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Recording data to report on customers with no next best action

Updated on April 20, 2022

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:

ScenarioBehavior
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.
    • Previous topic Implementing the Create Pseudo Action strategy
    • Next topic Setting the result data required by Pega Next-Best-Action Advisor

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