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CPMI UserGuide V12
CPMI UserGuide V12
CPMI UserGuide V12
This document is the property of: Pegasystems Inc. 101 Main Street Cambridge, MA 02142-1590 (617) 374-9600, fax: (617) 374-9620 www.pega.com Customer Process Manager for Insurance Document: User Guide Software Version: 1.2 Updated: June 2008
Contents
Chapter 1: Before You Begin .............................................................................................. 1-1 Who Should Read This Document .................................................................................. 1-2 Benefits of Customer Process Manager .......................................................................... 1-3 Optimized Interaction Management ......................................................................... 1-3 Smart Scripting and Guided Next-Step Processing ................................................. 1-3 Context-Sensitive User Interface.............................................................................. 1-4 One-and-Done Service Process Automation ......................................................... 1-4 Multi-Channel Support ............................................................................................. 1-4 Intelligent Sales and Marketing Campaigns ............................................................. 1-5 Value-Based Service Level Management ................................................................ 1-5 Quality Performance Management........................................................................... 1-5 Real-Time Analytics and Reporting .......................................................................... 1-5 Structure of This Document ............................................................................................. 1-6 Documentation Set .......................................................................................................... 1-7 Education and Training ............................................................................................ 1-8 Chapter 2: Getting Started .................................................................................................. 2-1 Understanding Basic Terms ............................................................................................ 2-2 Accessing Customer Process Manager for Insurance .................................................... 2-3 Logging On............................................................................................................... 2-3 Changing Your Password ........................................................................................ 2-5 Logging Off............................................................................................................... 2-6 Portal Views .................................................................................................................... 2-7 Home Base .............................................................................................................. 2-7 Interaction Manager (Initiate Work) .......................................................................... 2-9 Interaction Manager (In Process) ........................................................................... 2-11 Understanding Icons and Controls in the User Interface ............................................... 2-14 Working with Other Windows ................................................................................. 2-14 Common Icons and Controls .................................................................................. 2-14 Entering Data ......................................................................................................... 2-18 Responding to Errors ............................................................................................. 2-20 Chapter 3: Working with CPM ............................................................................................ 3-1
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Contents
Conducting Live Customer Interactions........................................................................... 3-3 Identifying and Verifying the Customer .................................................................... 3-3 Search for a Customer ............................................................................................. 3-4 Verify the Customer ................................................................................................. 3-6 Processing Service Requests .................................................................................. 3-7 Queuing Processes .................................................................................................. 3-8 Interaction Goals ...................................................................................................... 3-9 Launching Business Processes ............................................................................... 3-9 Executing Processes .............................................................................................. 3-10 Standard Business Processes ............................................................................... 3-11 Accessing Customer Information ........................................................................... 3-14 Policy Composite Gadget ....................................................................................... 3-16 Contact Composite Gadget .................................................................................... 3-18 Policy Holder Composite Gadget ........................................................................... 3-20 Business Unit Composite Gadget .......................................................................... 3-22 Ending the Interaction ............................................................................................ 3-24 Using CTI Functions ...................................................................................................... 3-25 CTI Login and Availability ....................................................................................... 3-25 Screen Pops........................................................................................................... 3-27 When You Are on a Call ......................................................................................... 3-28 Making a Call ......................................................................................................... 3-28 Conducting Non-Live Customer Interactions ................................................................. 3-29 Creating Non-Live Customer Interaction Cases ..................................................... 3-29 Selecting a Non-Live Interaction Case ................................................................... 3-32 Identifying the Customer and Processing Service Requests.................................. 3-33 Completing Non-Live Customer Interactions .......................................................... 3-35 Processing Service Requests Post-Interaction ............................................................. 3-36 Finding Service Cases ........................................................................................... 3-36 Researching and Completing Service Request Cases........................................... 3-39 Using Reference Utilities ............................................................................................... 3-46 Using Supervisory Functions ......................................................................................... 3-47 Modifying Dialog Scripts ......................................................................................... 3-47 Reassigning Work .................................................................................................. 3-48 Conducting Quality Reviews .................................................................................. 3-49 Creating and Assigning Coaching Tips .................................................................. 3-56 Reviewing Customer Satisfaction Surveys ............................................................. 3-59
Contents
Using Sales and Marketing Functions ........................................................................... 3-62 Campaign Management ......................................................................................... 3-62 Territory Management ............................................................................................ 3-70 Opportunity Processing .......................................................................................... 3-74 Chapter 4: Understanding CPM Business Processing .................................................... 4-1 Key Business Processing Flows ..................................................................................... 4-3 Adding a Business Unit ................................................................................................... 4-5 Add New Business Unit ............................................................................................ 4-6 Add Primary Communication.................................................................................... 4-9 Add Additional Details ............................................................................................ 4-10 Business Processing .............................................................................................. 4-10 Adding a Contact ........................................................................................................... 4-11 New Contact........................................................................................................... 4-12 Enter Primary Contact Addresses .......................................................................... 4-14 Enter Contact Communication Options .................................................................. 4-15 Business Processing .............................................................................................. 4-15 Communicating a Message ........................................................................................... 4-16 Communicate Message ......................................................................................... 4-17 Entering Complaints or Compliments ............................................................................ 4-18 Complaint or Compliment ....................................................................................... 4-19 Business Processing .............................................................................................. 4-20 Diagnosing Issues ......................................................................................................... 4-21 Diagnose Issue ...................................................................................................... 4-22 Business Processing .............................................................................................. 4-23 Using Frequently Asked Questions ............................................................................... 4-24 Browse or Search Topics ....................................................................................... 4-25 Confirm Knowledge Topic ............................................................................................. 4-27 Business Processing .............................................................................................. 4-29 Creating a General Service Item ................................................................................... 4-30 Enter Request Details ............................................................................................ 4-31 Business Processing .............................................................................................. 4-32 Sending Material ........................................................................................................... 4-33 Select Material ....................................................................................................... 4-34 Select Distribution Method ..................................................................................... 4-35 Confirmation of Materials Fulfillment ...................................................................... 4-36 Business Processing .............................................................................................. 4-37
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Contents
Modifying Business Unit Links ....................................................................................... 4-38 Search for Business Units to Link .......................................................................... 4-39 Link a New Business Unit to a Contact .................................................................. 4-40 Verify Link a New Business Unit ......................................................................... 4-41 Business Processing .............................................................................................. 4-41 Entering a Sales Opportunity ........................................................................................ 4-42 Enter Opportunity Details ....................................................................................... 4-43 Confirmation of Opportunity ................................................................................... 4-44 Next Actions ........................................................................................................... 4-46 Attach a Note ......................................................................................................... 4-48 Resolve Opportunity ............................................................................................... 4-49 Overriding a Default SLA............................................................................................... 4-50 Override SLA.......................................................................................................... 4-51 Business Processing .............................................................................................. 4-51 Adding a Contact using Quick Add Contact .................................................................. 4-52 Quick Add Contact ................................................................................................. 4-53 Business Processing .............................................................................................. 4-54 Scheduling Activities ..................................................................................................... 4-55 Schedule Appointment ........................................................................................... 4-56 Confirmation of Scheduled Activity......................................................................... 4-57 Business Processing .............................................................................................. 4-57 Sending Correspondence.............................................................................................. 4-58 Create and Send Correspondence......................................................................... 4-59 Business Processing .............................................................................................. 4-60 Sending Statement Copies............................................................................................ 4-61 Select Statement .................................................................................................... 4-62 Statement Photocopy Details ................................................................................. 4-63 Confirmation of Statement Copy Request .............................................................. 4-64 Business Processing .............................................................................................. 4-64 Presenting Suggested Reviews .................................................................................... 4-65 Business Processing .............................................................................................. 4-66 Presenting a Suggested Offer ....................................................................................... 4-67 Suggested Offers Flow ........................................................................................... 4-67 Handle Opportunity Flow Diagram ......................................................................... 4-68 Get Offers Flow Diagram........................................................................................ 4-69 Process Offer ......................................................................................................... 4-70
Contents
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Accept Offer ........................................................................................................... 4-71 Reject Offer ............................................................................................................ 4-72 More Information .................................................................................................... 4-73 Confirmation of Offer Presentation ......................................................................... 4-74 Processing a Transaction Dispute ................................................................................. 4-75 Start Dispute .......................................................................................................... 4-76 Select Dispute Reason ........................................................................................... 4-77 Confirmation of Transaction Dispute ...................................................................... 4-78 Updating Contact Communication Options ................................................................... 4-79 Update Contact Communication Options ............................................................... 4-80 Updating a Contact Name and Profile ........................................................................... 4-82 Update Contact Name and Profile.......................................................................... 4-83 Business Processing .............................................................................................. 4-83 Chapter 5: Understanding Insurance Business Processing ........................................... 5-1 Adding New Policy Applications ...................................................................................... 5-2 Changing Policy Endorsements ...................................................................................... 5-7 Filing a First Notice of Loss ........................................................................................... 5-10 Chapter 6: Reporting ........................................................................................................... 6-1 Reporting Gadgets .......................................................................................................... 6-2 Reporting Dashboard Gadget .................................................................................. 6-2 Reports..................................................................................................................... 6-3 Drill-Down Reporting Capabilities .................................................................................... 6-5 Frequently Used Reports ................................................................................................ 6-8 Ad Hoc Reporting Capabilities ...................................................................................... 6-12 Creating a Custom Report ............................................................................................. 6-13 Step 1: Selecting the View ..................................................................................... 6-14 Step 2: Selecting the Data Source ......................................................................... 6-15 Step 3: Defining the Report Criteria ....................................................................... 6-16 Step 4: Defining Display Groups ............................................................................ 6-17 Step 5: Defining the Field Functions ...................................................................... 6-18 Step 6: Defining Drill-Down Capabilities................................................................. 6-19 Step 7: Charting the Data ....................................................................................... 6-20 Step 8: Previewing the Report................................................................................ 6-23 Appendix A: Workflow Descriptions................................................................................... A-1 Interaction Flows ............................................................................................................. A-2
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Contents
Service Workflows ........................................................................................................... A-4 Customer Management Flows ........................................................................................ A-7 Appendix B: Default Portals ................................................................................................ B-1 CACSRPortal .................................................................................................................. B-2 CAManagerPortal ............................................................................................................ B-3 CASalesRepPortal .......................................................................................................... B-4 CASalesManagerPortal ................................................................................................... B-5
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Multi-Channel Support
Customer Process Manager includes integrated, multi-channel support capabilities for managing telephone, e-mail, and Web-based service interactions. Using PegaCALL for PegaRULES, Customer Process Manager provides robust CTI support including adaptive screen pops, desktop telephony controls, and enhanced call-out facilities. By leveraging the business rules engine architecture, you can re-use your business processes and rules across channels from the IVR to the Web.
