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  • 1.  Predictive Engagement - Web messaging - Missing metrics

    Posted 08-09-2023 02:26
    No replies, thread closed.

    Hi,

    We have made a move from Web Chat to Web messaging and are now using Message flow and Digital bots to handle the interactions. We have defined new action maps in order to offer customers chats.

    The problem I see is that some data is missing (metric = - ) in the performance views with this new setup:

    Performance -> Journey Action Maps: Engaged, Outcomes and Outcomes Achieved Metrics

    Performance -> Journey Action Outcomes: Action Maps, Achieved w/Engagement and Outcome per Engagement Metric

    I have tried to pin down the problem but without luck.

    Can anyone give me a hint of what could be missing/incorrect?


    #DigitalChannels
    #Reporting/Analytics

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    Hampus Nygren
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  • 2.  RE: Predictive Engagement - Web messaging - Missing metrics

    Posted 08-11-2023 02:48
    No replies, thread closed.

    Hi again!

    Does this work for anyone? asking just to make sure I'm not trying to solve something which is unsolvable :)



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    Hampus Nygren
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  • 3.  RE: Predictive Engagement - Web messaging - Missing metrics

    Posted 08-16-2023 08:29
    No replies, thread closed.

    Hi @Hampus Nygren

    Thanks for reaching out. 
    My name is Roy, and I'm a Product Manager under the Genesys Predictive Engagement team. 

    Regarding the missing metrics:
    Journey Action Map Performance - 
    Engaged: Unfortunately Engagement metric is not available for Action Maps set with Web Messaging as its Action type. 
    Outcomes: Represents the number of different outcomes that have been achieved following an Action map. Unfortunately this metric is not populated for Web messenger. 
    Outcomes Achieved metric: Represents the total number of outcomes achievements following an Action Map engagement. Unfortunately this does not apply to Web messenger as well. 


    Journey Outcomes -
    Action Maps: Same as Outcomes metrics under Journey Action Map report - does not apply to Web Messenger.
    Achieved w/Engagement and Outcome per Engagement Metric: Since again, Web Messenger does not support Engaged status, these values would not be populated.

    We do have plans to enhance these metrics down the road. 
    Feel free to reach out if you have any additional questions. 

    Best regards,

    Roy Dotan



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    Roy Dotan
    Genesys - Employees
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    Original Message


  • 4.  RE: Predictive Engagement - Web messaging - Missing metrics

    Posted 08-16-2023 08:43
    No replies, thread closed.

    Hi @Roy Dotan!

    Thank you for clarifying this, but its kind of sad because these metrics added a lot of extra value when we used the old chat.

    I was reading the documentation which stated that these metrics should be available? 

    https://help.mypurecloud.com/articles/action-map-performance/

    https://help.mypurecloud.com/articles/monitor-web-messaging-performance/

    Do you have a rough estimate on how long we need to travel down the road before we could see these metrics in place?

    Kind regards!

    //Hampus



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    Hampus Nygren
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    Original Message


  • 5.  RE: Predictive Engagement - Web messaging - Missing metrics

    Posted 08-16-2023 13:34
    No replies, thread closed.

    Hello @Roy Dotan I have similar use case and honestly your response worries me.

    We  have been pushing (encouraged by Genesys) our customer to try Predictive Engagement to improve their lead engagement in landing sites. Obviosly web messaging is one of the main actions we proposed for this.

    As Hampus sated, the documentation makes it clear that we will be able to measure web messaging performance using these metrics.

    If they are not able to measure the value PE is providing they will probably want roll back their deployment for it, not to mention this also impacts their satisfaction towards Genesys Cloud as a whole.

    Is there at least a workaround we can use to measure success? What alternatives would you suggest for cases where the desired action is web messaging?



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    Marco Villaseñor
    Grupo Interastar S.A. de C.V.
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    Original Message


  • 6.  RE: Predictive Engagement - Web messaging - Missing metrics

    Posted 08-17-2023 03:42
    No replies, thread closed.

    Hi Hampus

    We have an App on AppFoundry called TrueEngage.  It's a multichannel widget for chat, callback, webcall with messenger and video coming soon.  It does not solve your problem, since for the moment we offer quite simple "engagement strategies" (attached picture)  and "targeting strategies" (attached picture).  However we are in the process of expanding our engagement capabilities and we would be super grateful for any user input, maybe we can deliver quite quickly.  So if you have time please schedule a meet with me.   



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    Aleksander Wiercinski
    Live Engage Sp. z o.o.
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