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This article explains the Qualification Scope options that you can configure for your engagements.
Qualification Scope in an Engagement allows you to set the number of times an engagement must be displayed to the qualified users. The qualified users are controlled by the Audience section of the engagement.
Gainsight PX can launch five engagement types; Dialog, Slider, Guide, Email, and Surveys. The options in the Qualification Scope are the same for four types of engagements: Dialog, Slider, Guide, and Surveys. The Qualification Scope for an Email engagement is different from the other engagements.
The Qualification Scope is applicable only when the schedule of an engagement is Active.
This article explains all the options available under the Qualification Scope for email and other types of engagements.
- User: Any user who has access to your application.
- Qualified user: A user who has access to your application and satisfies the Audience rule set out in an engagement.
- Visit: A Visit or a Session in PX starts when a user accesses your application. If there is an inactivity period of 30 minutes or more (no usage data sent to PX from your application), PX starts a new session, when it receives usage data from your app after 30 minutes.
Qualification Scopes For Engagements
This section explains the options available in the Qualification Scope for Dialog, Slider, Guide, and Survey Engagements. There are four Qualification Scopes:
This Scope ensures that the engagement is displayed only once in a lifetime, during scheduled date and time, to all the Qualified users. If a user does not complete the engagement (view all the steps for Guide, Slider etc), the engagement is not displayed again, with this scope. Qualified users refer to the users who satisfy the criteria set in the Audience rules of the Engagement
In the above scenario, the qualified user can view the engagement only once in a lifetime. The engagement is displayed from 16 Oct 2019 to 30 Sep 2020, every Monday and Tuesday from 9 am to 7 pm.
Example: The engagement is displayed on 21 Oct (Monday) for the first time ever and can be viewed from 9 am to 7 pm. If a user views the engagement during this period, it is never again displayed to the user.
- If on 21 Oct 2019, a user does not navigate to the page on which the engagement is launched, then this user can view the engagement on 22 Oct 2019, from 9 am to 7 pm, by navigating to the page on which the engagement is launched.
- If the user does not view it on 22 Oct 2019, the engagement is displayed again on the next Monday which is 28 Oct 2019, from 9 am to 7pm. On 30 Sep 2020, the engagement status is changed to Completed. If the user does not meet the audience criteria during the scheduled dates, they cannot see the engagement later.
Once Per visit
This scope enables to trigger engagements 'Once per session.' When the user meets/ qualifies for the Engagement Audience Criteria.
- In the above scenario, the engagement is displayed on 21 Oct 2019, for the first time ever. On this day the engagement can be viewed from 9 am to 7 pm.
- If a user logs in to your application the engagement is displayed. If there is an inactivity of 30 minutes or more from the user, the PX session is terminated. A new session (visit) is initiated when user activity is detected again and the user is qualified again to view the engagement.
- This process is repeated for each visit on Monday and Tuesday, from 16 Oct 2019, up to 30 Sep 2020.
- Every Time (Paywall): This scope enables to trigger engagements 'every time' when the user meets/ qualifies for the Engagement Audience Criteria, even if it means triggering the engagement multiple times in the same visit/day.
With this Scope, the engagement can always be viewed any number of times, by all the qualified users, when the schedule is active.
This Qualification Scope allows you to display the engagement multiple times with recurring intervals during a specific range of time periods. The main advantage of this Qualification Scope is that you can set a time gap between two views of engagement. The Interval Schedule works differently for Dialog and the rest of the other engagements.
Configure Recurring Interval for Slider, Guide, and Surveys
Working Method: In the following image the engagement is displayed three times with a gap of three days between each display. PX considers a cycle to be completed if any one of the following events occurs:
If a user does not respond to the survey or complete the Guide or Slider engagement during this time period.
If a user responds to the survey or completes the Guide/Slider during the time period.
