@DarsshniT16892476

Currently 'how to use' is defined as:

Standard outcome definitions and usage

Actions are managed automatically in two ways:

• By Pega Customer Decision Hub, for example, Pending outbound emails.
• By using Pega Customer Decision Hub API services, for example, UPlusCard web treatment Accepted.

When managing actions by using the API, out-of-the-box outcomes summarized below should be used to ensure that all Pega Customer Decision Hub features work as designed.

 

MaybeLater

This outcome represents a scenario where a customer expresses interest in an action but does not have time to engage with it immediately. This outcome can be used to upweight the same action so that the next time the customer interacts with the system, they receive the same action to which they said, Maybe Later.

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Saving for later

You can pause the negotiation process at any point and resume it later by clicking Save for later.

Pega Customer Decision Hub saves negotiation actions to the Interaction History with an outcome of MaybeLater for reporting and learning purposes.

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In previous versions of Pega Customer Decision Hub, you had to manually update the ArbitrationInfluencers DDR to ensure that Pega Customer Decision Hub upweights a particular action based on customer preferences during recent interactions. In Pega Customer Decision Hub™ version 8.8 you can configure arbitration influencers in Next-Best-Action Designer, so that you do not have to manually update the ArbitrationInfluencers DDR. To continue to use the arbitration influencers capability, rebase the ArbitrationInfluencers DDR.

1. In Dev Studio, go to Records explorer.
2. In the Decision menu, click Decision Data.
3. Search for ArbitrationInfluencers.
4. If the ArbitrationInfluencers DDR is a part of your implementation ruleset, delete it.
5. Go to Next-Best-Action Designer > Arbitration.
6. In the Business levers section, configure the Outcome weighting values according to your business objectives.

   For example, the figure below shows how to configure outcome weighting if you want to upweight an action when a customer saves a particular action. This configuration makes sure that actions that are saved with the MaybeLater outcome and belong to the CallCenter channel will be given the highest propensity for the next one day, and the propensity gradually decreases and comes back to its original value after one day.

 Please can you use the 'Feedback' button on the documentation in order to highlight what information you feel is lacking?

I will let other users who may be using this scenario to comment further once they find your post on the forum.