Genesys Documentation - User contributions [en]

File:Cable 1.jpg

2022-10-19T17:58:15Z

DannaShirley:

This is a cable

File:RuthsCafe Priscillas Lunch.jpg

2022-10-19T17:54:17Z

DannaShirley:

This is a receipt

ATC/Current/SDK/Content offer lifecycle

2020-10-20T15:47:20Z

DannaShirley: Published

{{Article
|Standalone=No
|DisplayName=Content offers lifecycle
|TocName=Content offers lifecycle
|Context=See the lifecycle of a content offer and the metrics that we capture at each state along the way. Lifecycle states are used in reporting and in determining the triggering behavior of action maps that use content offers.
|Dimension=WebActions
|ComingSoon=No
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|Section={{Section
|sectionHeading=Content offer lifecycle states
|anchor=1COInvite
|alignment=Vertical
|structuredtext=[[File:COOffered1.png|left|thumb|393x393px]]
 

The following table provide details about the lifecycle of a content offer, including the events that can occur and the data that is available for use with the {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|display text=Events methods}}.
{{{!}} class="wikitable"
{{!}}+
!State
!Event
!Description
!Data available
{{!}}-
{{!}}offered
{{!}}Web Actions Offered
{{!}}The customer's activity has qualified an action map, and a proactive invitation is offered.
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|display text=Events methods with web actions}}.
{{!}}-
{{!}}accepted
{{!}}Web Actions Accepted
{{!}}The customer accepts the invitation by clicking a button like '''Book now!''' This is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Content_offer_lifecycle|anchor=Terminal|display text=terminal state}}.
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|display text=Events methods with web actions}}.
{{!}}-
{{!}}rejected
{{!}}Web Actions Rejected
{{!}}The customer rejects the invitation by either clicking '''X''' or a button like, '''No, but thank you'''. This is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Content_offer_lifecycle|anchor=Terminal|display text=terminal state}}.
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|display text=Events methods with web actions}}.
{{!}}-
{{!}}errored
{{!}}Web Actions Errored
{{!}}An error occurred in the widget that prevented the engagement from occurring.
'''Note:''' This event does not have a corresponding metric in the Action Map Performance Report.
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|display text=Events methods with web actions}}.
In addition, the errorMessage field is available.
{{!}}-
{{!}}ignored
{{!}}Web Actions Ignored
{{!}}The customer has ignored the invitation by navigating away from or around it. This is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Content_offer_lifecycle|anchor=Terminal|display text=terminal state}}.
'''Note:''' This event does not have a corresponding metric in the Action Map Performance Report.
{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|display text=Events methods with web actions}}.
 
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Terminal states for content offers
|anchor=Terminal
|alignment=Vertical
|structuredtext=In the content offer lifecycle, certain states are considered ''terminal'', or final, states. If a customer navigates to a web page where an action map is set to trigger a content offer, the action map will not offer the content offer if it is already in a terminal state. This ensures that a customer does not receive the same content offer after the customer has already accepted the offer or has indicated that they are not interested in that particular content offer.

Terminal states for content offers are:

*Accepted
*Rejected
*Ignored

For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger}}.
|Status=No
}}{{Section
|sectionHeading=Report metrics and events
|anchor=ReportMetricsEvents
|alignment=Vertical
|structuredtext=The metrics used in the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance|display text=Action Map Performance report}} correlate directly with the {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=event types for web actions}}. For more information about metrics for content offers, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=MonitorContentOffers|anchor=COPerfReport|display text=Monitor a content offer's performance}}.
|Status=No
}}
}}
}}

