Contents

Title and Copyright Information

Preface

• Audience
• Documentation Accessibility
• Related Documents
• Conventions

Part I Getting Started

1 Overview of Base Application Modules

2 Installation of Oracle RTD Base Application Modules

• 2.1 Installation Steps

3 Overview of Oracle Real-Time Decisions

• 3.1 Introduction to the Oracle RTD Decision Process
• 3.2 Integration Points Between External Applications and Oracle RTD
• 3.3 Overview of Oracle RTD Integration with External Applications
• 3.4 The Oracle RTD Decision Process
• 3.5 More About the Oracle RTD Decision Process Elements
  • 3.5.1 Performance Goals
  • 3.5.2 Decisions
  • 3.5.3 Choice Groups and Choices
  • 3.5.4 Eligibility Rules
  • 3.5.5 Filtering Rules
  • 3.5.6 Scoring Rules
  • 3.5.7 Models
    • 3.5.7.1 Model Usage Summary
    • 3.5.7.2 Choice Models
    • 3.5.7.3 Choice Event Models
• 3.6 General Oracle RTD Elements and Features
  • 3.6.1 Data Sources
  • 3.6.2 Entities
  • 3.6.3 Functions
• 3.7 Oracle RTD Inline Services
• 3.8 Introduction to Oracle RTD Decision Studio
• 3.9 Analytic Reports and the Oracle RTD Decision Center
• 3.10 Oracle RTD Batch Framework

Part II Base Inline Services

4 Base E-Commerce

• 4.1 Introduction to Base E-Commerce
• 4.2 Overview of Choices Groups and Choices
  • 4.2.1 Offer-Oriented Choices
  • 4.2.2 Interaction-Oriented Choices
  • 4.2.3 Informants Usage with Offer-Oriented and Transaction-Oriented Choices
• 4.3 Entities
  • 4.3.1 Session Entity
  • 4.3.2 Ad
  • 4.3.3 Ad List
  • 4.3.4 Agent Interaction
  • 4.3.5 Campaign
  • 4.3.6 Campaign History
  • 4.3.7 Campaign Item
  • 4.3.8 Cart Item
  • 4.3.9 Clicked Ad
  • 4.3.10 Clicked Promotion
  • 4.3.11 Cross Sell Product List
  • 4.3.12 Current Web Interaction
  • 4.3.13 Customer
  • 4.3.14 Interaction History
  • 4.3.15 Organization
  • 4.3.16 Person
  • 4.3.17 Product
  • 4.3.18 Promoted Item
  • 4.3.19 Promotion
  • 4.3.20 Promotion List
  • 4.3.21 Purchased Item
  • 4.3.22 Purchase History
  • 4.3.23 Rank Offers
  • 4.3.24 Search
  • 4.3.25 Up Sell Product List
  • 4.3.26 Web Action
  • 4.3.27 Web Interaction
    • 4.3.27.1 Derivation of Web Interaction Attributes in Referencing Entities
  • 4.3.28 Web Page
• 4.4 Informants
  • 4.4.1 Initiate Session
  • 4.4.2 Identify Customer
  • 4.4.3 Page Turn
  • 4.4.4 Performed Search
  • 4.4.5 Customer Action
  • 4.4.6 Added To Cart
  • 4.4.7 Offer Response
  • 4.4.8 Web Support Feedback
  • 4.4.9 Close Session
• 4.5 Advisors and Associated Decisions, Choice Groups, and Models
  • 4.5.1 Decisioning Advisors
    • 4.5.1.1 Get Upsell Offers
    • 4.5.1.2 Get Cross Sell Offers
    • 4.5.1.3 Get Promotions
    • 4.5.1.4 Get Advertisements
    • 4.5.1.5 Get Offers
  • 4.5.2 Analysis Advisors
    • 4.5.2.1 Get Abandonment Propensity
    • 4.5.2.2 Get Likely Web Action
    • 4.5.2.3 Get Likely Web Duration
    • 4.5.2.4 Get Web Support Types
• 4.6 Functions

