Difference between revisions of "ATC/Current/AdminGuide/Action Map Performance"

From Genesys Documentation
Jump to: navigation, search
(Published)
 
(29 intermediate revisions by 6 users not shown)
Line 1: Line 1:
 
{{Article
 
{{Article
 
|Standalone=No
 
|Standalone=No
−
|DisplayName=Action Map Performance
+
|DisplayName=Action map performance
−
|Platform=PureEngage, PureConnect, PureCloud
 
 
|TocName=Action Map Performance
 
|TocName=Action Map Performance
 +
|Context=Learn how to see when and how visitors interact with a specific action map.
 +
|Dimension=Analytics
 
|ComingSoon=No
 
|ComingSoon=No
−
|Context=Learn how to see when and how users interact with a specific action map.
+
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 
|Prereq='''Prerequisites'''
 
|Prereq='''Prerequisites'''
  
−
*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in PureCloud:]
+
*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:]
−
**'''Journey '''> ''' Report''' > '''View''' permission
+
**'''Journey '''> ''' Report''' > '''View'''
−
**'''Journey '''>''' Action Map '''> '''View''' permission (to see action maps in the report)
+
**'''Journey '''>''' Action Map '''> '''View''' (to see action maps in the report)
 
|Section={{Section
 
|Section={{Section
−
|sectionHeading=About the Action Map Performance reports
+
|sectionHeading=About action map reports
−
|Type=Structured
+
|anchor=AboutReports
 
|alignment=Horizontal
 
|alignment=Horizontal
 +
|Media=Image
 
|image=ActionMapPerfPEPC.png
 
|image=ActionMapPerfPEPC.png
−
|gif=No
+
|structuredtext=Action Map reports display metrics about the effectiveness of your action maps. For example, you see details such as when the action map triggered and how visitors responded to its engagement offer. For more information about the specific metrics available, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance#AMPRmetrics|display text=Action Map report metrics}}.
−
|structuredtext=The Action Map Performance reports allow you to see metrics about the effectiveness of your action maps. For example, you see details such as when the action map was triggered and how customers responded to its engagement offer. For more information about the specific metrics available, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance#AMPRmetrics|display text=Action Map Performance report metrics}}.
 
  
 
For more information about the availability of the data in this report, see {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Analytics_data|display text=About analytics data}}.
 
For more information about the availability of the data in this report, see {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Analytics_data|display text=About analytics data}}.
−
|fullwidth=No
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Action Map Performance report metrics
+
|sectionHeading=View action map reports
−
|Type=Structured
+
|anchor=ViewReports
 +
|alignment=Horizontal
 +
|Media=Image
 +
|image=ActionMapCardsPEPC.png
 +
|structuredtext=In Admin in Genesys Cloud CX, open the '''Action Map Report'''. A card appears for each action map.
 +
 
 +
Card details indicate:
 +
 
 +
*What triggers the action map: a segment or an event
 +
*Whether the action map is active
 +
 
 +
To see the performance report for an action map, click its card.
 +
|Status=No
 +
}}{{Section
 +
|sectionHeading=Configure an action map report
 +
|anchor=ConfigureReport
 +
|alignment=Horizontal
 +
|Media=Image
 +
|image=ActionMapPerfConfigPEPC.png
 +
|structuredtext=#Select the date range for the report.
 +
#Indicate whether you want to see hourly or daily results. For more information, see {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Analytics_data#Granularity|display text=Granularity.}}
 +
#To turn on or off a metric, click its name.
 +
|Status=No
 +
}}{{Section
 +
|sectionHeading=Export an action map report
 +
|anchor=ExportReport
 +
|alignment=Horizontal
 +
|Media=Image
 +
|image=AMPExport.png
 +
|structuredtext=You can export the details of an Action Map report to a CSV (comma-separate value) file. {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Action_Map_Performance#ConfigureReport|display text=Configure the report}} so that it displays the data that you want and then download the file. The report downloads to your local Downloads folder.
 +
 
 +
===About time values in exported reports===
 +
When you export a Visitor Activity report, the name of the exported file includes from- and to- timestamps in the standard ISO-8601 format (mmhhddmmyyyy).
 +
 
 +
If you import the CSV file into Excel, use the following formula to convert the ISO-8601 time formatted-cell to the Date type:
 +
 
