Define Events and Event-Related Attributes 

Purpose

This process enables you to define questions and events related to the Web shop. It also enables you to define:

·        Where in the Web shop the event will be called

·        Event attributes required to answer the questions

·        Properties of the event attributes in the application

Process Flow

 

       1.      Define the questions.

Questions with immediate priority:

¡        Do customers use the online help function?

¡        From which Web shop do most requests for help originate?

¡        Does the number of prior visits determine online help usage?

¡        Which contact method is preferred?

¡        Do customers request help, but drop off before they get it?

Questions for the future, for example, once Live Web Collaboration has been in use for a while:

¡        How long does each contact last – by type?

¡        How often are other self-service functions used instead (such as FAQs, and so on)?

¡        From which products/detailed views do the most frequent requests for help originate?

¡        How much time is spent waiting for an agent to take the Web-initiated interaction request?

¡        Is the number of people that hang up the phone related to the time spent in the queue?

       2.      Define the events that are required to answer these questions.

                            a.      Check the current events that are available.

                            b.      If the appropriate event does not exist, create the event and add it to the application.

For example, if there does not exist that satisfies your needs, create a new event ZCUSTOMER_REQ_HELP and use it to capture the information you want.

       3.      Define where the event could be placed in the Web shop.

Location and placement determines the data available for the event.

       4.       Define the event attributes required to answer the questions you have set in the steps above.

Event attributes:

¡        Type of help : Chat, e-mail

¡        Business partner

¡        Web shop ID

¡        Product catalog/product catalog variant

¡        Language

¡        Product ID

       5.      Define the properties of the event attributes in the application.

Properties of event attributes

Attribute	Description	Technical Details
ZWEB_HELP	Type of help	<HELPTYPE>=() ‘CHAT’ ‘EMAIL’
0BPARTNER	Business partner	<CUSTOMER_ID>=()
ZWEB_SHID	Web shop ID	<WEB SHOP>=()
0PRODCAT	Product catalog	<PRODUCT_CATEGORY>=()
ZWEBSHVR	Catalog variant	<WEB_SHOP_VARIANT>=()
0LANGU	Language	<LANGUAGE>=()
0MATERIAL	Product ID	<PRODUCT>=()

 

See also:

Creation of an Event