A, Creating Agent tables: Agent information table and agent-customer relationship table
B, Defining Agent tables in Optimize Configuration
C. Create Agent channel
D. Create Contact Optimize Session providing agent tables and agent channel.
Please click here to read the Part -1 of this blog
We shall continue with the next steps in this article which are –
E. Define Agent Capacity rules in Optimize session
F. Create Pre-opt flowchart and then run it
G. Run Optimize session
H. Run Post opt flowchart to deliver offers to optimized contacts.
Other options like “over the time period” and offer range will be disabled by default when you select agent channel.
Email rule: Select channel as “Email” or any other channel you have defined. We are using EMAIL in this example. You can define offer range here, so we have defined 0-2. That means at max only 2 offers will be selected by this rule which has a channel as “email”.
G. Run Optimize session to optimize the records:
Before running the session, we have a total proposed contact as 9. These proposed contacts are populated when you run a pre-opt flowchart:
Before Optimize session run, total proposed records were 9. Out of which 4 customers were selected to deliver offer via the “Email” channel and 5 customers were selected to deliver offers via Agent.
- We defined 2 rules in the CO session: Agent_rule and Email_rule.
- In Email_rule we defined maximum offer as 2. So out of 4, 2 are selected and 2 are excluded.
- Agent rule will include and exclude offers based on agent capacity defined in UACO_AGENT_INFO table. It will work in the below manner:
- Agent 1 has capacity 3 and total customers proposed are 5 (customer id’s-1,2,3,4,5). So out of 5 customers, it has randomly taken 3 customers and excluded 2.
Thus, Email rule excluded 2 and Agent rule excluded 2 that makes total optimize records as 9-4= 5
Take input from the optimized table and deliver offer using call list/mail list process box:
Extract process box should take input from the optimized list as shown below:
Now run this post-opt flowchart to deliver an offer to the client. Once the flowchart finishes run, check history tables:
Once the flowchart runs, you can check contact history/ detail contact history tables: