Genesys Predictive Engagement Administrator FAQs

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This page lists all FAQs for Genesys Predictive Engagement administrators.

What is Genesys Predictive Engagement?

Genesys Predictive Engagement is a cloud-based, AI-powered customer engagement solution that analyzes visitors' behaviors on websites, predicts the outcomes visitors are trying to achieve, and personalizes engagements to help visitors achieve those outcomes.

What defines a website visit?

A Web visit starts from the moment a visitor lands on a website and provides consent for tracking. The Web visit continues while customer browses through the website and lasts until the visitor is inactive for 30 minutes. If the visitor resumes browsing after 30 minutes, Genesys Predictive Engagement tracks that activity as a new Web visit.

Does Genesys Predictive Engagement work on mobile applications?

There is no explicit support for using Genesys Predictive Engagement on mobile apps. On both desktop and mobile browsers, the Genesys Predictive Engagement tracking snippet tracks websites only.

Which data attributes are captured during a customer's journey?

We recognize that every customer's journey is unique and we can capture numerous data attributes. By default, Genesys Predictive Engagement captures page view data from the browser (URL, page title, browser type, location) and uses this information to assign the appropriate segment(s) to the customer.

For a full list of the data attributes we support, see visitor attributes, campaign attributes, visitor journey attributes, and custom attributes.

What standard reports are provided?

Genesys Predictive Engagementoffers two families of reports, both of which can be filtered for a time period:

Does Genesys Predictive Engagement provide GDPR compliance?

As part of the Genesys Cloud platform, Predictive Engagement complies with GDPR regulations. For complete information information about Genesys Cloud and GDPR, see Genesys Cloud and GDPR compliance. See also Predictive Engagement-specific considerations.

Does Genesys Predictive Engagement support domain allowlists?

Yes. Customers can configure a list of allowed domains. This list limits the domains that Genesys Predictive Engagement tracks.

Does Genesys Predictive Engagement handle IP address blocklists?

You can designate IP addresses for which Genesys Predictive Engagement should not generate web events. For more information, see Exclude IP addresses.

Can Genesys Predictive Engagement distinguish between desktop and mobile browsers?

Yes. Audience segmentation takes into account device type. For more information, see Visitor attributes.

Can Genesys Predictive Engagement distinguish between browser family and OS type?

Yes. Audience segmentation takes into account browser family and OS type. For more information, see Visitor attributes.

Does Genesys Predictive Engagement support co-browse or screenshare in Genesys Cloud?

No, Genesys Predictive Engagement does not work with the co-browse or screenshare capabilities of Genesys Cloud. This means that if a user accepts a proactive chat via Genesys Predictive Engagement, an agent cannot subsequently escalate the chat to a co-browse or a screenshare session.

Which languages does Genesys Predictive Engagement support?

The user interface for Predictive Engagement administrative features is currently localized in the following languages:

  • Dutch
  • French
  • German
  • Italian
  • Japanese
  • Korean
  • Portuguese
  • Spanish
  • Swedish

The user interface for Predictive Engagement agent features is currently localized in the following languages:

  • Chinese Simplified
  • Chinese Traditional
  • Danish
  • Dutch
  • Finnish
  • French
  • German
  • Italian
  • Japanese
  • Korean
  • Norwegian
  • Polish
  • Portuguese
  • Spanish
  • Swedish
  • Thai
  • Turkish

How do I increase the offered rate of web chats?

  • Ensure that the conditions of the action map that has a URL condition enforcer are not restricting the ability to offer more chats.
  • View the Action Map Performance report to see how many chats are qualifying outside business hours.

How can I increase the number of offers from qualified action maps?

  1. Genesys Predictive Engagement enforces URL conditions after qualification. Consider removing URL conditions or changing to a more restrictive operator, such as "contains all."
  2. If agents belong to multiple queues, it can impact their availability.
  3. Ensure that you aren't targeting engagements too late, as there is a latency of up to 10 seconds between the qualification and the offer. So, ensure that you are targeting visitors before they leave your site.
  4. Ensure that there isn't too much overlap in action maps. While it is good to define granular criteria, Genesys Predictive Engagement only offers an action map per action type (chat or content offer) once per webpage.

