Difference between revisions of "ATC/Current/AdminGuide/Action maps"

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|Platform=PureEngage, PureConnect, PureCloud
 
|Platform=PureEngage, PureConnect, PureCloud
 
|Dimension=Journey
 
|Dimension=Journey
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|Context=An action map represents the steps Altocloud will take when a customer satisfies the criteria you specify.
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|Context=An action map represents the steps {{MINTYDOCSPRODUCT}} will take when a customer satisfies the criteria you specify.
 
|Section={{Section
 
|Section={{Section
 
|sectionHeading=About action maps
 
|sectionHeading=About action maps
 
|Type=Unstructured
 
|Type=Unstructured
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|freetext=An action map represents the steps that Altocloud takes to steer your customers towards a particular business outcome. 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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|freetext=An action map represents the steps that {{MINTYDOCSPRODUCT}} takes to steer your customers towards a particular business outcome. 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:
 
When you create an action map, you define what triggers it. The types of triggers that you can define are:
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* What actions the visitor takes on your website
 
* What actions the visitor takes on your website
  
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In addition, Altocloud automatically triggers action maps based on outcome probability scores.
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In addition, {{MINTYDOCSPRODUCT}} automatically triggers action maps based on outcome probability scores.
  
 
{{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}}
 
{{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}}
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|structuredtext=When you design action maps, consider the following points:
 
|structuredtext=When you design action maps, consider the following points:
 
* If a visitor is progressing towards a business outcome, do not impede their progress by popping an unnecessary chat window. Intervene only when a visitor's activity indicates that they are no longer on track to achieve the outcome you want.
 
* If a visitor is progressing towards a business outcome, do not impede their progress by popping an unnecessary chat window. Intervene only when a visitor's activity indicates that they are no longer on track to achieve the outcome you want.
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* Altocloud automatically tracks when a visitor:
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* {{MINTYDOCSPRODUCT}} automatically tracks when a visitor:
 
** Completes fields in a form
 
** Completes fields in a form
 
** Abandons a page
 
** Abandons a page
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** Does not respond 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
 
** Initially responds to a chat offer but then remains inactive until the offer times out
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* Altocloud can also track custom events that you define. For example:
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* {{MINTYDOCSPRODUCT}} can also track custom events that you define. For example:
 
** A customer adds an item to their shopping cart but then removed items or abandoned the shopping cart
 
** A customer adds an item to their shopping cart but then removed items or abandoned the shopping cart
 
|fullwidth=No
 
|fullwidth=No
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#* [[#VisitorActivity|The visitor does specific actions on your website]]
 
#* [[#VisitorActivity|The visitor does specific actions on your website]]
 
#* [[#SegmentMatch|The visitor belongs to a particular group]]
 
#* [[#SegmentMatch|The visitor belongs to a particular group]]
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# [[#CustomerEngagement|Define how Altocloud should engage the customer.]]
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# [[#CustomerEngagement|Define how {{MINTYDOCSPRODUCT}} should engage the customer.]]
 
|fullwidth=No
 
|fullwidth=No
 
}}{{Section
 
}}{{Section
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|structuredtext=# Under '''Choose customer engagement,''' click '''Customer activity'''.
 
|structuredtext=# Under '''Choose customer engagement,''' click '''Customer activity'''.
 
# Under '''Set conditions''', define the activities you want to track.  
 
# Under '''Set conditions''', define the activities you want to track.  
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{{NoteFormat|Specify as many conditions as you need. Altocloud evaluates the conditions in the order in which you define them.|1}}
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{{NoteFormat|Specify as many conditions as you need. {{MINTYDOCSPRODUCT}} evaluates the conditions in the order in which you define them.|1}}
 
|fullwidth=No
 
|fullwidth=No
 
}}{{Section
 
}}{{Section
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|alignment=Horizontal
 
|alignment=Horizontal
 
|image=ConfigWebChat.png
 
|image=ConfigWebChat.png
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|structuredtext=# Select how Altocloud interacts with a customer.<br />
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|structuredtext=# Select how {{MINTYDOCSPRODUCT}} interacts with a customer.<br />
 
#* {{#mintydocs_link:topic=Chat_offers}} present special opportunities to visitors in a chat window.
 
#* {{#mintydocs_link:topic=Chat_offers}} present special opportunities to visitors in a chat window.
 
# Select when the engagement begins.
 
# Select when the engagement begins.

Revision as of 14:40, December 5, 2018

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

An action map represents the steps Genesys Predictive Engagement will take when a customer satisfies the criteria you specify.

About action maps

Prerequisites

Design action maps

When you design action maps, consider the following points:

  • If a visitor is progressing towards a business outcome, do not impede their progress by popping an unnecessary chat window. Intervene only when a visitor's activity indicates that they are no longer on track to achieve the outcome you want.
  • Genesys Predictive Engagement automatically tracks when a visitor:
    • Completes fields in a form
    • Abandons a page
    • 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. For example:
    • A customer adds an item to their shopping cart but then removed items or abandoned the shopping cart

View your action maps

  1. Click Engagement > Action Maps.

Create an action map

  1. Click Engagement > Action Maps.
  2. Click Create. If this is your first action map, click Get Started.
  3. Give the action map a descriptive name.
  4. Define what triggers the action map:
  5. Define how Genesys Predictive Engagement should engage the customer.

Trigger based on customer activity

  1. Under Choose customer engagement, click Customer activity.
  2. Under Set conditions, define the activities you want to track.
Important
Specify as many conditions as you need. Genesys Predictive Engagement evaluates the conditions in the order in which you define them.

Trigger based on segment assigned

  1. Under Choose customer engagement, click Segment Assigned.
  2. Select the segments.
  3. To engage all visitors regardless of their persona, click All visitors.
  4. To engage visitors based on their persona, click the applicable personas.
  5. To create a new persona for this action map, click New persona.
Important
Use as many personas as you need.

Configure customer engagement

  1. Select how Genesys Predictive Engagement interacts with a customer.
  2. Select when the engagement begins.
  3. Configure the time range and end date.

Important
Leave the Configure End Date option unselected if you want this engagement to last indefinitely.

Design the engagement

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