Monitoring enables you to test both your existing engagement configurations and any use cases you have in development, in real-time, providing you with instant insight into how those configurations are functioning. This lets you check that MXO is listening to the correct customer activity, capturing the correct customer data and displaying the correct personalized content to customers.

Monitoring lets you view a number of data points, for individual customers, to help you understand what is happening in MXO as you test your existing engagement configurations and new use cases across your Touchpoints.

Monitoring translates customer events on your Touchpoints into MXO interactions, activities and other data, giving you an in-depth view of how your configurations are performing.

The details displayed on the Monitor page provide you with information about the activities or events triggered by a customer for a given use case or configuration, how those customer events are reflected in MXO , and the data available for that customer.

You can use the monitoring functionality to:

• Test customer use cases in development. You may, for example, want to check that Attribute Capture Points capture the correct information or that Eligibility Rules ensure the correct optimization is shown to customers.
• Enhance your understanding of MXO. During initial training and roll-out, for example, monitoring can help you gain an understanding of what is happening in MXO as you set up your first engagement configurations.
• Gain insight into what MXO knows about a customer. You can view what MXO already knows about a customer and see how that information is updated as MXO learns more about them. For example, as they visit other pages on your website or speak to an agent in your call center.
• View the data available for decisioning. You can view all the information MXO currently holds for a customer through Data Structures or available Data Adapters. Knowing what information is available can help you fine-tune your Eligibility Rules to target a customer with more relevant information.
• Test and troubleshoot individual use cases when unexpected outcomes occur. You may, for example, want to find out why an optimization is not being shown to an eligible customer or an Asset is not displayed as expected.

For more information about Monitoring, see an Introduction to Monitoring.