View table: Section

For more information about the granular performance of individual action maps, click the action map name. The report specific to the action map opens. For more information about the configuration and the other options within action map reports, see individual action map performance report.

Use the journey action map performance reports to view the following:

• All the action maps configured in your organization and their overall effectiveness.
• The number of actions that are offered, accepted, blocked, and rejected in each of the action map.
• The number of individual outcomes that are impacted by each action map.
• The number of individual outcomes that are impacted after action map engaged.

To view the report, go to Performance > Predictive Engagement, and then Journey Action Map. The following report appears.

Data in a visit can include:

• Visit and visitor identifiers that identify visit information within Genesys Predictive Engagement
• Visit timestamps, such as start time, when the visitor is considered idle, and when the visitor was last active
• Current web page information including the number of pages visited, web document properties, and device properties
• Journey information such as matched segments and outcomes achieved
• Referrer information from where the visitor accessed your website, and marketing campaign information associated with it

• Predictive Engagement-specific identifiers
• Third-party identifiers
• Personal details, such as name, date of birth, job information, and phone numbers
• Predictive Engagement visit information

Data in a visit can include:

• Visit and visitor identifiers used to identify visit information within Genesys Predictive Engagement
• Visit timestamps, such as start time, when the visitor will be considered idle, and when the visitor was last active
• Current web page information including the number of pages visited, web document properties and device properties
• Journey information such as matched segments and outcomes achieved
• Referer information from where the customer accessed your website, and marketing campaign information associated with it

• Genesys Predictive Engagement specific identifiers
• Third-party identifiers
• Personal details, such as name, DOB, job information, and phone numbers
• Genesys Predictive Engagement visit information

• If the content offer is not ready to use in action maps, click Save as draft.
• If the content offer is ready to use in action maps, click Save and publish.

1. In Admin in Genesys Cloud CX, open the Action Library page.
2. To sort the list, click the ascending or descending arrow next to the column heading by which to sort.
3. To view a description of a column's contents, click the Information icon.

For more information about the availability of the data in this report, see About analytics data.

About time values in exported reports

When you export a Visitor Activity report, the name of the exported file includes from- and to- timestamps in the standard ISO-8601 format (mmhhddmmyyyy).

If you import the CSV file into Excel, use the following formula to convert the ISO-8601 time formatted-cell to the Date type:

=DATEVALUE(MID(A1,1,10))+TIMEVALUE(MID(A1,12,8))"

(A1 represents the cell location of the first ISO-8601 time formatted cell in the Excel worksheet.)

• URL conditions specified but not met
• Another action map qualified and offered a web engagement
• No agents available
• Cannot answer chats within the service level
• Outside of business hours
• Visitor left your website
• Frequency capping

Not all states are applicable to all action map types. For example, content offers, web chat offers, and web messaging offers could share some states. However, content offers and web messaging offers only use a subset of the states.

For more information about the metric definitions, see:

• Web chats
• Web messaging
• Content offers
• Architect flows

1. Specify a descriptive name for the action map.
2. Set the action map's priority relative to similar action maps.
   
Tip
The action map is active and ready to trigger on your site by default. To prevent the action map from triggering on your site, slide the toggle to No.
3. Select which action to use when the action map triggers: web messaging, web chat, content offer, or advanced orchestration flow.
4. Specify what triggers the action map (segment, visitor activity, outcome).
5. Configure an outcome probability.
6. Specify the webpages where you do or don't want the action map to trigger.
7. If the action map is for a web chat offer:
1. To route the action map to a specific agent queue, select an agent queue.
2. To only present chat offers when agents are available to receive them, select a schedule group.
8. To ignore the global frequency cap settings and always offer web engagements that this action map qualifies, override the frequency cap for this action map.

To stop offering web chats, content offers, or web messaging to visitors during the same session after specific criteria is met, configure the global frequency capping settings.

1. In Admin in Genesys Cloud CX, open the Global Settings page and then click the Action Settings tab.
2. Configure the web chat, content offer, or web messaging settings as needed.
   Important

   You can override these global settings for an individual action map. For more information, see Override global frequency capping settings.

