Configure how Genesys Predictive Engagement tracks visitors as they move through your website.
Prerequisites
Identify the website domains from which to accept web traffic.
You can designate IP addresses for which you don't want Genesys Predictive Engagement to generate web events. For example, when you don't want to track visits from internal users.
To block an IP address, add it to the list of IP addresses to exclude.
IP filter: Specify either a single IP address or use CIDR notation to specify a range of IP addresses.
Reference name for the IP filter: Specify a recognizable name for the IP address.
Valid IPv4 CIDR input follows the format: <A valid IPv4 address>/<A number from 0-32>.
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Valid IPv6 CIDR input follows the format: <A valid IPv6 address>/<A number from 0-128>.
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Genesys Predictive Engagement assigns each visit a unique number based on a lengthy, automatically-generated ID. In the Short ID box, specify the number of digits for Genesys Predictive Engagement to use for each visit ID.
Choose a short ID length that is long enough to be unique among all visitors that are active on your website currently. The more traffic your site gets, the longer your short ID should be. For example, if you always have less than 10,000 visitors at any time, a short ID length of 4 will suffice. If you could have more than 100,000 visitors at any one time, choose a short ID length of 6.
Specify any URL Query Parameters for Genesys Predictive Engagement to ignore. URL query parameters appear near the end of URLs. They can lead to overly-specific tracking data. They also have the potential to expose personally identifiable information, which violates GDPR.
You can configure whether Genesys Predictive Engagement uses URL fragments to identify web pages.
URL fragments appear after a URL. For example, in "predictive-engagement.com#pagename", #pagename is a URL fragment.
While URL fragments can identify specific webpages, they also have the potential to expose personally identifiable information, which violates GDPR. They can also result in an excess amount of tracking data.
Each time a visitor searches your site, the URL for your webpage changes. Since Genesys Predictive Engagement tracks URL changes, the information about each visitor's specific searches can appear as part of the customer journey data. You can see this information in Live Now under Searches performed. Your agents have a similar view.
To configure, in the Site search settings box type the URL parameter for search terms on your website. For example, suppose that when a visitor searches for "Sale," the string, “?term=Sale#search” appends to the end of your URL. In this case, type term in the Site search settings box.