Content Comparison

Capabilities rolling out in May 2021

Journey Orchestration

Template Screen

Service Cost

Templates can now have a Service Cost assigned to them. Journey Orchestration allows you to create Rules that provide optimised CX decisions. In tandem Control Groups and Conversion Rules allow us to understand how effective a specific Rule is in meeting your brands Business Goals.
What needs to be factored into any measure of success is the cost of running that Rule.

To simplify this process we have created the Service Cost attribute for each template. We define “Service Cost” as any cost you as a company bear each time that Rule and the Tiles within it run. Simple examples include:

• Rule sends an email – Company bears cost of email

• Rule sends an SMS message - Company bears cost of SMS

• Rule looks up details from third party integration – Company bears lookup cost

• Rules provides optimised scripts for the Call centre – Company bears cost of Calls and these differ based on the script used.

These costs should be included when working out the success of a Rule and with the addition of Service Cost they now can be. They can be added as CPM or Flat Rate and will show as Flat Rate in each template once uploaded.

Rules Screen

Parameters

The Parameters screens in Journey Orchestration now include a search function allowing the user to easily see similar parameters next to each other, allowing easy comparison and educated adjustment.

Operational Reporting - Service Cost

Operational Reporting now allows you to see the Service Cost of a Rule over three timescales so you can assess ongoing costs generated by a Rule.

Rule Designer

Sequence Number and Step added to the Logging screen

Sequence Number (unique reference for the call into Journey Orchestration) and Step (Underlying plugin causing the log) are now shown in the Logging Screen not just in the logging download.

Insert a Tile between to existing tiles

You can now insert a Tile between two existing Tiles in a Rule.

Copy Rule to new Target

As you develop your Rules you will copy them between Production, Test and Development as part of your testing process. Previously Rules could only be copied to other Targets from the Rules Screen. You are now able to do this through a new Copyto function on the Rule Designer ribbon bar.

Data Grid Upload and Download

Previously Data Grid Upload and download functionality was only available in the Rules screen. This is now available in the Data Grid screen in Rule Designer.

Rule changed Indicator

As users make changes to their Rules it’s easy to forget the last time you saved the changes. If you are testing in another screen you may see results that appear odd because your changes have not been saved. Rule Designer now has an indicator that highlights changes have been made but the Rule has not been saved. Where changes have been made and not saved an asterisk is prepended to the Rule name.

Where no changes have been made to the Rule the save button is now disabled.

Improvements to Template Upgrade proccess

Previously on Template upgrade you had the options of Keep Existing values or Overwrite from newer values.

Now when you choose to upgrade you are offered three upgrade options:

Keep Existing Values - Existing

Any existing values will be maintained. The new Template will not receive any new default values.

Overwrite from newer version - Existing

Removes the current Template and fully replaces it with the new version. Any changed values in the Rule version will be lost as all the Defaults for the Live Template will be applied.

Merge values from exiting and newer version

This will identify any existing values and these will be retained. Any new values found in the updated version will be merged with these.

Cache Information Reports

Easily Filter by CXID

When you are testing your Rules you need to be certain that they are creating or using the correct information. Journey Orchestration creates a lot of information that you may want to examine. In many cases Journey Orchestration uses the CXID as the key.

As the CXID can be obscured from a user, it can be difficult to view the required information. To make this process easier the user can add a known Channelagentid into the keyfield. It will now lookup the CXID linked to this Channelagentid and provide this in the CXID field. Clicking on the CXID radio button will then filter the fields below by this CXID. This should allow our customers to easily find information linked to this commonly used key.

Navigation and look and feel

We have made comprehensive changes to our CX product to allow our users to use it in a more natural and expansive manner.

Almost all screens have been updated to our new style. Our navigation now supports multiple browser sessions at once. You can right click to open a new browser session with complimentary screens in front of you improving ease of use and speed of creation.

Home Screen

Rules

Template Screen

Right clicking on the rules now provides access to an appropriate menu. Right clicking on the opions in the menu allow these to be opened in new browser sessions.

Rules Screen

Right clicking on the rules now provides access to an appropriate menu. Right clicking on the opions in the menu allow these to be opened in new browser sessions. With this new functionality in place we have removed the previous way to access the menu to provide more space for the columns.

We have also moved the URL and and status change functionality into the right click menu. This functionality is useful but it does not require visibility for the user at all times and the right click menu allows it to still be a single click away.

