Unknown visitors

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Learn how to recognize when Genesys Predictive Engagement does not fully recognize a visitor.


  • Configure the following permissions in Genesys Cloud:
    • Journey > Customer > View (to see information about existing visitors)
    • 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 on your website currently)

Unknown visitors


If Genesys Predictive Engagement cannot identify a visitor, it displays Unknown in the visitor summary boxes. If Genesys Predictive Engagement identifies the visitor later on, the visitor's actual information appears.