Actions Report

Actions pull all the Eligibility Rules, Assets, and locations of orchestrations together. This report looks at the rate of Actions being presented to your customer base and how they responded. product enables your brand to set up the following types of responses:

  • Positive. A customer has seen the Action and actively clicked on the Asset or call t action.
  • Neutral. A customer has seen the Action but not clicked on the Asset or call to action.
  • Negative. A customer has seen the Action and has activity clicked the call to action that represents No, thank you or Not interested. Negative capture is often used in Actions that are presented to service agents in a call center. These are often referred to as Next Best Actions. If the customer is not interested in the offer, the negative response is captured by the agent and can be used to suppress the action from being shown to that customer again on other channels.
Note: It is worth noting that tracking responses is optional. When looking at your reports it is important to be aware of which Actions have been configured to capture responses and which have not.

Actions - Main

Actions and Click Through Rates (CTR)

Quickly shows you the daily volume of actions being served across all your channels and Touchpoints. In addition, you can see the daily CTR as a percentage.

CTR is calculated as the Number of Unique Profiles who Positively clicked / Number of Total Actions served.

Actions - CTR

Action Insights

Breaks the level of engagement down by the different audience cohorts. You can start to see if the messages and optimizations that you provide are resonating at different levels with these behavioral cohorts. Some of your actions should be designed to target these different behavioral groups, others will be more generic in their approach. Look for differences in audience responses to these more generic orchestrations to see if you are driving any unexpected behaviors.

Actions - Insights

Actions by Touchpoints

Lets you see where your teams are delivering orchestrations to your customer base.

Actions - Touchpoints

Tip: Does this reflect the volumes of customers that interact with your brand? Compare this report with the data available on the Channels or Touchpoint reports. Should you consider updating your Actions to deliver their messages on more Channels, increasing your reach and engagement?

Optimization Point Volume

Breaks out the different location points where Actions are being delivered. In product, an Optimization Point is the location on a web page or an area in an app where your message is presented to a customer. A single Optimization Point can be used to serve one or many different Actions. This report shows the volumes of different locations where you are serving content to your customers.

Actions - OP