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Configuring a recurring schedule for Next-Best-Action

Updated on August 4, 2022

Configure a recurring schedule for running Next-Best-Action using an audience that represents all customers and a daily schedule. The outbound schedule initiates any outbound actions, for example, campaigns or audience updates on external advertising platforms.

Pega Customer Decision Hub
Note: This schedule applies across all issues and groups in your business hierarchy, and uses the top level customer context. If you want to define a schedule specific to a different context, or a particular issue or group, see step 7.
  1. In the Channels tab of the Next-Best-Action Designer, in the Primary schedule > Recurrence section, set up a recurring schedule, start date, and end date for outbound Next-Best-Action.
  2. To select the starting population, in the Outbound scheduleStarting population section, click Configure.
    Note: The starting population for Next-Best-Action is based on the top level customer context. For more information about configuring segments, see Defining customer audiences with customer segments. In the current version of Pega Customer Decision Hub, prospect segments cannot be used as starting populations for Next-Best-Action.
  3. To apply constraints to actions and avoid overexposure, specify the number of times that an action can be offered to a group of customers, in the Volume constraint section, click Configure. For more information about volume constraints, see Avoiding overexposure of actions with volume constraints.
  4. Click Save.
    Note: To review and adjust the outbound schedule, click ActionsOpen outbound schedule. This opens the underlying multi-channel campaign strategy. This action is restricted to administrator-type operators.
    Result: The outbound schedule configuration is created in Draft mode.
  5. To launch the outbound schedule, click ActionsRun.
    The Run action is only available after you configure the schedule.
  6. To suspend an active outbound schedule, click ActionsSuspend.
  7. Optional: In addition to the primary schedule defined for your main customer context, you can define secondary schedules to run your marketing operations for different customer groups or contexts.
    1. In the Channels tab of the Next-Best-Action Designer, click ActionsAdd schedule.
    2. In the new Additional schedule section, in the Issue / Group list, select the issue and group or groups to which the schedule applies.
      Note: As a best practice, you should launch all outbound actions at the top level of your Next-Best-Action Designer hierarchy. However, if required, you can select specific issues and groups to define additional outbound schedules that run your marketing operations at different times for different levels of your business hierarchy.
    3. In the Context list, select the customer context that you want to target.
      For example: For example, when targeting the customers at the account level, you might use a context like Household or Account, depending on the settings that you configured in the Context Dictionary.
      Note: Choosing context other than top level customer context will result a warning, as using contexts below primary will impact engagement policies and might result in action failures.
    4. Select the starting population and optionally also the volume constraint, as described in steps 2 and 3.
Result: After an outbound run is launched, you can click the Run details link to view details about the campaign data flow. For more information about run details and scheduled runs, see Viewing Run Details and Run schedule.

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