5 Base Customer Service

This chapter describes the elements in the Inline Service RTD_Base_Customer_Service. It contains the following topics:

• Section 5.1, "Introduction to Base Customer Service"

• Section 5.2, "Business Process Flows"

• Section 5.3, "Performance Goals"

• Section 5.4, "Choice Groups"

• Section 5.5, "Entities"

• Section 5.6, "Informants"

• Section 5.7, "Advisors and Associated Decisions"

• Section 5.8, "Models"

• Section 5.9, "Functions"

• Section 5.10, "Batch Use of the Base Customer Service Module"

5.1 Introduction to Base Customer Service

This chapter describes the configuration of the Inline Service, RTD_Base_Customer_Service. This Inline Service is independent of any specific front-end application or back-end data schema. As a standalone solution, users will adapt this solution by integrating it into their current environment, and selecting the components of the Inline Service that apply to their own workflow.

This Base Inline Service contains an extensive entity model that can be used to model customer profile attributes as well as current interaction data related to their service interactions. Combining data about the customer and what the customer is doing allows Oracle RTD to perform real time analysis of the interaction and provide predictions on "next best actions" within the context of the current set of actions. These predictions are based on a combination of user-defined rules and likelihood scores determined by Oracle RTD's modeling.

The next best actions include predicting the best offer or promotion to present to the customer, or in some cases basic messaging, where an offer presentation is deemed to be inappropriate, for example, in escalation or complaint calls.

RTD_Base_Customer_Service contains a variety of integration points to allow users to incorporate Oracle RTD directly into their workflow. As a result of letting Oracle RTD learn on current interaction data passed to it through these integration points, Oracle RTD can model not only the results of next best actions, for example, offers, promotions, messaging, but also the interaction itself. This allows users of this Inline Service to model and ultimately predict interaction based attributes such as Interaction Duration, Interaction Reason, and Customer Attrition. As a result, customers can better understand the driving factors behind the metrics that matter to them.

The workflow described in this chapter applies to a generic customer service interaction and supports the following scenarios:

• Real-time analysis of interaction behavior and customer response to offers and actions

  By integrating directly with a customer driven application, Oracle RTD can be fed a variety of interaction attributes to develop real-time predictive models. Using Decision Center, users can then navigate through the many reports to help identify drivers of areas such as interaction duration, customer attrition, or offer response.

  RTD_Base_Customer_Service contains the preconfigured choice groups to model these attributes against both the current interaction data and the customer profile data that it has access to. All of the modeling done by Oracle RTD can then be used for future predictions as in the cases mentioned in the following scenarios.

• Proactive customer assessment, for example, predicting and analyzing in real time, Interaction Reason, Interaction Duration, and Escalation

  By learning on attributes of an interaction as they occur, Oracle RTD can model them against both current interaction data as well as customer profile data. Using these models, Oracle RTD has the capability to proactively assess a customer to create an interaction profile.

  This information can then be used ahead of time to determine how best to handle a customer. Knowing this information allows agents, for example, to better prepare and handle live interactions with customers prior to taking a call.

• Providing next best actions or offers in the context of inbound customer interactions

  Customers can interact with businesses for many reasons. A natural consequence of the variety of these interactions is the complexity of determining what the next best action should be when dealing with a customer.

  At times, it may make sense to suggest a cross-sell or upsell offer if the interaction is about a currently owned product.

  There are other times, however, as in interactions resulting in a complaint, where presenting on offer may not be the best use of the agent's and customer's time. Instead, in situations like this, perhaps a promotional one-time discount or a recommended escalation to a VIP service queue may be a better option.

  With Oracle RTD as a central decisioning engine, users of Oracle RTD have the capability to arbitrate between the catalog of actions and offers a business may have to determine which is most likely to have a favorable response. With RTD_Base_Customer_Service, as current interaction data is fed to the platform, these decisions are made using not only customer profile data, but also real time data about the interaction to help optimize the decision.

• Identifying and ranking solutions for customer interactions

  As a general decisioning platform, Oracle RTD can rank and predict a variety of different choice types. For RTD_Base_Customer_Service, configuration is included where Oracle RTD can help rank multiple solution offerings to determine the best solution to present to a customer. As with offers and actions, ranked solutions can be determined by using either Oracle RTD's models, or a customer's own priorities through the use of scoring and eligibility rules.

5.2 Business Process Flows

This section describes a general service workflow with the integration points supported by RTD_Base_Customer_Service, followed by an example of a Contact Center interaction flow that has been enhanced by RTD_Base_Customer_Service.

This section consists of the following topics:

• Section 5.2.1, "General Service Workflow"

• Section 5.2.2, "Service Interaction Workflow"

5.2.1 General Service Workflow

The Inline Service RTD_Base_Customer_Service contains a variety of Oracle RTD Informant and Advisor integration points that users can implement into their workflow process. As depicted in the diagram that follows, these integration points can be arranged in any fashion to support the workflow where Oracle RTD is to be integrated to. Not all integration points need to be utilized for the Inline Service to function correctly. Users can configure and customize each integration point according to their own specific requirements.

The following diagram shows an overview of the stages of a typical service application and several of its possible interactions with the RTD_Base_Customer_Service Inline Service.

Note:

The description in the long box in the middle of the workflow is intentionally generic, to represent a general customer application. Exact details will be provided by the customer's own specific interaction workflow.

5.2.2 Service Interaction Workflow

The flow chart that follows depicts a sample service interaction flow that has been enabled by the Oracle RTD Inline Service RTD_Base_Customer_Service.

Shaded process boxes indicate touch points for Oracle RTD Integration Points, as follows:

• Shaded boxes with a standard thickness border indicate touch points for Informants

• Shaded boxes with a thicker, bold border indicate touch points for Advisors

These touch points indicate which integration points from the base solution have been integrated. The diagram is as an example of how a user can design the integration points to use and sequence them in the order that makes the most sense.

In this example, the user has chosen to use the Inline Service RTD_Base_Customer_Service to provide multiple predictions for the interaction workflow. The Oracle RTD Advisors and Informants enable the user application to achieve the following objectives:

1. The user aims to have Oracle RTD provide a predictive profile of the customer to alert the service agent of the most likely interaction profile (such as interaction reason) and if the customer is a flagged customer.

2. Depending on the customer's "flagged" status, the intention is to allow Oracle RTD to suggest the best likely action for this customer and have the agent determine if the call should move forward, For example, if the customer has an outstanding bill, Oracle RTD can alert the agent to reroute the call to a billing specialist.

3. Assuming that the call continues, based on the customer profile and what the customer is calling about, Oracle RTD can rank a list of suggested solutions to handle the customers needs.

4. After the customer's main interaction reason is addressed, as a final step, Oracle RTD can then be used to suggest any possible offers or promotions that the agent can tell the customer about.

In order for Oracle RTD to provide the best predictions for each customer interaction, it is critical that the Inline Service is configured to have access to both historical and profile data about the customer as well as the current interaction data.

Information from both the front-end application as well as existing data sources allows Oracle RTD to build models that ultimately predict unique scores for each customer and for each individual interaction. For example, if Oracle RTD was not informed of the real time interaction, similar offers could be recommended for complaint calls as well as support request calls.

Therefore, it is important for users to consider how they would pass data to the RTD server for each interaction (Informants) and what data can be made readily available from existing sources (Data Sources).

Considering the service interaction workflow that appears in this section, the user has chosen to implement the following operations:

1. To call an Oracle RTD informant as soon as the customer is identified, to allow Oracle RTD to begin to build out its session data with back-end historical and profile data about the customer.

2. As more information is gathered during the interaction, to call Oracle RTD to update the session with current interaction data, for example, Interaction Reason, Interaction Product.

3. As each solution is tried, to alert Oracle RTD of which solutions were tried and which ultimately solved the customer's issue.

4. For any offers presented to the customer, to alert Oracle RTD of which offers were presented and if any were accepted by the customer.

5. After the interaction has been completed, to provide Oracle RTD with the final outcomes of the interaction and to allow Oracle RTD to update existing models with the new data.

Ultimately, by applying from this Inline Service the components that are most useful for their workflow, users will be able to reduce their application design and configuration time.

5.3 Performance Goals

The performance goals included with this Inline Service are:

• Maximize Expected Revenue

• Maximize Likelihood

• Maximize Marketing Priority

• Minimize Handle Time

• Minimize Operating Costs

Each performance goal is scored according to the scoring parameters for the specific choice group that uses them. In some cases, not all of the performance goals are used at the same time for any given decision. See Section 5.4, "Choice Groups" for further details. The scoring methods tied to each performance goal can be completely reconfigured to support customer requirements.

5.4 Choice Groups

This section consists of the following topics:

• Section 5.4.1, "Analysis-Oriented Choice Groups"

• Section 5.4.2, "Decision-Oriented Choice Groups"

5.4.1 Analysis-Oriented Choice Groups

For the business flows described in Section 5.2, "Business Process Flows," the following analysis-oriented choice groups have been configured in this Inline Service. Most of these choice groups are tied to dynamic choices, while choice groups with "Yes/No" values as choices are tied to static choices.

This section contains descriptions of the following choice groups:

• Call Product Choice Group

• Customer Attrition Choice Group

• Customer Satisfaction Choice Group

• First Call Resolution Choice Group

• Interaction Abandonment Choice Group

• Interaction Duration Choice Group

• Interaction Escalation Choice Group

• Interaction Outcome Choice Group

• Interaction Reason Choice Group

• Interaction Transfer Choice Group

• Service Level Choice Group

5.4.1.1 Call Product Choice Group

This choice group contains choices associated with Call Product. Its choices are configured dynamically and are determined by users based on their customer workflow.

Table 5-1 describes the configuration parameters for the Call Product choice group, including a list of the choice attributes.

Table 5-2 describes the choice attributes in more detail.

Table 5-3 describes the dynamic choice parameters for this choice group.

Table 5-1 Configuration Parameters for Call Product Choice Group

Parameter	Description
Choice Group Name	Call Product
Choice Attributes	Dynamic Choice Category Choice Id Choice Likelihood Name Type For choice attribute details, see Table 5-2.
Scores	For the performance goal Maximize Likelihood, score is the choice attribute Choice Likelihood.
Choice Events	None
Choice Eligibility	None
Group Attributes	Product List Product List Entity is populated by the Get Product List function. See Section 5.5, "Entities" for more details.
Group Eligibility	None
Dynamic Choices	For details, see Table 5-3.

Table 5-2 Choice Attribute Details for Call Product Choice Group

Choice Attribute	Type	Value
Dynamic Choice	Analysis Value	Used to store the singular entity value pulled from the Call Product entity array group attribute.
Category	String	None
Choice Id	String	None
Choice Likelihood	Double	Calculated by the function Get Choice Likelihood, with the inputs CallProductModel and "this" choice.
Name	String	Dynamic Choice / Name
Type	String	Dynamic Choice / Type

Table 5-3 Dynamic Choice Details for Call Product Choice Group

Parameter	Value
Group attribute containing the list of entities for choices	Product List
Choice attribute to assign the entity data	Dynamic Choice
Entity attribute that contains the choices id	Name
Distribution mode for choices over choice group folders	Spill
Maximum number of choices in one Decision Center folder	100

5.4.1.2 Customer Attrition Choice Group

This choice group contains choices associated with Customer Attrition. Its choices are static and configured in the Inline Service. The configured choices are:

• Attrition

• No Attrition

Table 5-4 describes the configuration parameters for the Customer Attrition choice group, including a list of the choice attributes.

Table 5-5 describes the choice attributes in more detail.

Table 5-4 Configuration Parameters for Customer Attrition Choice Group

Parameter	Description
Choice Group Name	Customer Attrition
Choice Attributes	Category Choice Id Choice Likelihood Name Type For choice attribute details, see Table 5-5.
Scores	For the performance goal Maximize Likelihood, score is the choice attribute Choice Likelihood.
Choice Events	None
Choice Eligibility	None
Group Attributes	None
Group Eligibility	None
Dynamic Choices	None

Table 5-5 Choice Attribute Details for Customer Attrition Choice Group

Choice Attribute	Type	Value
Category	String	None
Choice Id	String	None
Choice Likelihood	Double	Calculated by the function Get Choice Likelihood, with the inputs CustomerAttritionModel and "this" choice.
Name	String	Specified at the choice level.
Type	String	Specified at the choice level.

5.4.1.3 Customer Satisfaction Choice Group

This choice group contains choices associated with Customer Satisfaction. Its choices are configured dynamically and are determined by users based on their customer workflow.

Table 5-6 describes the configuration parameters for the Customer Satisfaction choice group, including a list of the choice attributes.

Table 5-7 describes the choice attributes in more detail.

Table 5-8 describes the dynamic choice parameters for this choice group.

Table 5-6 Configuration Parameters for Customer Satisfaction Choice Group

Parameter	Description
Choice Group Name	Customer Satisfaction
Choice Attributes	Dynamic Choice Category Choice Id Choice Likelihood Name Type For choice attribute details, see Table 5-7.
Scores	For the performance goal Maximize Likelihood, score is the choice attribute Choice Likelihood.
Choice Events	None
Choice Eligibility	None
Group Attributes	Satisfaction Values List Customer Satisfaction List Entity is populated by the Get Analysis Values List function. See Section 5.5, "Entities" for more details.
Group Eligibility	None
Dynamic Choices	For details, see Table 5-8.

