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How activity score actually is calculated?

Jul 10, 2017 at 09:00 AM

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Greetings,

There's comprehensive explanation for Engagement score here in SAP Application help. You can navigate it from this link -> https://goo.gl/MKEsB4

However I couldn't find any comprehensive explanation/documentation for "Activity Score". In the customizing, we only define the total "interaction score" for customer to reach in order to reach percentage 100.

However, how this "interaction score" the customers are gaining is calculated? Is there a way to manipulate this score per interaction like it's said in IMG documentation? I believe that field is "QUANTIFIER" in CUAND_CE_IA_RT, however my tests didn't turn out to be what I expected.

If someone explains how this "activity score" is calculated from strach like it's explained for Engagement Score, I'd be grateful

Thanks in advance

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Hi,

there is customizing which controls the "Activity Score".

By default this will be blank which means each valid interaction will carry a score of 1. But if you want each interaction to carry a score of 2 or 3 weight age then you can make use of this customizing with 50 or 33 respectively so that it actually gives you 2 or 3 for each activity.

Thanks

Saurabh

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3 Answers

Asmus Mueller
Jul 11, 2017 at 12:36 PM
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Hi Hakan,

In the past the field "QUANTIFIER" was meant to be used to manipulate the score, but not anymore.

The score is calculated: no.of interactions * 100 / Target Activity Score (customizing).

Best Regards,

Asmus

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Hakan Köse Jul 12, 2017 at 04:48 PM
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Hi guys,

Thank you a lot for each of your answers. I already knew about what customizing means but

  • Thanks Saurabh for explaining the "interaction score" for a contact. That means a valid interaction = 1 activity score (when no customizing defined)
  • Thanks for Asmus explaining the field quantifier is now obsolete for manipulating interaction score (I tested it anyway, you're right, it doesn't work)
  • Thanks for Stefan emphasizing what Saurabh said.

I greatly appreciated!

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Stefan Nasshan
Jul 11, 2017 at 07:50 AM
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Hi Hakan,

the Activity Score is just the number of interaction for a certain contact, while obsolete and outdated are filtered out.

Best regards

Stefan

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