Manage outcomes

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

Learn how to define the business goals that you want to track and predict.

Prerequisites

Create or edit an outcome

To simplify the process of creating an outcome, duplicate an existing outcome.

Important
 
  • You must specify as least one condition.
  • Starting on June 14, 2021, you will no longer be able to create more than 10 outcomes. For more information, see Outcome limitation change.


Entity Description
Name Descriptive name of the outcome.
Description (Optional) Description of the outcome.
Visitor attributes Attributes that identify visitors based on characteristics such as location, browser, or device type.
Visitor journey Attributes that identify visitors based on their shared behaviors. For example, completing a form or going to a specific webpage.
Session type Session type for grouping data about a visitor's activities.
Active Outcomes are active by default.  When an outcome is active, it is ready to use on your web site. To deactivate an outcome temporarily, slide the toggle to No. To remove an outcome permanently, delete it instead.

AI-23 Add to section above

For more information about the number of outcomes that you can create for your organization, see Limits for Genesys Predictive Engagement objects.

(Adding the link to the Object_limits article causes the article not to save. So, add it at publication time.)

Visitor attributes

For more information about visitor attribute operators, see operators.

For more information about visitor attributes that enable UTM-tracking of campaign-specific activities, see Campaign attributes.


Important
The system doesn't validate free form text. If you misspell a value, the segment doesn't trigger. For example, typing "moble" instead of "mobile" as the device category.
Attribute name Description Examples
Device category Category of device that the visitor is using. desktop

mobile

other

tablet

Device type Type of device that the visitor is using. Apple

Archos

Asus

Google

HTC

Huawei

Nokia

Samsung

SUN Microsystems

Unknown

OS family Operating system family that the visitor is using. Android

Chrome OS

Firefox OS

Google

iOS

Linux

Mac OS

Tizen

Unknown

Windows 9x

Windows CE

Windows NT

Windows Phone

Ubuntu

Browser family Browser family that the visitor is using, including all versions of the browser within that family. Chrome

Firefox

HTC_HD2_T8585 Opera

IE Mobile

Internet Explorer

Opera

Safari

SamsungBrowser

Viera

Browser version Major version of the browser that the visitor is using. 55
Campaign source* A search engine, newsletter, or other source (UTM parameter). direct

adWords

Google

Campaign medium* Medium such as email or cost-per-click (UTM parameter). direct

organicsocialppcwebsite-ppc

Campaign name* Specific product promotion or strategic campaign (UTM parameter). test campaign

Summer19

Campaign term* Keywords for this ad (UTM parameter). device

trialsubscription

Campaign content* Ads or links that point to the same URL (UTM parameter).
Campaign Click ID* Unique number that generates when a potential customer clicks an affiliate link (UTM parameter). CjwKCAiA1ZDiBRAXEiwAIWyNC2J6QZBJYwXHJPsZ

khECGKaZ7nRjmNEQzmn1Hqh8Labvn3FQ-Tn1pRoCEDYQAvD_BwE

Campaign network* Ad network to which the click ID belongs (UTM parameter). search network

display network

Country Visitor's country. United States
City Visitor's city or town. Chicago
Region Visitor's region.

To track by U.S. states, supply the 2-digit state code (all caps).

Midwest

IN

Post code Visitor's postal code. 60610
CCA2 code Two-letter country code. US
Browser language code Language to which the visitor's browser is set. en-gb

Standard browser language codes

Organization name Organization name derived from the IP. alto-universal.com
Referral URL Referrer page URL. https://alto-universal.com/auto#quote-details
Referral hostname Referrer host or hostname. alto-universal.com

Visitor journey session types

For more information about each type of session, see:

Session type Examples Example events in the session
Web A user goes to your website and completes a form to place an online order.
  1. Go to the website.
  2. Go to the online order form.
  3. Complete the form.
  4. Submit the form.
Custom An order ships.
  1. Remove from inventory stock.
  2. Put on a plane.
  3. Deliver to a distribution center.
  4. Put on a truck.
  5. Deliver to customer's address.

Visitor journey attributes

When you define a condition that includes a visitor journey attribute, Genesys Predictive Engagement matches visitors based on whether they take the action. For example, visitors who complete a form, go to a specific webpage, or add a product to their shopping cart but don't complete the purchase.

For more information about visitor journey attribute operators, see operators.
Important
To track a more complex visitor journey, define multiple conditions. Genesys Predictive Engagement evaluates all conditions in the visitor journey sequentially, in the order that you define them.
Important
 
  • The system doesn't validate free form text. If you misspell a value, the segment doesn't trigger. For example, typing "ACB Retailer" when the page title is "ABC Retailer".
  • When specifying time for a custom web event, include milliseconds.
  • When specifying numeric values for a custom web event, only numeric relational operators are available. For example, say you have a custom event called "CartValue" and you want to target all customers who have a cart value of $100 or more. You would select the "greater than or equal to" operator and type 100 in the value box. Note: You can include decimal points but not the currency symbol.
Attribute name Description Example
autotrackClick To track when and where a visitor clicks on a webpage. For more information, see autotrackClick. Clicks 'More' button.
Custom attribute Allows you to identify groups of visitors based on characteristics and behaviors that are specific to your business. packageDeliveryStatus
Event name Represents actions that occur on your website. For example, object clicked (such as a button, link, or menu option), error generated, inactivity detected, URL changed, or scroll detected.

For more information about configuring events, see About modules.

The recommended format is object_action.

  • button_click
  • link_click
  • page_scroll
  • key_press
  • textbox_entry
form:track To track the value of webpage form submissions. For more information, see forms:track. sign-up-form
Page URL URL of the page. Full protocol required. https://www.genesys.com/?s&q=predictive%20engagement
Page title Meta title of the page (not the heading on the page). Contact Us
Page hostname Host name of the page's URL. app.genesys.cloud
Page domain Domain of the page's URL. app.genesys.cloud
Page fragment Fragment of the page's URL, sometimes called a named anchor. It usually appears at the end of a URL and begins with a hash (#) character followed by the identifier. #/journey/segment/create
Page keywords Keywords from the HTML<meta>tag of the page. contact
Page pathname Path name of the page. /journey/admin/
Search query Represents the keywords in a visitor's search query. test
URL query string Query string that passes to the page in the current event. q=test

Related articles

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