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Data Lake

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

EG Data Lake

The EG Data Lake (EGDL) allows easy data sharing between the Conversation Platform and other high-value data domains such as booking, marketing, commerce, user, supplier, and partner.

The resulting data can be stitched together to unlock various use cases and help answer many business questions. Some potential points of cross-domain analysis include:

  • Conversation time, counts, costs, or friction by user, order, partner, etc.
  • Total costs/profit per order, supplier, user, partner, etc.
  • User loyalty, property metadata for reviews, etc.

The following diagram shows a potential use case of various cost analyses across different EG domains. For example, conversation costs can be an input to analyzing cost by supplier, partner, user, or order. For the full list of conversation data fields available, see the Conversations Data dictionary.

Conversation Data Lake Integration

Getting started with EG Data Lake

To learn more about accessing and consuming data that resides in EGDL, take a look at the EG Data Lake tutorial, and then explore the EGDL customer portal.

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