Monitoring action performance

Action Performance enables you to monitor and understand the performance of live actions in Pega Customer Decision Hub™. This tool provides an operational view of key performance indicators (KPIs), enabling you to 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.

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.

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.

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 2 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.

You have reached the end of this video. What did it show you?

• How to access the Action Performance landing page in Customer Decision Hub.
• 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.