To understand the performance of hundreds of live actions in Pega Customer Decision Hub, Action Performance Tracker provides an operational view of action-related key performance indicators (KPIs), so you can monitor active actions for changes in customer engagement activity, catch important trends that require business attention (for example, a decline in accept rate), and ensure that new actions receive enough exposure.
You can access the Action Performance landing page in Pega Customer Decision Hub by clickingin the navigation pane. The default view shows the last 2 weeks of data in daily granularity, covering all active treatments, actions, groups, and issues, across all channels. The default view shows aggregate data for the following out-of-the-box KPIs for the selected scope:
- For outbound channels, the Sends column shows how many treatments have been sent by outbound rounds (for example, the total number of email or SMS messages).
- Presents the total number of impressions, that is, for outbound channels, this column shows the total number of messages opened (for example, email or SMS), and for inbound channels, the column shows either views (for example, self-service web or mobile channels), or actions presented (for example, call center or retail assisted channels), or both.
- Click/Accept rate
- Shows the total number of clicks for digital channels (for example, on an email or web page ad). For human-assisted channels, this column shows the total accept rate (for example, during call center customer interactions).
When comparing multiple items, click the arrow next to the date in the Date field to see how the data compares across a selected period for each of the issues. Clicking on the aggregate number of sends or impressions opens a detail overlay, with a chart showing how the KPI is distributed across the selected scope. Hovering over a segment provides more detailed data. You can view up to 10 items at once.
- Operational KPIs
Operational insights can give the Next-Best-Action Operations team and stakeholders the confidence that actions are performing as expected, and the possibility to identify trends and anomalies that require attention. Moreover, the possibility of filtering and comparing current and past data ensures forwards- and backwards-looking transparency.