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Data Intelligence

Capabilities
Contact Center Management Console
Data Intelligence
Intelligent Contact Distribution API
User Context Service
Data Lake
Platform Data API
Data Visualization
Service Experience Metric Suite
Detractor Likelihood
Repeat Contact Likelihood
Repeat Purchase Likelihood
What-If Tool
Data Dictionary
Conversation Data
Repeat Purchase Likelihood Data
Rules Business Objects Reporting
Service Case Data
Workforce Optimization
Workforce Management
Agent Presence
Agent Evaluation
Voice Recording System
Smart Omni-Channel Routing
Callback
Intelligent Contact Distribution (ICD)
Queue Treatment
Realtime Insights
Routing Configuration
Routing Conversation To Agent
Omni-Channel Agent Tool
Channel Integration
Chat Channel Integration
Voice Channel Integration
Recording & Transcription
Voice providers and adapters
Softphone
Identity and Access Management
Resource Sharing Across Partners
RBAC Resource
Tool Access
Built-in Agent Roles
Login Details
Built-in Configuration Roles

Data Intelligence

Data Intelligence provides a cohesive view of what's happening across self-service and agent experiences in any channel or tool on the platform. The data made available to the EG Data platform surfaces context and insights that can be used to provide commercial offerings and intelligent experiences for automation and agent interactions.

Additionally, real-time and historical data collection and enrichment allows for seamless integration with other EG data signals (including identity, fraud, clickstreams, etc.) and provides operational reporting and programmatic API access.

Architecture

CPCE DI HLD

Conversation entities

A Conversation is any service engagement or event generated by the Conversation Platform and administered by the Virtual Agent (VA). It can be a chat, a voice call, or a Service Request.

The following diagram illustrates the relationships between the primary entities that form the Conversation Platform. For a complete list of available fields and their descriptions, refer to the Conversation Data dictionary.

ConversationPlatformV2Entities

Message

A Message is a text sent from or received by a Virtual Agent or human agent during a text-based Conversation.

Participant Session

Formerly known as conversation segment, a Participant Session captures the details of each participant, including the Virtual Agent, who initiated or joined the conversation.

Virtual Agent skills & tasks

A Skill (or Objective) represents a business function that performs specific operations. A Task represents the most granular unit of work needed to accomplish a Business Function.

Email

Conversational Email is the ability to sustain a conversation between a participant working from their email client in-box and an agent in Voyager Next. Email, as the longest standing and widest reaching non-voice channel, offers a known and comfortable experience for most customers which provides a send and forget experience which is often preferred.

Service Request

A Service Request (SR) is a vehicle or entity for an offline work item—one which captures the work to be done without holding the customer captive.

Workforce Management entities

Workforce Management combines forecast data published by the Workforce Planning team, with actual data captured by agent applications. The resulting workforce management reports allow customers to compare actual agent activity with forecast activity data to compute business compliance metrics (i.e., operational and financial metrics). These data points are available in 30-minute interval blocks. For a complete list of available fields and their descriptions, refer to the WFM Data Dictionary

forecast business objects half

Agent

  • A human agent who engages a traveler or other participant during a Conversation to provide service.

Conversation

  • Any service engagement or event generated by the CCaaS Platform. It can take the form of a chat, a voice call or a service request.

Forecast Group

  • A set of agent performance metrics defined by geographical regions and/or language.

Forecast Detail

  • A subset of a Forecast group defined by a geographical region; also called a Child Forecast Group.

Queue

  • A vector used to deliver a conversation to an agent based on the traveler's location, intent/objective, language, etc.

Queue Group

  • A way of assigning one or more queues to an agent.

    • Queue groups can be used to isolate a single conversation type or customer type (e.g. high-value customers) so that they can be routed to a dedicated group of agents.
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