Why are some qualified actions not offered?
The Blocked Actions report lists the reasons for the qualified action not being offered. Next to each reason the action is blocked, the following details appear:
- Sessions – The number of sessions during which the action is blocked. If an action is blocked multiple times during a single session, the session number is retained at one.
- Count – The number of times an action is blocked. For example, if an action was blocked 30 times during a single session, the count number is 30.
| Reason | Description |
|---|---|
| Page URL condition | The action map did not meet the page URL filters specified in the action map. For more information, see Define an action map’s triggers. |
| SLA throttle | The queue was saturated to capacity which prevented the action being offered. For more information, see How throttling works. |
| Existing offer | An offer had already been rolled out to the customer at the time the action map qualified. |
| Future offer | The action map specifies the future time period for the action to be offered and the action is not set to ‘Immediately’. For more information, see web chat activation time and duration, content offer activation time and duration, and Architect flow activation time and duration. |
| Multiple offers | The customer qualified for more than one action and received an offer in another action with a higher priority than this action. If all action maps have the same priority, the actions are offered in no particular order. For more information, see Prioritize an action map. |
| No agents | The action map specifies that the action be offered only upon agent availability. For more information, see Route an action map to an agent queue. |
| Frequency cap | The visitor qualifies for and receives an offer on another action map. For more information, see frequency capping settings. |
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