Wednesday, September 29, 2010

Intent-Driven Interactions

In complex multi-tasking call centers, it can be helpful if users are guided through the system using context based rules. In other words, it can be helpful to implement rules based on which the user is notified or navigated through the system.

You can use Intent driven interaction, also known as IDI to support users in the interaction center.

Intent driven interaction is part of the rule modeler. The Rule Modeler is a collection of rule based functionalities supporting ERMS (Email Response Management System), IDI, Case Routing, Lead & Opportunity distribution and Order Routing.

In Intent Driven Interaction, when configured correctly, the IC Manager is able to activate the following functionalities:
  • Navigate to a screen automatically
  • Trigger Alerts
  • Delete Alerts
  • Add objects to the wrap-up list
  • Confirm an account
  • Launch an interactive script
  • Raise an IC event
All of these actions are context sensitive, meaning that they can be triggered based on conditions.

For each action, you can determine which event it listens to, for which business roles it applies and what the conditions are that the situation must comply to.
So for instance, you can implement the event 'navigate' to the customer overview, when the event 'BPCONFIRMED' is raised. This directs the agent to the account overview screen when the customer is confirmed. You can also call a script if this is needed.

Other useful events are:
  • ALERTCLICKED (when the user clicks one of the alerts in the top of the screen)
  • AUI_Interact
  • BDCCurrentCustomerChanged
  • BeginInteraction
  • CategoryChanged
  • Dial
  • EndContact
  • EndInteraction
  • InteractionEnded
  • OrderSaved
  • SERVICETICKETESCALATED

Some examples of Intent Driven Interactions are the following:
  • Navigating to a screen when a businesspartner is confirmed
  • Navigating to the Agent Inbox when the interaction is ended and the last opened contact is older then one day. (this enables the one by one processing of items in the agent inbox.
  • Triggering an alert with customer details (name, phone, email) when the businesspartner is confirmed.
  • Triggering an alert stating how many times the customer has called in the last month when the businesspartner is confirmed.
You can also implement your own events using the following code:
DATA: lr_event TYPE REF TO cl_crm_ic_event.
DATA: lr_event_srv TYPE REF TO if_crm_ic_event_srv.

CREATE OBJECT lr_event.
lr_event->set_name( value = '[your event name' ).
lr_event->add_param( name = 'source' value = 'B' ).
lr_event_srv = cl_crm_ic_services=>get_event_srv_instance( ).
lr_event_srv->raise( event = lr_event ).

Before you can subscribe to this event, you also need to add it to the Repository in the IDI customizing in the IMG under:
IMG --> Customer Relationship Management --> Interaction Center WebClient --> Additional Functions --> Intent-Driven Interactions --> Define Events in Repository

2 comments:

  1. Hello

    Thanks for great information. Do you perhaps know if it is possible to create an event when we search on an interaction record and the interaction record is found. I used the even InteractionRecordRequested and InteractionRecordSelected but they do not work. What is the step by step process to create to create the event. What config is needed as well.

    Many thanks
    Muneeb

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  2. Hello Pieter

    Thanks for the info - please let me know how do I define my own event. In the IMG under the link you mentioned, I have to define components, views, and UI events. Where do I do this?

    Many thanks
    MG

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