Action maps report

Learn how the action maps engaged with the visitors of your website.

View action map report

To learn how visitors interacted with a specific action map and whether the outcome of the action map was achieved, click Create Action Map menu option, and then click the Action Map Reporting can be found here menu option

Entity	Description
Name	Action map name.
Type	Type of web action associated to the action map, such as web chat or content offer.
Qualified	Number of times that the action map qualified to offer a web action to visitors.
Blocked	Number of times that an action map qualified, but did not offer a web action to the visitors. A web action could be blocked temporarily or permanently. Therefore, the sum of the offered and the blocked actions may not be equal to the number of qualified actions. To know the reasons for a web action to be blocked, see Blocked offers.
Offered	Number of times that the action map offered a web action to visitors.
Offered %	Percent of qualified action maps that offered a web action (Offered / Qualified).
Accepted	Number of times that visitors accepted the action map's web action.
Accepted %	Percent of web actions that visitors accepted (Accepted / Offered).
Engaged	Number of times that agents engaged with a web chat or web messaging.
Engaged %	Percent of web chat or web messaging engagements that visitors accepted (Engaged / Accepted).
Rejected	Number of times that visitors rejected the action map's web action.
Outcomes	Number of outcomes that have achievements because of the action map.
Outcomes Achieved	Number of times that the outcome associated to the action map was achieved.
Active	Indicates whether the action map is active and ready to trigger on your website.
Updated	Date the action map was last modified.

For more information about Journey Action Maps Summary view, see the Journey Action Maps view in the Genesys Cloud CX Resource Center.

Blocked offers

Typically, when the conditions that trigger an action are met, the action is offered to the website visitor. However, all actions that qualify may not offered. These actions are called Blocked offers. The blocked status of an action could be a temporary or a permanent state.

Important

Since the state of a blocked action is likely to change, the number specified in the Blocked Actions column is not fixed. Therefore, the sum of the columns may not entirely match the number specified in the qualified actions column.

To see the blocked actions in an action map and to determine the reasons, do the following:

1. Click Create Action Map menu option, and then click the Action Map Reporting can be found here menu option.
2. Click the hyperlinked figure available in the Blocked column of the action map you want to analyze. The Blocked Actions report appears.

Reasons a qualified action is not offered

The Blocked Actions report lists the reasons for the qualified action not being offered. Against each reason an action was blocked, you can see the following details:

• Sessions - The number of sessions during which the action was blocked. If an action is blocked multiple times during a single session, the session number is retained at one.
• Count - The number of times an action was blocked. For example, if an action was blocked 30 times during a single session, the count number is 30.

Reason	Description
Page URL condition	The action map did not meet the page URL filters specified in the action map. For more information, see Define an action map's triggers.
SLA throttle	The queue was saturated to capacity which prevented the action being offered. For more information, see How throttling works.
Existing offer	An offer had already been rolled out to the customer at the time the action map qualified.
Future offer	The action map specifies the future time period for the action to be offered and the action is not set to 'Immediately'. For more information, see web chat activation time and duration, content offer activation time and duration, and architect flow activation time and duration.
Multiple offers	The customer qualified in more than one action map and was offered an action in another action map with a higher priority than this action. If all action maps have the same priority, the actions are offered in no particular order. For more information, see Prioritize an action map.
No agents	The action map specifies that the action be offered only upon agent availability. For more information, see Route an action map to an agent queue.
Frequency cap	An offer was already presented to the visitor by way of qualification on another action map. For more information, see frequency capping settings.