Manage outcomes

Prerequisites
  • Journey > Outcome > Add, Delete, Edit, View permission
  • Journey > Outcome Predictor > Add, Delete, Edit, View permission

    Learn how to define the business goals that you want to track and predict. To simplify the process of creating an outcome, duplicate an existing outcome.

    Notes:
    • Specify at least one condition.
    • Outcome Scoring is unavailable by default.
    • To create an outcome after you reach the outcome limit, delete an existing outcome. 

    Create or edit an outcome

    Entity Description
    Outcome Details
    Name A descriptive name of the outcome.
    Description (Optional) Description of the outcome.
    Status Outcomes are active by default. When an outcome is active, it is ready to use on your website. To deactivate an outcome temporarily, slide the toggle to No. To remove an outcome permanently, delete it instead.
    Outcome Scoring

    Enable the outcome for scoring. You can enable scoring for up to 10 outcomes. 

    Note: Available only for Predictive Engagement customers
    Define your outcome conditions
    Session type/Event source Select the type of session:
    • Web session: An example of a web session is when a user goes to your website and completes a form to place an online order. The associated events for the web session are: a visitor visiting a website, the visitor filling out the online order form, and the visitor submitting the form. For more information, see Web sessions.
    • App session: An example of an app session is when a user enters your application to perform a search for a product and add it to the basket.
      First event

      Attributes that identify visitors based on shared behaviors. For example, completing a form or going to a specific webpage.

      Note: If the outcome is to be enabled for scoring, Genesys recommends that only the actual achievement event, such as the URL uses ‘/paymentSuccessful’ and the outcome is not limited to a particular domain. This process helps improve the accuracy of predictions.
      Assign value to first event When you create an outcome, you can attach a perceived value to quantify the benefit of the specified outcome. For example, you can derive the value of an abandoned cart by creating an outcome. In the Value field, provide a value extract from the outcome that you are tracking. Currently, only numeric value types are supported.
      Note: You can assign a value only to the event you added last. For example, if you define a series of three events to achieve your outcome, you can assign a value only to the third event.
      Define your visitor characteristics
      Visitor attributes Attributes that identify visitors based on characteristics such as location, browser, or device type.

      Customer attributes

      For more information about visitor attribute operators, see Operators. For more information about visitor attributes that enable UTM-tracking of campaign-specific activities, see Campaign attributes.

      Attribute name Description Examples
      Device category Category of device that the visitor is using.
      • desktop
      • mobile
      • other
      • tablet
      Device type Type of device that the visitor is using.
      • Apple
      • Archos
      • Asus
      • Google
      • HTC
      • Huawei
      • Nokia
      • Samsung
      • SUN Microsystems
      • Unknown
      OS family Operating system family that the visitor is using.
      • Android
      • Chrome OS
      • Firefox OS
      • Google
      • iOS
      • Linux
      • Mac OS
      • Tizen
      • Unknown
      • Windows 9x
      • Windows CE
      • Windows NT
      • Windows Phone
      • Ubuntu
      Browser family Browser family that the visitor is using, including all versions of the browser within that family.
      • Chrome
      • Firefox
      • HTC_HD2_T8585 Opera
      • IE Mobile
      • Internet Explorer
      • Opera
      • Safari
      • SamsungBrowser
      • Viera
      Browser version Major version of the browser that the visitor is using.
      • 55
      Campaign source* A search engine, newsletter, or other source (UTM parameter).
      • direct
      • adWords
      • Google
      Campaign medium* Medium such as email or cost-per-click (UTM parameter).
      • direct
      • organicsocialppcwebsite-ppc
      Campaign name* Specific product promotion or strategic campaign (UTM parameter).
      • test campaign
      • Summer19
      Campaign term* Keywords for this ad (UTM parameter).
      • device
      • trialsubscription
      Campaign content* Ads or links that point to the same URL (UTM parameter).
      Campaign Click ID* A unique number that generates when a potential customer clicks an affiliate link (UTM parameter).
      • CjwKCAiA1ZDiBRAXEiwAIWyNC2J6QZBJYwXHJPsZ
      • khECGKaZ7nRjmNEQzmn1Hqh8Labvn3FQ-Tn1pRoCEDYQAvD_BwE
      Campaign network* Ad network to which the click ID belongs (UTM parameter).
      • search network
      • display network
      Country Visitor’s country.
      • United States
      City Visitor’s city or town.
      • Chicago
      Region Visitor’s region.

