Optimizing Customer Engagement with Volume Constraints in Pega

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In Pega Customer Decision Hub, you can limit the volume of actions that the system delivers to customers through always-on outbound.?

Volume constraint modes:?

Within a volume constraint definition, you can define the combination of constraints for one or more actions with one or more channel types.?

In situations where a customer is eligible for multiple actions, you can apply volume constraint with one of three modes, depending on the business requirement. You might specify whether to apply volume constraints to actions as a group (for which a customer qualifies) or evaluate each action for which a customer qualifies separately.?

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1.Individually for each action?

In this mode, the top action for which a customer qualifies passes through the set of defined volume constraints, and the system validates each action against each constraint type. If the action passes through all the constraints, the system selects the action and delivers it to the customer. The customer always receives a maximum of one action, even though the limits for the other low-priority actions is not reached. The top action is selected based on priority calculations (p*c*v*l) defined in Next-Best-Action Designer arbitration.?

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2.Return any action that does not exceed constraint?

In this mode, each action a customer qualifies for passes through the set of defined volume constraints, and the system validates each action against each constraint type. If an action passes the set of constraints, the system delivers the action. If an action does not satisfy a constraint, the system does not deliver an action. The system considers all actions for which a customer qualifies, and the order in which the check occurs is irrelevant. The result is that a customer receives all the actions for which they qualify provided that the actions do not reach the volume limit. The Return any action that does not exceed constraint mode is the recommended approach, even though the system does not consider priority during the volume constraint phase. This mode ensures that the limit handling is separated from arbitration logic.?

Volume constraint types?

Volume constraints fall into three categories depending on the level at which you apply the constraints: action, channel, or property.?

1.Action constraint?

An action constraint limits the volume of actions that the system can send to customers.?

An action constraint is useful when you have a limited number of actions that you can send to customers, for example, 500 gift vouchers. Configuring an action constraint ensures that you do not offer more actions than are available.

2. Channel constraint?

A channel constraint limits the volume of actions that the system can deliver through a certain channel.?

You can use a channel constraint for channel capacity planning. For example, assume that your call centre can only handle up to 1000 inbound calls daily due to limited capacity. If your company sends out 50,000 emails per day to customers, it's reasonable to anticipate that 2-3% of the recipients may follow up with an inbound call, which translates to approximately 1000-1500 calls daily. This volume of calls would exceed the capacity of your inbound call centre. Therefore, to prevent the call volume from surpassing the handling capacity, it would be necessary to restrict the number of outbound emails sent to 35,000 per day.?

3. Property constraint?

By default, actions fall into the issue-group business hierarchy. By using a property constraint, you can limit the volume of a set of actions across different issues and groups by grouping them using a property value.?

--TEAM ENIGMA

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