Genesys Cloud – Deprecation: Journey Outcomes

On the effective date, Genesys Cloud will deprecate the Journey Outcomes feature in Genesys Predictive Engagement (GPE). As part of this deprecation, after the effective date, the following features are not available:

• Customers cannot create or manage outcomes either through the user interface or APIs.
• Existing journey outcomes are not processed.
• New outcome records are not generated.
• Journey outcomes do not trigger any action maps.
• Customers cannot access reporting data related to Journey Outcomes.

Customer Outcomes

Customer Outcomes, a brand new platform-level feature that is under development will replace Journey Outcomes. The Customer Outcomes design provides a simplified, omnichannel, event-driven model that focuses on single-event results, clear measurement, and future scalability across channels.

This transition establishes a strong foundation for the future use cases for outcomes by enabling more accurate analytics and next-generation orchestration. However, the Outcome Scoring feature will not be a part of Customer Outcomes.

You can track the progress of Customer Outcomes from the Aha! Ideas portal.

FAQs

Am I affected?

You are affected by this deprecation if your organization uses one or more of the following Journey Outcomes features:

• Journey Outcomes configuration
• Journey Outcomes APIs (including predictor and attribution endpoints)
• Journey analytics metrics referencing outcomes
• Action Maps triggered by Journey Outcomes
• Architect flows using Journey Outcomes actions

What do I need to do before the removal date?

Before the effective date, Genesys recommends that you perform the following preparatory steps:

• Review your current GPE action map and GPE outcome configurations to understand where they are used for orchestration or reporting.
• Avoid creating outcome configurations after this announcement; they will not be supported.
• Draft a plan to migrate to the new Customer Outcomes feature once available.
• Watch out for direct communications outlining next steps, migration tools, and key dates for your organization.

What is the impact on my existing outcomes configuration?

• Existing outcomes will not continue to operate from a reporting point of view. Genesys recommends that you export the outcome reports before the deprecation date if you require the data for a longer term.
• Existing outcomes will not remain active or available until the new feature is available. After the deprecation date, existing outcomes will no longer be available.
• Existing action maps with only outcome triggers stop qualifying if they are not removed or disabled. The action maps will not be deleted but the trigger will be removed from the configuration.
• Any flows with the getJourneyOutcome action will skip that branch and run normally.

How can I prepare for this deprecation?

If your organization uses any of the outcomes features, ensure that you remove or update them before the effective date by using the following guidelines:

1. Disable or delete any existing outcomes.
2. Remove outcomes set as triggers in action maps.
3. Update any Architect flows that include the getJourneyOutcome action.
4. Remove any API calls that reaches the following Journey Outcomes endpoints:
   1. Outcomes
      • GET /api/v2/journey/outcomes
      • POST /api/v2/journey/outcomes
      • GET /api/v2/journey/outcomes/{outcomeId}
      • PATCH /api/v2/journey/outcomes/{outcomeId}
      • DELETE /api/v2/journey/outcomes/{outcomeId}
   2. Outcome Predictors
      • GET /api/v2/journey/outcomes/predictors
      • POST /api/v2/journey/outcomes/predictors
      • GET /api/v2/journey/outcomes/predictors/{predictorId}
      • DELETE /api/v2/journey/outcomes/predictors/{predictorId}
      • GET /api/v2/journey/sessions/{sessionId}/outcomescores
   3. Attribution (Jobs and Results)
      • POST /api/v2/journey/outcomes/attributions/jobs
      • GET /api/v2/journey/outcomes/attributions/jobs/{jobId}
      • GET /api/v2/journey/outcomes/attributions/jobs/{jobId}/results
      • POST /api/v2/journey/actionmaps/estimates/jobs
      • GET /api/v2/journey/actionmaps/estimates/jobs/{jobId}
      • GET /api/v2/journey/actionmaps/estimates/jobs/{jobId}/results
5. Update any calls to /api/v2/analytics/journeys/aggregates/query that reference the following metrics:
   • nJourneyOutcomesAchieved
   • nJourneyOutcomesAttributed
6. Before the effective date, export any required reporting data by using the Analytics feature or its respective APIs.

What if I need help or have questions?

Contact your Genesys account team. You can also visit Genesys Product Support for more assistance.