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

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{{Article
 
{{Article
 
|Standalone=No
 
|Standalone=No
−
|DisplayName=Action maps
+
|DisplayName=Create an action map
−
|Platform=PureEngage, PureConnect, PureCloud
+
|TocName=Create an action map
 +
|Context=Learn how to create an action map that {{MINTYDOCSPRODUCT}} uses to engage visitors.<br />
 +
|Dimension=ActionMaps
 
|ComingSoon=No
 
|ComingSoon=No
−
|Context=Build and maintain action maps.
+
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 
|Prereq='''Prerequisites'''
 
|Prereq='''Prerequisites'''
−
* [https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in PureCloud:]
+
 
−
** '''Journey '''>''' Action Map '''>''' Add''', '''Delete''', '''Edit''', and '''View''' permissions (to create action maps)
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*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:]
−
** '''Journey '''>''' Action Target '''> '''View''' permission (to select a team to handle interactions from the action map)
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**'''Journey '''>''' Action Map '''>''' Add''', '''Delete''', '''Edit''', and '''View''' (to create action maps)
−
* {{#mintydocs_link:topic=Segments|anchor=CreateSegment|link text=Create segments}}.
+
**'''Journey '''>''' Action Target '''> '''View''' (to select a team to handle interactions from the action map)
−
* {{#mintydocs_link:topic=Outcomes|anchor=CreateOutcome|link text=Create outcomes}}.
+
*Deploy one of the following:
 +
**For Genesys Cloud CX customers using web messaging, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Messenger_configuration|display text=configure and deploy Genesys Messenger}}.
 +
**For all other customers, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Tracking_snippet|display text=deploy the tracking snippet}} on the website to track so that you can trigger the action map based on pageview events. To trigger an action map based on other events, use {{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Record|display text=ac('record')}} to send {{MINTYDOCSPRODUCT}} data about the events to track.
 +
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Manage_segments|display text=Create segments}}.
 +
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Manage_outcomes|display text=Create outcomes}}.
 +
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_actions|display text=Create the action.}}
 
|Section={{Section
 
|Section={{Section
−
|sectionHeading=View your action maps
+
|sectionHeading=High-level steps
−
|Type=Structured
 
−
|alignment=Horizontal
 
−
|image=ActionMapsViewPEPC.png
 
−
|gif=No
 
−
|structuredtext=# Click '''Admin'''.
 
−
# Under '''Altocloud''', click '''Action Maps'''.
 
−
{{NoteFormat|Search for an action map by its name. Search is case-insensitive.|2}}
 
−
|fullwidth=No
 
−
|Status=No
 
−
}}{{Section
 
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|sectionHeading=Create an action map
 
−
|Type=Structured
 
−
|alignment=Horizontal
 
−
|image=ActionMapsCreatePEPC.png
 
−
|gif=No
 
−
|structuredtext=# Click '''Admin'''.
 
−
# Under '''Altocloud''', click '''Action Maps'''.
 
−
# Click '''Create action map'''.
 
−
# In the '''Name''' box, give the action map a descriptive name.
 
−
# Select what triggers the action map:
 
−
#* [[#SegmentMatch|Trigger based on segment match.]]
 
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#* [[#VisitorActivity|Trigger based on user activity.]]
 
−
# [[#CustomerEngagement|Define how {{MINTYDOCSPRODUCT}} should engage the customer.]]
 
−
|fullwidth=No
 
−
|Status=No
 
−
}}{{Section
 
−
|sectionHeading=Trigger based on segment match
 
−
|Type=Structured
 
−
|anchor=SegmentMatch
 
−
|alignment=Horizontal
 
−
|image=SegmentMatchButton.png
 
−
|gif=No
 
−
|structuredtext=To trigger the action map based on the segment that the customer belongs to:
 
−
# Under '''Select trigger''', click '''Segment match'''.
 
−
# Click '''Show details'''.
 
−
# Click '''Select segments.'''<br />
 
−
# Search for segments by name or description.
 
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# Select as many segments as you need.
 
−
# Click '''Save'''.
 