5 Base Customer Service

• 5.1 Introduction to Base Customer Service
• 5.2 Business Process Flows
  • 5.2.1 General Service Workflow
  • 5.2.2 Service Interaction Workflow
• 5.3 Performance Goals
• 5.4 Choice Groups
  • 5.4.1 Analysis-Oriented Choice Groups
    • 5.4.1.1 Call Product Choice Group
    • 5.4.1.2 Customer Attrition Choice Group
    • 5.4.1.3 Customer Satisfaction Choice Group
    • 5.4.1.4 First Call Resolution Choice Group
    • 5.4.1.5 Interaction Abandonment Choice Group
    • 5.4.1.6 Interaction Duration Choice Group
    • 5.4.1.7 Interaction Escalation Choice Group
    • 5.4.1.8 Interaction Outcome Choice Group
    • 5.4.1.9 Interaction Reason Choice Group
    • 5.4.1.10 Interaction Transfer Choice Group
    • 5.4.1.11 Service Level Choice Group
  • 5.4.2 Decision-Oriented Choice Groups
    • 5.4.2.1 Follow Up Actions Choice Group
    • 5.4.2.2 Retention Actions Choice Group
    • 5.4.2.3 Cross Sell Offers Choice Group
    • 5.4.2.4 Promotions Choice Group
    • 5.4.2.5 Up Sell Offers Choice Group
    • 5.4.2.6 Predictive Summary Choice Group
    • 5.4.2.7 Solutions Choice Group
• 5.5 Entities
  • 5.5.1 Session Entity Model
  • 5.5.2 Session Entities
    • 5.5.2.1 Session Entity
    • 5.5.2.2 Account
    • 5.5.2.3 Agent
    • 5.5.2.4 Campaign
    • 5.5.2.5 Campaign History
    • 5.5.2.6 Campaign Item
    • 5.5.2.7 Current Interaction
    • 5.5.2.8 Customer
    • 5.5.2.9 Household
    • 5.5.2.10 Interaction
    • 5.5.2.11 Interaction History
    • 5.5.2.12 Lead
    • 5.5.2.13 Lead Opportunity History
    • 5.5.2.14 Opportunity
    • 5.5.2.15 Person
    • 5.5.2.16 Purchased Item
    • 5.5.2.17 Purchase History
    • 5.5.2.18 Rank Offers
    • 5.5.2.19 Service Request
    • 5.5.2.20 Service Request History
  • 5.5.3 Dynamic Choice Entity Models
    • 5.5.3.1 Analysis Value
    • 5.5.3.2 Product
    • 5.5.3.3 Action
    • 5.5.3.4 Solution
  • 5.5.4 Dynamic Choice Entities
    • 5.5.4.1 Action
    • 5.5.4.2 Analysis Value
    • 5.5.4.3 Analysis Values List
    • 5.5.4.4 Cross Sell Product List
    • 5.5.4.5 Follow Up Action List
    • 5.5.4.6 Product
    • 5.5.4.7 Product List
    • 5.5.4.8 Promoted Item
    • 5.5.4.9 Promotion
    • 5.5.4.10 Promotion List
    • 5.5.4.11 Retention Action List
    • 5.5.4.12 Solution
    • 5.5.4.13 Solution List
    • 5.5.4.14 Up Sell Product List
• 5.6 Informants
  • 5.6.1 Action Response
  • 5.6.2 Close Session
  • 5.6.3 Identify Customer
  • 5.6.4 Offer Response
  • 5.6.5 Solution Result
  • 5.6.6 Start Session
  • 5.6.7 Update Customer Interaction
• 5.7 Advisors and Associated Decisions
  • 5.7.1 Get Actions
  • 5.7.2 Get Cross Sell Offers
  • 5.7.3 Get Follow Up Actions
  • 5.7.4 Get Likely Call Product
  • 5.7.5 Get Likely Interaction Duration
  • 5.7.6 Get Likely Interaction Reason
  • 5.7.7 Get Offers
  • 5.7.8 Get Predictive Summary
  • 5.7.9 Get Promotions
  • 5.7.10 Get Ranked Solutions
  • 5.7.11 Get Retention Actions
  • 5.7.12 Get Up Sell Offers
• 5.8 Models
  • 5.8.1 Choice Models
    • 5.8.1.1 Call Product Model
    • 5.8.1.2 Customer Attrition Model
    • 5.8.1.3 Customer Satisfaction Model
    • 5.8.1.4 First Call Resolution Model
    • 5.8.1.5 Interaction Abandonment Model
    • 5.8.1.6 Interaction Duration Model
    • 5.8.1.7 Interaction Escalation Model
    • 5.8.1.8 Interaction Outcome Model
    • 5.8.1.9 Interaction Reason Model
    • 5.8.1.10 Interaction Transfer Model
    • 5.8.1.11 Service Level Model
  • 5.8.2 Choice Event Models
    • 5.8.2.1 Cross Sell Offers Event Model
    • 5.8.2.2 Follow Up Action Event Model
    • 5.8.2.3 Offers Event Model
    • 5.8.2.4 Promotions Event Model
    • 5.8.2.5 Retention Action Event Model
    • 5.8.2.6 Solutions Event Model
    • 5.8.2.7 Up Sell Offers Event Model
• 5.9 Functions
• 5.10 Batch Use of the Base Customer Service Module
  • 5.10.1 Registering Batch Jobs for Base Customer Service
  • 5.10.2 BatchLearn.java
  • 5.10.3 BatchRecommend.java

