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Configuring a recurring schedule for Next-Best-Action

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Configure a recurring schedule for running Next-Best-Action. The outbound schedule is a multilevel campaign which initiates any outbound actions, for example, campaigns or audience updates on external advertising platforms.

This schedule applies across all issues and groups in your business hierarchy, and uses your top level customer context. If you want to define a schedule specific to a different context, or a particular issue or group, see step 8.
  1. In the Channels tab of the Next-Best-Action Designer, in the Primary schedule > Recurrence section, set up a recurring schedule, start date, and end date for outbound Next-Best-Action.

  2. To select the starting population, in the Outbound schedule Starting population section, click Configure.

    The starting population for Next-Best-Action is based on the top level customer context. For more information about configuring segments, see Defining customer audiences with customer segments. In the current version of Pega Customer Decision Hub, prospect segments cannot be used as starting populations for Next-Best-Action.
  3. To specify the number of times that an action can be offered to a group of customers, in the Volume constraint section, click Configure. For more information about volume constraints, see Avoiding overexposure of actions with volume constraints.

  4. Click Save.

    The outbound schedule configuration is created in Draft mode.
  5. To review and adjust the outbound schedule, click Actions Open outbound schedule . This opens the underlying multi-channel campaign strategy.

  6. To launch the outbound schedule, click Actions Run .

    The Run action is only available after you configure the schedule.
  7. To suspend an active outbound schedule, click Actions Suspend .

  8. Optional:

    In addition to the primary schedule defined for your main customer context, you can define secondary schedules to run your marketing operations for different customer contexts.

    1. In the Channels tab of the Next-Best-Action Designer, click Actions Add schedule .

    2. In the new Additional schedule section, in the Issue / Group list, select the issue and group or groups to which the schedule applies.

      As a best practice, you should launch all outbound actions at the top level of your Next-Best-Action Designer hierarchy. However, if required, you can select specific issues and groups to define additional outbound schedules that run your marketing operations at different times for different levels of your business hierarchy.
    3. In the Context list, select the customer context that you want to target.

      For example, when targeting the customers at the account level, you might use a context like Household or Account, depending on the settings that you configured in the Context Dictionary.
    4. Select the starting population and optionally also the volume constraint, as described in steps 2 and 3.

After an outbound run is launched, you can click the Run details link to view details about the campaign data flow. If any errors occurred in the data flow, they are displayed on top of the Run details section. For easier troubleshooting, the Run details section also contains a link to the data flow work object. To open the data flow, click the flow ID in the Data flow run field, and then open the data flow from the data flow work object harness.
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