Unknown users (admin view)

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In Live Now, learn how to recognize when Genesys Predictive Engagement does not fully recognize a user.


  • 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 currently on your website)

Unknown users


If Genesys Predictive Engagement cannot identify a user, Genesys Predictive Engagement displays Unknown in the customer summary fields. If Genesys Predictive Engagement is later able to identify the user, the user's actual information appears.