6 Configuring the Base Inline Services

• 6.1 Aligning Your Business Flow with Oracle RTD
• 6.2 Integrating Oracle RTD with the Customer Front End
• 6.3 Mapping Entity Attributes to Customer Data Sources
• 6.4 Adding Additional Logic as Necessary

Part III Reference Library

7 Numeric Predictions

• 7.1 Introduction to Numeric Predictions
• 7.2 Application Object
• 7.3 Performance Goals
• 7.4 Choice Groups and Choices
  • 7.4.1 Analysis - Web Site Duration
  • 7.4.2 Decisioning - Web Duration Choice
  • 7.4.3 Decisioning - Web Site Duration Prediction
• 7.5 Entities
  • 7.5.1 Customer
  • 7.5.2 Current Web Interaction
  • 7.5.3 Numeric Prediction
• 7.6 Integration Point Workflows
• 7.7 Informants
  • 7.7.1 Initiate Session
  • 7.7.2 Identify Customer
  • 7.7.3 Close Session
• 7.8 Advisors and Associated Decisions
  • 7.8.1 Get Likely Web Duration
• 7.9 Models
• 7.10 Functions
• 7.11 Running Numeric Predictions with Loadgen

8 Batch Processing

• 8.1 Introduction to Batch Processing
• 8.2 Setup of the Sample Batch Data
• 8.3 The Batch .java Files
  • 8.3.1 LearningBatchJob.java
  • 8.3.2 LearningWithDirectEventRecordingBatchJob.java
  • 8.3.3 OfferAcceptanceETLBatchJob.java
  • 8.3.4 OfferAcceptanceETLTableInserterBatchJob.java
  • 8.3.5 OfferScoringBatchJob.java
  • 8.3.6 OfferScoringBatchJobReadahead.java
  • 8.3.7 OfferSelectBatchJob.java
• 8.4 Batch Processing Inline Service Elements
  • 8.4.1 Application Object
  • 8.4.2 Performance Goals
  • 8.4.3 Decisions
  • 8.4.4 Choice Groups and Choices
  • 8.4.5 Entities
    • 8.4.5.1 Session Entity
    • 8.4.5.2 Customer Entity
  • 8.4.6 Informants
    • 8.4.6.1 Call Info
    • 8.4.6.2 Call Resolution
    • 8.4.6.3 Call Start
    • 8.4.6.4 Delete All Operational Data
    • 8.4.6.5 Force Learning
    • 8.4.6.6 Offer Response
    • 8.4.6.7 Record Events
  • 8.4.7 Advisors
    • 8.4.7.1 Offer Request
  • 8.4.8 Models
  • 8.4.9 Functions
• 8.5 Running Batch Processing