Difference between revisions of "ATC/Current/AdminGuide/Outcomes"

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{{Article
 
{{Article
 
|Standalone=No
 
|Standalone=No
−
|DisplayName=Build outcomes
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|DisplayName=View outcomes
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|TocName=Build outcomes
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|TocName=View outcomes
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|Context=Define business goals that you want to track and predict.
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|Context=Learn how to search for, create, edit, duplicate, and delete outcomes.
 +
 
 +
<br />
 +
|Dimension=Outcomes
 
|ComingSoon=No
 
|ComingSoon=No
 
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 
|Prereq='''Prerequisites'''
 
|Prereq='''Prerequisites'''
  
−
*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
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*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:]
 
**'''Journey '''>''' Outcome '''>'''Add ''', '''Delete''', '''Edit''', '''View'''
 
**'''Journey '''>''' Outcome '''>'''Add ''', '''Delete''', '''Edit''', '''View'''
 
|Section={{Section
 
|Section={{Section
−
|sectionHeading=Search for and view outcomes
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|sectionHeading=View outcomes list
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|anchor=View
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|anchor=ViewOutcomes
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=OutcomesView.png
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|image=ViewOutcome.png
 +
|AltText=View outcomes
 +
|structuredtext='''Name:''' Outcome name.
 +
 
 +
'''Updated:''' Date the outcome was last modified in Predictive Engagement.
 +
 
 +
'''Description:''' Outcome description.
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 +
'''Active:''' Indicates whether the outcome is ready to use on your website.
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'''Options:''' Menu of options available for the outcome, such as edit, delete, and duplicate.
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Create an outcome
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|sectionHeading=Search for outcomes
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|anchor=CreateOutcome
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|anchor=Search
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=OutcomeCreatePEPC.png
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|image=OutcomesView.png
−
|structuredtext={{NoteFormat|To simplify the process of creating an outcome, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcomes#Duplicate|display text=duplicate an existing outcome.}}|2}}
+
|structuredtext=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.
  
−
#Click '''Admin'''.
+
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.
−
#Under '''Altocloud''', click '''Outcomes'''.
 
−
#Click '''Create Outcome'''.
 
−
#Use a descriptive name.
 
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#Use an {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Operators|display text=operator}} to define at least one of the following types of conditions:
 
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#*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_attributes|display text=Visitor attribute}}
 
−
#*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions|anchor=WebSessionEvents|display text=Web event}}
 
−
#*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=ConvoEvents|display text=Conversation event}}
 
−
#*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|anchor=CreateCustomEvents|display text=Custom event}}
 
−
#Click '''Save and close'''.
 
−
{{NoteFormat|
 
−
*You can specify as many conditions as you want. You must specify at least one.  
 
−
|1}}
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|sectionHeading=LIMITS
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|sectionHeading=Create an outcome
−
|alignment=Vertical
+
|anchor=CreateOutcome
−
|structuredtext=Add this to the bottom of the note in Create section when LIMITS go live:
 
−
 
 
−
<br />
 
−
 
 
−
*For information on the number of outcomes you can create for your organization, see {{Link-Standalone|topic=ATC/Limits}}.
 
−
 
 
−
<br />
 
−
|Status=Yes
 
−
}}{{Section
 
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|sectionHeading=Duplicate an outcome
 
−
|anchor=Duplicate
 
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
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|image=OutcomeDuplicate2.png
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|image=CreateOutcomeOption.png
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|structuredtext=To simplify the process of creating a new outcome, duplicate an existing outcome.
+
|structuredtext=To create an outcome, click '''Create outcome''' and then follow the instructions in {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Manage_outcomes}}.{{NoteFormat|Starting on June 14, 2021, you can no longer create more than 10 outcomes. For more information, see {{Link-Standalone|topic=ATC/outcome_limitation_change}}.|}}<br />
−
 
 
−
#Click '''Admin'''.
 
