ATC/Current/AdminGuide/Action maps

An action map represents the steps Genesys Predictive Engagement will take when a customer satisfies the criteria you specify.

About action maps

An action map represents the steps that Genesys Predictive Engagement takes to steer your customers towards a particular business outcome. 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 or "segment" the customer belongs to)
• What actions the customer takes on your website

In addition, Genesys Predictive Engagement automatically triggers action maps based on outcome probability scores.

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.

Prerequisites

Before you create action maps:

• Create segments.
• Create outcomes.

Design action maps

When you design action maps, consider the following points:

• 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.
• Genesys Predictive Engagement automatically tracks when a customer does any of the following things:
  • Completes fields in a form
  • Searches for something
  • Responds to a chat offer
  • Does not respond to a chat offer
  • Initially responds to a chat offer but then remains inactive until the offer times out
• Genesys Predictive Engagement 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:
  • A customer adds an item to their shopping cart but then removed items or abandoned the shopping cart

View your action maps

1. Click Engagement > Action Maps.

Create an action map

1. Click Engagement > Action Maps.
2. Click Create action map.
3. In the Name box, give the action map a descriptive name.
4. Define what triggers the action map:
   • The customer does specific actions on your website.
   • The customer belongs to a particular group.
   • There is the likelihood that the customer will achieve an outcome.
5. Define how Genesys Predictive Engagement should engage the customer.

Trigger based on customer activity

To trigger the action map based on what the customer does:

1. Under Choose customer engagement, click Customer activity.
2. Under Set conditions, define the customer behavior you want to track. Use either a predefined customer journey attribute or a custom attribute.

Important

Specify as many customer behaviors as you want. Genesys Predictive Engagement evaluates them in the order in which you define them.

Trigger based on segment assigned

To trigger the action map based on the segment that the customer belongs to:

1. Under Choose customer engagement, click Segment Assigned.
2. Select the segments.
3. To engage all visitors regardless of their segment, click All visitors.
4. To engage visitors based on their segment, click the applicable segments.
5. To create a new segment for this action map, click New segment.

Important

Use as many segments as you need.

Trigger based on outcome probability

For information on how you can trigger an action map based on outcome probability, see Outcome probabilities.

Configure customer engagement

1. Select how Genesys Predictive Engagement interacts with a customer.
   
   • Create a web chat offer present special opportunities to visitors in a chat window.
2. Select when the engagement begins.
   • Immediately
   • After the visitor leaves and returns to the same page
   • After a delay (in seconds or minutes)
3. Configure the time range and end date.

Important

Leave the Configure End Date option unselected if you want this engagement to last indefinitely.

Design the engagement

• Design a Web chat