Table of Contents

Configuring the Interaction History report to show responses from actions offered to customers

Configuring the Proposition Distribution reports 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 the responses that each action receives, along with other relevant data.

  1. In the Pega Marketing portal, click Reports > Report Browser, as in the following figure:
    Accessing the Report Browser
    "Accessing the Report Browser"
    Accessing the Report Browser
  2. In the Public categories list, select Interaction History.
  3. Click the Interaction History report.
    The report shows the Interaction History records in the form of a table. By default, the report is filtered to only include results from the past 30 days.
  4. Click Edit report.
  5. To change the time frame for the report, for example, from monthly to weekly, in the Filtered by section, click Period, and then click Select values.
  6. To remove the columns which are not relevant for the report, click the Open menu icon by the column that you want to remove, and then click Delete, as in the following figure:
    Removing a column from the report
    "Removing a column from the report"
    Removing a column from the report
    Keep the following columns in the report:
    • Subject ID - The ID of the customer for whom the interaction was recorded.
    • Issue - The issue to which the action belongs.
    • Group - The group to which the action belongs.
    • Proposition name - The name of the action.
    • Channel - The channel where the interaction occurred.
    • Offered on - The date and time when the action was offered to the customer.
    • Outcome - The outcome recorded for the interaction, that is, whether the action was accepted, rejected, or is still pending.
    • Rank - The action rank. This value is determined by the configuration of the Next-Best-Action strategy.
  7. To rename a column header, click the Open menu icon by the column that you want to remove, and then click Heading, as in the following figure:
    Renaming a column
    "Renaming a column"
    Renaming a column
    Rename Subject ID to Customer ID, and Proposition name to Action name.
  8. Configure the report filters to exclude irrelevant results.
    For example, if your Next-Best-Action business structure includes an issue which represents service messages and regulatory communications, actions related to this issue should be excluded from the results of this report, as they do not represent your marketing portfolio items.
    1. In the Data Explorer section of the report, find the item which corresponds to the type of data that you want to filter out.
      For example, to find the Issue item, click More > Action Dimensions > Issue.
    2. Drag and drop the item into the Filtered by section of the report.
    3. Edit the filter settings, as in the following figure:
      Filtering out actions related to the Service issue
      "Filtering out actions related to the Service issue"
      Filtering out actions related to the Service issue
    4. Click Apply changes.
  9. Click Preview.
  10. Click Actions > Save as and enter a new name for the report, for example, Individual action performance.
  11. Click Done editing.
    The new report is now available in the Report Browser.
  12. 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 Pega Marketing.
    5. Click Submit.
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