Difference between revisions of "ATC/Current/AdminGuide/Prioritize"
From Genesys Documentation
(Published) |
(Published) |
||
| Line 3: | Line 3: | ||
|DisplayName=Set the priority | |DisplayName=Set the priority | ||
|TocName=Prioritize action maps | |TocName=Prioritize action maps | ||
| − | |Context=Learn how to ensure that the most appropriate action map triggers | + | |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=PureConnect, GenesysCloud, GenesysEngage-cloud | |Platform=PureConnect, GenesysCloud, GenesysEngage-cloud | ||
| Line 17: | Line 17: | ||
|anchor=AboutPriorities | |anchor=AboutPriorities | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | |structuredtext=If your action map uses a {{GlossaryTooltip|term=web action}}, | + | |structuredtext=If your action map uses a {{GlossaryTooltip|term=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 the other qualified action maps. |
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. | 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. | ||
| Line 24: | Line 24: | ||
Predictive Engagement handles each type of web-based offer separately. | Predictive Engagement handles each type of web-based offer separately. | ||
| − | *Example ('''multiple content offers''' or '''multiple web chats'''): If a | + | *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 | + | *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, | + | *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 | + | *If a visitor ignores an invitation to chat, but then goes to a web page for which a higher priority action map is set to trigger, {{MINTYDOCSPRODUCT}} presents the visitor with the invitation to engage. |
===Actions with no direct user engagement=== | ===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 | + | Some actions, such as {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_webhooks|display text=webhooks}}, do not directly engage a visitor. For these actions, the action map priority is not considered. For example, if multiple webhooks qualify for a page, all of them will run. |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
| Line 42: | Line 42: | ||
|structuredtext=When you {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps|anchor=Create|display text=create an action map}}, define its priority. | |structuredtext=When you {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps|anchor=Create|display text=create an action map}}, define its priority. | ||
| − | #Under '''Set Priority''', select the '''High''', '''Medium''', or '''Low'''. This is | + | #Under '''Set Priority''', select the '''High''', '''Medium''', or '''Low'''. This setting is relative, based on the priorities of any other action maps that you {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply|display text=applied }} to the same webpage. |
'''[[File:SetPriorityPEPC.png]]''' | '''[[File:SetPriorityPEPC.png]]''' | ||
Revision as of 16:16, December 17, 2020
This topic is part of the manual Genesys Predictive Engagement Administrator's Guide for version Current of Genesys Predictive Engagement.
Contents
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:
- 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.
Priorities and offers
If your action map uses aNo results, 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 the other qualified action maps.
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
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 for which 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 webhooks, do not directly engage a visitor. For these actions, the action map priority is not considered. For example, if multiple webhooks qualify for a page, all of them will run.
Set the priority
When you create an action map, define its priority.
- Under Set Priority, select the High, Medium, or Low. This setting is relative, based on the priorities of any other action maps that you applied to the same webpage.
Comments or questions about this documentation? Contact us for support!