How can I increase the number of qualifications?

  1. Use outcome scoring or adjust the outcome probability to a lower level to allow more qualifications for that outcome. You can have up to 10 outcomes. This configuration type is the easiest and most efficient. For more information, see Outcomes overview.
  2. Identify traffic sources that are not performing well on conversion rates. Target these sources as segments to see whether chat, content, or bot intervention can help.
  3. Ensure that the tracking snippet is on all pages of your site.
  4. Configure more custom web events, particularly if your website journey is form-based, that Genesys Predictive Engagement can track to provide more insight for outcome scoring. Also, implement a static rule to always trigger for know pain points. For example, an error message on form submission or an inline validation error.

Can a visitor qualify for an action map more than once within a single session?

When you create an action map, you specify the conditions, or triggers, that make it for a visitor. Possible triggers include:

If multiple action maps are qualified, the priority of each action map determines which one Genesys Predictive Engagement offers to the visitor. For more information, see Set the priority.

A customer cannot qualify for the same action map multiple times in a single.
[View in source]

Can I use a tag management system to deploy the tracking snippet?

To easily deploy the Genesys Predictive Engagement tracking snippet, use your preferred tag manager. For example:

Important
  • Deploy the widgets transport above the location where you deploy the Genesys Predictive Engagement tracking snippet.
  • uBlock and other ad blocking software is known to block tag managers, in which case the tracking snippet deployed through the tag manager would also be blocked. For more information, see Ad blockers.

[View in source]

How can I troubleshoot the tracking snippet?

If the tracking snippet does not work properly when you load your web pages, check the following things:

  • Is the snippet on the correct page?
  • Is the snippet correctly placed in the header?
  • Are all of the parameters specified correctly?
  • Are there any typos, missing characters, or extra white space?
  • Have any characters been replaced by their printable equivalents?
  • Is the domain on the list of allowed domains?

For more suggestions, see Deployment notes.

[View in source]

How does Predictive Engagement ensure that an agent is available to chat with a visitor?

When Genesys Predictive Engagement presents an offer to chat to a visitor, that offer can include an invitation to speak directly with a live agent assigned to the queue to which the action map routes. Multiple action maps can route to the same target queue.
Important
 
  • Genesys Predictive Engagement can offer web actions, such as web chats and content offers, every 10 seconds. Visitors may experience a delay in receiving these types of offers.
  • Only use the Route if agents available option for web chat engagements that you don't intend to route to a bot.
  • Multiple action maps can route to the same target queue.
Genesys Predictive Engagement allows chat offers when the following criteria are met:
  • Action map conditions are met.
  • URL conditions are verified.
  • Throttling allows the chat. By default, throttling aims to have 80% of chats answered within 20 seconds.
  • Agents are on queue.
  • Chat is within scheduled hours.

Genesys Predictive Engagement calculates the service level based on the queue's configuration in Genesys Cloud.

To specify a target queue for an action map, create an action map and then specify the queue to which to route the chat offer. For more information about creating queues in Genesys Cloud, see Queue administration.
[View in source]

What is Genesys Predictive Engagement?

Genesys Predictive Engagement is a cloud-based, AI-powered customer engagement solution that analyzes visitors' behaviors on websites, predicts the outcomes visitors are trying to achieve, and personalizes engagements to help visitors achieve those outcomes.

What defines a website visit?

A Web visit starts from the moment a visitor lands on a website and provides consent for tracking. The Web visit continues while customer browses through the website and lasts until the visitor is inactive for 30 minutes. If the visitor resumes browsing after 30 minutes, Genesys Predictive Engagement tracks that activity as a new Web visit.

Does Genesys Predictive Engagement work on mobile applications?

There is no explicit support for using Genesys Predictive Engagement on mobile apps. On both desktop and mobile browsers, the Genesys Predictive Engagement tracking snippet tracks websites only.

Which data attributes are captured during a customer's journey?

We recognize that every customer's journey is unique and we can capture numerous data attributes. By default, Genesys Predictive Engagement captures page view data from the browser (URL, page title, browser type, location) and uses this information to assign the appropriate segment(s) to the customer.

For a full list of the data attributes we support, see visitor attributes, campaign attributes, visitor journey attributes, and custom attributes.

