Zingtree Tags: analytics

Decision Tree Analytics: About Results Reports

Zingtree has powerful built-in analytics. In this series, we’re taking a closer look at some of these in-depth reports and how they help you learn even more about how customers use your trees. 


Results Reports

The Results Report allows you to quickly and easily measure the overall performance of your decision trees, based on the last node visited during a session. With a powerful labelling system, you can tag your nodes as a “success,” “failure,” or an “unknown result” to generate the report.

Before getting started, go here to learn how to label your nodes:

http://blog.zingtree.com/how-to-measure-results-of-your-decision-trees/

To access this report, go to Overview > Reports and select Results from the dropdown menu. You can specify an exact date range to pull the stats from before clicking “Show Report.”

The report will generate immediately, showing you a complete overview of your results in a pie chart. Hover over each section to see the statistics for each success, failure, and incomplete or unknown result.

You’ll also find a breakdown of the engagements, sessions started, and sessions with button clicks within that given date range. Please note that changing the category of any node — for example, from “success” to “failure” — will automatically update the report.


Learn more about our powerful reports and analytics:

Reach out to us any time with questions!

Decision Tree Analytics: About Traffic Map Reports

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Zingtree has powerful built-in analytics. In this series, we’re taking a closer look at some of these in-depth reports and how they help you learn even more about how customers use your trees. 


Traffic Map Reports

The Traffic Map report shows a visual overview of the amount of traffic to each node in your particular decision tree. Set in the Zingtree Designer view, you can quickly access a complete view of the content in your decision tree nodes, as well as a breakdown of the traffic to each, shown in both number of clicks and percentage of total traffic.

To access the this report, go to Overview > Reports and select Traffic Map from the dropdown menu. You can specify an exact date range to pull the results from before clicking “Show Report.”

Because your report generates automatically in the Zingtree Designer, you can easily see how much traffic your tree nodes received at-a-glance — the thicker, heavier lines indicate more traffic, while the thinner lines show the least visited nodes.

Select “Buttons” to show or hide button labels from your view, depending on your preference.

If you’re looking at a more complex tree, get a closer or further view with the Zoom In / Zoom Out buttons.

And use the scroll bar to pan up / down or left / right as needed, which is also particularly helpful for larger decision trees.


Learn more about our powerful reports and analytics:

Reach out to us any time with questions!

Google Analytics for Zingtree: How to Integrate Decision Trees With GA

Google Analytics is an industry-leading web analytics tool that gives you greater insight as to how users are interacting with just about any online or mobile property. Zingtree can use Google Analytics to allow you to get even more robust and powerful tracking data.

As part of this series, we will guide you through some of the Google Analytics basics, as well as information about how you can integrate Zingtree into your reporting process in a strategic way.

Getting Started

To integrate Zingtree with Google Analytics, you’ll need just two things: a Zingtree account and an existing Google Analytics account. If your organization doesn’t currently use Google Analytics, you can create a brand new account for free. Please follow these easy instructions to integrate your trees with Google Analytics:

http://blog.zingtree.com/advanced-decision-tree-tracking-with-google-analytics/

Pro Tip! If you’d like to track your trees separate from your main website or support portal data, please set up a new Google Analytics property and use that to integrate with Zingtree.

Key Metrics: Data to Track

Google Analytics offers a lot of features and functionality, some of which may not be relevant to your organization. However, there are several key metrics that are applicable to many using Zingtree.

See how users are interacting with your trees, including the total number of sessions (or visits) and time spent on each tree, by going to Audiences > Overview.

See what devices are utilizing your trees by heading over to Audiences > Mobile > Overview.

Use the Behavior > Overview report to see when your trees are most commonly visited. This will give you insight into the most common days that your decision trees are in use, and may help you bulk up your staff on days with consistently higher activity.

See your most popular tree nodes and more by visiting Behavior > Site Content > All Pages. For the most user-friendly view, we recommend switching the Primary Dimension from “Page” to “Page Title.”


Want more information about Google Analytics? Check out some of these resources:

https://support.google.com/analytics/answer/1008015?hl=en

https://moz.com/blog/absolute-beginners-guide-to-google-analytics

Have any questions? Please reach out to us at any time.

