ATC/Current/AdminGuide/About action maps

Action maps define how Genesys Predictive Engagement interacts with users on your website.

An action map represents the steps that Genesys Predictive Engagement 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.

When you create an action map, you define what triggers it. The types of triggers that you can define are:

• Who the customer is (what group orNo results the customer belongs to)
• What actions the customer takes on your website

In addition, Genesys Predictive Engagement automatically triggers action maps based on a customer'sNo results.

Important

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.

Best practices

Improve your action maps by reviewing best practices.

• Best practices

Build an action map

Learn how to build and manage your action maps.

• View
• Create
• Duplicate
• Edit
• Delete

Trigger an action map

Understand how action maps are triggered. Configure an action map to trigger based on segment match or user activity.

• About triggers
• Trigger based on segment match
• Trigger based on user activity
• Trigger based on outcome probability

Engage your users

Design how you want an action map to engage your users.

• Configure user engagement
• Web chats
  

Define outcome probabilities

Altocloud uses AI to predict the actions your users will take. Help refine its modeling by identifying outcome probabilities.

• [[ATC/Current/AdminGuide/Outcome_probabilities|]]
• Configure outcome probability

Refine an action map's behavior

An action map can work anywhere you useGenesys Predictive Engagement to track user activity. In addition, several action maps could qualify to engage a user at once. Use these links to refine action map behavior.

• Apply to selected pages
• Set the priority
• Activate or inactivate an action map

Monitor action maps

Use analytics to assess the effectiveness of your action maps.

• Action Map Performance report