Self-service analytics components

Activity pattern components

Activity pattern

A combination of pattern element, pattern element group, or both for a user entity such as consumers or customer contacts that is linked to an outcome. Each pattern element or pattern element group is implemented as regular expressions.

Example: The activity pattern Contacts: Case: Confirmed Deflection is a combination of pattern element groups Self-Service: Helpful and Self-service actions: Optionally Many.

Deflection outcome

An activity pattern can lead to a deflection outcome. See Deflection outcome components.

Primary activity

The final activity that determines the outcome associated with an activity pattern based on whether it happens or not.

Example: For the primary activity Customer created a case if the system does not find a match (that is a case was not created), the outcome Confirmed deflection is associated with the activity pattern Contacts: Case: Confirmed Deflection.

Pattern element group

A logical combination of two pattern elements, pattern element group, or both and how many times the combination occurs. For more information, see Pattern element group components.

The following figure illustrates the components of the activity pattern Contacts: Case: Confirmed Deflection.

Pattern element group components

Pattern element group

A logical combination of two pattern elements, pattern element group, or both and how many times the combination occurs. Each pattern element group is implemented as regular expressions.

The occurrence of the logical combination result is one of the following types:

• Once
• Optionally Once
• Optionally Many
• At Least Once
• Range

Example 1: In the following table, the Knowledge engagements once pattern element group is true when it occurs only once and either Article viewed once is true or Article marked with positive feedback once is true.

Table 1. Pattern element group example 1

Pattern element group	First Element	Second Element​	Operator	Occurrence​
Knowledge engagements once	Article viewed once	Article marked with positive feedback once	Or	Once​

Example 2: In the following table, the Self-service engagements optionally many pattern group is true when engagements either have not occurred or have occurred multiple times and either the Knowledge or catalog engagements once is true or the Communities or virtual agent engagements once is true.

Table 2. Pattern element group example 2

Pattern element group	First Element	Second Element​	Operator	Occurrence​
Knowledge or catalog engagements once	Knowledge engagements once	Catalog engagements once	Or	Once
Communities or virtual agent engagements once	Communities once	Virtual agent engagements once	Or	Once
Self-service engagements optionally many	Knowledge or catalog engagements once	Communities or virtual agent engagements once	Or	Optionally Many

Pattern element

Denotes a single activity type and how many times it occurs. Each pattern element is implemented as regular expressions.

Example: The pattern element Article viewed once denotes that the activity Viewed a knowledge article must occur once.

Activity type

An action that a user (consumer or customer contact) performs.

Example: The activity type Viewed knowledge article occurs when a user views a knowledge article.

The following figure illustrates the components of the pattern element group Knowledge engagements once.

Activity context components

Activity context

A collection of activity groups a user might perform such as Catalog, Knowledge, Case, Communities, and Virtual Agent.

Example: The activity context Contact is a collection of activity groups Catalog, Knowledge, Case, Communities, and Virtual Agent associated with the customer contact.

Activity group

A logical grouping of activity types performed on the same object type such as a knowledge article, community answer, or customer service case.

Example: The activity group Knowledge is a logical grouping of the activities Viewed knowledge article and Marked the article helpful performed on a knowledge article.

Activity context group

An activity group that has been added to a context.

The following figure illustrates the components of the activity context Contact.

Deflection outcome components

Deflection outcome

In the context of deflection, an activity pattern can lead to one of the following three outcomes:

Confirmed deflection

The self-service content definitely prevented a case from getting created.

Potential deflection

The self-service content was viewed and no case was created, but it's unclear whether the content is the factor that prevented the case from getting created.

No deflection

A case was created after the self-service content was viewed.

Deflection configuration

Associates a window (duration) with an activity context. The window defines how long a system will wait for a case to be created to match with a deflection pattern.

Example: To track the create case activity for a consumer within a day, set the window as 1 day.

• If the consumer created a case within that window, the deflection pattern matched is a No deflection.
• If the consumer did not create a case within that window, the deflection pattern matched is a Potential deflection.
• If the consumer did not create a case and the last activity is submitted positive feedback for any self-service channel content within that window, the deflection pattern matched is a Confirmed deflection.

Deflection metrics

A transactional table that stores the outcome of matched patterns. By default, the scheduled job for Self-Service Analytics captures data and stores the generated data in the Deflection Metric [ssa_deflection_metric] table.

Deflection pattern

Associates deflection configuration with an activity pattern. A deflection pattern is implemented as a table.