SYSTEM AND METHOD FOR DISTRIBUTED RULE-BASED SEQUENCING ENGINE

摘要

A computing device including a processor and memory may receive input from a user to define one or more sequence types, each sequence type based on a time frame. A distributed computing system may receive interaction data on a plurality of computing nodes and describing an interaction event between a customer and an agent. The one or more computing nodes may associate the received interaction event with the customer's identifier in a customer history table, wherein the customer history table stores historical interaction events for the customer. Further, the computing nodes may assign the received interaction event to a sequence, based on the defined one or more sequence types.

主权项

1. A method of generating a sequence of interactions, comprising:
defining, by a processor, one or more sequence types, each sequence type based on a time frame; receiving, by a distributed computing system comprising a plurality of computing nodes, interaction data describing an interaction event between a customer and an agent; associating the received interaction event with the customer's identifier in a customer history table, wherein the customer history table stores historical interaction events for the customer; and assigning the received interaction event to a sequence, based on the defined one or more sequence types.