Difference between revisions of "ATC/Current/AdminGuide/Action maps"
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{{Article | {{Article | ||
|Standalone=No | |Standalone=No | ||
− | |DisplayName= | + | |DisplayName=Build action maps |
|Platform=PureEngage, PureConnect, PureCloud | |Platform=PureEngage, PureConnect, PureCloud | ||
+ | |TocName=Build action maps | ||
|ComingSoon=No | |ComingSoon=No | ||
|Context=Build and maintain action maps. | |Context=Build and maintain action maps. | ||
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* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#View|display text=View your action maps}} | * {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#View|display text=View your action maps}} | ||
* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#Create|display text=Create an action map}} | * {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#Create|display text=Create an action map}} | ||
− | * {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#AboutTriggers|display text=Read | + | * {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#AboutTriggers|display text=Read how you can trigger the action map}} |
* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#SegmentMatch|display text=Trigger based on segment match}} | * {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#SegmentMatch|display text=Trigger based on segment match}} | ||
* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#VisitorActivity|display text=Trigger based on user activity}} | * {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#VisitorActivity|display text=Trigger based on user activity}} | ||
+ | * {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcome_probabilities|anchor=TriggerOnlyOutcomeProbability|display text=Trigger based on outcome probability}} | ||
* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#CustomerEngagement|display text=Configure user engagement}} | * {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#CustomerEngagement|display text=Configure user engagement}} | ||
* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#TriggerOutcome|display text=Configure outcome probability}} | * {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#TriggerOutcome|display text=Configure outcome probability}} | ||
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* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#SegmentMatch|display text=When {{MINTYDOCSPRODUCT}} matches a user to a segment}} | * {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#SegmentMatch|display text=When {{MINTYDOCSPRODUCT}} matches a user to a segment}} | ||
* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#VisitorActivity|display text=When the user does something specific on your website}} | * {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#VisitorActivity|display text=When the user does something specific on your website}} | ||
+ | * {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcome_probabilities|anchor=TriggerOnlyOutcomeProbability|display text=Trigger based on outcome probability}} | ||
When a customer visits your website, there may be several action maps that could engage the user. To determine which action map should trigger, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#Priority|display text=set the priority of each action map.}} | When a customer visits your website, there may be several action maps that could engage the user. To determine which action map should trigger, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#Priority|display text=set the priority of each action map.}} | ||
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|fullwidth=No | |fullwidth=No | ||
|Status=No | |Status=No | ||
+ | }}{{Section | ||
+ | |sectionHeading=Updates for WebChat Widgets from Jody | ||
+ | |Type=Structured | ||
+ | |alignment=Vertical | ||
+ | |gif=No | ||
+ | |structuredtext=To define the generic queue in PureCloud, configure it as part of your widget configuration. For more information, see<meta charset="utf-8"><a href="https://developer.mypurecloud.com/api/webchat/widget-version2.html" target="_blank" rel="noopener noreferrer">https://developer.mypurecloud.com/api/webchat/widget-version2.html</a> | ||
+ | |fullwidth=No | ||
+ | |Status=Yes | ||
}}{{Section | }}{{Section | ||
|sectionHeading=Set the priority | |sectionHeading=Set the priority |
Revision as of 14:12, September 23, 2019
Contents
- 1 What would you like to do?
- 2 View your action maps
- 3 Create an action map
- 4 About triggering action maps
- 5 Trigger based on segment match
- 6 Trigger based on user activity
- 7 Configure user engagement
- 8 Configure outcome probability
- 9 Apply to selected pages
- 10 Specify OR conditions
- 11 Specify AND conditions
- 12 AI-23 changes
- 13 Operators for URL conditions
- 14 Route to a target
- 15 Updates for WebChat Widgets from Jody
- 16 Set the priority
- 17 Duplicate an action map
- 18 Edit an action map
- 19 Activate or inactivate an action map
- 20 Delete an action map
Build and maintain action maps.
Prerequisites
- Configure the following permissions in PureCloud:
- Journey > Action Map > Add, Delete, Edit, and View permissions (to create action maps)
- Journey > Action Target > View permission (to select a team to handle interactions from the action map)
- Create segments.
- Create outcomes.
What would you like to do?
- Learn what action maps are and the best practices for designing them
- View your action maps
- Create an action map
- Read how you can trigger the action map
- Trigger based on segment match
- Trigger based on user activity
- Trigger based on outcome probability
- Configure user engagement
- Configure outcome probability
- Apply the action map to selected pages
- Route to a target
- Set the priority
- Duplicate an action map
- Edit an action map
- Activate or inactivate an action map
- Delete an action map
View your action maps
To view your action maps:
- Click Admin.
- Under Altocloud, click Action Maps.
- To search for an action map, start typing its name in the Search box. Search is case-insensitive.
- To sort the list, click the Ascending/Descending buttons in Name or Date column headings.
Create an action map
To create an action map:
- 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:
- Define how Genesys Predictive Engagement should engage the customer.
- Configure the outcome probability.
- Apply the action map to specific web pages.
