About tracking with Genesys Predictive Engagement

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

Before you begin

Read about the type of data that Genesys Predictive Engagement tracks and how to ensure you track customer 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.

Deploy the tracking snippet

Copy the tracking snippet and, if necessary, customize how it works. Then review how to deploy it either by using a tag manager or by deploying it manually.

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, you must call it by doing either 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 users arrive on your webpages.

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 user

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.