Rules Engine

A sophisticated Rules Engine is the central “brain” that controls surveys, reports, escalation actions and data delivery.

It makes use of multiple sources of data, business rules and VIRTUATel knowledge to ensure context-relevant action.

Examples of our rules engine in action are;

• Survey questions selected, that are based on the departments the customer visited, how many times they were transferred or the skill level of the agent.
• Follow-up questions selected, based on the customer's previous responses.
• Follow-up surveys emailed to a telephone caller after their problem is resolved.
  
• A real-time message sent to a call centre manager, telling them to call a customer back, following a poor score of an advocacy question.
  
• A real-time alert to the call centre trainer, after an agent received 3 consecutive poor scores.
  
• An alert message delivered to the agent desktop because a customer has arrived who previously gave a poor advocacy score.
  

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