Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Investigating customers without actions

Updated on September 15, 2022

Gain actionable insights through Value Finder by investigating the policies that customers are not passing across groups and issues, which leaves them without actions. Consider updating some policies to provide more customers with relevant actions.

Add your findings to the value summary to calculate the potential increase of customers with at least one action that you can achieve by loosening the policy criteria. The value summary report is automatically attached to the simulation case. You can save the report in a PDF file and share it with your stakeholders for consideration.

This procedure applies to Value Finder recommendations for customers without actions, which you can view at the bottom of the Value Finder landing page after you run a new simulation or display the results of a saved simulation:

Recommendations for customers with no actions
Recommendations for customers without actions include loosening eligibility and suitability criteria.
Important: Data set-based Value Finder simulations that were created from the Simulation Testing landing page do not support the policy analysis that is described in this procedure. Such simulations are based on strategy results loaded from a data set, typically created using data from another environment. This data is isolated from the Next-Best-Action Designer strategy framework in your system, which is why you cannot use the no-action recommendations in such simulations to investigate the underlying policies.
Pega Customer Decision Hub
  1. Log in to the Pega Customer Decision Hub portal.
  2. In the navigation pane of the Pega Customer Decision Hub portal, click DiscoveryValue Finder.
  3. Run a new simulation or display the results of a saved simulation.
    For more information, see Running Value Finder simulations.
  4. In the Recommendations section, click a recommendation for customers with no actions.
    Result: Value Finder displays the details a preconfigured simulation to investigate which policies customers are not passing across groups and actions.
  5. Click Start simulation.
    Result: When the simulation is completed, the results are presented on two tabs:
    Group policies
    Shows the impact of group policies.
    All issues / All groups
    Shows the impact of all issues / all group policies.
    First-level analysis
    2026 customers are left with no actions after eligibility. 405 customers do not pass the policy related to the Sales issue and Deposit Accounts group.

    At the top of the page, Value Finder displays how many customers are left with no actions after the policy criteria are applied and what percentage of all customers this group represents. In this example, we have 2026 customers without actions, who make 20.3% of all customers in the audience. Out of these 2026 customers, 405 do not pass the policies in the Sales / DepositAccounts group.

  6. In the Issue / Group column, select an issue or group to view a breakdown of the policies that are preventing these customers from receiving actions.
    Result: The results cover engagement policies at all levels:
    • All issues and all groups policies
    • Group policies
    • Action-level policies
    Second-level analysis
    The policies listed are All issues / All groups, group policies, senior checking, and free checking.
  7. In the Engagement policies column, click a policy that you want to investigate further.
  8. Review the engagement policies and consider which criteria might be too restrictive.
    Result: Certain criteria might be reasonable and necessary, and you might want to keep them, for example, a restriction to provide credit card offers only to active customers or to customers who are 18 years old or over. Other criteria might be too restrictive, for example, a high income limit. You can save individual findings for further consideration by adding them to the value summary.
    Third-level analysis
  9. To add a finding to the value summary report, click Add to Value summary.
    Result: The Value summary field in the upper-right corner of the Value Finder landing page reflects the following changes:
    • The number of engagement policies in the summary increases by one.
    • There is an uptick in the number that represents the potential increase of customers with at least one action.
    Value summary field
    The value summary shows a 2% potential increase of customers with at least one action.
  10. To review the complete value summary, click Value summary.
    Result: The value summary shows the individual insights that you saved and the value potential of addressing each issue. You can remove policies from the summary as needed.
  11. To download all insights value summary, perform one of the following actions:
    • To download all insights, click Download as .pdf in the upper-right corner of the Value summary window.
    • To download an individual insight, click Download as .pdf in that insight's section.
What to do next: Share the value summary with your stakeholders for their consideration. For example, you can attach the value summary PDF to a 1:1 Operations Manager change request so that the business operations team can assess and prioritize it as part of their planning cycle.
    • Previous topic Defining the relevant action setting
    • Next topic Analyzing customer group descriptions to create more relevant actions or treatments

    Have a question? Get answers now.

    Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

    Did you find this content helpful?

    Want to help us improve this content?

    We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

    Close Deprecation Notice
    Contact us