• Don't present another content offer after an acceptance: Indicates whether to stop presenting content offers to a visitor after the visitor accepts a content offer.
• Don't present another content offer after a rejection: Indicates whether to stop presenting content offers to a visitor after the visitor rejects a content offer.
• Apply a minimum wait time before presenting next content offer: Period of time, in HH:MM format, to stop presenting content offers to a visitor. A session can last for hours but if it times outs after 20 minutes of inactivity, this setting is inapplicable. The maximum number of hours that you can specify is 23; and the maximum number of minutes is 59.
  Important

  If both toggles are set to Yes, the time picker is unavailable as it has no effect in this instance.

• Don't offer another web chat after a conversation with an agent: Indicates whether to stop offering web chats to a visitor after the visitor chats with an agent.
• Don't offer another web chat after a rejection: Indicates whether to stop offering web chats to a visitor after the visitor rejects a web chat.
• Apply a minimum wait time before offering next web chat: Period of time, in HH:MM format, to stop offering web chats to a visitor. A session can last for hours but if it times outs after 20 minutes of inactivity, this setting is inapplicable. The maximum number of hours that you can specify is 23; and the maximum number of minutes is 59.
  Important

  If both toggles are set to Yes, the time picker is unavailable as it has no effect in this instance.

• Don't present another web messaging offer after a conversation with an agent: Indicates whether to stop offering web messaging to a visitor after the visitor chats with an agent.
• Don't present another web messaging offer after a rejection: Indicates whether to stop offering web messaging to the visitor after a visitor rejects a web messaging offer.
• Apply a minimum wait time before presenting next web messaging offer: Period of time, in HH:MM format, to stop offering web messaging to a visitor. A session can last for hours but if it times outs after 20 minutes of inactivity, this setting is inapplicable. The maximum number of hours that you can specify is 23; and the maximum number of minutes is 59.
  Important

  If both toggles are set to Yes, the time picker is unavailable as it has no effect in this instance.

If you select hourly granularity:

• Your maximum date range is 14 days.
  
  • 03/02/2018 13:00 to 03/02/2018 14:00 is valid.
  • 03/02/2018 13:00 to 05/02/2018 13:00 is not valid.

If you select daily granularity:

• Your maximum date range is 365 days.
  • 03/02/2018 to 04/02/2018 is valid.
  • 03/02/2017 to 04/02/2018 is not valid.

Visitor journey attributes are actions that visitors take on your website. When you define a condition that includes a visitor journey attribute, Genesys Predictive Engagement matches visitors based on whether they do (or do not) take the action. For example, only visitors who complete a form or go to a specific webpage.

A visitor journey attribute can also reflect a negative event. For example a visitor journey attribute might include all visitors who added a product to their shopping cart but did not complete the transaction.

For more information, see Examples of segments.

To see the blocked actions in an action map and to determine the reasons, do the following:

1. Click Create Action Map.
2. Click the Action Map Reporting can be found here.
3. In the Blocked column of the action map you want to analyze, click the hyperlink. The Blocked Actions report appears.

• Sessions - The number of sessions during which the action is blocked. If an action is blocked multiple times during a single session, the session number is retained at one.
• Count - The number of times an action is blocked. For example, if an action was blocked 30 times during a single session, the count number is 30.

1. Create a workflow.
2. Import the integration-specific workflow. For more information, see Required workflow for the Salesforce Lead Creation and Campaign Attribution integration.
3. Update the data action referential integrity constraints.
4. Save and publish the workflow.

For each data action, do the following:

1. In the workflow, select a data action with a red border. (Red signifies the referential integrity problem.)
2. Under Data Action, select the name of the corresponding data action.
3. Repeat these steps for every data action with a red border.
   

The REST request requires certain parameters. For more information, see Required parameters for Salesforce Lead Creation and Campaign Attribution integration.

If you use Google Analytics, you can target visitors coming from a marketing campaign where you track URL parameters. First, create a segment and then define the segment conditions using the campaign attributes. For more information, see the campaign attributes in the Visitor attributes table.

1. Work with your ad network to set up your ad campaigns and identify the UTM parameters to track. For example, suppose you want to create a new ad campaign called, "SpringSale'.
2. For each UTM parameter that you want to track, create a corresponding segment in Genesys Predictive Engagement. For example, create a segment called SpringSale. For the visitor attribute, specify "Campaign name like SpringSale".
3. When a visitor arrives at a site through a campaign link, Genesys Predictive Engagement assigns the SpringSale segment.

