Tree Engagement Reports: A Guide to Understanding and Responding to the Data

Explore the depths of our Tree Engagement reports to grasp the nuances of presented data and take decisive actions for optimal outcomes. Uncover valuable insights and streamline your decision-making process by efficiently utilizing the report features. This journey into the reports equips you to enhance strategies and drive meaningful engagement, ensuring that you can make the most of the available data while efficiently managing your resources.

• Clicks and Usage: Measure the engagement for your tree. See how often it is viewed, and how often people interact with it.
  
  
• Values:
• Determine what percentage of calls/sessions continue past the first node.
• Overall engagement by Tree and total number of button clicks
• Suggested Actions:
• If Engagement is down (<60%), but performance metrics are good
• Think about how beneficial encouraging agents to use tree will be, since it seems like agents are experts already.
• Think about how to better these performance metrics while updating the tree so that it reflects the better strategies.
• If Engagement is up (>60%), but performance metrics are not good
• Need to optimize trees and make sure information is relevant
• Perhaps interview your top agents to see how you can incorporate their methods into the tree
• If Engagement is down (<60%), and performance is down
• Mandate use of trees to help agents improve on performance
• Maybe introduce Agent Competition / Recognition Programs
• Exit Nodes: Shows on what node session/calls are ending.
  
  
• Values:
• Helpful for a quick glance on if calls/sessions reached the expected outcomes/nodes.
• Identify where in the flow sessions are coming to an end.
• Suggested Actions:
• Check to see if the exit nodes are where agents should end on a tree
• If they are unexpectedly dropping out sooner, then action is required to optimize the trees to improve the guidance
• Perhaps agents are getting all the information they need in that ‘sooner’ node, and there is a chance to reduce the number of clicks to tree
• If they are dropping out where they should be ending the call, then no action is required.
• Popular Nodes: See how often each node in your tree is visited.
  
  
• Values:
• Learn the total number of visits by node
• Filter by Subtree to look at traffic by node on connected Trees
• Suggested Actions:
• Is traffic going down the expected route? If not, push agents down a different path by restructuring the tree.
• Are there certain nodes not getting hit? Is a node getting hit way more than the other? Is your process performing the way you’re expecting it to?
• Search Terms: If you have a search option in your tree, you can see what keywords and phrases people are searching for.
  
  
• Values:
• Identify common searches, missing information, or new topics/keywords of interest to support.
• Optimize efficiency of your search forms
• Suggested Actions:
• Consider adding keywords/tags/search words to the tree (if it’s been searched 2 or more times)