Friday Mar 29, 2013

The EAI Dispatch Service

The EAI Dispatch Service is an EAI business service that invokes other business services or workflows based on the contents of an input property set. It is driven by a set of customer-configurable rule and is used in both inbound and outbound integration workflows to route messages based on their content.

EAI Dispatch Service

Example: route incoming message from multiple suppliers to the corresponding workflow

Benefits of the EAI Dispatch Service

The dispatch service uses conditional processing to implement Business Policy. Conditional processing is more general than workflow and is based on the entire message rather than just the value of business component fields. This means we can reduce the number of workflows that need to be developed to handle a set of incoming messages and allowing for reuse of business logic in workflows. The dispatch service (like workflow) expresses business logic declaratively and is therefore easier to maintain than custom scripts.

EAI Dispatch Service Methods

The Dispatch Service has the following methods:

Execute:

  • Examines the incoming message
  • Dispatches the message according to the rules
  • Is used in production systems

Lockup:

  • Evaluates the incoming message
  • Does not dispatch the message
  • Is used for testing

Process Aggregate Request

  • Allows multiple invocations of methods in business services in a single request
  • Formats the output into a single message

Rules are used by the EAI Dispatch Service to process messages. They are created and administrated in the Siebel client.

They consist of:

  • One or more conditions used to evaluate an incoming property set
  • A target business service to execute when a condition is satisfied
  • Zero, one, or more transforms to apply to the property set

They are expressed using a search expression notation based on traversing a hierarchical structure.

The search expression uses an XPATH-like notation to examine contents of the property set which includes several symbols to specify navigation to a desired component in the property set hierarchy:

  • / : refers to a level in the hierarchy
  • @ : refers to an attribute

EAI Dispatch Service

A rule set is a set of rules that are evaluated in a specified sequence. The first rule that satisfies is applied and the rule evaluation stops.

EAI Dispatch Service

The rule examines an input property set. It specifies an expression that evaluates an incoming property set and a business service and method to execute if the expression is satisfied.

EAI Dispatch Service

A transform is an optional expression used to pass the existing hierarchy as it is or modify it.

EAI Dispatch Service

Using a Dispatch Rule Set

Outbound Processing

Example:

Send an order to a vendor using a transport specific to the vendor. Include the Dispatch service in a general workflow that processes outgoing vendor messages.

EAI Dispatch Service

Inbound Processing

Create the vendor-type specific workflows and a rule set that:

  • Searches the incoming messages for vendor type
  • Dispatches the message to the corresponding workflow

EAI Dispatch Service

Create a profile for processing received vendor messages.

EAI Dispatch Service
EAI Dispatch Service

About the Author:

Tim Bull

Tim Bull joined Siebel Systems in 1999 and transferred to Oracle in 2006. He is a Principal Education Consultant at Oracle University and is the Senior UK instructor for Siebel software. Using his detailed product knowledge Tim delivers both In Class and Live Virtual Class courses across all the Siebel Curriculum, such as:

Monday Oct 29, 2012

ORACLE RIGHTNOW DYNAMIC AGENT DESKTOP CLOUD SERVICE - Putting the Dynamite into Dynamic Agent Desktop

Untitled Document

There’s a mountain of evidence to prove that a great contact centre experience results in happy, profitable and loyal customers. The very best Contact Centres are those with high first contact resolution, customer satisfaction and agent productivity. But how many companies really believe they are the best? And how many believe that they can be?

We know that with the right tools, companies can aspire to greatness – and achieve it. Core to this is ensuring their agents have the best tools that give them the right information at the right time, so they can focus on the customer and provide a personalised, professional and efficient service.

Today there are multiple channels through which customers can communicate with you; phone, web, chat, social to name a few but regardless of how they communicate, customers expect a seamless, quality experience. Most contact centre agents need to switch between lots of different systems to locate the right information. This hampers their productivity, frustrates both the agent and the customer and increases call handling times. With this in mind, Oracle RightNow has designed and refined a suite of add-ins to optimize the Agent Desktop. Each is designed to simplify and adapt the agent experience for any given situation and unify the customer experience across your media channels.

Let’s take a brief look at some of the most useful tools available and see how they make a difference.

Contextual Workspaces: The screen where agents do their job. Agents don’t want to be slowed down by busy screens, scrolling through endless tabs or links to find what they’re looking for. They want quick, accurate and easy. Contextual Workspaces are fully configurable and through workspace rules apply if, then, else logic to display only the information the agent needs for the issue at hand . Assigned at the Profile level, different levels of agent, from a novice to the most experienced, get a screen that is relevant to their role and responsibilities and ensures their job is done quickly and efficiently the first time round.

Agent Scripting: Sometimes, agents need to deliver difficult or sensitive messages while maximising the opportunity to cross-sell and up-sell. After all, contact centres are now increasingly viewed as revenue generators. Containing sophisticated branching logic, scripting helps agents to capture the right level of information and guides the agent step by step, ensuring no mistakes, inconsistencies or missed opportunities.

Guided Assistance: This is typically used to solve common troubleshooting issues, displaying a series of question and answer sets in a decision-tree structure. This means agents avoid having to bookmark favourites or rely on written notes. Agents find particular value in these guides - to quickly craft chat and email responses. What’s more, by publishing guides in answers on support pages customers, can resolve issues themselves, without needing to contact your agents. And because it can also accelerate agent ramp-up time, it ensures that even novice agents can solve customer problems like an expert.

Desktop Workflow: Take a step back and look at the full customer interaction of your agents. It probably spans multiple systems and multiple tasks. With Desktop Workflows you control the design workflows that span the full customer interaction from start to finish. As sequences of decisions and actions, workflows are unique in that they can create or modify different records and provide automation behind the scenes. This means your agents can save time and provide better quality of service by having the tools they need and the relevant information as required. And doing this boosts satisfaction among your customers, your agents and you – so win, win, win!

I have highlighted above some of the tools which can be used to optimise the desktop; however, this is by no means an exhaustive list. In approaching your design, it’s important to understand why and how your customers contact you in the first place. Once you have this list of “whys” and “hows”, you can design effective policies and procedures to handle each category of problem, and then implement the right agent desktop user interface to support them. This will avoid duplication and wasted effort.

Five Top Tips to take away:

  1. Start by working out “why” and “how” customers are contacting you.
  2. Implement a clean and relevant agent desktop to support your agents. If your workspaces are getting complicated consider using Desktop Workflow to streamline the interaction.
  3. Enhance your Knowledgebase with Guides. Agents can access them proactively and can be published on your web pages for customers to help themselves.
  4. Script any complex, critical or sensitive interactions to ensure consistency and accuracy.
  5. Desktop optimization is an ongoing process so continue to monitor and incorporate feedback from your agents and your customers to keep your Contact Centre successful.

 

Want to learn more?

Having attended the 3-day Oracle RightNow Customer Service Administration class your next step is to attend the 2-day Oracle RightNow Customer Portal Design Dynamic Agent Desktop Administration class. Here you’ll learn not only how to leverage the Agent Desktop tools but also how to optimise your self-service pages to enhance your customers’ web experience.

 

Useful resources:

Review the Best Practice Guide

Review the Agent Desktop Tune-up Guide

 

About the Author:

Angela Chandler

Angela Chandler joined Oracle University as a Senior Instructor through the RightNow Customer Experience Acquisition. Her other areas of expertise include Business Intelligence and Knowledge Management.  She currently delivers the following Oracle RightNow courses in the classroom and as a Live Virtual Class:

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