• When a visitor visits your website, Genesys Predictive Engagement starts a new visit.
• If the visitor leaves your website, or is inactive on your site for more than 30 minutes, Genesys Predictive Engagement closes the visit.
• If a visitor arrives at your website from different sources, Genesys Predictive Engagement creates a new visit for each source and closes any previously open visit to the site.

For example, suppose your company posts a campaign ad on Facebook and Twitter. Someone sees the ad on Facebook and clicks it to arrive at your website. A few minutes later, the visitor sees a similar ad on Twitter and clicks the link, causing them to arrive at your website a second time. In this case, Genesys Predictive Engagement ends the visit that originated from the Facebook ad and begins a visit for the one that originated from the Twitter ad.

|- ||Attribute name ||UTM parameter name as it appears in a webpage URL or search string ||Example ||API attribute |- ||Campaign source ||'utm_source' ||direct, adWords,google ||mktCampaign.source |- ||Campaign medium ||'utm_medium' ||direct organicsocialppcwebsite-ppc ||mktCampaign.medium |- ||Campaign name ||'utm_campaign' ||test campaign Summer19 ||mktCampaign.name |- ||Campaign content ||'utm_content' ||  ||  |- ||Campaign term ||'utm_term' ||device trialsubscription ||mktCampaign.term |- ||Campaign click ID ||'gclid' ||CjwKCAiA1ZDiBRAXEiwAIWyNC2J6QZBJYwXHJPsZkhECGKaZ7nRjmNEQzmn1Hqh8Labvn3FQ-Tn1pRoCEDYQAvD_BwE ||mktCampaign.clickId |- ||Campaign network ||'network' ||search network display network ||mktCampaign.network |}

To create an expression in Genesys Predictive Engagement that segments visitors based on these parameters, follow these syntax guidelines:

• Activation time
  • Immediately: Present the web chat offer as soon as a visitor arrives on your website.
  • On return to site: Present the web chat offer when a visitor returns to your website.
  • Delay: Delay presenting the web chat offer the specified number of seconds or minutes after a visitor arrives on your website.
• Time range: Time period to present the web chat offer. To present the offer indefinitely, don't specify an end date.
  Important

  To designate when agents are available, you can select a schedule group. Genesys Predictive Engagement offers chats only when agents are available to connect with visitors who accept the chat offers.

• Offer title text: Text to display in the title bar of the chat window.
• Offer text: Text to display in the chat window to invite the visitor to chat.
• Accept button caption: Text to display on the button that accepts the chat offer.
• Decline button caption: Text to display on the button that declines the chat offer.

Genesys Predictive Engagement pre-populates some items for you. However, you can change the settings as necessary.

1. [Type]: Type of data to capture.
2. [Label]: Data label to display to visitors.
3. Required: If selected, visitors are required to provide the data.
4. Delete icon: Allows you to remove the data item from the chat window.
5. Add more: Allows you to add another data item to the chat window.
6. Done: Saves your changes.

• Activation time
  • Immediately: Present the content offer as soon as a visitor arrives on your website.
  • On return to site: Present the content offer when a visitor returns to your website.
  • Delay: Delay presenting the content offer the specified number of seconds or minutes after a visitor arrives on your website.
• Time range: Time period to present the content offer. To present the offer indefinitely, don't specify an end date.

Specify when to activate the content offer and the time period during which to use the content offer. For more information about action maps, see About action maps.

The following table describes the lifecycle of a content offer, including the events that can occur and the data that is available for use with the Events Methods.

Terminal states for content offers are:

• Accepted
• Rejected
• Ignored

For more information, see Define an action map's triggers.

• Layout: Layout of the text and image within the content offer.
• Image: Image to display in the offer. You can either upload the image to Genesys Predictive Engagement or point to its URL. For more information, see Include an image.
• Heading: Prominent headline text. Example: Exclusive offer just for you! Restricted to a maximum of 50 characters.
• Subheading: Secondary text to accompany the main heading. Example: Book now and get 10% off. Restricted to a maximum of 100 characters.
• Body: Description of the offer. Example: Book now and add discount code 123456 at the checkout to save 10%. Restricted to a maximum of 500 characters.
• Button text: Short string to display inside the call-to-action button. Example: Book Now. Restricted to a maximum of 15 characters.
• Destination URL: URL of the page to display when a visitor clicks the call-to-action button.
• Open link in: Indicates how to open the destination URL, either in the current window or in a new tab or window.

