Action maps report

AI-generated summary

Genesys Cloud's Action Maps report provides comprehensive insights into visitor interactions and tracks whether desired outcomes are achieved through detailed performance metrics and blocking analysis. The platform displays key performance indicators including qualification counts, blocked instances, offers, acceptances, engagements, rejections, and outcome achievements, along with Active status and modification dates. Blocking occurs when visitors don't meet page URL conditions or when the system prevents offers due to multiple factors: SLA throttling at queue capacity, existing higher-priority offers, unavailable agents, reached frequency caps, or unmet action time periods. The platform implements SLA throttling to prevent overload, prioritizes multiple qualified actions, routes agents to available queues, and limits offer frequency through capping mechanisms. The Blocked Actions report feature identifies why qualified actions fail to be offered, displaying two key metrics: Sessions (number of sessions where blocking occurred) and Count (total blocking instances). Common blocking reasons include page URL mismatches, SLA throttle activation, existing customer offers, future-scheduled offers not set to 'Immediately,' higher-priority action qualification, agent unavailability, and frequency cap violations. Users access reports by creating an action map, navigating to Action Map Reporting, and clicking the Blocked column hyperlink. Column totals may not match qualified action counts due to multiple simultaneous blocking reasons. Journey Action Maps reporting tracks web action performance through metrics including Offered (number of times actions were presented), Accepted (visitor acceptance rate), Engaged (agent interactions with web chat/messaging), Rejected, and Outcomes Achieved. The view displays Active status and last Updated date for each action map. Additionally, Genesys Cloud is deprecating ACD Web Chat v2 and ending Predictive Engagement support for legacy web chat versions, encouraging migration to Web Messaging and Messenger platforms

Feature deprecation: Genesys will no longer support ACD Web Chat v2, which is available to customers via all its corresponding Chat Widget versions. This is further to the deprecation of ACD Web Chat v1, which was announced earlier. As a result, Predictive Engagement will also end support for these legacy web chat versions. For more information, see Deprecation: . All existing customers are encouraged to migrate to Web Messaging and Messenger.

View action map report

To learn how visitors interacted with a specific action map and whether the outcome of the action map was achieved, click Create Action Map menu option, and then click the Action Map Reporting can be found here menu option.

Entity	Description
Name	Action map name.
Type	Type of web action associated to the action map, such as web chat or content offer.
Qualified	Number of times that the action map qualified to offer a web action to visitors.
Blocked	Number of times that an action map qualified, but did not offer a web action to the visitors. A web action could be blocked temporarily or permanently. Therefore, the sum of the offered and the blocked actions may not be equal to the number of qualified actions. To view the reasons for a blocked action, see Blocked offers.
Offered	Number of times that the action map offered a web action to visitors.
Offered %	Percent of qualified action maps that offered a web action (Offered / Qualified).
Accepted	Number of times that visitors accepted the action map’s web action.
Accepted %	Percent of web actions that visitors accepted (Accepted / Offered).
Engaged	Number of times that agents engaged with a web chat or web messaging.
Engaged %	Percent of web chat or web messaging engagements that visitors accepted (Engaged / Accepted).
Rejected	Number of times that visitors rejected the action map’s web action.
Outcomes	Number of outcomes that have achievements because of the action map.
Outcomes Achieved	Number of times that the outcome associated to the action map was achieved.
Active	Indicates whether the action map is active and ready to trigger on your website.
Updated	Date the action map was last modified.

For more information about Journey Action Maps Summary view, see the in the Genesys Cloud CX Resource Center.

Blocked offers

Typically, when the an action are met, the action is offered to the website visitor. However, all actions that qualify may not offered. These actions are called Blocked offers. The blocked status of an action could be a temporary or a permanent state.

Note: Since the state of a blocked action is likely to change, the number specified in the Blocked Actions column is not fixed. Therefore, the sum of the columns may not entirely match the number specified in the qualified actions column.

To see the blocked actions in an action map and to determine the reasons, do the following:

Click Create Action Map.
Click the Action Map Reporting can be found here.
In the Blocked column of the action map you want to analyze, click the hyperlink. The Blocked Actions report appears.

Reasons a qualified action is not offered

The Blocked Actions report lists the reasons for the qualified action not being offered. Next to each reason the action is blocked, the following details appear:

Sessions – The number of sessions during which the action is blocked. If an action is blocked multiple times during a single session, the session number is retained at one.
Count – The number of times an action is blocked. For example, if an action was blocked 30 times during a single session, the count number is 30.

Reason	Description
Page URL condition	The action map did not meet the page URL filters specified in the action map. For more information, see Define an action map’s triggers.
SLA throttle	The queue was saturated to capacity which prevented the action being offered. For more information, see How throttling works.
Existing offer	An offer had already been rolled out to the customer at the time the action map qualified.
Future offer	The action map specifies the future time period for the action to be offered and the action is not set to ‘Immediately’. For more information, see web chat activation time and duration, content offer activation time and duration, and Architect flow activation time and duration.
Multiple offers	The customer qualified for more than one action and received an offer in another action with a higher priority than this action. If all action maps have the same priority, the actions are offered in no particular order. For more information, see Prioritize an action map.
No agents	The action map specifies that the action be offered only upon agent availability. For more information, see Route an action map to an agent queue.
Frequency cap	The visitor qualifies for and receives an offer on another action map. For more information, see frequency capping settings.

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