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Documentation Set
In addition to this document, the Customer Process Manager documentation set includes: Customer Process Manager for Insurance Implementation Guide describes how to install and configure CPM for Insurance for use in your environment. It is intended for developers, system architects, and solution architects. PegaCALL for PegaRULES Configuration and Operations Guide describes how to configure and operate PegaCALL in your telephony environment. PegaCALL for PegaRULES Installation Guide describes how to install PegaCALL to work in your telephony environment.
For information on installing the Customer Process Manager Framework, refer to the Customer Process Manager for Insurance Installation Guide included on the media. All sources listed below are available on the Pega Developer Network (PDN) http://pdn.pega.com. In addition to the sources listed below, technical notes and tips for using PegaRULES Process Commander are also available on the PDN. For Process Commander information, refer to the following sources: PegaRULES Process Commander Introduction provides an overview of the architecture, concepts, and features of Process Commander PegaRULES Business Rules Engine Introduction provides an overview of the business rules engine, the development portal, concepts, and features of rules and rule forms PegaRULES Process Commander Developer Fast Start Personal Edition v5.2 describes a hands-on introduction to modifying an application built on PegaRULES Process Commander, and introduces terms and skills for application developers.
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PegaRULES Process Commander Administration and Security describes how to perform the initial startup, setup, and day-to-day administration PegaRULES Process Commander Integrating with External Systems supports IT professionals who plan, design, build, and test the interfaces with other systems that can be used with a Process Commander application PegaRULES Process Analyzer User Guide describes how to install and use Process Analyzer, an optional component that provides online analytical process (OLAP) data for PegaRULES Process Commander PegaRULES Process Commander Simulator User Guide describes how to install and use Process Simulator, an optional component that provides simulation of PegaRULES Process Commander business processes PegaRULES Process Commander Application Developer Help provides contextual information about Process Commander. Access help by clicking the Help link on the Portal or on the toolbar PegaRULES Process Commander Installation Instructions PegaRULES Process Commander Release Notes PegaDISTRIBUTION MANAGER (IOS) for PegaRULES Process Commander Installation and Deployment Guide
For information on installing or working with third-party applications, such as Microsoft Visio, consult the vendor documentation.
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For more information about Pegasystems programs and schedules, visit us at http://pega.com/Services/EducationalServices/Education.asp.
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Getting Started
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Logging On
To log on:
1. Start Microsoft Internet Explorer. 2. In the Address bar, type or paste the URL that your system administrator provides. 3. Press Enter. The logon window appears. 4. Enter your user ID and password, and click Log In. Remember that passwords are case-sensitive. The CPM for Insurance user portal displays on your desktop.
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When you first require an ActiveX control you have not yet downloaded, Internet Explorer presents a security window (Figure 2-1).
Figure 2-1. Windows Download Security Warning Click Yes to download the control. You need to download each control only once, when it is first required. If you select Always trust content from Pegasystems before clicking Yes, subsequent download operations occur without this security warning.
Getting Started
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2. Click Change Password. The Change Password form appears (Figure 2-3).
Figure 2-3. Change Password Form 3. Enter your current password in the Verify Current field. 4. Enter your new password in the New field. 5. Enter the same password again into the New Confirm field. 6. Click Save to activate the new password.
Logging Off
To log off CPM for Insurance, click the Log Off link at the top right left of the portal.
Caution: For security reasons, always log off before closing the browser
window containing your application. Whenever you remain inactive in the application for 20 minutes or more, you may be logged off automatically. You do not loose any completed work, but you must log on again to continue working.
Getting Started
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Portal Views
The CPM for Insurance portal has three main views: Home Base Interaction Manager (Initiate Work) Interaction Manager (In Process)
Home Base
Figure 2-4 shows the CSR Home Base, also known as the Dashboard view. This view is representative of what you see after you log on.
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Figure 2-5 briefly describes the gadgets that are available in each of the Task Bars, including Interaction Manger, Dashboard, and Analytics.
Task Bar
Description
The Pega Logo or your company logo. Click the logo to return to the initial state of the portal from anywhere in the application.
Click to perform CSR tasks (see Interaction Manager view section). Click to access the Home Base view containing the Reporting Dashboard. To monitor contact center activities, the dashboard provides statistical and tracking mechanisms in graphical form. For more information, see Chapter 6 Provides a comprehensive list of reports by category. For more information, see Chapter 6. Click to expose a set of tools that includes: Quality Review Management Supervisory functions that enable managers to evaluate and rate the quality of interactions and service items, and to use coaching tips to manage and improve employee performance. Campaign Management Supervisory functions that enable managers to view information and progress of cross-sell, retention, restitution, and reward campaigns. Territory Management Define and manage the ownership of policies, contacts, business units and geographic areas that drive assignments of opportunities.
Analytics
Getting Started
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Gadget functions are role-dependent so can vary and be expanded. Figure 2-7 briefly describes the Interaction Manager gadgets in this view. Gadget Navigation Panel Description Two text areas, initially empty, appear in expanded format in the navigation panel: Contact Information displays a snapshot of the contacts identity. Interaction Log displays step-by-step details of the current interaction and of additional steps left to perform. The log clears when the interaction ends.
My Work in Progress
Displays a list of calls and other activities you are currently involved with. For more information, see Chapter 3. Presents various ways of searching for specific case items. For more information, see Chapter 3. Provides access to other operators worklists and to workbasket contents. For more information, see Chapter 3. Presents various ways of searching for a policy and contact information, for both live interaction and background research. For more information, see Chapter 3. Enables you to create a new inbound correspondence case. For more information, see Chapter 3.
Getting Started
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Figure 2-9 briefly describes the Interaction Manager gadgets in this view.
Description Notice the effect on the navigation panel after locating and verifying a contact: Contact Information displays a snapshot of the contacts identity. Interaction Log displays step-by-step details of the current interaction and of additional steps left to perform. The log clears when the interaction ends.
Dialog Manager
Displays the script to use during customer interactions. The text changes to match the business process being performed. For information on how authorized users can customize dialog text, see Chapter 3. Enables you to launch and execute business processes to respond to customer service requests. For more information, see Chapter 3. Displays information about the policy holder including financials, recent transactions and interactions, and who is authorized to access the policy. The information appears in the Composite area. Displays information about the contact, including a personal profile, recent call history, and policy and business unit associations. The information appears in the Composite area.
Policy Holder
Contact
Getting Started
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Description Displays information about the owner of the policy, including an SLA profile, recent call history, and business unit associations. The information appears in the Composite area. Displays information about the business unit (if applicable), including a business profile, recent call history, and contact associations. The information appears in the Composite area.
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Getting Started
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Name Calendar
Description Click to select and insert a date from a calendar into a date field. (You can also type in dates as explained on page 2-18.) Closes everything displayed in the workspace. Expands all currently unexpanded gadgets in the workspace. Collapses all currently expanded sections in the workspace. Moves the composite data area to the bottom of the workspace and displays action frame at the top. Moves the composite data area to the top of the workspace. Sets the workspace to display the action frame at the top and the composite area on the bottom. Refreshes the composite data area to provide up-to-date information. Indicates that the current work object is a cover. Click to access the contents (associated work objects) of the cover. Click to delete an item from a list. Clicking the icon deletes the item immediately. You are not prompted for confirmation. Indicates a dialog script is displayed for this interaction. Indicates a dialog script is displayed with coaching tips available for the CSR.
Close Expand All Collapse All Composite Area Bottom Composite Area Top Split Action & Composite display Refresh Composite Area View Content
Delete
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Name Help View History Image Viewer Add a Row Location Finder Lookup Lookup Transaction Open Rule Phone Print Flag Reference Material Reopen Display Current Customer Composite Save
Description Displays help for a rule form. Displays history of current interaction in a separate window. Indicates images are attached and accesses the image attachments. Adds a row to the current form. Initiates search for geographic locations. Initiates search. Initiates transaction search. Opens a rule instance. Displays desktop telephony functions. Prints the current active gadget in the workspace. Alerts user that a Priority Note exists on an inquiry. Displays window to initiate a search for reference materials. Reopens a work object. Displays the customer composite area in a popup window. Saves the rule instance.
Getting Started
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Name Show Prior Suggestion Service Level Goal Service Level Deadline Spell Check Transfer Chart Expandable Gadget Indicator Expandable Section Indicator
Description Displays the prior suggestions made to a contact during an interaction. Appears on the worklist when an assignment or case is not completed within its goal time. Appears on the worklist when an assignment or case remains incomplete past its service level deadline. Performs spell check on work object forms. Initiates the transfer of a call. Indicates the report display contains a chart. Click the triangle pointing down to expand previously hidden information. The expanded gadget then becomes a collapsible gadget marked with a triangle pointing up. Click the right-facing triangle next to a gadget to expand the section to show previously hidden information. The expanded section then becomes a collapsible section, marked with the triangle pointing down. Refreshes the information displayed in the workspace. On a worklist, pops-up an information box with basic details about a case. Also, opens a Visio flow diagram of the current workflow that pinpoints where you are in the process.
Refresh Where am I?
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Entering Data
CPM for Insurance lets you enter data quickly with a minimum of keystrokes. The following sections contain instructions for entering: Dates Amounts
Dates
CPM for Insurance supports multiple date display formats, known as locales, that are referenced in your operation profile. Your locale is the basis of the format of the date you see.. For example, if today is July 9, 2007, and your profile contains the: en US locale, the date appears as 7/9/2007 en GB locale, the date appears as 9/7/2007 fr CA locale, the date appears as 2007-07-09
Getting Started
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Some forms include a calendar icon ( ) to the right of date fields. You can type a date into the field or click the calendar icon to open a date selection calendar (Figure 2-11). Use the mouse to find the year, month, and day you need, and then click Close.
Amounts
The system displays dollar amounts with commas where appropriate. You can omit trailing zeros when entering amounts. For example, when you enter the disputed amount as 1234, CPM for Insurance displays 1,234.00. When you enter 1234.1, it displays 1,234.10.
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Responding to Errors
If you make an error completing a form, a red X ( ) indicates the field in error (Figure 2-12 shows an example). When you place your cursor over that icon, you are prompted with instructions about how to correct the error. (A common error is not entering data in a required field.) Correct the erroneous field(s) and submit the form again.
Figure 2-12. Error Indicator in the Workspace Errors may also appear on forms to indicate a problem on the page. (Figure 2-13).
For information about the: Service flows, see Chapter 4, Understanding CPM for Insurance Business Processing Insurance flow, see Chapter 5, Understanding Insurance Business Process Sample flows, see Appendix A, Sample Visio Flows
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Enter search criteria and click Submit to initiate the search. The Take Action gadget changes to display search results. For example, Figure 3-3 shows results based on a search for a partial search for a policy number starting with FWW.
