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Table structure:

  • Standalone - String
  • productshort - String
  • Platform - String
  • ComingSoon - String
  • Role - String
  • DisplayName - String
  • TocName - String
  • Dimension - String
  • Context - Wikitext
  • Product - String
  • Manual - String
  • Application - String
  • UseCase - String
  • Prereq - Wikitext
  • PEPageType - String

This table has 6,405 rows altogether.

Page Standalone productshort Platform ComingSoon Role DisplayName TocName Dimension Context Product Manual Application UseCase Prereq PEPageType
&single No &single PureConnect, GenesysCloud, GenesysEngage-cloud No Action map performance Action map performance Use the journey action map report from the Performance tab to view the performance of an action map. NOPRODUCT Prerequisites
ATC/AllDeprecations Yes ATC Deprecation-AllNotices Genesys Predictive Engagement
ATC/Current/AdminGuide ATC Configure and administer Genesys Predictive Engagement for your organization. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/About action maps ATC PureConnect, GenesysCloud No About action maps About action maps ActionMaps Learn how to create action maps that use different types of actions to enhance and extend a visitor's journey. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/About actions ATC PureConnect, GenesysCloud No About actions About actions An action represents the steps to take to engage with visitors or to further related business outcomes. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/About analytics ATC PureConnect, GenesysCloud No About analytics About analytics Analytics Learn how to evaluate how visitors use your website and determine the effectiveness of your action maps. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/About attributes ATC PureConnect, GenesysCloud No About attributes About attributes Segments, Outcomes, ActionMaps Attributes are conditions that affect when action maps trigger, and when users match segments and outcomes. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/About compliance and data ATC PureConnect, GenesysCloud No About compliance About compliance Compliance Tracking sensitive customer data requires compliance with GDPR and other regulations. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/About content offers ATC PureConnect, GenesysCloud No About content offers Content offers ContentOffers Learn how to create a content offer that engages visitors on your website and encourages them to take a pre-defined action. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/About data tracking No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No About the data we track About the data we track Compliance Learn how Genesys Predictive Engagement tracks visitor activity on your website. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/About global settings ATC GenesysEngage-onpremises, PureConnect, GenesysCloud No About global settings About global settings Learn how to configure Genesys Predictive Engagement at a global (organizational) level. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/About journey data ATC PureConnect, GenesysCloud No About journey data About journey data JourneyData Learn what types of customer journey data that you and your agents can see about a visitor's interactions with your website. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/About outcomes ATC PureConnect, GenesysCloud No About outcome predictions and probabilities About outcome predictions and probabilities Outcomes Genesys Predictive Engagement uses AI-powered machine learning to predict the probability of visitors achieving your unique business outcomes. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/About Predictive Engagement's data tracking No ATC GenesysEngage-cloud, PureConnect, GenesysCloud No About the data we track About the data we track Genesys Predictive Engagement tracks data about what visitors do on your website. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/About segments ATC PureConnect, GenesysCloud No About segments About segments Segments Learn how to identify (segment) visitors based on their shared characteristics. Later, you design action maps to engage specific segments of visitors and then filter by segments to evaluate how well you are engaging them. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/About sessions ATC GenesysCloud Yes About journey shaping with sessions and events About sessions and events Sessions Web sessions, conversation sessions, custom sessions, and custom events provide rich context for agents about each customer's personal journey with your company. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/About web chats ATC GenesysEngage-onpremises, PureConnect, GenesysCloud No About web chats Web chats WebChat Learn how to work with web chats in Genesys Predictive Engagement. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/About web messaging ATC GenesysCloud No About web messaging Web messaging WebMessaging Learn how to work with web messaging in Genesys Predictive Engagement. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/AboutArchFlows ATC PureConnect, GenesysCloud No About Architect flow actions Architect flows ArchFlow Genesys Predictive Engagement integrates with third-party platforms using Genesys Cloud CX integrations, data actions, and Architect workflows. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Action library No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No View content offers Learn how to create, edit, duplicate, revert, and archive content offers. Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/Action Map Performance No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Individual action map performance report Action Map Performance Analytics Learn how to see when and how visitors interact with a specific action map. Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/Action maps No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Create an action map Create an action map ActionMaps Learn how to create an action map that Genesys Predictive Engagement uses to engage visitors.
Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/Action settings No ATC GenesysEngage-onpremises, PureConnect, GenesysCloud No Action settings FreqCap Configure frequency capping of web chats, content offers, and web messaging. Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/Additional information No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Additional information (admin view) Additional information JourneyData In Live Now, learn how to view details about a visitor's geographic location and the technology they use. Genesys Predictive Engagement AdminGuide Prerequisites
  • Configure the following permissions in Genesys Cloud CX:
    • 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)
ATC/Current/AdminGuide/Analytics data No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Availability of analytics data Availability of analytics data Analytics Learn how Genesys Predictive Engagement processes data for reports, how to view updated reports, and how to see more precise data in reports. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Apply No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Apply an action map to specific webpages Specify webpages to trigger on Learn how to specify the webpages where an action map triggers. Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/AttributesJourney No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Visitor journey attributes Visitor journey attributes Learn about the types of attributes that identify visitors based on their shared behaviors. For example, completing a form or going to a specific webpage. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/AttributesVisitor No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Visitor attributes Visitor attributes Learn about the types of attributes that identify visitors based on characteristics like location, browser, device type, and so on. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Best practices No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Best practices for segments Segment best practices Segments Learn about best practices for improving how you create outcomes. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Blocked actions No ATC GenesysCloud No Action maps report Action map reports Learn how the action maps engaged with the visitors of your website. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Build attributes No ATC No Create attributes Create attributes Learn how to create attributes that identify which visitors belong to specific segments, which visitors achieve specific outcomes, and when to trigger action maps. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/BuildArchFlows No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Prepare Architect components Prepare Architect ArchFlow Prepare an Architect workflow to integrate Genesys Predictive Engagement with a third-party system. Genesys Predictive Engagement AdminGuide Configure the following permissions in Genesys Cloud CX:
  • Architect > Flow > UI
  • Architect > Flow > Search
ATC/Current/AdminGuide/Campaign Attributes No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Campaign attributes Campaign attributes Learn about the types of attributes that allow you to use UTM parameters to track web activity for a specific campaign. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Chat offers No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Create a web chat offer Create a web chat offer WebChat Learn how to create a web chat offer for your website. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Configure content offer action map No ATC GenesysEngage-onpremises, PureConnect, GenesysCloud No Configure a content offer action map Configure a content offer action map ContentOffers Learn how to configure an action map to use a content offer action. Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/Content offer lifecycle No ATC GenesysEngage-onpremises, PureConnect, GenesysCloud No Content offer lifecycle ContentOffers See the lifecycle of a content offer and the metrics that we capture at each state along the way. We use lifecycle states in reporting and in determining the triggering behavior of action maps that use content offers. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Content offers No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Create a content offer Create a content offer ContentOffers Learn how to create a content offer for your website. Genesys Predictive Engagement AdminGuide Prerequisites
  • Configure the following permissions in Genesys Cloud CX:
    • Journey > Action Map > Add , Delete, Edit, and View (to create action maps)
    • Journey > Action Template > Add, Delete, Edit, and View (to configure content offers)
    • Uploads > publicAsset > upload (to upload images for content offers)
ATC/Current/AdminGuide/ContentOffersOverview No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Content offers overview Content offers overview ContentOffers Learn how to use content offers to present special promotions and information to visitors. Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/Create messaging offer No ATC GenesysCloud No Create a web messaging offer WebMessaging Learn how to create a web messaging offer for your website. Genesys Predictive Engagement AdminGuide Configure the following permissions in Genesys Cloud CX:
  • Architect > Flow > Search (To use the Web Messaging Override Default flow)
ATC/Current/AdminGuide/Custom attributes No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Custom attributes Custom attributes Learn about custom attributes that allow you to identify groups of visitors based on characteristics and behaviors that are specific to your business. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Custom Events Limit No ATC GenesysCloud No Maximum entities allowed for a custom event Custom events limit View the maximum number of entities that you can create for a custom event. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Custom sessions No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Custom sessions and custom events Custom sessions and custom events Sessions Limited Availability

Understand how to capture information about customer activity in your third-party system and present it to agents.

Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/Customer details No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Customer summary (admin view) Customer summary JourneyData In Live Now, learn how to see details about a visitor and their previous engagements with your company. Genesys Predictive Engagement AdminGuide Prerequisites
  • Configure the following permissions in Genesys Cloud CX:
    • 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)
ATC/Current/AdminGuide/Customer journey map No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Visit journey map (admin view) Visit journey map JourneyData In Live Now, learn to use a graphical representation of a visitor's path through your website. This information provides the full context of a visitor's questions and can help you understand their needs. For more information about the icons, see icon descriptions. Genesys Predictive Engagement AdminGuide Prerequisites
  • Configure the following permissions in Genesys Cloud CX:
    • 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)
ATC/Current/AdminGuide/DeployTrackingSnippet No ATC GenesysEngage-cloud, PureConnect, GenesysCloud Deploy the tracking snippet Deploy the tracking snippet Deploy the Predictive Engagement tracking snippet to enable visitor tracking on your website. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Entities Limit No ATC GenesysCloud No Maximum entities allowed for an organization Entities limit View the maximum number of entities that you can create in your organization. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Event types No ATC GenesysCloud Yes Configure custom session cards Configure custom session cards Sessions Learn how to configure how event-related information appears to agents. Genesys Predictive Engagement AdminGuide Prerequisites
  • Configure the following permissions in Genesys Cloud CX:
    • Journey > Session Type > View
    • Journey > Session Type > Add
    • Journey > Session Type > Edit
    • Journey > Session Type > Delete
    • Journey > Event Type > View
    • Journey > Event Type > Add
    • Journey > Event Type > Edit
    • Journey > Event Type > Delete
ATC/Current/AdminGuide/FAQs ATC PureConnect, GenesysCloud, GenesysEngage-cloud Genesys Predictive Engagement Administrator FAQs This page lists all FAQs for Genesys Predictive Engagement administrators. Genesys Predictive Engagement
ATC/Current/AdminGuide/GDPR No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No General Data Protection Regulation (GDPR) General Data Protection Regulation Compliance Learn how to use Genesys Predictive Engagement in a GDPR-compliant way. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Get Started GenesysCloud No ATC GenesysCloud No Get started with Predictive Engagement for Genesys Cloud CX Genesys Cloud CX To use Genesys Predictive Engagement, Genesys Cloud CX customers complete these initial tasks. Genesys Predictive Engagement AdminGuide CE37
ATC/Current/AdminGuide/Get Started GenesysEngage-cloud No ATC GenesysEngage-cloud No Get started with Genesys Predictive Engagement for Genesys Multicloud CX Genesys Multicloud CX To use Genesys Predictive Engagement, Genesys Multicloud CX-based customers complete these initial tasks. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Get Started GenesysEngage-onpremises No ATC GenesysEngage-cloud No Get started with Predictive Engagement for Genesys Engage on-premises Genesys Engage on-premises To use Genesys Predictive Engagement, Genesys Engage on-premisess-based customers complete these initial tasks. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Get Started PureConnect No ATC PureConnect No Get started with Predictive Engagement for PureConnect PureConnect To use Genesys Predictive Engagement, PureConnect customers complete these initial tasks. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Get Started PureEngage Cloud No ATC GenesysEngage-cloud No Get started with Genesys Predictive Engagement for Genesys Multicloud CX Genesys Multicloud CX Genesys Multicloud CX-based customers should complete these initial tasks in order to use Genesys Predictive Engagement. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/How throttling works No ATC GenesysCloud No How throttling works WebChat Learn how throttling works for web chat offers.
Feature coming soon: Web messaging

This article applies only to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat.

Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Journey action map report No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Action map performance Action map performance Use the journey action map report from the Performance tab to view the performance of an action map. Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/Journey outcome report No ATC GenesysEngage-onpremises, PureConnect, GenesysCloud No Outcome performance Outcome performance Use the outcome journey report from the Performance tab to view the performance of a determined outcome. Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/Journey segment report No ATC GenesysEngage-onpremises, PureConnect, GenesysCloud No Segment performance Segment performance Use the journey segment report from the Performance tab to view the performance of a segment. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/JourneyAttributes No ATC GenesysEngage-onpremises, PureConnect, GenesysCloud No Journey attributes Journey attributes Learn about the types of attributes that identify visitors based on their shared behaviors. For example, completing a form or going to a specific webpage. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Live Now No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Live Now Live Now JourneyData Learn how to see real-time information about visitors on your website. Skip to the visit journey map or the description of the icons.
Genesys Predictive Engagement AdminGuide Prerequisites
  • Configure the following permissions in Genesys Cloud CX:
    • 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)
ATC/Current/AdminGuide/Maintain No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No View action maps View action maps ActionMaps Learn how to search for, create, edit, duplicate, and delete action maps. Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/Manage outcomes No ATC GenesysEngage-onpremises, PureConnect, GenesysCloud No Manage outcomes Outcomes Learn how to define the business goals that you want to track and predict. Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/Manage segments No ATC GenesysEngage-onpremises, PureConnect, GenesysCloud No Manage segments Segments Learn how to manage segments that identify and classify visitors based on their shared behavior and characteristics. Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/Messaging migration No ATC GenesysCloud No Migrate from web chat offers to web messaging offers WebMessaging Learn how to migrate your web chat offers to web messaging offers. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Messenger configuration No ATC GenesysCloud No Configure and deploy Genesys Messenger Configure and deploy Messenger WebMessaging Learn how to configure and deploy Genesys Messenger to your website. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Monitor web chat performance No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Monitor web chat performance WebChat Determine how well your web chat offers are performing. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Monitor web messaging performance No ATC GenesysCloud No Monitor web messaging performance WebMessaging Determine how well your web messaging offers are performing. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/MonitorArchFlows No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Monitor an Architect flow action's performance Monitor ArchFlow Monitor an action map that uses an Architect flow action to evaluate how well it's working. Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/MonitorContentOffers No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Monitor content offers Monitor content offers ContentOffers Determine how often visitors view and respond to your content offers. Genesys Predictive Engagement AdminGuide Prerequisites

Configure the following permissions in Genesys Cloud CX:

  • Journey > Action Map > Add , Delete, Edit, and View (to create action maps and see action maps in the report)
  • Journey > Action Template > Add, Delete, Edit, and View (to configure content offers)
  • Journey > Report > View
ATC/Current/AdminGuide/Operators No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Operators Operators Segments, Outcomes, ActionMaps Limited Availability

Learn about the types of operators that you can use to create attributes.


Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Outcome scores No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Outcome scores (admin view) Outcome scores Outcomes In Live Now, learn how to recognize when a visitor is or is not progressing towards one of your business goals. Genesys Predictive Engagement AdminGuide Prerequisites
  • Configure the following permissions in Genesys Cloud CX:
    • 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 > Visit > View (to see live tracking information about visitors who are currently on your website)
ATC/Current/AdminGuide/Outcomes No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No View outcomes View outcomes Outcomes Learn how to search for, create, edit, duplicate, and delete outcomes.


Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/Outcomes Overview No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Outcomes overview Outcomes Overview Outcomes Genesys Predictive Engagement's AI-powered outcome scoring service learns to predict your business outcomes using machine learning models that are unique to your business.


Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Override frequency capping No ATC GenesysEngage-onpremises, PureConnect, GenesysCloud No Override global frequency capping settings Override global frequency capping FreqCap Learn how to override the global settings for frequency capping. Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/Overview action maps No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Action maps overview Action maps overview ActionMaps An action map represents the steps that Genesys Predictive Engagement takes to achieve a particular business result. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/OverviewArchFlows No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Third-party integrations overview Third-party integrations overview ArchFlow Learn how to integrate Genesys Predictive Engagement with an external system using an Architect workflow, which is a webhook that provides real-time feeds. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/PreparePCArchFlows No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Prepare Genesys Cloud CX components Prepare Genesys Cloud CX ArchFlow Prepare a Genesys Cloud CX integration and data actions for use with an Architect flow action. Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/Prioritize No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Prioritize an action map Set the priority Learn how to ensure that the most appropriate action map triggers when multiple action maps could present offers to visitors. Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/PureEngagePrereqs ATC GenesysEngage-cloud Prerequisites for Genesys Engage on-premises Deployments Genesys Multicloud CX Prerequisites Review the Genesys Predictive Engagement prerequisites for Genesys Engage on-premisess customers. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Route No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Route an action map to an agent queue Route to agent queue Learn how to route an action map to an agent queue for chat offers. Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/ScenarioArchFlows No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Salesforce lead creation and campaign attribution Salesforce lead creation and campaign attribution ArchFlow Use Genesys Predictive Engagement to track campaign-related web activity and create leads with their associated campaign attributes in Salesforce. You can also provide agents with a script that they can use to create and update Salesforce leads. Genesys Predictive Engagement AdminGuide Prerequisites
  • Configure the following permissions in Genesys Cloud CX:
    • Architect > Flow > All
    • Architect > UI > All
    • Integrations > Integration > All
    • Integrations > Action > All
    • Journey > Action Map > All
    • Journey > Event Type > View (to configure an action map with an event trigger)
    • Journey > Report > View
    • Scripter > Published Script > Add, View (to add agent-facing scripts)
    • Scripter > Script > All (to create agent-facing scripts)
  • Deploy one of the following:
ATC/Current/AdminGuide/Schedules No ATC GenesysEngage-onpremises, PureConnect, GenesysCloud No Select a schedule Select a schedule If your action map offers a web chat, you can select a schedule group to indicate when your agents are available to receive web chats. Using a schedule group ensures that agents have time to end chat interactions during their shifts. Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/Searches performed No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Searches performed (admin view) Searches performed JourneyData In Live Now, learn how to see what a visitor searched for on your website. This information provides insight into their specific questions and prepares you to answer them. Genesys Predictive Engagement AdminGuide Prerequisites
  • Configure the following permissions in Genesys Cloud CX:
    • 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 on your website currently)
ATC/Current/AdminGuide/Segment examples No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Examples of segments Segment examples Segments Review examples of segments to get ideas for your own segments. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Segments No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No View segments View segments Segments Learn how to search for, create, edit, duplicate, and delete segments.
Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/Segments assigned No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Segments assigned (admin view) Segments assigned Segments In Live Now, learn how to use segments to understand what characteristics or behaviors a visitor shares with other visitors. Genesys Predictive Engagement AdminGuide Prerequisites
  • Configure the following permissions in Genesys Cloud CX:
    • Journey > Customer > View (to see information about existing customers)
    • Journey > Event > View (to see events on the customer journey map)
    • 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)
ATC/Current/AdminGuide/Session attributes No ATC PureConnect, GenesysCloud, GenesysEngage-cloud Yes Session attributes Session attributes Sessions Learn about the building blocks for designing the session cards that agents see. Genesys Predictive Engagement AdminGuide Prerequisites
  • Configure the following permissions in Genesys Cloud CX:
    • Journey > Session Type > View
    • Journey > Session Type > Add
    • Journey > Session Type > Edit
    • Journey > Session Type > Delete
    • Journey > Event Type > View
    • Journey > Event Type > Add
    • Journey > Event Type > Edit
    • Journey > Event Type > Delete
ATC/Current/AdminGuide/Session card No ATC PureConnect, GenesysCloud, GenesysEngage-cloud Yes Session cards Session cards Sessions Learn how to configure the session data that agents can see. Genesys Predictive Engagement AdminGuide Prerequisites
  • Configure the following permissions in Genesys Cloud CX:
    • Journey > Session Type > View
    • Journey > Session Type > Add
    • Journey > Session Type > Edit
    • Journey > Session Type > Delete
    • Journey > Event Type > View
    • Journey > Event Type > Add
    • Journey > Event Type > Edit
    • Journey > Event Type > Delete
ATC/Current/AdminGuide/Session library No ATC PureConnect, GenesysCloud, GenesysEngage-cloud Yes Session Library Session Library Sessions Learn how to configure the information about sessions and events that appears to agents. Genesys Predictive Engagement AdminGuide Prerequisites
  • Configure the following permissions in Genesys Cloud CX:
    • Journey > Session Type > View
    • Journey > Session Type > Add
    • Journey > Session Type > Edit
    • Journey > Session Type > Delete
    • Journey > Event Type > View
    • Journey > Event Type > Add
    • Journey > Event Type > Edit
    • Journey > Event Type > Delete