What standard reports are provided?

Genesys Predictive Engagementoffers two families of reports, both of which can be filtered for a time period:

Does Genesys Predictive Engagement provide GDPR compliance?

As part of the Genesys Cloud platform, Predictive Engagement complies with GDPR regulations. For complete information information about Genesys Cloud and GDPR, see Genesys Cloud and GDPR compliance. See also Predictive Engagement-specific considerations.

Does Genesys Predictive Engagement support domain allowlists?

Yes. Customers can configure a list of allowed domains. This list limits the domains that Genesys Predictive Engagement tracks.

Does Genesys Predictive Engagement handle IP address blocklists?

You can designate IP addresses for which Genesys Predictive Engagement should not generate web events. For more information, see Exclude IP addresses.

Can Genesys Predictive Engagement distinguish between desktop and mobile browsers?

Yes. Audience segmentation takes into account device type. For more information, see Visitor attributes.

Can Genesys Predictive Engagement distinguish between browser family and OS type?

Yes. Audience segmentation takes into account browser family and OS type. For more information, see Visitor attributes.

Does Genesys Predictive Engagement support co-browse or screenshare in Genesys Cloud?

No, Genesys Predictive Engagement does not work with the co-browse or screenshare capabilities of Genesys Cloud. This means that if a user accepts a proactive chat via Genesys Predictive Engagement, an agent cannot subsequently escalate the chat to a co-browse or a screenshare session.

Which languages does Genesys Predictive Engagement support?

The user interface for Predictive Engagement administrative features is currently localized in the following languages:

  • Dutch
  • French
  • German
  • Italian
  • Japanese
  • Korean
  • Portuguese
  • Spanish
  • Swedish

The user interface for Predictive Engagement agent features is currently localized in the following languages:

  • Chinese Simplified
  • Chinese Traditional
  • Danish
  • Dutch
  • Finnish
  • French
  • German
  • Italian
  • Japanese
  • Korean
  • Norwegian
  • Polish
  • Portuguese
  • Spanish
  • Swedish
  • Thai
  • Turkish

How can I increase the number of offers from qualified action maps?

  1. Genesys Predictive Engagement enforces URL conditions after qualification. Consider removing URL conditions or changing to a more restrictive operator, such as "contains all."
  2. If agents belong to multiple queues, it can impact their availability.
  3. Ensure that you aren't targeting engagements too late, as there is a latency of up to 10 seconds between the qualification and the offer. So, ensure that you are targeting visitors before they leave your site.
  4. Ensure that there isn't too much overlap in action maps. While it is good to define granular criteria, Genesys Predictive Engagement only offers an action map per action type (chat or content offer) once per webpage.

How can I increase the number of qualifications?

  1. Use outcome scoring or adjust the outcome probability to a lower level to allow more qualifications for that outcome. You can have up to 10 outcomes. This configuration type is the easiest and most efficient. For more information, see Outcomes overview.
  2. Identify traffic sources that are not performing well on conversion rates. Target these sources as segments to see whether chat, content, or bot intervention can help.
  3. Ensure that the tracking snippet is on all pages of your site.
  4. Configure more custom web events, particularly if your website journey is form-based, that Genesys Predictive Engagement can track to provide more insight for outcome scoring. Also, implement a static rule to always trigger for know pain points. For example, an error message on form submission or an inline validation error.

Can a visitor qualify for an action map more than once within a single session?

When you create an action map, you specify the conditions, or triggers, that make it for a visitor. Possible triggers include:

If multiple action maps are qualified, the priority of each action map determines which one Genesys Predictive Engagement offers to the visitor. For more information, see Set the priority.

A customer cannot qualify for the same action map multiple times in a single.
[View in source]

Can I use a tag management system to deploy the tracking snippet?

To easily deploy the Genesys Predictive Engagement tracking snippet, use your preferred tag manager. For example:

Important
  • Deploy the widgets transport above the location where you deploy the Genesys Predictive Engagement tracking snippet.
  • uBlock and other ad blocking software is known to block tag managers, in which case the tracking snippet deployed through the tag manager would also be blocked. For more information, see Ad blockers.

[View in source]

How can I troubleshoot the tracking snippet?

