Build action maps

Review all the steps involved in building the tools that Genesys Predictive Engagement uses to engage users.

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.
• Create user engagements.

Overview

1. Click Admin > Altocloud > Action Maps.
2. Click Create action map.
3. Create an action map.
4. Trigger the action map based on:
   • Segment match
   • User activity
   • Outcome probability
5. Configure user engagement.
6. Configure outcome probabilities.
7. Apply the action map to specific web pages.
8. Route the action map to a target.
9. Prioritize the action map.