Best practices for action maps

From Genesys Documentation
Jump to: navigation, search

Follow best practices to improve your action maps.

Best practices

When you design action maps, consider the following points:

  • If a visitor is progressing toward a business outcome, do not impede their progress by popping a chat window unnecessarily. Intervene only when a visitor's activity indicates that they are no longer on track to achieve the outcome that you want. To prevent this occurrence, use the drop in outcome scoring probability.
  • Configure searching on your site to use the site search function.
  • Genesys Predictive Engagement tracks when a visitor does any of the following:
    • Completes fields in a form
    • Searches for something
    • Responds to a chat offer
    • Does not respond to a chat offer
    • Responds to a chat offer initially but then remains inactive until the offer times out
  • Genesys Predictive Engagement can also track custom web events that you define. Then, you can configure the action map to trigger when one of these custom web events occurs. For example, you can implement a custom web event to track a visitor who adds an item to their shopping cart but then removes the item or abandons the shopping cart.
  • The priority of an action map affects when it triggers. This priority is a relative setting, based on priorities of other action maps applied to the same webpage.