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What we are not able to understand is whether the interactions they were exposed to or the Journey they were on were beneficial for the user or influential for the to behaviour.
It may have been the most popular Journey path… but it may have been an appalling experience for those on the Journey path.What we need to meet this need is to provide our customers with going through it.
From a customer experience perspective you need to understand how your customers feel about your brand generally and how they feel about the interactions they have just had.
To help with this we provide a simple way to gather qualitative satisfaction information on the interactions and Journeys they experience. On a more macro scale understanding whether a customer / user is or isn’t an advocate will be very useful when deciding how to treat them and how to make your CX interactions better.
Read Category Access
Read Category Count
Read top Category count
It will also output the information directly into the Rule in which it is used.
This Public Template is available to all customers but must be used in conjunction with the Category Lookup rule and Get CXID. To use it, pull the Public Template into your Rule after you have created your Category Lookup Rule.
This rule simply uses any Category recieved from the Category Lookup Rule and the CXID from the Get CXID Public Template togather with our standard Timestamp field to store Category interactions against a user.
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Input Data
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Field
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Description
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Example
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Category
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What Category was returned as the result of the Category Lookup.
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Family
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AlterianCX_cxid
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CXID Identifier provided by the Get CXID tile
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TimeStamp
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This is created in almost every rule and should automap. Provides the Rule with the exact time this event occured to allow it to accurately increment the counts.
Output Fields
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Field
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Description
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Example
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Hour Count
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How many times has the CXID been exposed to this Category in the last hour
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12
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Hour Engagement Score
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What’s the total engagement score generated by expose to this Category over the last hour
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50
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Day Count
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How many times has the CXID been exposed to this Category in the last 24 hours
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54
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Day Engagement Score
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What’s the total engagement score generated by expose to this Category over the 24 hours
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250
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Total Count
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How many times has the CXID been exposed to this Category in total
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452
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Categories
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What Category has this CXID been exposed to, viewed in frequency of order of view. In this example they have been to Default first, then Family and then Business.
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default|family|business
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Top Total Count
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When looking at the Top Total Category how many times was the Category Interacted with.
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253
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Top Total Category
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Which Category was interacted with most often over all time. The total number of interactions is Top Total Count.
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Business
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Top Day Count
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What’s the highest number of interactions against a single Category over the last 24 hours.
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23
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Top Day Category
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Which Category was interacted with most often over the last 24 hours. The total number of interactions is Top Day Count.
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Family
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Top Hour Count
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What’s the highest number of interactions against a single Category over the last hour.
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6
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Top Hour Category
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Which Category was interacted with most often over the last hour. The total number of interactions is Hour Day Count.
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This can be used in the reporting and can be used to make Rules more targeted.
We also provide ways for those creating the surveys to understand whether they should be asking for feedback or not.
We provide three Public templates to service these requirements.
Public Templates | What it does | Templates it Requires | |
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 | Takes a satisfaction score (e.g. 1 to 5 stars) and convert it into a 0-100 value, stashing this into the cache for this CXID | ||
 | Read the satisfaction score (a 0-100 value) and the date that it was last changed for this CXID | A score must have been written for the CXID | |
 | Switch based on how recently we asked for the named satisfaction survey | A score must have been written for the CXID |