Table 5-7 Choice Attribute Details for Customer Satisfaction Choice Group

Choice Attribute	Type	Value
Dynamic Choice	Analysis Value	Used to store the singular entity value pulled from the Satisfaction Values entity array group attribute.
Category	String	None
Choice Id	String	None
Choice Likelihood	Double	Calculated by the function Get Choice Likelihood, with the inputs CustomerSatisfactionModel and "this" choice.
Name	String	Dynamic Choice / Name
Type	String	Dynamic Choice / Type

Table 5-8 Dynamic Choice Details for Customer Satisfaction Choice Group

Parameter	Value
Group attribute containing the list of entities for choices	Satisfaction Values List
Choice attribute to assign the entity data	Dynamic Choice
Entity attribute that contains the choices id	Name
Distribution mode for choices over choice group folders	Spill
Maximum number of choices in one Decision Center folder	100

5.4.1.4 First Call Resolution Choice Group

This choice group contains choices associated with First Call Resolution. Its choices are static and configured in the Inline Service. The configured choices are:

• FCR Not Resolved

• FCR Resolved

Table 5-9 describes the configuration parameters for the First Call Resolution choice group, including a list of the choice attributes.

Table 5-10 describes the choice attributes in more detail.

Table 5-9 Configuration Parameters for First Call Resolution Choice Group

Parameter	Description
Choice Group Name	First Call Resolution
Choice Attributes	Category Choice Id Choice Likelihood Name Type For choice attribute details, see Table 5-10.
Scores	For the performance goal Maximize Likelihood, score is the choice attribute Choice Likelihood.
Choice Events	None
Choice Eligibility	None
Group Attributes	None
Group Eligibility	None
Dynamic Choices	None

Table 5-10 Choice Attribute Details for First Call Resolution Choice Group

Choice Attribute	Type	Value
Category	String	None
Choice Id	String	None
Choice Likelihood	Double	Calculated by the function Get Choice Likelihood, with the inputs FirstCallResolutionModel and "this" choice.
Name	String	Specified at the choice level.
Type	String

5.4.1.5 Interaction Abandonment Choice Group

This choice group contains choices associated with Interaction Abandonment. Its choices are static and configured in the Inline Service. The configured choices are:

• Abandoned

• Not Abandoned

Table 5-11 describes the configuration parameters for the Interaction Abandonment choice group, including a list of the choice attributes.

Table 5-12 describes the choice attributes in more detail.

Table 5-11 Configuration Parameters for Interaction Abandonment Choice Group

Parameter	Description
Choice Group Name	Interaction Abandonment
Choice Attributes	Category Choice Id Choice Likelihood Name Type For choice attribute details, see Table 5-12.
Scores	For the performance goal Maximize Likelihood, score is the choice attribute Choice Likelihood.
Choice Events	None
Choice Eligibility	None
Group Attributes	None
Group Eligibility	None
Dynamic Choices	None

Table 5-12 Choice Attribute Details for Interaction Abandonment Choice Group

Choice Attribute	Type	Value
Category	String	None
Choice Id	String	None
Choice Likelihood	Double	Calculated by the function Get Choice Likelihood, with the inputs InteractionAbandonmentModel and "this" choice.
Name	String	Specified at the choice level.
Type	String	Specified at the choice level.

5.4.1.6 Interaction Duration Choice Group

This choice group contains choices associated with Interaction Duration. Its choices are configured dynamically and are determined by users based on their customer workflow.

Table 5-13 describes the configuration parameters for the Interaction Duration choice group, including a list of the choice attributes.

Table 5-14 describes the choice attributes in more detail.

Table 5-15 describes the dynamic choice parameters for this choice group.

Table 5-13 Configuration Parameters for Interaction Duration Choice Group

Parameter	Description
Choice Group Name	Interaction Duration
Choice Attributes	Dynamic Choice Category Choice Id Choice Likelihood Name Type For choice attribute details, see Table 5-14.
Scores	For the performance goal Maximize Likelihood, score is the choice attribute Choice Likelihood.
Choice Events	None
Choice Eligibility	None
Group Attributes	Interaction Duration List Interaction Duration List Entity is populated by the Get Analysis Values List function. See Section 5.5, "Entities" for more details.
Group Eligibility	None
Dynamic Choices	For details, see Table 5-15.

Table 5-14 Choice Attribute Details for Interaction Duration Choice Group

Choice Attribute	Type	Value
Dynamic Choice	Analysis Value	Used to store the singular entity value pulled from the Interaction Duration entity array group attribute.
Category	String	None
Choice Id	String	None
Choice Likelihood	Double	Calculated by the function Get Choice Likelihood, with the inputs InteractionDurationModel and "this" choice.
Name	String	Dynamic Choice / Name
Type	String	Dynamic Choice / Type

Table 5-15 Dynamic Choice Details for Interaction Duration Choice Group

Parameter	Value
Group attribute containing the list of entities for choices	Interaction Duration List
Choice attribute to assign the entity data	Dynamic Choice
Entity attribute that contains the choices id	Name
Distribution mode for choices over choice group folders	Spill
Maximum number of choices in one Decision Center folder	100

5.4.1.7 Interaction Escalation Choice Group

This choice group contains choices associated with Interaction Escalation. Its choices are static and configured in the Inline Service. The configured choices are:

• Escalated

• Not Escalated

Table 5-16 describes the configuration parameters for the Interaction Escalation choice group, including a list of the choice attributes.

Table 5-17 describes the choice attributes in more detail.

Table 5-16 Configuration Parameters for Interaction Escalation Choice Group

Parameter	Description
Choice Group Name	Interaction Escalation
Choice Attributes	Category Choice Id Choice Likelihood Name Type For choice attribute details, see Table 5-17.
Scores	For the performance goal Maximize Likelihood, score is the choice attribute Choice Likelihood.
Choice Events	None
Choice Eligibility	None
Group Attributes	None
Group Eligibility	None
Dynamic Choices	None

Table 5-17 Choice Attribute Details for Interaction Escalation Choice Group

Choice Attribute	Type	Value
Category	String	None
Choice Id	String	None
Choice Likelihood	Double	Calculated by the function Get Choice Likelihood, with the inputs InteractionEscalationModel and "this" choice.
Name	String
Type	String

5.4.1.8 Interaction Outcome Choice Group

This choice group contains choices associated with Interaction Outcome. Its choices are configured dynamically and are determined by users based on their customer workflow.

Table 5-18 describes the configuration parameters for the Interaction Outcome choice group, including a list of the choice attributes.

Table 5-19 describes the choice attributes in more detail.

Table 5-20 describes the dynamic choice parameters for this choice group.

Table 5-18 Configuration Parameters for Interaction Outcome Choice Group

Parameter	Description
Choice Group Name	Interaction Outcome
Choice Attributes	Dynamic Choice Category Choice Id Choice Likelihood Name Type For choice attribute details, see Table 5-19.
Scores	For the performance goal Maximize Likelihood, score is the choice attribute Choice Likelihood.
Choice Events	None
Choice Eligibility	None
Group Attributes	Interaction Outcome List Interaction Outcome List Entity is populated by the Get Analysis Values List function. See Section 5.5, "Entities" for more details.
Group Eligibility	None
Dynamic Choices	For details, see Table 5-20.

Table 5-19 Choice Attribute Details for Interaction Outcome Choice Group

Choice Attribute	Type	Value
Dynamic Choice	Analysis Value	Used to store the singular entity value pulled from the Interaction Outcome entity array group attribute.
Category	String	None
Choice Id	String	None
Choice Likelihood	Double	Calculated by the function Get Choice Likelihood, with the inputs InteractionOutcomeModel and "this" choice.
Name	String	Dynamic Choice / Name
Type	String	Dynamic Choice / Type

Table 5-20 Dynamic Choice Details for Interaction Outcome Choice Group

Parameter	Value
Group attribute containing the list of entities for choices	Interaction Outcome List
Choice attribute to assign the entity data	Dynamic Choice
Entity attribute that contains the choices id	Name
Distribution mode for choices over choice group folders	Spill
Maximum number of choices in one Decision Center folder	100

5.4.1.9 Interaction Reason Choice Group

This choice group contains choices associated with Interaction Reason. Its choices are configured dynamically and are determined by users based on their customer workflow.

Table 5-21 describes the configuration parameters for the Interaction Reason choice group, including a list of the choice attributes.

Table 5-22 describes the choice attributes in more detail.

Table 5-23 describes the dynamic choice parameters for this choice group.

Table 5-21 Configuration Parameters for Interaction Reason Choice Group

Parameter	Description
Choice Group Name	Interaction Reason
Choice Attributes	Dynamic Choice Category Choice Id Choice Likelihood Name Type For choice attribute details, see Table 5-22.
Scores	For the performance goal Maximize Likelihood, score is the choice attribute Choice Likelihood.
Choice Events	None
Choice Eligibility	None
Group Attributes	Interaction Reason List Interaction Reason List Entity is populated by the Get Analysis Values List function. See Section 5.5, "Entities" for more details.
Group Eligibility	None
Dynamic Choices	For details, see Table 5-23.

Table 5-22 Choice Attribute Details for Interaction Reason Choice Group

Choice Attribute	Type	Value
Dynamic Choice	Analysis Value	Used to store the singular entity value pulled from the Interaction Reason List entity array group attribute.
Category	String	None
Choice Id	String	None
Choice Likelihood	Double	Calculated by the function Get Choice Likelihood, with the inputs InteractionReason ListModel and "this" choice.
Name	String	Dynamic Choice / Name
Type	String	Dynamic Choice / Type

Table 5-23 Dynamic Choice Details for Interaction Reason Choice Group

Parameter	Value
Group attribute containing the list of entities for choices	Interaction Reason List
Choice attribute to assign the entity data	Dynamic Choice
Entity attribute that contains the choices id	Name
Distribution mode for choices over choice group folders	Spill
Maximum number of choices in one Decision Center folder	100

5.4.1.10 Interaction Transfer Choice Group

This choice group contains choices associated with Interaction Transfer. Its choices are static and configured in the Inline Service. The configured choices are:

• Transferred

• Not Transferred

Table 5-24 describes the configuration parameters for the Interaction Transfer choice group, including a list of the choice attributes.

Table 5-25 describes the choice attributes in more detail.

Table 5-24 Configuration Parameters for Interaction Transfer Choice Group

Parameter	Description
Choice Group Name	Interaction Transfer
Choice Attributes	Category Choice Id Choice Likelihood Name Type For choice attribute details, see Table 5-25.
Scores	For the performance goal Maximize Likelihood, score is the choice attribute Choice Likelihood.
Choice Events	None
Choice Eligibility	None
Group Attributes	None
Group Eligibility	None
Dynamic Choices	None

Table 5-25 Choice Attribute Details for Interaction Transfer Choice Group

Choice Attribute	Type	Value
Category	String	None
Choice Id	String	None
Choice Likelihood	Double	Calculated by the function Get Choice Likelihood, with the inputs InteractionTransferModel and "this" choice.
Name	String	Specified at the choice level.
Type	String	Specified at the choice level.

5.4.1.11 Service Level Choice Group

This choice group contains choices associated with Service Level of the Interaction. Its choices are configured dynamically and are determined by users based on their customer workflow.

Table 5-26 describes the configuration parameters for the Service Level choice group, including a list of the choice attributes.

Table 5-27 describes the choice attributes in more detail.

Table 5-28 describes the dynamic choice parameters for this choice group.

Table 5-26 Configuration Parameters for Service Level Choice Group

Parameter	Description
Choice Group Name	Service Level
Choice Attributes	Dynamic Choice Category Choice Id Choice Likelihood Name Type For choice attribute details, see Table 5-27.
Scores	For the performance goal Maximize Likelihood, score is the choice attribute Choice Likelihood.
Choice Events	None
Choice Eligibility	None
Group Attributes	Service Level List Service Level List Entity is populated by the Get Analysis Values List function. See Section 5.5, "Entities" for more details.
Group Eligibility	None
Dynamic Choices	For details, see Table 5-28.

Table 5-27 Choice Attribute Details for Service Level Choice Group

Choice Attribute	Type	Value
Dynamic Choice	Analysis Value	Used to store the singular entity value pulled from the Service Level entity array group attribute.
Category	String	None
Choice Id	String	None
Choice Likelihood	Double	Calculated by the function Get Choice Likelihood, with the inputs ServiceLevelModel and "this" choice.
Name	String	Dynamic Choice / Name
Type	String	Dynamic Choice / Type

Table 5-28 Dynamic Choice Details for Service Level Choice Group

Parameter	Value
Group attribute containing the list of entities for choices	Service Level List
Choice attribute to assign the entity data	Dynamic Choice
Entity attribute that contains the choices id	Name
Distribution mode for choices over choice group folders	Spill
Maximum number of choices in one Decision Center folder	100

5.4.2 Decision-Oriented Choice Groups

For the business flows described in Section 5.2, "Business Process Flows," the following decision-oriented choice groups have been configured in this Inline Service. All of these choice groups are tied to dynamic choices and a corresponding choice event model. See Section 5.8, "Models" for further details.

This section contains descriptions of the following choice groups:

• Follow Up Actions Choice Group

• Retention Actions Choice Group

• Cross Sell Offers Choice Group

• Promotions Choice Group

• Up Sell Offers Choice Group

• Predictive Summary Choice Group

• Solutions Choice Group

5.4.2.1 Follow Up Actions Choice Group

This choice group contains choices associated with Follow Up Actions. Its choices are configured dynamically and are determined by users based on their customer workflow.

