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Output Bundling Use Cases

Suggest edit Updated on January 19, 2022

The following output bundling use cases are examples of how to definethese settings for various scenarios.

Pega Customer Decision Hub

As a user, I don’t want to bundle actions for any inbound channels or for the SMS channel, but I always want to bundle for email. I use a 3rdparty to deliver Email and SMS

For inbound channels, I want actions intended for authorized contacts returned for all authorized contacts, but for outbound I only want those actions delivered to the preferred authorized contact.

Output Bundle Settings

No settings are required for inbound, since the defaults are not to bundle and allow all authorized contacts.

For outbound, Deliver Offline is true for Email and SMS since output will be to a file or table for delivery to the third party, Output Type is Always for Email, and Never for SMS, and Single Primary is true for both channels, since only the preferred authorized contact is required.

pyDirectionpyChannelpyDeliver OfflineBundle Output TypeSingle Primary
OutboundEmailtrueAlwaystrue
OutboundSMStrueNevertrue
Action Settings
Not required.

As a user, I want to automatically bundle actions across an account for the CallCenter channel and communicate them to a primary account holder

Output Bundle Settings

For the CallCenter channel, Deliver Offline is false since it is not relevant for inbound channels, and Output Type is Always since the actions are required to be bundled. Single Primary should be false so that actions are returned regardless of which authorized contact is the caller.

Note that any actions not assigned to an authorized contact will still be returned–but see also the Action settings.

pyDirectionpyChannelpyDeliver OfflineBundle Output TypeSingle Primary
InboundCallCenterfalseAlwaysfalse
Action Settings
Intended Recipient should be set to either Redirect to primary contact or Eligible contact and copy to primary contact, depending on the nature of the action, since the requirement is to communicate them to a primary account holder.
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