ATC/Current/AdminGuide/About action maps

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

Overview and best practices

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

• Action maps overview
• Best practices
• Video: Create an action map that offers a proactive chat
• Genesys Predictive Engagement with advanced chat routing

Create an action map

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

• Create an action map

Attributes and operators

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

• About attributes
• Operators

Trigger an action map

Configure an action map to trigger based on segment match or user activity.

• About triggers
• Trigger based on segment match
• Trigger based on user activity
• Trigger based on outcome probability

Select your action

Configure the action that the action map will use to engage your users.

• About actions
• [[ATC/Current/AdminGuide/Select_action|]]
• About web messaging
• Web chats
• Content offers
• Webhooks
• Architect flow actions

Define outcome probabilities

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

• [[ATC/Current/AdminGuide/Outcome_probabilities|]]
• Configure outcome probability

Apply to webpages

An action map can trigger on any page where you use Genesys Predictive Engagement to track user activity. When you build an action map that uses aNo results, you need to identify the webpages where the offer should appear. You can also specify pages where the offer should not appear.

• Apply an action map to specific webpages
• OR conditions
• AND conditions

Route the action map

Configure how Genesys Predictive Engagement routes users who respond to aNo results and who are ready to work directly with a person.

• Route an action map to an agent queue

Schedule group

In addition, 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 customers who accept the chat offers.

• Overview
• Schedule group
• Emergency group

Prioritize the action maps

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

• Prioritize an action map

Activate or deactivate

To temporarily prevent an action map from triggering, deactivate it.

• [[ATC/Current/AdminGuide/Activate_inactivate|]]

Maintain action maps

Genesys Predictive Engagement provides several features for maintaining action maps.

• Search
• Duplicate
• Edit
• Delete

Monitor action maps

Use analytics to assess the effectiveness of your action maps.

• Action Map Performance report