VoiceTrends

VoiceTrends is an analytics toolkit built into Plum DEV. Setting up voice applications with VoiceTrends on the DEV platform provides users with a broad range of actionable data. VoiceTrends data allows users to easily track application performance, obtain granular and data about how end-users interact with an application, and helps to identify trouble areas or bottlenecks that cause customer frustration.

Enabling VoiceTrends

In order to application use data, it is necessary to enable VoiceTrends in DEV applications. The process for doing so is straightforward.

In standard VXML, most voice applications have multiple pages. Depending on what a user is trying to accomplish, each page can include form, field, block, transfer, and record tags.

### main.php
<?php
header('Content-type: text/xml');
echo('<?xml version"1.0"?>');
?>
<vxml version="2.0">
    <form id="main_menu">
        <field name="selection" type="digits">
            <prompt>If you're a customer, press 1. For Sales, press 2. </prompt>
            <filled>
                <if cond="selection==1">
                    <goto next="customer.php"/>
                <else/>
                    <goto next="sales.php"/>
                </if>
            </filled>
        </field>
    </form>
</vxml>

### customer.php
<?php
header('Content-type: text/xml');
echo('<?xml version"1.0"?>');
?>
<vxml version="2.0">
    <form id="enter_customer_number">
        <field name="customer_number" type="digits">
            <prompt>Please enter your customer number.</prompt>
            <filled>
                <goto next="#confirm_customer_number"/>
            </filled>
        </field>
    </form>
    <form id="confirm_customer_number">
        <field name="confirmation" type="digits">
            <prompt>Please re-enter your customer number, or press 1 if you don't know your customer number.</prompt>
            <filled>
                <if cond="confirmation==1">
                    <goto next="support.php"/>
                </if>
            </filled<
        </field>
    </form>
</vxml>

In the sample code above there are two pages in a simple voice application. The first page is main.php. That page also has one form tag and one field tag. The second page is customer.php. This branch has two form tags and two field tags.

To enable VoiceTrends for each page, these tags need to be modified. The form tag can be modified using id, while the field, block, record, and transfer tags can be modified using name.

Referencing the sample code once again, the tag modifiers for each page appear as:

### main.php
<form id="main_menu">
    <field name="selection" type="digits">

### customer.php
<form id="enter_customer_number">
    <field name="customer_number" type="digits">

and

<form id="confirm_customer_number">
    <field name="confirmation" type="digits">

Note, that the ‘name’ modifier for the field tag can include additional modifiers. These tell VoiceTrends what type of input to expect from end-users. Here, the code type="digits" tells VoiceTrends to expects input as a whole number digits.

Modifier Naming Conventions

When writing tags to enable VoiceTrends it is important to remember that these labels do not accept white space or special characters. As the sample code shows, letters, numbers, and underscores are all valid.

Tag modifiers must be unique in each page of an application. For example, both the main and customer pages could have a main_menu form id, but a page cannot have two main_menu tag modifiers.

Using VoiceTrends

After applying VoiceTrends tag modifiers to an application, that application will begin to generate VoiceTrends data.

When tagged properly, VoiceTrends requires no additional coding from users. The toolkit automatically pulls data in as end-users call into the application.

User can login to the VoiceTrends interface with their DEV credentials. Once logged in, users can quickly and easily see all the data and analytics from their voice application.

Diagnostic Flow view

Using the Diagnostic Flow feature, users get a visual representation of how end-users interact with their voice application. Each page from your application displays as a node in the Diagnostic Flow. Hovering over a node generates a window for that form. In that window, users can see the data that correlates to that page

For more information about using the VoiceTrends interface, please login to VoiceTrends and reference the available documentation.