SaFi Bank Space : Backoffice

Created by Ján Borovský, last modified on Aug 25, 2022

Scope

Backoffice solution with custom frontend integrated with backend services
Covering use cases for internal bank operators from different domains
Enabling customer support operators to view and manage customer’s personal and product-related data
Enabling customer support operators to authenticate the customer remotely (security questions, OTP, etc)
Audit log view and search
Exposing ticketing API enabling to delegate tasks to manual processing by backoffice operators

Overview

Backoffice frontend application consumes API provided by individual domain micro-services.
Backoffice processes orchestrated via Temporal.io workflow engine are delegating domain-specific actions to the corresponding domain services
Audit log manager responsible for populating the Audit Log

Service decomposition and external dependencies

Component	Description
Backoffice Web App - standalone	Standalone backoffice frontend application.
Backoffice Web App - embedded	Backoffice frontend application embedded within an iframe of contact center’s solution Genesys.
Backoffice Manager	Backend microservice responsible for dedicated backoffice activities which are not implemented by any business domain service.
Assisted Customer Authentication Engine	Business logic providing a means for contact center agent to authenticate a customer during a phone call.
Audit Log Entry	Audit log entries are published by individual domain services for the Audit Manager to persist.
Audit log manager	Backend microservice responsible for listening to audit log events coming from domains and storing them in its audit log record.
Audit Log Access	Repository providing access to the Audit Log Store.
Audit Log	Persistent store for Audit Log entries.
Temporal.io Access	Client library responsible for technical aspects of communication with the workflow engine’s Temporal.io server.
Workflows	Data store dedicated to the persistence of workflow definitions. The Temporal.io client stores and executes workflow definitions.

Approach to integration with Ticketing System

Manual tasks resulting from automated customer-centric processes managed by Temporal workflow engine will be created as tickets in the Ticketing system. Tickets will be categorized according to the taxonomy of business processes in different business domains. Business domain services will integrate with the Ticketing Manager service. To enable asynchronous delivery of the result of ticket processing back to the business process to trigger further processing of the workflow, there will be a dedicated Kafka topic for publishing of TicketClosed events that workflow engine or any domain services will subscribe to. Workflow engine will resume the processing according to the received message. The event will be published by Jira GW after it receives respective HTTP call (webhook) from Jira.

Ticketing API exposes predefined types of tickets each with its own request message. Ticketing API validated the request message and creates a ticket in the Ticketing system if valid. Invalid requests are rejected. The result of the manual processing is propagated as TicketClosed event containing ticketId.

Service decomposition and external dependencies

Approach to integration with Contact Center

The assumption is that a packaged solution (COTS) for the Contact Center will be used.

In order to provide use cases for contact center operators in the area of customer support while minimizing the need of customizations of the Contact center’s packaged solution, the approach is to build a custom frontend solution for all backoffice operators and to integrate it with the Contact center’s solution leveraging its capabilities of embedding custom frontend into the agent’s desktop e.g. Genesys IWS.

Component diagram

TBD

Domain Model

TBD

Open Points

Open Point	Result
What is the scope of custom build backoffice frontend solution?
Will the be any packaged (COTS) Case Management / Ticketing solution in place?	Yes. Jira (or another).

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