Fulfilment Server

Use the Fulfilment Server tile of Syntelate Studio to manage Fulfilments.

What’s a Fulfilment?

A Fulfilment consists of:

  • A SQL Select statement: A SQL Select statement returns a result set of records from one or more database tables.
  • Fulfilment actions: The actions to be performed against each record returned by the SQL Select statement. Each action is a SQL statement.

Syntelate Studio lets you schedule how frequently each Fulfilment should be run.

EXAMPLE 

After each inbound call, Inisoft Travel try to capture feedback from the customer about their experience of speaking with an agent. This is so that they can use this feedback to improve their service offering (Voice of the Customer).

Inisoft Travel’s approach is, at the end of each day, to send an email to all customers who called in that day, asking them to complete a short survey online.

In Syntelate XA, this is achieved via the Fulfilment Server. Inisoft Travel have configured a Fulfilment that runs every day at 6:00 PM. The Fulfilment’s SQL Select statement selects all records in the INTERACTION_X table for inbound calls that were made that day. For each matching record, Syntelate XA then performs the following Fulfilment action:

  • Inserts a new record into INTERACTION_X_NEWMESSAGE (the outgoing message table) with the following field values:
    • LKTL_TO: The customer’s email address
    • LKTL_SUBJECT: “Thanks for calling us!”
    • LKTL_MESSAGE: A message thanking the customer for phoning in and asking them to visit a URL to complete a short feedback survey about their experience

The Outbound Gateway service then picks up the new records in INTERACTION_X_NEWMESSAGE and sends the feedback emails to customers.

Editing Fulfilments

We recommend that you always make a Fulfilment dormant before making any changes to it.

Error Handling

If Syntelate XA encounters an error while performing a Fulfilment action on a record, then any other Fulfilment actions that have already performed on that record are rolled back.

synTelate's SQL Functions

Syntelate Studio lets you add several functions to your SQL statements simply by double-clicking the appropriate function. These functions are:

Name Syntax Description
Get Client Counter 
GetClientCounter('[CounterName]')

Adds 1 to the specified counter and returns this value. Available for Fulfilment actions only.

For the [CounterName] parameter, you can pass the following values:

  • CLIENTNO
  • LOGAGENT
  • SINGLETOUCHID
  • CALLSTATUSLOGCALLID
  • Any counter in the COunt1 table of your database (for example, COMPLETIONCODEID, CONTACT_ID, and so on)

If no value is passed (in other words, GetClientCounter()), then CLIENTNO is assumed.
Completed Records Only 
([LKTL_COMPLETED] = 'Y')

Use as part of your SQL statement to restrict selection/actions to completed interaction records only.

For example, to select all completed records in table INTERACTION_1, use the following SQL:

SELECT * FROM INTERACTION_1
WHERE ([LKTL_COMPLETED] = 'Y');
Could Not Contact 
([LKTL_COMPLETED] = 'N' AND [LKTL_NUMTRIES] = 0)
Use as part of your SQL statement to restrict selection/actions to interaction records where contact with the customer was not made.

SQL Server Functions

You can also use the following Microsoft SQL Server functions in your SQL statements:

Function Description
GETDATE() Returns the current date and time.
CONVERT(DATE, GETDATE()) Returns the current date only.
CONVERT(TIME(0), GETDATE()) Returns the current time only.
@[fieldname] Returns the value of the specified field in the record returned by the SQL Select statement.

Tasks

Click a task for step-by-step instructions:

Adding a Fulfilment

Setting the Fulfilment Details

Managing Fulfilment Actions

Managing Fulfilment Emails

Deleting a Fulfilment