Once the cycle is completed, the engagement looks for the value set in the On completion field. In this case, the On completion field is set to wait for next recurrence. The recurring interval(s) is set to 3 months. So, the engagement is displayed to users again after 3 months and a new cycle begins. Once the cycle is completed, the engagement is displayed again after 3 months.
This engagement continues to display until 12 cycles are completed. This is because the End after field is set to 12 occurrences.
Note: If you set the On Completion field to quit, the engagement is never displayed if the user completes (attempts/responds) it.
Note: The recurring Interval schedule is applicable only if you set the number of Occurrences in the End after field to be more than one.
Business Use Cases:
Consider that you wish to receive responses for an NPS® Survey every 6 months. You can use this feature to show the Survey three times with at least 7 days of gap between each of the three displays. You can set the recurring interval(s) to be six months. You can set the On completion field to wait for next recurrence. This ensures that your Survey is displayed in a cycle of six months. During a cycle, the survey is displayed with a gap of 7 days until the users respond to the survey, or the maximum number of display attempts are completed.
Consider that you wish to display a Slider or Guide engagement until a user views it. You can use this feature to set the engagement to display the required number of times with a suitable time gap. Once a User completes the Guide or Survey, the cycle is said to be completed. You can set the On completion field to quit to ensure that the engagement is not displayed again, once a user completes it.
How does Qualification Scope evaluate the occurrence of Guides?
Occurrence is set under the following conditions (the earliest condition takes the top priority):
- Maximum view attempts as defined per interval (example: 5 attempts) AND/OR
- Recurrence interval time has passed (example: 1 month) OR
- Engagement that is set to Quit on-completion is completed
- Engagement that is set to Wait for next recurrence on completion the guide is displayed after the minimum recurrence interval time is reached AND/OR
- Engagement reached the maximum number of occurrences (example: 2)
- Each interval sets the occurrence when it starts (i.e the first view attempt set occurrence to 1)
Note: If the maximum number of occurrences is set to 1, then the recurrence interval is disabled therefore not applicable.
The following are the few other factors that reduce attempts or eliminate the guide:
- Engagement end date or the number of Show Engagement times is exhausted
- In-app engagement rule (self) dependency
- Sampling - it is recommended to use sampling at user level if you are using Interval
Configure Recurring Interval for Dialog
A Dialog engagement does not have steps like a Guide or a Slider engagement. Therefore, when you view a Dialog, the Dialog analytics show that you have Viewed and also Completed the Dialog engagement.
Due to this behavior, the configuration of this feature is very simple in a Dialog engagement, as shown in the following image.
Working Method: The Dialog engagement is displayed with a gap of 3 days between each view. The Dialog engagement is displayed a maximum of three times because End after is set to 3 occurrences (depends on Schedule). If you do not select the End after check box, the Dialog is displayed only once.
Note: The recurring Interval schedule is applicable only if you set the number of Occurrences in the End after to be more than one.
Engagement Sampling allows you to select a random group of users from the list of qualified users.
Business use case: You can use the sampling method on a few engagements and then test them against those on which sampling was not used (control groups). This allows you to perform a comparative study of how effective engagements are when sampling is used as opposed to when it's not used.
Gainsight PX provides two types of Sampling methods:
- Random Sampling: In this sampling method, a random percentage of qualified users are selected. You can set the percentage of users.
In the above scenario, the engagement would be displayed to 40% of the qualified users. The 40% of users are selected randomly by Gainsight PX.
User and Account Sampling: Gainsight PX automatically and randomly creates 100 user groups and 100 Account groups in the backend. Each User or Account record is assigned to one of these 100 groups. You can use the User Sample Group option to trigger the engagement to required user groups. Only those users who are assigned to the selected group can view the engagement. For instance, if you select User groups 1-10 for an engagement, only those users who belong to one of these 10 groups, can see the engagement. Similar logic applies to the Account Sample Group as well.
Engagement Throttling: Select the Ignore Throttling check box to ignore the throttling settings set by your administrator. To learn more about Engagement Throttling, refer to the Anatomy of Engagements article.
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