Table 5-29 describes the configuration parameters for the Follow Up Actions choice group, including a list of the choice attributes.

Table 5-30 describes the choice attributes in more detail.

Table 5-31 describes the dynamic choice parameters for this choice group.

Table 5-29 Configuration Parameters for Follow Up Actions Choice Group

Parameter	Description
Choice Group Name	Follow Up Actions
Choice Attributes	Dynamic Choice Action Id Category Description Text External Rule Marketing Priority Name Type For choice attribute details, see Table 5-30.
Scores	For the performance goal Maximize Expected Revenue, score is determined by likelihood from corresponding choice event model. For the performance goal Maximize Likelihood, score is determined by likelihood from corresponding choice event model. For the performance goal Maximize Marketing Priority, score is the choice attribute Marketing Priority.
Choice Events	Accepted Interested
Choice Eligibility	None
Group Attributes	Follow Up Action List Follow Up Action List Entity is populated by the Get Follow Up Action List function. See Section 5.5, "Entities" for more details.
Group Eligibility	None
Dynamic Choices	For details, see Table 5-31.

Table 5-30 Choice Attribute Details for Follow Up Actions Choice Group

Choice Attribute	Type	Value
Dynamic Choice	Action	Used to store the singular entity value pulled from the Follow Up Action entity array group attribute.
Action Id	String	Dynamic Choice / Action Id
Category	String	None
Description Text	String	Dynamic Choice / Description Text
External Rules	String	None
Marketing Priority	Double	Dynamic Choice / Marketing Priority
Name	String	Dynamic Choice / Name
Type	String	Dynamic Choice / Type

Table 5-31 Dynamic Choice Details for Follow Up Actions Choice Group

Parameter	Value
Group attribute containing the list of entities for choices	Follow Up Action List
Choice attribute to assign the entity data	Dynamic Choice
Entity attribute that contains the choices id	Name
Distribution mode for choices over choice group folders	Spill
Maximum number of choices in one Decision Center folder	100

5.4.2.2 Retention Actions Choice Group

This choice group contains choices associated with Retention Actions. Its choices are configured dynamically and are determined by users based on their customer workflow.

Table 5-32 describes the configuration parameters for the Retention Actions choice group, including a list of the choice attributes.

Table 5-33 describes the choice attributes in more detail.

Table 5-34 describes the dynamic choice parameters for this choice group.

Table 5-32 Configuration Parameters for Retention Actions Choice Group

Parameter	Description
Choice Group Name	Retention Actions
Choice Attributes	Dynamic Choice Action Id Category Description Text External Rule Marketing Priority Name Type For choice attribute details, see Table 5-33.
Scores	For the performance goal Maximize Expected Revenue, score is determined by likelihood from corresponding choice event model. For the performance goal Maximize Likelihood, score is determined by likelihood from corresponding choice event model. For the performance goal Maximize Marketing Priority, score is the choice attribute Marketing Priority.
Choice Events	Accepted Interested
Choice Eligibility	None
Group Attributes	Retention Action List Retention Action List Entity is populated by the Get Retention Action List function. See Section 5.5, "Entities" for more details.
Group Eligibility	None
Dynamic Choices	For details, see Table 5-34.

Table 5-33 Choice Attribute Details for Retention Actions Choice Group

Choice Attribute	Type	Value
Dynamic Choice	Action	Used to store the singular entity value pulled from the Retention Action entity array group attribute.
Action Id	String	Dynamic Choice / Action Id
Category	String	None
Description Text	String	Dynamic Choice / Description Text
External Rules	String	None
Marketing Priority	Double	Dynamic Choice / Marketing Priority
Name	String	Dynamic Choice / Name
Type	String	Dynamic Choice / Type

Table 5-34 Dynamic Choice Details for Retention Actions Choice Group

Parameter	Value
Group attribute containing the list of entities for choices	Retention Action List
Choice attribute to assign the entity data	Dynamic Choice
Entity attribute that contains the choices id	Name
Distribution mode for choices over choice group folders	Spill
Maximum number of choices in one Decision Center folder	100

5.4.2.3 Cross Sell Offers Choice Group

This choice group contains choices associated with Cross Sell Offers. Its choices are configured dynamically and are determined by users based on their customer workflow. This choice group relies on either a provided product id (see Group attributes) in order to determine which dynamic choices should be populated dynamically according to the interaction product, or a list of cross sell offers provided as an attribute to the Get Offers or Get Cross Sell offers integration point.

Table 5-35 describes the configuration parameters for the Cross Sell Offers choice group, including a list of the choice attributes.

Table 5-36 describes the choice attributes in more detail.

Table 5-37 describes the dynamic choice parameters for this choice group.

Table 5-35 Configuration Parameters for Cross Sell Offers Choice Group

Parameter	Description
Choice Group Name	Cross Sell Offers
Choice Attributes	Dynamic Choice Category Cost External Rule Marketing Priority Name Offer ID Offer Type Revenue For choice attribute details, see Table 5-36.
Scores	For the performance goal Maximize Expected Revenue, score is determined by likelihood from corresponding choice event model. For the performance goal Maximize Likelihood, score is determined by likelihood from corresponding choice event model. For the performance goal Maximize Marketing Priority, score is the choice attribute Marketing Priority.
Choice Events	Fulfilled Interested Presented
Choice Eligibility	None
Group Attributes	Cross Sell Products Cross Sell Product List Entity populated by the Get Cross Sell Product List function whose input is the interaction product id. See Section 5.5, "Entities" for more details.
Group Eligibility	None
Dynamic Choices	For details, see Table 5-37.

Table 5-36 Choice Attribute Details for Cross Sell Offers Choice Group

Choice Attribute	Type	Value
Dynamic Choice	Action	Used to store the singular entity value pulled from the Cross Sell Products entity array group attribute.
Category	String	Dynamic Choice / Category
Cost	Double	Dynamic Choice / Unit Price
External Rules	String	None
Marketing Priority	Double	Dynamic Choice / Marketing Priority
Name	String	Dynamic Choice / Name
Offer Id	String	Dynamic Choice / Product Id
Offer Type	String	"Cross Sell"
Revenue	Double	None

Table 5-37 Dynamic Choice Details for Cross Sell Offers Choice Group

Parameter	Value
Group attribute containing the list of entities for choices	Cross Sell Products
Choice attribute to assign the entity data	Dynamic Choice
Entity attribute that contains the choices id	Offer Id
Distribution mode for choices over choice group folders	Spill
Maximum number of choices in one Decision Center folder	100

5.4.2.4 Promotions Choice Group

This choice group contains choices associated with Promotions. Its choices are configured dynamically and are determined by users based on their customer workflow.

Table 5-38 describes the configuration parameters for the Promotions choice group, including a list of the choice attributes.

Table 5-39 describes the choice attributes in more detail.

Table 5-40 describes the dynamic choice parameters for this choice group.

Table 5-38 Configuration Parameters for Promotions Choice Group

Parameter	Description
Choice Group Name	Promotions
Choice Attributes	Dynamic Choice Category Cost External Rule Marketing Priority Name Offer ID Offer Type Revenue For choice attribute details, see Table 5-39.
Scores	For the performance goal Maximize Expected Revenue, score is determined by likelihood from corresponding choice event model. For the performance goal Maximize Likelihood, score is determined by likelihood from corresponding choice event model. For the performance goal Maximize Marketing Priority, score is the choice attribute Marketing Priority.
Choice Events	Fulfilled Interested Presented
Choice Eligibility	None
Group Attributes	Promotion List Promotion List Entity populated by the Get Promotion List function. See Section 5.5, "Entities" for more details.
Group Eligibility	None
Dynamic Choices	For details, see Table 5-40.

Table 5-39 Choice Attribute Details for Promotions Choice Group

Choice Attribute	Type	Value
Dynamic Choice	Action	Used to store the singular entity value pulled from the Promotions entity array group attribute.
Category	String	Dynamic Choice / Category
Cost	Double	None
External Rules	String	None
Marketing Priority	Double	Dynamic Choice / Marketing Priority
Name	String	Dynamic Choice / Name
Offer Id	String	Dynamic Choice / Promotion Id
Offer Type	String	"Promotions"
Revenue	Double	None

Table 5-40 Dynamic Choice Details for Promotions Choice Group

Parameter	Value
Group attribute containing the list of entities for choices	Promotion List
Choice attribute to assign the entity data	Dynamic Choice
Entity attribute that contains the choices id	Offer Id
Distribution mode for choices over choice group folders	Spill
Maximum number of choices in one Decision Center folder	100

5.4.2.5 Up Sell Offers Choice Group

This choice group contains choices associated with Up Sell Offers. Its choices are configured dynamically and are determined by users based on their customer workflow. This choice group relies on either a provided product id (see Group attributes) in order to determine which dynamic choices should be populated dynamically according to the interaction product, or a list of up sell offers provided as an attribute to the Get Offers or Get Up Sell offers integration point.

Table 5-41 describes the configuration parameters for the Up Sell Offers choice group, including a list of the choice attributes.

Table 5-42 describes the choice attributes in more detail.

Table 5-43 describes the dynamic choice parameters for this choice group.

Table 5-41 Configuration Parameters for Up Sell Offers Choice Group

Parameter	Description
Choice Group Name	Up Sell Offers
Choice Attributes	Dynamic Choice Category Cost External Rule Marketing Priority Name Offer ID Offer Type Revenue For choice attribute details, see Table 5-42.
Scores	For the performance goal Maximize Expected Revenue, score is determined by likelihood from corresponding choice event model. For the performance goal Maximize Likelihood, score is determined by likelihood from corresponding choice event model. For the performance goal Maximize Marketing Priority, score is the choice attribute Marketing Priority.
Choice Events	Fulfilled Interested Presented
Choice Eligibility	None
Group Attributes	Up Sell Products Up Sell Product List Entity populated by the Get Up Sell Product List function whose input is the interaction product id. See Section 5.5, "Entities" for more details.
Group Eligibility	None
Dynamic Choices	For details, see Table 5-43.

Table 5-42 Choice Attribute Details for Up Sell Offers Choice Group

Choice Attribute	Type	Value
Dynamic Choice	Action	Used to store the singular entity value pulled from the Up Sell Products entity array group attribute.
Category	String	Dynamic Choice / Category
Cost	Double	Dynamic Choice / Unit Price
External Rules	String	None
Marketing Priority	Double	Dynamic Choice / Marketing Priority
Name	String	Dynamic Choice / Name
Offer Id	String	Dynamic Choice / Product Id
Offer Type	String	"Up Sell"
Revenue	Double	None

Table 5-43 Dynamic Choice Details for Up Sell Offers Choice Group

Parameter	Value
Group attribute containing the list of entities for choices	Up Sell Products
Choice attribute to assign the entity data	Dynamic Choice
Entity attribute that contains the choices id	Offer Id
Distribution mode for choices over choice group folders	Spill
Maximum number of choices in one Decision Center folder	100

5.4.2.6 Predictive Summary Choice Group

The Predictive Summary choice group contains the single static choice, Predictive Summary. It is used in conjunction with the Select Predictive Summary decision and returns a collective summary of call detail decisions related to the customer.

Table 5-44 describes the configuration parameters for the Predictive Summary choice group, including a list of the choice attributes.

Table 5-45 describes the choice attributes in more detail.

Table 5-44 Configuration Parameters for Predictive Summary Choice Group

Parameter	Description
Choice Group Name	Predictive Summary
Choice Attributes	Abandonment Likelihood Attrition Likelihood Escalation Likelihood First Call Resolution Likelihood Interaction Duration Likelihood Interaction Reason Likelihood Likely Interaction Duration Likely Interaction Reason Likely Product Product Likelihood Transfer Likelihood For choice attribute details, see Table 5-45.
Scores	None
Choice Events	None
Choice Eligibility	None
Group Attributes	None
Group Eligibility	None
Dynamic Choices	None

Table 5-45 Choice Attribute Details for Predictive Summary Choice Group

Choice Attribute	Type	Value
Abandonment Likelihood	Double	Calculated by the Get Specific Choice Likelihood function for the parameters InteractionAbandonmentModel and Abandoned.
Attrition Likelihood	Double	Calculated by the Get Specific Choice Likelihood function for the parameters CustomerAttritionModel and Attrition.
Escalation Likelihood	Double	Calculated by the Get Specific Choice Likelihood function for the parameters InteractionEscalationModel and Escalated.
First Call Resolution Likelihood	Double	Calculated by the Get Specific Choice Likelihood function for the parameters FirstCallResolutionModel and FcrResolved.
Interaction Duration Likelihoods	Double	Calculated by the Get Specific Choice Likelihood function for the parameters InteractionDurationModel and the value returned from the function Get Top Interaction Duration.
Interaction Reason Likelihoods	Double	Calculated by the Get Specific Choice Likelihood function for the parameters InteractionReasonModel and the value returned from the function Get Top Interaction Reason.
Likely Interaction Duration	String	Determined by the function Get Top Interaction Duration.
Likely Interaction Reason	String	Determined by the function Get Top Interaction Reason.
Likely Product	String	Determined by the function Get Top Call Product.
Product Likelihood	Double	Calculated by the Get Specific Choice Likelihood function for the parameters CallProduct and the value returned from the function Get Top Call Product.
Transfer Likelihood	Double	Calculated by the Get Specific Choice Likelihood function for the parameters InteractionTransferModel and Transferred.

