Interaction History is a foundation technology component supporting the storage and retrieval of customer interactions for CRM applications. It is not a standalone business component.

Interaction: A contact point between a customer, customer system or potential customer and a single human or automated agent.  An Interaction can be timed and has an outcome and result that can be tracked.  Multiple Interaction Activities can occur during an Interaction. A single Interaction can be can include multiple forms of communications (Media Items) between the customer and agent.  An Interaction can be related to Customers, Campaigns, Users, Orders, Quotes,Lease Contracts

Interaction Tracking

Tracks multiple business activities within an interaction (e.g., add/delete customer, reconcile account, sent quote, task, etc.) 

Tracks outcome, result, reason codes for interaction and business activity

Tracks start/stops for interactions, all and specific business activities, media

Tracks pause/resume for interactions, all and specific business activities, media

Associates multiple business objects within an interaction (order, quote, service request)

Associate customer, script, marketing id, agent, multiple notes, CRM application, and user defined fields to an interaction

End interaction – commits to database

Cancel interaction - does not commit to database

Time Metrics

IH supports the timing of interactions per the following:

Interaction timers for interaction duration, record preview time, wrap up time, and time between interactionsMedia interaction timers for duration and media segment duration

Timer for duration of business activities (add/delete customer, reconcile account, sent quote, etc.)Instantaneous actions (e.g., “answer phone”)

Media

IH supports the tracking of media per the following:

Media type, e.g. email, fax, telephone, web, branch, etc.

Media segments – “IVR segment”, “queue segment”, “routing segment”,  “email pre-processing segment”, “agent segment”, “post-processing segment”, etc.

Media provider, e.g. OTM, Oracle Outbound, iCenter

Media provider resource(s), e.g. OTM queue and agent

Time – start, stop, duration

Direction – inbound, outbound

Associate multiple media segments

APIs

IH supports the following functionality via its API per the following:

Add, update, delete

Media items 

Interactions 

Media activity

Media segment

Select

Search media item history by any attribute

Search interactions by any attributes

Search media activity history by any attribute

Interaction/Media item value

Search interactions based on media items (e.g. email interactions)

Search interactions based on business activities (e.g. all orders)

Reporting

IH supports reporting by other applications per the following:

Detailed reporting of all interactions data (options for media activities and media items) by all, agent, media provider, customer, campaign, location, date/time., duration, etc.

Summary reporting of interaction totals by user, customer, campaign, group, center, etc. and segmented by business activity, outcome/result/reason codes

Interaction media item reporting (detailed or summary) by type, direction, media provider/resource, , date/time., duration, etc.

Media activities reporting (detailed or summary) by type, date/time., duration

Interaction Activity: An act performed by a human or automated agent as part of an Interaction.  An Interaction Activity can be related to the handling of the Media Items related to the Interaction (example: answering a call, transferring a call, etc..).  An Interaction Activity can be related to the business functions performed during an Interaction (Example: performing a Equipment Exchange, providing product information, Creating a note, Sending Document to customer).  Interaction Activities can be related directly to a Media Item that caused the activity

Interaction History (IH): Provides CRM applications with a common framework for capturing and accessing all “interaction” data associated with customer contacts. IH acts as the central repository and provides a consistent API for tracking all automated or agent-based customer interactions

Scenarios : 1 Inbound call, order created

A current customer or new customer calls to order a product.  The call is routed to an appropriate human agent and an order is entered in to the system.

Interactions:  (1) – between the agent taking the order and the customer

Interaction Activities: (1) – Created Order (Outcome = Contact, Result = Sale)

Scenarios : 2 Inbound call with transfer, service request and order created    

A customer calls to request service on a product purchased from the business.  The call is initially handled by an agent who starts to create the service request and determines that they do not have the information or authority to create the service request for the customers issue.  The call is transferred to an appropriate agent along with the data collected to that point in the call.  The second agent then completes the service request and cross-sells the customer on a new add-on product related to the product being serviced.

Interactions:  (2) – A) Between agent 1 and the customer (Outcome = Contact, Result = Transfer, Reason = Special handling required), B) between the agent 2 and the customer (Outcome = Contact, Result = Completed)

Interaction Activities: (3) – Service Requested Created related to Interaction A (Result = Incomplete), Service Request Created related to Interaction B (Result = Completed), and the order creation related to Interaction B (Result = Completed).

JTF_IH_ACTIONS An act that can occur upon an Action Item.  Examples:  Add, Update, Delete, Inquiry.  This entity is a look-up table that lists all valid actions within the system.

Query, Note Created,Note Updated,Created,A task is created,The task is updated,A resource is assigned,A resource assignment is updated        

JTF_IH_ACTION_ITEMS An item upon, which an act can occur.  Example: Order, Quote, Service Request, E-Mail, Phone Call. This entity is a look-up table that lists all valid action items  within the system. Contract,Lease Convert Interest Type Request            ,Credit Note,Asset        

Lease Equipment Exchange Request,Lease Termination Quote    

JTF_IH_INTERACTION Acontact point between a customer, customer system or potential customer and a single human or automated agent (Handler and Handler Resource).  An Interaction can be timed and has an outcome and result that can be tracked.  Multiple Interaction Activities can occur during an Interaction. A single Interaction can include multiple forms of communications (Media Items) between the customer and agent (human or automated).  An Interaction can be related to Customers, Campaigns, Users, Orders, Quotes, etc

JTF_IH_ACTIVITIES An act performed by a human or automated agent as part of an Interaction.  An Interaction Activity can be related to the handling of the Media Items related to the Interaction (example: answering a call, transferring a call, etc..) .  An Interaction Activity can be related to the business functions performed during an Interaction (Example: performing a balance inquiry, providing product information, providing pricing on a product, Up-selling a product).

JTF_IH_OUTCOMES The outcome of an interaction or an activity.  Example: Contact. Busy. Maintenance,Request Processed, Bypass,Change Number

JTF_IH_OUTCOME_RESULTS The valid combination of results for an Outcome. This table represents an intersection between JTF_IH_OUTCOMES and JTF_IH_RESULTS tables.

JTF_IH_REASONS A reason for the result of an interaction or an activity.  Example:  The reason the interaction resulted in a no-sale was that the customer thought the product was too expensive.  In this case the reason would be recorded as “Too Expensive”.

JTF_IH_RESULTS The result of an interaction or an activity.  Example:  The interaction resulted in a sale. eg Customer Complaint,Call Back,Multiple Activities

Drilldown Functionality For interaction Activity

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