Filter Contact History on Frequency and Recency Values | Vantage CX - 1.4 - Filter Contact History on Frequency and Recency Values - Vantage Customer Experience

Vantage Customer Experience User Guide

prodname
Vantage Customer Experience
vrm_release
1.4
created_date
June 2021
category
User Guide
featnum
B035-3800-099K
Starting in Vantage CX 1.2, Recency values can be specified for the following time periods:
  • Day (existing)
  • Hour (new)
  • Minute (new)

When filtering Contact History data on frequency and recency values, the Rules evaluator uses an AND operator, using Recency value first to filter Contact History data then the Frequency value is applied to the resulting List.

Example 1

Criteria:
-Qualify if: 
-Customer responded negatively 0 time
-To Message 'M1'
-In 'SMS' Channel
-In the last 7 days
 
Expression:
set("respondedCH", contactHistory("response", "negative", "message", "msg1")) &&
set("respondedPositivelyOnChannel", contactHistory(respondedCH, "frequency", equalTo(0), "recency", "day", lessThanOrEqual(7))) &&
count(respondedPositivelyOnChannel) == 0

The sequence of events of how the Rules engine evaluates this expression follows:

  1. Contact History data is filtered on Negative Response (response, negative) AND Message 'M1' Keyname (message, msg1) in one contactHistory expression. The resulting List is placed in a variable called "respondedCH" using the set expression function.
  2. A second contactHistory function is executed, this time with Frequency and Recency values using the filtered List from Step 1. This is separated into two sections:
    1. "frequency", equalTo(0)
    2. "recency", "day", lessThanOrEqual(7)
      Recency requires three parameters in the Rules expression:
      "recency"
      A fixed, special keyword to indicate Recency evaluation
      time period
      The time period for Recency evaluation which is one of the following values:
      • "day"
      • "hour"
      • "minute"
      a numeric operator expression function
      The following numeric expression functions can be used. Please refer to the expression guide for usage.
      • between
      • equalTo
      • greaterThan
      • greaterThanOrEqual
      • lessThan
      • lessThanOrEqual
      • notEqualTo

      When Recency is evaluated, the Contact History Response Dttm is transformed into a Day time period, as specified in the expression. The time period is then evaluated by the numeric operator, lessThanOrEqual(7).

      Frequency requires two parameters:
      "frequency"
      A fixed, special keyword to indicate Frequency evaluation
      a numeric operator expression function
      The following numeric expression functions can be used. Please refer to the expression guide for usage.
      • between
      • equalTo
      • greaterThan
      • greaterThanOrEqual
      • lessThan
      • lessThanOrEqual
      • notEqualTo
      Frequency and Recency must be specified in the same contactHistory expression.
  3. The resulting List from the Recency and Frequency evaluation is placed in the respondedPositivelyOnChannel variable.
  4. The final evaluation is executed by the count function.

Example 2

Criteria:
-Qualify if: 
-Message 'M1' has been extended at least twice
-In 'SMS' Channel
-In the last 12 hours
 
Expression:
set("extendedCH", contactHistory("response", "extended", "message", "msg1", "channel", "sms")) &&
set("extendedOnChannel", contactHistory(extendedCH, "frequency", greaterThanOrEqual(2), "recency", "hour", lessThanOrEqual(12))) &&
count(extendedOnChannel) > 0

Example 3

Criteria:
-Qualify if: 
-Customer responded to any Message once
-In 'SMS' Channel
-For Message Strategy 'Recharge'
-30 minutes ago
 
Expression:
set("responded", contactHistory("response", "any", "messageStrategy", "recharge", "channel", "sms")) &&
set("respondedOnChannel", contactHistory(responded, "frequency", equalTo(1), "recency", "minute", equalTo(30))) &&
count(respondedOnChannel) > 0