5.4.2.7 Solutions Choice Group

This choice group contains choices associated with Solutions. Its choices are configured dynamically and are determined by users based on their customer workflow.

Table 5-46 describes the configuration parameters for the Solutions choice group, including a list of the choice attributes.

Table 5-47 describes the choice attributes in more detail.

Table 5-48 describes the dynamic choice parameters for this choice group.

Table 5-46 Configuration Parameters for Solutions Choice Group

Parameter	Description
Choice Group Name	Solutions
Choice Attributes	Description Text Dynamic Choice Name Product Name Solution ID For choice attribute details, see Table 5-47.
Scores	For the performance goal Maximize Likelihood, score is determined by likelihood from corresponding choice event model.
Choice Events	Accepted Presented
Choice Eligibility	None
Group Attributes	Solution List Solution List Entity populated by the Get Solution List function. See Section 5.5, "Entities" for more details.
Group Eligibility	None
Dynamic Choices	For details, see Table 5-48.

Table 5-47 Choice Attribute Details for Solutions Choice Group

Choice Attribute	Type	Value
Description Text	String	Dynamic Choice / Description Text
Dynamic Choice	Solution	Used to store the singular entity value pulled from the Solution entity array group attribute.
Name	String	Dynamic Choice / Name
Product Name	String
Solution Id	String	Dynamic Choice / Solution Id

Table 5-48 Dynamic Choice Details for Solutions Choice Group

Parameter	Value
Group attribute containing the list of entities for choices	Solution List
Choice attribute to assign the entity data	Dynamic Choice
Entity attribute that contains the choices id	Name
Distribution mode for choices over choice group folders	Spill
Maximum number of choices in one Decision Center folder	100

5.5 Entities

There are two types of entity in the Inline Service RTD_Base_Customer_Service, namely session entities and entities used for dynamic choices.

This section consists of the following topics:

• Section 5.5.1, "Session Entity Model"

• Section 5.5.2, "Session Entities"

• Section 5.5.3, "Dynamic Choice Entity Models"

• Section 5.5.4, "Dynamic Choice Entities"

5.5.1 Session Entity Model

The Inline Service RTD_Base_Customer_Service contains a predefined session entity model that models attributes related to both the profile of the Oracle RTD current interaction and the customer's profile and history. In addition to these learning entities, all of the required entities for mapping a choice group to its dynamic choices are also defined.

As database table mappings are not defined in the base application, users must map their own data to the provided logical model. Each entity included in the Inline Service is fully extensible. This allows users to add or remove attributes that are available to their workflow.

The following diagram shows the entities, together with some of their attributes, and the relationships between the entities defined in RTD_Base_Customer_Service.

Notation

The diagram shows the standard notation used in UML class diagrams, with each directed line representing a relationship from element A to element B, as follows:

• A line with no diamond represents an association between elements A and B.

• A line with a clear diamond represents an aggregation, with element A "owning" element B. However, with aggregation, removing an instance of element A does not remove the corresponding B element instances.

• A line with a filled diamond represents a composition, with element A "owning" element B. For a composition, removing an instance of element A also removes the corresponding B element instances.

The multiplicity of a relationship restricts how many element B instances the relationship may have. The restriction denotes either a precise limit, such as 1 or 0..1, or an open-ended upper limit, such as "zero or more" or "one or more."

5.5.2 Session Entities

Session entities have a primary use for storing the attributes used for model learning.

This section describes the following entities:

• Session Entity

• Account

• Agent

• Campaign

• Campaign History

• Campaign Item

• Current Interaction

• Customer

• Household

• Interaction

• Interaction History

• Lead

• Lead Opportunity History

• Opportunity

• Person

• Purchased Item

• Purchase History

• Rank Offers

• Service Request

• Service Request History

5.5.2.1 Session Entity

(Key = Interaction Id)

Table 5-49 Session Entity

Attribute	Type	Array	Comments
Current Interaction	Current Interaction	No	None
Customer	Customer	No	None
Interaction Churn Propensity	Double	No	None
Rank Offers	Rank Offers	No	Utilized when ranking offers directly from an Offer advisor instead of read from a data source.

5.5.2.2 Account

The Account entity is associated with the session through the Customer entity.

Table 5-50 Account Entity

Attribute	Type	Array	Comments
Account Type	String	No	None
Annual Revenue	Double	No	None
Industry	Industry	No	None
Line of Business	String	No	None
No of Employees	Double	No	None
Number Of Years Established	Integer	No	None
Region	String	No	None

5.5.2.3 Agent

The Agent entity contains attributes associated with the agent interacting with the customer.

Table 5-51 Agent Entity

Attribute	Type	Array	Comments
Work Queue	String	No	None
Shift Period	String	No	None
Tenure	Integer	No	None
Training Level	String	No	None

5.5.2.4 Campaign

The Campaign entity is a learning entity that is referenced by the Campaign History entity of the customer. It is initialized by the Identify Customer informant.

Table 5-52 Campaign Entity

Attribute	Type	Array	Comments
Campaign Id	String	No	Not used for analysis
Category	String	No	None
Name	String	No	None
Period	String	No	None
Type	String	No	None

5.5.2.5 Campaign History

The Campaign History entity is a learning entity that contains campaign history of the customer. It is initialized by the Identify Customer informant.

Table 5-53 Campaign History Entity

Attribute	Type	Array	Comments
Campaign Items	Campaign Item	Yes	None
Campaigns In Past 30 Days	String	Yes	Calculated by the function Get Campaign Names In Past Days
Days Since Last Campaign	Integer	No	Calculated by the function Get Days Since Last Campaign
Last Campaign Category	String	No	Calculated by the function Get Last Campaign Category
Last Campaign Delivery Method	String	No	Calculated by the function Get Last Campaign Delivery Method
Last Campaign Name	String	No	Calculated by the function Get Last Campaign Name
Last Campaign Type	String	No	Calculated by the function Get Last Campaign Type

5.5.2.6 Campaign Item

The Campaign Item entity is a learning entity that is referenced by the Campaign History entity of the customer. It is initialized by the Identify Customer informant.

Table 5-54 Campaign Item Entity

Attribute	Type	Array	Comments
Campaign	Campaign	No	None
Campaign Date	Date	No	None
Delivery Method	String	No	None

5.5.2.7 Current Interaction

The Current Interaction entity is a learning entity that contains all of the attributes tied to the session's current interaction.

Table 5-55 Current Interaction Entity

Attribute	Type	Array	Comments
Abandonment Status	String	No	None
Agent	Agent	No	None
Agent Id	String	No	None
Attrition Status	String	No	None
Call Center Location	String	No	None
Duration	String	No	None
Escalation Status	String	No	None
Final Solution	String	No	None
Hold Time	Integer	No	None
Interaction Date	Date	No	None
Interaction Product Id	String	No	None
Interaction Reason	String	No	None
IVR Path	String	No	None
Outcome	String	No	None
Priority	String	No	None
Product Name	String	No	None
Resolution	String	No	None
Satisfaction Rating	String	No	None
Service Level	String	No	None
Solutions Offered	String	Yes	None
Status	String	No	None
Transfer Status	String	No	None

5.5.2.8 Customer

The Customer entity is a learning entity that contains all attributes tied to the customer identified in the session.

Table 5-56 Customer Entity

Attribute	Type	Array	Comments
Customer Id	String	No	Not used for analysis
Account	Account	No	None
Account Id	String	No	Not used for analysis
Address City	String	No	None
Address Country	String	No	None
Address Postal Code	String	No	None
Address Region	String	No	None
Address State Province	String	No	None
Campaign History	Campaign History	No	None
Credit Hold	String	No	None
Household	Household	No	None
Household Id	String	No	Not used for analysis
Interaction History	Interaction History	No	None
Lead Opportunity History	Lead Opportunity History	No	None
Lifetime Value Score	Double	No	None
Offline Churn Propensity	Double	No	None
Person	Person	No	None
Person Id	String	No	Not used for analysis
Phone Area Code	String	No	None
Purchase History	Purchase History	No	None
Service Request History	Service Request History	No	None
Status	String	No	None
Target Market Segment	String	No	None
Tenure	Double	Yes	None
Total Credit Limit	Double	No	None
Type	String	No	None

5.5.2.9 Household

The Household entity is a learning entity that contains all household related attributes.

Table 5-57 Household Entity

Attribute	Type	Array	Comments
No. in household	Integer	No	None
No. of children	Integer	No	None
No. of Pets	Integer	No	None

5.5.2.10 Interaction

The Interaction entity is a learning entity that contains interaction history details of the customer. It is initialized by the Identify Customer informant.

Table 5-58 Interaction Entity

Attribute	Type	Array	Comments
Interaction Id	String	No	Key
Abandonment Status	String	No	None
Agent	Agent	No	None
Agent Id	String	No	Not used for analysis
Escalation Status	String	No	None
Final Solution	String	No	None
Hold Time	Integer	No	None
Interaction Channel	String	No	None
Interaction Date	Date	No	None
Interaction Duration	Integer	No	None
Interaction Reason	String	No	None
Interaction Status	String	No	None
Interaction Type	String	No	None
Outcome	String	No	None
Product Name	String	No	None
Resolution	String	No	None
Satisfaction Rating	String	No	None
Transfer Status	String	No	None

5.5.2.11 Interaction History

The Interaction History entity is a learning entity that contains interaction history of the customer. It is initialized by the Identify Customer informant.

Table 5-59 Interaction History Entity

Attribute	Type	Array	Comments
Days Since Last Interaction	Integer	No	Calculated by the function Get Days Since Last Interaction
Interaction Types In Past 30 Days	String	Yes	Calculated by the function Get Interaction Types In Past Days
Last Interaction Status	String	No	Calculated by the function Get Last Interaction Status
Last Interaction Type	String	No	Calculated by the function Get Last Interaction Type
Number Of Interactions In Past 30 Days	Integer	No	Calculated by the function Get Number Of Interactions In Past Days
Number Of Interactions In Past 90 Days	Integer	No	Calculated by the function Get Number Of Interactions In Past Days
Number Of Interactions In Past Year	Integer	No	Calculated by the function Get Number Of Interactions In Past Days
Past Interactions	Interaction	Yes	Not used for analysis

5.5.2.12 Lead

The Lead entity is associated with the session through the Lead Opportunity History entity.

Table 5-60 Lead Entity

Attribute	Type	Array	Comments
Create Date	Date	No	None
Lead Product	Product	No	None
Opportunity Promotion Date	Date	No	None
Sales Stage	String	No	None

5.5.2.13 Lead Opportunity History

The Lead Opportunity History entity is a learning entity that contains lead opportunity history of the customer. It is initialized by the Identify Customer informant.

Table 5-61 Lead Opportunity History Entity

Attribute	Type	Array	Comments
Days Since Last Opportunity	Integer	No	Calculated by the function Get Days Since Last Opportunity
Last Opportunity Expected Revenue	String	No	Calculated by the function Get Last Opportunity Expected Revenue
Last Opportunity Product	String	No	Calculated by the function Get Last Opportunity Product
Last Opportunity Product Line	String	No	Calculated by the function Get Last Opportunity Product Line
Last Opportunity Sales Stage	Integer	No	Calculated by the function Get Last Opportunity Sales Stage
Number Of Opportunities In Past Year	Integer	No	Calculated by the function Get Number Of Opportunities In Past Days
Opportunity Product Lines	String	Yes	Calculated by the function Get Opportunity Product Lines
Past Leads	Lead	Yes	None
Past Opportunities	Opportunity	Yes	None

5.5.2.14 Opportunity

The Opportunity entity is associated with the session through the Lead Opportunity History entity.

Table 5-62 Opportunity Entity

Attribute	Type	Array	Comments
Create Date	Date	No	None
Expected Revenue	Double	No	None
Opportunity Product	Product	No	None
Sales Stage	String	No	None

5.5.2.15 Person

The Person entity is associated with the session through the Customer entity.

Table 5-63 Person Entity

Attribute	Type	Array	Comments
Age	Integer	No	None
Annual Income	Double	No	None
Ethnicity	String	No	None
Gender	String	No	None
Job Title	String	No	None
Marital Status	String	No	None
Preferred Language	String	No	None

5.5.2.16 Purchased Item

The Purchased Item entity contains purchase instance data of a product used in the customer Purchase History entity.

Table 5-64 Purchased Item Entity

Attribute	Type	Array	Comments
Purchase Amount	Double	No	None
Purchase Date	Date	No	None
Purchased Product	Product	No	None

5.5.2.17 Purchase History

The Purchase History entity is a learning entity that contains purchase history of the customer. It is initialized by the Identify Customer informant.

Table 5-65 Purchase History Entity

Attribute	Type	Array	Comments
Average Purchase Amount	Double	No	None
Days Since Last Purchase	Integer	No	Calculated by the function Get Days Since Last Purchase
Last Purchased Amount	Double	No	Calculated by the function Get Last Last Purchased Amount
Last Purchased Product	String	No	Calculated by the function Get Last Purchased Product
Last Purchased Product Line	String	No	Calculated by the function Get Last Purchased Product Line
Product Lines Owned	String	Yes	Calculated by the function Get Product Lines Owned
Purchased Items	Purchased Item	Yes	None
Total Amount Spent	Double	No	Calculated by the function Get Total Amount Spent
Total Amount Spent In Last 90 Days	Double	No	Calculated by the function Get Total Amount Spent In Last 90 Days

5.5.2.18 Rank Offers

The Rank Offers entity is a transient attribute for holding an array of offer id's to be ranked supplied as incoming parameter of Get offer advisor calls.

