Difference between revisions of "ATC/Current/AdminGuide/Prioritize"
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{{Article | {{Article | ||
|Standalone=No | |Standalone=No | ||
| − | |DisplayName= | + | |DisplayName=Prioritize an action map |
| − | |TocName= | + | |TocName=Set the priority |
|Context=Learn how to ensure that the most appropriate action map triggers when multiple action maps could present offers to visitors. | |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 | ||
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|Prereq='''Prerequisites''' | |Prereq='''Prerequisites''' | ||
| − | *[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud:] | + | *[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:] |
**'''Journey '''>''' Action Map '''>''' Add''', '''Delete''', '''Edit''', and '''View''' (to create action maps) | **'''Journey '''>''' Action Map '''>''' Add''', '''Delete''', '''Edit''', and '''View''' (to create action maps) | ||
**'''Journey '''>''' Action Target '''> '''View''' (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) | ||
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Manage_outcomes|display text=Create outcomes}}. | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Manage_outcomes|display text=Create outcomes}}. | ||
|Section={{Section | |Section={{Section | ||
| − | |sectionHeading= | + | |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. | ||
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| + | 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= | + | |structuredtext={{MINTYDOCSPRODUCT}} handles each type of web-based offer separately. |
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| − | {{MINTYDOCSPRODUCT}} 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, {{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. | ||
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*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 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 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. | *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. | ||
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|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| − | |sectionHeading= | + | |sectionHeading=Actions with no direct user engagement |
| − | |anchor= | + | |anchor=NoDirectEngagement |
|alignment=Vertical | |alignment=Vertical | ||
| − | |structuredtext= | + | |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. |
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|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
- Configure the following permissions in Genesys Cloud CX:
- Journey > Action Map > Add, Delete, Edit, and View (to create action maps)
- Journey > Action Target > View (to select a team to handle interactions from the action map)
- Create segments.
- Create outcomes.
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.
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