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Outcomes previously were grouped as Complete and Incomplete. This limited reporting capability. It is now possible to put two separate levels of customisation for grouping in automatic reports directly into the outcomes themselves.
= Understanding what grouping is about =
In order to realise the true value of where grouping lies we need to understand what grouping is about. For this we can use a worked example. We have a sales campaign with the following outcomes:
* Contact - Callback - Afternoon
* Contact - Callback - Evening
* Contact - Callback - Morning
* Contact - Callback - Personal
* Contact - Emergency escalation
* Contact - Not interested
* Contact - Sale
* No Contact - Disconnected tone
* No Contact - Flagged exception
* No Contact - No answer
* No Contact - No phone number
* No Contact - Voicemail
* No Contact - Wrong number
Work is done in this form and we now have a few hundred records all with different outcomes. As a manager we're only interested where there was a legitimate opportunity to sell. We need a report to show, that when there was an opportunity to sell, how well we did. Previously this would require a custom report to be built. Instead, of the outcomes there we ask "Which outcomes do constitute a genuine opportunity to sell?" We come upon the following:
* Contact - Not interested
* Contact - Sale
So we can group these two outcomes with "Opportunity to sell" and all the other outcomes with "No opportunity to sell"
The data quality manager come along, but wants a different perspective of the same data. How much of the data was non-contactable? So using a second grouping we identify the following outcomes as bad data.
* No Contact - Disconnected tone
* No Contact - Flagged exception
* No Contact - No phone number
* No Contact - Voicemail
* No Contact - Wrong number
As can be seen, not all of the No contact outcomes are included. So with these outcomes we can flag them as "Bad Data outcome" vs. "Good Data outcome".
We have different perspectives on the same data. bxp can handle two separate levels of grouping on the same outcomes. The report engine in bxp can look at the wording applied to the groups and generate the reports automatically with drill down into the groups.
* Care Contact
* Non-Care Contact
For Data Quality, this grouping allows focus to how much waste in the records there was, which can be especially important for outsource companies trying to hit conversion targets
* Bad Data
* Good Data