Difference between revisions of "ATC/Current/AdminGuide/Action maps"
DannaShirley (talk | contribs) (Published) |
DannaShirley (talk | contribs) (Published) |
||
Line 57: | Line 57: | ||
|structuredtext=# Click '''Admin'''. | |structuredtext=# Click '''Admin'''. | ||
# Under '''Altocloud''', click '''Action Maps'''. | # Under '''Altocloud''', click '''Action Maps'''. | ||
+ | {{NoteFormat|Search for an action map by its name. Search is case-insensitive.|2}} | ||
|fullwidth=No | |fullwidth=No | ||
|Status=No | |Status=No | ||
Line 138: | Line 139: | ||
|gif=No | |gif=No | ||
|structuredtext=* {{#mintydocs_link:topic=Chat_offers|link text=Design a Web chat}} | |structuredtext=* {{#mintydocs_link:topic=Chat_offers|link text=Design a Web chat}} | ||
+ | |fullwidth=No | ||
+ | |Status=No | ||
+ | }}{{Section | ||
+ | |sectionHeading=Apply to pages | ||
+ | |Type=Structured | ||
+ | |alignment=Horizontal | ||
+ | |image=ApplytoPages0131.png | ||
+ | |gif=No | ||
+ | |structuredtext=Use the fields to build an expression that tells {{MINTYDOCSPRODUCT}} where to trigger the action map. | ||
+ | |fullwidth=Yes | ||
+ | |structuredtextwide=The following table illustrates expressions that use the '''equals''' and like '''operators'''. | ||
+ | {{{!}} class="wikitable" style="width: 860.684px;" data-mce-style="width: 860.684px;" | ||
+ | {{!}}- | ||
+ | {{!}} style="width: 71px;" data-mce-style="width: 71px;"{{!}}'''Operator''' | ||
+ | {{!}} style="width: 252px;" data-mce-style="width: 252px;"{{!}}'''Note''' | ||
+ | {{!}} style="width: 157px;" data-mce-style="width: 157px;"{{!}}'''Example''' | ||
+ | {{!}} style="width: 330.684px;" data-mce-style="width: 330.684px;"{{!}}'''Matched pages''' | ||
+ | {{!}}- | ||
+ | {{!}} style="width: 71px;" data-mce-style="width: 71px;"{{!}}equals | ||
+ | {{!}} style="width: 252px;" data-mce-style="width: 252px;"{{!}}This operator requires a full URL. | ||
+ | {{!}} style="width: 157px;" data-mce-style="width: 157px;"{{!}}equals:platform | ||
+ | {{!}} style="width: 330.684px;" data-mce-style="width: 330.684px;"{{!}}https:www.genesys.com | ||
+ | {{!}}- | ||
+ | {{!}} style="width: 71px;" data-mce-style="width: 71px;"{{!}}like | ||
+ | {{!}} style="width: 252px;" data-mce-style="width: 252px;"{{!}}This operator accepts a partial URL. | ||
+ | {{!}} style="width: 157px;" data-mce-style="width: 157px;"{{!}}like:platform | ||
+ | {{!}} style="width: 330.684px;" data-mce-style="width: 330.684px;"{{!}}All pages on: | ||
+ | /pureconnect | ||
+ | |||
+ | /purecloud | ||
+ | |||
+ | /pureengage | ||
+ | |||
+ | |||
+ | {{!}}} | ||
+ | |Status=No | ||
+ | }}{{Section | ||
+ | |sectionHeading=Set the priority | ||
+ | |Type=Structured | ||
+ | |alignment=Horizontal | ||
+ | |image=SetPriorityPEPC.png | ||
+ | |gif=No | ||
+ | |structuredtext={{MINTYDOCSPRODUCT}} uses only one action map at a time for a given segment. If two action maps of the same type target the same segment at the same time, then the priority determines which action map the visitor experiences.{{NoteFormat| If multiple action maps target the same segment at the same time, and they have the same priority, then {{MINTYDOCSPRODUCT}} will display each one a set percentage of the time. For example, if two action maps exist, then {{MINTYDOCSPRODUCT}} displays each one 50% of the time. If three action maps exist, then {{MINTYDOCSPRODUCT}} displays each one 33% of the time.|1}} | ||
+ | |fullwidth=No | ||
+ | |Status=No | ||
+ | }}{{Section | ||
+ | |sectionHeading=Activate or inactivate the action map | ||
+ | |Type=Structured | ||
+ | |anchor=Activate | ||
+ | |alignment=Horizontal | ||
+ | |image=ActivePEPC.png | ||
+ | |gif=No | ||
+ | |structuredtext=When you create an action map, it is automatically activated. This means it is ready to trigger immediately on your site. To determine whether the action map triggers, use the '''Active''' switch which appears at the bottom of the page when you create or edit an action map. | ||
+ | |||
+ | To activate or inactivate an action map from the main Action Maps page: | ||
+ | # Click '''Admin'''. | ||
+ | # Under '''Altocloud''', click '''Action Maps'''. Click the '''Active''' button for the action map so it is either '''On''' or '''Off'''. | ||
+ | |||
+ | {{NoteFormat|To permanently remove the action map, [[#Delete|delete it]] instead.|2}} | ||
+ | |fullwidth=No | ||
+ | |Status=No | ||
+ | }}{{Section | ||
+ | |sectionHeading=Delete an action map | ||
+ | |Type=Structured | ||
+ | |anchor=Delete | ||
+ | |alignment=Horizontal | ||
+ | |image=DeletePEPC.png | ||
+ | |gif=No | ||
+ | |structuredtext=To delete an action map: | ||
+ | # Click '''Admin'''.<sup></sup> | ||
+ | # Under '''Altocloud''', click '''Action Maps'''. | ||
+ | # Click the '''Delete''' button for the action map. | ||
+ | |||
+ | {{NoteFormat|Deletion is permanent. To temporarily suspend the action map from triggering, [[#Activate|inactivate it]] instead.|2}} | ||
