Prerequisites

The following permissions:

  • Journey > Outcome > View
  • Analytics > Journey > Aggregate > View
  • Journey > Action Map> View 
  • Journey > Segment > View 
  • Journey > Outcome > Add (to duplicate an outcome)
  • Journey > Outcome > Delete (to delete an outcome)
  • Journey > Outcome > Edit (to activate or deactivate an outcome)

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.

Set a default time zone in the workspace

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

  1. Click Performance > Workspace.
  2. On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

To view outcome metrics, click Performance > Workspace > Journey > Journey Outcome Performance. 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. 

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.

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. 

To customize analytics views, use the date filter.

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 6 weeks. 

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

  1. To display the date filter, click the date.
  2. In the Presets list, select a preset date option.

Date presets

Presets Description
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. For example, Nov 1, 2022 – Jan 31, 2023.
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 can 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.

To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

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.

To show or hide topic columns, click the Pick columns icon on the right side 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 the Available Columns section in this article.

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

Available columns

Your customizations determine which columns the view shows.

Column  Description
Achieved Number of times that the outcome was achieved.
Achieved w/ Engagement Number of outcomes achieved that were associated to a web action (such as, web chat or content offer).
Note: This data is currently not available for web messenger.
Action Maps Number of action maps that have assisted in an outcome achievement.
Note: This data is currently not available for web messenger.
Active Indicates whether the outcome is ready to use on your website. 
Name Outcome name.
Outcome Value

The outcome value achieved by each action map.

Also add a row beneath this now for Outcome value with Engagement.
Outcome per Engagement % Percentage of actions that achieved the outcome (Achieved with Action / number of actions).
Segments Number of segments that achieved the outcome.
Updated Date the outcome was last modified. 
Value with Engagement The outcome value achieved by each action map after the action map is engaged.
Note: This data is currently not available for web messenger.

Extra columns for export

The export file contains extra columns. 

Column Description
Interval Start The start of the time period selected for the export.
Interval End The end of the time period selected for the export.
Interval Complete True if the export was run after Interval End, and false otherwise.
Filters Any filters applied to the export.
Aggregate or Detail Aggregate is the primary row. Related Detailed subtable rows are below the Aggregate row. 
Outcome ID The ID for the journey outcome.
Action Map ID The ID for the journey action map.
Segment ID The ID for the journey segment.