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Figure 3-4. Caller Verification Verify the caller by asking one of the questions displayed in the Take Action gadget. After the caller provides the verification information, select the radio button next to the item and click Submit to continue. If you cannot verify the contact, select Contact Not Verified from the selection box, and click Submit to return to the original search form.
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Queuing Processes
The Take Action area now displays options that let you select the business processes necessary to respond to the callers service requests. Figure 3-6 shows an example of the Select Intent screen.
Figure 3-6. Queuing and Launching Business Processes The Select Intent screen within the Take Action gadget contains the following sections: Suggested Processes list the processes that CPM for Insurance has determined you may want to be use during this interaction. The basis of the list is information on the caller, policy profiles, and recent history. The suggestions are based on your companys business rules. To select a suggested process, click the check box next to the process name. The process is added to the Queued Processes section to the right of the screen. The following icons may appear next to suggested processes:
Target or clock to help you understand the reason why the process is being suggested Light bulb to show that a suggestion was previously made to the contact during an interaction
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Other Processes selection of a business processes from categorized lists (see Standard Business Processes on page 3-11 for a list of processes available with CPM for Insurance). When you select a process from the list, it is added to the Queued Process section to the right of the screen. You can also double-click to automatically start the process. Queued Processes list of processes queued for this interaction. In some cases, the system may automatically queue business processes required during the interaction. For example, in Figure 3-6 on page 3-8, CPM for Insurance has automatically queued two business processes, a suggested review of a complaint, and Wrap Up (end interaction business process).
Interaction Goals
CPM for Insurance may display an interaction goal in the dialog area during a customer interaction. This goal reflects your companys business rules and can be based on prior customer interactions, customer profile, or other information. CPM for Insurance may use this goal to present different dialog scripts to you for the customer or may use it to present suggested processes.
Note: Trash can icons do not appear next to business processes that are
required for the interaction.
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Executing Processes
After you launch a business process, the Take Action and Dialog gadgets change to display the information and options appropriate for that business process. In some cases, the system may present one or more screens to guide you through the process. For example, the General Service business process first prompts you to enter transaction information (Figure 3-7).
Figure 3-7. Prompt to Enter New Address Information The process then prompts you to confirm the transaction (Figure 3-8).
indicates that the dialog contains a coaching tip the CSR. See Creating and Assigning Coaching Tips on page 3-56 for more information.
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When you complete the business process, the Take Action gadget displays the Select Intent process selection and queue screen again. Continue to launch business processes until the interaction is complete.
Process
Add Contact Communicate Message
Description
Add a new contact Access a specific communications script (such as a new customer welcome message) that applies to the contact Record a complaint or compliment during an interaction and present system-determined restitution or reward offers to a customer Diagnose a problem or situation based on your companys knowledge rules Browse and search for your companys knowledge base topics Create a general service item. Use this process to capture and route work when an automated workflow has not been created
Complaint/Compliment
Diagnose Issue
General
General General
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Process
Materials / Literature
Description
Order materials (such as product collateral or company information) to be sent to a customer View and maintain a list of a business units associated with a contact or policy holder Add, view, and modify sales opportunities Set SLA profile overrides to designate priority handling of customer requests Add a new contact (similar to Add Contact, but with fewer fields) Schedule a follow-up call, task, or appointment during an interaction Generate an e-mail, fax, or mail document to a customer, based on available templates Submit a statement photocopy request on behalf of a caller Review prior work item for a customer, as suggested by the system Select and present cross-sell and other offers to a customer Create a dispute-transaction case, at the request of the caller View and maintain address information associated with a business unit View and maintain communication information associated with a business unit
General General
Statement Copy Suggested Item Review Suggested Offers Transaction Dispute Update Business Unit Address Details Update Business Unit Communication Details
Business Unit
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Process
Update Contact Communications Options Update Contact Name and Profile
Description
Update contact communication options Change the contacts name, and edit the personal profile
Contact
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Use the controls at the right of the top gadget to reposition the composite area (including all individual sections) within the workspace: Click to move the composite area to the top of the workspace, so that it overlays the Dialog gadget. Click to move the composite area to the bottom of the workspace, so that only the top gadget appears. Click to return the composite area to its original position. to refresh the composite data area to provide up-to-date Click information.
Information in the customer composite areas may come from your legacy processing systems, from the CPM database, or from other third-party applications and databases within your organization.
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Description Displays general and financial information about the policy; and the policy address information. Displays recent policy activity. Click on a Txn ID to view additional details about a transaction. Click a statement start date to view additional details about a statement. Use the search buttons to search for other transactions and statements for this policy. Displays recent interactions and open service items for this policy. Click any item to view additional details. The icon to the left of interactions provides feedback on the satisfaction of the caller (green is favorable; red is unfavorable, etc.). A colored icon to the left of an open service item indicates whether the case is past its goal (orange) or deadline (red) date. Use the search icon to search for other interactions or service items related to this policy by type and status. Displays opportunities and previous offers for this policy. Click any item to view additional details. Identifies contacts associated with the policy; and includes their respective roles. Keeps a log of notes for this policy. Click Add Note to make an entry.
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Figure 3-14 lists and describes the sections within the Contact Composite gadget.
Description
Displays address and communications options for the contact. A check box next to an entry indicates the primary communication method. Displays personal information, communications and marketing preferences, and verification options for the contact. Displays recent interactions and open service items for this contact. Click any item to view additional details. The icon to the left of interactions provides feedback on the satisfaction of the caller (green is favorable; red is unfavorable, etc.). A colored icon to the left of an open service item indicates whether the case is past its goal (orange) or deadline (red) date. Use the search icon to search for other interactions or service items related to this contact by type and status. Lists opportunities and previous offers for this contact. Click any item to view additional details. Lists other policies and business units linked to this contact. Keeps a log of notes for this contact. Click Add Note to make an entry.
Profile
Opportunities Policy
Notes
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Figure 3-16 describes the sections within the Policy Holder Composite gadget.
Description
Displays address and communications options for the policy holder. A check box next to an entry indicates the primary communication method. If the contact is the owner of the policy, this section is not \visible. Identifies the SLA in effect and the name and duration of overrides, if any. Displays recent interactions and open service items for this policy owner. Click any item to view additional details. The icon to the left of interactions provides feedback on the satisfaction of the caller (green is favorable; red is unfavorable, etc.). A colored icon to the left of an open service item indicates whether the case is past its goal (orange) or deadline (red) date. Use the search icon to search for other interactions or service items related to this policy holder by type and status. If the contact is the owner of the policy, this section is not visible. Lists opportunities and previous offers for this policy holder. Click any item to view additional details. Lists other policies and business units linked to this policy holder.
Opportunities Policy
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Figure 3-18 describes the sections within the Business Unit Composite gadget.
Description
Gives detailed information on how and where to reach the business unit. Categorizes the business by industry and size; Identifies the SLA in effect, and the name and duration of overrides, if any. Displays recent interactions and open service items for this business unit. Click any item to view additional details. The icon to the left of interactions provides feedback on the satisfaction of the caller (green is favorable; red is unfavorable, etc.). A colored icon to the left of an open service item indicates whether the case is past its goal (orange) or deadline (red) date. Use the search icon to search for other interactions or service items related to this business unit by type and status. Lists opportunities and previous offers for this policy. Click any item to view additional details. Lists other contacts, policies, and businesses linked to this business unit.
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Figure 3-19. Ending the Interaction If you want to review any service items you created prior to ending the interaction, select items from the Interaction Log section of the Interaction Manager panel on the left portion of the screen. A separate pop-up window displays information regarding the service item. Click Submit on the Finalize the Interaction screen within the Take Action gadget to complete the interaction. You return to the Interaction Manager Initiate Work view.
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Note: This login procedure is separate from logging into the CPM for
Insurance application.
To log in to CTI:
1. Click the telephone icon ( Login form (Figure 3-20). ) from the top of the portal to open the CTI
Figure 3-20. CTI Login Form 2. Enter your user ID, password, and your phone extension, and click Login.
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3. The system confirms your login and sets your status as available to take calls. At this point, incoming calls can be routed or transferred to you (Figure 3-21). Additionally, you can make a call as described in Making a Call on page 3-28.
Figure 3-21. CSR Logged In and Available 4. To change your availability status, select Not Available. Calls can no longer be routed or transferred to you. 5. To log out of CTI functions, click Logout. No telephony functions are available to you.
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Screen Pops
Screen pops announce the arrival of incoming calls. A screen pop occurs in a separate window and its contents vary depending on what information is available about the caller. Figure 3-22 shows a sample of a screen pop.
Figure 3-22. Sample of a Screen Pop To accept a call, click Accept. The system automatically begins a telephone interaction to log activities during the interaction (refer to the Live Interactions section of this chapter). Depending on the information known about the caller and the activities the customer performed within your companys IVR system, CPM for Insurance may bypass search and verification processes. For example, if the customer entered verification data in the IVR, CPM for Insurance bypasses additional verification processes. To decline a call, click Decline. The call is routed back to your companys PBX system to be transferred to another available CSR.
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Figure 3-23. Telephony Controls While on a Call While on a call, you can use any of the following buttons: Hold/Retrieve to place a call on hold or retrieve a call from a hold status. The Retrieve button is not visible unless a call is currently on hold. Warm Transfer to transfer the call, first speaking to the transferee, before dropping off the line. Blind Transfer to transfer the call without speaking to the transferee. Conference to add parties to the call. Hangup to end a call.
Making a Call
To make a call within CPM for Insurance:
1. Select a phone line. 2. Enter the phone number to dial. To access a predefined set of calling parties, place your cursor in the input box and press the down arrow key. 3. Click Dial to initiate the call.
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Figure 3-24. Create Inbound Correspondence Case 2. Complete the information on the entry form (Figure 3-25). The Channel Type selection box includes the following values:
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3. Click Scan Document. The system initiates your local scanning software 4. Scan the document you wish to attach. The system updates the input screen as shown in Figure 3-26.
Figure 3-26. Create Inbound Correspondence Input Screen 5. Click Create Case. The system displays a confirmation that includes the case reference number (Figure 3-27), and routes the case to the Inbound Correspondence workbasket.
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To view attachments associated with the inquiry, such as attachments sent by a customer with an e-mail inquiry, click the attachment name. A separate window opens displaying the attachment contents.
Note: Your PC must have the necessary software installed to display the
attachment. For example, if a customer included a MS Word attachment with their e-mail inquiry, you must have a copy of MS Word on your desktop in order to display the document.
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You can create service items to respond to this inquiry as well as send correspondence to the customer confirming the inquiry (Figure 3-29). Note that unlike live interactions, no dialog scripting is provided to you and no suggested processes are presented.
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Figure 3-30. My Work in Progress Gadget The My Work in Progress list displays your current assignments, sorted by urgency. Each row of the worklist describes one assignment for one case.