      To track by United States, supply the two-digit state code in all caps.
      • Midwest
      • IN
      Post code Visitor’s postal code.
      • 60610
      CCA2 code Two-letter country code.
      • US
      Browser language code Language to which the visitor’s browser is set.
      Device OS language  Language to which the visitor’s device is set.
      Organization name Organization name derived from the IP.
      • alto-universal.com
      Referral URL Referrer page URL.
      • https://alto-universal.com/auto#quote-details
      Referral hostname Referrer host or hostname.
      • alto-universal.com
      Referral medium Referrer medium.
      • search, social, email, unknown, internal, paid
      Authenticated Indicates whether the event was produced during an authenticated session. 
      • Boolean: True or False
      App name Name of the application.
      • Alto-universal
      App namespace Unique application ID. 
      • com.alto-universal.testapp
      App version Application version number. 
      • 2.6.11
      App build number Application build number. 
      • 15

      Customer journey attributes

      When you define a condition that includes a visitor journey attribute, Genesys Cloud matches visitors based on whether they take the action. For example, visitors who complete a form, go to a specific webpage, or add a product to their shopping cart but don’t complete the purchase.

      For more information about visitor journey attribute operators, see operators.

      Notes:
      • To track a more complex visitor journey, define multiple conditions. Genesys Cloud evaluates all conditions in the visitor journey sequentially, in the order that you define them. The system doesn’t validate free form text. If you misspell a value, the outcome doesn’t trigger. For example, typing “ACB Retailer” when the page title is “ABC Retailer.”
      • When specifying a time for a custom web event, include milliseconds.
      • When specifying numeric values for a custom web event, only numeric relational operators are available. For example, you have a custom event called “CartValue” and you want to target all customers who have a cart value of $100 or more. Select the “greater than or equal to” operator and type 100 in the value box. Note: You can include decimal points but not the currency symbol.

      Attribute name Description Session type Example
      autotrackClick To track when and where a visitor clicks a webpage. For more information, see autotrackClick. Web Clicks the ‘More’ button.
      Custom attribute Allows you to identify groups of visitors based on characteristics and behaviors that are specific to your business.

      Web

      App

      		 “productCode” or “productName”
      Event name Represents actions that occur on your website. For example, an object clicked (such as a button, link, or menu option), error generated, inactivity detected, URL changed, or scroll detected.

      For more information about configuring events, see About modules.

      Web

      App

      The recommended format is object_action.

      • button_click
      • link_click
      • page_scroll
      • key_press
      • textbox_entry
      form:track To track the value of webpage form submissions. For more information, see forms:track. Web sign-up-form
      Page URL URL of the page. A full protocol is required. Web https://www.genesys.com/?s&q=predictive%20engagement
      Page title Meta title of the page (not the heading on the page). Web Contact Us
      Page hostname Host name of the page’s URL. Web app.genesys.cloud
      Page domain Domain of the page’s URL. Web app.genesys.cloud
      Page fragment A fragment of the page’s URL, sometimes called a named anchor. It usually appears at the end of a URL and begins with a hash (#) character followed by the identifier. Web #/journey/segment/create
      Page keywords Keywords from the HTML<meta>tag of the page. Web contact
      Page pathname Path name of the page. Web /journey/admin/
      Search query Represents the keywords in a visitor’s search query.

      Web

      App

      		 test
      URL query string Query a string that passes to the page in the current event. Web q=test
      Screen name Name of the viewed mobile app screen. App Products