ATC/Current/AdminGuide/Blocked actions - Revision history

WikiSysop at 10:00, June 21, 2022

2022-06-21T10:00:36Z

Gayathri.Jaishankar.IX: Published

2022-01-27T13:47:38Z

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2022-01-25T12:02:50Z

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2022-01-24T10:55:07Z

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2022-01-19T09:48:32Z

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Gayathri.jaishankar@genesys.com: Published

2021-12-07T09:41:39Z

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{{Article
|Standalone=No
|DisplayName=View action maps report
|TocName=Action map reports
|Context=Learn how the action maps engaged with the visitors of your website.
|ComingSoon=Yes
|Platform=GenesysCloud
|Section={{Section
|sectionHeading=Action Map Report
|anchor=ActionMapReport
|alignment=Vertical
|structuredtext=To learn how visitors interacted with a specific action map and whether the outcome of the action map was achieved, click '''Create Action Map''' menu option, and then click the '''Action Map Reporting can be found here''' menu option
{{{!}} class="wikitable"
{{!}}+
!Entity
!Description
{{!}}-
{{!}}Name
{{!}}Action map name.
{{!}}-
{{!}}Type
{{!}}Type of web action associated to the action map, such as web chat or content offer.
{{!}}-
{{!}}Qualified
{{!}}Number of times that the action map qualified to offer a web action to visitors.
{{!}}-
{{!}}Blocked
{{!}}Number of times that an action map qualified, but did not offer a web action to the visitors. A web action could be blocked temporarily or permanently. Therefore, the sum of the offered and the blocked actions may not be equal to the number of qualified actions. To know the reasons for a web action to be blocked, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Blocked_actions|anchor=BlockedOffers|display text=Blocked offers}}.
{{!}}-
{{!}}Offered
{{!}}Number of times that the action map offered a web action to visitors.
{{!}}-
{{!}}Offered %
{{!}}Percent of qualified action maps that offered a web action (Offered / Qualified).
{{!}}-
{{!}}Accepted
{{!}}Number of times that visitors accepted the action map's web action.
{{!}}-
{{!}}Accepted %
{{!}}Percent of web actions that visitors accepted (Accepted / Offered).
{{!}}-
{{!}}Engaged
{{!}}Number of times that agents engaged with a web chat or web messaging.
{{!}}-
{{!}}Engaged %
{{!}}Percent of web chat or web messaging engagements that visitors accepted (Engaged / Accepted).
{{!}}-
{{!}}Rejected
{{!}}Number of times that visitors rejected the action map's web action.
{{!}}-
{{!}}Outcomes
{{!}}Number of outcomes that have achievements because of the action map.
{{!}}-
{{!}}Outcomes Achieved
{{!}}Number of times that the outcome associated to the action map was achieved.
{{!}}-
{{!}}Active
{{!}}Indicates whether the action map is active and ready to trigger on your website.
{{!}}-
{{!}}Updated
{{!}}Date the action map was last modified.
{{!}}}For more information about Journey Action Maps Summary view, see the [https://help.mypurecloud.com/articles/?p=238676 Journey Action Maps view] in the Genesys Cloud CX Resource Center.
|Status=No
}}{{Section
|sectionHeading=Blocked offers
|anchor=BlockedOffers
|alignment=Vertical
|structuredtext=Typically, when the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Overview_action_maps|anchor=AMQualified|display text=conditions that trigger}} an action are met, the action is offered to the website visitor. However, all actions that qualify may not offered. These actions are called Blocked offers. The blocked status of an action could be a temporary or a permanent state.

{{NoteFormat|Since the state of a blocked action is likely to change, the number specified in the Blocked Actions column is not fixed. Therefore, the sum of the columns may not entirely match the number specified in the qualified actions column.|}}

To see the blocked actions in an action map and to determine the reasons, do the following:

#Click '''Create Action Map''' menu option, and then click the '''Action Map Reporting can be found here''' menu option.
#Click the hyperlinked figure available in the '''Blocked''' column of the action map you want to analyze. The '''Blocked Actions''' report appears.
|Status=No
}}{{Section
|sectionHeading=Reasons a qualified action is not offered
|anchor=QualifiedAndBlocked
|alignment=Vertical
|structuredtext=The '''Blocked Actions''' report lists the reasons for the qualified action not being offered. Against each reason an action was blocked, you can see the following details:

*Sessions - The number of sessions during which the action was blocked. If an action is blocked multiple times during a single session, the session number is retained at one.
*Count - The number of times an action was blocked. For example, if an action was blocked 30 times during a single session, the count number is 30.

