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Treatments and channels

Updated on September 15, 2022

The Treatments & Channels strategy first checks if treatment processing is enabled based on the Channel treatment processing real-time control setting in the Handle Treatment Processing Switch rule. If treatment processing is disabled, actions are not joined with their associated treatments, and treatment level analytics and other processes are bypassed.

Pega Customer Decision Hub

If Treatment Processing is enabled, a Switch rule selects whether to prepare outbound or inbound channels prior to treatment-level scoring (only a single direction will be processed at a time).

The TreatmentsChannels strategy
Note: Test mode logic has been included to retain any actions excluded by treatment processing (for example, if a treatment has been made inactive) when executed in test mode.

Channel Treatment Eligibility

A new feature from version 8.6 onwards is the introduction of treatment eligibility rules, which are implemented through Proposition Filters.

Each of the individual outbound and inbound channel strategies calls a separate sub-strategy to evaluate these. The sub-strategies are generated by Next-Best-Action Designer based on the context dictionary configuration and cannot be modified.

Channel Treatment Eligibility

The embedded context sub-strategies have input conditions that ensure that the filters are only executed for the current contact and context.

  • Outbound Channels

    The Outbound Channels sub-strategy links actions with the treatments for all of the outbound channels; a separate sub-strategy is called for each of Email, SMS, Push, Paid, Assisted and Other (custom channels).

  • Inbound Channels

    The InboundChannels sub-strategy links actions with the treatments for all of the inbound channels; a separate sub-strategy is called for each of Web, Mobile, Assisted (Call Center and Retail), and Other (custom channels).

  • Treatment-level scoring strategy

    The TreatmentLevelPropensity strategy is responsible for applying an adaptive model for each treatment and calculating the propensity across eligible channels.

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