Self-Service Analytics

Use Self-Service Analytics (SSA) to understand how your customers interact with your non-assisted, self-service channels, and to identify why they aren't able to self-serve in the CXone IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both..

SSA lets you build customer journeys to show where problems are happening through the IVR to the contact center. Use existing customer data to identify why and where customers are struggling in the IVR journey. Track the performance of journeys and use the data to identify what causes customers to:

  • Have negative experiences.

  • Drop off the call.

  • Repeatedly request transfers to an agent.

After you've identified issues, you can update the IVR, track the impact, and continue to edit to reduce customer frustration and increase self-service. This also minimizes callbacks and offloads repetitive requests, which reduces agent load and costs per call.

SSA has the following roles:

  • Admin—Create new journeys, delete or rename journeys and view results

  • View—View results only for Journey Manager, Journey Insights, Containment Insights, Events Analysis

Apply the following permissions to the required role in Admin > Security > Roles and Permissions:

  • Permissions: Self-Service Analytics > Self-Service Insights Permissions > Self-Service Insights Access

Use Case

Here is an example of how to use Self-Service Insights to analyze your customer IVR journeys.

One part of Steve's role as CX manager is to monitor the Billing Self-Service business flow in the IVR. The most important KPI under the CX manager domain is the containment rate. In the Journey Manager dashboard, Steve notices that one of the journeys has a low completion rate in the Make payment self-service business flow. He wants to understand why customers aren't completing this payment self-service flow successfully.

Steve creates a new journey to expose the root cause of those failures. He does this using the New journey link. He adds global journey filters, and then builds a business process scenario using steps with attributes and events to test the payment self-service flow. The journey detects that the system is timing out after 10 seconds when the IVR is trying to confirm the account number. Steve reaches out to the CXone Studio admin about what he discovered and asks the studio admin to reconfigure the Billing Self-Service studio script.