Action Map Performance

Learn how to see when and how users interact with a specific action map.

Prerequisites

• Configure the following permissions in PureCloud:
  • Journey > Report > View permission
  • Journey > Action Map > View permission (to see action maps in the report)

About the Action Map Performance reports

The Action Map Performance reports allow you to see metrics about the effectiveness of your action maps. For example, you see details such as when the action map was triggered and how customers responded to its engagement offer. For more information about the specific metrics available, see Action Map Performance report metrics.

For more information about the availability of the data in this report, see About analytics data.

Action Map Performance report metrics

The Action Map Performance report shows the following metrics for an action map during the time period you select.

Important

If you are monitoring a webhook, see [[ATC/Current/AdminGuide/Monitor_webhooks|]] for an explanation of these metric definitions as they apply to webhooks.

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 offered an engagement. When a visitor qualifies for an action map, it does not necessarily mean that Genesys Predictive Engagement offers them an immediate engagement. For example,Genesys Predictive Engagement does not offer an engagement if the visitor matches a segment for the action map, but is not on the webpage that triggers the action.Genesys Predictive Engagement also does not offer an engagement if there are no agents available. For more information, see Progression of web actions metrics.
Web Actions Accepted	Number of visitors who accepted an engagement invitation. These visitors are a subset of those to whom Genesys Predictive Engagement offered an engagement. For more information, see Progression of web actions metrics.
Web Actions Started	Number of visitors for whom a chat session started successfully. These visitors are a subset of those who have accepted an engagement invitation. For more information, see Progression of web actions metrics.
Web Actions Engaged	Number of visitors for whom an agent connected to the chat. These visitors are a subset of those who have accepted an engagement invitation and the web chat started successfully. For more information, see Progression of web actions metrics.
Web Actions Rejected	Number of visitors who dismissed or rejected an engagement invitation. These visitors are a subset of those to whom Genesys Predictive Engagement offered an engagement.
Web Actions Errored	Number of visitors who experienced an error while being offered an engagement. This can happen before or after a chat is offered.
Web Actions Timed out	Number of times the action map's offer to chat timed out before the visitor either accepted or rejected it.

Progression of web actions metrics

This illustration shows when Genesys Predictive Engagement updates web actions metrics after extending a chat offer to a visitor.

View Action Map Performance reports

1. Click Admin.
2. Under Altocloud, click Action Map Performance.
3. A card appears for each action map. Card details indicate:
   • What triggers the action map: a segment or an event
   • Whether the action map is active or not
4. To see the performance report for an action map, click its card.

Configure the Action Map Performance report

1. To select the time period for the report, click the Start and End boxes.
2. To indicate whether you want to see hourly or daily results, select the Granularity option. For more information, see Granularity.
3. To turn on or off a metric, click its name.

See details

1. To see details, hover over a point on the report.

Export the Action Map Performance report

You can export a CSV (comma-separate value) file that contains the details of the Action Map Performance report.

1. Configure the report so that it displays the data you want.
2. Click the report's menu.
3. Click Download CSV.
   
4. The system downloads the report to your local Downloads folder.

About time values in exported reports

When you export a Visitor Activity report, the name of the exported file includes from- and to- timestamps in the standard ISO-8601 format (mmhhddmmyyyy).

If you import the CSV file into Excel, use the following formula to convert the ISO-8601 time formatted-cell to the Date type:

=DATEVALUE(MID(A1,1,10))+TIMEVALUE(MID(A1,12,8))"

(A1 represents the cell location of the first ISO-8601 time formatted cell in the Excel worksheet.)