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2. If your worklist contains more assignments than can be displayed, click the Expand link at the bottom of the list. 3. Click the row corresponding to an assignment you want to work on. The case opens in a form appropriate to its current status.
Figure 3-31. Find Work Gadget 2. Enter criteria as follows: By ID If you know the unique ID of the work object, enter it in the field and click Find. You can also open the work object in a separate window. Search for work If you dont know a work object ID, use the Search for Work selection box to search for work through one of the following options:
Get Most Urgent This button opens the most urgent work object either from your worklist or from any of the workbaskets that typically feed your worklist.
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Figure 3-32. My Group Gadget for Other CSRs 2. Click the CSR whose worklist you want to review. 3. Select the case in the list to open it in a form appropriate to its current status.
Figure 3-33. My Group Gadget Workbaskets 2. Click the workbasket that contains the contents you want to review. 3. Select the case in the workbasket you wish to open. CPM for Insurance opens it in a form appropriate to its current status.
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Figure 3-34 shows an example of a summary of a telephone interaction. In this example, you can see details about the call, the customer who made the call, and a list of all the service items created during the call.
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2. To view case details, you can click any of the items created during the interaction. Figure 3-35 shows the case summary for an item changing the policy address.
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2. To view the attachments listed, select the item from the list. A separate window opens, displaying the attachment (Figure 3-37).
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Figure 3-38. Adding Notes or Attachments 3. Select the type of attachment you want to add. Your selection determines how the form changes. 4. Fill in the form with the information appropriate to your attachment choice. 5. Click Close.
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Figure 3-39. Research View 3. You can also initiate additional service item cases for this customer by selecting a business process from the selection box.
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Location Finder
1. Click the Location Finder icon ( Figure 3-40). ) to search for a corporate location
Figure 3-40. Location Finder Utility 2. Select a location type and enter additional search criteria if applicable, and then click Search. Results display below the search criteria area.
Reference Materials
Reference Materials include your companys product, service, and policy documentation and other informational resources you may want to consult during an interaction. 1. Click the Reference Materials icon ( ) to view available information (Figure 3-41).
Figure 3-41. Reference Materials Utility 2. Select a category and click an item to view the document.
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Note: Your role and access group must grant you authority to perform
these functions.
Figure 3-42. Update Dialog Gadget Here, you can edit text, and add references to contact, policy, or CSR information. In addition to a default dialog section, the display includes a separate expandable section that enables you to create separate text for various CSR levels. To enter a reference to customer information, select the
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category and field from the selection box, and click Append. To save the dialog, click Save.
Reassigning Work
Use the Reassign Work gadget (Figure 3-43 ) to perform the following tasks: Reassign work items from one CSR to another Reassign work items from one workbasket to another Perform specific actions on behalf of a selected CSR Perform specific actions on a selected item class on behalf of a selected workbasket
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Figure 3-44. Quality Review Management Gadget 2. Choose Select Work for Quality Review. Figure 3-45 appears.
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3. Enter the selection criteria for the work you want to review and click Next. Figure 3-46 appears.
Figure 3-46. Selecting Quality Sample Type 4. Choose random to have the system select the items, or choose manual to pick the items from a list; then enter the number of work cases to be chosen. 5. If you select a random sample, the system generates cases (up to the number you specified) that match the criteria you entered (Figure 3-47).
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If you choose a manual sample, the system presents you with a list of work items that match your criteria (Figure 3-48).
Figure 3-48. Manual Selection of Work Items Check the work items to be reviewed and click Next. The detail information for the selected quality review appears (Figure 3-49).
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Your sites rules determine the routing of the review. By default, the routing goes to the QualityReview workbasket.
Figure 3-50. Enter Quality Review Ratings 2. Select the Work ID link. A pop-up window opens and displays the details of the work item. 3. Enter the quality ratings and reviewer comments and click Submit. The system calculates a total score and overall rating based on the ratings you enter (Figure 3-51).
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Figure 3-51. Review Score and Determine Next Steps 4. Review the results, and indicate whether:
A coaching session is recommended for this employee. If selected, the quality review is assigned to the employees manager to conduct the coaching session. If no manager is indicated in the system, the assignment gets routed to the CoachingSessions workbasket. A coaching tip should be assigned for this work type. See Creating and Assigning Coaching tips on page 3-56. The review is sent to the employee for comments. If selected, the quality review is assigned to the employee to review the ratings and enter comments. System enhancements are needed. If selected, the quality review is assigned to the SystemEnhancements workbasket for evaluation of suggested changes.
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Figure 3-52. Quality Review Management Reports When reviewing interactions or service objects, authorized users will see a Quality Review Summary section, if applicable (Figure 3-53). To see the Quality Review case, click on the Quality Review ID link (Figure 3-54).
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Figure 3-55. Coaching Tips Displayed to Users You can: Create or modify coaching tips Assign coaching tips to individual employees or work groups Assign coaching tips during a quality review Display assigned coaching tips
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Figure 3-56. Quality Review Management Gadget 2. Click Create or Modify Coaching Tips. Figure 3-57 appears.
Figure 3-57. Search for Coaching Tips 3. Enter the search criteria and click Next.
If CPM for Insurance does not find a coaching tip, Figure 3-58 appears, letting you proceed with adding a new tip. Go to Step 4. If CPM for Insurance finds a coaching tip, Figure 3-59 appears. Go to Step 5.
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Figure 3-59. Modify Existing Tip 4. Select the RuleSet and RuleSet Version in which you want to save the new tip and click Next. 5. Add new coaching information or update the existing coaching tip and click Finish. CPM for Insurance saves the coaching tip.
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2. Based on your selection in Step 1, Figure 3-61 appears requesting additional information. Complete the form and click Next to continue.
Figure 3-61. Additional Search Criteria 3. Select the tips. Follow the on-screen instructions to add, delete, or modify a tip. Click either Delete or New (Figure 3-62).
Figure 3-62. Select Coaching Tip 3. When done, click Next. 4. Click close to exit this workflow.
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1. Select the Customer Satisfaction Survey item from the Survey Review workbasket. A reference to the interaction type and overall survey rating as entered by the customer appears (Figure 3-63).
Figure 3-63. Review Customer Satisfaction Ratings 2. Select the Interaction ID link to open a pop-up window with details of the original interaction item. 3. Enter any review comments and click Submit.
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Figure 3-64. Customer Satisfaction Survey Reports When reviewing interaction objects that have completed surveys, you can review the detailed information, by clicking the Survey Case ID link in the Satisfaction Survey Summary section. Figure 3-65 appears.
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Campaign Management
The Campaign Management gadget enables managers and supervisors to manage and monitor cross-sell, retention, restitution, and reward campaigns.
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The system initiates the Campaign wizard and automatically takes you through the steps required to create the campaign: 1. Entering rule data 2. Entering campaign data 3. Entering campaign criteria 4. Entering campaign scripts 5. Saving the campaign 6. Viewing the campaign summary The following pages describe each of these steps.
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RuleSet Contact your system administrator for the appropriate value to enter. RuleSet Version Contact your system administrator for the appropriate value to enter. Class Name Contact your system administrator for the appropriate value to enter. Campaign Name Enter a name for the campaign (do not include spaces). Product ID Select a product ID associated with the campaign. To access a predefined set of product IDs, place your cursor in the input box and press the down arrow key.
Campaign Name is the name you entered in Step 1. Campaign Type use the selection box to specify the campaign type.
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Start Date select the date the campaign is to begin. End Date select the date the campaign is to end. Offer Repeat Frequency enter the number of days to elapse before an offer is repeated to a customer. Offer Priority enter the priority ranking that the system is to use if the customer qualifies for multiple offers. Fulfillment Package ID enter a reference number or the collateral ID number to identify the information you want sent to the customer.
Figure 3-69. Enter Campaign Criteria 2. Optionally, click Add New Intent to add multiple intents. 3. Click Next. The wizard moves to Step 4.
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Campaign Script used to describe the offer. Mail Template select the mail template you want to use or click add/Update Mail Template to add a new or modify an existing template. Email Template select the -mail template you want to use or click add/Update Email Template to add a new or modify an existing template. Objection Script used to respond to an objection presented by the contact.
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2. Click Add/Update Script to enter or modify the text for the script. The system displays an input form (Figure 3-71).
Figure 3-71. Update Script Form 3. Enter the text and click Save. The system returns to the Enter Campaign Scripts screen (Figure 3-70). 4. Optionally, continue to add Objection scripts or click Next. The wizard moves to Step 5.
Figure 3-72. Save Campaign 2. Click Finish. The system saves the campaign and moves to Step 6
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Figure 3-73. View Campaign Summary 2. Click Done to complete the process.
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2. The system displays a list of open campaigns (Figure 3-75). To see the details of a campaign, click on the Campaign. The details appear in the lower portion of the screen.
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Territory Management
Territory management enables authorized users to define the ownership of policies, contacts, business units, and geographic areas to drive the assignment of opportunities. To access Territory Management, expand the Territory Management section and select Register/View Territories. You can register or view a territory assignment by using either of the following methods: Named Customer Registration to assign a representative to a specific customer Territory Characteristics Registration to assign a representative and broker to a territory such as a geographic area, a postal code, or an area code
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2. Select Named Customer Registration and click Next. Figure 3-77 appears.
Figure 3-77. Named Customer Search Options 3. Select Search for a Policy and click Next. Figure 3-78 shows the Named Customer Policy m,lk list and enables you to take other actions.
Figure 3-78. Named Customer Account List 4. Make your updates and click Submit.
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Figure 3-79. Select Search Type 2. Select Geographic Territory Registration and click Next. Figure 3-80 appears.
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3. Enter the appropriate data on the input screen and click Next. Figure 3-81 appears showing the results of your search.
Figure 3-81. Territory Characteristics Registration Search If the search yields no result, you can search again or choose add. If you choose add, Figure 3-82 appears.
Figure 3-82. Territory Characteristics Add a Territory 4. Complete the Add screen and click Submit.
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Opportunity Processing
You can create opportunities in the context of a live or non-live interaction, or as part of a research session. After you create the opportunities, sales representatives, sales managers, and other authorized users can continue to work with these opportunities.
Opportunity Assignment
When an opportunity is created, the system routes the request to the worklist for the appropriate sales representative, according to Named Customer and/or Territory Characteristic registrations. For more information on routing logic, see Chapter 4, Understanding CPM for Insurance Business Processing. If the system does not find named customer or territory registrations, it assigns the opportunity to the Opportunities workbasket where any authorized user can access it.
My Opportunities
Authorized users can expand the My Opportunities gadget in their portal view to see a list of the opportunities assigned to them (Figure 3-83).
