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Avoiding overexposure of actions with volume constraints

Suggest edit Updated on November 16, 2021

A Volume Constraint limits the number of actions that are delivered to customers.

Note: New deployments of Pega Customer Decision Hub on Pega Cloud Services are configured to use Decision Data Store for action state storage. Volume Constraints are disabled in this mode. If you want to enable the Volume Constraints feature, see Disabling the Decision Data Store as action state storage on Pega Cloud.

You can define the following constraint types:

  • Per channel - Limits the number of actions delivered on a specific channel. For example, you can set a constraint that limits the number of emails sent per day.
  • Per action - Limits the number of times a specific action is offered to customers. For example, you can set a constraint that limits the number of times that a specific Credit Card offer is presented to customers.
  • Per action property - Limits the number of times a group of actions is offered to customers. The actions are grouped based on a specific property or properties. For example, you can limit the number of actions which belong to a specific business issue.

Channel constraints can be combined with action or action property constraints. For example, you can specify that no more than 1000 Credit Card offer emails can be sent in a given time period.

You can configure the constraint to require a minimum as well as a maximum number of actions. For example, you can specify that the campaign requires at least 50000 call center interactions.

To apply these constraints, the Volume Constraint rule should be associated with a Campaign or with an outbound run in the Next-Best-Action Designer. For Campaigns, when a Campaign runs, it first executes the Strategy to determine the potential set of actions that should be processed. Next, if a Volume Constraint has been associated with the Campaign, any enabled action and channel constraints are applied to the action set to determine the final list of actions which needs to be processed.

Note: If a Volume Constraint has been associated with a Campaign, it must have at least one constraint enabled. If no constraints are enabled on this Volume Constraint, the Campaign will not execute. At this point, the user can either enable a constraint and restart the specific run; or update the Campaign to no longer use Volume Constraint and re-submit the Campaign for execution.

Volume Constraints are primarily accessed from and created in the context of Campaigns. The Constraint setting of a Campaign references a Volume Constraint rule. When configuring this setting, users can use the Configure Constraint selector to review existing Volume Constraints and create a new one if needed.

In addition to Campaigns, you can apply Volume Constraints in the Next-Best-Action Designer. For more information, see Setting constraints, contact policy limits, and controls.

To view all Volume Constraint rules configured in your system, in the Pega Customer Decision Hub portal, click IntelligenceVolume Constraints.

  • Creating a volume constraint

    In situations where a customer is eligible for multiple actions, you may specify whether volume constraints should be applied to the actions as a group, or whether each action should be evaluated separately. Evaluating actions as a group allows Pega Customer Decision Hub to display all eligible actions, for example to a customer service representative, who should be able to see all the actions they can make to the customer.

  • Using volume constraints with action bundles

    You can use Volume Constraints together with action bundles. If the parent action of a bundle passes the Volume Constraint, all child actions for the bundle are also passed to the action processing stage. If the parent action does not pass the Volume Constraint, all child actions for the bundle are also rejected.

  • Frequently asked questions about volume constraints

    See the following topics for additional information, tips and tricks, and best practices.

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