This is executed separately for each context after the engagement polices have been evaluated for that context, and performs the majority of the work within Next-Best-Action Designer.

The strategy framework is shipped with Pega Customer Decision Hub and is managed by Next-Best-Action Designer. It comprises a top-level strategy called NBA Strategy Framework and a set of related sub-strategies, most of which are provided as is, but some are generated by Next-Best-Action Designer based on the Context Dictionary.

Note: For more information about the Context Dictionary, see Understanding multilevel decisioning and the Context Dictionary.

There are several extension points within the framework, and with the exception of these designated extension points, the framework strategies are not modifiable. To ensure updateability, avoid overtaking any part of the framework that is not a designated extension point. If you cannot implement the functionality you require using the extension points and feel that you need to overtake any part of the framework, please reach out to the Pega product team before doing so.

The figure below shows the whole of the top-level strategy framework. The following sections describe individual components of the framework in more detail.

• NBA Strategy framework components: External Input through to Constraints

  External input includes imported active actions that have already had individual group-level and All Group level engagement policies applied.

• NBA Strategy framework components: Action scoring through to control group handling

  This part of the Next-Best-Action strategy expands actions across active and eligible channels, applies the adaptive models, handles treatments and channels, and processes control groups.

• NBA Strategy framework components: Arbitrate through NBA Post-Process extension

  This is the last portion of the Next-Best-Action strategy framework and includes arbitration, followed by an option to use an alternate strategy (the NBA Kill Switch) and the final extension point NBA Post-Process Extension Point sub-strategy. The Channel Logic (Channel Processing) strategy no longer contains any functional components.

• NBA Strategy framework components: Final Action Limits and Bundling strategy

  This strategy applies Output Bundling options, action Communicate To (yield to parent etc.) options, Final Action Limits, Inbound and Outbound Channel Processing and Contact Policy Limits, after all other processing within the framework has completed and the separate context streams have been merged, but before exiting the Trigger strategy.

• Additional NBA Strategy framework components

  The following features in the Next-Best-Action Designer Framework are driven by Decision Data Rules (DDRs) which need to be configured directly by the user.

• NBA Strategy framework extension points

  The Next-Best-Action strategy has a number of predefined extension points that you can use to add your own business logic to the framework. For example, you can use extension points to apply additional contact policies, or adjust model propensities. For a list of available extension points, see below.