Configuring Account Alert Banners

This configuration enables selected insights to appear as banners at the top of the Customer Intelligence Hub. You can use any type of account-based insights to display as banners.

If you are using account alerts, you can convert selected alerts to insights, where they can then be used as banners.

Oracle recommends being selective in the number of banners you display, as the alerts can overwhelm the screen if there are a large number of them.

Configuring Insights for Banner Alerts

Some accounts have important information that should be surfaced immediately to a customer service agent during a call. For example, if a customer is currently experiencing an outage, or is currently in the severance process, having a message at the top of the screen that notifies the agent of these circumstances can help the agent set the correct tone for the call.

You use insight types, insight groups, and the insight class Customer Intelligence Hub Banners (C1CH) to create these banner alerts. All insight types that are associated with the insight group that references the C1CH insight class will display as banners. If you do not associate any insight types with the C1CH insight class, no banners are displayed.

You can create your own insight types, or you can use delivered insight types such as Account Outage Events (C1-OUTAGE-LIST).

To configure a banner alert for the Customer Intelligence Hub:

  1. Create an insight group using the following values:
    • Insight Class: Customer Intelligence Hub Banners (C1CH)
    • Valid Visual Structures: Only Card and List structures are valid for banner messages.
  2. Add related insight types to the insight group. For example, add Account Outage Events (C1-OUTAGE-LIST). Note that the insight types you include should be account-related alerts, as they will display in the context of an account.

For additional information about insights, see Contextual Insights.

Converting Account Alerts to Banner Alerts

If you are using account alerts, you can convert specified alert types to insight types. You then use the instructions in the previous task to configure the insight types so that they display as banners in the Customer Intelligence Hub.

For each alert type you want to convert to a banner message, you will create two algorithms, then you will create a related insight type. After you have your alert insight types, you complete the steps listed in the section above, "Configuring Insights for Banner Alerts".

To convert an account alert to a banner alert:

  1. Locate the alert you want to convert, and make note of the alert code. For example, the code might be PA-BLOCK for an alert that notified you an account was not eligible for payment arrangements.
  2. Access algorithm type C1ACCTALERTS.
  3. From the drop-down arrow next to the Algorithm Type field, select Got to Algorithm and then select Add.
  4. Complete the following fields:
    • Algorithm: Name the algorithm, and note the name for use in a later step.
    • Description: Enter a description of the algorithm.
  5. In the Algorithm Versions section, enter the alert code in the Value field for the Alert Type parameter. For example, enter PA-BLOCK.
  6. Select Save.
  7. Access algorithm type C1CIALERT.
  8. From the drop-down arrow next to the Algorithm Type field, select Got to Algorithm and then select Add.
  9. Complete the following fields:
    • Algorithm: Name the algorithm, and note the name for use in a later step.
    • Description: Enter a description of the algorithm.
  10. In the Algorithm Versions section, enter the name of the algorithm you just created in the Value field for the Control Central Alert Algorithm parameter.
  11. Select Save.
  12. Create an insight type using either Card or List visual structure.
  13. Complete the following fields:
    • Insight Type: Name the insight type, and note the name for use in a later step.
    • Description: Enter a description of the insight type.
  14. In the Insight Algorithm field, enter the name of the second algorithm you created.
  15. Select Save.
  16. In the Insight Preview section of the form, verify that the alert looks as expected.
  17. Now that you have your insight created, complete the steps listed in the section above, "Creating a Banner Alert".

For additional information about algorithms and insights, see:

Parent topic: Configuring the Customer Intelligence Hub