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Issue: Actions are missing journey data

Cause: The action is not active

An action must be active in order to be included in the Next-Best-Action customer journey processing.

Solution: Check if the action is active

  1. Open the action for which the journey processing is intended.

  2. Navigate to the Details tab of the rule.

  3. Click Check out .

  4. Set the Availability field to Always or Within a defined time period,and then set a date and time range that is applicable for processing.

  5. Click Save, and then Check in.

Cause: The action does not have an association with a journey and stage

To be processed as part of a customer journey, at least one journey and stage needs to be associated with the action.

Solution: Check if the actions are associated with the journey and stage

  1. Open the action for which the journey processing is intended.

  2. Navigate to the Engagement policy tab of the rule.

  3. Click Check out .

  4. Add the intended journey and stage combination by clicking the Add customer journey stage, and then select values from the drop-down list. You can add more than one journey and stage combination to the action.

  5. Click Save, and then click Check in.

Cause: JourneyActions Decision Data Rule is misconfigured

The associations between an action and a journey-stage are backed by the JourneyActions decision data rule. If this rule does not exist in the default destination ruleset, or it has not been updated with the desired journey-stage association, the action will not be included in the customer journey processing.

Solution: Check the JourneyActions DDR configuration

  1. Open the JourneyActions decision data rule in the default destination ruleset.

  2. Navigate to the Data tab of the rule.

  3. Search through the list of associations to find the Name and Description of the expected action. If it is not there, the association was not made correctly. See the second scenario to add the association by using the action rule.

  4. If the action Name link is there, open the Clipboard by using the link in the footer.

  5. Expand the RH_1 page on the left side of the Clipboard.

  6. Expand the sub-page pxPage and then the pxResults sub-page .

  7. Find the pxResults page that matches the association by index and click on it.

  8. In the panel on the right side, the value for pyName should match the action name.

  9. The values for pyJourney and pyStage should match those associated with the action rule, as well as the journey configuration on the Engagement policy tab of Next-Best-Action Designer.

  10. If the values are all correct, there may be a different reason why there is no data for the action in the journey. If any of these values are not correct, then the intended association was not made correctly. See the second scenario to add the association by using the action rule.

Cause: Decision Data Rules are missing form fields

The Decision Data Rules (DDR) for actions in the journey stage configuration may not have pyJourney and pyStage defined as part of their form fields. To process interactions for actions associated with a specified journey and stage, the DDR for the group that contains that action must include pyJourney and pyStage as form fields.

Solution: Check if the DDRs have pyJourney and pyStage form fields configured

  1. Open the DDR that shares the name of the group in which the relevant journey-associated action is included.

    If an action is in the Sales group, search for and open the Sales DDR.
  2. Navigate to the Form tab of the rule.

  3. Click Check out.

  4. Add form fields for the pyJourney and pyStage properties.

  5. Click Save, and then click Check in.

  6. Repeat this process for any groups that contain at least one action associated with a journey.

    If all other criteria passed, the next applicable action-based interaction should appear as expected.

Cause: Treatment configuration

The action may not have been processed over the expected channel. The metrics displayed in the Journey Visualizer overlay are driven by a specific set of outcomes, based on the name of the channel.

The following table lists the metrics displayed based on the shipped channels:

Metric Channels
Impression count All channels
Click Through rate (Outbound) Email, SMS
Click Through rate (Inbound) CallCenter, Microsite, Web
Conversion rate (Outbound) Email, SMS
Conversion rate (Inbound) CallCenter, Microsite, Web
Volume All other channels
Clicked count All other channels

Solution: Use an action

  1. Open the action for which journey processing is intended.

  2. Navigate to the Treatments tab.

  3. Click Check out.

  4. If the intended channel does not have a treatment defined in the list, add one or more treatments using the Add channel button.

    If none exist, you can create a treatment from the selector by clicking Create.
  5. Click Apply on the selector when all the treatments have been selected for that channel.

  6. If the intended channel has at least one treatment defined in the list, ensure that the channel is enabled for the action by turning on the Channel switch.

  7. Click Save, and then click Check in.

Solution: Use Next-Best-Action Designer

  1. In Next-Best-Action Designer , click Channels.

  2. Locate the desired channel from the list of available channels. If the Channel switch is toggled to the left, the channel is not enabled. In this case, click Edit, and then turn on the Channel switch.

  3. Click the Save button.

Cause: Contact Policy suppression

Contact policies may be suppressing actions. Contact policies provide a mechanism for controlling and restricting how many times a customer is contacted in accordance with corporate or regulatory guidelines. If the action is being suppressed, it will not be included in customer journey processing. For more information regarding Contact policies, see Setting constraints, contact policy limits, and controls.

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