Decision Tree Analytics: About the Session List Report

Zingtree has powerful built-in analytics capabilities. In this series, we’re taking a closer look at some of these in-depth reports and how they help you learn even more about how customers are using your trees. 


Session List Reports

This Zingtree report allows you to quickly and easily see every session for any given decision tree in your organization. Broken down in an easy-to-absorb list, you can navigate to each specific end-user session to learn more about how people use your tree, as well as get an overview of the amount of time users spent.

To access the Session List report, go to Overview > Reports and select Session List from the dropdown menu. You can specify an exact date range to pull the results from before clicking “Show Report.”

Once the report has generated, you can filter by Source/Agent to be shown sessions specific to an agent or other source. The Session List will give you a complete overview of every session within your filtered view, showing duration, clicks, results, and score when applicable.

The icons in your Results column will show you the exact end-result of each session: Customer was given a solution, Inconclusive, or Customer was unable to solve the problem.

Clicking on a specific Session # in the far left column will allow you to see complete click-by-click details for every node visited, as well as all data collected from that session.


Learn more about our powerful reports and analytics:

Reach out to us any time with questions!

Updates: New Button Click Traffic Report, Designer Enhancements and More

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This latest Zingtree update is once again powered by our clever customers. We just take the ball and run with it.

Here’s what’s new this week:

New Traffic (Button Clicks) Report

For each node, you can see how often each button is clicked for any date range.  Also, you can walk through your tree and see clicks for the next node. Thanks to Elise M. and Matthew S. for the suggestion.

Designer Updates

We’ve made the color palette better, and the root node is now a unique dark shade of green.  Thanks to Corey D. for the inspiration.

Also New and Notable

  • Fix: Mobile output looks better due to a meta tag scaling fix
  • Update: Reports list ordered by popularity
  • Fix: Super user status not always recognized in My Trees (h/t Trey H.)
  • Update: Added content-question and content-answer classes to tree output for more CSS control over question and content areas. (h/t Kolja W.)
  • Fix: Breadcrumbs links went back one step too far. Fixed. (Cris M.)
  • Update: Session Notes now turn red if there’s a previous note, shows previous note. Also appears in Session List, Session Data reports. (h/t Florent N.).
  • Update: Added API for Session Notes extraction
  • New: Settings now has a Language option to ensure Back button and Email Node fields are localized properly (h/t Mike H.)

Got a great idea? Send it to us, and watch it magically appear in the next update!

Updates: Instant Result Tracking and More

After publishing our article on result tracking with Zingtree, it occurred to us that we could do even better.

Rather than having to wait for people to use your decision trees to see results, we decided it would be much more useful to be able to show successes, failures, and undecided results immediately whenever you change the category of any node.

So if you have a tree that’s been in use, go back and categorize each node using Overview > Edit Node. Then, view the Results report to see how successful your tree has been. If you change the category of a node, results reporting updates instantly!

Some other updates with this release:

  • New: You can use zt-name and zt-email for data entry variable names to have these automatically propagate into email submit form fields for name and email (h/t Todd).
  • New: Insert #source# or #agent# in any question or final answer node to insert the name of the agent using the tree (h/t Nilou).
  • New: You can add Custom CSS to ALL your trees using a new checkbox in any tree’s Settings.
  • Bug fix: You can no longer remove yourself as a collaborator when there are no other admins.
  • Update: The ‘A’ button in the history area now hides goto link (ht/t Bill S.).
  • Update: Sessions List CSV export now includes session ID, ticket ID if present (h/t Travis).

How To Measure Results of Your Decision Trees

Our customers often ask us how to go about measuring the performance of a Zingtree decision tree. This is an important part of your relationship with Zingtree, since everybody wants to see how effective trees are at saving time and money.

Here’s how measuring results works:

  • Each node in the tree can be categorized with success, failure, or an unknown result.
  • The result for the entire session uses the category for the last node visited.

For example, if the last node visited is an “I need help” node, categorized as “failure”, then the overall session result is failure. If the last node visited proposed a solution to a problem, and was categorized as “success”, then the session is a success.

