Configure the arbitration parameters in Recommended Actions

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Configure the recommended actions by the frequency of issues or by the order of priority so that your agents get the guidance that they need to help resolve customer issues.

    Before you begin

    Role required: sn_nb_action.next_best_action_author

    About this task

    A mathematical formula determines the priority of the recommended actions that are displayed to the agents. For most cases, you should use the default values to ensure that the relevant recommended actions are available for a given context. If you want to alter the frequencies, you can modify the values.

    The recommended actions in the New state appear by ranking. For example, the score for these actions is calculated by the order of frequency and the priority order of the rule.

    Procedure

    1. Navigate to All > Recommended Actions > Arbitration Configuration.
    2. Update the values on the Recommended Actions Properties page.
      Table 1. Recommended Actions Properties form
      Field Description
      Rule Order Weight (sn_nb_action.arbitration_inter_rule_step) Guided decisions that display guidance based on rules with a lower-order value. The default value is 0.9.
      Recommendation Order Weight (sn_nb_action.arbitration_intra_rule_step) Guided decisions that display guidance with a lower-order value and also from rules with a lower-order value. The default value is 0.9.
      Frequency Weight (sn_nb_action.arbitration_frequency_step) Number of times that guidance is displayed to the agent based on the rules that are triggered. The default value is 1.5.
    3. Click Save.