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Previously, interaction plans in Interaction Plans Architect were associated with a single destination. To use an interaction plan with different destinations, the admin user needed to copy the interaction plan, once for each additional destination. Any time the plan needed to change, the admin user needed to change multiple copies of the plan. In Interaction Plan MappingPlans Manager, the destination and interaction plan are separate entities; an admin user can map many destinations to one interaction plan.
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| Note |
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| Applets within an interaction plan can also set data source values. Values set by applets take precedence over values set by the destination, mapping, or interaction plan. |
Service names
In Dashboards, Insights Stats API, Advanced Reporting, and Analytics, you can report on interactions' service names.
Before Q4 '22, service name contained the reporting group, a value given to a group of interaction plans. This was great for reporting on interactions routed through multiple related interaction plans, but not those arriving at VCC using different destinations or individual interaction plans.
You can now set up service name to contain different values which means you can report on interactions based on their:
- Destination name
- Interaction plan name
- Reporting group
The default value for the service name is the target interaction plan's reporting group. This applies to interaction plans and their destinations migrated from Interaction Plans Architect.
For information about setting the service name, see Using Interaction Plans Manager.
Example destination, mapping, interaction plans
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If you previously configured interaction plans along with their destinations in Interaction Plans Architect, some of the data from your interaction plans will have been migrated into Interaction Plans Plan Manager. Migration removes destinations from their interaction plans and stores them as separate destination and interaction plan entities. Default mappings are created to reconnect destinations and interaction plans. One interaction plan in Interaction Plans Architect results in one interaction plan, one destination and one mapping in Interaction Plans Manager.
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Use the following information to identify your migrated interaction plans and destinations. You can still find your interaction plans in Interaction Plan Plans Architect, however, addresses and service names no longer appear.
Entity | Field | Value |
|---|---|---|
Destination | ||
Destination | Line or named route | |
Type | A line in Interaction Plans Architect Line sets Type to “PTSN”. | |
Name | Service name | |
Service name for reports | "Reporting group" | |
Interaction plan | ||
Reporting group | Service name | |
Name | Line | named route + " - " + service name | |
Mapping | Default mappings created from migrated interaction plans do not appear in Interaction Plans Manager. | |
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