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

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{{Article
 
{{Article
 
|Standalone=No
 
|Standalone=No
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|DisplayName=Action maps
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|DisplayName=Create an action map
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|Platform=PureEngage, PureConnect, PureCloud
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|TocName=Create an action map
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|Context=An action map represents the steps {{MINTYDOCSPRODUCT}} takes when engaging with customers who meet certain criteria.
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|Context=Learn how to create an action map that {{MINTYDOCSPRODUCT}} uses to engage visitors.<br />
 +
|Dimension=ActionMaps
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|ComingSoon=No
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|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 +
|Prereq='''Prerequisites'''
 +
 
 +
*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:]
 +
**'''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)
 +
*Deploy one of the following:
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**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}}.
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*{{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
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|sectionHeading=About action maps
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|sectionHeading=High-level steps
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|Type=Structured
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|alignment=Horizontal
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|alignment=Vertical
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|Media=Image
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|gif=No
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|image=GPE_create_action_map2_diagram.png
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|structuredtext=An {{GlossaryTooltip|term=action map}} represents the steps that {{MINTYDOCSPRODUCT}} takes to engage selected customers to achieve a particular result. 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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|structuredtext=<br />{{NoteFormat|1=&nbsp;
−
 
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*Some options are only available for certain actions.
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When you create an action map, you define what triggers it. The types of triggers that you can define are:
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*To create an action map after you reach the limit of 200 action maps, delete an existing action map.|2=}}<ol>
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* Who the customer is (what group or "{{GlossaryTooltip|term=segment}}" the customer belongs to)
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<li>Specify a descriptive name for the action map.</li>
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* What actions the customer takes on your website
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<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}}
−
 
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<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>
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In addition, {{MINTYDOCSPRODUCT}} automatically triggers action maps based on a customer's {{GlossaryTooltip|term=outcome probability score}}.
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<li>Specify what {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger|display text=triggers}} the action map (segment, visitor activity, outcome).</li>
−
 
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<li>{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger|anchor=OutcomeProbability|display text=Configure an outcome probability}}.
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{{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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</li>
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|fullwidth=No
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<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>
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<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
 
}}{{Section
 
}}{{Section
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|sectionHeading=Prerequisites
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|sectionHeading=AI-23 Add to High-level steps section
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|Type=Structured
 
−
|anchor=prerequisites
 
 
|alignment=Vertical
 
|alignment=Vertical
−
|gif=No
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|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}}.
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|structuredtext=Before you create action maps:
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|Status=Yes
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* {{#mintydocs_link:topic=Segments|anchor=CreateSegment|link text=Create segments}}.
 
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* {{#mintydocs_link:topic=Outcomes|anchor=CreateOutcome|link text=Create outcomes}}.
 
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|fullwidth=No
 
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}}{{Section
 
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|sectionHeading=Design action maps
 
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|Type=Structured
 
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|anchor=DesignActionMaps
 
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|alignment=Vertical
 
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|gif=No
 
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|structuredtext=When you design action maps, consider the following points:
 
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* If a customer is progressing towards a business outcome, do not impede their progress by popping an unnecessary chat window. Intervene only when a customer's activity indicates that they are no longer on track to achieve the outcome you want.
 
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* {{MINTYDOCSPRODUCT}} automatically tracks when a customer does any of the following things:
 
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** Completes fields in a form
 
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** Searches for something
 
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** Responds to a chat offer
 
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** Does not respond to a chat offer
 
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** Initially responds to a chat offer but then remains inactive until the offer times out
 
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* {{MINTYDOCSPRODUCT}} can also track custom events that you define. You can then configure the action map to trigger if one of these custom events occurs. For example:
 
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** A customer adds an item to their shopping cart but then removed items or abandoned the shopping cart
 
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|fullwidth=No
 
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}}{{Section
 
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|sectionHeading=View your action maps
 
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|Type=Structured
 
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|alignment=Horizontal
 
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|image=ActionMapsMenu0131.png
 
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|gif=No
 
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|structuredtext=# Click '''Engagement > Action Maps'''.
 