If the tracking snippet does not work properly when you load your web pages, check the following things:

  • Is the snippet on the correct page?
  • Is the snippet correctly placed in the header?
  • Are all of the parameters specified correctly?
  • Are there any typos, missing characters, or extra white space?
  • Have any characters been replaced by their printable equivalents?
  • Is the domain on the list of allowed domains?

For more suggestions, see Deployment notes.

[View in source]

How does Predictive Engagement ensure that an agent is available to chat with a visitor?

When Genesys Predictive Engagement presents an offer to chat to a visitor, that offer can include an invitation to speak directly with a live agent assigned to the queue to which the action map routes. Multiple action maps can route to the same target queue.
Important
 
  • Genesys Predictive Engagement can offer web actions, such as web chats and content offers, every 10 seconds. Visitors may experience a delay in receiving these types of offers.
  • Only use the Route if agents available option for web chat engagements that you don't intend to route to a bot.
  • Multiple action maps can route to the same target queue.
Genesys Predictive Engagement allows chat offers when the following criteria are met:
  • Action map conditions are met.
  • URL conditions are verified.
  • Throttling allows the chat. By default, throttling aims to have 80% of chats answered within 20 seconds.
  • Agents are on queue.
  • Chat is within scheduled hours.

Genesys Predictive Engagement calculates the service level based on the queue's configuration in Genesys Cloud.

To specify a target queue for an action map, create an action map and then specify the queue to which to route the chat offer. For more information about creating queues in Genesys Cloud, see Queue administration.
[View in source]

What is Genesys Predictive Engagement?

Genesys Predictive Engagement is a cloud-based, AI-powered customer engagement solution that analyzes visitors' behaviors on websites, predicts the outcomes visitors are trying to achieve, and personalizes engagements to help visitors achieve those outcomes.

What defines a website visit?

A Web visit starts from the moment a visitor lands on a website and provides consent for tracking. The Web visit continues while customer browses through the website and lasts until the visitor is inactive for 30 minutes. If the visitor resumes browsing after 30 minutes, Genesys Predictive Engagement tracks that activity as a new Web visit.

Does Genesys Predictive Engagement work on mobile applications?

There is no explicit support for using Genesys Predictive Engagement on mobile apps. On both desktop and mobile browsers, the Genesys Predictive Engagement tracking snippet tracks websites only.

Which data attributes are captured during a customer's journey?

We recognize that every customer's journey is unique and we can capture numerous data attributes. By default, Genesys Predictive Engagement captures page view data from the browser (URL, page title, browser type, location) and uses this information to assign the appropriate segment(s) to the customer.

For a full list of the data attributes we support, see visitor attributes, campaign attributes, visitor journey attributes, and custom attributes.

What standard reports are provided?

Genesys Predictive Engagementoffers two families of reports, both of which can be filtered for a time period:

Does Genesys Predictive Engagement provide GDPR compliance?

As part of the Genesys Cloud platform, Predictive Engagement complies with GDPR regulations. For complete information information about Genesys Cloud and GDPR, see Genesys Cloud and GDPR compliance. See also Predictive Engagement-specific considerations.

Does Genesys Predictive Engagement support domain allowlists?

Yes. Customers can configure a list of allowed domains. This list limits the domains that Genesys Predictive Engagement tracks.

Does Genesys Predictive Engagement handle IP address blocklists?

You can designate IP addresses for which Genesys Predictive Engagement should not generate web events. For more information, see Exclude IP addresses.

Can Genesys Predictive Engagement distinguish between desktop and mobile browsers?

Yes. Audience segmentation takes into account device type. For more information, see Visitor attributes.

Can Genesys Predictive Engagement distinguish between browser family and OS type?

Yes. Audience segmentation takes into account browser family and OS type. For more information, see Visitor attributes.

Does Genesys Predictive Engagement support co-browse or screenshare in Genesys Cloud?

No, Genesys Predictive Engagement does not work with the co-browse or screenshare capabilities of Genesys Cloud. This means that if a user accepts a proactive chat via Genesys Predictive Engagement, an agent cannot subsequently escalate the chat to a co-browse or a screenshare session.

Which languages does Genesys Predictive Engagement support?

