1.0 - Creating a Criterion That Uses Session Context to Qualify Customer - Vantage Customer Experience

Vantage Customer Experience User Guide

prodname
Vantage Customer Experience
vrm_release
1.0
category
User Guide
featnum
B035-3800-099K
Vantage CX tracks session-specific information that is not saved after the session. You can use this information to create criteria based on the length of time the customer has been in a session at the channel, whether the customer is in more than one channel, or the length of time since the last request.
  1. Drag the Contact Selection function from the palette and drop it on the canvas.
  2. In the edit panel, select the CONTEXT tab.
    All of the CONTEXT fields are optional.
    Setting Value
    Channel A channel in the current session.
    Interaction Point An interaction point in the current session.
    Multi-Channel Status This setting applies only when the customer has an active session in more than one channel; for example, when a customer is logged in to the website and talking to someone at the call center at the same time.
    Channel Interaction Length (Minutes) Minimum session length in the specified channel.
    Total Interaction Length (Minutes) If the customer has an active session in only one channel, then the total interaction length is the same as the channel interaction length.
    Time Since Last Request (Minutes) Time since any request has been received from any channel in the current session.
    New Channel Status A Boolean setting that evaluates to true the first time the customer interacts with the channel during the current session.
    New Interaction Point A Boolean setting that evaluates to true the first time the customer interacts with the interaction point during the current session.
  3. To test whether a customer began an active session in the Web channel at least 10 minutes ago and called technical support at least five minutes ago, specify the following:
    Setting Value
    Channel Call Center
    Channel Interaction Length (Minutes) 5
    Total Interaction Length (Minutes) 10
  4. Click APPLY.