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= The Elements =
== Overview ==
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== BNA Engine ==
The engine has a number of choices for best form of operation, but essentially we have all the key elements. We just need to decide what is going to work best. Combinations of the following can also be used.
=== Scenario 1: Homework already done ===
Out of hours, a number of processes run. These processes are the application of the segmentation and decisions based on the classifications above. Essentially we predetermine based on the data we have what the best scenario to present it.
bxp implements these rules through the MetaData module which can be schedule to run out of hours.
Pros
* Out of hours allows really complicated rules to be built.
* Reduces operational overhead of real time calculation
* Useful where systems do not have an API. Batch processes are used.
Cons
* Not easily adapted with live information captured from the customer
* Requires the data to be accurate or the wrong rules will be applied
=== Scenario 2: Doing your homework on the way to class ===
As the call arrives, you look up the key data and you run that data through a set of fast acting rules. As the record is presented to the agent, the BNA has been calculated in real time.
Pros
* Rule sets are easily manipulated and changed in real time
* Can have dynamically captured data added to the records
* Can read from multiple sources in real time.
Cons
* Not easily adapted with live information captured from the customer
* Increases operational overhead of real time calculation
* Requires the data to be accurate or the wrong rules will be applied
* Lookups / copies of data must be available for real time interrogation
=== Scenario 3: Doing your homework in class ===
The most dynamic solution of all is that the BNA is calculated as the agent is able to ask the customer questions to compensate for lack of data. The data added is in real time run through the rule sets and a NBA calculated live.
Pros
* Rule sets are easily manipulated and changed in real time
* Dynamically captured data added to the records
* Can read from multiple sources in real time.
* Live data can make sure BNA is best available with live information
* Adapts for bad / out of date data sets.
Cons
* Not many!
* Increases operational overhead of real time calculation