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To work on an opportunity, click on the individual item. You can perform activities including sending correspondence or material fulfillment, and schedule activities such as calls, tasks, and appointments. For more information, see Chapter 4, Understanding CPM for Insurance Business Processing.
Opportunity Reporting
Refer to Chapter 6, Reporting for a list of available opportunity reports.
Appendix A, Workflow Descriptions lists the classes, names, and descriptions of all the flows. This chapter provides information about key customer management and service flows that CSRs will frequently use when processing interactions. Figure 4-1 lists the flows in this chapter.
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Chapter 5, Understanding Insurance Business Processing. provides information about insurance-specific flows that a CSR will use to add a new policy application, change a policy, or process a claim against a policy.
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Add a new contact Access a specific communications script (such as a new customer welcome message) that applies to the contact Record a complaint or compliment during an interaction and present system-determined restitution or reward offers to a customer Diagnose a problem or situation based on your companys knowledge rules Browse and search for your companys knowledge-base topics Create a general service item. Use this process to capture and route work when an automated workflow has not been created. Order materials (such as product collateral or company information) to be sent to a customer
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Complaint/Compliment
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Material Fulfillment
General
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Description Add, view, and modify sales opportunities Set SLA profile overrides to designate priority handling of customer requests Add a new contact (similar to Add Contact, but with fewer fields) Schedule a follow-up call, task, or appointment during an interaction Generate an e-mail, or fax, or mail document to a customer, based on available templates Submit a statement photocopy request on behalf of a caller Review prior work item for a customer, as suggested by the system Select and present cross-sell and other offers to a customer Create a dispute-transaction case, at the request of the caller Update contact communication options Change the contacts name, and edit the personal profile
Category within Business Processes Menu General General Accessible via search functions General General
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Statement Copy
Account
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Contact Contact
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Available actions include: Add New Business Unit Add Primary Communication Add Additional Details
Figure 4-3. Search Section 2. Enter your search criteria and click Submit.
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3. From the search results screen, select the action Add New Business Unit from the Take Action selection box and click Submit.
Figure 4-4. Take Action Selection Box CPM for Insurance displays a form for the business unit information (Figure 4-5).
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4. Enter the information for the business unit. The business unit name, status, industry code, customer type, and primary address fields are required.
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Figure 4-7. Add Primary Communication Section 2. Enter the communication options for the business unit:
Select a primary phone destination (home, business, mobile, emergency, pager, or Telex) and enter the number. Select a primary fax destination (home or business) and enter the number.
3. Click Submit.
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Figure 4-8. New Business Details Section 2. Select Add Additional Business Address from the Take Action selection box. An Additional Addresses section appears. Enter address information, and click Submit. To add more contact information for this business, repeat this step. 3. Select a communication type, enter communication option information, and click Submit. 4. When you finish adding information, click Submit.
Business Processing
CPM for Insurance updates the external system with the business unit information. This flow makes an entry in the interaction log, but does not create a separate work object.
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Adding a Contact
The Add Contact flow lets you add a new contact to external systems (Figure 4-10).
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Available actions include: New Contact Enter Contact Communication Options Enter Primary Contact Addresses Enter Additional Contact Addresses
New Contact
This action adds a new contact. It is available as a selection in the Take Action box when you review search results for a policy or contact. The NewContact flow shape performs this step.
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2. Click Submit. CPM for Insurance displays a form for the customers contact information (Figure 4-11).
Figure 4-11. New Contact Section 3. Enter the information for the contact. The first name, last name, gender, communication preferences, and verification settings fields are required. 4. Click Submit
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Figure 4-12. Primary Contact Addresses Section 2. Select the address type billing, business, home, secondary, service, or shipping. 3. Enter the address information and click Submit.
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Figure 4-13. Update Contact Communication Options Section 2. Enter communications options for the contact. Information is optional except for the preferred communication option, which you specified on the previous screen:
Select a primary phone destination (home, business, mobile, emergency, pager, or Telex) and enter the number. Select a primary fax destination (home or business) and enter the number.
4. Click Submit.
Business Processing
CPM for Insurance updates the external system with the new contact information. This flow makes an entry in the interaction log, but does not create a separate work object.
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Communicating a Message
The Communicate Message flow lets you deliver a customer-specific message, selected according to your companys business rules. For example, this could be a welcome message for new customers. The steps required to perform this task are included in a single action Communicate Message. The Communicate Message flow diagram shows the steps to deliver a customer-specific message.
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Communicate Message
This action lets you deliver a message to a customer. The DisplayMessage flow shape performs this step.
Business Processing
This flow makes an entry in the interaction log, but does not create a separate work object.
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Available actions include: Complaint or Compliment Process Offer Accept Offer Confirmation of Offer Presentation Confirmation of Complaint
Complaint or Compliment
This action lets you specify the specific issue that the customer is reporting. The GetComplaint flow shape performs this step.
Figure 4-17. Complaint Details Section 2. Use the selection boxes for Category and Reason to specify the type of issue that the customer is concerned about. Enter comments and any other information, if appropriate, and click Submit.
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Business Processing
CPM for Insurance checks to see if the customer meets specified campaign criteria for your companys restitution and reward campaigns and displays the appropriate offers. If there are offers, the Complaint/Compliment flow calls the Suggested Offers flow. If the customer accepts the offer, CPM for Insurance routes the request to the Opportunities workbasket for further processing. If the customer does not accept the offer, CPM for Insurance routes the complaint or compliment to the Complaints workbasket. If there are no appropriate offers, the flow advances immediately to the Confirmation of the complaint.
Users with access to the Opportunities or Complaints workbaskets can later retrieve the item and edit it, cancel it, or attach a file, screen shot, or note. Depending on your sites business needs and configuration, this flow may be further automated.
Note: For the detailed steps to Process, Accept, Confirm, or Reject the
offer, see Presenting a Suggested Offer on page 4-79.
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Diagnosing Issues
The Diagnostic Issue flow prompts you with the questions needed to diagnose a problem or situation (Figure 4-18). These questions are based on your sites business needs and configuration. More than one diagnostic process may be available on your system.
Figure 4-18. Diagnose Issue Flow Diagram Available actions include: Diagnose Issue Confirm Knowledge Topic
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Diagnose Issue
This action lets you diagnose problems or situations defined by your sites rules. The Diagnose Issue flow shape performs this step.
To diagnose an issue:
Enter the requested information as prompted by the system and click Submit. CPM for Insurance iteratively prompts with additional questions based on your sites rules. If you change a previous entry, CPM for Insurance reviews the change and determines if you need to re-enter any questions. When the diagnostic procedure completes, click Submit a final time (Figure 4-19).
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Business Processing
Inquiries that require further research are routed by CPM for Insurance to the General Service workbasket. Users with access to this workbasket can later retrieve the item and update it, cancel it, or attach a file, screen shot, or note to it. CPM for Insurance routes suggested changes to topics to the Knowledge Update workbasket. Users with access to this workbasket can later retrieve the item to review suggested changes and indicate if changes will be implemented.
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Figure 4-21. Frequently Asked Questions Flow Diagram Available actions include: Browse or Search for Topics Confirm Knowledge Topics
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To browse topics:
Select the topic category and click Submit. A list of topics for the category displays, sorted by the number of hits, which is the number of times the topic resolved FAQ inquiries for this category (Figure 4-22). To display the contents for a category, click the View Content link next to the topic.
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Figure 4-25. Confirm Knowledge Topic Section Click submit to proceed, the following screen appears Figure 4-26).
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Business Processing
Inquiries to CPM for Insurance that require further research are routed to the General Service workbasket. Users with access to this workbasket can retrieve the item and update it, cancel it, or attach a file, screen shot, or note to it. Suggested changes to knowledge topics are routed to the Knowledge Update workbasket. Users with access to this workbasket can retrieve the item to review the suggestions and decide whether they are implemented.
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Figure 4-28. Request Details Section 2. Enter the appropriate information and click Submit. CPM for Insurance displays a confirmation screen (Figure 4-29).
Figure 4-29. General Service Item Confirmation 3. Review the confirmation and click Submit.
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Business Processing
CPM for Insurance routes the item to the GeneralService workbasket for further processing. Users with access to the GeneralService workbasket can later retrieve the item and edit it, cancel it, or attach a file, screen shot, or note. Depending on your sites business needs and configuration, this flow may be further automated.
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Sending Material
The Material Fulfillment flow is used to select material, such as marketing collateral, to be sent to a customer. The flow also lets you specify the distribution method.
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Available actions include: Select Material List Select Distribution Method Confirmation of Materials Fulfillment
Select Material
This action lets you select the specific material that the customer would like to receive. The CAMaterialFulfillment flow shape performs this step.
To select material:
1. Choose the Select Material List action from the Take Action selection box. CPM for Insurance displays a list of your companys material (Figure 4-31).
Figure 4-31. List of Material Section 2. Enter the requested information and click Submit.
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Figure 4-32. Distribution Details Section 2. Enter the requested information and click Submit.
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Business Processing
CPM for Insurance routes the request to the MaterialFulfillment workbasket for further processing. Users with access to the MaterialFulfillment workbasket can later retrieve the item and edit it, cancel it, or attach a file, screen shot, or note. Depending on your sites business needs and configuration, this flow may be further automated.
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Figure 4-35. Flow Diagram for Modify Business Unit Links Flow Available actions include: Search for Business Units to Link Link a New Business Unit to a Contact Verify Link a New Business Unit
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Figure 4-36. Search for Business Units Section 2. Enter the business unit name or business unit ID number and click Submit.
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Figure 4-37. Association Section 2. Select the account and the relation and click Submit.
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Business Processing
CPM for Insurance updates the external system with new or updated link information. This flow makes an entry in the interaction log, but does not create a separate work object.
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Figure 4-39. Flow Diagram for Opportunity Flow Available actions (listed below) are described in this section. Enter Opportunity Details Confirmation of Opportunity
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Figure 4-40. Opportunity Details Section 2. Enter the requested information. Click the Insert a row icon the drop-down box, select products.
.
From
3. Click Submit. CPM for Insurance uses the Association Option to make routing decisions. See Business Processing on page 4-45 for more information about these routing decisions.
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Confirmation of Opportunity
This step confirms the details of the opportunity and displays the case number, fee charged, goal and deadline dates, and status. The ProcessOpportunity flow shape in Handle Opportunity Flow (Figure 4-64) performs this step. This flow is in the section for Presenting a Suggested Offer because both the Suggested Offers flow and the Opportunity flow use the Handle Opportunity flow for this confirmation section.
