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	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 View segments.
visitor	Person who is looking at your website. A visitor may or may not correspond to an existing customer record.