Journey Outcomes Summary view

The Journey Outcomes Summary view displays metrics on the outcomes of visitors achieving your business objectives. For example, the number of outcomes that were achieved by a visitor using an action map. For more information about Genesys Predictive Engagement outcomes, see About outcome predictions and probabilities.

To view outcome metrics, click Performance > Workspace > Predictive Engagement and then click Journey Outcomes. Customize the view with filter and column controls.

To save the view with your filter and column settings, click Save .

To export the data in the view, click Export . 

This view does not automatically update. To see the latest metrics, click Refresh .

To create an outcome, which allows Genesys Predictive Engagement to predict visitor behavior by defining your business goals as outcomes, from the Journey Outcome view, click Create outcome.

Customize the view

Customize the Journey Outcomes view to show only certain data. For example, you can choose to show only certain columns to see certain types of outcome metrics. Your customizations remain in effect even if you leave and return to the view. You can also save your column settings as a saved view to switch quickly between different data of interest in the same view. 

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Filter by journey outcome name

To filter by journey outcome, type the first few letters of the journey outcome in the Filter by Outcome field and then select from the list.

Filter metrics by date

Note:

• The custom date range option in this view has a maximum length of 93 days. 
• The date range filter applies to when visitor activity starts. Current visitor activity that started before the date range is not included in the outcome metrics. 

Use the date filter to customize analytics views.

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Use presets to filter metrics by date, or configure a custom date range.

To use a preset to filter metrics, complete the following steps:

1. Click the date to display the date filter.
2. Under KEY DATE select Transcript Start or Conversation Start.
3. In the Presets list, select a preset date option.

Date presets

Presets	Description
Current interval	Shows data for the current 30-minute time period. Note: Because Detail views include Interval in the data grid, the Current interval preset is not displayed for these views.
Transcript Start	Sorts the search results according to when the transcript begins.
Conversation Start	Sorts the search results according to when the conversation begins.
Today	Shows data for the time period that includes the current interval.
Yesterday	Shows data for the previous day.
This week	Shows data for a Sunday through Saturday time period.
Last week	Shows data for the previous week, Sunday through Saturday.
Previous 7 days	Shows data for the previous seven days.
This month	Shows data for the current month, with no extra days.
This month by week	Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Last month	Shows data for the previous calendar month with no extra days.
Previous 30 days	Shows data for the previous 30 days.
Previous 3 months	Shows data for the previous 3 months.
Interval	Shows data for a 30-minute time period. Note: Because Detail views include Interval in the data grid, the Interval preset is not displayed for these views.
Day	Shows data for a single 24-hour day.
Week	Shows data for a Sunday through Saturday time period.
Month	Shows data for the exact month with no extra days. If the current month is selected, you will see the data up to the current date.
Month by Week	Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

To use a custom date range to filter metrics, complete the following steps:

1. Click the date to display the date filter.
2. Select a start date and an end date on the calendar, and click the filter arrow.
   

 

To view data for a different time period using the same date presets, click the arrows on either side of the date display.

For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

Filter by segment or action map

To filter by segment or action map, type the first few letters of the segment or action map name and then select from the list.

Show, hide, and rearrange columns

To show or hide topic columns, click  and then search or scroll to select the columns you want to view. 

To rearrange topic columns, click a column header and drag it.

To reset a view to default column settings, click Reset view to defaults.

You can select up to 20 topic columns.

For more information about the metrics shown in the columns, see Available Columns below.

Available columns

Your customizations determine which columns the view shows.

Extra columns for export

The export file contains extra columns.