Investigating customers without actions
Gain actionable insights through Value Finder by investigating the policies that customers are not passing across groups and issues, which leaves them without actions. Consider updating some policies to provide more customers with relevant actions.
Add your findings to the value summary to calculate the potential increase of customers with at least one action that you can achieve by loosening the policy criteria. The value summary report is automatically attached to the simulation case. You can save the report in a PDF file and share it with your stakeholders for consideration.
This procedure applies to Value Finder recommendations for customers without actions, which you can view at the bottom of the Value Finder landing page after you run a new simulation or display the results of a saved simulation:
- Log in to the Pega Customer Decision Hub portal.
- In the navigation pane of the Pega Customer Decision Hub portal, click .
- Run a new simulation or display the results of a saved simulation.For more information, see Running Value Finder simulations.
- In the Recommendations section, click a recommendation for customers with no actions.
- Click Start simulation.Result: When the simulation is completed, the results are presented on two tabs:
- Group policies
- Shows the impact of group policies.
- All issues / All groups
- Shows the impact of all issues / all group policies.
First-level analysis 
At the top of the page, Value Finder displays how many customers are left with no actions after the policy criteria are applied and what percentage of all customers this group represents. In this example, we have 2026 customers without actions, who make 20.3% of all customers in the audience. Out of these 2026 customers, 405 do not pass the policies in the Sales / DepositAccounts group.
- In the Issue / Group column, select an issue or group to
view a breakdown of the policies that are preventing these customers from
receiving actions.Result: The results cover engagement policies at all levels:
- All issues and all groups policies
- Group policies
- Action-level policies
Second-level analysis 
- In the Engagement policies column, click a policy that you want to investigate further.
- Review the engagement policies and consider which criteria might be too
restrictive.Result: Certain criteria might be reasonable and necessary, and you might want to keep them, for example, a restriction to provide credit card offers only to active customers or to customers who are 18 years old or over. Other criteria might be too restrictive, for example, a high income limit. You can save individual findings for further consideration by adding them to the value summary.
Third-level analysis 
- To add a finding to the value summary report, click Add to Value
summary.Result: The Value summary field in the upper-right corner of the Value Finder landing page reflects the following changes:
- The number of engagement policies in the summary increases by one.
- There is an uptick in the number that represents the potential increase of customers with at least one action.
Value summary field 
- To review the complete value summary, click Value summary.
- To download all insights value summary, perform one of the following
actions:
- To download all insights, click Download as .pdf in the upper-right corner of the Value summary window.
- To download an individual insight, click Download as .pdf in that insight's section.
Previous topic Defining the relevant action setting Next topic Analyzing customer group descriptions to create more relevant actions or treatments