ATC/Current/AdminGuide/Sessions events overview No ATC PureConnect, GenesysCloud, GenesysEngage-cloud Yes Types of sessions Types of sessions Sessions Learn about the types of sessions that Genesys Predictive Engagement uses to organize groups of related events. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Tracking snippet No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Predictive Engagement tracking snippet Tracking snippet Learn about Genesys Predictive Engagement's tracking abilities and how you can start tracking visitors on your website. Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/Trigger No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Define an action map's triggers Define the triggers Learn how to define a condition that causes Genesys Predictive Engagement to offer an action map to a particular visitor.


Feature coming soon: Outcome scores for audience size estimator.
Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/Unknown users No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Unknown visitors (admin view) Unknown visitors JourneyData In Live Now, learn how to recognize when Genesys Predictive Engagement does not recognize a visitor. Genesys Predictive Engagement AdminGuide Prerequisites
  • Configure the following permissions in Genesys Cloud CX:
    • 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)
ATC/Current/AdminGuide/Usage No ATC GenesysEngage-onpremises, PureConnect, GenesysCloud No Billing and usage Billing and usage Analytics Understand how you can monitor your usage charges for Genesys Predictive Engagement events. Genesys Predictive Engagement AdminGuide Prerequisites
  • Any of the following Billing permissions:
    • Billing > All Permissions
    • Billing > Subscription > Add
    • Billing > Subscription > View
ATC/Current/AdminGuide/Use the Architect flow with an action map No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Use action maps to trigger an advanced orchestration flow Configure an advanced orchestration flow action ArchFlow Configure an action map to use an advanced orchestration flow action. Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/View audit logs No ATC GenesysEngage-onpremises, PureConnect, GenesysCloud No View audit logs Learn how to view Genesys Predictive Engagement audit logs. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Visitor Activity No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Visitor Activity Visitor Activity Analytics Learn how to view usage data for your website. Genesys Predictive Engagement AdminGuide Prerequisites
ATC/Current/AdminGuide/Web chat lifecycle No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Web chat lifecycle WebChat See the lifecycle of a web chat and the metrics that we capture at each state along the way. Genesys Predictive Engagement uses lifecycle states for reporting and determining the triggering behavior of action maps that use web chats.
Feature coming soon: Web messaging

This article applies only to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat.

Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Web chat overview No ATC PureConnect, GenesysCloud, GenesysEngage-cloud No Web chat overview WebChat Get an overview of web chats and how they work. Genesys Predictive Engagement AdminGuide
ATC/Current/AdminGuide/Web messaging overview No ATC GenesysCloud No Web messaging overview WebMessaging Learn about web messaging and how it works. Genesys Predictive Engagement AdminGuide

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