Monitoring action performance

With the Action Performance feature, you can monitor and understand the performance of live Actions in Pega Customer Decision Hub™. This tool provides an operational view of key performance indicators (KPIs) so that you can track customer engagement, identify trends, and ensure that new Actions receive adequate exposure. Action alerts notify you of significant performance changes, while advanced filters and detailed data help you to optimize marketing strategies and maintain transparency.

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Transcript

This video shows you how to understand the performance of hundreds of live Actions in Pega Customer Decision Hub. Action Performance provides an operational view of action-related KPIs, so you can monitor active actions for changes in customer engagement activity, catch important trends that require business attention, such as a decline in accept rate, and ensure that new Actions receive enough exposure.

Action Performance includes multiple views that you can use to analyze your Actions from different viewpoints. You can review Action Performance by Always-on Actions, One-time Actions, Top Actions, Bottom Actions, Action Placement, and Action Analysis. Each view displays results based on the corresponding KPIs. You can also filter the results by scope, timeframe, Channel and audience.

The Action alerts feature in Pega Customer Decision Hub triggers notifications when an algorithm detects significant changes in Action performance, such as unusual impressions or click/accept rates, or low daily impressions for new Actions.

The algorithm monitors performance at the Channel and treatment levels. Notifications for established Actions include the date, reason, issue, group, Action, and affected KPI. For new Actions, the system triggers alerts when impressions are below a set number. Clicking an alert opens the Action Performance page with prepopulated data. A banner at the top highlights details of the detected performance change.

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Transcript

This video helps you to analyze Action Performance of Always-on Actions. You can also access the Action Performance landing page in Customer Decision Hub by clicking Discovery > Action Performance in the navigation pane. The default view shows the last two weeks of data in daily granularity, covering all active treatments, one-time Actions, Always-on Actions, groups, and issues, across all Channels.

Data can be presented for up to 15 months, depending on how you filter the data. You can filter the data by Timeframe, Scope, and Channels.

All filters are active for the duration of the Action Performance session. After removing or adding a filter, click Apply to refresh the page.

The default view shows aggregate data for the following out-of-the-box KPIs, such as treatments that have been sent in outbound rounds, total number of impressions for inbound Channels, and the Click/Accept rate on offers for the selected scope:

When viewing a single item, such as an issue, hovering over a single bar in a graph provides data for that issue.

If you select more issues, the bars have gradations so that you can visually break down the data into different selections. The section at the bottom shows a detailed data sheet for each issue within the selected scope.

When comparing multiple items, click the arrow next to the date to see how the data compares across a selected period for each of the issues. Clicking on the aggregate number of sends or impressions opens a detail overlay, with a chart showing how the KPI is distributed across the selected scope. Hovering over a segment provides more detailed data. You can view up to 10 items at once.

Operational KPIs provide insights that give the Next-Best-Action operations team and stakeholders the confidence that Actions are performing as expected, and the possibility to identify trends and anomalies that require attention. Filtering and comparing current and past data ensures transparency.

In the Action Performance Tracker, you can apply the Advanced filters option to the data. By selecting the Key Audience filter, you can narrow down the data to a specific Key Audience segment that you created on the Segments landing page.

After selecting a Key Audience, the numbers and graphs that are displayed on the Action Performance Tracker landing page are specific to that Key Audience.

You can drill down into specific Actions to analyze how those particular groups or Actions engaged the selected Key Audience.

To automatically generate an offline Excel spreadsheet that contains the metrics for the selected timeframe, in the upper-right corner, click Export Excel file. The report retains Action Performance Tracker's filters, allowing you to inspect KPIs.

This demo has concluded. You have learned:

• How to understand and use the default view and KPIs.
• How to filter and compare data.
• How to use the Advanced filter and Key Audience selection.
• How to export data to an Excel file.

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Transcript

This video helps you to understand how to use Placements view on the Action Performance landing page to monitor the performance of Actions on their placements.

Placement is a specific location where an Action is presented on an Inbound Channel. For example, the web Channel includes placements such as Hero, Tile, and Header.

The Placements view in Pega Customer Decision Hub helps you to analyze the performance of Actions across placements. By using the key performance indicators (KPIs) you can evaluate Action placement and refine it to drive higher customer engagement.

Select the Placements view Action and use the available filters to see placement performance.

Select a specific timeframe to see how Action placements occur during that period. Use the Placement types field to specify the placement type that you want to review. You can select all, single, or multiple placement types according to your requirement. In the Scope field, select All issues to see collective placement performance across all issues, Issue to see performance for specific issues, Group for specific groups, or Action for individual Actions. Use the Channel filter to narrow results by a specific Channel. Use the Advanced filters option to see how Action placements perform for specific key Audience.

The result displays a heat diagram that maps placement types across scope.

Three KPIs measure placement effectiveness. Impressions refer to the number of times Actions were shown in a placement. Clicks/Accepts refers to the number of positive customer responses to Actions in a placement. Click/Accept rate refers to the total number of clicks (for digital Channels, including outbound email and SMS messages and inbound self-service Channels such as web and mobile), and accepts (for assisted inbound Channels such as call center and retail), as a percentage of the total number of impressions in the respective Channels.

You can see a table that represents the combined results of all the KPIs. Now, change the filters and see the Action placement performance for individual groups or Actions.

In this scenario, Actions in the credit cards group perform better in a carousel than in a sidebar placement.

Similarly, adjust the filters and analyze Action placements to align with your business priorities.

This demo has concluded. You have learned:

• About the Placement view in Action Performance.
• How to analyze Action Placements.