Get started with Predictive Engagement for Genesys Cloud

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To use Genesys Predictive Engagement, Genesys Cloud customers complete these initial tasks.

Complete the following procedures

  1. Fulfill prerequisites for Genesys Predictive Engagement feature enablement, license, permissions, and widget configuration and deployment on your website.
    Feature coming soon
    Organizations that purchased Genesys Predictive Engagement can give all their Genesys Cloud agents permissions to see the Customer Journey tab with historical conversation journey events (such as inbound calls, outbound calls, and web chats) and the features of Genesys Predictive Engagement (such as tracking web sessions, segments, outcomes, and custom sessions). Genesys Cloud 2 and 3 agents that use External Contacts can view the Customer Journey tab with relevant historical conversation journey events, including inbound calls, outbound calls, and web chats. For more information, see Customer Journey tab for non-Genesys Predictive Engagement organizations or agents.
  2. Review the supported browsers.
  3. Prepare the required Genesys Cloud domains.
  4. Learn about Genesys Predictive Engagement's tracking capabilities. Then update your webpages with the Genesys Predictive Engagement tracking snippet.
  5. Configure web tracking.
    Initially, configure only the allowed domains. Then use Live Now to verify that Genesys Predictive Engagement is tracking events. After basic tracking works, configure the rest of the web tracking settings.
  6. Create segments.
  7. Create outcomes.
  8. Create actions.
  9. Create action maps.

For more information