Learn how to manage segments that identify and classify visitors based on their shared behavior and characteristics.
- Configure the following permissions in Genesys Cloud:
- Journey > Segment >Add , Delete, Edit, View
Select segment type
Create or edit a segment
- If you are creating a session segment, you must specify at least one condition.
- If you specify multiple conditions, the segment matches a visitor only when all the conditions match.
|Name||Descriptive name of the segment.|
|Description||(Optional) Description of the segment.|
|Visitor attributes||Attributes that identify visitors based on characteristics such as location, browser, or device type.|
|Visitor journey||Attributes that identify visitors based on their shared behaviors. For example, completing a form or going to a specific webpage.|
|Session type||Session type for grouping data about a visitor's activities.|
|Segment display color||Background color to use when displaying the segment name (for example, in Live Now and the Action Map Report).|
|Display to Agent||For session segments only. This feature isn't available for customer segments.
Session segments display to agents by default. Agents can see when Genesys Predictive Engagement matches visitors to a segment. However, not all segments are relevant to all agents. For example, a segment that matches based on a visitor's search for a specific product that an agent does not support. Or, a segment that matches based on sensitive personal data or data that an agent should not see because of privacy restrictions.To prevent agents from seeing a segment, slide the toggle to No.
|Active||Segments are active by default. When a segment is active, it is ready to match visitors on your web site.
To deactivate a segment temporarily from matching, slide the toggle to No. To remove a segment permanently, delete it.
For more information about visitor attribute operators, see operators.For more information about visitor attributes that enable UTM-tracking of campaign-specific activities, see Campaign attributes.
|Device category||Category of device that the visitor is using.||desktop
|Device type||Type of device that the visitor is using.||Apple
|OS family||Operating system family that the visitor is using.||Android
Mac OS X
|Browser family||Browser family that the visitor is using, including all versions of the browser within that family.||Chrome
|Browser version||Major version of the browser that the visitor is using.||55|
|Campaign source*||A search engine, newsletter, or other source (UTM parameter).||direct
|Campaign medium*||Medium such as email or cost-per-click (UTM parameter).||direct
|Campaign name*||Specific product promotion or strategic campaign (UTM parameter).||test campaign
|Campaign term*||Keywords for this ad (UTM parameter).||device
|Campaign content*||Ads or links that point to the same URL (UTM parameter).|
|Campaign Click ID*||Unique number that generates when a potential customer clicks an affiliate link (UTM parameter).||CjwKCAiA1ZDiBRAXEiwAIWyNC2J6QZBJYwXHJPsZ
|Campaign network*||Ad network to which the click ID belongs (UTM parameter).||search network
|Country||Visitor's country.||United States|
|City||Visitor's city or town.||Chicago|
To track by U.S. states, supply the 2-digit state code (all caps).
|Post code||Visitor's postal code.||60610|
|CCA2 code||Two-letter country code.||US|
|Browser language code||Language to which the visitor's browser is set.||en-gb|
|Organization name||Organization name derived from the IP.||alto-universal.com|
|Referral URL||Referrer page URL.||https://alto-universal.com/auto#quote-details|
|Referral hostname||Referrer host or hostname.||alto-universal.com|
Visitor journey session types
For more information about each type of session, see:
|Session type||Examples||Example events in the session|
|Web||A user goes to your website and completes a form to place an online order.||
|Custom||An order ships.||
Visitor journey attributes
When you define a condition that includes a visitor journey attribute, Genesys Predictive Engagement matches visitors based on whether they take the action. For example, visitors who complete a form, go to a specific webpage, or add a product to their shopping cart but don't complete the purchase.For more information about visitor journey attribute operators, see operators.
- The system doesn't validate free form text. If you misspell a value, the segment doesn't trigger. For example, typing "ACB Retailer" when the page title is "ABC Retailer".
- When specifying time for a custom web event, include milliseconds.
- When specifying numeric values for a custom web event, only numeric relational operators are available. For example, say you have a custom event called "CartValue" and you want to target all customers who have a cart value of $100 or more. You would select the "greater than or equal to" operator and type 100 in the value box. Note: You can include decimal points but not the currency symbol.
|Event name||Represents actions that occur on your website. For example, object clicked (such as a button, link, or menu option), error generated, inactivity detected, URL changed, or scroll detected.
For more information about configuring events, see https://all.docs.genesys.com/Draft:ATC/Current/SDK/About_modules.
The recommended format is object_action.
|Page URL||URL of the page. Full protocol required.||https://www.genesys.com/?s&q=predictive%20engagement|
|Page title||Meta title of the page (not the heading on the page).||Contact Us|
|Page hostname||Host name of the page's URL.||app.genesys.cloud|
|Page domain||Domain of the page's URL.||app.genesys.cloud|
|Page fragment||Fragment of the page's URL, sometimes called a named anchor. It usually appears at the end of a URL and begins with a hash (#) character followed by the identifier.||#/journey/segment/create|
|Page keywords||Keywords from the HTML<meta>tag of the page.||contact|
|Page pathname||Path name of the page.||/journey/admin/|
|Search query||Represents the keywords in a visitor's search query.||test|
|URL query string||Query string that passes to the page in the current event.||q=test|
|Custom attribute||Allows you to identify groups of visitors based on characteristics and behaviors that are specific to your business.||packageDeliveryStatus|