Capabilities rolling out in May 2022

Capabilities rolling out in May 2022

Rule Designer

Saving Tests

Rules tests can come from two areas.

The first location is the starting tile for the Rule. This is normally a Realtime Input step. Here the Template designer will have added the test data and fields they expected to flow into Rules using this Template. When testing a Rule the tests from here will be shown at the top of test list and show with a padlock icon to indicate that these cannot be edited in the UI. In essence any Rule that uses this template has the same test values.

The other way to provide test data is to manually add tests. Previously newly added tests were not persisted in the Rule. Test Rows added to the Rule are now saved at a Rule level and these can be edited and deleted as required. Rules copied or saved will retain any Tests that were created for the source Rule.

Persist Test Runs

When you run a test you you recieve useful feedback from the UI. This includes a link to the logs, a indication of response times, the response value and the request submitted. In the previous version running another test even for a separate Test would remove the this information for this Rule.

Now we keep the older values until this test is rerun. This allows you to run a serioes of tests and only rrun the ones that fail which is useful.

Rule Designer

We have had help links on our templates for a while. This link was not present in the Template Details screen in Rules Designer. We ahve added this as it proves useful to understand why a Templates was used and what it can do.

Opportunities

General improvements to the Opportuntities screen including, search by Rule Name, improved horizontal spacing and Right click options for the initiatives.

Public Templates

Get CXID

When a parse campaign tracking tag template is used the GETCXID Public template will now act differently to provided more accurate informaton.

We will use the AlterianCX_inboundMedium field as a the channel and AlterianCX_inboundSource as the Channel Source.

Direct is now used as the location if one is not provided.

Identify email clickthrough

The identify email cickthrough Public Template has been designed specifically for use with our Email Manager and third party ESP integrations. This Template when used in our standard page tracking Rules looks for an Email recipient arriving on the page through one of our tracked links. It pulls out the identification value we provide in the URL and we use this value to identify who it is.
This allows us to track the user from the Email onto the website and then onto conversions and other interactions. Find out more here

Parse campaign tracking tags

The parse campaign tracking tags public template will take query string parameters provided by 3rd party tracking solutions like Google Adwords and it will parse these values out into specific Alterian fields. These fields can then be used to identify where an individual arrived from or to measure the success of Rules in driving conversion.

Running Campaign Rules in Alterian CX

Rules are built to meet various CX requirements. Influencer Rules provide an action or decision back from Alterian CX creating an active way to influence an individual’s next action. This could be sending an email, selecting a specific target banner, the correct call centre script, or an abandon basket SMS.

In each case you are influencing customer decisions or educating them, so they move down a journey that is beneficial to them and helps in time to meet your business goals.

To make this process easier we now support the collection and reporting on standard Google UTM tags. These tags can be collected from email campaigns or gathered from referrers or new tags added to outbound Rules developed internally to enable easier reporting.

Public Rules

track-email-manager-email Alterian CX Email Tracking

Many Alterian CX customers also utilise Alterian Email Manager our own ESP. Our Alterian Email Manager customers want to seamlessly and effortlessly track journeys from first interaction with an email through to website and contact centres touchpoints through to conversion and follow-up satisfaction surveys.

CX tracking can now be automatically applied to Email Manager email opens and clickthroughs.

The integration is very user friendly with NO user email tagging required.

The “track-email-manager-email” rule is used as part of the integration in conjunction with our standard tracking rules track-web and track-web-with-conversions. Both of these rules have been updated to enable the improved integration to work.

Steps / Plugins

Log Level

Logs are currently set at a basic level. When triaging an issue within a Rule it’s often useful for Technical resources to get more detailed logs. This can now be set at a Rule level by changing the Rule Metadata to contain a different log level. This is controlled by "logLevel": "ROWLEVEL" as an example.

DDE Plugin

Clients and other selectable items are now shown alphabetically.

Journey Analytics

As described above, the Alterian CX processing will now have the ability to attach Customer Attribute data to events generated by interactions from your known Customers.

This requires an initial load process of a defined and agreed Customer Attribute file into the CX Cache prior to utilisation of this feature.

*Please contact Alterian Support to organise the creation of this table and to discuss how to keep the information up to date in the most performant manner.

Columns of interest, such as an Age Range value or Customer Value band information, can then be accessed via a new Attribute Filter dialogue to allow more centric views. For example, you could now have a side by side Journey Visualisation display showing how Journey behaviour or channel interaction, differs between your younger or older Customers, or what behaviours you high value Customers display.

This filtering works at a Event level, and queries the Customer Attribute value captured against each event at the time of interaction. This is important to understand, as when filtering, any rows without, for example, an [Age Band] = “20-30”, will not be returned when this filter is active. It is also important to understand when querying older data, that the [Age Band] or other value, is relevant at the time of the event, not at the time of running the query. The query is not current Customer Attribute value, but value at the time the event.

The UI provides a simple “Is one of” AND “Is not one of selection option with multi-select.

IMPORTANT NOTES

• Customer Attribute data to be used in this way must be of a banded nature only, and with a low number of discrete values. So an Age Band column is suitable, but an [Age] column not ideal due to the number of discrete values, or a Customer Value Band but not a single Customer Value for each Customer.

• The previously existing Event Type and Initiative filtering have been moved from the Tool Bar to the Attribute Filter UI. Any saved Journey Visualisation will open as prior to upgrade, but the selected values will not be visible in the new Attribute Filter UI so should be re-selected after opening and re-saved.

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.