−
|fullwidth=No
 
−
|Status=No
 
−
}}{{Section
 
−
|sectionHeading=Trigger based on user activity
 
−
|Type=Structured
 
−
|anchor=VisitorActivity
 
−
|alignment=Horizontal
 
−
|image=CustomerActivityPEPC.png
 
−
|gif=No
 
−
|structuredtext=To trigger the action map based on what the user does:
 
−
# Under '''Select trigger,''' click '''User activity'''.
 
−
# Click '''Show details'''.
 
−
# Under '''Set conditions''', define the customer behavior you want to track. Use a combination of {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=VisitorAttsJourney|display text=conditions and operators.}}<br />
 
−
{{NoteFormat|Specify as many conditions as you want. {{MINTYDOCSPRODUCT}} evaluates them in the order in which you define them.|1}}
 
−
====Example: trigger the action map based on a number of page views====
 
−
To trigger an action map when a visitor views a web page a certain number of times, create conditions as shown in the following example.
 
−
 
 
−
[[File:TriggerUserActivityEx1.png]]
 
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|fullwidth=Yes
 
−
|Status=No
 
−
}}{{Section
 
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|sectionHeading=Configure user engagement
 
−
|Type=Structured
 
−
|anchor=CustomerEngagement
 
−
|alignment=Horizontal
 
−
|image=ConfigWebChapPEPC.png
 
−
|gif=No
 
−
|structuredtext=# Select how {{MINTYDOCSPRODUCT}} interacts with a customer.<br />
 
−
#* {{#mintydocs_link:topic=Chat_offers}} present special opportunities to visitors in a chat window.
 
−
# Select when the engagement begins.
 
−
#* Immediately
 
−
#* After the visitor leaves and returns to the same page
 
−
#* After a delay (in seconds or minutes)
 
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# Configure the time range and end date.
 
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<br />{{NoteFormat|Leave the '''Configure End Date''' option unselected if you want this engagement to last indefinitely.|1}}
 
−
|fullwidth=No
 
−
|Status=No
 
−
}}{{Section
 
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|sectionHeading=Configure outcome probability
 
−
|Type=Structured
 
−
|anchor=TriggerOutcome
 
 
|alignment=Horizontal
 
|alignment=Horizontal
−
|image=ConfigureOutcome.png
+
|Media=Image
−
|gif=No
+
|image=GPE_create_action_map2_diagram.png
−
|structuredtext=To configure outcome probability:
+
|structuredtext=<br />{{NoteFormat|1=&nbsp;
−
# Under '''Configure outcome probability''', select the outcome.
+
*Some options are only available for certain actions.
−
# Use the sliders to configure the outcome probability. For more information, see {{#mintydocs_link:manual=AdminGuide|topic=Outcome_probabilities|link text=Outcome probabilities.}}
+
*To create an action map after you reach the limit of 200 action maps, delete an existing action map.|2=}}<ol>
−
|fullwidth=No
+
<li>Specify a descriptive name for the action map.</li>
 +
<li>Set the action map's {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Prioritize|display text=priority}} relative to similar action maps.<br /></li>{{NoteFormat|The action map is active and ready to trigger on your site by default. To prevent the action map from triggering on your site, slide the toggle to '''No'''.|2}}
 +
<li>Select which action to use when the action map triggers: {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Create_messaging_offer|anchor=SelectAction|display text=web messaging}}, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|anchor=SelectWebChatAction|display text=web chat}}, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Configure_content_offer_action_map|anchor=SelectAction|display text=content offer}}, or {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Use_the_Architect_flow_with_an_action_map|anchor=SelectAction|display text=advanced orchestration flow}}.</li>
 +
<li>Specify what {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger|display text=triggers}} the action map (segment, visitor activity, outcome).</li>
 +
<li>{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger|anchor=OutcomeProbability|display text=Configure an outcome probability}}.
 +
</li>
 +
<li>Specify the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply|display text=webpages}} where you do or don't want the action map to trigger.</li>
 +
<li>If the action map is for a web chat offer:</li>
 +
<ol style="list-style-type: lower-alpha;">
 +
<li>To route the action map to a specific agent queue, select an {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Route|display text=agent queue}}.</li>
 +
<li>To only present chat offers when agents are available to receive them, select a {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Schedules|display text=schedule group}}.</li></ol>
 +
<li>To ignore the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_settings|anchor=FrequencyCapping|display text=global frequency cap settings}} and always offer web engagements that this action map qualifies, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Override_frequency_capping|display text=override the frequency cap}} for this action map.</li>
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Design the engagement
+
|sectionHeading=AI-23 Add to High-level steps section
−
|Type=Structured
 
