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Cheri Gaudet (gaudc)
Measured Response LLC
Cheri Gaudet
Measured Response LLC
US
gaudc Member since 2016 21 posts
Measured Response LLC
Posted: December 9, 2020
Last activity: December 15, 2020

Function of Contact Policy Lookback Window

I need some clarification to provide guidance to a customer on how to define the "lookback" window for contact policies. By lookback window, I mean the first part of the contact policy that states, "If there are X (outcome)s in the last Y days...", "Y days" is the lookback window.

Can you explain why contact policies are constructed with a lookback window? Why not just a suppression period? In my conversations with customers, they have tended to verbalize suppression rules in terms of a trigger event and a suppression period, without referencing a lookback window.

Here are a couple examples.

  • If a customer is sent an Acquisition action by email, a business may not want to send any more Acquisition messages by email for 7 days, to give the customer a chance to respond. The 7-day suppression period should start when the email is sent, rather than when it is opened (when a response would be captured). Additionally, a lookback period of 7 or 30 days shouldn't be necessary in this case.
  • As another example, a business may want to display a monthly Service message in a self-service portal, and when a customer clicks on it, suppress that action for 30 days in the channel. The 30-day suppression period should start at the time of click. If the suppression logic is run at the time the click is captured, then why is there a need for a lookback period for this use case?

There may be other use cases that I'm not thinking of where a lookback period is needed.

One more question. Where is the lookback window used in the strategy logic? I didn't see it used in the BehavioralLimits strategy or its substrategies (though I could have missed it). I don't think it would be used in the NBA Strategy Framework, since contact policies are precomputed.

 

Thank you! Cheri

Pega Customer Decision Hub for Financial Services 8.5 Decision Management Financial Services Decisioning Consultant