Difference between revisions of "ATC/Current/AdminGuide/Prioritize"

From Genesys Documentation
Jump to: navigation, search
(Published)
m (Text replacement - "Genesys Cloud" to "Genesys Cloud CX")
 
(19 intermediate revisions by 5 users not shown)
Line 1: Line 1:
 
{{Article
 
{{Article
 
|Standalone=No
 
|Standalone=No
−
|DisplayName=Set the priority
+
|DisplayName=Prioritize an action map
−
|TocName=Prioritize
+
|TocName=Set the priority
−
|Context=Learn how to ensure that the most appropriate action map triggers if multiple action maps could present offers to users.
+
|Context=Learn how to ensure that the most appropriate action map triggers when multiple action maps could present offers to visitors.
 
|ComingSoon=No
 
|ComingSoon=No
−
|Platform=PureEngage, PureConnect, PureCloud
+
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 
|Prereq='''Prerequisites'''
 
|Prereq='''Prerequisites'''
  
−
*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in PureCloud:]
+
*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:]
−
**'''Journey '''>''' Action Map '''>''' Add''', '''Delete''', '''Edit''', and '''View''' permissions (to create action maps)
+
**'''Journey '''>''' Action Map '''>''' Add''', '''Delete''', '''Edit''', and '''View''' (to create action maps)
−
**'''Journey '''>''' Action Target '''> '''View''' permission (to select a team to handle interactions from the action map)
+
**'''Journey '''>''' Action Target '''> '''View''' (to select a team to handle interactions from the action map)
−
*{{#mintydocs_link:topic=Segments|anchor=CreateSegment|link text=Create segments}}.
+
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Manage_segments|display text=Create segments}}.
−
*{{#mintydocs_link:topic=Outcomes|anchor=CreateOutcome|link text=Create outcomes}}.
+
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Manage_outcomes|display text=Create outcomes}}.
 
|Section={{Section
 
|Section={{Section
−
|sectionHeading=Priorities and offers
+
|sectionHeading=Set the priority
 
|anchor=AboutPriorities
 
|anchor=AboutPriorities
 +
|alignment=Horizontal
 +
|Media=Image
 +
|image=SetUpActionMap.png
 +
|structuredtext=If an {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps|display text=action map}} uses a web action, set the priority to ensure that visitors see an appropriate number of web-based offers. If multiple action maps are qualified for a given visitor and trigger combination, {{MINTYDOCSPRODUCT}} selects only one action map based on its priority relative to any other action maps that you {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply|display text=applied }} to the same webpage. 
 +
 +
For each type of web-based offer, {{MINTYDOCSPRODUCT}} uses only one action map for a given segment, at a given time, on a given webpage.
 +
|Status=No
 +
}}{{Section
 +
|sectionHeading=Multiple web-based offers
 +
|anchor=MultipleOffers
 
|alignment=Vertical
 
|alignment=Vertical
−
|structuredtext=If your action map uses a {{GlossaryTooltip|term=web action}}, be sure to set the priority to ensure that customers see an appropriate number of web-based offers. If multiple action maps are qualified for a given user/trigger combination, {{MINTYDOCSPRODUCT}} selects only one of the action maps based on its priority relative to the other qualified action maps. 
+
|structuredtext={{MINTYDOCSPRODUCT}} handles each type of web-based offer separately.
−
 
 
−
For each type of web-based offer, {{MINTYDOCSPRODUCT}} uses only one action map for a given segment, at a given time, on a given webpage.   
 
−
 
 
−
===Multiple web-based offers===
 
−
Altocloud handles each type of web-based offer separately.
 
  
−
*Example ('''multiple content offers''' or '''multiple web chats'''): If a customer qualifies for multiple content offers or multiple web chats, {{MINTYDOCSPRODUCT}} chooses the action map with the higher priority.
+
*Example ('''multiple content offers''' or '''multiple web chats'''): If a visitor qualifies for multiple content offers or multiple web chats, {{MINTYDOCSPRODUCT}} chooses the action map with the higher priority.
  