- Route the action map to a target.
- Set the priority.
- Activate or inactivate the action map.
About triggering action maps
To configure when an action map engages a user, specify what triggers it:
- When Genesys Predictive Engagement matches a user to a segment
- When the user does something specific on your website
- Trigger based on outcome probability
When a customer visits your website, there may be several action maps that could engage the user. To determine which action map should trigger, set the priority of each action map.
Trigger based on segment match
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.
- Search for segments by name or description.
- Select as many segments as you need.
- Click Done.
Trigger based on user activity
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 conditions and operators.
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.
![TriggerUserActivityEx1.png](/images-supersite/e/e5/TriggerUserActivityEx1.png)
Configure user engagement
Select how and when the action map interacts with a customer:
- Under Configure user engagement, click Configure.
- Webchat is automatically selected.
- Select when the engagement begins.
- Immediately
- After the visitor leaves and returns to the site
- After a delay (in seconds or minutes).
Note: Genesys Predictive Engagement tracks the delay for the duration of the user'sNo results. Suppose you set a delay on an action map for 10 seconds. If a user qualifies for the action map but navigates to a different web page in five seconds, the action map does not trigger. However, if the user navigates back to the original web page at any time during their current session, the action map triggers immediately.
- Configure when the action map should trigger. To keep the action map triggering indefinitely, do not specify an end date. Remember, you can always inactivate the action map to temporarily prevent it from triggering.
- Click Next: Chat offer.
- Design the chat offer.
Configure outcome probability
To configure outcome probability:
- Under Configure outcome probability, select the outcome.
- Use the sliders to configure the outcome probability. For more information, see Outcome probabilities.
Apply to selected pages
To apply the action map to a web page:
- Click Add page.
- Use the fields to build an expression that tells Genesys Predictive Engagement the web pages where the action map triggers. For information on the available operators, see Operators for URL conditions.
- Specify OR conditions.
- Specify AND conditions.
Specify OR conditions
You can add as many OR conditions as you need for each operator.
- To add an "OR" condition, click Add and build the expression. For information on the available operators, see Operators for URL conditions. If you cannot click Add, adjust your expression and try again.
- To remove an "OR" condition, click Remove.
Specify AND conditions
- To add an "AND" condition, click Add and build the expression you want. For information on the available operators, see Operators for URL conditions. If you cannot click Add, adjust your expression and try again.
- To remove an "AND" condition, click Remove.
Operators for URL conditions
Operator | Matches | Description | Notes |
equals
|
a full URL only | The action map triggers only when the visitor is on a website page with a URL that exactly matches all of the characters you define. | If you define an equals condition you cannot define any other AND conditions.
|
like
|
a "substring match" | The action map triggers only when the visitor is on a website page with a URL that contains some of the characters you define.
|
You can build conditions containing multiplelike and not like operators.
|
starts with
|
identical characters starting from the beginning of the string up to and including the last character in the string you specify | Use the StartsWith match type when your URLs are generally unvarying but can include query string parameters at the end that you want to exclude.
|
You can have one starts with or one ends with operator per condition.
|
Route to a target
To route engagements to a target:
- From the Search team list, click the team of agents that should address engagements from this action map. Each team corresponds to a target, or queue, in your contact center. You can select any queue that is currently available in your contact center organization. Queues that have been deleted or removed from your contact center do not appear in the list. For more information on creating queues in PureCloud, see Queue administration.
- To ensure that Genesys Predictive Engagement presents the engagement only if agents are available to engage with the customer, turn on the Route if agents available button.
- Only available queues targets appear
- If you do not select a target, Genesys Predictive Engagement sends all engagements from this action map to a default or general queue.
- If you do not turn on the Route if agents available button, Genesys Predictive Engagement sends the engagement to the team you select regardless of whether an agent on the team is available or not.
- If a target that you previously selected becomes unavailable, Genesys Predictive Engagement prompts you to select a new one.
Set the priority
Genesys Predictive Engagement 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 Genesys Predictive Engagement displays each action map a set percentage of the time. For example, if two action maps exist, then Genesys Predictive Engagement displays each one 50% of the time. If three action maps exist, then Genesys Predictive Engagement 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, Genesys Predictive Engagement serves the user the invitation to engage.
Duplicate an action map
To simplify the process of creating a new action map, duplicate an existing action map:
- Click Admin.
- Under Altocloud, click Action Maps.
- Search for the action map you want.
- Under options, click Duplicate.
- Update the action map name.
- Make any other changes. For more information, see Create an action map.
- Click Save and close.
Edit an action map
To edit an action map:
- Click Admin.
- Under Altocloud, click Action Maps.
- Search for the action map you want.
- Under options, click Edit.
- Make any necessary changes. For more information, see Create an action map.
- Click Save and close.
Activate or inactivate an action map
When you create an action map, it is automatically activated. This means it is ready to trigger immediately on your site.
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.
Delete an action map
To delete an action map:
- Click Admin.
- Under Altocloud, click Action Maps.
- Search for the action map you want.
- Under options, click Delete.
- Click Yes.