Difference between revisions of "ATC/Current/AdminGuide/About action maps"

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|DisplayName=About action maps
 
|DisplayName=About action maps
 
|TocName=About action maps
 
|TocName=About action maps
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|Platform=PureEngage, PureConnect, PureCloud
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|Dimension=ActionMaps
 +
|Platform=PureConnect, GenesysCloud
 
|ComingSoon=No
 
|ComingSoon=No
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|Context=Action maps define how {{MINTYDOCSPRODUCT}} interacts with users on your website.
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|Context=Learn how to create action maps that use different types of actions to enhance and extend a visitor's journey.
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|overviewtext=An action map represents the steps that {{MINTYDOCSPRODUCT}} 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.
 
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When you create an action map, you define what triggers it. The types of triggers that you can define are:
 
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* Who the customer is (what group or {{GlossaryTooltip|term=segment}} the customer belongs to)
 
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* What actions the customer takes on your website
 
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In addition, {{MINTYDOCSPRODUCT}} automatically triggers action maps based on a customer's {{GlossaryTooltip|term=outcome probability score}}.
 
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{{NoteFormat|You can use any number and combination of triggers for your action map. The more triggers that you use, the more targeted the action map becomes.|1}}
 
 
|TSSection={{TSSection
 
|TSSection={{TSSection
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|sectionheading=Best practices
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|sectionheading=Overview and best practices
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|description=Improve your action maps by reviewing best practices.
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|description=Improve your action maps by reviewing the overall process for creating them and our suggested best practices.
−
|relatedarticles=* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps_best_practices|display text=Best practices}}
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|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Overview_action_maps}}
 +
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Overview_action_maps|anchor=BestPractices|display text=Best practices}}
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|anchor=AboutWebChats|display text=Video: Create an action map that offers a proactive chat}}
 
}}{{TSSection
 
}}{{TSSection
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|sectionheading=Build an action map
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|sectionheading=Create an action map
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|description=Learn how to build and manage your action maps.
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|description=Learn how to create and manage your action maps. Action maps work on desktop applications and mobile devices.
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|relatedarticles=* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#View|display text=View}}
+
 
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* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#Create|display text=Create}}
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<br />
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* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#Duplicate|display text=Duplicate}}
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|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps}}
−
* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#Edit|display text=Edit}}
 
−
* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#Delete|display text=Delete}}
 
 
}}{{TSSection
 
}}{{TSSection
 
|sectionheading=Trigger an action map
 
|sectionheading=Trigger an action map
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|description=Understand how action maps are triggered. Configure an action map to trigger based on segment match or user activity.
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|description=Configure an action map to trigger based on segment match, outcome probability, and/or visitor activity. Use the audience size estimator to understand the potential reach based on the segments and the outcome probability you set.
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|relatedarticles=* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#AboutTriggers|display text=About triggers}}
+
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger#AboutTriggers|display text=About triggers}}
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* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#SegmentMatch|display text=Trigger based on segment match}}
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger|anchor=EstimatedReach|display text=Audience size estimator}}
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* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#VisitorActivity|display text=Trigger based on user activity}}
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger#SegmentMatch|display text=Trigger based on segment match}}
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* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcome_probabilities|anchor=TriggerbyOutcome|display text=Trigger based on outcome probability}}
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger|anchor=OutcomeProbability|display text=Trigger based on outcome probability}}
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger#VisitorActivity|display text=Trigger based on user activity}}
 +
}}{{TSSection
 +
|sectionheading=Attributes and operators
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|description=When you create an action map, you specify the conditions that make it possible. To specify the conditions, define an expression that includes an attribute and an operator.
 +
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_attributes}}
 +
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Operators}}
 
}}{{TSSection
 
}}{{TSSection
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|sectionheading=Engage your users
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|sectionheading=Select an action
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|description=Design how you want an action map to engage your users.
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|description=Select and configure the action for the action map to use to engage your visitors.
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|relatedarticles=* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#CustomerEngagement|display text=Configure user engagement}}
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|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_actions}}
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* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|display text = Web chats}}<br />
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Create_messaging_offer|display text=Web messaging}}
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|display text=Web chat}}
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Content_offers|display text=Content offer}}
 +
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Use_the_Architect_flow_with_an_action_map|display text=Architect flow}}
 
