This chapter covers the following topics:
Oracle Customer Interaction History provides applications with a common framework for capturing and accessing all "interaction" data associated with customer contacts. Oracle Customer Interaction History acts as a central repository and provides a consistent framework for tracking all automated or agent-based customer interactions.
Applications record interactions through the Oracle Customer Interaction History framework itself, or through other applications that use Oracle Customer Interaction History. This information can be accessed by using the Oracle Customer Interaction History user interface, by using the user interface of an application that is integrated with Oracle Customer Interaction History, or by calling the Oracle Customer Interaction History APIs.
Oracle Customer Interaction History provides applications with a common framework for capturing and accessing all "interaction" data associated with customer contacts. Oracle Customer Interaction History acts as a central repository and provides a consistent framework for tracking all automated or agent-based customer interactions.
Applications record interactions through the Oracle Customer Interaction History framework itself, or through other applications that use Oracle Customer Interaction History. This information can be accessed by using the Oracle Customer Interaction History user interface, by using the user interface of an application that is integrated with Oracle Customer Interaction History, or by calling the Oracle Customer Interaction History APIs.
Within Oracle Customer Interaction History, you can view customer-agent interactions, activities and notes. Interactions and activities can be filtered by different criteria.
An interaction is a point of contact or touchpoint between a human or automated agent and a party such as a customer, a customer system, or a potential customer. An example of a touchpoint is a phone call between an agent and a customer. Interactions include activities, media, and media items.
An interaction is a timed entity with an outcome and a result that can be tracked. When an interaction is closed, it becomes an historical record that subsequently cannot be altered or modified. Multiple forms of communication or media items between the party and the agent can be included in a single interaction.
An activity describes the elements of an event that take place during an interaction. An activity includes an action (such as, creating or sending) and an activity type (such as, a service request or collateral). An interaction must have at least one activity.
Example
A customer calls an agent to request service. The agent create a service request, sends a piece of collateral, and updates the notes in the customer record.
The activities are:
Creating a service request.
Sending collateral.
Updating a note.
An action is an act that is performed during an interaction (such as, creating or sending). An action is one element of an activity. An activity is defined by an action and an activity type.
Example
In the following list, creating, sending, and updating are actions.
Creating a service request.
Sending collateral.
Updating a note.
An activity type is an object that is acted upon during an interaction (such as, a service request or a piece of collateral). An activity is one element of an activity. An activity is defined by an activity type and an action.
Example
In the following list, service request, collateral, and note are activity types.
Creating a service request.
Sending collateral.
Updating a note.
An outcome describes the outcome of a customer interaction (for example, making contact with the customer or reaching an answering machine). An outcome can be assigned manually by the agent or automatically by the application.
You can require the assignment of a result when a particular outcome is assigned to an interaction. In addition, the assignment of an outcome can generate a callback so that an agent calls the customer back at another time.
A result describes the consequence of an outcome. Using a wrap up, you can relate an outcome to one or more results (for example, a outcome of "contact" with a result of "no sale"). Also, you can require the assignment of a reason when a particular result is assigned to an interaction.
A reason provides an explanation for the result. Using a wrap up, you can relate a result to one or more reasons (for example, a contact outcome with a result of "no sale" and a reason of "no money").
A wrap up relates outcomes to results and reasons. You can limit the availability of a wrap up to a specific campaign type or code. When the wrap up is selected for an interaction, the outcome, result, and reason in the wrap up definition are assigned to the interaction.