Table 5-66 Rank Offers Entity

Attribute	Type	Array	Comments
CrossSellOffers	String	Yes	None
In Use	Boolean	No	None
Promotions	String	Yes	None
UpSellOffers	String	Yes	None

5.5.2.19 Service Request

The Service Request entity is a singular entity used in the Service Request History customer entity.

Table 5-67 Service Request Entity

Attribute	Type	Array	Comments
Account Id	String	No	Key
Agent	Agent	No	None
Agent Id	String	No	Not used for analysis
Closed Date	Date	No	None
Create Date	Date	No	None
Product	String	No	None
Product Id	String	No	None
Reason	String	No	None
Solution Id	String	No	None
Solution Name	String	No	None
Status	String	No	None
Type	String	No	None

5.5.2.20 Service Request History

The Service Request History entity is a learning entity that contains the Service Request history of the customer. It is initialized by the Identify Customer informant.

Table 5-68 Service Request History Entity

Attribute	Type	Array	Comments
Current Open SR	Boolean		None
Days Since Last Service Request	Integer	No	Calculated by the function Get Days Since Last Service Request
Last Service Request Product	String	No	Calculated by the function Get Last Service Request Product
Last Service Request Reason	String	No	Calculated by the function Get Last Service Request Reason
Last Opportunity Sales Solution	Integer	No	Calculated by the function Get Last Service Request Solution
Last Service Request Status	String	No	Calculated by the function Get Last Service Request Status
Last Opportunity Sales Type	Integer	No	Calculated by the function Get Last Service Request Type
Past Service Requests	Service Request	Yes	Not used for analysis
Service Requests In Past 90 Days	Integer	No	Calculated by the function Get Number Of Service Requests In Past Days
Service Requests In Past Year	Integer	No	Calculated by the function Get Number Of Service Requests In Past Days

5.5.3 Dynamic Choice Entity Models

In addition to the entities created for session learning, Inline Service entities used for dynamic choices are also defined for this solution. These entities are used to populate the specific choices for each of the choice groups configured to used dynamic choices. Further details are available in Section 5.4, "Choice Groups."

5.5.3.1 Analysis Value

The following diagram depicts the relations of the List entities specified with the Analysis Value entity:

5.5.3.2 Product

The following diagram depicts the relations of the List entities specified with the Product entity:

5.5.3.3 Action

The following diagram depicts the relations of the List entities specified with the Action entity:

5.5.3.4 Solution

The following diagram depicts the relations of the List entities specified with the Solution entity:

5.5.4 Dynamic Choice Entities

As a general note, each dynamic choice group will have a corresponding set of entities - a "list" entity and an "individual" entity. For example, the Promotions dynamic choice group is associated with a Promotion entity and a Promotions List entity. The attributes of these entities are also the choice attributes for promotion.

This section describes the following entities:

• Action

• Analysis Value

• Analysis Values List

• Cross Sell Product List

• Follow Up Action List

• Product

• Product List

• Promoted Item

• Promotion

• Promotion List

• Retention Action List

• Solution

• Solution List

• Up Sell Product List

5.5.4.1 Action

The Action entity is the singular entity used in the dynamic list entities Follow Up Action List and Retention Action List.

Table 5-69 Action Entity

Attribute	Type	Array	Comments
Action Id	String	No	None
Description Text	String	No	None
Marketing Priority	Double	No	None
Name	String	No	None
Type	String	No	None

5.5.4.2 Analysis Value

The Analysis Value entity is the singular entity used in all of the Analysis List based entities including Interaction Duration List, Interaction Outcome List, and Interaction Reason List. The List entities are used for populating the dynamic choices for the choice groups of the same name.

Table 5-70 Analysis Value Entity

Attribute	Type	Array	Comments
Name	String	No	None
Type	String	No	None

5.5.4.3 Analysis Values List

The Analysis Value List entity is the List entity used to populate the dynamic choices for the Customer Satisfaction, Interaction Reason, Interaction Duration, Interaction Outcome, and Service Level choice groups. The choice group populated by this list is determined by the value for the key attribute, Category, for example, Category = Interaction Duration, and so on.

Table 5-71 Analysis Values List Entity

Attribute	Type	Array	Comments
Active Flag	String	No	Key
Category	String	No	Key
Values	Analysis Value	Yes	None

5.5.4.4 Cross Sell Product List

The Cross Sell Product List entity is a collection of cross sell products. It is used for data retrieval to populate the Cross Sell Dynamic Choice Group.

Table 5-72 Cross Sell Product List Entity

Attribute	Type	Array	Comments
Product Id	String	No	None
Cross Sell Products	Product	Yes	None

5.5.4.5 Follow Up Action List

The Follow Up Action List entity is a List entity used to populate dynamic choices for the Follow Up Action choice group.

Table 5-73 Follow Up Action List Entity

Attribute	Type	Array	Comments
Active Flag	String	No	Key
Category	String	No	Key
Follow Up Actions	Action	Yes	None

5.5.4.6 Product

The Product entity is used for product descriptions for the Up Sell Offer, Cross Sell Offer, Purchase History, Leads, and Opportunity entities.

Table 5-74 Product Entity

Attribute	Type	Array	Comments
Product Id	String	No	Key
Category	String	No	None
Marketing Priority	Double	No	None
Name	String	No	None
Popularity Rank	Integer	No	None
Product Line	String	No	None
Type	String	No	None
Unit Price	Double	No	None

5.5.4.7 Product List

The Product List entity is a collection of products. It is used for data retrieval to populate the Call Product Choice Group.

Table 5-75 Product List Entity

Attribute	Type	Array	Comments
Active Flag	String	No	Key
Products	Product	Yes	None

5.5.4.8 Promoted Item

The Promoted Item entity contains an instance of a promoted product used in the Promotion entity.

Table 5-76 Promoted Item Entity

Attribute	Type	Array	Comments
Discount Rate	Double	No	None
Promoted Product	Product	Yes	None

5.5.4.9 Promotion

The Promotion entity is a singular entity of a Promotion used in the Promotion List entity.

Table 5-77 Promotion Entity

Attribute	Type	Array	Comments
Promotion Id	String	No	None
Category	String	No	None
Days Left	Integer	No	Calculated by the function Get Days Left
Duration In Days	Integer	No	Calculated by the function Get Duration In Days
Effective Date	Date	No	None
Expiry Date	Date	No	None
Marketing Priority	Double	No	None
Name	String	No	None
Period	String	No	None
Promoted Items	Promoted Item	Yes	None
Type	String	No	None

5.5.4.10 Promotion List

The Promotion List entity is a collection of Promotions. It is used for data retrieval to populate the Promotions Dynamic Choice Group.

Table 5-78 Promotion List Entity

Attribute	Type	Array	Comments
Active	String	No	Key
Promotions	Promotion	Yes	None

5.5.4.11 Retention Action List

The Retention Action List entity is a List entity used to populate dynamic choices for the Retention Action choice group.

Table 5-79 Retention Action List Entity

Attribute	Type	Array	Comments
Active Flag	String	No	Key
Category	String	No	Key
Retention Actions	Action	Yes	None

5.5.4.12 Solution

The Solution entity is a singular entity used in the Solution List entity.

Table 5-80 Solution Entity

Attribute	Type	Array	Comments
Description Text	String	No	None
Name	String	No	None
Product Name	String	No	None
Solution Id	String	No	None

5.5.4.13 Solution List

The Solution List entity is a List entity used to populate dynamic choices for the Solutions choice group.

Table 5-81 Solution List Entity

Attribute	Type	Array	Comments
Active Flag	String	No	Key
Product Id	String	No	Key
Solutions	Solution	No	None

5.5.4.14 Up Sell Product List

The Up Sell Product List entity is a collection of Up Sell products. It is used for data retrieval to populate the Up Sell Dynamic Choice Group.

Table 5-82 Up Sell Product List Entity

Attribute	Type	Array	Comments
Product Id	String	No	None
Up Sell Products	Product	Yes	None

5.6 Informants

The following informants are configured in the Inline Service RTD_Base_Customer_Service:

• Action Response

• Close Session

• Identify Customer

• Offer Response

• Solution Result

• Start Session

• Update Customer Interaction

5.6.1 Action Response

The Action Response informant can be called to record the results of actions recommended by Oracle RTD.

Table 5-83 describes the parameters for the Action Response informant.

Table 5-83 Informant Action Response

Parameter	Description
Informant Name	Action Response
Session Keys	Session / Interaction Id
Request Data	Action Id (String) Action Result (String) Action Type (String)
External System	CRM System
Order	20
Force session close	No
Logic	Logic is written to record the appropriate Event for the given action id.
Pre-condition	None

5.6.2 Close Session

The Close Session informant records the final outcomes of the customer interaction and updates all analytical choice models at session close.

Table 5-84 describes the parameters for the Close Session informant.

Table 5-84 Informant Close Session

Parameter	Description
Informant Name	Close Session
Session Keys	Session / Interaction Id
Request Data	Abandonment Status (String) mapped to Current Interaction.Abandoment Status Attrition Status (String) mapped to Current Interaction.Attrition Status Customer Satisfaction (String) mapped to Current Interaction.Satisfaction Rating Escalation Status (String) mapped to Current Interaction.Escalation StatusFCR Resolved (String) mapped to Current Interaction.FCR Resolved Interaction Duration (String) mapped to Current Interaction.Duration Interaction Outcome (String) mapped to Current Interaction.Outcome Resolution (String) mapped to Current Interaction.Resolution Solutions Offered (String Array) mapped to Current Interaction.Solutions Offered Transfer Status (String) mapped to Current Interaction.Transfer Status
External System	CRM System
Order	25
Force session close	Yes
Logic	Logic is written to update all choice models based on incoming request data values for this integration point.
Pre-condition	None

5.6.3 Identify Customer

The Identify Customer informant sends the id values for Account, Person, and Household to Oracle RTD.

Table 5-85 describes the parameters for the Identify Customer informant.

Table 5-85 Informant Identify Customer

Parameter	Description
Informant Name	Identify Customer
Session Keys	Session / Interaction Id
Request Data	Account Id (String) mapped to Customer.Account Id Household Id (String) mapped to Customer.Household Id Person Id (String) mapped to Customer.Person Id
External System	CRM System
Order	5
Force session close	No
Logic	Logic is written to fill the session().customer() entity.
Pre-condition	None

5.6.4 Offer Response

The Offer Response informant can be called to record the results of offers recommended by Oracle RTD.

Table 5-86 describes the parameters for the Offer Response informant.

Table 5-86 Informant Offer Response

Parameter	Description
Informant Name	Offer Response
Session Keys	Session / Interaction Id
Request Data	Offer Id (String) Event (String) Offer Type (String)
External System	CRM System
Order	70
Force session close	No
Logic	Logic is written to record the appropriate Event for the given offer id.
Pre-condition	None

5.6.5 Solution Result

The Solution Result informant can be called to record the results of solutions offered to the customer.

Table 5-87 describes the parameters for the Solution Result informant.

Table 5-87 Informant Solution Result

Parameter	Description
Informant Name	Solution Result
Session Keys	Session / Interaction Id
Request Data	Solution Id (String Array) Solution Result (String Array)
External System	CRM System
Order	15
Force session close	No
Logic	Logic is written to record the appropriate results for the given array of solution ids.
Pre-condition	None

5.6.6 Start Session

The Start Session informant is called to initiate the Oracle RTD session and sends initial information regarding the customer interaction.

Table 5-88 describes the parameters for the Start Session informant.

Table 5-88 Informant Start Session

Parameter	Description
Informant Name	Start Session
Session Keys	Session / Interaction Id
Request Data	Agent Id (String) mapped to Current Interaction.Agent Id Customer Id (String) mapped to Customer.Customer Id Hold Type (String) mapped to Current Interaction.Hold Time IVR Path (String) mapped to Current Interaction.IVR Path
External System	CRM System
Order	1
Force session close	No
Logic	None
Pre-condition	None

5.6.7 Update Customer Interaction

The Update Customer Interaction informant is called to update attributes regarding the current interaction.

Table 5-89 describes the parameters for the Update Customer Interaction informant.

Table 5-89 Informant Update Customer Interaction

Parameter	Description
Informant Name	Update Customer Interaction
Session Keys	Session / Interaction Id
Request Data	Interaction Product Id (String) mapped to Current Interaction.Interaction Product Id Interaction Reason (String) mapped to Current Interaction.Interaction Reason Priority (String) mapped to Current Interaction.Priority Service Level (String) mapped to Current Interaction.Service Level Status (String) mapped to Current Interaction.Status
External System	CRM System
Order	20
Force session close	No
Logic	None
Pre-condition	None

5.7 Advisors and Associated Decisions

For each advisor listed in this section, a detailed breakdown is provided for the advisor, followed by the decision called by the advisor.

This section contains descriptions of the following advisors (and their corresponding decisions):

• Get Actions

• Get Cross Sell Offers

• Get Follow Up Actions

• Get Likely Call Product

• Get Likely Interaction Duration

• Get Likely Interaction Reason

• Get Offers

• Get Predictive Summary

• Get Promotions

• Get Ranked Solutions

• Get Retention Actions

• Get Up Sell Offers

5.7.1 Get Actions

The advisor Get Actions returns ranked Actions pulled from the choice group of the same name. It utilizes the Select Actions decision.

Table 5-90 describes the parameters for the advisor Get Actions.