|fullwidth=No | |fullwidth=No | ||
|Status=No | |Status=No | ||
}} | }} | ||
}} | }} |
Revision as of 15:32, May 7, 2019
Contents
- 1 About action maps
- 2 Prerequisites
- 3 Design action maps
- 4 View your action maps
- 5 Create an action map
- 6 Trigger based on customer activity
- 7 Trigger based on segment assigned
- 8 Trigger based on outcome probability
- 9 Configure user engagement
- 10 Design the engagement
- 11 Apply to pages
- 12 Set the priority
- 13 Activate or inactivate the action map
- 14 Delete an action map
An action map represents the steps Genesys Predictive Engagement takes when engaging with customers who meet certain criteria.
About action maps
AnNo results represents the steps that Genesys Predictive Engagement takes to engage selected customers to achieve a particular result. For example, you can create an action map that presents a chat to visitors who go to the page for your current promotional campaign. The chat might ask the customer whether they want to talk directly with someone in sales who could then help them complete their purchase.
When you create an action map, you define what triggers it. The types of triggers that you can define are:
- Who the customer is (what group or "No results" the customer belongs to)
- What actions the customer takes on your website
In addition, Genesys Predictive Engagement automatically triggers action maps based on a customer'sNo results.
Prerequisites
Before you create action maps:
Design action maps
When you design action maps, consider the following points:
- If a customer is progressing towards a business outcome, do not impede their progress by popping an unnecessary chat window. Intervene only when a customer's activity indicates that they are no longer on track to achieve the outcome you want.
- Genesys Predictive Engagement automatically tracks when a customer does any of the following things:
- Completes fields in a form
- Searches for something
- Responds to a chat offer
- Does not respond to a chat offer
- Initially responds to a chat offer but then remains inactive until the offer times out
- Genesys Predictive Engagement can also track custom events that you define. You can then configure the action map to trigger if one of these custom events occurs. For example:
- A customer adds an item to their shopping cart but then removed items or abandoned the shopping cart
View your action maps
- Click Admin.
- Under Altocloud, click Action Maps.
Create an action map
- Click Admin.
- Under Altocloud, click Action Maps.
- Click Create action map.
- In the Name box, give the action map a descriptive name.
- Define what triggers the action map:
- Define how Genesys Predictive Engagement should engage the customer.
Trigger based on customer activity
To trigger the action map based on what the customer does:
- Under Choose customer engagement, click Customer activity.
- Under Set conditions, define the customer behavior you want to track. Use either a predefined customer journey attribute or a custom attribute.
Trigger based on segment assigned
To trigger the action map based on the segment that the customer belongs to:
- Under Choose customer engagement, click Segment Assigned.
- Select the segments.
- To engage all visitors regardless of their segment, click All visitors.
- To engage visitors based on their segment, click the applicable segments.
- To create a new segment for this action map, click New segment.
Trigger based on outcome probability
Configure user engagement
- Select how Genesys Predictive Engagement interacts with a customer.
- Create a web chat offer present special opportunities to visitors in a chat window.
- Select when the engagement begins.
- Immediately
- After the visitor leaves and returns to the same page
- After a delay (in seconds or minutes)
- Configure the time range and end date.
Design the engagement
Apply to pages
The following table illustrates expressions that use the equals and like operators.
Operator | Note | Example | Matched pages |
equals | This operator requires a full URL. | equals:platform | https:www.genesys.com |
like | This operator accepts a partial URL. | like:platform | All pages on:
/pureconnect /purecloud /pureengage
|
Set the priority
Activate or inactivate the action map
When you create an action map, it is automatically activated. This means it is ready to trigger immediately on your site. To determine whether the action map triggers, use the Active switch which appears at the bottom of the page when you create or edit an action map.
To activate or inactivate an action map from the main Action Maps page:
- Click Admin.
- Under Altocloud, click Action Maps. Click the Active button for the action map so it is either On or Off.
Delete an action map
To delete an action map:
- Click Admin.
- Under Altocloud, click Action Maps.
- Click the Delete button for the action map.