Outcome scores (admin view)

AI-generated summary

Genesys Cloud provides real-time tracking of customer journeys and outcomes on websites, allowing admins to monitor visitor progress toward defined business goals. Outcome scores display as solid green bars when visitors achieve goals, or partial green/red bars indicating progress toward outcomes. The feature requires specific Journey module permissions including Customer View, Event View, Outcome View, and Visit View to access customer information, journey events, achieved outcomes, and live visitor tracking. Admins can define business outcomes within Genesys Cloud and use outcome scores to measure how close visitors are to desired goals. Note that the Journey Outcomes feature in Genesys Predictive Engagement (GPE) is being deprecated, with additional information available in the deprecation documentation.

Feature deprecation: Genesys Cloud will deprecate the Journey Outcomes feature in Genesys Predictive Engagement (GPE). For more information, see .

PrerequisitesClick to expand

View outcome scores

A solid green bar indicates that the visitor achieved the outcome.

A bar with green and red indicates that the visitor has not yet achieved the outcome. The amount of green indicates approximately how close the visitor is to achieving the goal. For more information on defining business outcomes, see Manage outcomes. For more information on how Genesys Predictive Engagement gathers and uses outcome data, see Outcomes overview.

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Outcome scores (admin view)