Recording data to report on customers with no next best action
Starting in version 8.7, the next-best-action functionality can identify various scenarios where no next best action is available for customers. In that case, a NoAction record is not shown in the Next-Best-Action widget, but is recorded in the customer's interaction history.
Pega Customer Decision Hub
Pega Next-Best-Action Advisor supports the following scenarios:
| Scenario | Behavior |
| The customer has a profile in Pega Customer Decision Hub, and the Next-Best-Action strategy has selected an action for the customer. | The selected action is stored in the customer's interaction history. The values for AccountID and SubscriptionID are populated. |
| The customer has a profile in Pega Customer Decision Hub, but does not qualify for any offers. As a result, the Next-Best-Action strategy has not selected any actions for the customer. | A NoAction record is stored in the customer's interaction history. The values for AccountID and SubscriptionID are populated. |
| The customer does not have a profile in Pega Customer Decision Hub. | A NoAction record is stored in the interaction history. The values for AccountID and SubscriptionID are not populated. |
| The customer has a profile in Pega Customer Decision Hub, but the Next-Best-Action strategy has not selected any actions for the customer due to an error. | A NoAction record is stored in the interaction history. The values for AccountID and SubscriptionID are not populated. |
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