while running the Outbound Scheduler if any customer is having more than 450 records to be fetched from IH then we are getting exception and after 1000 exceptions, campaign run getting failed. Although we could increase the number of exceptions from 1000 to 3000, however is there any method to increase the number of records from 450 to 1000 to be fetched from IH and what would be the impact of the same?
***Edited by Moderator: Pooja Gadige to add platform capability tag***
@$ukumar.M it is best practice not to read directly from interaction history, but rather use Interaction History summaries. This best practice is already baked into the product when you use NBA Designer. Given you are on a pretty modern version of the product, I would hope you are using NBA designer that embers many best practices directly in its strategy framework.
Please note that reading directly from IH will be deprecated in an upcoming release, so please move to using best practices now, otherwise you will have upgrade issues going forward.
Lastly, can I ask why any individual customer has that many history records? As another best practice, you should by purging your history often. Secondly, it sounds strange to have that many records for a single customer, so this likely sounds like test data of some sort that again should be purged.
we will be having 365 days old record after that we are purging it.
We are sending offers in multiple channel, for instance a single offer will be sent via 10 different channels, and also there will a custom output for each channel, so for each channel will have two outputs (custom and pending(OOTB)) in this case the IH would be having 20 records for the customer one single offer.
So in 365 days span of time a customer might get more than 25 to 30 offers in different channels, which would easily increase IH Records for the customer to exceed 450.
Due to some performance reasons we could not use IH Summary in past, however if we implement IH summary still the restriction of 450 records is applicable or can we overcome the same ?
also we are looking for a solution to be handled using traditional IH component.
@$ukumar.M I'm not following your math. How do you go from 25-30 offers in a year to 450 records in IH? You mention channels, but you don't typically communicate on all channels at the same time. Each offer would communicate on a single channel or a couple at the most.
In any event, Interaction Summaries should not have issues if you have that many records, especially if the summaries are managed. The purpose of Interaction Summaries is to address performance issues in retrieving history data, so I'm surprised you have performance issues. If you did, please raise a support case to investigate that. Make sure the summary is set up as a materialized summary.
As for your question on addressing with traditional IH component, I already indicated that you need to review why customers have so many records. The 450 limit is there to manage performance. If you increase this, you will hit other performance issues, so you should first investigate your data issues.