Action maps

An action map represents the steps Genesys Predictive Engagement takes when engaging with customers who meet certain criteria.

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)

About action maps

AnNo results 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 or "No 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.

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 Admin.
2. Under Altocloud, click Action Maps.

Tip

Search for an action map by its name. Search is case-insensitive.

Create an action map

1. Click Admin.
2. Under Altocloud, click Action Maps.
3. Click Create action map.
4. In the Name box, give the action map a descriptive name.
5. Define what triggers the action map:
   • Trigger based on segment match.
   • Trigger based on user activity.
   • Trigger based on outcome probability.
6. 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:

1. Under Select trigger,click Segment match.
2. Click Select segments to search for and select the segments you want.
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 user activity

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

1. Under Select trigger, click User activity.
2. Under Set conditions, define the customer behavior you want to track. Use a combination of conditions and operators.
   

Important

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

Trigger based on outcome probability

To trigger the action map based on an outcome probability:

1. Under Configure outcome probability, select the outcome.
2. Use the sliders to configure how the action map triggers. For more information on using the sliders, see Outcome probabilities.

Configure user 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

Apply to selected pages

Use the fields to build an expression that tells Genesys Predictive Engagement where to trigger the action map.

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 uses 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 the visitor experiences.

Important

If multiple action maps target the same segment at the same time, and they have the same priority, then Genesys Predictive Engagement will display each one 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.

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:

1. Click Admin.
2. Under Altocloud, click Action Maps. Click the Active button for the action map so it is either On or Off.

Tip

To permanently remove the action map, delete it instead.

Delete an action map

To delete an action map:

1. Click Admin.
2. Under Altocloud, click Action Maps.
3. Click the Delete button for the action map.

Tip

Deletion is permanent. To temporarily suspend the action map from triggering, inactivate it instead.