Engagement Score - Which interactions does the system take into account when calculating

[former_member600860]

Hello All,

can anybody explain me which interactions are taken into account when calculating the engagement score?

For sure the interactions when somebody opens a email or clicks a link.

But what else?

All interactions that the system records?

Thanks in advance.

BR,

Carolin

[former_member197728 · Accepted solution]

Hello Carolin,

the system takes all inbound interactions into account.

In addition, outliers are removed and a reference value is derived from the non-outlier with the highest number of inbound interactions. The contacts are scored against this reference value.

Examples and more details can be found here: https://help.sap.com/viewer/b88f770e4b7c4ecead5477e7a6c7b8f7/1902.500/en-US/254555dbf0784f6db3bbcbcb...

Please mark your question as answered, if my comment helped.

Best regards,

Tim

[former_member600860 · Accepted solution]

Hello Tim,

thanks for your quickly answer.

This includes also customer specific interactions?

BR,

Carolin

[former_member197728 · Accepted solution]

Hello Carolin,

Yes, if they have been marked as inbound in the interaction type configuration.

Best regards,

Tim

[former_member600860 · Accepted solution]

Hello tim.nusch,

I would have a short question again.

How are the individual interactions weighted?

Can i set this somewhere?

Thanks in Advance.

Best regards,

Carolin

[former_member197728 · Accepted solution]

Hello carostoe,

unfortunately the interactions are not weighted in this score.

However, there are approaches to build a custom score including weighting interactions based on their type and recency: https://www.sap.com/cxworks/article/435946815/Measure_Brand_Love_and_Customer_Value_in_SAP_Marketing...

Please let me know if you need more details.

Best regards,

Tim

[former_member600860 · Accepted solution]

Hello tim.nusch,

thanks for your help!

So all incoming interactions are included in "equal shares" in the calculation of engagement scores?

Best regards,

Carolin

[former_member197728 · Accepted solution]

Hello carostoe,

exactly. All incoming interactions are included in "equal shares" and are not weighted.

Best regards,

Tim