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Tracking Rules, Templates and Fields Required

Tracking Rules, Templates and Fields Required

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

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

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

 

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