Action maps
Contents
- 1 View your action maps
- 2 Create an action map
- 3 Trigger based on segment match
- 4 Trigger based on user activity
- 5 Trigger based on outcome probability
- 6 Configure user engagement
- 7 Design the engagement
- 8 Apply to selected pages
- 9 Set the priority
- 10 Activate or inactivate the action map
- 11 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.
View your action maps
- Click Admin.
- Under Altocloud, click Action Maps.
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.
- Define what triggers the action map:
- Define how Genesys Predictive Engagement should engage the customer.
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 Select segments to search for and select the segments you want.
- To engage all visitors regardless of their segment, click All visitors.
- To engage visitors based on their segment, click the applicable segments.
- To create a new segment for this action map, click New segment.
Trigger based on user activity
To trigger the action map based on what the user does:
- Under Select trigger, click User activity.
- Under Set conditions, define the customer behavior you want to track. Use a combination of conditions and operators.
Trigger based on outcome probability
To trigger the action map based on an outcome probability:
- Under Configure outcome probability, select the outcome.
- Use the sliders to configure how the action map triggers. For more information on using the sliders, see Outcome probabilities.
Configure user engagement
- Select how Genesys Predictive Engagement interacts with a customer.
- Create a web chat offer present special opportunities to visitors in a chat window.
- Select when the engagement begins.
- Immediately
- After the visitor leaves and returns to the same page
- After a delay (in seconds or minutes)
- Configure the time range and end date.
Design the engagement
Apply to selected pages
The following table illustrates expressions that use the equals and like operators.
Operator | Note | Example | Matched pages |
equals | This operator requires a full URL. | equals:platform | https:www.genesys.com |
like | This operator accepts a partial URL. | like:platform | All pages on:
/pureconnect /purecloud /pureengage
|
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.
- Priorities determine how Genesys Predictive Engagement triggers action maps after a user ignores an engagement invitation. For example, suppose 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. In this case, Genesys Predictive Engagement serves the user the invitation to engage.
Activate or inactivate the 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.
- Click the Delete button for the action map.