The user interface for Predictive Engagement administrative features is currently localized in the following languages:

  • Dutch
  • French
  • German
  • Italian
  • Japanese
  • Korean
  • Portuguese
  • Spanish
  • Swedish

The user interface for Predictive Engagement agent features is currently localized in the following languages:

  • Chinese Simplified
  • Chinese Traditional
  • Danish
  • Dutch
  • Finnish
  • French
  • German
  • Italian
  • Japanese
  • Korean
  • Norwegian
  • Polish
  • Portuguese
  • Spanish
  • Swedish
  • Thai
  • Turkish

How can I increase the number of offers from qualified action maps?

  1. Genesys Predictive Engagement enforces URL conditions after qualification. Consider removing URL conditions or changing to a more restrictive operator, such as "contains all."
  2. If agents belong to multiple queues, it can impact their availability.
  3. Ensure that you aren't targeting engagements too late, as there is a latency of up to 10 seconds between the qualification and the offer. So, ensure that you are targeting visitors before they leave your site.
  4. Ensure that there isn't too much overlap in action maps. While it is good to define granular criteria, Genesys Predictive Engagement only offers an action map per action type (chat or content offer) once per webpage.

How can I increase the number of qualifications?

  1. Use outcome scoring or adjust the outcome probability to a lower level to allow more qualifications for that outcome. You can have up to 10 outcomes. This configuration type is the easiest and most efficient. For more information, see Outcomes overview.
  2. Identify traffic sources that are not performing well on conversion rates. Target these sources as segments to see whether chat, content, or bot intervention can help.
  3. Ensure that the tracking snippet is on all pages of your site.
  4. Configure more custom web events, particularly if your website journey is form-based, that Genesys Predictive Engagement can track to provide more insight for outcome scoring. Also, implement a static rule to always trigger for know pain points. For example, an error message on form submission or an inline validation error.

Can a visitor qualify for an action map more than once within a single session?

When you create an action map, you specify the conditions, or triggers, that make it for a visitor. Possible triggers include:

If multiple action maps are qualified, the priority of each action map determines which one Genesys Predictive Engagement offers to the visitor. For more information, see Set the priority.

A customer cannot qualify for the same action map multiple times in a single.
[View in source]

Can I use a tag management system to deploy the tracking snippet?

To easily deploy the Genesys Predictive Engagement tracking snippet, use your preferred tag manager. For example:

Important
  • Deploy the widgets transport above the location where you deploy the Genesys Predictive Engagement tracking snippet.
  • uBlock and other ad blocking software is known to block tag managers, in which case the tracking snippet deployed through the tag manager would also be blocked. For more information, see Ad blockers.

[View in source]

How can I troubleshoot the tracking snippet?

If the tracking snippet does not work properly when you load your web pages, check the following things:

  • Is the snippet on the correct page?
  • Is the snippet correctly placed in the header?
  • Are all of the parameters specified correctly?
  • Are there any typos, missing characters, or extra white space?
  • Have any characters been replaced by their printable equivalents?
  • Is the domain on the list of allowed domains?

For more suggestions, see Deployment notes.

[View in source]

How does Predictive Engagement ensure that an agent is available to chat with a visitor?

When Genesys Predictive Engagement presents an offer to chat to a visitor, that offer can include an invitation to speak directly with a live agent assigned to the queue to which the action map routes. Multiple action maps can route to the same target queue.
Important
 
  • Genesys Predictive Engagement can offer web actions, such as web chats and content offers, every 10 seconds. Visitors may experience a delay in receiving these types of offers.
  • Only use the Route if agents available option for web chat engagements that you don't intend to route to a bot.
  • Multiple action maps can route to the same target queue.
Genesys Predictive Engagement allows chat offers when the following criteria are met:
  • Action map conditions are met.
  • URL conditions are verified.
  • Throttling allows the chat. By default, throttling aims to have 80% of chats answered within 20 seconds.
  • Agents are on queue.
  • Chat is within scheduled hours.

Genesys Predictive Engagement calculates the service level based on the queue's configuration in Genesys Cloud.

To specify a target queue for an action map, create an action map and then specify the queue to which to route the chat offer. For more information about creating queues in Genesys Cloud, see Queue administration.
[View in source]

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