Collaboration / Beta Testing
Ahmed Charfeddine wrote:The solution will be very simple, both for the end users and for the developers
I have created a rules engine. I have used several others. I have created custom solutions. I have created pseudo work flow systems and real work flow systems as well. I have created scripting languages and created solutions that were delivered with scripting languages. I have created dynamic data driven systems. And of that lot I was the designer on a number of them.
So I have a fair bit of experience in creating dynamic solutions that match business models.
Ahmed Charfeddine wrote:As you can see the developer did not puzzle himself how to create some langage
What makes you think that a parser is necessary to solve this problem?
Ahmed Charfeddine wrote:it adds the rules editor to the front end, it publishes all sort of
events/facts, when they occur to the engine part of S (incoming email, with
properties, contacts with properties..)
Where exactly do those come from?
Ahmed Charfeddine wrote:Reader R is an input door to zone Z
Person P2 is owner of zone Z
is within zone Z
Where does the physical access to the door come from? Specifically how exactly does the door get opened by the software? How exactly does person P2 come to be within Z? How exactly does P2 come to own Z?
Lets take a real scenario rather than an imaginary one.
- A call center employee makes a service call to an account.
- The employee is tasked with getting a payment for the account (the task.)
- The employee can have a number of contact numbers along with comments about each number written by previous employees (usually about how 'good' the number is, what the person is like, when available, etc.)
- Certain payment options require a manager override which can either be initiated by email (task ticket) or personal presence.
- The time spent on the task must be measured in detail.
- Each person (employee and/or manager) must be tracked as to actions on account.
- Resolution and or further action must be recorded.
- Updates to at least two systems can occur depending on resolution. One system is a standard database the other is a custom database that requires a screen scaping interface.
- Real time monitoring of the call center app in use by the employee must be possible by one or more managers.
- The call center app must also act as a time clock keeping track of employee arrival, departure and breaks.
Some background - the call center managers bonus is based on revenue received and minimal time spent on calls. Thus the manager spends their time insuring that the employees are doing their job and making sure that when a manager override is needed that they are on the spot to do it.
So how to you see your system solving the above problem?
Exactly how are you going to convince the manager, the one mentioned above, to take time out to learn your system, create with it and debug with it, given that doing those actions guarantees that the bonus will be negatively impacted (because they won't be doing the part that actually drives that)?
How do you see a manager that is good at this specific job, managing call center employees, is going to be equipped with the skills necessary to create business rules, debug them and even for that matter be able to logically derive new ones using nothing but your system?
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