Exploring arbitration results with the Arbitration matrix
Use the Arbitration matrix provided by the Customer Profile Viewer to understand what types of actions would be presented to a customer right now. The Arbitration matrix enables you to explore the Next-Best-Action Strategy without needing to access the underlying strategy rules. Use the Arbitration matrix for debugging, or to understand which next best actions a customer will receive next.
Pega Customer Decision Hub
Getting started with the Arbitration matrix
The Customer Profile Viewer can be accessed by clicking Explore arbitration results on the Arbitration tab of Next-Best-Action Designer, or from the Reports menu in the top right corner of the Customer Decision Hub portal. You can find the customer whose next-best-action result you want to analyze by using several parameters. For more information, see Compliance inquiries and the Customer Profile Viewer.Viewing next-best-action results
To view the results, set the decision context, and then specify how you want to view the output. For more information about the available parameters, refer to the following table:
| Option | Description |
| Direction | Specify whether you want to view the results for inbound or outbound channels. |
| Issue/Group | Filter the results by selecting an specific issue and group, or all issues and all groups. |
| Channel | Select the channel for which you want to make a decision. |
| Real-time container | Select a real-time container associated with a next-best-action hierarchy level. |
| Context | Optional: Define the key and value for any contextual inputs. |
| Show all decision results | Choose one of the following options:
|
Exploring the decision results
Explore the detailed decision results by switching between different views to help explain why you are getting these results. The following views are available:
Explain prioritization
This is a detailed view of decision results, which allows you to apply different lenses or views on these results to answer specific questions.
| Property | Description |
| Issue | The issue of the action. |
| Group | The group of the action. |
| Name | The name of the action. |
| Treatment | The treatment name associated with the action. |
| Channel | The channel assigned to the treatment. |
| Final propensity | The model propensity after applying Thompson sampling, or random propensity for actions in the model control group. |
| Total context weight | The value of all inbound context upweighting, calculated by using the following
formula: |
| Value | The business value (either monetary or importance), as defined for the action |
| Total lever weight | The sum of all weighting defined for the action, and any issue, group, and journey upweighting. |
| Priority | The final priority score that is used to rank actions by priority, calculated
by using the following formula: |
| Rank | The final ranking order of the action based on priority. |
| Results | Passed or Filtered indicates whether the action would be presented to the customer, or filtered out by the strategy framework. |
Explain propensity
This view provides more details on the different factors that went into calculating the propensity score.
| Property | Description |
| Issue | The issue of the action. |
| Group | The group of the action. |
| Name | The name of the action. |
| Treatment | The treatment name associated with the action. |
| Channel | The channel assigned to the treatment. |
| Model control group | Indicates if the customer has been assigned to the random propensity control group. |
| Model evidence | The number of customer responses that feed into the model. The higher the evidence, the more mature the model. |
| Model positives | The number of positive responses received by this model. |
| Original model propensity | The model propensity as output by the model. |
| Rank | The final ranking order of the action based on priority. |
| Results | Passed or Filtered indicates whether the action would be presented to the customer, or filtered out by the strategy framework. |
Explain weighting
This view provides a breakdown of the individual weights that make up the total lever weighting.
| Property | Description |
| Issue | The issue of the action. |
| Group | The group of the action. |
| Name | The name of the action. |
| Treatment | The treatment name associated with the action. |
| Channel | The channel assigned to the treatment. |
| Total context weight | The value of all Inbound context upweighting, calculated by using the following
formula: |
| Context weight details | Displays the Key and Value pairs and upweighting for each context. |
| Business purpose weight (Issue) | Displays the issue-level upweighting. |
| Business purpose weight (Group) | Displays the group-level upweighting. |
| Action weight | Displays the action-level upweighting. |
| Q&A weight | Displays any upweighting applied as a result of question-and-answer context information. |
| Journey weight | Display any upweighting applied based on the journey stage. |
| Outcome weight | Displays any updating applied due to a previous customer response. |
| Total lever weight | The sum of weights and the value displayed in the Explain prioritization view. |
| Rank | The final ranking order of the action based on priority. |
| Results | Passed or Filtered indicates whether the action would be presented to the customer, or filtered out by the strategy framework. |
Explain filtering by feature
This view identifies which part of the strategy framework would filter out this action. Use the Show all decision results option to see which actions would be filtered out by the strategy framework, and where.
| Property | Description |
| Issue | The issue of the action. |
| Group | The group of the action. |
| Name | The name of the action. |
| Treatment | The treatment name associated with the action. |
| Channel | The channel assigned to the treatment. |
| Excluded by Journey stage | Indicates if the action is filtered out because the customer is not in the corresponding journey stage. |
| Suppressed by contact policy | Indicates if the action is filtered out because the customer has exceeded a contact policy and the action is being suppressed. |
| No active channel | The treatment channel is not currently active on the Channels tab in Next-Best-Action Designer. |
| No active treatment | The treatment channel is disabled on the Treatment tab of the action. |
| Excluded by model maturity | Indicates if the action is filtered out because the AI model associated with this action is not yet considered mature, so it is limited to only 2% of the population. |
| Excluded by propensity threshold | Indicates if the action is filtered out because the customer propensity does not meet the minimum defined threshold. |
| Excluded by priority threshold | Indicates if the action is filtered out because the customer priority does not meet the minimum defined threshold. |
| Invalid bundle | The action is part of an invalid bundle, whether the parent action does not have any child bundle members, or the child bundle member does not have a parent action. |
| Redirected to primary contact | The action will be redirected to the authorized contact on the account, so it is not relevant for this individual. |
| Not top primary contact | There are multiple authorized contacts on the account, and this individual will not receive the action. |
| Action limit exceeded | This action was filtered out by a FinalActionLimits entry for this channel. |
| No available treatment placement | This setting is applicable to inbound channels only. Indicates if the action is filtered out because there was no requested placement slot to fill. |
| Outbound limit exceeded | Indicates if the action is filtered out because the customer has already exceeded the number of allowed outbound communications. |
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