Chapter 2: Interaction Routing Designer Objects Segmentation Objects
Segmentation Objects
Figure 168 on
shows the buttons for Segmentation objects that come into view when you click the Segmentation icon.
ANI
Figure 168: Icons for Segmentation Objects
Segmentation objects enable incoming interactions to take different paths. For example, you can segment based on the customer’s revenue potential. Or you can segment interactions based on time, date, day of the week, customer phone number (ANI), number dialed (DNIS), or a business rule.
The ANI Segmentation object separates incoming calls based on the
Automatic Number Identification (ANI) number, which is the originating phone number from which the call was made. The
EventRouteRequest message can contain ANI information:
EventRouteRequest*
AttributeDNIS'6661'
AttributeANI'5105551515'
AttributeThisDN'6661'
AttributeCollectedDigits'1'
Configure the value of the
ANI
for each segment in the
ANI Segmentation
Properties
dialog box (see
).
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Figure 169: ANI Segmentation Properties Dialog Box
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Chapter 2: Interaction Routing Designer Objects Segmentation Objects
Business
The Business Segmentation object separates interactions based on existing
business rules (see
). The example in
shows four business rules in the
Business Segmentation Properties dialog box.
Figure 170: Business Segmentation Properties Dialog Box
Business rules are reusable objects (see
). In this example, the br_new_english
business rule is defined using two attributes as shown in
.
332
Figure 171: Business Rule Dialog Box
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Attributes are reusable objects (see
), which you use to define business rules. The br_new_english
business rule separates out interactions where the customer is new and their language preference is English.
Continuing with this example, each attribute in
( att_acct_type
and att_language
) is defined in IRD with two possible values, which are customerentered digits (CEDs).
shows the values defined for
att_acct_type
.
Figure 172: Attribute Dialog Box
When you place a Business Segmentation object in a strategy, each rule creates its own output port. You can then connect each output from the Business
Segmentation object to another object.
shows an example.
Figure 173: Business Segmentation Object Output Ports Connected
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Classify
The Classify Segmentation object works with the Classify Multimedia object
(see
) and the Assign Categories object (see
). The
Classification Segmentation object segments incoming interactions to take different paths in a routing strategy based on classification categories.
This object provides a switching capability based on categories returned by
Classification Server or assigned manually. When a strategy using this object is in the
Routing Design
window, the object block may have as many outlet ports as necessary for the strategy; for example as many ports as necessary for classification categories returned by the Classify object.
Classify General Tab
shows the
Classify Segmentation Properties dialog box when
Classify by variable
is selected.
334
Figure 174: Classify Segmentation Object Properties Dialog Box
Example
The example below shows how the Classify and Classify Segmentation objects can work together.
•
Assume the Classify object first initiates a Classify request using two categories as parameters: cookery
and fiction
(see
).
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Figure 175: Example Classify Properties Dialog Box
URS attaches the classification results to the User Data with the key
CtgId
.
•
The strategy also contains a Classify Segmentation object. It has two normal outgoing ports: one for cookery
and another one for fiction
. URS compares the identifier kept in the User Data with the key
CtgId
to the IDs of the two categories specified in the properties of the Classify
Segmentation object (see
).
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Figure 176: Example Classify Segmentation Properties Dialog Box
If
CtgId
doesn't exist or is empty, the interaction exits through the red port; otherwise the interaction exits through one of the green ports (see
).
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Chapter 2: Interaction Routing Designer Objects Segmentation Objects
Classify
Segmentation Object
Attach Categories Object
Figure 177: Classify and Classify Segmentation Objects
Date
The Date Segmentation object enables you to separate interactions via from and to dates entered in the
Date Segmentation Properties dialog box. When you select a time zone and enter one or more
Date from and Up to date segments and click the
OK
button in the properties dialog box, the resulting
Date Segmentation object contains the same number of output ports as
segments (see
).
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Figure 178: Date Segmentation Properties Dialog Box
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Each interaction segment is then routed based on the date. The Check Integrity tool (see
) includes the time zone.
