Searches performed (admin view)

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In Live Now, learn how to see what a visitor searched for on your website. This information provides insight into their specific questions and prepares you to answer them.

Prerequisites

  • Configure the following permissions in Genesys Cloud:
    • Journey > Customer > View (to see information about existing customers)
    • Journey > Event > View (to see events on the customer journey map)
    • Journey > Visit > View (to see live tracking information about visitors who are on your website currently)

View searches performed

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Each time a visitor searches your website, the URL for your webpage changes. Since Genesys Predictive Engagement tracks URL changes, it can display information to your agents about each visitor's specific searches under Searches performed.
Important
You must configure your URL search parameter in your site search settings.


View search details in the visit journey map

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In the visit journey map, rest your mouse on a search icon to see what the visitor searched for.