Banco Votorantim BTN HISTORY

a better pair
BTN History Banco Votorantim

Explaining BTN History Configurations

How BTN History Procedure Works

What is the Logical Data Flow (BTNH Look Up and BTNH SME)

with Example

Explaining Cross Queue Analysis

How Handle Time Bucketing works

Case Example of one BTN (VACA, BTNH Look Up and BTNH SME)

Look Up Percentage of BTN History on BV

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BTN History Configurations

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BTNH Procedure Logical Data Flow

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BTNH Procedure Logical Data Flow

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BTNH Procedure Logical Data Flow

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 Cross Queue Analysis

Cross Queue Analysis feature in currently not being utilized on

BV because of a single queue on each BPO.

The Department Split variable for Cross Queue Analysis can be

mentioned in BTNH_Department_Split in BTNH Configurations.

Based on the value, the BTNH Procedure creates separate sets

of variables for each split and utilizes them whenever there are
cross queue calls.

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Cross Queue Analysis

Every time a call comes up on a specific Program ID, the

variables against that Program ID get filled.

If a second call comes up on a different Program ID, the

variables against Program ID will be filled and the previous
variables of first Program ID will remain as such. So during
look up, the information related to both queues shall be used.

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 Handle Time Bucketing

Handle Time Bucketing is a very powerful feature of BTN

History Process which is used to normalize Handle Time
into buckets (groups). The Handle Time is usually like a
continuous stream and its individual values cannot be used
for modelling purposes.

The Handle Time is therefore divided into buckets based on

a range of values, and these buckets are then used by the AI
Team for modelling purposes.

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 Handle Time Bucketing

The Normalized split variable for Handle Time Bucketing is

usually VDN.

So for a particular BTN, it is assigned to a certain Bucket by

the following formula:

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Look Up Rate

The BTN History Look Up table is daily moved to the

Production Database to be used in run time dialing.

The current Look Up Rate for Generic BTN Look Up Table

on BV is on average 60%.

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THANK YOU ..!!

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