Note:
The value of the
Up To date parameter is excluded from the time interval. For example, if you segment interactions with a
Date From of
10/21/07 and an
Up To Date of 10/25/07, URS includes interactions arriving between 12:00:00 AM on 10/21/07 and 11:59:59 PM on
10/24/07.
This object only supports the following US date formats:
•
M/d/yy
•
M/d/yyyy
•
MM/dd/yy
•
MM/dd/yyyy
•
yy/MM/dd
•
dd-MMM-yy
Other formats prevent the strategy from compiling.
Day of Week
The Day of Week Segmentation object enables you to separate interactions based on the day of the week (Sunday through Saturday). As with the other
Segmentation objects, you configure values in a properties dialog box (see
).
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Figure 179: Day of Week Segmentation Properties Dialog Box
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Chapter 2: Interaction Routing Designer Objects Segmentation Objects
Within the
General tab, you can create segments for a specific
Day
. For example, you can have interactions arriving on Saturday take a different path than interactions arriving on Sunday. You then connect each Segmentation object output port to an input port of the next object in the strategy.
By clicking the
Advanced
option in the dialog box, you can create segments for a range of days. For example, you can segment weekdays separately from weekends by creating two segments; one segment extends from Monday through Friday and another from Saturday through Sunday.
Multiple segments can be connected to the same object.
Note:
The Check Integrity tool (see
) includes the time zone.
DNIS
The DNIS Segmentation object enables you to separate incoming calls based on the Dialed Number Identification System (DNIS) number. For example, it might be the 800 number that the caller dialed. The
EventRouteRequest message can contain DNIS information:
EventRouteRequest*
AttributeDNIS'6661'
AttributeANI'5105551515'
AttributeThisDN'6661'
AttributeCollectedDigits'1'
Configure the value of the
DNIS
for each segment in the
DNIS Segmentation
Properties dialog box.
shows an example.
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Figure 180: DNIS Segmentation Properties Dialog Box
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Generic
The Generic Segmentation object enables you to segment interactions by configuring logical expressions in the
Expression Builder
, which opens when you click the
Expression arrow in the
Generic Segmentation Properties
dialog box (see
).
Click arrow to open the Expression Builder Dialog Box
Figure 181: Generic Segmentation Properties Dialog Box
In
Expression Builder
, you select a data
Type
,
Name
,
Operator
, and
Value
(entered or selected). When you click
Add
,
Verify,
and
OK
in
Expression
Builder
, the
Generic Segmentation Properties dialog box contains the expression.
For example, you can configure three expressions and then click the
OK
button in the
Generic Segmentation Properties dialog box (see
). The resulting Generic Segmentation object contains the same number of output ports as segments.
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Figure 182: Generic Segmentation Object in Strategy
You then connect each output port to another object, such as a Routing object.
Note:
Business rules and attributes can prevent having to repeatedly re-create
logical expressions. See
for more information.
Screen
Use this object to process the results of the Screen (see
) or Multi-
Screen object (see
).
shows the
Screen Segmentation
Properties
dialog box when
Screen by variable is selected.
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Figure 183: Screen Segmentation Properties Dialog Box
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The Screen Segmentation object segments incoming interactions to take different paths in the strategy based on Screening Rule matches.
Depending on how the Screen or MultiScreen object was previously used in the strategy, Screening Rule IDs may be written to interaction User Data
(
AttributeUserData
as shown on
) or may be contained variables.
If you check
Screen by variable
, the variable must containd the Screening
Rule ID to be checked.
Note:
For additional information on Screening Rules and User Data, see the
Multimedia 7.6 User’s Guide.
Time
The Time Segmentation object enables you to separate interactions by selecting
From
and
Up until
times for each time segment in the
Time
Segmentation Properties dialog box (see
).
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Figure 184: Time Segmentation Properties Dialog Box
When you select a time zone and enter one or more
From
and
Up until
rows and click the
OK
button in the properties dialog box, the resulting Time
Segmentation object contains the same number of output ports as segments
(see
). Each segment is then routed based on the time of day.
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