Outcomes

Outcomes correspond to business goals that you want to monitor and achieve.

Prerequisites
Configure the following permissions in PureCloud:

• Journey > Outcome > Add, Delete, Edit, and View permissions

About outcomes

In order for Genesys Predictive Engagement to assist your customers in achieving your business goals, you must first define each business goal as anNo results in Genesys Predictive Engagement. Every night, Genesys Predictive Engagement analyzes the customer activity from that day. Based on this analysis, Genesys Predictive Engagement learns how to use your action maps to steer future customers towards your business outcomes.

Tip

• The more outcomes you create, the better Genesys Predictive Engagement will be able to predict future outcome scores.
• Outcomes can also represent negative behaviors: things that you want your customers not to do.

View your outcomes

1. Click Admin.
2. Under Altocloud, click Outcomes.

Tip

Search for an outcome by its name or description. Search is case-insensitive.

Create an outcome

1. Click Admin.
2. Under Altocloud, click Outcomes.
3. Click Create Outcome.
4. Use a descriptive name.
5. Define at least one outcome condition.
   
6. Click Save and close.

Important

You can specify as many visitor attributes and visitor journey conditions as you want. You must specify at least one.

Deactivate an outcome

Deactivate an outcome when you no longer need it.

1. Click Admin.
2. Under Altocloud, click Outcomes.
3. Click the name of the outcome you want to deactivate.
4. Click the Active toggle so it is gray.
5. Click Submit.

Important

Do not delete outcomes.