Genesys Cloud - Main

In this video, @Brian Feeney discusses a new feature "Analyze segment and web outcome events in Journey Management"

Administrators can now include segment and web outcome events from Genesys Predictive Engagement in Journey Management. This enhancement helps analysts understand how customer segments and web outcomes influence journey behavior, conversion, and effort. By combining pre-interaction web activity with existing journey data, analysts gain a more complete view of the customer experience and can better identify what drives desired outcomes such as self-service or escalation. This feature improves visibility into journey performance and supports more informed, data-driven decisions about customer engagement strategies.

Release notes: https://help.mypurecloud.com/releasenote/october-20-2025/

#TAMStudios #FeatureReview #JourneyManagement