Searches performed for agents

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Learn how to see what a customer 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 > Outcome > View (to see outcomes achieved and scores for a visit)
    • Journey > Segment > View (to see matched segments for a visit)
    • Journey > Visit > View (to see live tracking information about visitors who are currently on your website)

View searches performed

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Each search string appears under the visit journey map.


View search details in the visit journey map

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In the visit journey map, click a search icon to see what the customer searched for.