API Console

Swagger | Microservice

Executive Summary

This service domain captures, classifies and stores servicing activity and events to support root cause analysis

Examples of Use

A servicing contact is concluded and the contact details and result is captured. In cases the call is recorded

Role Definition

The Servicing Event History service domain captures the details of servicing activity to support root cause analysis. The information captured can include summary details of the servicing activity, product access details and click-stream/voice records as necessary. The captured detail can be analyzed for staff assessment and training and to support procedural refinements

Related Business Scenarios

Perform Servicing Root Cause Analysis
Process Inventory of Cash and Distribution of Cash to Branches
End Mobile Access Session and Update Event and Servicing and Channel History
Review Call Centre Activity for New Product

Core Business Object

Servicing Event Log

Key Features

  • Log customer servicing event activity for the representative
  • Log servicing issues and other activity
  • Support servicing log data extracts
  • Maintain activity statistics and accumulators