ATC/Current/AdminGuide/FAQs

2020-10-01T10:50:05Z

DannaShirley: Published

{{FAQ Article
|Standalone=No
|DisplayName={{MINTYDOCSPRODUCT}} Administrator FAQs
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|TocName=FAQs
|Context=This page lists all FAQs for {{MINTYDOCSPRODUCT}} administrators.
|FAQ={{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=What is {{MINTYDOCSPRODUCT}}?
|Answer={{MINTYDOCSPRODUCT}} 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.
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=What defines a website visit?
|Answer=A Web visit starts from the moment a visitor lands on a website and provides consent for tracking. The Web visit continues while customer browses through the website and lasts until the visitor is inactive for 30 minutes. If the visitor resumes browsing after 30 minutes, {{MINTYDOCSPRODUCT}} tracks that activity as a new Web visit.
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=Does {{MINTYDOCSPRODUCT}} work on mobile applications?
|Answer=There is no explicit support for using {{MINTYDOCSPRODUCT}} on mobile apps. On both desktop and mobile browsers, the {{MINTYDOCSPRODUCT}} tracking snippet tracks websites only.
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=Which data attributes are captured during a customer's journey?
|Answer=We recognize that every customer's journey is unique and we can capture numerous data attributes. By default, {{MINTYDOCSPRODUCT}} 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 {{Link-SomewhereInThisManual|topic=AttributesVisitor|display text=visitor attributes}}, {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Campaign_Attributes|display text=campaign attributes}}, {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=AttributesJourney|display text=visitor journey attributes}}, and {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_attributes|display text=custom attributes}}.
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=What standard reports are provided?
|Answer={{MINTYDOCSPRODUCT}}offers two families of reports, both of which can be filtered for a time period:

*The {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Visitor_Activity|display text=Visitor Activity report}} shows web visits and can be filtered based on segments matched and outcomes achieved.
*The {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Action_Map_Performance|display text=Action Map Performance report}} shows the performance of each individual action map triggered.
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=Does {{MINTYDOCSPRODUCT}} provide GDPR compliance?
|Answer=As part of the Genesys Cloud platform, Altocloud complies with GDPR regulations. For complete information information about Genesys Cloud and GDPR, see [https://help.mypurecloud.com/articles/purecloud-and-gdpr-compliance/ Genesys Cloud and GDPR compliance]. See also {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=GDPR|display text=Altocloud-specific considerations}}.
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=Does {{MINTYDOCSPRODUCT}} support domain whitelisting?
|Answer=Yes. Customers can {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Web_tracking|display text=configure a list of allowed domains}}. This list limits the domains that {{MINTYDOCSPRODUCT}} tracks.
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=Does {{MINTYDOCSPRODUCT}} handle IP address blacklisting?
|Answer=You can designate IP addresses for which {{MINTYDOCSPRODUCT}} should not generate web events. For more information, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Web_tracking|anchor=ExcludeIPAddressesses|display text=Exclude IP addresses}}.
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=Can {{MINTYDOCSPRODUCT}} distinguish between desktop and mobile browsers?
|Answer=Yes. Audience segmentation takes into account device type. For more information, see {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=AttributesVisitor|display text=Visitor attributes.}}
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=Can {{MINTYDOCSPRODUCT}} distinguish between browser family and OS type?
|Answer=Yes. Audience segmentation takes into account browser family and OS type. For more information, see {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=AttributesVisitor|display text=Visitor attributes.}}
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=Does {{MINTYDOCSPRODUCT}} support co-browse or screenshare in Genesys Cloud?
|Answer=No, {{MINTYDOCSPRODUCT}} does not work with the co-browse or screenshare capabilities of Genesys Cloud. This means that if a user accepts a proactive chat via {{MINTYDOCSPRODUCT}}, an agent cannot subsequently escalate the chat to a co-browse or a screenshare session.
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=Which languages does {{MINTYDOCSPRODUCT}} support?
|Answer=The user interface for '''Altocloud administrative features''' is currently localized in the following languages:

*Dutch
*French
*German
*Italian
*Japanese
*Korean
*Portuguese
*Spanish
*Swedish

The user interface for '''Altocloud 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/Action maps

2020-09-25T09:50:35Z

DannaShirley: Published

{{Article
|Standalone=No
|DisplayName=Build an action map
|TocName=Build action maps
|Context=Review all the steps involved in building the tools that {{MINTYDOCSPRODUCT}} uses to engage users.
|ComingSoon=No
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|Prereq='''Prerequisites'''

