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.

    Note:
    • Specify as least one condition.
    • Outcome Scoring is disabled 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: visitor visiting a website, 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 has ‘/paymentSuccessful’ etc. is used and that the outcome is not limited to a particular domain. This helps improve 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 U.S. states, supply the 2-digit state code (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. en-gb

    Standard browser language codes
    Device OS language  Language to which the visitor’s device is set. en-gb

    Standard browser language codes
    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 Predictive Engagement 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 Predictive Engagement 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, say you have a custom event called “CartValue” and you want to target all customers who have a cart value of $100 or more. You would 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. 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 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