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.


  • 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


Each search string appears under the visit journey map.

View search details in the visit journey map


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