Configuring Dashboard in Telesales and Teleservice

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Overview: 

For a support agent, sales representative or manager, it is very important to know some of the key relevant summarized information about customers while interacting with them. Generally we call it as a 360 degree view of the customer. The Customer Profile module in Oracle Customer Support will help us to build this 360 degree view of the customer showing some key information like number of account help, open opportunities, open service requests, and products held etc.

The Dashboard Tab is available at two places

1. Contact Center Form (Oracle TeleService)
2. Ebusiness Center Form (Oracle Telesales)

A typical Dashboard looks as below

Configuration Steps

1. Define Profile Rating Codes
2. Define Preferences
1. Define Rating Labels
2. Define Categories
3. Define Profile Variables
4. Define Drilldowns
1. Define First Level Drilldowns
2. Define Second level Drilldowns
5. Define Profile Checks
6. Define Profile Groups
7. Define Dashboard Groups
8. Associate Profiles Modules
9. Run Customer Profile Engine

Define Profile Rating Codes

Profile ratings are use to represent the rating of the value displayed on the dashboard for a particular profile. For example the ratings can be High, Medium Low or another set can be Bad, Good, Best

Navigation: Customer Support>setup>Customer Care Lookups

Query Lookup type CSC_PROF_RATINGS. By default there are three values High, Medium, Low defined. We can also define our own values based on the business need.

Defining Rating Labels

We can associate different colors to the profile ratings defined earlier. With the help of color one can identify the rating of the profile value.

Navigation: Customer Support>Setup>Customer Management>Customer Profiles>Preference Tab

Defining Categories

Categories are used to group key Indicators ie Profile Checks. Categories help to organize the dashboard in a proper way.

Eg: Open Orders, Booked orders, closed orders can be grouped under a category Orders.

Similarly, Saving Account, Current Account, Term Deposit can be grouped under category Accounts.

Navigation: Customer Support > Setup > Customer Management > Customer Profiles > Preference Tab

Defining Profile Variables

A profile variable contains the SQL statement that is executed to retrieve relevant value. SQL statements can contain two bind variables:

:party_id – Mandatory variable to be used in SQL statement referring to a particular party

:cust_account_id – Mandatory variable to be used in SQL statement referring to a particular account of a customer.

 No other bind variables are supported. SQL statement must be constructed in such a way that the return value can either be a count, avg or (Y/N) value. 

Navigation : Customer Support > Setup > Customer Management > Customer Profiles > Profile Variables Tab

1. Provide a profile name and code to the variable.
2. Select either customer or account. Agents can select to filter the dashboard views by Accounts or Customers.
3. Enter the proper components of the SQL statement
4. Validate the SQL

Defining Drilldowns 

There are two levels of drilldowns that can be defined. The first drilldown provides the summary of the list of transactions. While the second level takes to that particular transaction.

Navigation : Customer Support > Setup > Customer Management > Customer Profiles > Drilldown Tab

1. From the Variable drop down, select the variable for which the drilldown has to be defined. The tables used in the SQL query for the variable will be listed.
2. In the columns section check the Show checkbox for the values you want to display in the drilldown. Also give a proper display name to each value selected.
3. In the Columns section, select one column as the ID column using the Id radio button. This is the column which allows the drilldown to the transaction screen.
4. Once done, click Build to generate the SQL for the drilldown. 

Defining second level drilldown

Once you setup the first level drill down, without exiting the Drilldown tab, go to the Drilldown Module field and select the module, which has to be linked to the profile variable.

If the required drilldown module is not available in the list of values for the Drilldown field, you can define a new one as below 

1. Click New.

2. The Task Setup: Object type’s window opens.

3. Create an object_type with the object_code in the Field Name that

begins with ‘CSC_PROF'. An example is CSC_PROF_CSXSRISV.

4. Enter the function, name and parameters and save changes 

Defining Profile Checks 

Profile checks are created using one or more profile variables. Profile checks are business rules that classify profile values into categories and are associated with grading levels and values. Each grade can have a different label and can be associated with a color.

