Set the priority

Learn how to ensure that the most appropriate action map triggers if multiple action maps could trigger on a webpage.

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.

About priorities

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.

Set the priority

When you create an action map, define its priority.

1. Under Set Priority, select the High, Medium, or Low. This is a relative setting, based on the priorities of any other action maps that you have applied to the same webpage.