 +
'''=DATEVALUE(MID(A1,1,10))+TIMEVALUE(MID(A1,12,8))"'''
 +
 
 +
(A1 represents the cell location of the first ISO-8601 time formatted cell in the Excel worksheet.)
 +
|Status=No
 +
}}{{Section
 +
|sectionHeading=Action map report metrics
 
|anchor=AMPRmetrics
 
|anchor=AMPRmetrics
 
|alignment=Vertical
 
|alignment=Vertical
−
|gif=No
+
|structuredtext=Action Map reports display metrics for the time period that you select.
−
|structuredtext=The Action Map Performance report shows the following metrics for an action map during the time period you select.<p class="mw_paragraph">{{NoteFormat|If you are monitoring a webhook, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Monitor_webhooks}} for an explanation of these metric definitions as they apply to webhooks. }}
+
 
−
</p>
+
Not all states are applicable to all action map types. For example, content offers, web chat offers, and web messaging offers could share some states. However, content offers and web messaging offers only use a subset of the states.  
−
{{{!}} class="wikitable" style="width: 1203px;" data-mce-style="width: 1203px;"
+
{{{!}} class="wikitable"  
 
{{!}}-
 
{{!}}-
−
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Metric'''
+
{{!}}'''Metric'''
−
{{!}} style="width: 934.953px;" data-mce-style="width: 934.953px;"{{!}}'''Description'''
+
{{!}}'''Web chats'''
 +
{{!}}'''Web messaging'''
 +
{{!}}'''Content offers'''
 +
{{!}}'''Architect flow actions'''
 
{{!}}-
 
{{!}}-
 
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Qualified'''
 
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Qualified'''
−
{{!}} style="width: 934.953px;" data-mce-style="width: 934.953px;"{{!}}Number of visitors who matched a segment, activity, or outcome score that triggered the action map.
+
{{!}}x
 +
{{!}}x
 +
{{!}}x
 +
{{!}}x
 
{{!}}-
 
{{!}}-
 
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Offered'''
 
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Offered'''
−
{{!}} style="width: 934.953px;" data-mce-style="width: 934.953px;"{{!}}Number of visitors to whom {{MINTYDOCSPRODUCT}} offered an engagement.
+
{{!}}x
−
When a visitor qualifies for an action map, it does not necessarily mean that {{MINTYDOCSPRODUCT}} offers them an immediate engagement. For example,{{MINTYDOCSPRODUCT}} does not offer an engagement if the visitor matches a segment for the action map, but is not on the webpage that triggers the action.{{MINTYDOCSPRODUCT}} also does not offer an engagement if there are no agents available. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance#WebActionsMetricsEx|display text=Progression of web actions metrics.}}
+
{{!}}x
 +
{{!}}x
 +
{{!}}x
 
{{!}}-
 
{{!}}-
 
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Accepted'''
 
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Accepted'''
−
{{!}} style="width: 934.953px;" data-mce-style="width: 934.953px;"{{!}}Number of visitors who accepted an engagement invitation. These visitors are a subset of those to whom {{MINTYDOCSPRODUCT}} offered an engagement. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance#WebActionsMetricsEx|display text=Progression of web actions metrics.}}
+
{{!}}x
 +
{{!}}x
 +
{{!}}x
 +
{{!}}
 
{{!}}-
 
{{!}}-
 
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Started'''
 
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Started'''
−
{{!}} style="width: 934.953px;" data-mce-style="width: 934.953px;"{{!}}Number of visitors for whom a chat session started successfully. These visitors are a subset of those who have accepted an engagement invitation. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance#WebActionsMetricsEx|display text=Progression of web actions metrics.}}
+
{{!}}x
 +
{{!}}x
 +
{{!}}
 +
{{!}}
 
{{!}}-
 
{{!}}-
 
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Engaged'''
 
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Engaged'''
−
{{!}} style="width: 934.953px;" data-mce-style="width: 934.953px;"{{!}}Number of visitors for whom an agent connected to the chat. These visitors are a subset of those who have accepted an engagement invitation and the web chat started successfully. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance#WebActionsMetricsEx|display text=Progression of web actions metrics.}}
+
{{!}}x
 +
{{!}}x
 +
{{!}}
 +
{{!}}
 
