Glossary of terms for Genesys Predictive Engagement


action mapDefines how you want Genesys Predictive Engagement to interact with a visitor based on the visitor's matching segments and your preferred outcomes. For more information, see Create an action map.
channelRepresents the means by which a customer contacts you. Depending on your business, your channels may include:
  • Phone calls
  • Chats
  • Email
  • Messaging
  • Callback
conditionsExpressions that tell Genesys Predictive Engagement how to match visitors to segments or outcomes.
customer journeyHistory of a visitor's activity on your website and with your agents.
eventRepresents a single activity, such as when a visitor purchases a product.
event attributeExtra piece of information about an event.
journey optimization logicCombination of segments, outcomes, and action maps that improve Genesys Predictive Engagement's AI capabilities. For more information, see:
journey patternsActions on your website that all visitors in a particular segment took. Examples of journey patterns are completing a form or visiting a specific webpage.
outcomeBusiness goal that you want to track and achieve. For more information, see Create outcomes.
probabilityPercentage that indicates how likely a customer is to do something. The higher the probability, the more likely the outcome. For example, if the outcome is “buy a t-shirt” and the probability is 80%, a customer is 80% likely to buy the t-shirt.
probability scoreNumerical value that Genesys Predictive Engagement assigns to a customer based on the likelihood that they will achieve a given business outcome.
projectionUser-defined mapping that links event attributes to session attributes.
qualifiedWhen a trigger determines that Genesys Predictive Engagement should offer an action map to a visitor, the action map is qualified for that visitor.
  Feature coming soon: Customer segments

Group of visitors that share similar behavior or characteristics. Session segments expire when the single session ends. Customer segments persist across sessions. For more information, see Create segments.

sessionSet of related events that involve a single visitor, within a given timeframe.
session attributeExtra piece of information about a session.
visitorPerson who is looking at your website. A visitor may or may not correspond to an existing customer record.
visitor attributeType of attribute used to create a condition that matches visitors to segments and outcomes based on a visitor characteristic. For example, uses a Chrome browser or lives in Canada.
visitor journey attributeType of attribute used to create a condition that matches visitors to segments and outcomes based on a visitor behavior. For example, visits the Current Sales webpage.
web actionAn action that interacts directly with visitors through a web page. For example, content offers and web chats are web actions.