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Configuring the Interaction History report to rank accepted actions

Configuring the IH report is required to show how the business is performing.

The Interaction History report provides detailed insights into individual interactions recorded in the Interaction History. This tutorial describes how to configure this report so that it shows only actions with a positive response from the customer, ranked according to configuration of the Next-Best-Action strategy.

  1. In the Pega Customer Decision Hub or Pega Marketing portal, create the Individual action performance report, as described in Configuring the Interaction History report to show responses from action which are offered to customers.
  2. Edit the report which you created.
  3. To order the report by the rank of each action, click the Open menu icon by the Rank column, and then click Sort > Highest to lowest.
  4. Configure the report filters to only include the data for actions which were accepted by customers.
    1. Click the Open menu icon by the Outcome column, and then click Add filter.
    2. Enter the name of the outcome which corresponds to an action being accepted by the customer, as in the following figure:
      Filtering out rejected and pending actions
      "Filtering out rejected and pending actions"
      Filtering out rejected and pending actions
    3. Click Apply changes.
  5. Click Preview.
  6. Click Actions > Save as and enter a new name for the report, for example, Accepted actions by rank.
  7. Click Done editing.
    The new report is now available in the Report Browser.
  8. To automatically export the report results and send them out by email, schedule a reoccurring task.
    1. Click Take action on report, as in the following figure:
      The Take action on report icon
      "The Take action on report icon"
      The Take action on report icon
    2. Click Schedule.
    3. In the Task Scheduling section, configure when the report should be sent out, as in the following figure:
      Sample report schedule
      "Sample report schedule"
      Sample report schedule
    4. In the Task Output Processing section, select the file format and recipients for the report.
      You can only send the report to users who have operator accounts in the application.
    5. Click Submit.

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