−
*Example '''(one content offer and one web chat'''):  If a customer qualifies for both a content offer and a web chat, the customer sees both offers.
+
*Example '''(one content offer and one web chat'''):  If a visitor qualifies for both a content offer and a web chat, the visitor sees both offers.
  
 
In addition:
 
In addition:
  
−
*If multiple action maps target the same segment at the same time, and they have the same priority, then {{MINTYDOCSPRODUCT}} displays each action map 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.
+
*If multiple action maps target the same segment at the same time, and they have the same priority, {{MINTYDOCSPRODUCT}} displays each action map a set percentage of the time. For example, if two action maps exist, {{MINTYDOCSPRODUCT}} displays each one 50% of the time. If three action maps exist, {{MINTYDOCSPRODUCT}} displays each one 33% of the time.
−
*If a user ignores an invitation to chat, but then goes to a web page for which a higher priority action map is set to trigger, {{MINTYDOCSPRODUCT}} serves the user the invitation to engage.
+
*If a visitor ignores an invitation to chat, but then goes to a web page where a higher priority action map is set to trigger, {{MINTYDOCSPRODUCT}} presents the visitor with the invitation to engage.
−
 
 
−
===Actions with no direct user engagement===
 
−
Some actions, such as {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_webhooks|display text=webhooks}},  do not directly engage a user. For these actions, the action map priority is not considered. For example, if multiple webhooks qualify for a page, all of them will be run.
 
−
|FAQHeading=How many web offers does Altocloud show to a customer?
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Set the priority
+
|sectionHeading=Actions with no direct user engagement
−
|anchor=Priority
+
|anchor=NoDirectEngagement
 
|alignment=Vertical
 
|alignment=Vertical
−
|structuredtext=When you {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps|anchor=Create|display text=create an action map}}, define its priority.
+
|structuredtext=Some actions, such as {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=AboutArchFlows|display text=Architect flows}}, do not engage a visitor directly. For these actions, the action map priority is not considered. For example, if multiple Architect flows qualify for a page, all those Architect flows run.
−
 
 
−
#Under '''Set Priority''', select the '''High''', '''Medium''', or '''Low'''. This is a relative setting, based on the priorities of any other action maps that you have {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply|display text=applied }} to the same webpage.
 
−
 
 
−
'''[[File:SetPriorityPEPC.png]]'''
 
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Latest revision as of 21:27, November 9, 2021

This topic is part of the manual Genesys Predictive Engagement Administrator's Guide for version Current of Genesys Predictive Engagement.

Learn how to ensure that the most appropriate action map triggers when multiple action maps could present offers to visitors.

Prerequisites

Set the priority

If an action map uses a web action, set the priority to ensure that visitors see an appropriate number of web-based offers. If multiple action maps are qualified for a given visitor and trigger combination, Genesys Predictive Engagement selects only one action map based on its priority relative to any other action maps that you applied to the same webpage.

For each type of web-based offer, Genesys Predictive Engagement uses only one action map for a given segment, at a given time, on a given webpage.

Multiple web-based offers

Genesys Predictive Engagement handles each type of web-based offer separately.

  • Example (multiple content offers or multiple web chats): If a visitor qualifies for multiple content offers or multiple web chats, Genesys Predictive Engagement chooses the action map with the higher priority.
  • Example (one content offer and one web chat): If a visitor qualifies for both a content offer and a web chat, the visitor sees both offers.

In addition:

  • If multiple action maps target the same segment at the same time, and they have the same priority, Genesys Predictive Engagement displays each action map a set percentage of the time. For example, if two action maps exist, Genesys Predictive Engagement displays each one 50% of the time. If three action maps exist, Genesys Predictive Engagement displays each one 33% of the time.
  • If a visitor ignores an invitation to chat, but then goes to a web page where a higher priority action map is set to trigger, Genesys Predictive Engagement presents the visitor with the invitation to engage.

Actions with no direct user engagement

Some actions, such as Architect flows, do not engage a visitor directly. For these actions, the action map priority is not considered. For example, if multiple Architect flows qualify for a page, all those Architect flows run.

Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/Prioritize (2024-10-06 22:40:01)"
Comments or questions about this documentation? Contact us for support!