How to categorize nodes to track results:

1. Go to the decision tree you wish to analyze, and open the Overview or Designer.

2. Make sure that each node in your tree is categorized properly. Use Edit Node to categorize your success and failure nodes,, using the “Categorize this node’s result”.  Here are your menu options:

3. When you want to see how well your trees are performing, go to Usage Reports.

4. Select the Results report, enter the desired date range, and you can see how your tree performed:

results-report

Cool feature alert: Results reporting updates in real time when you change the category of any node.

That’s it! Any more questions? Feel free to contact us at any time. 

Zingtree Terminology: Understanding Your Decision Trees Pt. 2

Understanding how our Zingtree interactive decision trees work on a fundamental level can help you generate more effective trees to fit your needs. If you’re new to Zingtree, or just have a curious mind, our glossary of basic terms will help you understand how our system works.


Analytics

Zingtree Analytics includes data on your custom decision trees’ outcomes, traffic, location breakdowns and more. You’ll get detailed insights into how your trees are being used to guide product, service and process optimizations.

Authors

Authors are the individuals that have created a Zingtree decision tree, along with those who have access to view and edit. You can also refer to your Authors as “collaborators.” With various Zingtree plans, you can add anywhere from 1 to 50 different Authors to contribute to and collaborate on your decision trees; ideal for call centers and other companies with large teams.

End-User Sessions

In the digital world, an end-user is simply the person who is using your product and navigating through your decision tree. An end-user session refers to a person outside your company (not an employee or call center agent) interacting with your tree.

Zingtree’s pricing for support, troubleshooting, and other external applications works by counting these end-user sessions, meaning that you only get charged when a person clicks a button in your tree. Whether they use one click or 100, the cost remains the same.

Scoring

Zingtree’s Scoring feature allows you to assign a numeric value to each answered question, along with actions based on the running total score. Scoring with an Evaluation tree is ideal for generating interactive online tests, quizzes, assessments, training simulations and more.

As the user goes through your decision tree, Zingtree keeps a running total of the score values of all the clicked buttons. When you’re ready to act upon the total score, create a new “Score Branch Node,” where you can specify a range of score values to redirect to specific nodes.

Scripts

Much like in learning your lines for a play, a script is used as a guide for customer service agents to follow along with. Scripts are written in the company’s tone of voice, and adhere’s to its personalized standards, making it easier for agents to portray the correct information and provide help to the customers.

Zingtree offers a powerful call center agent scripting solution that lets you quickly create and deploy custom scripts, and then analyze them per session and view performance summaries.

Snapshots

Snapshots are a handy feature within Zingtree that collects and data that has changed from one decision tree version to another. With Snapshots, you can recover old versions of your trees, view your teammates’ edits, and compare revisions to the current tree you’re working on, and more.

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Snapshots are very helpful when creating trees with multiple revisions or working with a team. To find this tool, select More Tools, then Snapshots in your Zingtree account.

Tagging

Tagging lets you add a list of category tags to both nodes and trees, making it easier to organize nodes in large trees, as well as organize large libraries of trees.

If you’re working from your nodes and searching for a specific type, you can add one or more tags to each node, then use the Overview to show only those nodes that include a certain tag. You can also add one or more tags to each tree from the My Trees page, allowing you filter your list of trees based upon those tags.


Stay tuned for Part 3 of our Zingtree Terminology series coming soon, and check out Part 1 right here. If you have any questions in the meantime, please contact the team!

Updates: Decision Tree Customization and More

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There’s nothing we love more than hearing from you. Your issues and uses of Zingtree. Which is why our March 8th update was inspired in response to several customers who asked for more ways to tailor the look and feel of your Zingtrees. Plus, we added a few more nifty reporting options, and some general cleanup based on your feedback.

We have more details on customization here, but here’s the summary of what else is new:

  • We now have a LinkedIn group set up for discussing all things Zingtree.
  • New option to customize by including custom CSS in Zingtree hosted, iFrame deployments.
  • Fixed alignment on deployed nodes with 1 or 2 buttons across.
  • Page titles and buttons can now include HTML — including FontAwesome icon code.
  • Clicks and usage reports with no data no longer show an error message. (h/t Blair)
  • Better session tracking reporting, with more accurate button click information.
  • Added source-tracking for iFrame.
  • Zingtree-hosted deployments now have tracking for individual agents or traffic sources.
  • The sessions list report shows total time for each session.
  • Properly track button clicks to open link nodes.

Have a feature request? Let us know! We’re listening.