{{{!}} class="wikitable"
{{!}}+
!Reason
!Description
{{!}}-
{{!}}Page URL condition
{{!}}The action map did not meet the page URL filters specified in the action map. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger|anchor=TriggerVisitorActivity}}.
{{!}}-
{{!}}SLA throttle
{{!}}The queue was saturated to capacity which prevented the action being offered. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=How_throttling_works}}.
{{!}}-
{{!}}Existing offer
{{!}}An offer had already been rolled out to the customer at the time the action map qualified.
{{!}}-
{{!}}Future offer
{{!}}The action map specifies the future time period for the action to be offered and the action is not set to 'Immediately'. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|anchor=ChatActivationTime|display text=web chat activation time and duration}}, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Configure_content_offer_action_map|anchor=ConfigActivation|display text=content offer activation time and duration}}, and {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Use_the_Architect_flow_with_an_action_map|anchor=ConfigActivation|display text=architect flow activation time and duration}}.
{{!}}-
{{!}}Multiple offers
{{!}}The customer qualified in more than one action map and was offered an action in another action map with a higher priority than this action. If all action maps have the same priority, the actions are offered in no particular order. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Prioritize}}.
{{!}}-
{{!}}No agents
{{!}}The action map specifies that the action be offered only upon agent availability. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Route|anchor=RoutetoTarget}}.
{{!}}-
{{!}}Frequency cap
{{!}}An offer was already presented to the visitor by way of qualification on another action map. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_settings|anchor=FrequencyCapping|display text=frequency capping settings}}.
{{!}}}<br />
|FAQHeading=Why are all the qualified actions not offered?
|Status=No
}}
}}

@@ Line 66: / Line 66: @@
 |anchor=BlockedOffers
 |alignment=Vertical
-|structuredtext={{BarbFeatureTemp|Feature=Blocked offers}}Typically, when the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Overview_action_maps|anchor=AMQualified|display text=conditions that trigger}} an action are met, the action is offered to the website visitor. However, all actions that qualify may not offered. These actions are called Blocked offers. The blocked status of an action could be a temporary or a permanent state.
+|structuredtext=Typically, when the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Overview_action_maps|anchor=AMQualified|display text=conditions that trigger}} an action are met, the action is offered to the website visitor. However, all actions that qualify may not offered. These actions are called Blocked offers. The blocked status of an action could be a temporary or a permanent state.{{NoteFormat|Since the state of a blocked action is likely to change, the number specified in the Blocked Actions column is not fixed. Therefore, the sum of the columns may not entirely match the number specified in the qualified actions column.|}}
 To see the blocked actions in an action map and to determine the reasons, do the following:
 #Click '''Create Action Map.'''
 #Click the '''Action Map Reporting can be found here'''.
 #In the '''Blocked''' column of the action map you want to analyze, click the hyperlink. The Blocked Actions report appears.