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Business Processing
CPM for Insurance routes the opportunity to the worklist of an individual sales representative using this logic: CPM for Insurance first attempts to find named customer registrations:
If you selected the Association Option Contact & Policy, and the Policy has an assigned representative, CPM for Insurance routes the opportunity to the worklist of the assigned representative. If you selected the Association Option Contact & Business Unit, and the Business Unit has an assigned representative, CPM for Insurance routes the opportunity to the worklist of the assigned representative. If you selected the Association Option Contact, and the Contact has an assigned representative, CPM for Insurance routes the opportunity to the worklist of the assigned representative.
If there are no named customer registrations, CPM for Insurance next evaluates the territory registrations in the following order:
If you selected the Association Option Contact & Policy, CPM for Insurance compares the policy characteristics with territory registrations. CPM for Insurance evaluates characteristics in the following order: postal code, area code, state, county, country. If CPM for Insurance finds a match, it assigns the opportunity to the representative with that territory registration. If it finds multiple territory matches, it assigns the opportunity to the one listed as primary. If you selected the Association Option Contact & Business Unit, CPM for Insurance compares the Business Unit characteristics with territory registrations. CPM for Insurance evaluates characteristics in the following order: postal code, area code, state, county, country. If CPM for Insurance finds a match, it assigns the opportunity to the representative with that territory registration. If it finds multiple territory matches, it assigns the opportunity to the one listed as primary.
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If you selected the Association Option Contact, CPM for Insurance compares the Contact characteristics with territory registrations. CPM for Insurance evaluates characteristics in the following order: postal code, area code, state, county, country. If CPM for Insurance finds a match, it assigns the opportunity to the representative with that territory registration. If it finds multiple territory matches, it assigns the opportunity to the one listed as primary.
If CPM for Insurance does not find named customer or territory registrations, CPM for Insurance assigns the opportunity to the Opportunities workbasket. Authorized users can later retrieve the opportunity from their worklist or from the Opportunities workbasket. They can then edit the opportunity, cancel it, assign it to another user, resolve it as a won or lost sale, or attach a file, screen shot, or note. In addition, users can perform related activities such as Send Correspondence, Material Fulfillment, and Scheduled Activities (Call, Task, or Appointment). Depending on your sites business needs and configuration, this flow may be further automated.
Next Actions
These actions are used after retrieving the opportunity from a worklist or the Opportunities workbasket. They let you further process the opportunity. The ProcessOpportunity flow shape performs this step.
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Figure 4-42. Next Actions Section 2. Select the type of action that you would like to take and click Submit. CPM for Insurance calls the appropriate flow.
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Attach a Note
This action is used after retrieving the opportunity from a worklist or the Opportunities workbasket. It lets you further process the opportunity. The ProcessOpportunity shape of the Handle Opportunity flow (Figure 4-64) performs this step.
To attach a note:
1. Select the Attach A Note action from the Take Action selection box. CPM for Insurance displays fields for a subject line and note (Figure 4-43).
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Resolve Opportunity
Use this action after retrieving the opportunity from a worklist or the Opportunities workbasket to resolve the opportunity previously created. The ProcessOpportunity flow shape shown in Figure 4-64 performs this step.
To resolve an opportunity:
1. Select the Resolve Opportunity action from the Take Action selection box. CPM for Insurance displays fields for Resolve Opportunity (Figure 4-44).
Figure 4-44. Resolve Opportunity Section 2. Enter the requested information and click Submit.
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Override SLA
This action lets you select the specific SLA to change. The OverrideSLA flow shape performs this step.
Figure 4-46. Override SLA Section 2. To change or add an override, select the type, then use the SmartPrompt to select an override name from the list. 3. Enter a start date and an end date and click Submit.
Business Processing
CPM for Insurance updates internal CPM for Insurance data with the new or updated override information. These overrides are used to determine the SLAs to use for subsequent items on behalf of the policy, the policy holder, or the contact. This flow makes an entry in the interaction log, but does not create a separate work object.
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Figure 4-48. Create Quick Contact Section 2. Click Submit. CPM for Insurance displays a form for the customers contact information (Figure 4-49).
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3. Enter the information for the contact. The first name, last name, gender, security question and answer, and communication preference fields and contact information are required. 4. When you select a communication preference (mail, e-mail, phone, or fax), additional fields appear. Enter information in those fields. 5. Optionally, if you started this flow from an account listing, a list of accounts appears at the bottom of the form. Select a policy and make a selection in the Relation to Policy selection box to specify the role of this contact for the policy. 6. Click Submit.
Business Processing
CPM for Insurance updates the external system with the contact information. This flow makes an entry in the interaction log, but does not create a separate work object.
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Scheduling Activities
The Schedule Activity flow is used to schedule a follow-up call, task, or appointment with a customer.
Figure 4-50. Flow Diagram for Schedule Activity Flow Available actions include: Schedule Appointment Confirmation of Scheduled Activity
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Schedule Appointment
This action lets you specify the details of the appointment. The ScheduleActivities flow shape performs this step.
Note: This section shows the Schedule Appointment activity. Use the
selection box to schedule a task or call. The steps are the same.
Figure 4-51. Schedule Details Section 2. Enter the information requested and click Submit.
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Business Processing
CPM for Insurance routes the request to the selected worklist or workbasket for further processing. Users with access to the selected worklist or workbasket can later retrieve the item and edit it, cancel it, or attach a file, screen shot, or note. CPM for Insurance sets the overall SLA goal for this item to the date of the appointment, task, or call.
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Sending Correspondence
The Send Correspondence flow is used to create and send correspondence. The steps required to perform this task are included in a single action Create Correspondence.
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Figure 4-54. Select Role Correspondence Details 2. Use the selection box to select the appropriate role for the receiver. Options include:
Contact the party initiating the interaction (such as the caller) Other Party a third party associated with the interaction or the account
3. Using the selection boxes, make the appropriate choices to define the type of correspondence to be sent (such as e-mail or fax), and the appropriate template to use. Figure 4-55 shows a sample for selecting a correspondence template for e-mail to a contact. The selection boxes
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that appear, and the choices within those selection boxes vary, depending on the template that you choose. For example, if you selected Other Party in the previous step, CPM for Insurance also displays fields for you to enter the name and address of the other party.
Figure 4-55. Correspondence Template Selection 4. Click Submit. 5. Click Submit again to send the correspondence.
Business Processing
CPM for Insurance prints, e-mails, or faxes outbound correspondence items according to the type of correspondence you selected. If you selected a template that requires verification of the correspondence, CPM for Insurance routes it accordingly. After the correspondence item is verified, it is distributed based on the type chosen.
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Available actions include: Select Statement Statement Photocopy Details Confirmation of Statement Copy Request
Select Statement
This action lets you select the specific statement to send to the customer. The DisplayStatements flow shape performs this step.
To select a statement:
1. Choose the select Statement Copy from the Take Action selection box. CPM for Insurance displays a list of recent statements (Figure 4-57).
Figure 4-57. Select Statement Section 2. Click the statement that the customer requests. You can also use the Search for Additional Statements in the Take Action selection box to find other statements. 3. Click Submit.
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Figure 4-58. Statement Photocopy Details Section 2. Confirm the distribution method with the customer. Confirm the distribution details, such as postal address, e-mail address, or fax number. Enter new information if required. 3. Click Submit.
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Business Processing
CPM for Insurance routes the request to the PhotocopyRequest workbasket for further processing. Users with access to the PhotocopyRequest workbasket can later retrieve the item and edit it, cancel it, or attach a file, screen shot, or note. Depending on your sites business needs and configuration, this flow may be further automated to distribute the statement without manual intervention.
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Figure 4-60. Review Item Flow Diagram Suggested Item Reviews are shown in the Suggested Process portion of the Interaction Driver (Figure 4-61).
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Select the item to add it to the Interaction Driver queue and click Submit. This is a one-step process, unless you have the appropriate privileges, then you can continue processing the case.
Figure 4-61. Suggested Item Review Once you open the item, you can review details of the case, select history or attachment buttons to view audit trail and other documentation.
Business Processing
Items reviewed via the Review Item process are included in the Interaction Log for the customer interaction (unlike items reviewed via the customer composite display). If a Review Item process is performed during an interaction, CPM for Insurance sets the Related to Prior Interaction flag to Yes. You can confirm this setting during call wrap-up (End Interaction).
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Figure 4-65. Flow Diagram for Get Offers Available actions include: Process Offer Accept Offer Reject Offer More Information Confirmation of Offer Presentation
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Process Offer
This action lets you choose the offer to present to the customer. The GetOffers flow shape on the Suggested Offers flow (Figure 4-63) performs this step.
Figure 4-66. Process Offer Section 2. Select the offer to present to the customer and click Submit.
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Accept Offer
This action lets you accept the offer presented. The GetPresentOffer flow shape on the Suggested Offers flow (Figure 4-63) performs this step. Select the Accept Offer action from the Take Action selection box and click Submit. CPM for Insurance displays offer details (Figure 4-67).
Business Processing
CPM for Insurance routes the request to the Opportunities workbasket for further processing. Users with access to the Opportunities workbasket can later retrieve the item and edit it, cancel it, or attach a file, screen shot, or note. In addition, users can perform related activities that are associated with the workflow, including Send Correspondence, Material Fulfillment, and Schedule Activity (Call, Task, or Appointment). Depending on your sites business needs and configuration, this flow may be further automated.
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Reject Offer
This action lets you reject the offer presented. The GetPresentOffer flow shape on the Suggested Offers flow (Figure 4-63) performs this step.
Figure 4-68. Opportunity and Reject Offer Section 2. Enter the requested information and click Submit.
Business Processing
CPM for Insurance closes the item with a Resolved-Rejected status. CPM for Insurance takes no further action.
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More Information
This action lets you request more information about the offer presented. The GetPresentOffer flow shape in the Suggested Offers flow (Figure 4-63) performs this step.
Figure 4-69. Opportunity and More Information Section 2. Enter the requested information and click Submit.
Business Processing
CPM for Insurance routes the request to the MaterialsFulfillment workbasket for further processing. Depending on your sites business needs and configuration, this flow may be further automated.
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Available actions include. Start Dispute Select Dispute Reason Confirmation of Transaction Dispute
Start Dispute
This action lets you select the specific transaction that the customer is disputing. The DisplaySearchScreen flow shape performs this step.
To select a transaction:
1. Select the Start Dispute action from the Take Action selection box. CPM for Insurance displays a list of recent transactions for the account currently in view (Figure 4-72).
Figure 4-72. Start Dispute Section 2. Click the transaction that the customer is disputing. You can use the Account Transaction Search section of the screen to narrow the list of transactions to transactions that occurred during a specific time period or involved a specific amount of money. 3. Click Submit.
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To select a reason:
1. Select the Select Dispute Reason action from the Take Action selection box. CPM for Insurance displays the disputed transaction along with fields for details about the dispute (Figure 4-73).
Figure 4-73. Dispute Reason Section 2. Enter the details of the dispute and click Submit.
