Difference between revisions of "ATC/Current/AdminGuide/Action Map Performance"
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|Context=Learn how to see when and how users interact with a specific action map. | |Context=Learn how to see when and how users interact with a specific action map. | ||
|Prereq='''Prerequisites''' | |Prereq='''Prerequisites''' | ||
| − | * [https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in PureCloud:] | + | |
| − | ** '''Journey '''> ''' Report''' > '''View''' permission | + | *[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in PureCloud:] |
| − | ** '''Journey '''>''' Action Map '''> '''View''' permission (to see action maps in the report) | + | **'''Journey '''> ''' Report''' > '''View''' permission |
| + | **'''Journey '''>''' Action Map '''> '''View''' permission (to see action maps in the report) | ||
|Section={{Section | |Section={{Section | ||
|sectionHeading=About the Action Map Performance reports | |sectionHeading=About the Action Map Performance reports | ||
| Line 77: | Line 78: | ||
|image=ActionMapCardsPEPC.png | |image=ActionMapCardsPEPC.png | ||
|gif=No | |gif=No | ||
| − | |structuredtext=# Click '''Admin'''. | + | |structuredtext=#Click '''Admin'''. |
| − | # Under '''Altocloud''', click '''Action Map Performance'''. | + | #Under '''Altocloud''', click '''Action Map Performance'''. |
| − | # A card appears for each action map. Card details indicate: | + | #A card appears for each action map. Card details indicate: |
| − | #* What triggers the action map: a segment or an event | + | #*What triggers the action map: a segment or an event |
| − | #* Whether the action map is active or not | + | #*Whether the action map is active or not |
| − | # To see the performance report for an action map, click its card. | + | #To see the performance report for an action map, click its card. |
|fullwidth=No | |fullwidth=No | ||
|Status=No | |Status=No | ||
| Line 92: | Line 93: | ||
|image=ActionMapPerfConfigPEPC.png | |image=ActionMapPerfConfigPEPC.png | ||
|gif=No | |gif=No | ||
| − | |structuredtext=# To select the time period for the report, click the '''Start''' and '''End''' boxes. | + | |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 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. | + | #To turn on or off a metric, click its name. |
|fullwidth=No | |fullwidth=No | ||
|Status=No | |Status=No | ||
| Line 103: | Line 104: | ||
|image=ActionMapPerfDetailsPEPC.png | |image=ActionMapPerfDetailsPEPC.png | ||
|gif=No | |gif=No | ||
| − | |structuredtext=# To see details, hover over a point on the report. | + | |structuredtext=#To see details, hover over a point on the report. |
|fullwidth=No | |fullwidth=No | ||
|Status=No | |Status=No | ||
| Line 113: | Line 114: | ||
|gif=No | |gif=No | ||
|structuredtext=You can export a CSV (comma-separate value) file that contains the details of the Action Map Performance report. | |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. | + | |
| − | # Click the report's menu. | + | #{{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Action_Map_Performance#ConfigureReport|display text=Configure the report}} so that it displays the data you want. |
| − | # Click '''Download CSV'''.<br /> | + | #Click the report's menu. |
| − | # The system downloads the report to your local Downloads folder. | + | #Click '''Download CSV'''.<br /> |
| + | #The system downloads the report to your local Downloads folder. | ||
===About time values in exported reports=== | ===About time values in exported reports=== | ||
Revision as of 16:02, December 10, 2019
This topic is part of the manual Genesys Predictive Engagement Administrator's Guide for version Current of Genesys Predictive Engagement.
Contents
Learn how to see when and how users interact with a specific action map.
Prerequisites
- Configure the following permissions in PureCloud:
- Journey > Report > View permission
- Journey > Action Map > View permission (to see action maps in the report)
About the Action Map Performance reports
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 Action Map Performance report metrics.
For more information about the availability of the data in this report, see About analytics data.Action Map Performance report metrics
The Action Map Performance report shows the following metrics for an action map during the time period you select.
Important
If you are monitoring a webhook, see [[ATC/Current/AdminGuide/Monitor_webhooks|]] for an explanation of these metric definitions as they apply to webhooks. | Metric | Description |
| Web Actions Qualified | Number of visitors who matched a segment, activity, or outcome score that triggered the action map. |
| Web Actions Offered | Number of visitors to whom Genesys Predictive Engagement offered an engagement.
When a visitor qualifies for an action map, it does not necessarily mean that Genesys Predictive Engagement offers them an immediate engagement. For example,Genesys Predictive Engagement 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.Genesys Predictive Engagement also does not offer an engagement if there are no agents available. For more information, see Progression of web actions metrics. |
| Web Actions Accepted | Number of visitors who accepted an engagement invitation. These visitors are a subset of those to whom Genesys Predictive Engagement offered an engagement. For more information, see Progression of web actions metrics. |
| Web Actions Started | 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 Progression of web actions metrics. |
| Web Actions Engaged | 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 Progression of web actions metrics. |
| Web Actions Rejected | Number of visitors who dismissed or rejected an engagement invitation. These visitors are a subset of those to whom Genesys Predictive Engagement offered an engagement. |
| Web Actions Errored | Number of visitors who experienced an error while being offered an engagement. This can happen before or after a chat is offered. |
| Web Actions Timed out | Number of times the action map's offer to chat timed out before the visitor either accepted or rejected it. |
Progression of web actions metrics
This illustration shows when Genesys Predictive Engagement updates web actions metrics after extending a chat offer to a visitor.
View Action Map Performance reports
- 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.
Configure the Action Map Performance report
- 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 Granularity.
- To turn on or off a metric, click its name.
See details
- To see details, hover over a point on the report.
Export the Action Map Performance report
You can export a CSV (comma-separate value) file that contains the details of the Action Map Performance report.
- Configure the report so that it displays the data you want.
- Click the report's menu.
- Click Download CSV.
- The system downloads the report 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.)Comments or questions about this documentation? Contact us for support!