*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
**'''Journey '''>''' Action Map '''>''' Add''', '''Delete''', '''Edit''', and '''View''' (to create action maps)
**'''Journey '''>''' Action Target '''> '''View''' (to select a team to handle interactions from the action map)
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Tracking_snippet|display text=Deploy the {{MINTYDOCSPRODUCT}} tracking snippet}} on the website you want to track. This enables you to trigger the action map based on pageview events.
*To trigger an action map based on other events, use {{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Record|display text=ac('record')}} to send {{MINTYDOCSPRODUCT}} data about events you want to track.
*{{#mintydocs_link:topic=Segments|anchor=CreateSegment|link text=Create segments}}.
*{{#mintydocs_link:topic=Outcomes|anchor=CreateOutcome|link text=Create outcomes}}.
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_actions|display text=Build the action.}}
|Section={{Section
|sectionHeading=Overview
|anchor=Overview
|alignment=Horizontal
|Media=Image
|image=AMOverview.png
|structuredtext=#Click '''Admin''' <nowiki> > </nowiki> '''Altocloud''' <nowiki> > </nowiki>'''Action Maps'''.
#Click '''Create action map'''.
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger#AboutTriggers|display text=Select the trigger for the action map:}}
#*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger#SegmentMatch|display text=Segment match}}
#*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger#VisitorActivity|display text=User activity}}
#*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcome_probabilities|anchor=TriggerOnlyOutcomeProbability|display text=Outcome probability}}
#{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Select_action}}.
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply|display text=Apply the action map to specific web pages.}}
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Route|display text=Route the action map to a target.}}
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Schedules|display text=Schedule your action map.}}
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Prioritize|display text=Prioritize the action map.}}

 
|Status=No
}}{{Section
|sectionHeading=LIMITS
|alignment=Vertical
|structuredtext=Add this to the above section when the Limits go live:

For information on the number of action maps you can create for your organization, see {{Link-Standalone|topic=ATC/Limits}}.
|Status=Yes
}}
}}

ATC/Current/AgentGuide/GPE Customer journey

2020-09-22T20:20:45Z

DannaShirley: Published

{{Article
|Standalone=No
|DisplayName=Customer journey (Genesys Cloud)
|TocName=Customer journey (Genesys Cloud)
|Context=Learn about the customer journey data that Genesys Cloud agents see.
|ComingSoon=No
|Platform=GenesysCloud
|Prereq='''Prerequisites'''

*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
**'''Journey '''>''' Event '''>''' View''' (to see events on the customer journey map)
**'''Journey''' > '''Event Type''' > '''View''' (to see event information)
**'''Journey '''>''' Outcome''' > '''View '''(to see outcomes achieved and scores for a visit)
**'''Journey '''>''' OutcomeScores''' > '''View''' (to see real-time predictions)
**'''Journey '''>''' Segment''' > '''View '''(to see matched segments for a visit)
**'''Journey '''>''' Session''' > '''View '''(to see live tracking information about visitors who are currently on your website)
**'''Journey''' > '''Session Type''' > '''View''' (to see session information)
**'''Routing''' > '''Wrap-up Code''' > '''View''' (to see wrap-up codes in conversation session cards)
**'''Routing''' > '''Queue''' > '''Search''' (to see queue information in conversation session cards)
|Section={{Section
|sectionHeading=Improve your view of customer journey data
|anchor=Improve
|alignment=Horizontal
|Media=Image
|image=ImproveView.png
|structuredtext=You see the full contextual history for a customer, on the Predictive Engagement Customer Journey tab in Genesys Cloud. Do the following things to improve your viewing experience:

*Switch to a half-size or full-size view of the tab.
*When you begin a phone-based interaction with a customer, remember to verify their [https://help.mypurecloud.com/articles/view-verify-contacts-profile/ external contact profile]. After you do this, {{MINTYDOCSPRODUCT}} displays all of the contextual journey information we have for that customer.
|Status=No
}}{{Section
|sectionHeading=Outcome predictions and segments matched
|anchor=OutcomePredictions
|alignment=Horizontal
|Media=Image
|image=01_header.png
|structuredtext=An outcome represents a particular goal and the colored bars represent the customer's progress toward that goal. For example, if the goal is to purchase a product, then the customer's progress moves toward that goal when the customer puts an item in their shopping cart. These bars update in real time as the customer's progress changes. For more information about outcomes, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_segments}}.

A segment represents a group of customers that have something in common. For example, a segment might include all customers who use the same browser or are from the same geographic region. Segments appear in the order in which {{MINTYDOCSPRODUCT}} assigns them to the customer. For more information about segments, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_outcomes}}.
|Status=No
}}{{Section
|sectionHeading=Session cards
|anchor=Session Cards
|alignment=Horizontal
|Media=Image
|image=03_CollapsedCards.png
|structuredtext=Session cards organize journey data so you can see both current and historical activity. Each card represents what the user did during a particular period of time called a session.

