9.1 About Scoring

Scoring is a methodology to score events, correlation, and entity (customer or account).

The following are the methods of scoring:
  • Initial Scoring
  • Adjustment Scoring

Initial Scoring

Figure 9-1 Initial Scoring

This image describes the Initial Scoring process.

Table 9-1 Initial Scoring

Day Event - A Score Event - B Score Event - C Score Customer Score Correlation Score Pre case Score PTC Threshold PTC (Yes/No)
Day - 1 20 10 5 35 100 No
Day - 2 20 20 20 5 65 100 No
Day - 3 20 20 30 25 10 105 100 Yes
Day -1
  • A newly generated event (A), associated entity (customer), and correlation are scored. A case to get promoted, the pre-case should cross the threshold score (100).
  • The pre-case score is 35. It is the sum of event + customer + correlation = pre-case score. That is, 20 + 10 +5 = 35.
  • As it could not cross the threshold, hence, it remained as a pre-case.
Day -2
  • Another event (event B) is generated, along with event (A), associated entity (customer), and correlation are scored. A case to get promoted, the pre-case should cross the threshold score (100).
  • The pre-case score is 65. It is the sum of event A + event B + customer + correlation = pre-case score. That is, 20 + 20 + 10 +5 = 65.
  • As it could not cross the threshold, hence, it remained as a pre-case.
Day -3
  • Another event (event C) is generated along with event (event B), event (A), associated entity (customer), and correlation is scored. A case to get promoted, the pre-case should cross the threshold score (100).
  • The pre-case score is 65. It is the sum of event A + event B + event C + customer + correlation = pre-case score. That is, 20 + 20 + 30 + 10 +10 = 105.
  • A pre-case is promoted to the case.

Adjustment Scoring

An Adjustment Scoring happens every day for all events which are not part of PTC (Promote to case). That is, the event is scored every day till it is promoted to the case. This is the negative scoring of an event.

Figure 9-2 Adjustment Scoring

This image shows the Adjustment Scoring process.

Table 9-2 Adjustment Scoring

Period Event - A Score Event Adjustment Score Customer Score Correlation Score Pre-case Score PTC Threshold PTC (Yes/No)
Day - 1 20   10 5 35 100 No
2nd Month 20 -5 10 5 30 100 No
3rd Month 20 -10 10 5 25 100 No
Days -1
  • A newly generated event (A), associated entity (customer), and correlation are scored. A case to get promoted, the pre case should cross the threshold score (100).
  • The pre case score is 35. It is the sum of event + customer + correlation = pre case score. That is, 20 + 10 +5 = 35.
  • As it could not cross the threshold, hence, it remained as a pre-case.

2nd Month

  • If the event (A), associated entity (customer), and correlation are not promoted, an adjustment score is applied. That is, the event score is reduced (-5).
  • The pre-case score is 30. It is the sum of event + customer + correlation - event adjustment score = pre-case score. That is, 20 + 10 + 5 -5 = 30.

3rd Month

  • If the event (A), associated entity (customer), and correlation are not promoted, an adjustment score is applied further. That is, the event score is reduced (-10).
  • The pre-case score is 30. It is the sum of event + customer + correlation - event adjustment score = pre-case score. That is, 20 + 10 + 5 -10 = 25.