SaFi Bank Space : Waiving fee - 30secon in Queue

Created by Zbyněk Melichar (Unlicensed), last modified on Jan 23, 2023

This process describes a business request to Waive a fee automatically when the Customer spends more than the 30s in the queue waiting to be connected to agents.

Business requirements

there will be fee waiving for customers who were waiting for more than the 30s in queue
there has to be a push notification to the customer that will announce it to the customer
it can be announced directly in IVR

Assumption:

data from Genesys will be exported to DWH

Info about time spent in the queue is in Conversation detail ( /api/v2/analytics/conversations/{conversationId}/details ) as tACD value in participant object.

Solution

data will be synchronized to DWH

2. The airflow gets appropriate records from DWH Conversation data about interactions that spend more than the 30s in the queue. Once it retrieved the data, it will send if to Kafka to waive the fee and send info to the Communication log

Get data from Genesys
(Conversation)
the query will be defined once the data is synced to DWH (Radny project)
Get data from DWH BOFE
(Customer ID based on Conversation ID)
Airflow process data
It combines data from 1&2
Kafka event - activate fee waiving
(the event that will )
https://confluent.cloud/environments/env-22o9jo/clusters/lkc-qr1p76/topics/products.subscription-fee-transaction-created.event.v2/schema/value
the info will be sent to communication history so Agents will also know that this happened
https://communication-history-manager.apps.brave.safibank.online/swagger/views/swagger-ui/#/Communication Records/createCommunicationRecord
Info will also be saved in the Customer profile in Meiro for the campaign purposes
1. the kafka topic for it has to be specified
2. the kafka topic for it has to be specified

Attachments:

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