The newest session card appears at the top. If the session card is blue, it means that the customer is active on your website. After 20 minutes of inactivity, the card color changes to gray. {{NoteFormat|
*You may see more sessions if an email or phone number is provided after the current session begins because we try to match [https://help.mypurecloud.com/articles/about-external-contacts/ external contact records] based on this data.
*We show data only about webpages we track. If a customer leaves your website and then comes back, we do not show you where the customer went.|}}

Key card information includes:

*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|display text=Journey map icons}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Additional_information_icons|display text=Session information icons}}
*Segments the customer matched
*Outcome progress during the session
|Status=No
}}{{Section
|sectionHeading=View journey details
|anchor=ViewJourneyDetails
|alignment=Horizontal
|Media=Image
|image=Card expanded.png
|structuredtext=To see more details about a particular card, click it. In this view, you see the journey map.

The map updates in real time as the customer navigates your website, responds to interaction requests, and matches segments. To see the details of a particular icon on the map, click it. For more information about the icons, see {{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|display text=Journey map icons}}.

{{NoteFormat|
* You can expand multiple cards simultaneously.
* The color of a {{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=JourneyIcons|display text=segment matched}} icon corresponds to the color of the actual segment.|2}}{{NoteFormat|If there are no segments, searches performed or outcomes, there is no expanded view.|}}
|Status=No
}}{{Section
|sectionHeading=View searches performed
|anchor=Searches Performed
|alignment=Horizontal
|Media=Image
|image=SearchesPerformed2.png
|structuredtext=You can see what a customer has searched for during the session.

In the journey map, click a search icon to see what the customer searched for when.
|Status=No
}}{{Section
|sectionHeading=View more cards
|anchor=ViewMore
|alignment=Horizontal
|Media=Image
|image=LoadMore.png
|structuredtext=To see more cards, click '''Load More''' at the bottom of the list.
|Status=No
}}
}}

ATC/Current/AgentGuide/GPE Customer journey

2020-09-22T10:32:42Z

DannaShirley: Published

{{Article
|Standalone=No
|DisplayName=Customer journey (Genesys Cloud)
|TocName=Customer journey (Genesys Cloud)
|Context=Learn about the customer journey data that Genesys Cloud agents see.
|ComingSoon=Yes
|Platform=GenesysCloud
|Prereq='''Prerequisites'''

*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
**'''Journey '''>''' Event '''>''' View''' (to see events on the customer journey map)
**'''Journey''' > '''Event Type''' > '''View''' (to see event information)
**'''Journey '''>''' Outcome''' > '''View '''(to see outcomes achieved and scores for a visit)
**'''Journey '''>''' OutcomeScores''' > '''View''' (to see real-time predictions)
**'''Journey '''>''' Segment''' > '''View '''(to see matched segments for a visit)
**'''Journey '''>''' Session''' > '''View '''(to see live tracking information about visitors who are currently on your website)
**'''Journey''' > '''Session Type''' > '''View''' (to see session information)
**'''Routing''' > '''Wrap-up Code''' > '''View''' (to see wrap-up codes in conversation session cards)
**'''Routing''' > '''Queue''' > '''Search''' (to see queue information in conversation session cards)
|Section={{Section
|sectionHeading=Improve your view of customer journey data
|anchor=Improve
|alignment=Horizontal
|Media=Image
|image=ImproveView.png
|structuredtext=You see the full contextual history for a customer, on the Predictive Engagement Customer Journey tab in Genesys Cloud. Do the following things to improve your viewing experience:

*Switch to a half-size or full-size view of the tab.
*When you begin a phone-based interaction with a customer, remember to verify their [https://help.mypurecloud.com/articles/view-verify-contacts-profile/ external contact profile]. After you do this, {{MINTYDOCSPRODUCT}} displays all of the contextual journey information we have for that customer.
|Status=No
}}{{Section
|sectionHeading=Outcome predictions and segments matched
|anchor=OutcomePredictions
|alignment=Horizontal
|Media=Image
|image=01_header.png
|structuredtext=An outcome represents a particular goal and the colored bars represent the customer's progress toward that goal. For example, if the goal is to purchase a product, then the customer's progress moves toward that goal when the customer puts an item in their shopping cart. These bars update in real time as the customer's progress changes. For more information about outcomes, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_segments}}.

A segment represents a group of customers that have something in common. For example, a segment might include all customers who use the same browser or are from the same geographic region. Segments appear in the order in which {{MINTYDOCSPRODUCT}} assigns them to the customer. For more information about segments, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_outcomes}}.
|Status=No
}}{{Section
|sectionHeading=Session cards
|anchor=Session Cards
|alignment=Horizontal
|Media=Image
|image=03_CollapsedCards.png
|structuredtext=Session cards organize journey data so you can see both current and historical activity. Each card represents what the user did during a particular period of time called a session.

