Manage segments

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Learn how to manage segments that identify and classify visitors based on their shared behavior and characteristics.


Select segment type


Feature coming soon: Customer segments
If you are creating a segment, specify whether to create a session or customer segment. A session segment expires when the single session ends. A customer segment persists across sessions.

Create or edit a segment


To simplify the process of creating a segment, duplicate an existing 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.

Entity Description
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.
Segments that don't display to agents appear in Live Now and reports. The segments can also trigger action maps. These segments remain in a customer's record.
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.

AI-23 Limits Add to note in above section

  • For more information about the number of segments that you can create for your organization, see [[ATC/Limits|]].

Visitor attributes


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.
The system doesn't validate free form text. If you misspell a value, the segment doesn't trigger. For example, typing "moble" instead of "mobile" as the device category.
Attribute name Description Examples
Device category Category of device that the visitor is using. desktop




Device type Type of device that the visitor is using. Apple








SUN Microsystems


OS family Operating system family that the visitor is using. Android

Chrome OS

Firefox OS




Mac OS

Mac OS X



Windows 9x

Windows CE

Windows NT

Windows Phone


Browser family Browser family that the visitor is using, including all versions of the browser within that family. Chrome


HTC_HD2_T8585 Opera

IE Mobile

Internet Explorer





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

display network

Country Visitor's country. United States
City Visitor's city or town. Chicago
Region Visitor's region.

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

Standard browser language codes

Organization name Organization name derived from the IP.
Referral URL Referrer page URL.
Referral hostname Referrer host or hostname.

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.
  1. Go to the website.
  2. Go to the online order form.
  3. Complete the form.
  4. Submit the form.
Custom An order ships.
  1. Remove from inventory stock.
  2. Put on a plane.
  3. Deliver to a distribution center.
  4. Put on a truck.
  5. Deliver to customer's address.

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.
To track a more complex visitor journey, define multiple conditions. Genesys Predictive Engagement evaluates all conditions in the visitor journey sequentially, in the order that you define them.
  • 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.
Attribute name Description Example
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

The recommended format is object_action.

  • button_click
  • link_click
  • page_scroll
  • key_press
  • textbox_entry
Page URL URL of the page. Full protocol required.
Page title Meta title of the page (not the heading on the page). Contact Us
Page hostname Host name of the page's URL.
Page domain Domain of the page's URL.
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

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