Question
Adqura
IN
Last activity: 21 Jan 2025 21:56 EST
Can a journey have 2 instances .
Can a journey have 2 instance , if yes
what happen When a single journey is active with multiple instances for the same customer (e.g., due to two separate bookings), and the customer is in different stages of those instances, the actions presented by Pega Customer Decision Hub (CDH).
HCA Healthcare
US
@Shaik Kabeer Yes, a journey in Pega CDH can have multiple instances for the same customer if the business case permits it, such as when a customer makes two separate bookings. When a customer has multiple active journey instances and is at different stages in each, CDH evaluates actions separately for each instance based on the context of that journey. The system uses the journey-specific data and the customer’s overall profile to determine the NBA for each instance. If conflicts arise, such as contradictory actions for the same customer, CDH's prioritization rules and arbitration framework resolve them based on criteria like eligibility, suitability, and priority. This ensures that the customer experience remains consistent and personalized across all journey instances.
Updated: 21 Jan 2025 3:00 EST
Adqura
IN
@Sairohith Thanks for your Response , As you said it is possible when I tested in my application , the new journey gets initiated but it is ignoring the previous booking and its journey , how to configure the journey that it should create two instances based on booking ID for a particular journey and should consider both the instances and pass both journey stage actions
HCA Healthcare
US
@Shaik Kabeer To configure a journey to handle multiple instances for the same customer based on booking ID, you need to ensure the journey's context uses booking ID as a unique identifier. This allows each instance to be created and tracked separately. Update the journey’s initiation logic to trigger a new instance for each unique booking ID while retaining existing instances. Ensure the data model supports storing and processing multiple journey instances per customer. In the journey configuration, modify stage transition and action evaluation rules to independently assess each instance based on its booking ID and progress. Configure the CDH to consider actions for all active instances of the journey, ensuring both instances are evaluated for next-best actions without overriding each other. Test thoroughly by simulating multiple bookings to confirm that both instances progress correctly and their corresponding actions are considered. Thanks