Build outcomes

Learn how to build the business goals you are trying to achieve. Later you build action maps that trigger based on the likelihood that a user will achieve an outcome and analyze users' progress against outcomes.

Prerequisites

• Configure the following permissions in PureCloud:
  • Journey > Outcome > Add, Delete, Edit, and View

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.

Search for and view outcomes

1. Click Admin.
2. Under Altocloud, click Outcomes.
3. To search for an outcome, start typing its name in the Search box. Search is case-insensitive.
4. To sort the list, click the Ascending/Descending buttons in Name or Updated column headings.

Create an outcome

Tip

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

1. Click Admin.
2. Under Altocloud, click Outcomes.
3. Click Create Outcome.
4. Use a descriptive name.
5. Define at least one outcome attribute:
   • Example: pageUrl equals http://my-site/complete/purchase
   • Available operators
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.

Duplicate an outcome

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

1. Click Admin.
2. Under Altocloud, click Outcomes.
3. Search for the outcome you want.
4. Under options, click Duplicate.
5. Update the outcome name.
6. Update conditions as necessary.
7. Make any other changes. For more information, see Create an outcome.
8. Click Save and close.

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, be sure to click the checkmark for each changed condition before you save the outcome.

Edit an outcome

1. Click Admin.
2. Under Altocloud, click Outcomes.
3. Search for the outcome you want.
4. Under options, click Edit.
5. Make any necessary changes. For more information, see Create an outcome.
6. Click Save and close.

Activate or deactivate an outcome

When you create an outcome, it is automatically activated. This means it is ready to use on your site.

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.

Tip

To permanently remove the segment, delete it instead.

Delete an outcome

Tip

Deletion is permanent. To temporarily suspend the outcome from being available, deactivate it instead.

1. Click Admin.
2. Under Altocloud, click Outcomes.
3. Search for the outcome you want.
4. Under options, click Delete.
5. Click Yes.