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Table structure:

  • Platforms - List of String
  • Question - Wikitext
  • Answer - Wikitext

This table has 39 rows altogether.

Page Platforms Question Answer
ATC/Current/AdminGuide/FAQs GenesysCloud How do I increase the offered rate of web chats?
  • If you configured an action map to only show on selected pages, check that the URL condition defined is not restricting chats being offered. Chats are only offered on pages where this condition is met.
  • View the Action Map Performance report to see how many chats are qualifying outside business hours.
  • Other possible reasons for a low offer rate include the availability of agents, service level throttling, frequency capping, conflicting action maps, or action maps qualifying outside business hours.
ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud Does Genesys Predictive Engagement support co-browse or screenshare in Genesys Cloud CX? No, Genesys Predictive Engagement does not work with the co-browse or screenshare capabilities of Genesys Cloud CX. So, if a visitor accepts a proactive chat through Genesys Predictive Engagement, an agent cannot escalate the chat to a co-browse or a screenshare session.
ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises Can Genesys Predictive Engagement distinguish between browser family and OS type? Yes. Audience segmentation takes into account browser family and OS type. For more information, see Visitor attributes.
ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises Can Genesys Predictive Engagement distinguish between desktop and mobile browsers? Yes. Audience segmentation takes into account device type. For more information, see Visitor attributes.
ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises Does Genesys Predictive Engagement handle IP address blocklists? You can designate IP addresses for which Genesys Predictive Engagement should not generate web events. For more information, see Exclude IP addresses.
ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises Does Genesys Predictive Engagement provide GDPR compliance? As part of the Genesys Cloud CX platform, Predictive Engagement complies with GDPR regulations. For complete information information about Genesys Cloud CX and GDPR, see Genesys Cloud CX and GDPR compliance. See also Predictive Engagement-specific considerations.
ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises Does Genesys Predictive Engagement support domain allowlists? Yes. Customers can configure a list of allowed domains. This list limits the domains that Genesys Predictive Engagement tracks.
ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises Does Genesys Predictive Engagement work on mobile applications? There is no explicit support for using Genesys Predictive Engagement on mobile apps. On both desktop and mobile browsers, Genesys Predictive Engagement tracks websites only.
ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises How can I increase the number of offers from qualified action maps?
  1. Genesys Predictive Engagement applies URL conditions after qualification. Consider removing URL conditions or changing to a more restrictive operator, such as "contains all."
  2. If agents belong to multiple queues, it can impact their availability and Genesys Predictive Engagement's ability to offer a chat.
  3. When setting page URL conditions in your segment, ensure that you are not targeting visitors who are about to leave the site. Try adjusting the targeting to a step earlier in their journey. Consider this recommendation when setting page URL conditions in action maps also.
  4. Conflicting action maps may prevent offers from occurring as Genesys Predictive Engagement only offers one action map per action type, once per page.
ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises How can I increase the number of qualifications?
  1. Outcomes won’t increase the number of qualifications. If using outcome scoring, adjust the outcome probability to a lower level to allow more qualification for that outcome. We recommend having up to 10 outcomes configured. Using outcomes can help increase your conversion rates. For more information, see Outcomes overview.
  2. Identify traffic sources that are not performing well on conversion rates. Target these sources as segments to see whether chat, content, or bot intervention can help.
  3. Ensure that the tracking snippet is on all pages of your site.
  4. Configure more custom web events, particularly if your website journey is form-based, that Genesys Predictive Engagement can track to provide more insight for outcome scoring. Also, implement a static rule to always trigger for know pain points. For example, an error message on form submission or an inline validation error.
ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises What defines a website visit? A Web visit starts from the moment a visitor lands on a website and provides consent for tracking. The Web visit continues while the visitor browses the website and lasts until the visitor is inactive for 30 minutes. If the visitor resumes browsing after 30 minutes, Genesys Predictive Engagement tracks that activity as a new Web visit.
ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises What is Genesys Predictive Engagement? Genesys Predictive Engagement is a cloud-based, AI-powered customer engagement solution that analyzes visitors' behaviors on websites, predicts the outcomes visitors are trying to achieve, and personalizes engagements to help visitors achieve those outcomes.
ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises What standard reports are provided? Genesys Predictive Engagement offers two families of reports, both of which can be filtered for a time period:
ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises Which data attributes are captured during a customer's journey? We recognize that every customer's journey is unique and we can capture numerous data attributes. By default, Genesys Predictive Engagement captures page view data from the browser (URL, page title, browser type, location) and uses this information to assign the appropriate segment(s) to the customer.

For a full list of the data attributes we support, see visitor attributes, campaign attributes, visitor journey attributes, and custom attributes.

ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises Which languages does Genesys Predictive Engagement support? The user interface for Predictive Engagement administrative features is currently localized in the following languages:
  • Dutch
  • French
  • German
  • Italian
  • Japanese
  • Korean
  • Portuguese
  • Spanish
  • Swedish

The user interface for Predictive Engagement agent features is currently localized in the following languages:

  • Chinese Simplified
  • Chinese Traditional
  • Danish
  • Dutch
  • Finnish
  • French
  • German
  • Italian
  • Japanese
  • Korean
  • Norwegian
  • Polish
  • Portuguese
  • Spanish
  • Swedish
  • Thai
  • Turkish
ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises Why isn't an action map working as expected? It's possible that the action map's URL conditions aren't configured properly.

Possible causes are:

  • There is a configuration issue with the segment or outcome used to trigger the action map
  • The page URL conditions defined in the action map itself
  • The availability of agents on the queue selected
  • The schedules selected
  • Visitors leaving the site before the action is offered

For more information, see Operators for URL conditions.

ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises Why won't my segments, outcomes, or action maps trigger? An action map can trigger based on segment or outcome conditions. Genesys Predictive Engagement doesn’t validate free form text when configuring segments or outcomes. If you misspell a value here and the segment or outcome is used in an action map, it may not trigger. For example, typing "moble" instead of "mobile" as the device category; or, typing "ACB Retailer" when the page title is "ABC Retailer".
ATC/Current/AgentGuide/FAQs Which languages does Genesys Predictive Engagement support? The user interface for Predictive Engagement agent features is currently localized in the following languages:
  • Chinese Simplified
  • Chinese Traditional
  • Danish
  • Dutch
  • Finnish
  • French
  • German
  • Italian
  • Japanese
  • Korean
  • Norwegian
  • Polish
  • Portuguese
  • Spanish
  • Swedish
  • Thai
  • Turkish
Draft:ATC/Current/AdminGuide/FAQs GenesysCloud How do I increase the offered rate of web chats?
  • If you configured an action map to only show on selected pages, check that the URL condition defined is not restricting chats being offered. Chats are only offered on pages where this condition is met.
  • View the Action Map Performance report to see how many chats are qualifying outside business hours.
  • Other possible reasons for a low offer rate include the availability of agents, service level throttling, frequency capping, conflicting action maps, or action maps qualifying outside business hours.
Draft:ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud Does Genesys Predictive Engagement support co-browse or screenshare in Genesys Cloud CX? No, Genesys Predictive Engagement does not work with the co-browse or screenshare capabilities of Genesys Cloud CX. So, if a visitor accepts a proactive chat through Genesys Predictive Engagement, an agent cannot escalate the chat to a co-browse or a screenshare session.
Draft:ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises Can Genesys Predictive Engagement distinguish between browser family and OS type? Yes. Audience segmentation takes into account browser family and OS type. For more information, see Visitor attributes.
Draft:ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises Can Genesys Predictive Engagement distinguish between desktop and mobile browsers? Yes. Audience segmentation takes into account device type. For more information, see Visitor attributes.
Draft:ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises Does Genesys Predictive Engagement handle IP address blocklists? You can designate IP addresses for which Genesys Predictive Engagement should not generate web events. For more information, see Exclude IP addresses.
Draft:ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises Does Genesys Predictive Engagement provide GDPR compliance? As part of the Genesys Cloud CX platform, Predictive Engagement complies with GDPR regulations. For complete information information about Genesys Cloud CX and GDPR, see Genesys Cloud CX and GDPR compliance. See also Predictive Engagement-specific considerations.
Draft:ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises Does Genesys Predictive Engagement support domain allowlists? Yes. Customers can configure a list of allowed domains. This list limits the domains that Genesys Predictive Engagement tracks.
Draft:ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises Does Genesys Predictive Engagement work on mobile applications? There is no explicit support for using Genesys Predictive Engagement on mobile apps. On both desktop and mobile browsers, Genesys Predictive Engagement tracks websites only.
Draft:ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises How can I increase the number of offers from qualified action maps?
  1. Genesys Predictive Engagement applies URL conditions after qualification. Consider removing URL conditions or changing to a more restrictive operator, such as "contains all."
  2. If agents belong to multiple queues, it can impact their availability and Genesys Predictive Engagement's ability to offer a chat.
  3. When setting page URL conditions in your segment, ensure that you are not targeting visitors who are about to leave the site. Try adjusting the targeting to a step earlier in their journey. Consider this recommendation when setting page URL conditions in action maps also.
  4. Conflicting action maps may prevent offers from occurring as Genesys Predictive Engagement only offers one action map per action type, once per page.
Draft:ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises How can I increase the number of qualifications?
  1. Outcomes won’t increase the number of qualifications. If using outcome scoring, adjust the outcome probability to a lower level to allow more qualification for that outcome. We recommend having up to 10 outcomes configured. Using outcomes can help increase your conversion rates. For more information, see Outcomes overview.
  2. Identify traffic sources that are not performing well on conversion rates. Target these sources as segments to see whether chat, content, or bot intervention can help.
  3. Ensure that the tracking snippet is on all pages of your site.
  4. Configure more custom web events, particularly if your website journey is form-based, that Genesys Predictive Engagement can track to provide more insight for outcome scoring. Also, implement a static rule to always trigger for know pain points. For example, an error message on form submission or an inline validation error.
Draft:ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises What defines a website visit? A Web visit starts from the moment a visitor lands on a website and provides consent for tracking. The Web visit continues while the visitor browses the website and lasts until the visitor is inactive for 30 minutes. If the visitor resumes browsing after 30 minutes, Genesys Predictive Engagement tracks that activity as a new Web visit.
Draft:ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises What is Genesys Predictive Engagement? Genesys Predictive Engagement is a cloud-based, AI-powered customer engagement solution that analyzes visitors' behaviors on websites, predicts the outcomes visitors are trying to achieve, and personalizes engagements to help visitors achieve those outcomes.
Draft:ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises What standard reports are provided? Genesys Predictive Engagement offers two families of reports, both of which can be filtered for a time period:
Draft:ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises Which data attributes are captured during a customer's journey? We recognize that every customer's journey is unique and we can capture numerous data attributes. By default, Genesys Predictive Engagement captures page view data from the browser (URL, page title, browser type, location) and uses this information to assign the appropriate segment(s) to the customer.

