eGain Analytics

eGain 11 Webinar series Session 4

Tejpal Chadha, Kapil Madan | 18 Sept 2012

Agenda

Results First
Why eGain Analytics ?
Key Benefits to Customers
Sales & Service Dashboards
Product specific Dashboards
How does it work ?

2012 eGain Corporation. All rights

reserved.

Slide 2

Results First

Results First with eGain Analytics

Pre-Sales Scenarios
- Compare internal/industry
benchmarks with eGain
Analytics
- Show value of eGain solutions
Custom Dashboards

Post-Sales Scenarios
- Improve customer ROI
- Identify root cause
- Validate the eGain ROI

Chat Abandonment Rate

CHAT CHANNEL

Industry Benchmark

Chat Abandon Rate

35.00%

32.79%

B2B
27.87% <10%

30.00%

25.00%

20.00%

18.03%
16.39%

15.00%

10.00%

5.00%

3.28%
1.64%

0.00%
<1%

1-3%

4-6%

7-9%

10-12%

>25

Question:

What is your average chat abandon rate?

Finding:

The majority of respondents to this survey state a chat abandon rate

of less than 3%.

Defined:

Chat Abandon Rate is defined as the number of chats that are

abandoned, lost, or disconnected before reaching an agent. It is
calculated by taking the total number of abandoned chats and
dividing by the total number of abandoned chats plus the total
number of answered chats times 100%.

Chat Abandonment Rate by Time

Dashboard using eGain customer data

Dashboard created using eGain 11 Analytics Studio

Rich data visualization
Slice by Date, week or month
Select Threshold/Triggers

Chat Abandonment Rate by Queue

Dashboard using eGain customer data

The breakdown by Queue clearly identifies one of the root cause

The Abandonment rate for Proactive Queue is 3X of norm
Add more agents or explore the root cause

Average # of Emails handled per hour

EMAIL CHANNEL

Emails Handled

Industry Benchmark

30.00%

28.17%
26.76%

25.00%

20.00%

17.61%
14.44%

15.00%

10.00%

4.58%

5.00%

4.23%

3.52%
0.70%

0.00%
1-3

4-6

7-9

10-12

13-15

16-18

19-21

>21

Question:

What is the average number of emails and agent handles per hour?

Finding:

Over half of all respondents to this survey state that their agents
typically handle 6 or less emails per hour.

Defined:

Emails Handled represents the average number of emails that an

agent works to completion in one hour. More complex questions
that require research or data to be pulled from multiple systems
greatly decreases this number. Integrating disparate systems into a
single agent desktop can help to increase this number.

Emails handled per hour during a day across agents

Dashboard using eGain customer data

Customizable and easy to do

Live demo of how to build in minutes

Emails handled per hour per agent

Dashboard using eGain customer data

Demo

Pivot table
Dimensions
Measures
Fact table

Slide 11

Agenda

Results First
Why eGain Analytics ?
Key Benefits to Customers
Sales & Service Dashboards
Product specific Dashboards
How does it work ?

2012 eGain Corporation. All rights

reserved.

Slide 12

Completes the CRM Cycle

Operation
al

Collaborati
ve

CR
M

Analytical

eGain Analytics

Rich Visualization across all channels

Allows import/export of data from 3rd party BI/Analytics
Products
Through published Star Schema guide for Analytics

Agenda

Results First
Why eGain Analytics ?
Key Benefits to Customers
Sales & Service Dashboards
Product specific Dashboards
How does it work ?

2012 eGain Corporation. All rights

reserved.

Slide 15

Key Benefits
Interactive Analytics
- Drill down analysis into multiple
dimensions
- Drill across multiple channels
- Easy of use
- No knowledge of SQL/Tables required
- Visualization using graphs, charts (all
the power of Excel)

OOB and external analysis /

visualization tools
- Excel 2010 for visualization
- Can use external Business
Intelligence (BI) tools
Slide 16

eGain 11 Analytics Package

Sales Dashboard
Service Dashboard
Product Dashboards for
Knowledge
Social
Mail
Chat
Cobrowse
Client Installer (Excel Plugin)
Server Installer
Analytics Studio
Star Schema Guide for Analytics

2012 eGain Corporation. All rights

reserved.

Slide 17

Agenda

Results First
Why eGain Analytics ?
Key Benefits to Customers
Sales & Service Dashboards
Product specific Dashboards
How does it work ?

2012 eGain Corporation. All rights

reserved.

Slide 18

Pipeline and conversion analytics

Service Landscape

Analyze Queue volumes

Contact volume across channels

Agenda

Results First
Why eGain Analytics ?
Key Benefits to Customers
Sales & Service Dashboards
Product specific Dashboards
How does it work ?

2012 eGain Corporation. All rights

reserved.

Slide 23

Social: Brand Health Analytics

Knowledge Dashboard for Self Service

eGain Analytics Chat Dashboard

Agenda

Results First
Why eGain Analytics ?
Key Benefits to Customers
Sales & Service Dashboards
Product specific Dashboards
How does it work ?

2012 eGain Corporation. All rights

reserved.

Slide 28

Analytics Excel Client

eGain 11- Main Console

eGain 11 Offers Console

Technology Stack
SSAS (SQL Server Server Analysis Server)
- Supports both Standard and Enterprise SQL
server
- Leverage the MDX engine
- Product Cubes xml defined and distributed &
installed on SSAS

Web/App Server:
- IIS for SSAS

Visualization Engine Excel 2010

2012 eGain Corporation. All rights
reserved.

Slide 33

Excel Connections to SSAS

Client desktop

Excel 2010

IIS

eGain Server

SSAS MDX Engine

Database
SQL Server Enterprise
SQL Server

JDBC Drivers
XMLA
Cube Schema

eGain
Analytics DB

Slide 34

 eGain Communications Corporation. All Rights Reserved.

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