Genesys Predictive Engagement Glossary

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Glossary of terms for Genesys Predictive Engagement.

NameDescriptionFind more info
action map The definition of how Predictive Engagement will interact with specific users. Action maps define which users, which webpages, and which types of engagements to use. For example, an action might display an offer to chat to all users from Canada who visit a Fall Clearance page.
channel A channel represents the means by which a customer contacts you. Depending on your business, your channels may include:
  • Phone calls
  • Chats
  • Email
  • Messaging
  • Callback
conditions Expressions that tell Genesys Predictive Engagement how to match users to segments or outcomes.
customer journey The history of a customer's activity on your website and with your agents.
event An event represents a single activity, such as when a user purchases a product.
event attribute An extra piece of information about an event.
journey optimization logic The combination of segments, outcomes, and action maps that improve Predictive Engagement's AI capabilities. For more information, see
outcome A business goal that you want to track and achieve.
outcome probability score The numerical value that Genesys Predictive Engagement assigns to a customer based on the likelihood that they will achieve a given business outcome. Also called outcome score.
probability A percentage 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%, then a customer is 80% likely to buy the t-shirt.
projection A user-defined mapping that links event attributes to session attributes.
qualified When a trigger determines that Genesys Predictive Engagement should offer an action map to a user, the action map is qualified for that user.
segment A group of customers who share similar behavior or characteristics.
session A set of related events that involve a single user, within a given timeframe.
session attribute An extra piece of information about a session.
visitor attribute A type of attribute used to build a condition that matches users to segments and outcomes based on what some characteristic of the user. For example, uses a Chrome browser or lives in Canada.
visitor journey attribute A type of attribute used to build a condition that matches users to segments and outcomes based on what some behavior of the user. For example, visits the Current Sales webpage.
visitors People looking at your website. Also called users. A visitor may or may not correspond to an existing customer record.
web action An action that interacts directly with users through a web page. For example, content offers and web chats are web actions.