API Console
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
Core Business Object
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