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.
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We shall continue with the next steps in this article which are –
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: