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Contents
List of Tables
Title and Copyright Information
Preface
Audience
Documentation Accessibility
Related Documents
Conventions
Part I Getting Started
1
Overview of Base Application Modules
2
Installation of Oracle RTD Base Application Modules
2.1
Installation Steps
3
Overview of Oracle Real-Time Decisions
3.1
Introduction to the Oracle RTD Decision Process
3.2
Integration Points Between External Applications and Oracle RTD
3.3
Overview of Oracle RTD Integration with External Applications
3.4
The Oracle RTD Decision Process
3.5
More About the Oracle RTD Decision Process Elements
3.5.1
Performance Goals
3.5.2
Decisions
3.5.3
Choice Groups and Choices
3.5.4
Eligibility Rules
3.5.5
Filtering Rules
3.5.6
Scoring Rules
3.5.7
Models
3.5.7.1
Model Usage Summary
3.5.7.2
Choice Models
3.5.7.3
Choice Event Models
3.6
General Oracle RTD Elements and Features
3.6.1
Data Sources
3.6.2
Entities
3.6.3
Functions
3.7
Oracle RTD Inline Services
3.8
Introduction to Oracle RTD Decision Studio
3.9
Analytic Reports and the Oracle RTD Decision Center
3.10
Oracle RTD Batch Framework
Part II Base Inline Services
4
Base E-Commerce
4.1
Introduction to Base E-Commerce
4.2
Overview of Choices Groups and Choices
4.2.1
Offer-Oriented Choices
4.2.2
Interaction-Oriented Choices
4.2.3
Informants Usage with Offer-Oriented and Transaction-Oriented Choices
4.3
Entities
4.3.1
Session Entity
4.3.2
Ad
4.3.3
Ad List
4.3.4
Agent Interaction
4.3.5
Campaign
4.3.6
Campaign History
4.3.7
Campaign Item
4.3.8
Cart Item
4.3.9
Clicked Ad
4.3.10
Clicked Promotion
4.3.11
Cross Sell Product List
4.3.12
Current Web Interaction
4.3.13
Customer
4.3.14
Interaction History
4.3.15
Organization
4.3.16
Person
4.3.17
Product
4.3.18
Promoted Item
4.3.19
Promotion
4.3.20
Promotion List
4.3.21
Purchased Item
4.3.22
Purchase History
4.3.23
Rank Offers
4.3.24
Search
4.3.25
Up Sell Product List
4.3.26
Web Action
4.3.27
Web Interaction
4.3.27.1
Derivation of Web Interaction Attributes in Referencing Entities
4.3.28
Web Page
4.4
Informants
4.4.1
Initiate Session
4.4.2
Identify Customer
4.4.3
Page Turn
4.4.4
Performed Search
4.4.5
Customer Action
4.4.6
Added To Cart
4.4.7
Offer Response
4.4.8
Web Support Feedback
4.4.9
Close Session
4.5
Advisors and Associated Decisions, Choice Groups, and Models
4.5.1
Decisioning Advisors
4.5.1.1
Get Upsell Offers
4.5.1.2
Get Cross Sell Offers
4.5.1.3
Get Promotions
4.5.1.4
Get Advertisements
4.5.1.5
Get Offers
4.5.2
Analysis Advisors
4.5.2.1
Get Abandonment Propensity
4.5.2.2
Get Likely Web Action
4.5.2.3
Get Likely Web Duration
4.5.2.4
Get Web Support Types
4.6
Functions
5
Base Customer Service
5.1
Introduction to Base Customer Service
5.2
Business Process Flows
5.2.1
General Service Workflow
5.2.2
Service Interaction Workflow
5.3
Performance Goals
5.4
Choice Groups
5.4.1
Analysis-Oriented Choice Groups
5.4.1.1
Call Product Choice Group
5.4.1.2
Customer Attrition Choice Group
5.4.1.3
Customer Satisfaction Choice Group
5.4.1.4
First Call Resolution Choice Group
5.4.1.5
Interaction Abandonment Choice Group
5.4.1.6
Interaction Duration Choice Group
5.4.1.7
Interaction Escalation Choice Group
5.4.1.8
Interaction Outcome Choice Group
5.4.1.9
Interaction Reason Choice Group
5.4.1.10
Interaction Transfer Choice Group
5.4.1.11
Service Level Choice Group
5.4.2
Decision-Oriented Choice Groups
5.4.2.1
Follow Up Actions Choice Group
5.4.2.2
Retention Actions Choice Group
5.4.2.3
Cross Sell Offers Choice Group
5.4.2.4
Promotions Choice Group
5.4.2.5
Up Sell Offers Choice Group
5.4.2.6
Predictive Summary Choice Group
5.4.2.7
Solutions Choice Group
5.5
Entities
5.5.1
Session Entity Model
5.5.2
Session Entities
5.5.2.1
Session Entity
5.5.2.2
Account
5.5.2.3
Agent
5.5.2.4
Campaign
5.5.2.5
Campaign History
5.5.2.6
Campaign Item
5.5.2.7
Current Interaction
5.5.2.8
Customer
5.5.2.9
Household
5.5.2.10
Interaction
5.5.2.11
Interaction History
5.5.2.12
Lead
5.5.2.13
Lead Opportunity History
5.5.2.14
Opportunity
5.5.2.15
Person
5.5.2.16
Purchased Item
5.5.2.17
Purchase History
5.5.2.18
Rank Offers
5.5.2.19
Service Request
5.5.2.20
Service Request History
5.5.3
Dynamic Choice Entity Models
5.5.3.1
Analysis Value
5.5.3.2
Product
5.5.3.3
Action
5.5.3.4
Solution
5.5.4
Dynamic Choice Entities
5.5.4.1
Action
5.5.4.2
Analysis Value
5.5.4.3
Analysis Values List
5.5.4.4
Cross Sell Product List
5.5.4.5
Follow Up Action List
5.5.4.6
Product
5.5.4.7
Product List
5.5.4.8
Promoted Item
5.5.4.9
Promotion
5.5.4.10
Promotion List
5.5.4.11
Retention Action List
5.5.4.12
Solution
5.5.4.13
Solution List
5.5.4.14
Up Sell Product List
5.6
Informants
5.6.1
Action Response
5.6.2
Close Session
5.6.3
Identify Customer
5.6.4
Offer Response
5.6.5
Solution Result
5.6.6
Start Session
5.6.7
Update Customer Interaction
5.7
Advisors and Associated Decisions
5.7.1
Get Actions
5.7.2
Get Cross Sell Offers
5.7.3
Get Follow Up Actions
5.7.4
Get Likely Call Product
5.7.5
Get Likely Interaction Duration
5.7.6
Get Likely Interaction Reason
5.7.7
Get Offers
5.7.8
Get Predictive Summary
5.7.9
Get Promotions
5.7.10
Get Ranked Solutions
5.7.11
Get Retention Actions
5.7.12
Get Up Sell Offers
5.8
Models
5.8.1
Choice Models
5.8.1.1
Call Product Model
5.8.1.2
Customer Attrition Model
5.8.1.3
Customer Satisfaction Model
5.8.1.4
First Call Resolution Model
5.8.1.5
Interaction Abandonment Model
5.8.1.6
Interaction Duration Model
5.8.1.7
Interaction Escalation Model
5.8.1.8
Interaction Outcome Model
5.8.1.9
Interaction Reason Model
5.8.1.10
Interaction Transfer Model
5.8.1.11
Service Level Model
5.8.2
Choice Event Models
5.8.2.1
Cross Sell Offers Event Model
5.8.2.2
Follow Up Action Event Model
5.8.2.3
Offers Event Model
5.8.2.4
Promotions Event Model
5.8.2.5
Retention Action Event Model
5.8.2.6
Solutions Event Model
5.8.2.7
Up Sell Offers Event Model
5.9
Functions
5.10
Batch Use of the Base Customer Service Module
5.10.1
Registering Batch Jobs for Base Customer Service
5.10.2
BatchLearn.java
5.10.3
BatchRecommend.java
6
Configuring the Base Inline Services
6.1
Aligning Your Business Flow with Oracle RTD
6.2
Integrating Oracle RTD with the Customer Front End
6.3
Mapping Entity Attributes to Customer Data Sources
6.4
Adding Additional Logic as Necessary
Part III Reference Library
7
Numeric Predictions
7.1
Introduction to Numeric Predictions
