ATC/Current/AdminGuide/MonitorContentOffers

Determine how often customers view and respond to your content offers.

Prerequisites

Configure the following permissions in PureCloud:

• Journey > Action Map > Add , Delete, Edit, and View (to create action maps and see action maps in the report)
• Journey > Action Template > Add, Delete, Edit, and View (to configure content offers
• Journey > Report > View

View the number of times the content offer is offered

This column shows you how often each content offer is presented to customers.

Important

A content offer can be presented multiple times to the same user.

View the click-through rate

This column shows you the percentage of times that users have clicked the content offer.

Important

A content offer can be presented multiple times to the same user.

Monitor a content offer's performance

Use the Action Map Performance report to monitor your content offers. The following table defines the available metrics for this report:

Metric	Description
Web Actions Qualified	Number of visitors who matched a segment, activity, or outcome score that triggered the action map.
Web Actions Offered	Number of visitors to whom Genesys Predictive Engagement presented a content offer. Note: When a visitor qualifies for an action map, it does not necessarily mean that Genesys Predictive Engagement offers them a content offer immediately. For example, Genesys Predictive Engagement does not offer a content offer if the visitor matches a segment for the action map, but is not on the webpage that triggers the content offer. Genesys Predictive Engagement also does not offer a content offer if there are no agents available. For more information, see Progression of web actions metrics.
Web Actions Accepted	Number of visitors who accepted the content offer. These visitors are a subset of those to whom Genesys Predictive Engagement offered the content offer. For more information, see Progression of web actions metrics.
Web Actions Started	Not applicable
Web Actions Engaged	Not applicable
Web Actions Rejected	Number of visitors who dismissed or rejected the content offer. These visitors are a subset of those to whom Genesys Predictive Engagement offered the content offer.
Web Actions Errored	Number of visitors who experienced an error while being offered the content offer. This can happen before or after the content offer appears.
Web Actions Timed Out	Not applicable

Content offer lifecycle

For complete information about the lifecycle of a content offer and the metrics that we capture at each stage, see Content offers lifecycle.