CIMAP

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    CIMAP
    Customer Interaction
    Mining and Analysis Portal

    Unlocking the value of customer data.

    NetCiv LLC onVector Consulting
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    CIMAP is a dynamic cloud based solution for helping clients mine, analyze and harvest insights from across a variety of customer information sources and systems that already exist in your business.

    Today’s Customer Experience programs are creating an insatiable appetite for information on customer interactions, behaviors and their drivers. Because that information is scattered across multiple systems, workgroups and analysis platforms; and because getting to that data often requires specialized skills and tools to integrate, access and analyze that data; much of that data continues to live in the proverbial “black box”. CIMAP was developed to help you unlock the value of that data, and enable a broader group of stakeholders and decision makers to participate in the discovery of new customer insights.

    CIMAP allows you to directly view your customer interaction data easily through a web based browser, and through a “guided” set of filtering and analysis choices, enables you to explore important relationships between those interactions and the broad range of drivers and attributes that influence them. CIMAP makes that data available in a variety of ways, from simple customer interaction “snapshots” to custom reports and visualizations that help provide the required drill down detail for further exploration.

    Features at a glance:

    • Interaction Snapshots (Summary Stats)
    • Preset Filtering (Channel, Type, Date, Duration)
    • Detailed Query Samples
    • Customer Journey Drilldowns
    • Custom Reports
    • Report Downloads (Excel)

    Coming Soon:

    • Dynamic Treemap
    • Bookmarks
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    System Requirements

    The following browsers are supported:

    • Google Chrome
    • Firefox
    • Safari
    • Opera
    • Internet Explorer versions 7 and higher **

    The following devices are supported:

    • Mac
    • PC with Microsoft OS
    • PC with flavors of Linux
    • iPhone, iPad
    • Android

    ** Note that some advanced charting requires the HTML5 Canvas element which any of the modern browsers support and Internet Explorer versions 9 or higher.
    More information on browser compatibility can be found here.

    Data Requirements

    The following describe the data import requirements.
    ALL Ids must maintain uniqueness across multiple data loads

    While Ids are varchar(36) to accomidate any id structure, it is recommended to use uniqueidentifier if possible

    CIMAP_Import_Database

    Transaction_Table

    TransactionId varchar(36), PK Id of the transaction
    CreatedDt datetime Date Time the transaction occurred (used for date range selection and journey sort order)
    CustomerId varchar(36) Id of the end customer (may be Contract#, etc)
    ChannelId varchar(36) Id of the channel or communication source
    Duration int Duration of the transaction in seconds (used for duration range selection)
    PurposeId varchar(36) Id of reason, purpose or action of the transaction (outage notification, billing inquiry)
    Live bit Does the transaction actively have the customer involved 1 = yes
    OnHold bit Is the customer on hold during the transaction 1 = yes
    ExperienceId varchar(36), null Id of level of customer satisfaction during this transaction
    SessionId varchar(36), null Id of session used to chain transactions together over channels over a single customer experience event
    TicketId varchar(36), null Id of ticket (or event) used to chain transactions together over a single contact purpose
    ResourceId varchar(36), null Id of employee or pay-grade or facility handling the transaction for use in cost analysis

     

    Channel_List_Table

    ChannelId varchar(36), PK Id of the channel or communication source
    Name varchar(32) Name of the channel used for pick lists and reports
    Description varchar(256), null Description of the channel used for tool tips and reports

     

    Purpose_List_Table

    PurposeId varchar(36), PK Id of reason, purpose or action of the transaction (outage notification, billing inquiry)
    Name varchar(32) Name of the purpose used for pick lists and reports
    Description varchar(256), null Description of the purpose used for tool tips and reports
    CategoryId varchar(36), null Id of the parent purpose category

     

    Purpose_Category_List_Table

    CategoryId varchar(36), PK Id of the category
    Name varchar(32) Name of the category used for pick lists and reports
    Description varchar(256), null Description of the category used for tool tips and reports
    ParentId varchar(36), null Id of the parent category for further category levels

     

    Experience_List_Table

    ExperienceId varchar(36), PK Id of the customer satisfaction level
    Name varchar(32) Name of the customer satisfaction level used for pick lists and reports
    Description varchar(256), null Description of the customer satisfaction level used for tool tips and reports

     

    Resource_List_Table

    ResourceId varchar(36), PK Id of the resource
    Name varchar(32) Name of the resource used for pick lists and reports
    Description varchar(256), null Description of the resource used for tool tips and reports

     

    Customer_(Attribute)_Table

    Various ways to extend customer profiling..
    For example Customer_Segment_Table

    CustomerId varchar(36) Id of the end customer (may be Contract#, etc)
    (AttributeId) varchar(36) for example SegmentId

     

    Customer_(Attribute)_List_Table

    for example Customer_Segment_List_Table

    (AttributeId) varchar(36), PK for example SegmentId
    Name varchar(32) Name of the attribute value used for pick lists and reports
    Description varchar(256), null Description of the attribute value used for tool tips and reports

     

    Customer_(Attribute)_Definition_Table

    for example Customer_Segment_Definition_Table. Single record table

    Name varchar(32) Name of this attribute used for labeling the attribute on forms and reports
    Description varchar(256), null Description of the attribute used for label tool tips and reports

     

    Rate_Table

    all fields combined primary key. If no channel or resource rate is available the base rate will be used

    RateId varchar(36), null id of channel or resource or null for base
    Type varchar(32) (base, channel, resource)
    StartDate datetime apply to transactions starting this date
    EndDate datetime, null apply to transactions ending this date
    CostPerMinute numeric(18,2) Cost per Minute
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    Contact Support

    Have more questions? Found a bug? Want a feature added?

    [contact-form][contact-field label=’New Field’ type=’radio’ required=’1′ options=’Technical Support – Rick Boardman,Sales and Pricing – Bob Champagne’/][contact-field label=’Name’ type=’name’ required=’1’/][contact-field label=’Email’ type=’email’ required=’1’/][contact-field label=’Website’ type=’url’/][contact-field label=’Comment’ type=’textarea’ required=’1’/][/contact-form]

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