Tracking Rules, Templates and Fields Required
- Ben Clark
Tracking Rules created to track movement between various CX calls but does not provide actionable decisions back. These Rules are used where you are tracking the users movement through a website, app or through various call scripts in a call centre. Tracking / Location rules do not provide active responses back to the calling system, it simply records where the user was, specifically useful to highlight where an individual was when they were exposed to the Influencer Rules. Journey Analytics will show Tracking / Location rules so these rules are pivotal to get the Journey Analytics providing the greatest value.
The presence of a Track Location Public Template will identify a Rule as a Tracking Rule.
Templates Required
Template Required | Public Template | Description | Required |
|---|---|---|---|
Realtime Input Step | Yes | Normally specific to each Rule. This provides the method for the calling solution to contact Alterian CX and provides clarity on the fields required in each call | Yes |
Get CXID | Yes | Identifies the Individual, matches them to previous ids and creates values to aid future CX decisions and reporting. | Yes |
Track Location | Yes | Automatically looks at the last location tracked for this individual and if it has changed creates a change location event that will be used in Journey Analytics | Yes |
Fields Required
Field | Description | Required |
|---|---|---|
ChannelAgentid(#) | At least one identifier should be provided. If more can be provided this will increase the chance of a identification match | Mandatory, at least one channelagent ID should be provided |
AlterianQueue_location | Where the Rule is being called from. Provided via parameter or automatically by using the page location. | Optional, If being provided by separate Tracking / Location rules. Please provide if available |
AlterianQueue_Position | The position within the Location where the Rule was being used. This is important to understand whether a Rule running in a Hero banner is more successful than a Rule running in a footer banner . | Optional, future developments will use this to augment the Journey analytics so please provide if it is available. It will also be used in success calculations if provided. |
AlterianQueue_Channel | Channel in which the Rule is being called | Mandatory |
AlterianCX_isknown | Is this identification value for a person known to the brand? | Optional, providing this will improve reporting |
AlterianCX_referrer | Referrer | Optional, providing this will improve reporting |