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Action Limits Use Cases

Suggest edit Updated on January 19, 2022

The Action Limits use cases below are examples of how these two features can be utilized. These examples use the telecommunications paradigm of Device within Subscriber within Account.

Pega Customer Decision Hub

As a user, I want to limit the number of actions returned to the top 1 across the account for the CallCenter channel

Action Limits
No limits should be defined for the Inbound CallCenter channel.
Final Action Limits
Combine contexts to apply the limit over all actions. Do not limit by contact as the limits are across the whole account.
pyDirectionpyChannelAction ContextCombine ContextsAction LimitLimitBy Contact
InboundCallCenterAccounttrue1false
InboundCallCenterSubscribertrue1false
InboundCallCenterDevicetrue1false

As a user, I want to limit the number of actions returned to the top 1 for each action context across the account for the CallCenter channel

Action Limits
No limits should be defined for the Inbound CallCenter channel.
Final Action Limits
Do not combine contexts to apply the limit to each action context. Do not limit by contact as the limits are across the whole account.
pyDirectionpyChannelAction ContextCombine ContextsAction LimitLimitBy Contact
InboundCallCenterAccountfalse1false
InboundCallCenterSubscriberfalse1false
InboundCallCenterDevicefalse1false

As a user, I want to limit the number of actions returned to the top 1 per Subscriber (primary context) per action context for the CallCenter channel

Action Limits
Set the limit for each action context - do not combine contexts.
pyDirectionpyChannelAction ContextCombine ContextsAction Limit
InboundCallCenterAccount1
InboundCallCenterSubscriber1
InboundCallCenterDevice1
Final Action Limits
No limits should be defined for the Inbound CallCenter channel.

As a user, I want to limit the number of actions returned to the top 1 Account context action across the account, and the top 3 Subscriber or Device context actions per Subscriber (primary context) for the CallCenter channel

Action Limits
No limits should be defined for the Inbound CallCenter channel, since action contexts need to be combined, and this can only be done in Final Action Limits.
Final Action Limits
For the CallCenter channel, set the Account context limit to 1,do not combine,and do not limit by contact since the limit is across the whole account. The Subscriber and Device contexts are combined with a limit of 3, and need to be limited by contact as the limits are per Subscriber.
pyDirectionpyChannelAction ContextCombine ContextsAction LimitLimitBy Contact
OutboundCallCenterAccountfalse1false
OutboundCallCenterSubscribertrue3true
OutboundCallCenterDevicetrue3true

As a user, I want to limit the number of actions returned to the top 1 across any outbound channel across the account

Action Limits
No limits should be defined for the Outbound channels.
Final Action Limits
Set the limit for each action context and combine contexts since only one action is required across all contexts. Do not limit by contact as the limits are across the whole account.
pyDirectionpyChannelAction ContextCombine ContextsAction LimitLimitBy Contact
OutboundEachAccounttrue1false
OutboundEachSubscribertrue1false
OutboundEachDevicetrue1false

As a user, I want to limit the number of actions returned to the top 3 for the Email channel and the top 1 for the SMS channel across the account

Action Limits
No limits should be defined for the Email or SMS channels.
Final Action Limits
Set limits for each action context and combine them since the limits are across all contexts. Set separate limits for Email and SMS, do not limit by contact as the limits are across the whole account.
pyDirectionpyChannelAction ContextCombine ContextsAction LimitLimitBy Contact
OutboundEmailAccounttrue3false
OutboundEmailSubscribertrue3false
OutboundEmailDevicetrue3false
OutboundSMSAccounttrue1false
OutboundSMSSubscribertrue1false
OutboundSMSDevicetrue1false

As a user, I want to limit the number of actions returned to the top 1 Account context action and the top 2 Subscriber or Device actions for the Email channel and the top 1 Subscriber or Device action for the SMS channel across the account

Action Limits
No limits should be defined for the Email or SMS channels.
Final Action Limits

For Email, set the Account context limit to 1 and do not combine; the Subscriber and Device contexts are combined with a limit of 2. For SMS set the Account context limit to 0 (to eliminate any Account actions) and do not combine; the Subscriber and Device contexts are combined with a limit of 1.

Do not limit by contact as the limits are across the whole account.

pyDirectionpyChannelAction ContextCombine ContextsAction LimitLimitBy Contact
OutboundEmailAccountfalse1false
OutboundEmailSubscribertrue2false
OutboundEmailDevicetrue2false
OutboundSMSAccountfalse0false
OutboundSMSSubscribertrue1false
OutboundSMSDevicetrue1false
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