The Interaction History report provides detailed insights into individual interactions recorded in the Interaction History. This tutorial describes how to configure this report so that it shows the responses that each action receives, along with other relevant data.

1. In the Pega Customer Decision Hub portal, click ReportsReport Browser, as in the following figure:

   

   

2. In the Public categories list, select Interaction History.
3. Click the Interaction History report.
   The report shows the Interaction History records in the form of a table. By default, the report is filtered to only include results from the past 30 days.
4. Click Edit report.
5. To change the time frame for the report, for example, from monthly to weekly, in the Filtered by section, click Period, and then click Select values.
6. To remove the columns which are not relevant for the report, click the Open menu icon by the column that you want to remove, and then click Delete, as in the following figure:

   

   

   Tip: Keep the following columns in the report:

   Subject ID

   The ID of the customer for whom the interaction was recorded.

   Issue

   The issue to which the action belongs.

   Group

   The group to which the action belongs.

   Proposition name

   The name of the action.

   Channel

   The channel where the interaction occurred.

   Offered on

   The date and time when the action was offered to the customer.

   Outcome

   The outcome recorded for the interaction, that is, whether the action was accepted, rejected, or is still pending.

   Rank

   The action rank. This value is determined by the configuration of the Next-Best-Action strategy.

7. To rename a column header, click the Open menu icon by the column that you want to remove, and then click Heading, as in the following figure:

   

   

   Tip: Rename Subject ID to Customer ID, and Proposition name to Action name.
8. Configure the report filters to exclude irrelevant results.For example: If your Next-Best-Action business structure includes an issue that represents service messages and regulatory communications, actions related to this issue should be excluded from the results of this report, as they do not represent your marketing portfolio items.
   1. In the Data Explorer section of the report, find the item which corresponds to the type of data that you want to filter out.For example: To find the Issue item, click MoreAction DimensionsIssue.
   2. Drag and drop the item into the Filtered by section of the report.
   3. Edit the filter settings, as in the following figure:

      

      

   4. Click Apply changes.
9. Click Preview.
10. Click ActionsSave as, and then enter a new name for the report.For example: Individual action performance
11. Click Done editing.Result: The new report is now available in the Report Browser.
12. Optional: To automatically export the report results and send them out by email, schedule a recurring task.
    For more information see: Exporting reports