Monitor content offers
Determine how often customers view and respond to your content offers.
- 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
View the click-through rate
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:
|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 Genesys Predictive Engagement presented a content offer.
Note: When a visitor qualifies for an action map, it does not necessarily mean that Genesys Predictive Engagement offers them a content offer immediately. For example, Genesys Predictive Engagement 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. Genesys Predictive Engagement 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 Genesys Predictive Engagement 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 Genesys Predictive Engagement 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.