The Action Level Propensity strategy is responsible for applying an adaptive model for each action and calculating the propensity across eligible channels.
This strategy first evaluates the Evaluation Criteria settings (Default, Transactional or Mandatory) and then expands the number of actions by the number of active and eligible channels using the Create Eligible Channels strategy.
Transactional or Mandatory actions do not require AI to determine their propensity, and so IsPredictionRequired will be set to false, otherwise it will be true.
The next step is to evaluate contact policies for outbound interactions using the Outbound Channel Limits strategy, so that actions for any channels where a contact policy limit has already been reached may be eliminated.
Actions are separated based on IsPredictionRequired, and if true are directed to the Predict Action Propensity Prediction strategy, and then to the Action Level Propensity Ext extension point sub-strategy.
Finally, the actions are divided into adaptive and non-adaptive streams based on the ApplyAnalytics action property, and the non-adaptive stream sets the propensity based on the action starting propensity, whereas for the adaptive stream these values are calculated by the Predict Action Propensity strategy.
- Expand Actions by Active Channels (Create Eligibile Channels) strategy
This strategy determines the active channels as specified in Next-Best-Action Designer, as well as the eligible channels designated on the treatment tab of the action. If the trigger is from an inbound channel, then only that specific channel is eligible and processed.
- Outbound Channel Limits strategy
This strategy determines the number of contacts allowed for each subject and channel, and for each subject over all channels, and sets these in the ContactChannelLimit and ContactAllChannelLimit SR properties respectively. These properties are used during arbitration to limit the number of actions being emitted.
- Predict Action Propensity prediction strategy
PredictActionPropensity is a prediction strategy that is accessible for modification from Prediction Studio.