Genesys Predictive Engagement Glossary

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Glossary of terms for Genesys Predictive Engagement

Name Description
action map Defines how you want Genesys Predictive Engagement to interact with a visitor based on the visitor's matching segments and your preferred outcomes. For more information, see Create an action map.
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 visitors to segments or outcomes.
customer journey History of a visitor's activity on your website and with your agents.
event Represents a single activity, such as when a visitor purchases a product.
event attribute Extra piece of information about an event.
journey optimization logic Combination of segments, outcomes, and action maps that improve Genesys Predictive Engagement's AI capabilities. For more information, see:
journey patterns Actions on your website that all visitors in a particular segment took. Examples of journey patterns are completing a form or visiting a specific webpage.
outcome Business goal that you want to track and achieve. For more information, see Create outcomes.
probability 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%, a customer is 80% likely to buy the t-shirt.
probability score Numerical value that Genesys Predictive Engagement assigns to a customer based on the likelihood that they will achieve a given business outcome.
projection 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 visitor, the action map is qualified for that visitor.
Feature coming soon: Customer segments

Group of visitors that share similar behavior or characteristics. Session segments expire when the single session ends. Customer segments persist across sessions. For more information, see Create segments.

session Set of related events that involve a single visitor, within a given timeframe.
session attribute Extra piece of information about a session.
visitor Person who is looking at your website. A visitor may or may not correspond to an existing customer record.
visitor attribute Type of attribute used to create a condition that matches visitors to segments and outcomes based on a visitor characteristic. For example, uses a Chrome browser or lives in Canada.
visitor journey attribute Type of attribute used to create a condition that matches visitors to segments and outcomes based on a visitor behavior. For example, visits the Current Sales webpage.
web action An action that interacts directly with visitors through a web page. For example, content offers and web chats are web actions.
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