About tracking with Genesys Predictive Engagement

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Get started tracking visitors on your website. Learn about Genesys Predictive Engagement's tracking abilities and how you can customize tracking to meet your business needs.


Web messaging

Web messaging: Feature coming soon!
If you are a Genesys Cloud customer, we encourage you to use the new web messaging feature to replace web chat. To start tracking, follow the instructions to the right and not the ones discussed in the remainder of this article.

Before you begin

Read about the type of data that Genesys Predictive Engagement tracks and how to ensure that you track visitor data in a regulatory-compliant manner. Understand the implications of using ad blocking software. Finally, learn how the tracking snippet works and the types of tracking snippets available.

Customize web tracking

Use the Web tracking feature to specify the domains to track and configure web-related tracking settings, such as whether to exclude query parameters and track URL fragments.

Call the tracking snippet

After the tracking snippet is on your webpages, call it using one of the following:

  • If you use the traditional snippet, call ac('init') to initialize the Journey JavaScript SDK.
  • If you use the SPA snippet, use ac('load') to load the autotrackUrlChange module and initialize the Journey JavaScript SDK.

After you initialize the Journey JavaScript SDK, Genesys Predictive Engagement tracks pageview events when visitors arrive on your webpages.

(Optional) Load custom modules

Genesys Predictive Engagement provides enhanced functionality through a set of modules that you can load to the Journey JavaScript SDK.

View tracking data

View tracking data in real time in Live Now.

  • Refresh Live Now to see up-to-the-minute activity.
  • Review current and previous session information for each active visitor.

Troubleshoot the tracking snippet

Learn how to troubleshoot the tracking snippet if it isn't working as expected.

Track more events

Use your tag manager to build custom tags and triggers that refine how Genesys Predictive Engagement tracks activity on your website.

Track domains and subdomains with cookies

Review how Genesys Predictive Engagement manages cookies by default. Then, use cookies to track domains and subdomains.