This image is a diagram that shows the following elements:

LEFT

• At the top left, a box labeled 1. External System: IVR contains the words Call Begin INFORMANT. This box contains a sub-box labeled "Input Key: customerId."

• At the middle left, a box labeled 2. External System: CRM contains the words Service Complete INFORMANT. This box contains two sub-boxes labeled "Input Key: customerId" and "Input agent, length, ..."

• At the bottom left, a box labeled 3. External System: CRM contains the words Call End INFORMANT. This box contains a sub-box labeled "Input Key: customerId."

All three of the left-hand items are labeled INTEGRATION POINTS.

MIDDLE

• At the top center, a box labeled Session ENTITY contains three sub-boxes labeled Key: customerId, customer, and call. Arrows are drawn from each of the three boxes on the left to this box. The first arrow, from the Call Begin box, is labeled CREATES or UPDATES. The second arrow, from the Service Complete box, is labeled 2.1 ACCESS. The third arrow, from the Call End box, is labeled CLOSE.

• At the middle center, a box labeled Call ENTITY contains a sub-box labeled agent, length, ... An arrow points from the Session ENTITY box to the Call ENTITY box.

• At the middle center, below the Call ENTITY box, another box is labeled Reason Analysis CHOICE MODEL. An arrow points from the Service Complete INFORMANT box to the Reason Analysis CHOICE MODEL box. This arrow is labeled TRIGGER LEARNING.

• At the middle center, below the Reason Analysis CHOICE MODEL box, another box is labeled Call Reason CHOICE GROUP. This box contains a sub-box labeled code. An arrow points from the Reason Analysis CHOICE MODEL box to the Call Reason CHOICE GROUP box. This arrow is labeled ANALYSIS TARGET.

• At the bottom center, four boxes appear in a row, as follows:

  • Check Balance CHOICE with sub-box code = 17

  • Make Payment CHOICE with sub-box code = 18

  • Rate Inquiry CHOICE with sub-box code = 19

  • Other CHOICE with sub-box code = 20

  A four-headed arrow points from the Call Reason CHOICE GROUP box to each of the four CHOICE boxes.

RIGHT

• At the top right, a box labeled Customer ENTITY contains two smaller boxes: Key: customerId and age, language, ... An arrow points from the Session ENTITY box to the Customer ENTITY box.

• At the right center, a box is labeled Customer Data Source DATA SOURCE. A two-way arrow is located between the Customer ENTITY box to the Customer Data Source DATA SOURCE box. This two-way arrow is labeled MAPPED TO.

• At the bottom right, a cylinder is shown labeled RTD Database. This cylinder contains a small rounded box labeled CrossSellCustomers TABLE. One arrow points from Customer Data Source to the RTD Database. This arrow is labeled INPUT customerID. Another arrow points from the RTD Database to Customer Data Source. This arrow is labeled OUTPUT age, language, etc...