ATC/Current/AdminGuide/Outcomes

Learn how to search for, create, edit, duplicate, and delete outcomes.

Prerequisites

• Configure the following permissions in Genesys Cloud CX:
  • Journey > Outcome >Add , Delete, Edit, View

View outcomes list

Name: Outcome name.

Updated: Date the outcome was last modified in Predictive Engagement.

Description: Outcome description.

Active: Indicates whether the outcome is ready to use on your website.

Options: Menu of options available for the outcome, such as edit, delete, and duplicate.

Search for outcomes

Type one or more characters (not case-sensitive) for which to search. As you type, only the outcomes that match your criteria appear in the list.

A column heading with an arrow indicates that you can click the arrow to sort the list by that entity. An upward-pointing arrow indicates that the list is in ascending order and a downward-pointing arrow indicates that the list is in descending order.

Create an outcome

To create an outcome, click Create outcome and then follow the instructions in Manage outcomes.

Important

Starting on June 14, 2021, you can no longer create more than 10 outcomes. For more information, see Outcome limitation change.

Edit an outcome

To modify an outcome, search for it and then click the Edit menu option. Follow the instructions in Manage outcomes.

Duplicate an outcome

To simplify the process of creating an outcome, you can duplicate an existing outcome. Search for the outcome to duplicate and then click the Duplicate menu option. The duplicate outcome displays in edit mode. Specify a new name for the duplicate outcome and then modify the remaining information as appropriate.

Important

Genesys Predictive Engagement scores the new outcome independently from the original outcome based on visit data gathered after you save and activate the new outcome. If you edit any of the conditions for the outcome, click the checkmark for each changed condition before you save the outcome.

Delete an outcome

To delete an outcome permanently, search for the outcome, click the Delete menu option, and then confirm.

Important

Deletion is permanent. To suspend the outcome from use temporarily, deactivate it instead.

View outcome report

Feature coming soon:

To learn how well you are engaging specific segments of visitors, click the Outcome Reporting can be found here menu option.

Entity	Description
Name	Outcome name.
Action Maps	Number of action maps that have assisted in an outcome achievement.
Achieved	Number of times that the outcome was achieved.
Achieved w/ Action	Number of outcomes achieved that were associated to a web action (such as, web chat or content offer).
Achieved w/ Action %	Percent of actions that achieved the outcome (Achieved with Action / number of actions).
Segments	Number of segments that achieved the outcome.
Active	Indicates whether the outcome is ready to use on your web site.
Updated	Date the outcome was last modified.

For more information about Journey Outcomes, see the Journey Outcomes view in the Genesys Cloud CX Resource Center.