Data Collection - Overview

What is a Data Collection Object?

A data collection enables you to collect information about the interactions between an agent and a customer and various kinds of profiling information about the customers themselves, such as the activities that they typically perform. This is done by tracking the activities performed in the Real-Time Designer system in order to extract from it information that has relevant business implications.

What Information is Collected?

Real-Time Designer enables you to define for which Real-Time Designer elements information is collected, such as callouts, launch in contexts, KPI items, workflows, business rules and event handlers. Real-Time Designer collects a variety of information about each element that you select.

For example, for a callout, Real-Time Designer collects information about when it was opened, when it was closed, what information was displayed in the callout, which links were clicked, and how many times, the positions to which the callout was moved, which workflows and functions were activated from the callout, and so on.

In another example, for a launch in context link, Real-Time Designer collects information about which link was clicked to launch it, what document was launched, in what application, and when the application was closed.

Real-Time Designer also enables you to define for which business entity properties information is collected. In order to define a business entity property in a data collection object, this property must first have been defined as collectable by you in the Business Entity window, as described on Defining a Data Collection.

Data collection enables you to easily specify the kind of data that Real-Time Designer should collect and store in the Real-Time database during runtime. This information can then be used in reports.