7.2
Application Object
7.3
Performance Goals
7.4
Choice Groups and Choices
7.4.1
Analysis - Web Site Duration
7.4.2
Decisioning - Web Duration Choice
7.4.3
Decisioning - Web Site Duration Prediction
7.5
Entities
7.5.1
Customer
7.5.2
Current Web Interaction
7.5.3
Numeric Prediction
7.6
Integration Point Workflows
7.7
Informants
7.7.1
Initiate Session
7.7.2
Identify Customer
7.7.3
Close Session
7.8
Advisors and Associated Decisions
7.8.1
Get Likely Web Duration
7.9
Models
7.10
Functions
7.11
Running Numeric Predictions with Loadgen
8
Batch Processing
8.1
Introduction to Batch Processing
8.2
Setup of the Sample Batch Data
8.3
The Batch .java Files
8.3.1
LearningBatchJob.java
8.3.2
LearningWithDirectEventRecordingBatchJob.java
8.3.3
OfferAcceptanceETLBatchJob.java
8.3.4
OfferAcceptanceETLTableInserterBatchJob.java
8.3.5
OfferScoringBatchJob.java
8.3.6
OfferScoringBatchJobReadahead.java
8.3.7
OfferSelectBatchJob.java
8.4
Batch Processing Inline Service Elements
8.4.1
Application Object
8.4.2
Performance Goals
8.4.3
Decisions
8.4.4
Choice Groups and Choices
8.4.5
Entities
8.4.5.1
Session Entity
8.4.5.2
Customer Entity
8.4.6
Informants
8.4.6.1
Call Info
8.4.6.2
Call Resolution
8.4.6.3
Call Start
8.4.6.4
Delete All Operational Data
8.4.6.5
Force Learning
8.4.6.6
Offer Response
8.4.6.7
Record Events
8.4.7
Advisors
8.4.7.1
Offer Request
8.4.8
Models
8.4.9
Functions
8.5
Running Batch Processing
Part IV Oracle RTD Decision Management Application Metadata and Inline Services
9
Elements in Core and Base Marketing Inline Services
9.1
Overview of Core and Base Marketing Inline Service Elements
9.2
Decision Management Inline Service Elements
9.2.1
Architecture Overview
9.2.2
Application
9.2.3
Session
9.2.4
Entities
9.2.4.1
CLM Dummy Entity
9.2.4.2
Customer (in Base Marketing ILS only)
9.2.5
Choice Groups
9.2.5.1
Campaign Choice Group
9.2.5.2
Offer Choice Group
9.2.5.3
Creative Choice Group
9.2.5.4
Tag Choice Group
9.2.5.5
Channel Choice Group
9.2.5.6
Placement Choice Group
9.2.5.7
Slot Choice Group
9.2.5.8
Slot Type Choice Group
9.2.5.9
Project Choice Group
9.2.5.10
Segment Choice Group
9.2.5.11
Decision Choice Group
9.2.6
Modeling
9.2.7
Integration Points
9.2.8
Decisions
9.2.9
Type Restrictions
9.2.9.1
Approval Status Type Restriction
9.2.9.2
Project Type Type Restriction
9.2.9.3
Region Type Restriction
9.2.9.4
Type Type Restriction
9.2.9.5
Eligibility Rule, Filtering Rule and Scoring Rule Type Restrictions
9.2.9.6
Choice Group Attribute Usage of the Type Restrictions
9.2.10
Propagation of Rules
9.2.11
Propagation of Events
9.2.12
External Performance Goal Editor
9.2.13
Decision Analytics Logging
9.2.14
Java APIs
9.2.14.1
Stores
9.2.14.2
A Note on "ids", "names", and "labels"
9.2.14.3
Distinctions Between the "CLM" Classes
9.2.14.4
Custom Handlers and CLMData
9.2.14.5
CLMChoiceBag
9.2.14.6
Loading the Choices of Active Projects in an Inline Service
9.2.14.7
Dynamic Choice Cache Administration Methods
10
Decision Management Setup Files
10.1
Core Metadata Files
10.2
Base Marketing (ref) Metadata Files
10.3
Database Files for Core and Base Marketing
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