Table 5-90 Advisor Get Actions

Parameter	Description
Advisor Name	Get Actions
Session Keys	Session / Interaction Id
Request Data	None
External System	CRM System
Order	11
Force session close	No
Decision	Select Actions
Group Decision	Select Actions
Default Choices	None
Logic	None
Pre-condition	None

Table 5-91 describes the parameters for the decision for the advisor Get Actions.

Table 5-91 Decision for Advisor Get Actions

Parameter	Description
Decision Name	Select Actions
Select Choices From	Actions Choice Group
Number of Choices to Select	5
Select at Random	No
Target Segments	Default
Priorities for Default Segment	Maximize Acceptance Likelihood 33% Maximize Expected Revenue 33% Maximize Marketing Priority 33%
Pre Selection Logic	None
Post Selection Logic	Generate learning entries for (int i = 0; i < choices.size(); i++) {choices.get(i).recordEvent("Presented");}

5.7.2 Get Cross Sell Offers

This advisor returns ranked Cross Sell Offers to the front end application. It utilizes the Select Cross Sell Offers decision.

Table 5-92 describes the parameters for the advisor Get Cross Sell Offers.

Table 5-92 Advisor Get Cross Sell Offers

Parameter	Description
Advisor Name	Get Cross Sell Offers
Session Keys	Session / Interaction Id
Request Data	Number of Offers (Integer) - Optional for overriding the default number of offers returned by the advisor. Product Id (String) - Id is to be used as base product for determining which cross sell offers to rank. If not supplied through the Get Cross Sell Offers integration point, this value must be populated through the Update Customer Interaction integration point. Rank Offers (String Array) - Optional to let Oracle RTD rank the supplied array of offer ids instead of retrieving the offers from an external data source.
External System	CRM System
Order	60
Force session close	No
Decision	Select Cross Sell Offers
Group Decision	Select Cross Sell Offers
Default Choices	None
Logic	Logic is included to populate the Rank Offers session entity with the incoming offer ids from the Rank Offers attribute if supplied. After this is done, the Select Cross Sell Offers decision is executed to rank either the supplied offer ids or read from the mapped dynamic choice data source.
Pre-condition	None

Table 5-93 describes the parameters for the decision for the advisor Get Cross Sell Offers.

Table 5-93 Decision for Advisor Get Cross Sell Offers

Parameter	Description
Decision Name	Select Cross Sell Offers
Select Choices From	Cross Sell Offers Choice Group
Number of Choices to Select	5
Select at Random	No
Target Segments	Default
Priorities for Default Segment	Maximize Acceptance Likelihood 50% Maximize Expected Revenue 50%
Pre Selection Logic	None
Post Selection Logic	Generate learning entries for (int i = 0; i < choices.size(); i++) {choices.get(i).recordEvent("Presented");}

5.7.3 Get Follow Up Actions

The advisor Get Follow Up Actions returns ranked Follow Up Actions pulled from the choice group of the same name. It utilizes the Select Follow Up Actions decision.

Table 5-94 describes the parameters for the advisor Get Follow Up Actions.

Table 5-94 Advisor Get Follow Up Actions

Parameter	Description
Advisor Name	Get Follow Up Actions
Session Keys	Session / Interaction Id
Request Data	None
External System	CRM System
Order	11
Force session close	No
Decision	Select Follow Up Actions
Group Decision	Select Follow Up Actions
Default Choices	None
Logic	None
Pre-condition	None

Table 5-95 describes the parameters for the decision for the advisor Get Follow Up Actions.

Table 5-95 Decision for Advisor Get Follow Up Actions

Parameter	Description
Decision Name	Select Follow Up Actions
Select Choices From	Follow Up Actions Choice Group
Number of Choices to Select	5
Select at Random	No
Target Segments	Default
Priorities for Default Segment	Maximize Acceptance Likelihood 33% Maximize Expected Revenue 33% Maximize Marketing Priority 33%
Pre Selection Logic	None
Post Selection Logic	Generate learning entries for (int i = 0; i < choices.size(); i++) {choices.get(i).recordEvent("Presented");}

5.7.4 Get Likely Call Product

The advisor Get Likely Call Product returns ranked call products pulled from the choice group of the same name. It utilizes the Select Likely Call Product decision. This decision is also called in the function, Get Top Call Product, which is used to populate the corresponding attribute in the Predictive Summary choice.

Table 5-96 describes the parameters for the advisor Get Likely Call Product.

Table 5-96 Advisor Get Likely Call Product

Parameter	Description
Advisor Name	Get Likely Call Product
Session Keys	Session / Interaction Id
Request Data	None
External System	CRM System
Order	7
Force session close	No
Decision	Select Likely Call Product
Group Decision	Select Likely Call Product
Default Choices	None
Logic	None
Pre-condition	None

Table 5-97 describes the parameters for the decision for the advisor Get Likely Call Product.

Table 5-97 Decision for Advisor Get Likely Call Product

Parameter	Description
Decision Name	Select Likely Call Product
Select Choices From	Call Product Choice Group
Number of Choices to Select	1
Select at Random	No
Target Segments	Default
Priorities for Default Segment	Maximize Likelihood 100%
Pre Selection Logic	None
Post Selection Logic	None

5.7.5 Get Likely Interaction Duration

The advisor Get Likely Interaction Duration returns ranked duration values pulled from the choice group of the same name. It utilizes the Select Likely Interaction Duration decision. This decision is also called in the function, Get Top Interaction Duration, which is used to populate the corresponding attribute in the Predictive Summary choice.

Table 5-98 describes the parameters for the advisor Get Likely Interaction Duration.

Table 5-98 Advisor Get Likely Interaction Duration

Parameter	Description
Advisor Name	Get Likely Interaction Duration
Session Keys	Session / Interaction Id
Request Data	None
External System	CRM System
Order	7
Force session close	No
Decision	Select Likely Interaction Duration
Group Decision	Select Likely Interaction Duration
Default Choices	None
Logic	None
Pre-condition	None

Table 5-99 describes the parameters for the decision for the advisor Get Likely Interaction Duration.

Table 5-99 Decision for Advisor Get Likely Interaction Duration

Parameter	Description
Decision Name	Select Likely Interaction Duration
Select Choices From	Interaction Duration Choice Group
Number of Choices to Select	1
Select at Random	No
Target Segments	Default
Priorities for Default Segment	Maximize Likelihood 100%
Pre Selection Logic	None
Post Selection Logic	None

5.7.6 Get Likely Interaction Reason

The advisor Get Likely Interaction Reason returns ranked duration values pulled from the choice group of the same name. It utilizes the Select Likely Interaction Reason decision. This decision is also called in the function, Get Top Interaction Reason, which is used to populate the corresponding attribute in the Predictive Summary choice.

Table 5-100 describes the parameters for the advisor Get Likely Interaction Reason.

Table 5-100 Advisor Get Likely Interaction Reason

Parameter	Description
Advisor Name	Get Likely Interaction Reason
Session Keys	Session / Interaction Id
Request Data	None
External System	CRM System
Order	7
Force session close	No
Decision	Select Likely Interaction Reason
Group Decision	Select Likely Interaction Reason
Default Choices	None
Logic	None
Pre-condition	None

Table 5-101 describes the parameters for the decision for the advisor Get Likely Interaction Reason.

Table 5-101 Decision for Advisor Get Likely Interaction Reason

Parameter	Description
Decision Name	Select Likely Interaction Reason
Select Choices From	Interaction Reason Choice Group
Number of Choices to Select	1
Select at Random	No
Target Segments	Default
Priorities for Default Segment	Maximize Likelihood 100%
Pre Selection Logic	None
Post Selection Logic	None

5.7.7 Get Offers

This advisor returns ranked offers to the front end application.

Table 5-102 describes the parameters for the advisor Get Offers.

Table 5-102 Advisor Get Offers

Parameter	Description
Advisor Name	Get Offers
Session Keys	Session / Interaction Id
Request Data	Number of Offers (Integer) - Optional for overriding the default number of offers returned by the advisor. Product Id (String) - Id is to be used as base product for determining which offers to rank. If not supplied through the Get Offers integration point, this value must be populated through the Update Customer Interaction integration point. Rank Offers (String Array) - Optional to let Oracle RTD rank the supplied array of offer ids instead of retrieving the offers from an external data source
External System	CRM System
Order	60
Force session close	No
Decision	Select Offers
Group Decision	Select Offers
Default Choices	None
Logic	Logic is included to populate the Rank Offers session entity with the incoming offer ids from the Rank Offers attribute if supplied. After this is done, the Select Offers decision is executed to rank either the supplied offer ids or read from the mapped dynamic choice data source.
Pre-condition	None

Table 5-103 describes the parameters for the decision for the advisor Get Offers.

Table 5-103 Decision for Advisor Get Offers

Parameter	Description
Decision Name	Select Offers
Select Choices From	Offers Choice Group
Number of Choices to Select	5
Select at Random	No
Target Segments	Default
Priorities for Default Segment	Maximize Acceptance Likelihood 50% Maximize Expected Likelihood 50%
Pre Selection Logic	None
Post Selection Logic	Generate learning entries for (int i = 0; i < choices.size(); i++) {choices.get(i).recordEvent("Presented");}

5.7.8 Get Predictive Summary

The advisor Get Predictive Summary returns the choice Predictive Summary from the choice group of the same name. It utilizes the Select Predictive Summary decision. The choice attributes tied to the predictive summary choice aggregate a combination of the top advisor predictions tied to the analytical choice group, for example, Interaction Reason, Interaction Duration, Attrition Likelihood, and so on.

Table 5-104 describes the parameters for the advisor Get Predictive Summary.

Table 5-104 Advisor Get Predictive Summary

Parameter	Description
Advisor Name	Get Predictive Summary
Session Keys	Session / Interaction Id
Request Data	None
External System	CRM System
Order	6
Force session close	No
Decision	Select Predictive Summary
Group Decision	Select Predictive Summary
Default Choices	None
Logic	None
Pre-condition	None

Table 5-105 describes the parameters for the decision for the advisor Get Predictive Summary.

Table 5-105 Decision for Advisor Get Predictive Summary

Parameter	Description
Decision Name	Select Predictive Summary
Select Choices From	Predictive Summary Choice Group
Number of Choices to Select	1
Select at Random	No
Target Segments	Default
Priorities for Default Segment	Maximize Likelihood 100%
Pre Selection Logic	None
Post Selection Logic	None

5.7.9 Get Promotions

This advisor returns ranked promotions to the front end application.

Table 5-106 describes the parameters for the advisor Get Promotions.

Table 5-106 Advisor Get Promotions

Parameter	Description
Advisor Name	Get Promotions
Session Keys	Session / Interaction Id
Request Data	Number of Offers (Integer) - Optional for overriding the default number of promotions returned by the advisor. Product Id (String) - Id is to be used as base product for determining which offers to rank. If not supplied through the Get Promotions integration point, this value must be populated through the Update Customer Interaction integration point. Rank Offers (String Array) - Optional to let Oracle RTD rank the supplied array of offer ids instead of retrieving the offers from an external data source
External System	CRM System
Order	60
Force session close	No
Decision	Select Promotions
Group Decision	Select Promotions
Default Choices	None
Logic	Logic is included to populate the Rank Offers session entity with the incoming offer ids from the Rank Offers attribute if supplied. After this is done, the Select Promotions decision is executed to rank either the supplied offer ids or read from the mapped dynamic choice data source.
Pre-condition	None

Table 5-107 describes the parameters for the decision for the advisor Get Promotions.

Table 5-107 Decision for Advisor Get Promotions

Parameter	Description
Decision Name	Select Promotions
Select Choices From	Promotions Choice Group
Number of Choices to Select	5
Select at Random	No
Target Segments	Default
Priorities for Default Segment	Maximize Acceptance Likelihood 50% Maximize Expected Likelihood 50%
Pre Selection Logic	None
Post Selection Logic	Generate learning entries for (int i = 0; i < choices.size(); i++) {choices.get(i).recordEvent("Presented");}

5.7.10 Get Ranked Solutions

The advisor Get Ranked Solutions returns ranked duration values pulled from the choice group of the same name. It utilizes the Select Ranked Solutions decision.

Table 5-108 describes the parameters for the advisor Get Ranked Solutions.

Table 5-108 Advisor Get Ranked Solutions

Parameter	Description
Advisor Name	Get Ranked Solutions
Session Keys	Session / Interaction Id
Request Data	None
External System	CRM System
Order	11
Force session close	No
Decision	Select Ranked Solutions
Group Decision	Select Ranked Solutions
Default Choices	None
Logic	None
Pre-condition	None

Table 5-109 describes the parameters for the decision for the advisor Get Ranked Solutions.

Table 5-109 Decision for Advisor Get Ranked Solutions

Parameter	Description
Decision Name	Select Ranked Solutions
Select Choices From	Solutions Choice Group
Number of Choices to Select	5
Select at Random	No
Target Segments	Default
Priorities for Default Segment	Maximize Likelihood 100%
Pre Selection Logic	None
Post Selection Logic	Generate learning entries for (int i = 0; i < choices.size(); i++) {choices.get(i).recordEvent("Presented");}

5.7.11 Get Retention Actions

The advisor Get Retention Actions returns ranked Retention Actions pulled from the choice group of the same name. It utilizes the Select Retention Actions decision.

Table 5-110 describes the parameters for the advisor Get Retention Actions.

