Operations team members must make decisions all the time. While there will never be a valid substitute for human deductive reasoning, there are often cases where the decision required is a complex and fast business rule.
For example, a decision that involves late payments. The customer needs to be chased by a letter, then by an email, and then added to the outbound caller queue.
These decisions are complex, and the rules involving them can be set up within the OPX Decision Engine.
Decisions can be created about many work items in queues. The engine allows defining who, what and when.
It also offers an option for creating new data items against processed cases, such as a field with days overdue, or information on how to handle the results, including bot involvement, data gathering or necessity of human involvement in handling the case.