 
|alignment=Vertical
 
|alignment=Vertical
−
|gif=No
+
|structuredtext=For more information about the number of action maps that you can create for your organization, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Object_limits|display text=Limits for Genesys Predictive Engagement objects}}.
−
|structuredtext=* {{#mintydocs_link:topic=Chat_offers|link text=Design a Web chat}}
+
|Status=Yes
−
|fullwidth=No
 
−
|Status=No
 
−
}}{{Section
 
−
|sectionHeading=Apply to selected pages
 
−
|Type=Structured
 
−
|alignment=Horizontal
 
−
|image=AddtoPages.png
 
−
|gif=No
 
−
|structuredtext=# Click '''Add page'''.
 
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# Use the fields to build an expression that tells {{MINTYDOCSPRODUCT}} where to trigger the action map.
 
−
|fullwidth=Yes
 
−
|structuredtextwide=The following table illustrates expressions that use the '''equals''' and like '''operators'''.
 
−
{{{!}} class="wikitable" style="width: 860.684px;" data-mce-style="width: 860.684px;"
 
−
{{!}}-
 
−
{{!}} style="width: 71px;" data-mce-style="width: 71px;"{{!}}'''Operator'''
 
−
{{!}} style="width: 252px;" data-mce-style="width: 252px;"{{!}}'''Note'''
 
−
{{!}} style="width: 157px;" data-mce-style="width: 157px;"{{!}}'''Example'''
 
−
{{!}} style="width: 330.684px;" data-mce-style="width: 330.684px;"{{!}}'''Matched pages'''
 
−
{{!}}-
 
−
{{!}} style="width: 71px;" data-mce-style="width: 71px;"{{!}}equals
 
−
{{!}} style="width: 252px;" data-mce-style="width: 252px;"{{!}}This operator requires a full URL.
 
−
{{!}} style="width: 157px;" data-mce-style="width: 157px;"{{!}}equals:platform
 
−
{{!}} style="width: 330.684px;" data-mce-style="width: 330.684px;"{{!}}https:www.genesys.com
 
−
{{!}}-
 
−
{{!}} style="width: 71px;" data-mce-style="width: 71px;"{{!}}like
 
−
{{!}} style="width: 252px;" data-mce-style="width: 252px;"{{!}}This operator accepts a partial URL.
 
−
{{!}} style="width: 157px;" data-mce-style="width: 157px;"{{!}}like:platform
 
−
{{!}} style="width: 330.684px;" data-mce-style="width: 330.684px;"{{!}}All pages on:
 
−
/pureconnect
 
−
 
 
−
/purecloud
 
−
 
 
−
/pureengage
 
−
 
 
−
 
 
−
{{!}}}
 
−
|Status=No
 
−
}}{{Section
 
−
|sectionHeading=Route to a target
 
−
|Type=Structured
 
−
|alignment=Horizontal
 
−
|image=RouteToTeamEWT.png
 
−
|gif=No
 
−
|structuredtext=# From the list, click the team of agents that should address chats from this action map. Each team corresponds to a queue in your contact center.
 
−
# To ensure that {{MINTYDOCSPRODUCT}} presents the chat '''only''' if agents are available to engage with the customer, turn on the '''Route if agents available''' button.
 
−
 
 
−
{{NoteFormat|
 
−
* If you do not select a target, {{MINTYDOCSPRODUCT}} sends all chats from this action map to a default or general queue.
 
−
* If you do not turn on the '''Route if agents available''' button, {{MINTYDOCSPRODUCT}} sends the chat to the team you select regardless of whether an agent in the team is available or not.
 
−
|1}}
 
−
|fullwidth=No
 
−
|Status=No
 
−
}}{{Section
 
−
|sectionHeading=Set the priority
 
−
|FAQHeading=How does priority affect when an action map triggers?
 