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Business Processing
CPM for Insurance routes the request to the AccountException workbasket for further processing. Users with access to the AccountException workbasket can later retrieve the item and edit it, cancel it, or attach a file, screen shot, or note. Depending on your sites business needs and configuration, this flow may be further automated.
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Figure 4-75. Flow Diagram for Update Contact Communication Options Flow
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Figure 4-76. Update Contact Communication Option Section 2. Select the contact information to be changed and fill in the Number/Address field for the information that the customer would like to change.
To make this entry the primary point of contact, check Make Primary. To remove a contact, check Remove Option. (To remove a primary point of contact, you must first designate another point of contact as primary.)
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3. Click Update. The contact option is updated. If necessary, you can now change additional contact communication options. 4. Click Submit.
Business Processing
CPM for Insurance updates the external system with the modified contact communication information. This flow makes an entry in the interaction log, but does not create a separate work object.
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Figure 4-77. Flow Diagram for Update Contact Name and Profile Flow
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Figure 4-78. Update Contact Name Section 2. Fill in the information that the customer would like to change and click Submit.
Business Processing
CPM for Insurance updates the external system with the modified profile information. This flow makes an entry in the interaction log, but does not create a separate work object.
The flow structure for each work type is similar. Each flow is controlled by a main flow that calls the appropriate subflows for the work type. The flows for each work type and the screens you see when processing occurs in the background are discussed in this chapter. For more information about the main flows and subflows, see the Insurance Industry Framework Implementation Guide, Chapter 4.
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Figure 5-1. Flow Diagram for ApplicationMain Flow Available actions include adding applications for the following policy types: Automotive (personal or commercial) Business Owners Policy (commercial only) Term Life
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Figure 5-2. Starting the Process 2. When the Pick Desired Product action appears, select the homeowners product from the dropdown list and click Submit (Figure 5-3).
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3. The Product Data Entry tree displays (Figure 5-4) for the homeowners product you selected. This screen initiates a process that walks you though the data capture process for the policy. Using the buttons on the screen, you can navigate though the entry of policy information step by step:
Previous brings you back to a previous entry screen Validate validates the data entered on the screen without moving to another entry screen Next brings you to the next entry screen in the process
Note: You also can select a data category directly from the tree rather
than move through the entry screens. This displays the entry screen for that category.
Figure 5-4. Pick/Enter Product Details 4. Using the buttons, complete all entry screens to capture the policy information. Click Submit.
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Figure 5-5. Confirm Product Details 6. If the customer accepts the offer, select the Accept the Offer action and click Submit (Figure 5-6). If the decision will be made later, select Save the Application in the Take Action box and click Submit.
Figure 5-6. Accept the Offer The new policy application service item (S-232 in this example) appears in the workbasket of the insurance underwriter who underwrites, binds,
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and issues the application. When approved, it appears in the customers list of policies. 7. Click Confirm to finalize the new policy application transaction and return to the Select Intent form (Figure 5-7).
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Figure 5-9. Change a Policy 2. Select Create a New Endorsement in the Take Action box (Figure 5-10).
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3. Select the Endorsement Effective Date and click Submit. The Take Action item Pick/Enter Product Details form appears (Figure 5-11).
Figure 5-11. Pick/Enter Product Details 4. Modify the data as necessary and click Submit. The Take Action item Confirm Product Details form appears. 5. Click Submit to continue the confirmation process. The Take Action item Approve appears. 6. Click Submit. The Confirmation of Service Items form appears. 7. Click Confirm to finalize the transaction.
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The first step in processing the processing of a claim against an insurance policy is the filing of a First Notice of Loss (FNOL). The FNOL is the initial collection of information data regarding a loss event and is part of the official record for the entire lifecycle of the claim. The content and structure of the FNOL process varies based on the Line of Business (LOB) of the policy that the loss is filed against. The FNOL solution provided by the framework supports the following LOBs: Personal Auto Homeowners Property Commercial Auto Commercial Property Workers Compensation General Liability
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Find the insured and policy An FNOL is filed against a policy. A search by the insureds name or the actual policy number will validate coverage. It will also determine the form to be used in the recording of the loss. Date of Loss the date of the loss is used as a way to narrow the search for the insureds policy.
1. Filing begins as an interaction with a caller that is launched from the link labeled Enter a Loss located on the First Notice of Loss tab in the user's workspace (Figure 5-13).
Figure 5-13. FNOL Entry Link 2. When the contact has been verified, the Report A Loss screen is displayed (Figure 5-14). Answer the questions and Click Submit. Complete the next displays screen(s) to select the policy holder and the policy from display lists which screens are determined by the amount of information previously gather regarding the contact and the policy.
Figure 5-14. Report a Loss Entry Screen 3. Once the policy type and the policy information has been collected, the system automatically queues the loss process for that type as the recommended process on the Select Intent screen (Figure 5-15). Click Start Process to begin the data collection process for the loss.
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Figure 5-15. Starting the Loss Homeowners Process 4. The data collection process is structured based on the type of loss. The flow walks you through the data that must be collected and the questions that must be answered to file the loss. Figures 5-16 to 5-18 provide samples of some of the collection screens. On the left side of the collection screens, a tree structure indicates the data categories for the loss type as well as your location in the process. A check mark indicates completion of that data entry screen. When all of the data has been entered on a screen, click Next>> to move to the next collection screen in the process. Click <<Back to return to the previous screens to update/review previously entered information. Icons also appear to allow you to add elements such as buildings and drivers as well as delete those elements.
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Figure 5-18. Collection Screen for Individual Building Damage 5. When the final entry screen is displayed and all information has been collected, click Finish. A screen containing all of the loss data you have collected is displayed for review (Figure 5-19). Click Submit to accept the information or select the Cancel action to cancel the process.
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Figure 5-19. Review Screen 6. A Confirmation of Service Items form appears (Figure 5-20). Click Confirm to finalize the transaction, provide the contact with reference information, and return to the Select Intent screen where you can Wrap-Up the call or initiate another process.
Chapter 6 Reporting
CPM for Insurance includes a wide variety of standard reports and graphs providing real-time information about processes, work, assignments, and historical data for analyzing contact center performance over time. This chapter describes the reporting capabilities available with CPM and includes these topics: Reporting gadgets Drill-down report capabilities Frequently used reports Ad hoc reporting capabilities
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Reporting Gadgets
The following Reporting gadgets can appear in your portal view depending on your user role: Reporting Dashboard displays key metrics about contact center activity Reports provides a list of interaction, productivity, quality, ageing, campaign, and opportunity reports available with CPM for Insurance
Figure 6-1. Reporting Dashboard lets you adjust which categories are visible on The slide control the graph. Clicking the graph changes the view to display a summary report that lists the data included in the graph. See Drill-Down Reporting Capabilities on page 6-5 for more information on this topic.
Reporting
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Reports
The Reports gadget provides users with access to the comprehensive list of CPM reports presented by category. Interaction reports analyze interactions by channel, determine firstcall and one-touch resolution rates, and evaluate the primary reasons your customers contact you Throughput reports understand the quantity of work received, resolved, and remaining within your operation Quality reports understand the timeliness of work completion, and analyze achievement of service level goals and deadlines Ageing reports understand the time required to process work within your operation Campaign Reports provide insight into campaign effectiveness and productivity Opportunity Reports analyze current opportunities, pipeline activity and lost sales Quality Review Management Reports analyze and manage employee quality reviews only visible to services and sales managers Customer Satisfaction Survey Reports understand and analyze the factors that impact customer satisfaction only visible to services and sales managers Knowledge Management Reports provide insight into knowledge topic usage and suggested changes only visible to service managers
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Reporting
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Figure 6-3. Satisfaction Summary Report 2. To drill down to the case detail, select a row in the list below the graph to display a list of cases included in the category. The list displays in a separate window. In Figure 6-4, the Concerned Open Requests to be Resolved category is selected.
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Figure 6-4. Satisfaction Detail Report for the Selected Category 3. Highlight a row to view summary details for a case in the list. A basic information frame displays at the bottom of the screen. Use the buttons at the top right of the form to export this view to an Excel spreadsheet, and to return to the summary list.
Reporting
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Report Name Interaction Reports Interaction Channel, by Primary Reason Interaction by Channel Interaction by Reason Interaction by Operator, by Channel One-Contact Analysis by Channel One-Touch Analysis by Channel Resolution Detail by Operator Satisfaction Summary Satisfaction by Operator Throughput Reports Throughput Summary by Work Type Throughput by Operator, by Work Type Throughput in Past Week by Work Type Weekly Process Creation by Work Type Open Cases by Work Type Open Cases by Assign Operator Throughput Trend by Operator, by Day
Graph
Service Mgrs
CSRs
Sales Mgrs
Sales Reps
Reporting
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Report Name Throughput Trend by Operator, by Month Throughput Trend by Operator, by Year Throughput Trend by Operator, by Quarter Throughput Trend by Operator, by Week Estimated Application Savings Quality Reports Quality Summary by Work Type Quality Summary by Resolve Operator Timeliness by Work Type Timeliness by Workbasket Timeliness by Operator Timeliness by Operator and Work Type Ageing Reports Ageing Summary by Work Type Ageing Summary by Assign Operator Campaign Reports Campaign Summary Campaign Effectiveness by Operator Operator Effectiveness by Campaign Offers Rejected by Reason
Graph
Service Mgrs
CSRs
Sales Mgrs
Sales Reps
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Report Name Opportunity Reports Active Pipeline by Product and Stage Forecast by Rep, by Sales Cycle Stage Annual Closed Opportunity Summary Annual Lost Sales, by Rep, by Reason Pipeline Ageing by Product Annual Customer Opportunity Summary Active Pipeline, by Broker, by Rep Forecast Expect Close, by Sales Cycle Stage Annual Closed Opportunities, by Rep, by Month Lost Sale Report, by Product and Reason Pipeline Ageing Report by Rep Quality Review Management Reports Quality Review Summary by Employee and Overall Score Quality Review Summary by Work Type and Overall Score Quality Review Summary by Overall Rating Coaching Sessions by Employee Coaching Sessions by Work Type Quality Reviews In Progress by Work Type System Enhancement Request Summary
Graph
Service Mgrs
CSRs
Sales Mgrs
Sales Reps
Reporting
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Report Name Customer Satisfaction Survey Reports Customer Surveys by Interaction Type Customer Surveys by Overall Rating Customer Surveys by Interaction Reason Customer Surveys One-Contact Analysis Customer Survey Response Rate Customer Surveys In Progress Knowledge Management Reports Knowledge Process Summary by Topic Knowledge Processes Requiring Research Knowledge Update Request Summary Figure 6-6. Frequently Used CPM Reports
Graph
Service Mgrs
CSRs
Sales Mgrs
Sales Reps
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Figure 6-7. Reports Gadget Click the icon associated with the report function you wish to perform. The available functions shown in Figure 6-8. Icon Name Custom Report Links Browse Category Create Custom Report Figure 6-8. Custom Report Functions Function Displays a list of previously created custom reports Displays a full list of previously created custom reports Launches the Report wizard
Reporting
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Summary View to include summary information such as totals and averages List View to include a list of items including detail for each item
Figure 6-9. New Report Wizard Step 1 Select Summary View The wizard mode defaults to Simple, which is the mode described in this chapter. Contact your system administrator if you wish to create reports using the Advanced mode. 2. Click Next. The wizard moves to Step 2.
