About outcomes
Outcomes represent the measurable business goals or results that you want to drive such as a completed purchase, reduced churn, or successful case resolution. Outcomes enable you to track effectiveness, optimize customer journeys, and align interactions with key objectives.
Create outcomes
Define the business results that you want to track such as conversions, renewals, or issue resolutions by creating outcomes that reflect your key goals. When you create an outcome, you specify what success looks like, how it’s measured, and where it applies across the customer journey. This helps you evaluate performance, optimize interactions, and align journeys with meaningful business impact.
Attributes and operators
When you create an outcome, you specify the conditions that make it possible. To specify the conditions, define an expression that includes an attribute and an operator.
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