What Information can I View?

You can view information about:

• Interaction Point name
• Interaction Point path
• Whether or not customers at this Interaction Point have verified status
• Any configured Capture and Optimization Points

For Capture and Optimization Points, MXO displays the name of the point, a short description of its purpose, its current publish status and whether or not the point is enabled.

Flags

MXO displays the following flags:

Verified Status

This flag indicates that customers at this Interaction Point are classed as having verified status. A customer is classed as verified if, for example, they have logged on to online banking or gone through telephone security checks when connecting to a call center agent.

For more information, see What is a Customer Status?

Completion Activity

This flag indicates that the activity associated with an Activity Capture Point is a Completion Activity.

For more information, see  What is a Completion Activity?.

Key

This flag indicates that the information captured from an Attribute Capture Point is being stored and used as a key.

For more information, see What is a Key?.

Configure Capture and Optimization Points

From the Interaction Point View, you can add new and edit or delete existing Capture and Optimization Points.

Add new

• Click the Create icon for the type of point you want you create.

Edit

• Click the point you want to edit.

Delete

• Click the Delete icon for the point you want to delete.

Analyze an Optimization Point

From the Interaction Point View, you can analyze event counts for an individual Optimization Point. Simply click the Analyze icon to open the detailed analysis.

You can view information about events for today, the last 7, 14 or 30 days.

Selecting last 7 days provides you with the most recent available data. Selecting the last 14 days or last 30 days provides you with data up to midnight yesterday.

The detailed analysis provides you with the following information for the given timeframe:

• Number of times an Optimization Point has been evaluated and the total number of Actions returned for that Optimization Point.
• Number of times an Action has been returned for the Optimization Point, by Action

For Optimization Points that are configured to return multiple Actions, the number of Actions returned is likely to be greater than the number of times the Optimization Point was evaluated. This is as expected and most likely to occur where the Optimization Point is configured to display the Next Best Conversation in your CRM.