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 . |
| channel | Represents the means by which a customer contacts you. Depending on your business, your channels may include:
|
| conditions | Expressions that tell Genesys Predictive Engagement how to match visitors to segments or outcomes. |
| customer journey | History of a visitor's activity on your website and with your agents. |
| event | Represents a single activity, such as when a visitor purchases a product. |
| event attribute | Extra piece of information about an event. |
| journey optimization logic | Combination of segments, outcomes, and action maps that improve Genesys Predictive Engagement's AI capabilities. For more information, see: |
| 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 . |
| 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. |
| projection | User-defined mapping that links event attributes to session attributes. |
| qualified | When a trigger determines that Genesys Predictive Engagement should offer an action map to a visitor, the action map is qualified for that visitor. |
| 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 . |
| session | Set of related events that involve a single visitor, within a given timeframe. |
| session attribute | Extra piece of information about a session. |
| visitor | Person who is looking at your website. A visitor may or may not correspond to an existing customer record. |
| visitor attribute | Type of attribute used to create a condition that matches visitors to segments and outcomes based on a visitor characteristic. For example, uses a Chrome browser or lives in Canada. |
| visitor journey attribute | Type of attribute used to create a condition that matches visitors to segments and outcomes based on a visitor behavior. For example, visits the Current Sales webpage. |
| web action | An action that interacts directly with visitors through a web page. For example, content offers and web chats are web actions. |
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