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

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|Platform=PureConnect, GenesysCloud
 
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|Context=Learn how to build action maps that use different types of actions to enhance and extend a customer's journey.
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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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|sectionheading=Overview and best practices
 
|sectionheading=Overview and best practices
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|description=Improve your action maps by reviewing the overall process for building them and our suggested best practices.
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|description=Improve your action maps by reviewing the overall process for creating them and our suggested best practices.
 
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}}{{TSSection
 
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|sectionheading=Attributes and operators
 
|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, you define an expression that includes an attribute and an operator.
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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.
 
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}}{{TSSection
 
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|sectionheading=Trigger an action map
 
|sectionheading=Trigger an action map
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|description=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 or visitor activity.
 
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}}{{TSSection
 
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|sectionheading=Select your action
 
|sectionheading=Select your action
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|description=Configure the action that the action map will use to engage your users.
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|description=Configure the action for the action map to use to engage your visitors.
 
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_actions}}
 
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}}{{TSSection
 
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|sectionheading=Define outcome probabilities
 
|sectionheading=Define outcome probabilities
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|description=Predictive Engagement 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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}}{{TSSection
 
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|sectionheading=Apply to webpages
 
|sectionheading=Apply to webpages
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|description=An action map can trigger on any page where you use {{MINTYDOCSPRODUCT}} to track user activity. When you build an action map that uses a {{GlossaryTooltip|term=web action}}, you need to identify the webpages where the offer should appear. You can also specify pages where the offer should not appear.
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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 {{GlossaryTooltip|term=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.
 
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}}{{TSSection
 
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|sectionheading=Route the action map
 
|sectionheading=Route the action map
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|description=Configure how {{MINTYDOCSPRODUCT}} routes users who respond to a {{GlossaryTooltip|term=web action}} and who are ready to work directly with a person.
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|description=Configure how {{MINTYDOCSPRODUCT}} routes visitors who respond to a {{GlossaryTooltip|term=web action}} and who are ready to work with an agent or sales representative directly.
 
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|sectionheading=Schedule group
 
|sectionheading=Schedule group
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|description=In addition, 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 customers who accept the chat offers.
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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.
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Schedules|anchor=ScheduleGroup|display text=Schedule group}}
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}}{{TSSection
 
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|sectionheading=Prioritize the action maps
 
|sectionheading=Prioritize the action maps
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|description=Multiple action maps can potentially trigger on a webpage. To ensure that {{MINTYDOCSPRODUCT}} picks the most appropriate one, configure the priority for each action map.
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|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.
 
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}}{{TSSection
 
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|sectionheading=Activate or deactivate
 
|sectionheading=Activate or deactivate
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|description=To temporarily prevent an action map from triggering, deactivate it.
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|description=To prevent an action map from triggering, deactivate it.
 
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Activate_inactivate}}
 
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Revision as of 19:14, December 17, 2020

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.


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.

Trigger an action map

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

Select your action

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 aNo results, 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 aNo results 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.

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.

Activate or deactivate

To 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.

Monitor action maps

Use analytics to assess the effectiveness of your action maps.

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