Question
Cognizant Technology Solutions
GB
Last activity: 26 Feb 2024 9:22 EST
Progress across different channels in Customer Journey
Hi ,
We have configured Customer Journey in our setup ( Pega 8.8.2) and can record the Actions in each of the Stages. However there is no line of progress either in the same channel from one stage to another or across Channels . We have Accepted/ Clicked some relevant Actions from first stage so that we can record the progress to next stage in different Channels but there is simply no evidence of progress .
Can someone please advice what else is needed apart from Journey and Journey Stage (Offer Name/Interaction ID etc. details are already there ) information in response when we are Accepting this offers to make this work.
***Edited by Moderator Rupashree to add Capability tags***
Pegasystems Inc.
GB
@SanBan To record progress from one stage to another in different channels, you need to ensure that there is an event for when a customer's eligibility changes. That event would then trigger an interaction that could be processed by the journey. The journey infrastructure assesses user interactions and determines their applicability for each active journey. Once that interaction has been mapped to a specific Stage, Step, and Channel for a journey, that interaction will not be processed again. Therefore, the customer cannot progress in the journey until a new interaction occurs. That interaction may be a response to an offer associated with a journey, or some other interaction defined on your system that is specially designed to interact with journeys.
⚠ This is a GenAI-powered tool. All generated answers require validation against the provided references.
Not able to save Pega 7.3 Customer Journey; not able to activate it. Message: No
Creating an entry criteria strategy for customer journeys > 6 Test the customer journey
Defining and creating a Customer Journey > 3 Create and define entry criteria for journey stages
@SanBan To record progress from one stage to another in different channels, you need to ensure that there is an event for when a customer's eligibility changes. That event would then trigger an interaction that could be processed by the journey. The journey infrastructure assesses user interactions and determines their applicability for each active journey. Once that interaction has been mapped to a specific Stage, Step, and Channel for a journey, that interaction will not be processed again. Therefore, the customer cannot progress in the journey until a new interaction occurs. That interaction may be a response to an offer associated with a journey, or some other interaction defined on your system that is specially designed to interact with journeys.
⚠ This is a GenAI-powered tool. All generated answers require validation against the provided references.
Not able to save Pega 7.3 Customer Journey; not able to activate it. Message: No
Creating an entry criteria strategy for customer journeys > 6 Test the customer journey
Defining and creating a Customer Journey > 3 Create and define entry criteria for journey stages
Pega Customer Journeys > Transcript