−
|Type=Structured
 
−
|anchor=Priority
 
−
|alignment=Horizontal
 
−
|image=SetPriorityPEPC.png
 
−
|gif=No
 
−
|structuredtext={{MINTYDOCSPRODUCT}} triggers only one action map at a time for a given segment. If two action maps of the same type target the same segment at the same time, then the priority determines which action map is triggered. In addition:
 
−
* If multiple action maps target the same segment at the same time, and they have the same priority, then {{MINTYDOCSPRODUCT}} displays each action map a set percentage of the time. For example, if two action maps exist, then {{MINTYDOCSPRODUCT}} displays each one 50% of the time. If three action maps exist, then {{MINTYDOCSPRODUCT}} displays each one 33% of the time.
 
−
 
 
−
* If a user ignores an invitation to chat, but then goes to a web page for which a higher priority action map is set to trigger, {{MINTYDOCSPRODUCT}} serves the user the invitation to engage.
 
−
|fullwidth=No
 
−
|Status=No
 
−
}}{{Section
 
−
|sectionHeading=Activate or inactivate the action map
 
−
|Type=Structured
 
−
|anchor=Activate
 
−
|alignment=Horizontal
 
−
|image=ActivePEPC.png
 
−
|gif=No
 
−
|structuredtext=When you create an action map, it is automatically activated. This means it is ready to trigger immediately on your site. [[File:ActiveToggle.png]]
 
−
 
 
−
To determine whether the action map triggers, use the '''Active''' switch which appears at the bottom of the page when you create or edit an action map.
 
−
 
 
−
To activate or inactivate an action map from the main Action Maps page:
 
−
# Click '''Admin'''.
 
−
# Under '''Altocloud''', click '''Action Maps'''. Click the '''Active''' button for the action map so it is either '''On''' or '''Off'''.
 
−
 
 
−
{{NoteFormat|To permanently remove the action map, [[#Delete|delete it]] instead.|2}}
 
−
|fullwidth=No
 
−
|Status=No
 
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Delete an action map
+
|sectionHeading=Example: How to create an action map
−
|Type=Structured
+
|anchor=VideoExample
−
|anchor=Delete
 
 
|alignment=Horizontal
 
|alignment=Horizontal
−
|image=DeletePEPC.png
+
|Media=Video
−
|gif=No
+
|image=384131154
−
|structuredtext={{NoteFormat|Deletion is permanent. To temporarily suspend the action map from triggering, [[#Activate|inactivate it]] instead.|2}}
+
|structuredtext=This video shows how to create an action map for offering a proactive chat to visitors on your website.
−
 
 
−
To delete an action map:
 
−
# Click '''Admin'''.<sup></sup>
 
−
# Under '''Altocloud''', click '''Action Maps'''.
 
−
# Click the '''Delete''' button for the action map.
 
−
|fullwidth=No
 
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Latest revision as of 08:47, March 16, 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 an action map that Genesys Predictive Engagement uses to engage visitors.

Prerequisites

High-level steps


Important
 
  • Some options are only available for certain actions.
  • To create an action map after you reach the limit of 200 action maps, delete an existing action map.
  1. Specify a descriptive name for the action map.
  2. Set the action map's priority relative to similar action maps.
    3. Tip
    The action map is active and ready to trigger on your site by default. To prevent the action map from triggering on your site, slide the toggle to No.
  3. Select which action to use when the action map triggers: web messaging, web chat, content offer, or advanced orchestration flow.
  4. Specify what triggers the action map (segment, visitor activity, outcome).
  5. Configure an outcome probability.
  6. Specify the webpages where you do or don't want the action map to trigger.
  7. If the action map is for a web chat offer:
    1. To route the action map to a specific agent queue, select an agent queue.
    2. To only present chat offers when agents are available to receive them, select a schedule group.
  8. To ignore the global frequency cap settings and always offer web engagements that this action map qualifies, override the frequency cap for this action map.

AI-23 Add to High-level steps section

For more information about the number of action maps that you can create for your organization, see Limits for Genesys Predictive Engagement objects.

Example: How to create an action map

This video shows how to create an action map for offering a proactive chat to visitors on your website.
Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/Action_maps (2024-07-28 03:29:19)"
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