Table 5-110 Advisor Get Retention Actions

Parameter	Description
Advisor Name	Get Retention Actions
Session Keys	Session / Interaction Id
Request Data	None
External System	CRM System
Order	11
Force session close	No
Decision	Select Retention Actions
Group Decision	Select Retention Actions
Default Choices	None
Logic	None
Pre-condition	None

Table 5-111 describes the parameters for the decision for the advisor Get Retention Actions.

Table 5-111 Decision for Advisor Get Retention Actions

Parameter	Description
Decision Name	Select Retention Actions
Select Choices From	Retention Actions Choice Group
Number of Choices to Select	5
Select at Random	No
Target Segments	Default
Priorities for Default Segment	Maximize Acceptance Likelihood 33% Maximize Expected Revenue 33% Maximize Marketing Priority 33%
Pre Selection Logic	None
Post Selection Logic	Generate learning entries for (int i = 0; i < choices.size(); i++) {choices.get(i).recordEvent("Presented");}

5.7.12 Get Up Sell Offers

This advisor returns ranked Up Sell Offers to the front end application.

Table 5-112 describes the parameters for the advisor Get Up Sell Offers.

Table 5-112 Advisor Get Up Sell Offers

Parameter	Description
Advisor Name	Get Up Sell Offers
Session Keys	Session / Interaction Id
Request Data	Number of Offers (Integer) - Optional for overriding the default number of Up Sell offers returned by the advisor. Product Id (String) - Id is to be used as base product for determining which Up Sell offers to rank. If not supplied through the Get Up Sell Offers integration point, this value must be populated through the Update Customer Interaction integration point. Rank Offers (String Array) - Optional to let Oracle RTD rank the supplied array of offer ids instead of retrieving the offers from an external data source.
External System	CRM System
Order	60
Force session close	No
Decision	Select Up Sell Offers
Group Decision	Select Up Sell Offers
Default Choices	None
Logic	Logic is included to populate the Rank Offers session entity with the incoming offer ids from the Rank Offers attribute if supplied. After this is done, the Select Up Sell Offers decision is executed to rank either the supplied offer ids or read from the mapped dynamic choice data source.
Pre-condition	None

Table 5-113 describes the parameters for the decision for the advisor Get Up Sell Offers.

Table 5-113 Decision for Advisor Get Up Sell Offers

Parameter	Description
Decision Name	Select Up Sell Offers
Select Choices From	Up Sell Offers Choice Group
Number of Choices to Select	5
Select at Random	No
Target Segments	Default
Priorities for Default Segment	Maximize Acceptance Likelihood 50% Maximize Expected Revenue 50%
Pre Selection Logic	None
Post Selection Logic	Generate learning entries for (int i = 0; i < choices.size(); i++) {choices.get(i).recordEvent("Presented");}

5.8 Models

This section describes each of the models in the Inline Service RTD_Base_Customer_Service and their configuration parameters.

This section contains the following topics:

• Section 5.8.1, "Choice Models"

• Section 5.8.2, "Choice Event Models"

5.8.1 Choice Models

Choice models have been configured for each of the choice groups under the Analysis parent choice group.

This section describes the following choice models:

• Call Product Model

• Customer Attrition Model

• Customer Satisfaction Model

• First Call Resolution Model

• Interaction Abandonment Model

• Interaction Duration Model

• Interaction Escalation Model

• Interaction Outcome Model

• Interaction Reason Model

• Interaction Transfer Model

• Service Level Model

5.8.1.1 Call Product Model

The Call Product model is a choice model associated with the Call Product choice group.

Table 5-114 Call Product Model

Parameter	Description
Model Name	Call Product Model
Model Setting	Use for prediction, Randomize Likelihood, Default time window, Algorithm: Bayesian
Choice Group	Call Product
Mutually Exclusive	Yes
Partitioning Attributes	None
Excluded Attributes	Current Interaction - Interaction Product Id Current Interaction - Product Name
Learn Location	On session close
Temporary Data Storage	None

5.8.1.2 Customer Attrition Model

The Customer Attrition model is a choice model associated with the Customer Attrition choice group.

Table 5-115 Customer Attrition Model

Parameter	Description
Model Name	Customer Attrition Model
Model Setting	Use for prediction, Randomize Likelihood, Default time window, Algorithm: Bayesian
Choice Group	Customer Attrition
Mutually Exclusive	Yes
Partitioning Attributes	None
Excluded Attributes	Current Interaction - Attrition Status
Learn Location	On session close
Temporary Data Storage	None

5.8.1.3 Customer Satisfaction Model

The Customer Satisfaction model is a choice model associated with the Customer Satisfaction choice group.

Table 5-116 Customer Satisfaction Model

Parameter	Description
Model Name	Customer Satisfaction Model
Model Setting	Use for prediction, Randomize Likelihood, Default time window, Algorithm: Bayesian
Choice Group	Customer Satisfaction
Mutually Exclusive	Yes
Partitioning Attributes	None
Excluded Attributes	Current Interaction - Satisfaction Rating
Learn Location	On session close
Temporary Data Storage	None

5.8.1.4 First Call Resolution Model

The First Call Resolution model is a choice model associated with the First Call Resolution choice group.

Table 5-117 First Call Resolution Model

Parameter	Description
Model Name	First Call Resolution Model
Model Setting	Use for prediction, Randomize Likelihood, Default time window, Algorithm: Bayesian
Choice Group	First Call Resolution
Mutually Exclusive	Yes
Partitioning Attributes	None
Excluded Attributes	None
Learn Location	On session close
Temporary Data Storage	None

5.8.1.5 Interaction Abandonment Model

The Interaction Abandonment model is a choice model associated with the Interaction Abandonment choice group.

Table 5-118 Interaction Abandonment Model

Parameter	Description
Model Name	Interaction Abandonment Model
Model Setting	Use for prediction, Randomize Likelihood, Default time window, Algorithm: Bayesian
Choice Group	Interaction Abandonment
Mutually Exclusive	Yes
Partitioning Attributes	None
Excluded Attributes	Current Interaction - Abandonment Status
Learn Location	On session close
Temporary Data Storage	None

5.8.1.6 Interaction Duration Model

The Interaction Duration model is a choice model associated with the Interaction Duration choice group.

Table 5-119 Interaction Duration Model

Parameter	Description
Model Name	Interaction Duration Model
Model Setting	Use for prediction, Randomize Likelihood, Default time window, Algorithm: Bayesian
Choice Group	Interaction Duration
Mutually Exclusive	Yes
Partitioning Attributes	None
Excluded Attributes	Current Interaction - Duration
Learn Location	On session close
Temporary Data Storage	None

5.8.1.7 Interaction Escalation Model

The Interaction Escalation model is a choice model associated with the Interaction Escalation choice group.

Table 5-120 Interaction Escalation Model

Parameter	Description
Model Name	Interaction Escalation Model
Model Setting	Use for prediction, Randomize Likelihood, Default time window, Algorithm: Bayesian
Choice Group	Interaction Escalation
Mutually Exclusive	Yes
Partitioning Attributes	None
Excluded Attributes	Current Interaction - Escalation Status
Learn Location	On session close
Temporary Data Storage	None

5.8.1.8 Interaction Outcome Model

The Interaction Outcome model is a choice model associated with the Interaction Outcome choice group.

Table 5-121 Interaction Outcome Model

Parameter	Description
Model Name	Interaction Outcome Model
Model Setting	Use for prediction, Randomize Likelihood, Default time window, Algorithm: Bayesian
Choice Group	Interaction Outcome
Mutually Exclusive	Yes
Partitioning Attributes	None
Excluded Attributes	Current Interaction - Outcome
Learn Location	On session close
Temporary Data Storage	None

5.8.1.9 Interaction Reason Model

The Interaction Reason model is a choice model associated with the Interaction Reason choice group.

Table 5-122 Interaction Reason Model

Parameter	Description
Model Name	Interaction Reason Model
Model Setting	Use for prediction, Randomize Likelihood, Default time window, Algorithm: Bayesian
Choice Group	Interaction Reason
Mutually Exclusive	Yes
Partitioning Attributes	None
Excluded Attributes	Current Interaction - Interaction Reason
Learn Location	On session close
Temporary Data Storage	None

5.8.1.10 Interaction Transfer Model

The Interaction Transfer model is a choice model associated with the Interaction Transfer choice group.

Table 5-123 Interaction Transfer Model

Parameter	Description
Model Name	Interaction Transfer Model
Model Setting	Use for prediction, Randomize Likelihood, Default time window, Algorithm: Bayesian
Choice Group	Interaction Transfer
Mutually Exclusive	Yes
Partitioning Attributes	None
Excluded Attributes	Current Interaction - Transfer Status
Learn Location	On session close
Temporary Data Storage	None

5.8.1.11 Service Level Model

The Service Level model is a choice model associated with the Service Level choice group.

Table 5-124 Service Level Model

Parameter	Description
Model Name	Service Level Model
Model Setting	Use for prediction, Randomize Likelihood, Default time window, Algorithm: Bayesian
Choice Group	Service Level
Mutually Exclusive	Yes
Partitioning Attributes	None
Excluded Attributes	Current Interaction - Service Level
Learn Location	On session close
Temporary Data Storage	None

5.8.2 Choice Event Models

Choice Event models have been configured for each of the choice groups under the Decisioning parent choice group.

This section describes the following choice event models:

• Cross Sell Offers Event Model

• Follow Up Action Event Model

• Offers Event Model

• Promotions Event Model

• Retention Action Event Model

• Solutions Event Model

• Up Sell Offers Event Model

5.8.2.1 Cross Sell Offers Event Model

The Cross Sell Offers Event model is a choice model associated with the Cross Sell Offers choice group.

Table 5-125 Cross Sell Offers Event Model

Parameter	Description
Model Name	Cross Sell Offers Event Model
Model Setting	Use for prediction, Randomize Likelihood, Default time window, Algorithm: Bayesian
Choice Group	Cross Sell Offers
Base Event	Presented
Positive Outcome Events	Interested Fulfilled
Partitioning Attributes	None
Excluded Attributes	None
Learn Location	On session close
Temporary Data Storage	None

5.8.2.2 Follow Up Action Event Model

The Follow Up Action Event model is a choice model associated with the Follow Up Actions choice group.

Table 5-126 Cross Sell Offers Event Model

Parameter	Description
Model Name	Follow Up Action Event Model
Model Setting	Use for prediction, Randomize Likelihood, Default time window, Algorithm: Bayesian
Choice Group	Follow Up Actions
Base Event	Presented
Positive Outcome Events	Accepted
Partitioning Attributes	None
Excluded Attributes	None
Learn Location	On session close
Temporary Data Storage	None

5.8.2.3 Offers Event Model

The Offers Event model is a choice model associated with the Offers choice group.

Table 5-127 Offers Event Model

Parameter	Description
Model Name	Offers Event Model
Model Setting	Use for prediction, Randomize Likelihood, Default time window, Algorithm: Bayesian
Choice Group	Offers
Base Event	Presented
Positive Outcome Events	Interested Fulfilled
Partitioning Attributes	None
Excluded Attributes	None
Learn Location	On session close
Temporary Data Storage	None

5.8.2.4 Promotions Event Model

The Promotions Event model is a choice model associated with the Promotions choice group.

Table 5-128 Promotions Event Model

Parameter	Description
Model Name	Promotions Event Model
Model Setting	Use for prediction, Randomize Likelihood, Default time window, Algorithm: Bayesian
Choice Group	Promotions
Base Event	Presented
Positive Outcome Events	Interested Fulfilled
Partitioning Attributes	None
Excluded Attributes	None
Learn Location	On session close
Temporary Data Storage	None

5.8.2.5 Retention Action Event Model

The Retention Action Event model is a choice model associated with the Retention Actions choice group.

Table 5-129 Retention Action Event Model

Parameter	Description
Model Name	Retention Action Event Model
Model Setting	Use for prediction, Randomize Likelihood, Default time window, Algorithm: Bayesian
Choice Group	Retention Actions
Base Event	Presented
Positive Outcome Events	Accepted
Partitioning Attributes	None
Excluded Attributes	None
Learn Location	On session close
Temporary Data Storage	None

5.8.2.6 Solutions Event Model

The Solutions Event model is a choice model associated with the Ranked Solutions choice group.

Table 5-130 Solutions Event Model

Parameter	Description
Model Name	Solutions Event Model
Model Setting	Use for prediction, Randomize Likelihood, Default time window, Algorithm: Bayesian
Choice Group	Ranked Solutions
Base Event	Presented
Positive Outcome Events	Accepted
Partitioning Attributes	None
Excluded Attributes	None
Learn Location	On session close
Temporary Data Storage	None

5.8.2.7 Up Sell Offers Event Model

The Up Sell Offers Event model is a choice model associated with the Up Sell Offers choice group.

Table 5-131 Up Sell Offers Event Model

Parameter	Description
Model Name	Up Sell Offers Event Model
Model Setting	Use for prediction, Randomize Likelihood, Default time window, Algorithm: Bayesian
Choice Group	Up Sell Offers
Base Event	Presented
Positive Outcome Events	Interested Fulfilled
Partitioning Attributes	None
Excluded Attributes	None
Learn Location	On session close
Temporary Data Storage	None

5.9 Functions

This section catalogs the list of predefined functions included in the Inline Service RTD_Base_Customer_Service.

