Skip to main content

Adding more tracking time periods for contact policies

Introduction

Suppression rules determine when and for how long an action or group of actions can be shown to a customer. These rules put an action on hold after a specific number of outcomes are recorded for some or all channels. Learn how to use suppression rules to track customer behavior for time periods that you define.

Video

Transcript

This demo illustrates how to add more time periods to contact policies to allow customer behavior tracking for periods other than the default 7 or 30 days.

U+, a retail bank, is using the Pega Customer Decision Hub™ to display marketing offers to customers on its website.

Currently, U+ Bank displays multiple credit card offers to each customer who logs in to the website. For example, if customer Troy logs in to his accounts page, the Standard card and Rewards card offers are displayed based on eligibility criteria defined by the business. If Troy clicks on the banner and then returns to his accounts page, the same set of offers is still displayed.

Displayed credit card offers

 

The bank does not want to show the same offer to customers who have clicked on it three times in the last 14 days.

This is the Pega Customer Decision Hub portal. Navigate to Next-Best-Action Designer to create a new contact policy to track customer responses for a period of 14 days. Notice that by default, responses are tracked for a period of 7 or 30 days.

The values in this drop-down come from an artifact called Field Values in Pega. These are a set of valid values for a field displayed in the application. In this case, these values represent the existing IH Summary rules.

You must now add an additional tracking period of 14 days based on your business requirement.

For this, you need to create a new Interaction History Summary rule that determines a customer’s responses over a 14-day period. The easiest way to do this is by creating a copy of an existing rule, such as “Action Outcomes for the past 7 Days”. Modify the rule to aggregate the customer responses over 14 days.

New Interaction History Summary

Then, create a copy of an existing field value. This will represent the newly created IH Summary rule in a selection list that will be presented to the user when they create the new contact policy.

New field value

The CheckSpecificChannelLimits decision strategy is used to implement the contact policies. This strategy takes into account the number of responses from customers and suppresses Actions based on the contact policy configuration. It also checks the contact policy threshold for specific channels, such as web, email, or SMS. It is a sub-strategy of the BehavioralLimits strategy.

CheckSpecificChannelLimits decision strategy

Now, let’s see how to extend the strategy to incorporate the new tracking period. First, add an Interaction History Summary component to retrieve the customer’s interactions with the company over the past 14 days. This IH Summary component must include the IH Summary rule to track the customer’s responses over the 14-day period.

Add Interaction History Summary component

Then, add a Group By component to calculate the sum of customer responses for a particular Issue/Group as received from the IH Summary component.

Add Group By component

 

Add Group By component to flow

Next, add a Data Join component to join the data received from the IH Summary component to the strategy. That is, the data from the IH Summary component is referred to and used in the strategy via the Data Join component.

Add Data Join component

 

Add Data Join component to flow

Then, add a Group-level Data Join component to join the data received from the Group By component to the strategy. That is, the data from the Group By component is referred to and used in the strategy via the Data Join component.

Add Group-level Data Join component

Then, add a Filter component to filter Action-level outcomes for a particular channel.

Add Filter component to filter Action-level outcomes
Add Filter component to flow

Finally, add a Filter component to filter Group-level outcomes for all channels.

Filter properties
Add filter to flow

The extended strategy must look like this.

Extended strategy

Now you must extend the CheckAllChannelLimits strategy in the exact same way. This strategy checks the contact policy threshold for all channels. It is a sub-strategy of the BehavioralLimits strategy.

Extended CheckAllChannelLimits

Now, navigate to Next-Best-Action Designer to verify that the new tracking time period for the contact policy is available.

Verify that new tracking time period is available

This demo has concluded. What did it show you?

  • How to use an IH Summary rule to track time periods in a contact policy.
  • How to extend the strategy for a specific channel to add a new tracking time period.
  • How to extend the strategy for all channels to add a new tracking time period.
  • How to use the new tracking time period in Next-Best-Action Designer.

This Topic is available in the following Module:

If you are having problems with your training, please review the Pega Academy Support FAQs.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega Academy has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice