Zingtree Integration
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Self-service for customers is the essential way to resolve common and simple customer requests quickly, efficiently, and without human agent engagement. Zingtree enables you to offer customers self-service on your website to help customers resolve some of their requests without the need to talk to an agent.
Visibility into self-service and how it overflows to your contact center enables you to partially or completely automate more customer conversations, or avoid the need for customers to reach you completely. Ultimately leading to more resolved customer requests more efficiently and increasing customer satisfaction.
Supported Features
Zingtree integration enables you to:
- See customers using self-service and their success rate in resolving the issues.
- Segment volume by the path the customers go through in Zingtree.
- Measure the time the customer spends in Zingtree.
- Understand how many customers and in what cases they need to be connected to human agents.
Zingtree Data
Zingtree sessions are translated to Engagements and Turns in Salted CX:
- One customer Zingtree session produces one Engagement of type
Menu - Each step in the customer session creates a turn of type
Menu Step - Each step in the agent session creates a turn of type
Menu Stepassociated with the agent engagement
Engagement
Properties of the data set and how the individual items are calculated from Zingtree data.
| Property | Type | Calculation |
|---|---|---|
| Engagement | PID | PID based Zingtree session ID |
| Engagement Link | Label for Engagement | Link that points to the specific session within Zingtree at https://zingtree.com/show/<tree id>?session_id=<session id> |
| Engagement Name | Label for Engagement | Human readable session ID |
| Agent | Reference to Agent | — |
| Contact | Reference to Customer | session id |
| Start Time | Date and time | start_time_utc |
| End Time | Date and time | last_click_time_utc |
| Campaign | Attribute | — |
| Case | Attribute | — |
| Channel | Entity | — |
| Channel Type | Attribute | — |
| Channel Vendor | Attribute | Zingtree |
| Company Contact | Entity | — |
| Conversation | Attribute | PID based on session ID |
| Direction | Attribute | Inbound |
| Engaged Team | Entity | — |
| Language | Attribute | — |
| Location | Attribute | — |
| Menu Path | Entity | PID is calculated based on an array of tree IDs and node numbers path ⏵ index ⏵ subtree_id |
| Outcome | Entity | For sessions with result = Y → ResolvedFor sessions with result = N → Unknown |
| Outcome Category | Entity | — |
| Platform | Attribute | Zingtree |
| Priority | Attribute | — |
| Queue | Entity | Name of the tree in Zingtree |
| Service Level | Attribute | — |
| Source | Attribute | Zingtree |
| Status | Attribute | Unknown |
| Terminated By | Attribute | — |
| Type | Attribute | Menu |
| Cost | Fact | — |
| Engagement Time | Fact | Session property duration_seconds |
| Focus Time | Fact | — |
| Hold Time | Fact | — |
| Invitation Time | Fact | — |
| Preparation Time | Fact | — |
| Time | Fact | Technical timestamp representing Start time. As a fact, this can be used for sorting and arithmetics in reporting. |
| Wait Time | Fact | — |
| Wrap Up Time | Fact | — |
Turn
Properties of the data set and how the individual items are calculated from Zingtree data
| Property | Type | Description |
|---|---|---|
| Turn | PID | PID dased on session ID and path ⏵ seq |
| Engagement | Reference to Engagement | PID based Zingtree session ID |
| Turn Time | Date and Time | Session start_time_utc + durations of steps that led to this step |
| Category | Entity | page_title |
| Type | Attribute | Menu Step when customer choose a menu item in the menu to move forward in the flowMenu Restart when customers return to the beginning of the tree Menu Back |
| Duration | Fact | Session path ⏵ index ⏵ seconds |
| Length | Fact | — |
| Confidence | Fact | — |
Customer Journey
We also create a content table that contains individual options content and can be used for visualization in the customer journey. Each turn contains a label of the menu button the customer pressed.
Setup the Integration
This setup requires that you have the admin role in Zingtree.
To enable integration with Zingtree follow these steps:
- Login into your Zingtree account
- Click My Account in the top right corner
- Click Organizations & Billing in the open menu
- Click Api & Data in the left hand navigation
- Copy the API key from the screen
- Share the API key securely with Salted CX
- Give us a few days to enable the integration for you. We will notify you once it is enabled.
Learn more about Zingtree.