@@ Line 26: / Line 26: @@
 {{!}}-
 {{!}}Blocked
-{{!}}Number of times that an action map qualified, but did not offer a web action to the visitors. A web action could be blocked temporarily or permanently. Therefore, the sum of the offered and the blocked actions may not be equal to the number of qualified actions. To know the reasons for a web action to be blocked, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Blocked_actions|anchor=BlockedOffers|display text=Blocked offers}}.
+{{!}}Number of times that an action map qualified, but did not offer a web action to the visitors. A web action could be blocked temporarily or permanently. Therefore, the sum of the offered and the blocked actions may not be equal to the number of qualified actions. To view the reasons for a blocked action, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Blocked_actions|anchor=BlockedOffers|display text=Blocked offers}}.
 {{!}}-
 {{!}}Offered
@@ Line 66: / Line 66: @@
 |anchor=BlockedOffers
 |alignment=Vertical
-|structuredtext={{BarbFeatureTemp|Feature=Blocked offers}}Typically, when the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Overview_action_maps|anchor=AMQualified|display text=conditions that trigger}} an action are met, the action is offered to the website visitor. However, all actions that qualify may not offered. These actions are called Blocked offers. The blocked status of an action could be a temporary or a permanent state.
+|structuredtext=Typically, when the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Overview_action_maps|anchor=AMQualified|display text=conditions that trigger}} an action are met, the action is offered to the website visitor. However, all actions that qualify may not offered. These actions are called Blocked offers. The blocked status of an action could be a temporary or a permanent state.
 {{NoteFormat|Since the state of a blocked action is likely to change, the number specified in the Blocked Actions column is not fixed. Therefore, the sum of the columns may not entirely match the number specified in the qualified actions column.|}}
@@ Line 72: / Line 72: @@
 To see the blocked actions in an action map and to determine the reasons, do the following:
-#Click '''Create Action Map''' menu option, and then click the '''Action Map Reporting can be found here''' menu option.
+#Click '''Create Action Map.'''
-#Click the hyperlinked figure available in the '''Blocked''' column of the action map you want to analyze. The '''Blocked Actions''' report appears.
+#Click the '''Action Map Reporting can be found here'''.
 |Status=No
 }}{{Section
@@ Line 79: / Line 80: @@
 |anchor=QualifiedAndBlocked
 |alignment=Vertical
-|structuredtext=The '''Blocked Actions''' report lists the reasons for the qualified action not being offered. Against each reason an action was blocked, you can see the following details:
+|structuredtext=The '''Blocked Actions''' report lists the reasons for the qualified action not being offered. Next to each reason the action is blocked, the following details appear:
-*Sessions - The number of sessions during which the action was blocked. If an action is blocked multiple times during a single session, the session number is retained at one.
+*Sessions - The number of sessions during which the action is blocked. If an action is blocked multiple times during a single session, the session number is retained at one.
-*Count - The number of times an action was blocked. For example, if an action was blocked 30 times during a single session, the count number is 30.
+*Count - The number of times an action is blocked. For example, if an action was blocked 30 times during a single session, the count number is 30.
 {{{!}} class="wikitable"
@@ Line 99: / Line 100: @@
 {{!}}-
 {{!}}Future offer
-{{!}}The action map specifies the future time period for the action to be offered and the action is not set to 'Immediately'. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|anchor=ChatActivationTime|display text=web chat activation time and duration}}, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Configure_content_offer_action_map|anchor=ConfigActivation|display text=content offer activation time and duration}}, and {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Use_the_Architect_flow_with_an_action_map|anchor=ConfigActivation|display text=architect flow activation time and duration}}.
+{{!}}The action map specifies the future time period for the action to be offered and the action is not set to 'Immediately'. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|anchor=ChatActivationTime|display text=web chat activation time and duration}}, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Configure_content_offer_action_map|anchor=ConfigActivation|display text=content offer activation time and duration}}, and {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Use_the_Architect_flow_with_an_action_map|anchor=ConfigActivation|display text=Architect flow activation time and duration}}.
 {{!}}-
 {{!}}Multiple offers
-{{!}}The customer qualified in more than one action map and was offered an action in another action map with a higher priority than this action. If all action maps have the same priority, the actions are offered in no particular order. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Prioritize}}.
+{{!}}The customer qualified for more than one action and received an offer in another action with a higher priority than this action. If all action maps have the same priority, the actions are offered in no particular order. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Prioritize}}.
 {{!}}-
 {{!}}No agents
@@ Line 108: / Line 109: @@
 {{!}}-
 {{!}}Frequency cap
-{{!}}An offer was already presented to the visitor by way of qualification on another action map. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_settings|anchor=FrequencyCapping|display text=frequency capping settings}}.
+{{!}}The visitor qualifies for and receives an offer on another action map. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_settings|anchor=FrequencyCapping|display text=frequency capping settings}}.
 {{!}}}<br />
 |FAQHeading=Why are all the qualified actions not offered?

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=View action maps report
+|DisplayName=Action maps report
 |TocName=Action map reports
 |Context=Learn how the action maps engaged with the visitors of your website.
-|ComingSoon=Yes
+|ComingSoon=No
 |Platform=GenesysCloud
 |Section={{Section
-|sectionHeading=Action Map Report
+|sectionHeading=View action map report
 |anchor=ActionMapReport
 |alignment=Vertical