}}{{TSSection
 
}}{{TSSection
 
|sectionheading=Define outcome probabilities
 
|sectionheading=Define outcome probabilities
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|description=Altocloud uses AI to predict the actions your users will take. Help refine its modeling by identifying outcome probabilities.
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|description=Predictive Engagement uses AI to predict the actions that your visitors will take. Help refine its modeling by identifying outcome probabilities.
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|relatedarticles=* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcome_probabilities}}
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|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Manage_outcomes}}
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* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#TriggerOutcome|display text=Configure outcome probability}}
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger|anchor=OutcomeProbability|display text=Trigger an action map based on outcome probability}}
 +
}}{{TSSection
 +
|sectionheading=Apply to webpages
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|description=An action map can trigger on any page where you use {{MINTYDOCSPRODUCT}} to track visitor activity. When you build an action map that uses a web action, identify the webpages where you want the offer to appear. You can also specify pages where you don't want the offer to appear.
 +
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply}}
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply|anchor=ORConditions|display text=OR conditions}}
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply|anchor=ANDConditions|display text=AND conditions}}
 +
}}{{TSSection
 +
|sectionheading=Route the action map
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|description=Configure how {{MINTYDOCSPRODUCT}} routes visitors who respond to a web action and who are ready to work with an agent or sales representative directly.
 +
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Route}}
 +
}}{{TSSection
 +
|sectionheading=Schedule group
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|description=For an action map that offers a web chat, you can select a schedule group to designate when agents are available. {{MINTYDOCSPRODUCT}} offers chats only when agents are available to connect with visitors who accept the chat offers.
 +
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Schedules|display text=Overview}}
 +
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Schedules|anchor=ScheduleGroup|display text=Schedules}}
 +
}}{{TSSection
 +
|sectionheading=Override global frequency capping
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|description=If frequency capping for web engagements is configured at the global level, you can override it for an individual action map.
 +
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Override_frequency_capping}}
 +
}}{{TSSection
 +
|sectionheading=Prioritize the action maps
 +
|description=Multiple action maps can trigger on a webpage. To ensure that {{MINTYDOCSPRODUCT}} picks the most appropriate one, configure the priority for each action map.
 +
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Prioritize}}
 
}}{{TSSection
 
}}{{TSSection
−
|sectionheading=Refine an action map's behavior
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|sectionheading=Maintain action maps
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|description=An action map can work anywhere you use{{MINTYDOCSPRODUCT}} to track user activity. In addition, several action maps could qualify to engage a user at once. Use these links to refine action map behavior.
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|description={{MINTYDOCSPRODUCT}} provides several features for maintaining action maps.
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|relatedarticles=* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#Pages|display text=Apply to selected pages}}
+
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Maintain|anchor=View|display text=Search}}
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* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#Priority|display text=Set the priority}}
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Maintain|anchor=Duplicate|display text=Duplicate}}
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* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#Activate|display text=Activate or inactivate an action map}}
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Maintain|anchor=Edit|display text=Edit}}
 +
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Maintain|anchor=Delete|display text=Delete}}
 
}}{{TSSection
 
}}{{TSSection
 
|sectionheading=Monitor action maps
 
|sectionheading=Monitor action maps
 
|description=Use analytics to assess the effectiveness of your action maps.
 
|description=Use analytics to assess the effectiveness of your action maps.
−
|relatedarticles=* {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Action_Map_Performance|display text=Action Map Performance report}}
+
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Journey_action_map_report|display text=Action map performance report}}
 +
*[https://help.mypurecloud.com/articles/?p=238676 View action map metrics]
 +
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Blocked_actions|display text=View action maps report}}
 
}}
 
}}
 
}}
 
}}

Latest revision as of 08:30, September 8, 2022

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

Learn how to create action maps that use different types of actions to enhance and extend a visitor's journey.


Overview and best practices

Improve your action maps by reviewing the overall process for creating them and our suggested best practices.

Create an action map

Learn how to create and manage your action maps. Action maps work on desktop applications and mobile devices.


Trigger an action map

Configure an action map to trigger based on segment match, outcome probability, and/or visitor activity. Use the audience size estimator to understand the potential reach based on the segments and the outcome probability you set.

Attributes and operators

When you create an action map, you specify the conditions that make it possible. To specify the conditions, define an expression that includes an attribute and an operator.

Select an action

Select and configure the action for the action map to use to engage your visitors.

Define outcome probabilities

Predictive Engagement uses AI to predict the actions that your visitors will take. Help refine its modeling by identifying outcome probabilities.

Apply to webpages

An action map can trigger on any page where you use Genesys Predictive Engagement to track visitor activity. When you build an action map that uses a web action, identify the webpages where you want the offer to appear. You can also specify pages where you don't want the offer to appear.

Route the action map

Configure how Genesys Predictive Engagement routes visitors who respond to a web action and who are ready to work with an agent or sales representative directly.

Schedule group

For an action map that offers a web chat, you can select a schedule group to designate when agents are available. Genesys Predictive Engagement offers chats only when agents are available to connect with visitors who accept the chat offers.

Override global frequency capping

If frequency capping for web engagements is configured at the global level, you can override it for an individual action map.

Prioritize the action maps

Multiple action maps can trigger on a webpage. To ensure that Genesys Predictive Engagement picks the most appropriate one, configure the priority for each action map.

Maintain action maps

Genesys Predictive Engagement provides several features for maintaining action maps.

Monitor action maps

Use analytics to assess the effectiveness of your action maps.

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