{{!}}-
 
{{!}}-
 
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Rejected'''
 
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Rejected'''
−
{{!}} style="width: 934.953px;" data-mce-style="width: 934.953px;"{{!}}Number of visitors who dismissed or rejected an engagement invitation. These visitors are a subset of those to whom {{MINTYDOCSPRODUCT}} offered an engagement.
+
{{!}}x
 +
{{!}}x
 +
{{!}}x
 +
{{!}}x
 
{{!}}-
 
{{!}}-
 
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Errored'''
 
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Errored'''
−
{{!}} style="width: 934.953px;" data-mce-style="width: 934.953px;"{{!}}Number of visitors who experienced an error while being offered an engagement. This can happen before or after a chat is offered.
+
{{!}}x
 +
{{!}}x
 +
{{!}}x
 +
{{!}}x
 
{{!}}-
 
{{!}}-
−
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Timed out'''
+
{{!}}'''Web Actions Timed Out'''
−
{{!}} style="width: 934.953px;" data-mce-style="width: 934.953px;"{{!}}Number of times the action map's offer to chat timed out before the visitor either accepted or rejected it.
+
{{!}}
 +
{{!}}
 +
{{!}}
 +
{{!}}
 +
{{!}}-
 +
{{!}}'''Web Actions Abandoned'''
 +
{{!}}x
 +
{{!}}x
 +
{{!}}
 +
{{!}}
 +
{{!}}-
 +
{{!}}'''Web Actions Outside Schedule'''
 +
{{!}}x
 +
{{!}}x
 +
{{!}}
 +
{{!}}
 
{{!}}}
 
{{!}}}
−
|fullwidth=No
+
For more information about the metric definitions, see:
−
|Status=No
+
 
−
}}{{Section
+
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Monitor_web_chat_performance|display text=Web chats}}
−
|sectionHeading=Progression of web actions metrics
+
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Monitor_web_messaging_performance|display text=Web messaging}}
−
|Type=Structured
+
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=MonitorContentOffers|display text=Content offers}}
−
|anchor=WebActionsMetricsEx
+
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=MonitorArchFlows|display text=Architect flows}}
−
|alignment=Horizontal
 
−
|image=ChatActionsFlow.png
 
−
|gif=No
 
−
|structuredtext=This illustration shows when {{MINTYDOCSPRODUCT}} updates web actions metrics after extending a chat offer to a visitor.
 
−
|fullwidth=No
 
−
|Status=No
 
−
}}{{Section
 
−
|sectionHeading=View Action Map Performance reports
 
−
|Type=Structured
 
−
|alignment=Horizontal
 
−
|image=ActionMapCardsPEPC.png
 
−
|gif=No
 
−
|structuredtext=#Click '''Admin'''.
 
−
#Under '''Altocloud''', click '''Action Map Performance'''.
 
−
#A card appears for each action map. Card details indicate:
 
−
#*What triggers the action map: a segment or an event
 
−
#*Whether the action map is active or not
 
−
#To see the performance report for an action map, click its card.
 
−
|fullwidth=No
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Configure the Action Map Performance report
+
|sectionHeading=View report details
−
|Type=Structured
+
|anchor=ViewDetails
−
|anchor=ConfigureReport
 
−
|alignment=Horizontal
 
−
|image=ActionMapPerfConfigPEPC.png
 
−
|gif=No
 
−
|structuredtext=#To select the time period for the report, click the '''Start''' and '''End''' boxes.
 
−
#To indicate whether you want to see hourly or daily results, select the '''Granularity''' option. For more information, see {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Analytics_data#Granularity|display text=Granularity.}}
 
−
#To turn on or off a metric, click its name.
 
−
|fullwidth=No
 
−
|Status=No
 
−
}}{{Section
 
−
|sectionHeading=See details
 
−
|Type=Structured
 
 
|alignment=Horizontal
 
|alignment=Horizontal
 +
|Media=Image
 
|image=ActionMapPerfDetailsPEPC.png
 
|image=ActionMapPerfDetailsPEPC.png
−
|gif=No
+
|structuredtext=To view details, rest your mouse on a point on the report.
−
|structuredtext=#To see details, hover over a point on the report.
 