Table 5-132 RTD_Base_Customer_Service Functions

Function	Inputs	Outputs	Area Utilized In	Comments
Get Analysis Values List	Category (String))	Analysis Value Array	Groups Attributes for Choice Groups: - Customer Satisfaction - Interaction Outcome - Interaction Reason - Interaction Duration - Service Level	This function retrieves an array of Analysis choice values for various Analysis Choice Groups. It is used to populate the dynamic choices for Customer Satisfaction Choice Group, Interaction Outcome Choice Group, Interaction Reason Choice Group, Interaction Duration Choice Group, and Service Level Choice Group based on the value for the Category input.
Get Campaign Names in Past Days	Campaign Items (Campaign Item Array) Days (Integer)	String Array	Campaign History Entity	This function loops through all campaign items associated with the customer and returns and unique list of campaign name values within the given number of days from the current date.
Get Choice Likelihood	modelName (String) thisChoice (Choice)	Double	Choice attribute, Choice Likelihood.	For a given choice model name and choice, this function returns the RTD likelihood score.
Get Cross Sell Product List	Product Id	Product Array	Cross Sell Product Choice Group, Group Attributes	This function is used to return an array of Products for the Cross Sell dynamic choice. The result is either a ranked products array supplied as incoming parameter of an advisor or an array of cross sell products loaded using data source mapping.
Get Days Left	Expiry Date (Date)	Integer	Promotion Entity	This function calculates the number of days from now to expiryDate.
Get Days Since Last Campaign	Campaign Items (Campaign Item Array)	Integer	Campaign History Entity	This function calculates the number of days from last campaign to now based on the Campaign Date.
Get Days Since Last Interaction	Past Interactions (Interaction Array)	Integer	Interaction History Entity	This function calculates the number of days from last interaction to now based on the Interaction Date.
Get Days Since Last Opportunity	Past Opportunities (Opportunity Array)	Integer	Opportunity History Entity	This function calculates the number of days from last customer opportunity to now based on the Opportunity create date.
Get Days Since Last Purchase	Purchased Items (Purchased Item Array)	Integer	Purchase History Entity	This function calculates the number of days from the last purchase to now based on the purchase date.
Get Days Since Last Service Request	Past Service Requests (Service Request Array)	Integer	Service Request History Entity	This function calculates the number of days from last service request to now based on the Service Request create date.
Get Duration In Days	Start Date (Date) End Date (Date)	Integer	Multiple Objects	This function calculates the number of days from start date to end date.
Get Follow Up Action List	Active (String)Category (String))	Action Entity Array	Follow Up Actions Choice Group, Group Attributes	This function retrieves an array of follow up actions. Used with the Follow Up actions dynamic choice group.
Get Interaction Types In Past Days	Past Interactions (Interaction Array) Days (Integer)	String Array	Interaction History Entity	This function returns array of interaction types within the past given days based on the Interaction create date.
Get Last Campaign Category	Campaign Items (Campaign Item Array)	String	Campaign History Entity	This function returns the campaign category of the most recent campaign item based on campaign date.
Get Last Campaign Delivery Method	Campaign Items (Campaign Item Array)	String	Campaign History Entity	This function returns the campaign delivery method of the most recent campaign item based on campaign date.
Get Last Campaign Name	Campaign Items (Campaign Item Array)	String	Campaign History Entity	This function returns the campaign name of the most recent campaign item based on campaign date.
Get Last Campaign Type	Campaign Items (Campaign Item Array)	String	Campaign History Entity	This function returns the campaign type of the most recent campaign item based on campaign date.
Get Last Interaction Status	Past Interactions (Interaction Array)	String	Interaction History Entity	This function returns the status of the last associated interaction to the customer based on the interaction date.
Get Last Interaction Type	Past Interactions (Interaction Array)	String	Interaction History Entity	This function returns the type of the last associated interaction to the customer based on the interaction date.
Get Last Opportunity Expected Revenue	Past Opportunities (Opportunity Array)	Double	Opportunity History Entity	This function returns the expected revenue of the most recent opportunity associated with the customer.
Get Last Opportunity Product	Past Opportunities (Opportunity Array)	String	Opportunity History Entity	This function returns the product of the most recent opportunity associated with the customer.
Get Last Opportunity Product Line	Past Opportunities (Opportunity Array)	String	Opportunity History Entity	This function returns the product line of the most recent opportunity associated with the customer.
Get Last Opportunity Sales Stage	Past Opportunities (Opportunity Array)	String	Opportunity History Entity	This function returns the current sales stage of the most recent opportunity associated with the customer.
Get Last Purchased Amount	Purchase Items (Purchased Item Array)	Double	Purchase History Entity	This function returns the purchase amount of the most recent purchased product associated with the customer.
Get Last Purchased Product	Purchase Items (Purchased Item Array)	String	Purchase History Entity	This function returns the product name of the most recent purchased product associated with the customer.
Get Last Purchased Product Line	Purchase Items (Purchased Item Array)	String	Purchase History Entity	This function returns the product line of the most recent purchased product associated with the customer.
Get Last Service Request Product	Past Service Requests (Service Request Array)	String	Service Request History Entity	This function returns the product associated with the last created Service Request tied to the customer.
Get Last Service Request Reason	Past Service Requests (Service Request Array)	String	Service Request History Entity	This function returns the reason associated with the last created Service Request tied to the customer.
Get Last Service Request Solution	Past Service Requests (Service Request Array)	String	Service Request History Entity	This function returns the solution name associated with the last created Service Request tied to the customer.
Get Last Service Request Status	Past Service Requests (Service Request Array)	String	Service Request History Entity	This function returns the current status associated with the last created Service Request tied to the customer.
Get Last Service Request Type	Past Service Requests (Service Request Array)	String	Service Request History Entity	This function returns the type associated with the last created Service Request tied to the customer.
Get Number Of Interactions In Past Days	Past Interactions (Interaction Array), Days (Integer)	Integer	Interaction History Entity	This function counts the number of interactions in the past given days.
Get Number Of Opportunities In Past Days	Past Opportunities (Opportunity Array), Days (Integer)	Integer	Opportunity History Entity	This function counts the number of opportunities in the past given days.
Get Number Of Service Requests In Past Days	Past Service Requests (Service Requests Array)	Integer	Service Request History Entity	This function counts the number of service requests in the past given days.
Get Opportunity Product Lines	Past Opportunities (Opportunity Array)	String Array	Opportunity History Entity	This function returns the product lines of all customer opportunities.
Get Product Lines Owned	Purchased Items (Purchased Items Array)	String Array	Purchase History Entity	This function returns product lines of the purchased items associated with the customer.
Get Product List	Active (String)	Product Entity Array	Call Product Choice Group, Group Attributes	This function retrieves an array of products. Used with the Call Product dynamic choice group.
Get Promotion List	None	Promotion Entity Array	Promotions Choice Group, Group Attributes	This function is used to return array of Promotion entity for Promotion dynamic choice. The result is either ranked promotion array supplied as incoming parameter of advisors or array of promotions loaded using data source mapping.
Get Retention Action List	Active (String)Category (String))	Action Entity Array	Retention Actions Choice Group, Group Attributes	This function retrieves an array of retention actions. Used with the Retention actions dynamic choice group.
Get Solution List	Active (String)Product Id (String))	Solution Entity Array	Solutions Choice Group, Group Attributes	This function retrieves an array of Solutions. Used with the solutions dynamic choice group.
Get Specific Choice Likelihood	modelName (String)thisChoiceName (string)	Double	Various Choice Attributes	This function returns likelihood for a given inputted choice that is part of a Choice Model (as opposed to a choice event model). As inputs, the user must pass in the value for the "Name" attribute assigned to the choice and the model name that choice is part of.
Get Top Call Product	None	String	Predictive Summary Choice	This function calls the Select Likely Call Product decision and returns the top ranked call product according to it.
Get Top Interaction Duration	None	String	Predictive Summary Choice	This function calls the Select Likely Interaction Duration decision and returns the top ranked call product according to it.
Get Top Interaction Reason	None	String	Predictive Summary Choice	This function calls the Select Likely Interaction Reason decision and returns the top ranked call reason according to it.
Get Total Amount Spent	Purchased Items (Purchase Items Array)	Double	Purchase History Entity	This function sums up the amount the customer spent so far based on purchase amount of products owned.
Get Total Amount Spent in Last 90 Days	Purchased Items (Purchase Items Array)	Double	Purchase History Entity	This function sums up the amount the customer spent in past 90 days.
Get Up Sell Product List	Product Id (String)	Product Entity Array	Up Sell Offers Choice Group, Group Attributes	This function is used to return array of Product entity for Up Sell dynamic choice. The result is either ranked products array supplied as incoming parameter of advisors or array of up sell products loaded using data source mapping.
Multiply	A (Double)B (Double)	Double	Various objects	This function multiplies the given numbers.
Set Choice Model	Choice Model Name (String)Choice Name (String)	None	Close Session integration point	This function is used to store all of the logic needed to set the Choice Models tied to the Choice Groups.
Set Session Rank Offers	Offers (String array)	None	Various Advisor Integration Points	This procedure is used to parse and set the session Rank Offers attribute before decision selection.

5.10 Batch Use of the Base Customer Service Module

The batch examples provided in this base solution demonstrate a technical implementation of the Oracle RTD platform's batch framework. Logic has been included in this Inline Service to allow for the batch operation of this solution. The following scenarios for batch use are:

• Batch Scenario 1 - Learning of offline customer call data to update the analytical choice groups, for example, Call Reason, Call Duration, and so on.

  To facilitate this example, source customer data for this example should be provided in the form of a customer text file which contains data that allows for the analytical choice group models to be updated.

• Batch Scenario 2 - Batch recommendations of actions that customers can use for outbound applications.

  The batch Inline Service should provide batch recommendations and write to an output table where a customer would use the output records for external purposes.

Each of the above use cases is configured through .java files and adheres to the sequence of API's that the batch framework expects, namely:

1. init() - Called once by the framework before starting the batch's processing loop.

2. getNextInput() - Returns the next input row to be processed by the batch.

3. executeRow() - The batch job implements this method to process the input row that was returned by getNextInput().

4. flushOutputs() - Called by the framework to allow the batch job to flush its output table buffers.

5. cleanup() - Called by the framework after the batch is finished or is being stopped. Cleans up any resources allocated by the batch job, such as the result set created by its init() method.

For full details of the methods of the BatchJob interface and execution of the batch framework, refer to the Oracle RTD Batch Framework chapter in Oracle Real-Time Decisions Platform Developer's Guide.

A separate .java file has been created for each of the batch use cases described in this section. These java files are located under the path, RTD_ILS_HOME/RTD_Base_Customer_Service/src/batch where RTD_ILS_HOME is the directory into which the Inline Service RTD_Base_Customer_Service has been saved. The following are the .java files included:

• BatchLearn.java

• BatchRecommend.java

Important:

These java files should not be relocated as their path is referenced by the Inline Service when registering each of the batch process to the batch framework.

This section contains the following topics:

• Section 5.10.1, "Registering Batch Jobs for Base Customer Service"

• Section 5.10.2, "BatchLearn.java"

• Section 5.10.3, "BatchRecommend.java"

5.10.1 Registering Batch Jobs for Base Customer Service

The logic for registering each of the batch job .java files can be found in the Logic section of the Application object of the Inline Service. Both .java files are registered against the default path, RTD_Base_Customer_Service/src/batch.

If users decide not to include batch functionality with their Inline Service, they must comment out the logic in this section.

5.10.2 BatchLearn.java

The BatchLearn.java file contains the logic to process a list of customers and offer responses, obtained through a SQL query, and calls the Inline Service informant to update its learning models.

init()

The init() API loads all of the batch parameters defined for this batch job, such as the SQL statement that pulls customer interaction data to be processed by the job. Currently, the java file has a default SQL statement that pulls data from a table called BatchInteractions. However, customers should replace this with their own table from which to learn.

getNextInput()

The getNextInput() API processes the given result set of customer data and sets the data into the inputRow object to be processed by the executeRow() API.

executeRow()

The executeRow() API calls the Start Session informant to begin the Oracle RTD session, passing it the appropriate request parameters. It then calls the CloseSessionInformant() API, which in turn calls the Close Session integration point. The Close Session integration point contains the logic that updates all of the learning models tied to the interaction.

flushOutputs()

The flushOutputs() API is not used for this batch job.

cleanup()

The cleanup() API closes out the result set built from the init() API and closes the database connection.

5.10.3 BatchRecommend.java

The BatchRecommend.java file contains the logic to process a list of customers obtained through a SQL query, and calls the Inline Service advisor Get Actions to retrieve the top ranked action for a given customer. This output is then written to an output table defined by the customer.

init()

The init() API loads all of the batch parameters defined for this batch job, such as the SQL statement for pulling the list of customers for whom to retrieve the best action. In this example, the SQL is tied to a table BatchCustomers. However, customers should replace this with their own table from which to predict.

getNextInput()

The getNextInput() API processes the given result set of customer data and sets the data into the inputRow object to be processed by the executeRow() API.

executeRow()

The executeRow() API calls the Get Actions integration point, passing it the appropriate customer id from the inputRow object. The recommended action is then obtained from the response and passed to the insertOrUpdate() API, which uses JDBC functionality and prepares the INSERT or UPDATE statement to be used after the flushOutputs() API is called..

flushOutputs()

The flushOutputs() API is called to execute all of the INSERT and UPDATE statements that have been collected and prepared by the insertOrUpdate() API.

cleanup()

The cleanup() API closes out the result set built from the init() API and closes the database connection.