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Issue: Journey actions not available in the Next-Best-Action strategy framework output

Cause: DDR entries are not correctly stored

Ensure that the necessary DDR entries have been correctly stored.

Solution: Check the JourneyActions and JourneyStages Decision Data Rules

  1. Open the JourneyStages Decision Data Rule in the default destination ruleset.

  2. Find an entry for the journey stage with the format [JourneyName]/[StageName].

  3. Locate the entry for the stage that you want to check on the clipboard, by navigating to the corresponding entry in the RH_1.pxPage.pxResults() list.

    Make a note of the values of ModelName, pyJourney, and pyStage – you will use these to compare with the entries in JourneyActions.
    ModelName should always be NBA.
  4. Check the action which has been associated in the JourneyActions DDR, by searching for the correct entry in the RH_1.pxPage.pxResults() list, and find the values of ModelName, pyJourney, pyStage, pyName, pyIssue, and pyGroup.

  5. The first three values must exactly match the entry in JourneyStages for the association to be considered valid.

Cause: Inactive actions are being filtered out

Inactive actions will always be filtered out by the strategy framework.

Solution: Check that the action is active in the system

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

  2. Click the Details tab of the rule.

  3. Click Check out .

  4. Check the value of Availability to confirm whether the action is active.

  5. Click Save, and then click Check in.

Cause: Engagement policies conflict with user data

Remember that engagement policies are applied from the most broad to most specific context. Confirm that the defined engagement policies are not in conflict with your defined user data.

Solution: Check that engagement policies and contact policies are not filtering the action out

    Policies are applied in this order:

  1. The All groups engagement policies in Next-Best-Action Designer.

  2. The Group-level engagement policies in Next-Best-Action Designer.

  3. The Action-level engagement policies on the action rule form.

Cause: Constraints are restricting output

Solution: Check that constraints are not restricting output on the given channel for the user

  1. In the navigation pane of Pega Customer Decision Hub, click Next-Best-Action Designer .

  2. Click Constraints.

  3. Analyze the Customer contact limits section to confirm that the customer has not already reached their communication limit on the expected channel.

Cause: Entry criteria for a customer journey stage are too restrictive

Solution: Check whether the entry criteria for the customer journey stage are not too restrictive

  1. In the navigation pane of Pega Customer Decision Hub, click Next-Best-Action Designer .

  2. Click Engagement Policy.

  3. Select the customer journey that you want to check from the Business structure section.

  4. On the specific stage, click the More icon.

  5. Choose View entry criteria.

  6. Analyze the criteria and make sure that they are not too restrictive.

Check that the entry criteria for subsequent journey stages are not too permissive

Similarly to the previous scenario, review whether the entry criteria for later stages will allow the user data to be considered for that stage. The strategy framework, within a specific journey, will try to place users in the latest stage for which they are eligible. That means, they may begin the journey midway through your defined stages if the entry criteria are too permissive for later stages. A common misconfiguration is to have very permissive entry criteria on the final stage of the journey, which will mean that users automatically end up at the end of the journey first.

Check that the action has treatments associated with it

If outbound treatment processing is enabled, the action needs to have treatments associated with it to be considered for output. The value for outbound treatment processing can be checked by clicking the Properties icon in the header of Next-Best-Action Designer. See the following figure for reference:

Channel treatment processing enabled in Next-Best-Action
                                Designer

Check whether outbound model maturity is enabled

If the action or environment is relatively new, check whether outbound model maturity has been enabled. This can prevent new actions from being output by the strategy framework for the majority of customers, until the model has matured. For more information about model maturity, see Model learning for new actions.

The value of outbound model maturity can be checked by clicking the Properties icon in the header of Next-Best-Action Designer. As in the following figure:

Outbound model maturity enabled in Next-Best-Action Designer

Confirm whether the journey actions are being correctly output by Next-Best-Action Designer

For container service invocations, in order to proceed with the interactions that are being recorded, the journey action that you expect must be returned as the first ranked result (that is, the top result) for the subject ID for which the action results are being requested. Other actions may be weighted or ranked higher than your journey actions. Review your journey action weighting and propensities to see if they need to be manually adjusted.

For outbound scheduled runs, the journey actions should be included in the batch output results.

In both cases, the results should include the appropriate data for pyChannel, pyJourney and pyStage. If there is a mismatch between these values and what is stored in the JourneyStages, JourneyActions, or ChannelSettings DDRs, the journey's interaction data will not be correctly captured.

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