−
|fullwidth=No
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Export the Action Map Performance report
+
|sectionHeading=Reporting discrepancies
−
|Type=Structured
+
|alignment=Vertical
−
|alignment=Horizontal
+
|structuredtext=Following are possible reasons for discrepancies between qualified and offered web engagements (web chat, web messaging, content offer):
−
|image=AMPExport.png
 
−
|gif=No
 
−
|structuredtext=You can export a CSV (comma-separate value) file that contains the details of the Action Map Performance report.
 
  
−
#{{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Action_Map_Performance#ConfigureReport|display text=Configure the report}} so that it displays the data you want.
+
*URL conditions specified but not met
−
#Click the report's menu.
+
*Another action map qualified and offered a web engagement
−
#Click '''Download CSV'''.<br />
+
*No agents available
−
#The system downloads the report to your local Downloads folder.
+
*Cannot answer chats within the service level
−
 
+
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Schedules|display text=Outside of business hours}}
−
===About time values in exported reports===
+
*Visitor left your website
−
When you export a Visitor Activity report, the name of the exported file includes from- and to- timestamps in the standard ISO-8601 format (mmhhddmmyyyy).
+
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_settings|display text=Frequency capping}}
−
 
 
−
If you import the CSV file into Excel, use the following formula to convert the ISO-8601 time formatted-cell to the Date type:
 
−
 
 
−
'''=DATEVALUE(MID(A1,1,10))+TIMEVALUE(MID(A1,12,8))"'''
 
−
 
 
−
(A1 represents the cell location of the first ISO-8601 time formatted cell in the Excel worksheet.)
 
−
|fullwidth=No
 
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Latest revision as of 10:15, July 21, 2022

This topic is part of the manual Genesys Predictive Engagement Administrator's Guide for version Current of Genesys Predictive Engagement.

Learn how to see when and how visitors interact with a specific action map.

Prerequisites

About action map reports

Action Map reports display metrics about the effectiveness of your action maps. For example, you see details such as when the action map triggered and how visitors responded to its engagement offer. For more information about the specific metrics available, see Action Map report metrics.

For more information about the availability of the data in this report, see About analytics data.

View action map reports

In Admin in Genesys Cloud CX, open the Action Map Report. A card appears for each action map.

Card details indicate:

  • What triggers the action map: a segment or an event
  • Whether the action map is active
To see the performance report for an action map, click its card.

Configure an action map report

  1. Select the date range for the report.
  2. Indicate whether you want to see hourly or daily results. For more information, see Granularity.
  3. To turn on or off a metric, click its name.

Export an action map report

You can export the details of an Action Map report to a CSV (comma-separate value) file. Configure the report so that it displays the data that you want and then download the file. The report downloads to your local Downloads folder.

About time values in exported reports

When you export a Visitor Activity report, the name of the exported file includes from- and to- timestamps in the standard ISO-8601 format (mmhhddmmyyyy).

If you import the CSV file into Excel, use the following formula to convert the ISO-8601 time formatted-cell to the Date type:

=DATEVALUE(MID(A1,1,10))+TIMEVALUE(MID(A1,12,8))"

(A1 represents the cell location of the first ISO-8601 time formatted cell in the Excel worksheet.)

Action map report metrics

Action Map reports display metrics for the time period that you select.

Not all states are applicable to all action map types. For example, content offers, web chat offers, and web messaging offers could share some states. However, content offers and web messaging offers only use a subset of the states.

Metric Web chats Web messaging Content offers Architect flow actions
Web Actions Qualified x x x x
Web Actions Offered x x x x
Web Actions Accepted x x x
Web Actions Started x x
Web Actions Engaged x x
Web Actions Rejected x x x x
Web Actions Errored x x x x
Web Actions Timed Out
Web Actions Abandoned x x
Web Actions Outside Schedule x x

For more information about the metric definitions, see:

View report details

To view details, rest your mouse on a point on the report.

Reporting discrepancies

Following are possible reasons for discrepancies between qualified and offered web engagements (web chat, web messaging, content offer):

  • URL conditions specified but not met
  • Another action map qualified and offered a web engagement
  • No agents available
  • Cannot answer chats within the service level
  • Outside of business hours
  • Visitor left your website
  • Frequency capping
Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/Action_Map_Performance (2024-05-04 21:12:42)"
Comments or questions about this documentation? Contact us for support!