How can I monitor and review Conversation Actions?

Mediabriz Insights gives you visibility into the Conversation Actions used across your organization.

You can monitor action activity and submission results for orders and returns, search for a specific action, and review the details of submitted actions.

Open the Actions dashboard

To access the Actions dashboard:

1. From the Genesys Cloud main menu, select Apps.
2. Select Mediabriz.
3. Select Insights.
4. In Mediabriz Insights, select the Actions tab.

Monitor action activity

The Actions Overview summarizes activity for the selected time period. Use the time-range controls to view activity for Today, the Last 7 days, the Last 30 days, or the Last 90 days.

The overview includes:

• Analyses run: The number of Conversation Action analyses performed.
• Actions submitted: The number of actions submitted.
• Failed submissions: The number of submissions that failed.
• Submit rate: The percentage of analyses that resulted in a submitted action.
• Delivery fail rate: The percentage of submitted actions that failed to reach the configured system.

The overview figures count all action types together. Below them, a breakdown by action type shows the number of analyses and submissions for each type. A type appears once at least one analysis of that type exists in the selected period.

You can also review Submissions by action and Daily action activity for the selected period.

Find a specific action

If you know an action's reference, enter the exact value in Find an Action, then select Search.

The search checks stored action history and is not limited to the time range currently selected on the dashboard.

Note: Failed submissions do not have a reference and cannot be found using the action-reference search.

View submitted actions

Select View actions in the Actions Overview to see submitted actions for the selected period.

You can filter the list by status (All, Delivered, or Failed) and, when more than one action type has activity in the selected period, by action type (All types, Order, or Return). Each row shows when the action was submitted, the action used, its type (Order or Return), its status, number of items, reference, related conversation, and who created it.

Review an action

Select View action beside an action to expand its details.

The details show the products included in the submitted action, including the product name, SKU, quantity, and unit. For a return, the section is titled Returned items. Return reasons, references, pickup dates and custom field values are delivered to your organization's system and are not stored by Mediabriz, so they are not shown here. Select Hide action to close the details.

Open the related conversation

Select Open conversation to open the associated conversation in Genesys Cloud when additional review is needed.

For configuration information

For technical setup details, see How do I prepare and upload a product catalog for a Conversation Action? and How do I integrate Conversation Actions with my organization's system?