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|fullwidth=No
 
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}}{{Section
 
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|sectionHeading=Create an action map
 
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|Type=Structured
 
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|alignment=Horizontal
 
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|image=ActionMapsCreate.png
 
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|gif=No
 
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|structuredtext=# Click '''Engagement > Action Maps'''.
 
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# Click '''Create action map'''.
 
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# In the '''Name''' box, give the action map a descriptive name.
 
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# Define what triggers the action map:
 
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#* [[#VisitorActivity|The customer does specific actions on your website.]]
 
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#* [[#SegmentMatch|The customer belongs to a particular group.]]
 
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#* {{#mintydocs_link:manual=AdminGuide|topic=Outcome_probabilities|link text=There is the likelihood that the customer will achieve an outcome.}}
 
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# [[#CustomerEngagement|Define how {{MINTYDOCSPRODUCT}} should engage the customer.]]
 
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|fullwidth=No
 
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}}{{Section
 
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|sectionHeading=Trigger based on customer activity
 
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|Type=Structured
 
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|anchor=VisitorActivity
 
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|alignment=Horizontal
 
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|image=CustomerActivity1.png
 
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|gif=No
 
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|structuredtext=To trigger the action map based on what the customer does:
 
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# Under '''Choose customer engagement,''' click '''Customer activity'''.
 
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# Under '''Set conditions''', define the customer behavior you want to track. Use either a {{#mintydocs_link:manual=AdminGuide|topic=VisitorAttsJourney#Types_of_customer_journey_attributes|link text=predefined customer journey attribute}} or a {{#mintydocs_link:manual=AdminGuide|topic=VisitorAttsJourney#Custom_attributes|link text=custom attribute}}.
 
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{{NoteFormat|Specify as many customer behaviors as you want. {{MINTYDOCSPRODUCT}} evaluates them in the order in which you define them.|1}}
 
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|fullwidth=No
 
−
}}{{Section
 
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|sectionHeading=Trigger based on segment assigned
 
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|Type=Structured
 
−
|anchor=SegmentMatch
 
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|alignment=Horizontal
 
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|image=ac CEngageSegment.png
 
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|gif=No
 
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|structuredtext=To trigger the action map based on the segment that the customer belongs to:
 
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# Under '''Choose customer engagement,''' click '''Segment Assigned'''.
 
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# Select the segments.
 
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# To engage all visitors regardless of their segment, click '''All visitors'''.
 
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# To engage visitors based on their segment, click the applicable segments.
 
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# To create a new segment for this action map, click '''New segment'''.
 
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{{NoteFormat|Use as many segments as you need.|1}}
 
−
|fullwidth=No
 
 
}}{{Section
 
}}{{Section
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|sectionHeading=Trigger based on outcome probability
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|sectionHeading=Example: How to create an action map
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|Type=Structured
+
|anchor=VideoExample
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|anchor=TriggerOutcome
 
 
|alignment=Horizontal
 
|alignment=Horizontal
−
|image=OutcomeSliders2.png
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|Media=Video
−
|gif=No
+
|image=384131154
−
|structuredtext=For information on how you can trigger an action map based on outcome probability, see {{#mintydocs_link:manual=AdminGuide|topic=Outcome_probabilities|link text=Outcome probabilities.}}
+
|structuredtext=This video shows how to create an action map for offering a proactive chat to visitors on your website.
−
|fullwidth=No
+
|Status=No
−
}}{{Section
 
−
|sectionHeading=Configure customer engagement
 
−
|Type=Structured
 
−
|anchor=CustomerEngagement
 
−
|alignment=Horizontal
 
−
|image=ConfigWebChat.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.
 
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# Select when the engagement begins.
 
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#* Immediately
 
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#* After the visitor leaves and returns to the same page
 
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#* 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
 
−
}}{{Section
 
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|sectionHeading=Design the engagement
 
−
|Type=Structured
 
−
|alignment=Vertical
 
−
|gif=No
 
−
|structuredtext=* {{#mintydocs_link:topic=Chat_offers|link text=Design a Web chat}}
 
−
|fullwidth=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 03:23:53)"
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