Reporting
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Figure 6-10. New Report Wizard Step 2 Select Data Source 2. Click Next. The wizard moves to Step 3.
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Figure 6-11. New Report Wizard Step 3 Define Criteria 3. Repeat steps 1 and 2 to include additional conditions. When you include more than one condition, the one in the first row always takes precedence.
To add a row above a specific row, click the Insert Row icon ( To add a row below the last row, click the Add Row icon ( To delete a row, click the Trash Can icon ( ) ).
).
4. Click the click here to preview count link. The wizard determines the number of items that meet the criteria you defined and displays the
Reporting
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results in a separate window. This information can help you determine if the report you are creating captures the right data. Click Close. 5. Click Next. The wizard moves to Step 4.
Use the Add and Remove buttons to create and modify your list. Use the Move Up and Move Down buttons to define the appropriate hierarchy.
Figure 6-12. New Report Wizard Step 4 Define Display Group 2. Optionally to define a field caption, highlight an entry in the Group By These Fields list, and enter the caption text in the Field Caption input field at the bottom of the screen. Click Apply to set the field caption. 3. Click Next. The wizard moves to Step 5.
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Figure 6-13. New Report Wizard Step 5 Define Fields 3. Enter the caption text in the Caption field (or accept the default). 4. Repeat steps 1 and 2 as necessary.
To add a row above a specific row, click the Insert Row icon ( To add a row below the last row, click the Add Row icon ( To delete a row, click the Trash Can icon ( ). ).
).
Reporting
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Use the Add and Remove buttons to create and modify your list. Use the Move Up and Move Down buttons to define the appropriate hierarchy.
Figure 6-14. New Report Wizard Step 6 Define Drilldown Capabilities 2. Optionally, to define a field caption, highlight an entry in the Drill-down on These Fields list, and enter the caption text in the Field Caption input field. 3. Define the display order for the drill-down by highlighting and selecting the appropriate entry in the Sort selection box. Click Apply to set the sort order. 4. Click Next. The wizard moves to Step 7.
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Reporting
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Figure 6-20. Interactive Chart Color Tab 4. Click Next. The Wizard moves to Step 8.
Reporting
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Figure 6-22. New Report Wizard Step 8 Finish and Preview 1. Click Finish to preview the report you have created. 2. Click Save View to save the report. The wizard prompts you to enter a purpose and title, and select a RuleSet and version (Figure 6-23).
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5. Click Save. The system saves the report and displays a confirmation screen, as shown in Figure 6-24. To create a link to the report, enter a label for the report and click OK. The wizard displays the following message: OK: View delegated successfully. The report is added to your Custom Reports workspace.
Figure 6-24. Delegate View Input Screen 6. Click Home. For more information about reporting capabilities and the Report Wizard, see Application Development Help and the PDN.
You can view these flows through the Member Services application using the class and flow names listed.
Note: Some interaction flows have variations for the three types of
interactions. These variations can be found in the -Call, -InCorr, and Research classes.
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Interaction Flows
Class / Flow Name
Class: PegaCA-Work AppReview Class: PegaCA-Work-Interaction AppGetAccount AppGetContact AppGetWorkItem AppVerifyContact AppVerifyAccount CACommMessage Used to select a contact from a list of accounts and contacts that are displayed as results of an account search. Used to select a contact. The contact search flow calls this flow after performing a search by contact. Used to select a contact and an account resulting from a work item search. Used to present contact data for customer verification. Used to present account data for customer verification. Shows the steps to deliver a selected customer-specific message based on your companys business rules. For example, this could be a welcome message for new customers. CAGetOffers CAInteractionDriver CASetOverrideSLA CAWrapUp Used during an interaction to retrieve current offers. Drives the task workflow during a customer interaction. Shows the steps to set an override SLA for a customer. Used to perform housekeeping tasks at the end of an interaction, such as logging the interaction and resolving the work item. Enables CSRs to review an existing service item, enter comments, and log the review as part of the interaction.
Description
Class: PegaCA-Work-Interaction-Call CAInteraction Class: PegaIns-Work IIFAppContactSearch Used to search for a contact. Used during an interaction.
Class: PegaIns-Work-CPM-Interaction AppContactSearchCTI Initiated by a call arriving through Computer Telephony Integration (CTI) and is used to search for a contact.
Workflow Descriptions
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Used during an interaction to search for contacts by business unit, contact, account, or work item. Used during an interaction to retrieve account details. The contact search flow calls this flow after an account is selected Used to select a business unit. The contact search flow calls this flow after searching for a contact by business unit.
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Service Workflows
Class / Flow Name
Class: PegaCA-Work-Compliant CAComplaintOrCompliment Used when a complaint or compliment is received from a customer. The flow processes the complaint and retrieves any applicable restitution or reward offers, based on your companys campaigns.
Description
Class: PegaCA-Work-DisputeTransaction CADisputeTransaction CAGeneralService Used when a customer wants to dispute a transaction. The flow retrieves recent transactions and accepts a dispute reason. Used to create a general service item to capture and route work when an appropriate automated flow does not exist.
Class: PegaCA-Work-MaterialFulfillment CARequestMaterialsFulfillment CAResolveMaterialsFulfillment Used to select material, such as marketing collateral, to be sent to a customer. The flow also lets you specify the distribution method. Used to resolve the materials fulfillment request.
Class: PegaCA-Work-Opportunity CAGetPresentOffer CAFulFillOffer CAHandleOpportunity Used when presenting an offer to a customer, it handles the three outcomes Offer Accepted, Offer Rejected, or More Information Requested. Used to completes the fulfillment process by requesting materials be sent to the customer. Used to manage a sales opportunity. You can enter an opportunity directly through the Opportunity flow, or it can arise from an accepted offer within the Suggested Offers flow. Used to enter and process information about a sales opportunity.
CAOpportunity
Class: PegaCA-Work-StatementCopy CAStatementCopy Used to select and send a copy of a past account statement.
Class: PegaCA-Work-TerritoryLink
Workflow Descriptions
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Description
Used to update a territory link within the system.
Used to generate customer satisfaction survey emails. Used to process customer satisfaction surveys following an interaction.
Class: PegaCA-Work-KM-SampleDiagnostic CASampleDiagnostic Using a sample process shows how to diagnose a problem or situation.
Class: PegaCA-Work-KM-SampleFAQ CASampleFAQ Class: PegaCA-Work-CMCAWrapUpKnowledgeProcess Class: PegaIns-Work BindPolicy IssuePolicy Used to run processes that support binding a policy. Used to run processes that support issuing a policy Used to resolve FAQ and diagnostic processes. Using a sample process show how to respond to frequently asked questions.
Class: PegaIns-Work-Application ApplicationMain ApplicationQuote ApplicationUnderWrite BackOffice EnterApplicationData EnterPartyData ProcessApplication ProductSelection Used to run the main flow that controls processing for applications. Used to secure quote approvals. Used to support underwriting for applications Used to process back office functions specific to applications, such as, underwrite, bind, and issue. Used to run the main subflow that handles the processes to enter the application data. Used to run the main subflow that handles entering the party data for an application. Used to run the main subflow that handles process the application once the data has been entered. Used to run the main subflow that handles selecting a product.
Class: PegaIns-Work-Application-Indiv-VarUnivLife
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ApplicationQuote NewWork
Used to handle the quote processing specific to Variable Universal Life application Used to start the flow for a new Variable Universal Life application.
Class: PegaIns-Work-Application-Pers-Automotive ApplicationQuote NewWork Used to handle the quote processing specific to Personal Auto Used to start the flow for a new Personal Auto application.
Class: PegaIns-Work-Application-Pers-Household NewWork Class: PegaIns-Work-ChgPolicy BackOffice EnterEndorsementData EnterPartyData NewWork PerformEndorsement PolicyReUnderwrite ProcessPolicyChanges ReQuote SelectPolicy Used to process back office functions specific to ChgPolicy such as underwrite, bind, and issue. Used to run the main subflow that handles entering endorsement data. Used to run the main subflow that handles entering party data for an endorsement. Used to start the flow for a ChgPolicy process. Used to run the main subflow that handles processing the endorsement once the data has been entered. Used to support the underwriting process for endorsements. Used to support the processing of changes made to the policy. Used to handle the processes required to requote the policy. Used to handle the process of selecting a policy to be changed from a list of policies. Used to start the flow for a new homeowners application
Workflow Descriptions
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Description
Class: PegaCA-Work-NewContact-Quick CAContactQuickAdd Used for updating external systems with a new contact.
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CACSRPortal
CACSRPortal Gadgets
Task Bar
Interaction Manager
Gadget
My Work in Progress Find Work My Group Find a Contact or Account Enter New Work Reporting Dashboard Interaction Reports Throughput Reports Quality Reports
Portal
Icons
Reference Materials Location Finder CTITookit Print
Dashboard Analytics
Default Portals
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CAManagerPortal
Gadget
My Work in Progress Find Work My Group Reassign Work Enter New Work Find a Contact or Account Reporting Dashboard Quality Review Management Campaign Management Territory Management
Task Bar
Analytics
Gadget
Interaction Reports Throughput Reports Quality Reports Ageing Reports Customer Satisfaction Survey Reports Knowledge Management Reports Icons Reference Materials Location Finder CTI Toolkit Print
Portal
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CASalesRepPortal
CASalesRepPortal Gadgets
Task Bar
Interaction Manager
Gadget
My Activities Find Work My Group Enter New Work Find a Contact or Account Reporting Dashboard My Opportunities
Task Bar
Analytics Portal
Gadget
Opportunity Reports Throughput Reports Quality Reports Icons Reference Materials Location Finder CTI Toolkit Print
Dashboard
Default Portals
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CASalesManagerPortal
CASalesManagerPortal Gadgets
Task Bar
Interaction Manager
Gadget
My Opportunities My Activities Find Work My Group Reassign Work Opportunity Reports Campaign Reports Throughput Reports Quality Reports Ageing Reports Customer Satisfaction Survey Reports
Task Bar
Dashboard Manager Tools Portal
Gadget
Reporting Dashboard Territory Management Campaign Management Icons Reference Materials Location Finder CTI Toolkit Print
Analytics