Zingtree Tags: glossary

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!

Zingtree Terminology: Understanding Your Decision Trees Pt. 1

Behind every great Zingtree decision tree is a powerfully built system. Understanding how these interactive decision trees work on a more fundamental level can help you to generate more effective, better customized trees to fit your needs. If you’re new to Zingtree, this glossary of basic terms will help you understand how our system works.


Buttons

These are the clickable actions an end-user takes when interacting with a tree. You can see examples of buttons below in “buttons style” and “panels style”.

Buttons Style

Buttons are the traditional display method of your decision trees’ interface. With this design, your customers will see answer options shown as clickable buttons. Each individual button answer will lead to a separate path respectively, depending on your customer’s selection.

Link Nodes

Following up the Q&A nodes for most-utilized are Link Nodes, which can allow your customer to click through to another web page, such as a scheduling system, how-to video and more. The action of opening this new page is tracked automatically in your Zingtree Reporting for that specific tree.

Nodes

A node is a page an end-user sees while using your tree, or an action that occurs.  Question Nodes and Answer Nodes show information, and give choices where to go next. Other kinds of nodes perform actions like sending an email, linking to a web page, opening another tree, or acting upon a session score.

Panels Style

We developed a second user interface style that you can adopt for your custom decision trees. The Panels style displays the same information as the traditional Button style does, in a fresh way that is optimized for longer answers. Each panel answer will lead to the next step in the path depending on your customer’s choice.

You can try out both Buttons and Panels style in the Zingtree Gallery to see which method is right for you.

Question Nodes, Answer Nodes

Old fashioned Q&A nodes are by far the most popular. As the name implies, Question nodes allow you to ask a question to your customer and provide one or more answer buttons. On the other hand, final Answer nodes propose a solution for your customer and contain no buttons. You can add unlimited nodes and grow your decision trees as big as you want!

Trees

Interactive Decision Trees are why we’re in business. They form the logic and structure of the knowledge you wantto share with others.

Trackable, customizable and dependable, Zingtrees are set up using three basic methods: Wizard, Designer, or right from scratch. After completing and saving your custom interactive decision tree, it can be embedded in your web site, or hosted by us. You can edit, preview and update your Trees whenever you’d like.

Here’s what one of our example trees looks like:

Tree Nodes (Sub-trees)

For larger, more complex projects, Tree Nodes (or sub-trees) come in handy to break down your decision tree in a more digestible way.  Simply put, you can have a button open another tree.

You’ll find that these sub-trees can occur naturally during the planning stages of complex trees; by containing themes in different trees, and later linking them into one final tree using Tree Nodes, you can concentrate freely on one step at a time.

 


Stay tuned for Part 2 of our Zingtree Terminology series coming soon. If you have any questions in the meantime, please contact the team!