OOTB strategy CreateEligibleChannel not working properly and Impact Adaptive Model

General
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1

Hi,

I am facing an issue related to the Adaptive Model.

First of all, My team discover that the strategy CreateEligibleChannels is generating the wrong channel association for “Other” or custom PEGA channel, thereby wrongly updating the adaptive channel value in pxModelExecutionResults.

For example: the offer generated by Pega is WhatsApp (Outbound), but the channel recorded in pxModelExecutionResults is non-OOTB inbound channel.

We found that the issue is in CreateEligibleChannel strategy.

After analyzing CreateEligibleChannel strategy, we found that we will not be able to use the Extension point to place the logic. Reasons as follows:
First, CreateEligibleChannel strategy configuration is done in such a way that all the paths will be equally probable. Even though we use the extension point(1), the “Other” path (2) will also get evaluated. Now whenever we add any new channel, that new channel is treated under “Other” (2).

Strategy01.png
Strategy01.png966×582 114 KB

Now I was primarily under the impression that fixing the Outbound Channels filter component (3) condition will resolve the issue. But we found that it will not. As even though we modify that filter condition to pass the Outbound Direction only, but from the Realtime Controls Channels component (4), it will import all customized channels under Other Switch component (5).
So in the Other Outbound Channel component (6), even though it is setting Direction as Outbound, but essentially it will take up all Other channels into account and set direction as Outbound.



Custom channel name

Direction configured in CDH Other Treatments

Add Other Outbound channels in strategy[Channel,Direction]


WhatsApp

Outbound

WhatsApp,Outbound


OtherInbound1

Inbound

OtherInbound1,Outbound


OtherInbound2

Inbound

OtherInbound2,Outbound


OtherInbound3

Inbound

OtherInbound3,Outbound

Strategy02.png
Strategy02.png740×572 109 KB

So to rule out the other incorrect channels coming out of that data join, we have now hardcoded it as WhatsApp- which is we know is not a correct way of doing.

Steps to reproduce the issue:

  1. Add Inbound (eg. OtherInbound1, OtherInbound2) and Outbound (eg. Whatsapp) channels as entry into ChannelSettings DDR
  2. Create the treatment for the Channel in the “Other” treatments landing page
  3. Associated the channel treatment to an existing action
  4. Run a campaign to send action for Whatsapp
  5. Check if the channel is recorded properly in pxDecisionResults and the pxModelExecutionResults.
2

@Intandhp

Assuming that by run a “campaign” you mean run an NBA Outbound schedule. We don’t use the term “campaign” in NBA-D.

If you can reproduce this consistently, then please raise a support incident so that it can be properly investigated.

Thanks for reporting.

3

@Intandhp Please can you confirm whether there was any “Other” outbound channel treatment other than the WhatsApp treatment.

The Create Eligible Channels strategy appears to be working as expected and functioning correctly, and I would not recommend making any changes to this.

However, I can see that in some circumstances the Other Treatment Strategy could assign the same “Other” channel / treatment to multiple versions of the same action, which would later be deduped. When deduping occurs the version of the action retained may actually be from a different channel, and so the pxModelExecutionResults for that action may be showing the wrong channel.

Whilst this is not ideal, if you are using treatment level models, then it will have no significant impact, because the treatment models are executed after this channel assignment, and so will have the correct channel. The action level models will not participate in arbitration and so will not affect the outcome.

However, as per my earlier response I would recommend raising a support incident.

4

Hi @hellc,

Thanks for your response, I’ll discuss your suggestion with my team.

About your question, we only have Whatsapp as an “Other” outbound channel.

Also, We have this ticket INC-213334 from 25 Feb, but GCS just replied yesterday they are investigating this issue. Can you please help to follow up this ticket as well? Actually, we are at the end of the project, so hopefully, we can solve this as soon as possible.

Thank you.

Regards,

Intan

5

Hi all,

I want to update this issue is solved by Hotfix. Thanks for the support all