Monitor content offers

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This topic is part of the manual Altocloud Administrator's Guide for version Current of Altocloud.

Determine how often customers view and respond to your content offers.

Prerequisites

Configure the following permissions in Genesys Cloud:

  • Journey > Action Map > Add , Delete, Edit, and View (to create action maps and see action maps in the report)
  • Journey > Action Template > Add, Delete, Edit, and View (to configure content offers
  • Journey > Report > View

View the number of times the content offer is offered

1

This column shows you how often each content offer is presented to customers.
Important
A content offer can be presented multiple times to the same user.

View the click-through rate

1

This column shows you the percentage of times that users have clicked the content offer.
Important
A content offer can be presented multiple times to the same user.

Monitor a content offer's performance

Use the Action Map Performance report to monitor your content offers. The following table defines the available metrics for this report:

Metric Description
Web Actions Qualified Number of visitors who matched a segment, activity, or outcome score that triggered the action map.
Web Actions Offered Number of visitors to whom Altocloud presented a content offer.

Note: When a visitor qualifies for an action map, it does not necessarily mean that Altocloud offers them a content offer immediately. For example, Altocloud does not offer a content offer if the visitor matches a segment for the action map, but is not on the webpage that triggers the content offer. Altocloud also does not offer a content offer if there are no agents available. For more information, see Progression of web actions metrics.

Web Actions Accepted Number of visitors who accepted the content offer. These visitors are a subset of those to whom Altocloud offered the content offer. For more information, see Progression of web actions metrics.
Web Actions Started Not applicable
Web Actions Engaged Not applicable
Web Actions Rejected Number of visitors who dismissed or rejected the content offer. These visitors are a subset of those to whom Altocloud offered the content offer.
Web Actions Errored Number of visitors who experienced an error while being offered the content offer. This can happen before or after the content offer appears.
Web Actions Timed Out Not applicable

Content offer lifecycle

For complete information about the lifecycle of a content offer and the metrics that we capture at each stage, see Content offers lifecycle.