ATC/Current/AdminGuide/Overview action maps - Revision history

WikiSysop at 11:30, September 7, 2022

2022-09-07T11:30:42Z

Gayathri.jaishankar@genesys.com: Published

2021-09-27T11:31:00Z

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2021-08-10T11:19:24Z

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2021-05-13T13:54:03Z

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2021-05-04T17:56:05Z

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2021-03-31T18:11:28Z

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2021-03-31T11:51:48Z

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2021-03-16T18:32:04Z

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Barbara.martin@genesys.com: Published

2021-02-19T18:36:50Z

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@@ Line 20: / Line 20: @@
 |anchor=AMQualified
 |alignment=Vertical
-|structuredtext={{BarbFeatureTemp|Feature=Customer segments}}When you create an action map, you define its trigger. The trigger determines when the action map is "qualified." When an action map is qualified, it means that {{MINTYDOCSPRODUCT}} could use it, depending on the other offer-related considerations.
+|structuredtext={{BarbFeatureTemp|Feature=Customer segments}}When you create an action map, you define its {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger|display text=trigger}}. The trigger determines when the action map is "qualified." When an action map is qualified, it means that {{MINTYDOCSPRODUCT}} could offer the action, depending on the other offer-related conditions.
-Action maps that qualify from a visitor segment assignment only trigger once per assignment in a visitor lifetime. After that, the action maps no longer qualify.
+An individual action maps can qualify only once for each session. If multiple action maps qualify during a given session, the number of actions that are offered depend upon the offer conditions, specifically the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_settings|display text=frequency capping settings}}.
 The types of triggers that you can define are:

@@ Line 48: / Line 48: @@
 *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 {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger|anchor=OutcomeProbability|display text=outcome scoring probability}}.
-*Configure searching on your site to use the [[Draft:ATC/Current/AdminGuide/Web tracking#SiteSearchSettings|site search function]].
+*Configure searching on your site to use the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_tracking|anchor=SiteSearchSettings|display text=site search settings}}.
 *Genesys Predictive Engagement tracks when a visitor does any of the following:
 **Completes fields in a form
@@ Line 55: / Line 55: @@
 **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 [[Draft:ATC/Current/Event/Examples of events|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.
+*Genesys Predictive Engagement can also track {{Link-SomewhereInThisVersion|manual=Event|topic=Examples_of_events|display text=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 [[Draft:ATC/Current/AdminGuide/Prioritize|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.
+*The {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Prioritize|display text=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.
 |Status=No
 }}
 }}

@@ Line 33: / Line 33: @@
 |anchor=AMOffered
 |alignment=Vertical
-|structuredtext={{BarbFeatureTemp|Feature=Web messaging}}If you are a Genesys Cloud customer, we encourage you to use the new {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}} feature to replace web chat.
+|structuredtext=The following considerations determine whether a qualified action map gets offered to a visitor:
 *'''Priority''': The action map's {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Prioritize|display text=priority}} determines which action map is offered in the event that multiple action maps are qualified for a visitor.

@@ Line 4: / Line 4: @@
 |TocName=Action maps overview
 |Context=An action map represents the steps that {{MINTYDOCSPRODUCT}} takes to achieve a particular business result.
 |ComingSoon=No
 |Platform=PureConnect, GenesysCloud, GenesysEngage-cloud

@@ Line 7: / Line 7: @@
 |Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=Actions
 |anchor=AMActions

@@ Line 48: / Line 48: @@
 *'''Activation status:''' An action must be {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Maintain|anchor=ChangeStatus|display text=active}} for it to work.
 |Status=No
 }}{{Section
 |sectionHeading=Best practices
@@ Line 69: / Line 54: @@
 |structuredtext=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 [[Draft:ATC/Current/AdminGuide/Outcome probabilities|outcome scoring probability]].
+*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 {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger|anchor=OutcomeProbability|display text=outcome scoring probability}}.
 *Configure searching on your site to use the [[Draft:ATC/Current/AdminGuide/Web tracking#SiteSearchSettings|site search function]].
 *Genesys Predictive Engagement tracks when a visitor does any of the following:

@@ Line 32: / Line 32: @@
 *Who the visitor is (what group or segment the visitor belongs to)
-*What actions the visitor takes on your website
+*What actions the visitor takes on your website (for example, searches for something or visits a specific page)
 |Status=No
 }}{{Section