After you create and publish a content offer, configure an action map to use it.

• Type: Indicates where the content offer appears on a webpage and whether the visitor can interact with other web page elements while the content offer is onscreen.
  • Modal - Content offer covers all other webpage content. Visitors cannot interact with other webpage elements onscreen. If the visitor clicks outside of the content offer window, the content offer window closes.
  • Overlay (Non-modal) - Content offer covers all other webpage content, but visitors can interact with other webpage elements while the content offer is onscreen.
  • Toast (Non-modal) - Content offer displays in a small notification window that does not obscure other webpage content. Visitors can interact with other webpage elements onscreen.
• Background Color: Content offer's background color.
• Heading, Subheading, Body, and CTA button: Style options for the heading, subheading, body, and call-to-action button. By default, the inherited font is the Google Roboto font. You can change the font or disable the Google font download. For more information, see Disable Roboto font download.
• CTA Button color: Call-to-action button color.
• Close Button: Opacity and color of the Close (X) button that appears in the top right corner of the content offer.
• Position: Onscreen positioning of the content.
• Padding: Padding around the content offer, either in pixels or as a percentage.

Upload an image file

Drag and drop the image file onto the upload area, or browse to the file and select it. The maximum file size per uploaded image is 512 KB. The optimal image dimensions are 400px X 400px.

Following are the valid formats for images.

Point to a URL

That's a content offer. The point of a content offer is to engage visitors and then encourage them to take some sort of action. (Find out more about the mortgage program, in this example.)

You use Genesys Predictive Engagement to create content offers for the scenario outlined above and for almost anything that requires a website visitor's buy-in or consent. For example, sign up for an event, subscribe to the newsletter, or try a new product.

• #mintydocs_link must be called from a MintyDocs-enabled page (ATC/Current/AdminGuide/Conversation sessions).
• Title
• #mintydocs_link must be called from a MintyDocs-enabled page (ATC/Current/AdminGuide/Conversation sessions).
  (indicates call or chat)
• Duration
• Queue
• Agent name
• Journey map (visible when card is expanded)
• #mintydocs_link must be called from a MintyDocs-enabled page (ATC/Current/AdminGuide/Conversation sessions).

• Waiting: Customer is in the queue and waiting for an agent to accept the interaction
• Ended by Customer: Customer abandoned the call or chat

When an agent assigns a wrap-up code to end a call or chat, the wrap-up code replaces the status. For more information about creating wrap-up codes, see About wrap-up codes.

• A web session begins when a customer comes to a webpage where the
  #mintydocs_link must be called from a MintyDocs-enabled page (ATC/Current/AdminGuide/Conversation sessions).
  is deployed.
• A conversation session begins when a customer accepts an invitation to chat or starts a web chat on their own. The title of a web chat is always Web Chat.

• Routed (waiting in queue)
• Connected to agent
• Ended (either of the following)
  • Agent wraps up
  • Customer abandons (ends the session before the agent wraps it up)

To implement this scenario:

1. Create a wrap-up code called Completed sale.
2. #mintydocs_link must be called from a MintyDocs-enabled page (ATC/Current/AdminGuide/Conversation sessions).
   called Completed sale.
3. #mintydocs_link must be called from a MintyDocs-enabled page (ATC/Current/AdminGuide/Conversation sessions).
   called Register product warranty.
4. #mintydocs_link must be called from a MintyDocs-enabled page (ATC/Current/AdminGuide/Conversation sessions).
   and:
   • Trigger the action map when a customer matches the Completed sale segment.
   • Select the content offer called Register product warranty.

• Inbound calls
• Outbound calls
• #mintydocs_link must be called from a MintyDocs-enabled page (ATC/Current/AdminGuide/Conversation sessions).
• #mintydocs_link must be called from a MintyDocs-enabled page (ATC/Current/AdminGuide/Conversation sessions).

Note the following:

• If there is an active web messaging conversation, no other web messaging action maps trigger.
• If an action map triggers during a web session, it does not trigger again during that session. However, another action map could trigger, depending on your frequency capping settings.
• If an action map triggers in one session and the visitor rejects it, it can trigger again in subsequent sessions if it qualifies.