Event Queue - action process
- Ben Clark
To understand why a customer has performed an action we need to know what has happened to drive that behaviour. In many cases the action may be driven purely by the customer’s choice, in others it may be encouraged by an influencer rule.
Another thing that will affect behaviour are the events you generate for your customers as part of the day-to-day business they do with you.
For example, an order delayed, or a return being organised are events that could impact what your customers does next. Do your customers often contact the call centre after an order is delayed? Does the booking of a test drive then provide better follow up communications and influencer rule decisions?
Other examples of Action Process events include, Order shipped, Order Delivered, Expected Order Date, etc
These events are linked to a distinct customer and can impact the behaviour of the customer but they are not initiated by them.
The event queue Event Queue - action process allows these Action Process events to be loaded into Alterian CX.
As this creates a separate event type in Journey Analytics you can then differentiate between these events and the other event types.
Input Data
Field | Description | Example |
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AlterianCX_cxid | Standard CXID created by the Get CXID Public Template and passed into the Rule flow |
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AlterianQueue_location | Where the Rule is being called from. Provided via parameter or automatically by using the referrer. | SalesPage, CallScript2 |
AlterianCX_isknown | Is this identification value for a person known to the brand? | 1 |
AlterianQueue_channel | What channel the event being generated falls within. |
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AlterianQueue_category | What category the event being loaded falls under |
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engagementScore | Engagement score generated by this Rule. Populated automatically if the Engagement Score or Content Group Public Templates are used |
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AlterianQueue_position | What position within the location that this event was triggered. |
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Configuration
Parameter | Description | Example |
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AlterianCX_defaultQueue | Your standard event ueue | acadiantravel/prod/queue1 |
AlterianQueue_customerttributeTable | The Parameter (AlterianQueue_customerAttributeTable) can reference a Customer attribute table with the CXID as the key. Once configured ,each time an event is passed to Alterian Journey Analyics any data from the Customer Attribute Table linked to the corresponding CXID will also be passed through in the same event . |
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Processing
Takes the fields as mapped and pass these into a queue that feeds the Journey Analytics and Success and BI reports.
Output Data
Field | Description | Example |
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