Empty cells

Contact Optimization automatically generates a score for a cell that you leave empty.

Automatically generated scores do not display in a cell when the score matrix is in edit mode. These scores display as disabled values after you save the score matrix.

Contact Optimization automatically populates a cell as follows:

• If a cell in the All Offers row or the All Customers column does not contain a value, Contact Optimization populates that cell with the value in the intersection of All Offers and All Customers. For example, in the score matrix, the value at the All Offers/All Customers intersection is 10. No values were entered in the intersection of All Offers and strategic segments C4 and C7. Therefore, Contact Optimization populates these cells with the value 10. Similarly, no values were entered in the intersection of All Customers and the Gold offer or the B offer. These cells also inherit the value at the All Offers/All Customers intersection, or 10.
• For all other empty cells, the score is calculated as the average of the values in the column and row headers for that cell. For example, Contact Optimization computes the value for the intersection of the Gold offer and strategic segment C1 to be 25. This value is the average of the value in the row header for the Gold offer, and the value in the column header for strategic segment C1, that is (10 + 40)/2.

You can override any automatically generated cell values by entering a new value for that cell.