An objective is a label that describes a business goal. These labels are used to tag interaction points, message groups, or areas for reporting and for use by strategies that balance business goals relative to the message ranking that Vantage CX generates. While you cannot put an objective directly on a message, objectives do get attached to messages as they travel up through the tree during the decisioning process. Objectives owned by a channel such as a Call Center might include Customer Satisfaction, Cost of Service, Sales by Agent Skill Level, Sell New Product, and Customer Retention. Objectives with the Customer owner might include Overall Customer Satisfaction.
You can link objectives to message groups, areas, and interaction points. Any message that passes arbitration and rules acquires the objective.
In the decisioning process, message groups are processed first. If there is an objective called Cost of Service on a message group, then any message that passes rules, arbitration, and message count limits acquires that objective. The same would apply to any other message group.
Areas are processed next. If an area has an objective called Customer Satisfaction, then messages that get to that area also acquire that objective. It is possible for a message to have more than one objective.
Finally, at the interaction point, if a strategy has an objective balancer, then messages that contain a specified objective have their arbitration score adjusted. If the interaction point had objectives defined, then any messages that make it past the interaction point get the objective (or objectives) added to it before being sent back.
Any objective that is at the same level as a strategy is not balanced. Do not put objectives on an interaction point unless you want every message sent back to have that objective.
- Select .
- Click CREATE NEW.
- Complete Name, Keyname, and optional Description.
- Select an Owner.
- Click CREATE.