1.0 - Creating Channels - Vantage Customer Experience

Vantage Customer Experience User Guide

prodname
Vantage Customer Experience
vrm_release
1.0
category
User Guide
featnum
B035-3800-099K

For Vantage CX, a channel represents an organization's interface to customers. Examples of channels are Call Center, Web, Mobile, Retail, and so on. The channel is the component on the Vantage CX side that the customer integrates with an actual call center, website, and so on when deploying Vantage CX.

The channel is at the top of the configuration hierarchy.

Vantage CX requires that you create at least one channel.
  1. Select "" > Real-time decisioning > Channels.
  2. Click CREATE NEW to create a new channel.
  3. Complete Name, Keyname, and optional Description, then click CREATE to display a details page.
  4. Complete Advanced Options.
    Setting Value
    Imply Extension Selecting this box tells the system that once a message is delivered to the channel, it should be assumed that the message was actually extended to the customer. Use this setting for self-service channels like web or kiosk where the message is displayed and it is assumed the customer saw the message. If a person other than the customer is involved (such as a call center representative), clear this box.

    When Imply Extension=False, the channel needs to explicitly tell Vantage CX that the offer was extended.

    When Imply Extension=True, the channel automatically implies extension when returns an offer.

    For more information, refer to the Imply Extension table that follows.

    Load Profile data for every targeted message or send data request Select this box to tell the system to load profile data for every targeted message or send data request.
    Timeout Type the number of milliseconds before Vantage CX stops processing to determine which messages to send to the channel and sends whatever messages it has thus far.
    The following tables show the behavior with contact history frequency logic when Imply Extension is selected and when it is not.
    Imply Extension Example
          Current Session History

    Number of Times M1...

    Contact History

    Number of M1...

    Session Channel Sends... API Call Served Extended Acceptances Extensions Accept Responses
    1 Request to Vantage CX for messages and Vantage CX returns message M1 TargetedMessages 1 1 0 0 0
    extension to Vantage CX, for the message M1 SendData 1 1

    Error

    0 0 0
    accept SendData 1 1 1 0 0
    extension again to Vantage CX, for the message M1 SendData 1 1

    Error

    1 0 0
    accept again, for M1 SendData 1 1 2 0 0
    A new request to Vantage CX for messages; Vantage CX returns M1 TargetedMessages 2 2 2 0 0
    accept response for M1 (for the message returned on the most recent GTM request above SendData 2 2 3 0 0
    2 Extension to Vantage CX for M1 - same customer SendData 0 0

    Error

    0 2 3
    accept to Vantage CX for M1 - same customer SendData 0 0 1 2 3
    Vantage CX to targeted messages and Vantage CX returns M1 TargetedMessages 1 1 1 2 3
    Notes:
    • Messages = M1
    • No prior contact history for the customer for M1
    Do Not Imply Extension Example
          Current Session History

    Number of Times M1...

    Contact History

    Number of M1...

    Session Channel Sends... API Call Served Extended Acceptances Extensions Accept Responses
    1 Request to Vantage CX for messages and Vantage CX returns message M1 TargetedMessages 1 0 0 0 0
    extension to Vantage CX, for the message M1 SendData 1 1 0 0 0
    accept SendData 1 1 1 0 0
    extension again to Vantage CX, for the message M1 SendData 1 1

    Error

    1 0 0
    accept again, for M1 SendData 1 1 2 0 0
    A new request to Vantage CX for messages; Vantage CX returns M1 TargetedMessages 2 1 2 0 0
    accept for M1 SendData 2 1 2

    Error

    0 0
    2 Extension to Vantage CX for M1 - same customer SendData 0 0

    Error

    0 1 2
    accept to Vantage CX for M1 - same customer SendData 0 0 1 1 2
    Request to Vantage CX for targeted messages and Vantage CX returns M1 TargetedMessages 1 0 1 1 2
    Notes:
    • Messages = M1
    • No prior contact history for the customer for M1
  5. Click the tabs across the top to configure other components in the channel's hierarchy. These settings are optional except that, for each channel, you must add at least one interaction point.