Viewed knowledge article occurs when a user views a knowledge article. Activity type An action that a user (consumer or customer contact) performs. Each pattern element isĮxample: The pattern element Article viewed onceĭenotes that the activity Viewed a knowledge article must occur once. Pattern element Denotes a single activity type and how many times it occurs. Pattern element group example 2 Pattern element groupĬommunities or virtual agent engagements once Times and either the Knowledge or catalog engagements once is true or the Communities or Pattern group is true when engagements either have not occurred or have occurred multiple Pattern element group example 1 Pattern element groupĪrticle marked with positive feedback onceĮxample 2: In the following table, the Self-service engagements optionally many Marked with positive feedback once is true. Group is true when it occurs only once and either Article viewed once is true or Article
The occurrence of the logical combination result is one of the followingĮxample 1: In the following table, the Knowledge engagements once pattern element Each pattern element group is implemented as regular Pattern element group components Pattern element group A logical combination of two pattern elements, pattern element group, or both and how many The following figure illustrates the components of the activity pattern Contacts: Case:Ĭonfirmed Deflection. For more information, see Pattern element group components. Pattern element group A logical combination of two pattern elements, pattern element group, or both and how many System does not find a match (that is a case was not created), the outcome Confirmedĭeflection is associated with the activity pattern Contacts: Case: Confirmedĭeflection. Primary activity The final activity that determines the outcome associated with an activity pattern based onĮxample: For the primary activity Customer created a case if the Deflection outcome An activity pattern can lead to a deflection outcome. Helpful and Self-service actions: Optionally Many. Each pattern element or patternĮlement group is implemented as regular expressions.Ĭontacts: Case: Confirmed Deflection is a combination of pattern element groups Self-Service: Deflection outcome (see Deflection outcome components)Īctivity pattern components Activity pattern A combination of pattern element, pattern element group, or both for a user entity such asĬonsumers or customer contacts that is linked to an outcome.Activity pattern (see Activity pattern components).It consists of the following main components: Self-service analytics is based on the activity pattern associated with a deflection outcome.
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