Genesys Predictive Engagement Glossary

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.
customer journey	History of a visitor's activity on your website and with your agents.
journey optimization logic	Combination of segments, outcomes, and action maps that improve Genesys Predictive Engagement's AI capabilities. For more information, see: Create an action map View outcomes View segments
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 View 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.
segment	Group of visitors that share similar behavior or characteristics.
visitor	Person who is looking at your website. A visitor may or may not correspond to an existing customer record.