Navigation: Customer Support > Setup > Customer Management > Customer Profiles > Profile Checks tab

1. Enter the Name for the Profile check. This name will be visible on the Dashboard.
2. Select the level as Customer or Account
3. In the Type field, there are two options Variable and Yes or No available .If you choose type as variable, choose the variable name in the Variable field. Choose a value for Data Type field. Available options are Number, Char, Date and Boolean.
4. If you choose type as Yes or No the data type automatically defaults as Boolean. In the Rules section, build a logical condition (rule) for comparing one or more existing profile variables.
5. In the Ratings region, define different value ranges.
6. Profile checks can also have threshold values. A threshold indicates an upper or lower boundary for the profile check. A profile check can be configured so that it is displayed only when the check value crosses the threshold. If you want to define Threshold, set the threshold for the rating and select a label for it. To define the threshold for the current rating, click the Upper or lower radio button.

For ex: In the above Screenshot the upper value is selected for label Medium. That means the profile value will be visible on dashboard only when the value is greater than 20.

This information is displayed only if you enable the Display on Threshold check box when you define the Profile Group 

Defining Profile Groups

A profile group is a set of profile checks that are to be displayed together.  Use this procedure to group profile checks for display in the customer Profile Window. The profile checks inside a group can be sequenced.

Navigation: Customer Support > Setup > Customer Management > Customer Profiles > Profile Groups tab. 

1. In the Name field, enter a name for the profile group. All existing profile checks are displayed in the checks region
2. In the Customer Type field, select the customer type you want to associate with the profile group. You can choose Person, Organization, or All as the customer type.
3. Select the appropriate profile check from the Profile Checks column and move it to the Group Checks column. Use the right and left arrow buttons to move the profile checks between the columns. Use the up arrow and down arrow buttons to move the selected group check up or down in the list.
4. Select the Display on Threshold check box if you want the check to be displayed only when the threshold level has been crossed.

Defining Dashboard Groups

The Dashboard Groups tab is used for defining groups of profile checks that are displayed on the Dashboard tab of the Contact Center.

Navigation: Customer Support > Setup > Customer Management > Customer Profiles >

Dashboard Groups tab

1. Enter a name for the Dashboard Group in the Group field.
2. In the Customer Type field, select the customer type you want to associate with the dashboard group. Options available are Person, Organization, or All.
3. In the Categories section, select the categories for the Dashboard Category. To do this, move the categories you want to include in the dashboard from the Category column to the Dashboard Categories column.
4. Use the right and left arrow buttons to move the Categories between the columns. Use the up arrow and down arrow buttons to move the selected dashboard category up or down in the list. This sequence determines the display sequence on the Dashboard tab of the Contact Center.
5. Save your changes. If you do not save your changes, then your dashboard categories will not be available in the next step.
6. In the Category field on the Checks section select the category for which group checks are to be defined. Use the right and left arrow buttons to move the profile checks between the columns labeled Profile Checks and Group Checks. Use the up arrow and down arrow buttons to move the selected group check up or down in the list. This sequence determines the display sequence on the Dashboard tab of the Contact Center.
7. Select the Display on Threshold check box if you want the check to be displayed only when the threshold level has been crossed. 

Associate Profiles with Modules

Once the above steps are completed, you can determine which profile groups and dashboard groups can be assigned to application module, customer type, and responsibility.

Navigation: Customer Support > Setup > Customer Management > Customer Profiles >

Preferences tab

1. Select a module from the Module list of values to associate with a customer type. Generally Ebusiness Center is selected for Telesales module and Contact Center is selected for TeleService Module.
2. Select the responsibility for which you want to associate the module.
3. Select a customer type.
4. Select or enter a profile group or dashboard group to be associated with this module. 

Run the Customer Profile Engine 

You must run the Customer Profile Engine ( CSCPRFEN) after completing the customer profile setup process so that all the SQL statements defined during the setup are executed to generate the appropriate profile values.

The Customer Profile Engine can be run in two ways

a. On-line mode and

b.  Batch processing mode

On-line mode: This happens when Refresh button is clicked. This runs the engine for a particular party, which is queried in the respective form and for a particular dashboard which is associated with that form. You can have auto refresh by setting the profile option Customer Care:

To Allow Auto Refresh facility for Dashboard to Yes.

Batch processing mode through concurrent request

Navigation: Tools > Submit a new request > Choose to run concurrent Program ‘Customer Profile Engine’

• Normal batch processing - no parameters are passed. This runs the engine for all the parties of all the groups and will update all results for party and account.

• Multi processing mode: Run the engine for all the parties of selected group. This happens when group is passed as a parameter.

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