−
#Under '''Altocloud''', click '''Outcomes'''.
 
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#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcomes#View|display text=Search for the outcome you want.}}
 
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#In the Options column, click the menu and then click '''Duplicate'''.
 
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#Update the outcome name.
 
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#Update {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_attributes|display text=attributes}} as necessary.
 
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#Make any other changes. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcomes#CreateOutcome|display text=Create an outcome.}}
 
−
#Click '''Save and close'''.
 
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{{NoteFormat|{{MINTYDOCSPRODUCT}} scores the new outcome independently from the original outcome based on visit data gathered after you save and activate the new outcome.
 
−
 
 
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If you edit any of the conditions for the outcome, be sure to click the '''checkmark''' for each  changed condition before you save the outcome. }}
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
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|image=OutcomeEdit2.png
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|image=OutcomeEdit.png
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|structuredtext=#Click '''Admin'''.
+
|structuredtext=To modify an outcome, search for it and then click the '''Edit''' menu option. Follow the instructions in {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Manage_outcomes}}.
−
#Under '''Altocloud''', click  '''Outcomes'''.
 
−
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcomes#View|display text=Search for the outcome you want.}}
 
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#In the Options column, click the menu and then click '''Edit'''.
 
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#Make any necessary changes. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcomes#CreateOutcome|display text=Create an outcome.}}
 
−
#Click '''Save and close'''.
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|sectionHeading=Activate or deactivate an outcome
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|sectionHeading=Duplicate an outcome
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|anchor=Activate
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|anchor=Duplicate
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
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|image=OutcomeDeactivatePEPC.png
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|image=OutcomeDuplicate.png
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|structuredtext=When you create an outcome, it is automatically activated. This means it is ready to use on your site.[[File:ActiveToggle.png]]
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|structuredtext=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.{{NoteFormat|{{MINTYDOCSPRODUCT}} scores the new outcome independently from the original outcome based on visit data gathered after you save and activate the new outcome.  
  
−
To determine when an outcome becomes available, use the '''Active''' switch, which appears at the bottom of the page when you create or edit an outcome.
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If you edit any of the conditions for the outcome, click the '''checkmark''' for each changed condition before you save the outcome. |}}
−
 
 
−
{{NoteFormat|To permanently remove the segment, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcomes#Delete|display text=delete it}} instead.|2}}
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|Media=Image
 
|Media=Image
 
|image=OutcomeDelete.png
 
|image=OutcomeDelete.png
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|structuredtext={{NoteFormat|Deletion is permanent. To temporarily suspend the outcome from being available, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcomes#Activate|display text=deactivate it}} instead.|2}}
+
|structuredtext=To delete an outcome permanently, search for the outcome, click the '''Delete''' menu option, and then confirm.{{NoteFormat|Deletion is permanent. To suspend the outcome from use temporarily, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcomes#Activate|display text=deactivate it}} instead.|1}}<br />
−
 
+
|Status=No
−
#Click '''Admin'''.
+
}}{{Section
−
#Under '''Altocloud''', click '''Outcomes'''.
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|sectionHeading=View outcome report
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#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcomes#View|display text=Search for the outcome you want.}}
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|anchor=OutcomeReport
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#Under options, click '''Delete'''.
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|alignment=Horizontal
−
#Click '''Yes'''.
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|Media=Image
 +
|image=OutcomeReport.png
 +
|structuredtext=To learn how well you are engaging specific segments of visitors, click the '''Outcome Reporting can be found here''' menu option.
 +
{{{!}} class="wikitable"
 +
{{!}}+
 +
!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 [https://help.mypurecloud.com/articles/?p=238681 Journey Outcomes view] in the Genesys Cloud CX Resource Center.
 +
<br />
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Latest revision as of 09:47, January 19, 2022

This topic is part of the manual Genesys Predictive Engagement Administrator's Guide for version Current of Genesys Predictive Engagement.

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


Prerequisites

View outcomes list

View outcomes

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

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.


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