Rule Designer

Cache Information Reports

Public Templates

Get CXID - Control Groups

For each Rule, Initiative and Business Goal it is important to measure the impact they have on your customers decisions. In some cases asking for feedback will provide answers, but this feedback can prove difficult to quantify. You need a measure that can be simply and consistently gathered and is readily comparable over time.

To provide this in Alterian CX the Opportunity Matrix allows the creation of Control Groups.

Control Groups are set at a Rule level by the CXID, but are turned on at an Initiative level in the Opportunity Matrix.

Changes in this release now allow a Control Group to have a Test Iteration and a Control Group Lifespan as optional features.

Test Iteration

Where significant changes are made to a Rule, the previous results gathered for that Rule are no longer relevant when measuring current success. The Get CXID Public Template in each Rule now allows the setting of a “Test Iteration”. Test Iterations are optional, they restart the Control Group for this specific rule. Anyone who was in the Control Group for the previous Test Iteration is removed from the Control Group. Everyone who is exposed to the Rule moving forwards is retested to see if they should now fall into the Control Group for the new Test Iteration.

Control Group Lifespan

By default, individuals remain within a Control Group for 180 days. After this they are automatically removed. This Control Group lifespan can be changed on a Rule by Rule basis by changing the Control Group Lifespan Parameter within the Get CXID within each Rule. This parameter is based on days to remain in the Control Group and will apply to those individuals added to the Control Group after the change is made.

Read CXID deprecated

With the new Cache Information Reports the requirement for the Read CXID public template has diminished.

We have deprecated this public template to standardise the process to obtain information from the cache into the Cache Information Reports. 

Moving forward when you are looking at Control groups the information can be gathered by using the process below.

 How to effectively use the Cache Information Reports

Opportunity Matrix

Rule Health

Rule Health now shows against the Rules in the Opportunity Matrix.

Idealised Journey

Mapping Steps to Rules

Global Parameters

Previously business goals could be applied to a Global Parameter. This is no longer suported so the Business Goal Column has been removed. Business Goals are now set in the Opportunities screen.

Opportunities

The Opportunity Matrix has been renamed Opportunities.

Idealised Journey

Journey Analytics

Journey Visualisation

Save a Journey Visualisation to a New Homepage

Journey Visualisations can now be saved to be recalled as required, and the new Homepage is now a list of available saved configurations. These saved items can be private or public and also allow the ability to save a Prediction Sankey. It should be noted that this process saves the configuration of the Journey Visualisation and not the data, so a saved “Last 7 Days” flow will always be the Last 7 days and not the data at point of save.

New Journey Visualisation UI

This release sees a new intuitive UI released for the Journey Visualisation. To give more space for the Journey Flow, we have moved the Visitor Statistics to their own tab along with the Distribution and Relationship displays. The Client/Table/Key selection is now in a single selectable list and filter options are now displayed rather than being hidden by a single Filter option along with more intuitive options for width and depth.

New Path Prediction Option

Once a model has been trained and saved, it ca then be sued to predict next steps. The new UI now has a single click option to prepare the Journey Flow for prediction and perform the prediction process.

Enhanced Side by Sade Functionality

This feature has been enhanced to allow the analyst to decide if the second or third Journeys are placed before or after the existing, and can now be new, duplicate or drawn from the library of saved Journey Visualisations.

Horizontal Scroll Bar

When wanting to view Journey Flow’s with a high width value or when using the side-by-side feature, a new scroll bar has been introduced to avoid reducing Location seizes too small, giving better readability on this high level Journey Flow views.

Conversation Quota Usage Report

As Alterian CX tracks Visitors through their journey or serves content, this deducts “Conversations£” from a License. a new series of Reports have been created to allow the monitoring of the annual quota for early view of potential overages. These repots give a view of weekly and monthly usage along with an annual burn up chart showing current use in relation to allocation.

Steps

DDE_Client, DDE_Target & DDE_Rule now available in all Rules

The Realtime input step previously allowed for the creation of DDE_Client, DDE_Target & DDE_Rule fields which are populated with the correct values when the rule is invoked.

As these fields are useful for all Rules these values are now automatically mapped if they are added as parameters with no changes to the RIS required.

Rules that already had DDE_Client, DDE_Target & DDE_Rule fields configured will work as before.

Fixes

Known Issues

Report Issue

To report an issue with the application not detailed here, please contact Technical Support. Please use our Service Desk to report issues.