Action maps

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.

What would you like to do?

• Learn what action maps are and the best practices for designing them
• View your action maps
• Create an action map
• Read about how action maps trigger
• Trigger based on segment match
• Trigger based on user activity
• Configure user engagement
• Configure outcome probability
• Apply the action map to selected pages
• Route to a target
• Set the priority
• Duplicate an action map
• Edit an action map
• Activate or inactivate an action map
• Delete an action map

View your action maps

To view your action maps:

1. Click Admin.
2. Under Altocloud, click Action Maps.
3. To search for an action map, start typing its name in the Search box. Search is case-insensitive.
4. To sort the list, click the Ascending/Descending buttons in Name or Date column headings.

Create an action map

Tip

To simplify the process of creating an action map, duplicate an existing action map.

To 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. Select what triggers the action map:
   • Trigger based on segment match.
   • Trigger based on user activity.
6. Define how Genesys Predictive Engagement should engage the customer.
7. Configure the outcome probability.
8. Apply the action map to specific web pages.
9. Route the action map to a target.
10. Set the priority.
11. Activate or inactivate the action map.

About triggering action maps

To configure when an action map engages a user, specify what triggers it:

• When Genesys Predictive Engagement matches a user to a segment
• When the user does something specific on your website

When a customer visits your website, there may be several action maps that could engage the user. To determine which action map should trigger, set the priority of each action map.

Important

An action map can trigger only one time per userNo results.

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 Show details.
3. Click Select segments.
   
4. Search for segments by name or description.
5. Select as many segments as you need.
6. Click Done.

Trigger based on user activity

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

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

Important

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

Example: trigger the action map based on a number of page views

To trigger an action map when a visitor views a web page a certain number of times, create conditions as shown in the following example.

Configure user engagement

Select how and when the action map interacts with a customer:

1. Under Configure user engagement, click Configure.
2. Webchat is automatically selected.
3. Select when the engagement begins.
   • Immediately
   • After the visitor leaves and returns to the site
   • After a delay (in seconds or minutes).
     Note: Genesys Predictive Engagement tracks the delay for the duration of the user'sNo results. Suppose you set a delay on an action map for 10 seconds. If a user qualifies for the action map but navigates to a different web page in five seconds, the action map does not trigger. However, if the user navigates back to the original web page at any time during their current session, the action map triggers immediately.
4. Configure when the action map should trigger. To keep the action map triggering indefinitely, do not specify an end date. Remember, you can always inactivate the action map to temporarily prevent it from triggering.
5. Click Next: Chat offer.
6. Design the chat offer.

Configure outcome probability

To configure outcome probability:

1. Under Configure outcome probability, select the outcome.
2. Use the sliders to configure the outcome probability. For more information, see Outcome probabilities.

Apply to selected pages

To apply the action map to a web page:

1. Click Add page.
2. Use the fields to build an expression that tells Genesys Predictive Engagement the web pages where the action map triggers. For information on the available operators, see Operators for URL conditions.
3. Specify OR conditions.
   
4. Specify AND conditions.
   

Specify OR conditions

You can add as many OR conditions as you need for each operator.

Important

If you use an "OR" condition, the action map triggers if either of the conditions is true.

1. To add an "OR" condition, click Add and build the expression. For information on the available operators, see Operators for URL conditions. If you cannot click Add, adjust your expression and try again.
2. To remove an "OR" condition, click Remove.

Specify AND conditions

You can add as many AND conditions as you need for each operator.

Important

If you use an "AND" condition, the action map triggers only if both conditions is true.

1. To add an "AND" condition, click Add and build the expression you want. For information on the available operators, see Operators for URL conditions. If you cannot click Add, adjust your expression and try again.
2. To remove an "AND" condition, click Remove.

AI-23 changes

Operators for URL conditions

Operator	Matches	Description	Notes
equals not equals	a full URL only	The action map triggers only when the visitor is on a website page with a URL that exactly matches all of the characters you define.	If you define an equals condition you cannot define any other AND conditions. Correct: equals abc.com OR def.com OR xyz.com Incorrect: equals abc.com AND equals xyz.com
like not like	a "substring match"	The action map triggers only when the visitor is on a website page with a URL that contains some of the characters you define. This is useful when you want to target a unique query string parameter that appears in multiple URLs.	You can build conditions containing multiplelike and not like operators. Correct: Like insurance AND Like auto OR home OR health
starts with ends with	identical characters starting from the beginning of the string up to and including the last character in the string you specify	Use the StartsWith match type when your URLs are generally unvarying but can include query string parameters at the end that you want to exclude. For example, you can target shopping cart pages that use /thankyou.html at the end of their URLs.	You can have one starts with or one ends with operator per condition. Correct: Starts with abc.com OR xyz.com AND Like keyword1 or keyword2 Incorrect: Starts with abc.com OR xyz.com AND Starts with abc.com OR xyz.com

Route to a target

To route engagements to a target:

1. From the Search team list, click the team of agents that should address engagements from this action map. Each team corresponds to a target, or queue, in your contact center. You can select any queue that is currently available in your contact center organization. Queues that have been deleted or removed from your contact center do not appear in the list. For more information on creating queues in PureCloud, see Queue administration.
2. To ensure that Genesys Predictive Engagement presents the engagement only if agents are available to engage with the customer, turn on the Route if agents available button.

Important

• Only available queues targets appear
• If you do not select a target, Genesys Predictive Engagement sends all engagements from this action map to a default or general queue.
• If you do not turn on the Route if agents available button, Genesys Predictive Engagement sends the engagement to the team you select regardless of whether an agent on the team is available or not.

• If a target that you previously selected becomes unavailable, Genesys Predictive Engagement prompts you to select a new one.

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.

• If 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, Genesys Predictive Engagement serves the user the invitation to engage.

Duplicate an action map

To simplify the process of creating a new action map, duplicate an existing action map:

1. Click Admin.
2. Under Altocloud, click Action Maps.
3. Search for the action map you want.
4. Under options, click Duplicate.
5. Update the action map name.
6. Make any other changes. For more information, see Create an action map.
   
7. Click Save and close.

Edit an action map

To edit an action map:

1. Click Admin.
2. Under Altocloud, click Action Maps.
3. Search for the action map you want.
4. Under options, click Edit.
5. Make any necessary changes. For more information, see Create an action map.
   
6. Click Save and close.

Activate or inactivate an 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.
3. 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

Tip

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

To delete an action map:

1. Click Admin.
2. Under Altocloud, click Action Maps.
3. Search for the action map you want.
4. Under options, click Delete.
   
5. Click Yes.