For a full list of the data attributes we support, see visitor attributes, campaign attributes, visitor journey attributes, and custom attributes.

Draft:ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises Which languages does Genesys Predictive Engagement support? The user interface for Predictive Engagement administrative features is currently localized in the following languages:
  • Dutch
  • French
  • German
  • Italian
  • Japanese
  • Korean
  • Portuguese
  • Spanish
  • Swedish

The user interface for Predictive Engagement agent features is currently localized in the following languages:

  • Chinese Simplified
  • Chinese Traditional
  • Danish
  • Dutch
  • Finnish
  • French
  • German
  • Italian
  • Japanese
  • Korean
  • Norwegian
  • Polish
  • Portuguese
  • Spanish
  • Swedish
  • Thai
  • Turkish
Draft:ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises Why isn't an action map working as expected? It's possible that the action map's URL conditions aren't configured properly.

Possible causes are:

  • There is a configuration issue with the segment or outcome used to trigger the action map
  • The page URL conditions defined in the action map itself
  • The availability of agents on the queue selected
  • The schedules selected
  • Visitors leaving the site before the action is offered

For more information, see Operators for URL conditions.

Draft:ATC/Current/AdminGuide/FAQs PureConnect GenesysCloud GenesysEngage-onpremises Why won't my segments, outcomes, or action maps trigger? An action map can trigger based on segment or outcome conditions. Genesys Predictive Engagement doesn’t validate free form text when configuring segments or outcomes. If you misspell a value here and the segment or outcome is used in an action map, it may not trigger. For example, typing "moble" instead of "mobile" as the device category; or, typing "ACB Retailer" when the page title is "ABC Retailer".
Draft:ATC/Current/AgentGuide/FAQs Which languages does Genesys Predictive Engagement support? The user interface for Predictive Engagement agent features is currently localized in the following languages:
  • Chinese Simplified
  • Chinese Traditional
  • Danish
  • Dutch
  • Finnish
  • French
  • German
  • Italian
  • Japanese
  • Korean
  • Norwegian
  • Polish
  • Portuguese
  • Spanish
  • Swedish
  • Thai
  • Turkish
Draft:ContentAdmin/Internal/WritersGuide/acro test GenesysEngage-onpremises some question some answer
Draft:ContentAdmin/Internal/WritersGuide/Story Points FAQ2 GenesysEngage-onpremises some question some answer
Draft:PEC-SF/Current/Admin/FAQs What transport networks can I use to connect my users and systems to the Genesys Multicloud CX platform? You choose which transport network(s) to use. Genesys supports connection via:
  • The Internet
  • A private network using Multiprotocol Label Switching (MPLS)
  • The public telephony network (PSTN)

The Genesys Engage Platform Availability Guide describes requirements, settings, and considerations for enabling your users and systems to communicate with the Genesys Multicloud CX platform using the transport mechanism(s) you choose.

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