-crunching analysts here, continually finding areas for cost savings and efficiency improvement. Use it to assess weak areas in your current voice self-service applications and to guide your digital transformation strategies.
Each Gyst Optimized voice application has its own set of performance reports. These reports can be accessed via any web browser. There are two principal types of reports Gyst Analytics provide: the Gyst Analytics File and the Gyst Log File.
Below are definitions used throughout various sheets within these reports as detailed below.
Interaction Points (IPs) refer to an instance of both requesting input from the caller and the caller either responding or timing out.
Alternate Speed Levels (ASL) refers to the additional speaking rate levels Gyst provides. These are numbered 1 – 10 and reference actual playback speed changes in audio such as -5%, +5%, +10%, +12% etc.
IP Navigation Index refers to the level of difficulty callers have with a given IP. ·
Input Modality Recommendations are instances when Gyst recommends Speech over DTMF and vice-versa. ·
Dynamic IP Adjustments are instances when Gyst adjusts the audio playback speed up or down. ·
Adaptive Timeout Extensions are instances when Gyst recommends a particular caller receive additional time to respond to a particular IP. ·
Expert Skill Level – the highest performing caller skill level as measured by Gyst. ·
Fast Skill Level – the second highest performing caller skill level as measured by Gyst. ·
Normal Skill Level – normal or average caller skill level as measured by Gyst. ·
Slow Skill Level – the second lowest performing caller skill level as measured by Gyst. ·
Novice Skill Level – the lowest performing caller skill level as measured by Gyst. ·
AHT – Average Handle Time (self-service calls) ·
AHR – Average Handle Rate (self-service calls) ·
Tracked IP – An IP that is identified for special tracking and analysis ·
Tracked IP Sequence – A series of IPs that are identified for special tracking and analysis ·
Gyst Analytics File - a single, comprehensive voice application performance report
This report summarizes the overall performance enhancements Gyst achieves in the voice application. Three separate tuning profiles are supported for performance and adaptive versus non-adaptive comparison. Additional details on the parameters shown here can be viewed on the Gyst User Interface page.
Sections 1 & 2 - Gyst Configuration Parameters and Overall Performance Summary
These sections detail the contents of the Gyst Configuration File parameters and summarize the overall performance enhancements Gyst achieves in the voice application. Three separate tuning profiles are supported for performance and adaptive versus non-adaptive comparison.
Sections 3 & 4 - Audio Playback Speed Shifting & Tracked IP Sequence Analysis
Section 3 below indicates the frequency of audio playback speeds 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.
Section 4 provides detailed Call Analysis for specific (Tracked) IP paths, as specified in the Gyst User Interface. This is helpful for determining call volumes and CX optimization through call flow paths of particular interest to customer service, management, marketing, and sales.
Section 5 - Aggregate Voice Application Usage Analysis
This sheet provides detailed analysis of aggregate call characteristics indicating error analysis, caller skill analysis, and handle times. Separate analyses are given for each of the three available adaptive profiles.
Sections 6 & 7 - Additional Data & High Resolution IP Analytics
The Gyst API needs to be carefully implemented according to the Gyst API documentation guidelines. Section 6 indicates whether or not the Gyst API received any out of sequence API calls. This is helpful for verifying and troubleshooting the proper implementation of Gyst API calls from within the voice application. Another important metric shown here is the IPs Ignored value - this indicates whether or not there are any unused IPs in the voice application.
Section 7 shows a detailed analysis of all interaction points in the voice application. Gyst Analytics uses proven algorithms, machine learning, and aggregate caller skills to determine the navigability of each IP. Separate Difficulty Indices are provided for Speech and DTMF. Not shown in the screen below, but present in the spreadsheet itself, are important measurement results including the IP Navigability index, Skill Level distribution for each IP, and other very useful data as defined on the Gyst User Interface page.
Gyst Log File - a detailed report on every call and IP optimized via Gyst
This report is a single sheet and provides a detailed chronological record of every call and every Interaction Point (IP) the IVR system supported since Gyst Analytics first became active in the voice application.