Q2 SMART FAQs

SMART uses collaborative filtering to identify and recommend specific sets of users for you to target in your campaigns. Collaborative filtering is a technique that recommends products to users based on the products of similar users. SMART uses this technique to review millions of rows of data to identify users with similar products that you can target as audiences in your campaigns. For more information on how SMART works, see Recommender traits.

Your admin user must enable the following rights for your account:

• CanAccess Q2central in the CSR Users window
• COMMUNICATIONS: Manage Marketing Messaging in the CSR Role window

Your account's login status must be Normal.

You can then log in to SMART by using your Q2central username and password.

Contact your Q2 Console admin user to reset your password.

Within Audience Builder, 'Recommended' traits are exposed as part of the Trait Modal (use the trait tag Recommended Products or search for "recommended"). Users can add these traits to their audiences to create their own version of Recommended Audiences. This allows Q2 SMART to extend support for recommendations in the future.

Yes. You can download an audience by selecting Download audience from the options menu on an audience tile. You can also select Download audience on the audience details page.

With the modularization of Audiences, audience size will dynamically vary day-to-day as user behaviors change in the trait collection.

These audiences were made specifically for Composable Dashboard (currently in EA). We do not advise our SMART FIs to use them in campaigns.

No. You can use the Q2-branded All Users audience at the top of the Audiences page.

Campaign prioritization affects ad order. However, each of our ad spaces will rotate differently. For more information, see ad rotation.

The Top ad location carousels every 10 seconds. Ads in other locations display in a random order when multiple ads are set for the same ad space. You can view the different ads by refreshing the page. For more information, refer to Ads.

Mobile ads display differently based on your version of UUX and if you have the Native menu turned on. For more information on mobile ads, see Ad locations by UUX version.

Yes, most ads can link to other pages in digital banking. However, if the Native Menu is enabled for mobile, the Sidebar (mobile) and Sidebar (small) cannot link to another page in digital banking. The Sidebar (small) ad space can link to pages on desktops or in mobile without the Native Menu enabled.

To check if a link will work, you can log in to digital banking and test the link in a new tab. If it works, you can add the link to an ad space.

For more information, refer to Ads.

Yes, you can use your own content for ads. Your content must meet the specifications defined Ad specifications.

A newly enrolled digital banking user may not see ads for up to 72 hours. It may take between 20 to 60 minutes for a new ad to be reflected in an edited or newly launched campaign.

An RFM The RFM score is calculated using the average of the normalized rank of recency, frequency, and monetary values. score (1- 100) is calculated based upon the normalized rank of the following factors:

• Recency: Number of days since the last bill pay transactions.
• Frequency: Number of bill pay transactions in the last 180 days. A user's frequency will be determined by the baseline of bill pay transactions across all users.
• Monetary: Dollar amount of bill pay transactions in the last 180 days.

An impression An impression is counted the first time a user sees an ad displayed in UUX, and any subsequent carousel display does not get counted. If a user returns to a page, an ad carousel will count again as an impression. On mobile devices, an impression is counted after the user selects More to see the right rail ads. occurs when a user sees an ad appear on the page for the first time. If the user remains on the page and sees the ad again, it does not count as a second impression. The user must leave and return to that page for the ad to count as another impression.

An adoption occurs when a user adopts a product. The user does not have to be included in a campaign's audience.

A conversion occurs when a user who is included in a campaign's audience sees an ad (an impression) and adopts the product while the campaign is running. The user does not have to select the ad for a conversion to count.

Only some campaign types result in these metrics. Surveys, online features, or announcements will not result in conversions or adoptions.

Before reporting an issue with your campaign metrics, ensure your campaign is not one of these types.

SMART counts an adoption when a user adopts a product.

An adoption An adoption represents a digital banking user who adopts a product during the time period selected in the UI. is counted when a user:

• Is in an audience + adopts the product during the campaign time period. (This shows up in the downloaded report as a "Y" in the Adopted column.)
• Adopts product during the campaign time period. (This only shows up in the adoption count.)

SMART counts a conversion when a user who is included in a campaign's audience sees an ad (an impression) and adopts the product while the campaign is running.

The number of conversions should be less than the number of adoptions since conversions are a subset of adoptions. In some cases, conversions and adoptions may be equal if a campaign's audience includes all users.

A conversion A conversion represents a digital banking user who was in a campaign audience, saw an ad impression, may or may not click the ad, and adopts the product during the campaign time period. is counted when a user:

• Is in an audience + sees ad (impression) + clicks ad + adopts product during the campaign time period.
• Is in an audience + sees ad (impression) + adopts product during the campaign time period.

Campaign reporting data such as clicks and impressions can take up to 24 hours to display in Q2 SMART.

Campaign report data such as adoptions and conversions can take up to 48 hours to display in Q2 SMART.

Generally, it takes 2-4 days for a trait to update.

The following example describes the process and timeline for updating traits:

If you add a user to a Group in Q2central, the user will appear in the database extract the following day. The database extract is processed by a job that runs between 7:00 AM and 8:00 PM CT.

While this occurs, a second job is executed. This job creates the Group trait for that user and starts at 3:00 PM CT each day. If the second job is completed before the first job, the database extract will not have processed in time and will require the second job to run again on the following day.

When these jobs are completed, a third job runs from 1:00 AM to 10:30 PM CT the following day. During this time, the data for each FI is processed randomly, and the trait is updated.

If the timing of any of the jobs is off, the update may take more time and appear within 3-4 days.

For more information, see Traits.

The mobile login trait describes the number of people who logged in to mobile banking through both the mobile app and mobile browser.

For more information, see Traits.

You can use deposit activity traits to target users who have had unusual deposit activity. For example, you can create a campaign advertising your CD products or loan payoffs based on users who have had an unusually high dollar amount of deposits recently.

There are four available traits that target customers using their deposit activity:

• Deposit - activity score, which is a score based on a weighted average of the last six months of deposit activity, with the greatest weight placed on the last three months of deposit activity. A score of -10 indicates the amount of money deposited was much less than normal. A score of 10 indicates the amount of money deposited much greater than normal. Expected deposit activity has a score of 0.
• Deposit - relative percentage, which represents how much more or less money is in the account compared to the average deposit total for the previous three months.
  • A percentage over 100% indicates the total deposits were more than expected.
  • A percentage smaller than 100% indicates the deposit total was less than expected.
• Deposit - unexpected activity, which is a binary (yes/no) value indicating whether any deposit activity within the last three months qualifies as unusual, based on these factors:
  • A Deposit – activity score of more than 1.5.
  • A minimum of $500 in excess deposits within the last three months.
• Deposit - unexpected amount, which indicates that a user's total amount of deposits is above the expected three-month total.
  • A positive amount indicates the user deposited more money than expected.
  • A negative amount indicates the user deposited less money than expected.

These traits can be found on the Insights tab within the trait store. For more information, see Traits.

Yes, your session will expire after 20 minutes of inactivity.

Yes, you have four login attempts before your account is locked out.

If you are locked out of your Q2 Console account, you will also be locked out of your SMART account. Contact your Q2 Console administrator to reset your password.