The newest session card appears at the top. If the session card is blue, it means that the customer is active on your website. After 20 minutes of inactivity, the card color changes to gray. {{NoteFormat|
*You may see more sessions if an email or phone number is provided after the current session begins because we try to match [https://help.mypurecloud.com/articles/about-external-contacts/ external contact records] based on this data.
*We show data only about webpages we track. If a customer leaves your website and then comes back, we do not show you where the customer went.|}}

Key card information includes:

*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|display text=Journey map icons}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Additional_information_icons|display text=Session information icons}}
*Segments the customer matched
*Outcome progress during the session
|Status=No
}}{{Section
|sectionHeading=View journey details
|anchor=ViewJourneyDetails
|alignment=Horizontal
|Media=Image
|image=Card expanded.png
|structuredtext=To see more details about a particular card, click it. In this view, you see the journey map.

The map updates in real time as the customer navigates your website, responds to interaction requests, and matches segments. To see the details of a particular icon on the map, click it. For more information about the icons, see {{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|display text=Journey map icons}}.

{{NoteFormat|
* You can expand multiple cards simultaneously.
* The color of a {{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=JourneyIcons|display text=segment matched}} icon corresponds to the color of the actual segment.|2}}{{NoteFormat|If there are no segments, searches performed or outcomes, there is no expanded view.|}}
|Status=No
}}{{Section
|sectionHeading=View searches performed
|anchor=Searches Performed
|alignment=Horizontal
|Media=Image
|image=SearchesPerformed2.png
|structuredtext=You can see what a customer has searched for during the session.

In the journey map, click a search icon to see what the customer searched for when.
|Status=No
}}{{Section
|sectionHeading=View more cards
|anchor=ViewMore
|alignment=Horizontal
|Media=Image
|image=LoadMore.png
|structuredtext=To see more cards, click '''Load More''' at the bottom of the list.
|Status=No
}}
}}

ATC/Current/AdminGuide/GDPR

2020-09-22T10:32:31Z

DannaShirley: Published

{{ArticleUnstructured
|Standalone=No
|DisplayName=GDPR
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|Context=Learn how to use {{MINTYDOCSPRODUCT}} in a GDPR-compliant way.
}}
==GDPR compliance==
As part of the Genesys Cloud platform, Altocloud complies with GDPR regulations. For more information information about Genesys Cloud and GDPR, see [https://help.mypurecloud.com/articles/purecloud-and-gdpr-compliance/ Genesys Cloud and GDPR compliance].

Genesys Cloud provides a [https://developer.mypurecloud.com/api/rest/v2/generaldataprotectionregulation/index.html GDPR API]. The GDPR API as the preferred self-service solution for Genesys Cloud customers to respond to GDPR requests. The GDPR API enables responses to data subject requests to access, rectify, or delete their personal data in Genesys Cloud.

==Altocloud considerations==
For the purposes of GDPR compliance, Genesys is a data processor on behalf of customers who use the {{MINTYDOCSPRODUCT}} product. You, our customers, are the data controllers of the personal data you collect from your end customers, the data subjects. This article describes how to adhere to GDPR consent requirements, should you identify consent as the most appropriate lawful basis for processing personal data. Note that there is no ‘right’ or ‘wrong’ lawful basis for processing personal data; the GDPR requires that data controllers consider the most appropriate lawful basis. A helpful link for what to consider when determining the most appropriate lawful basis can be found {{#Widget:ExtLink|link=https://ico.org.uk/for-organisations/resources-and-support/lawful-basis-interactive-guidance-tool/|displaytext=here.}}

{{NoteFormat|Be sure you understand the steps you need to take '''before''' you collect, process, or store your end-customers' personal data.|1}}

{{MINTYDOCSPRODUCT}} collects data about visitors' activities on business websites. It uses machine learning and AI to analyze customer-generated events (page views, searches, form-fills, and chats) to determine the probability of a specific customer achieving a specific outcome. An outcome is an event the business wants to maximize or minimize. Example outcomes are making a purchase, signing up for a webinar, or filling out a complex form online. For more information about how {{MINTYDOCSPRODUCT}} uses cookies to track visitor activity on websites, see {{Link-SomewhereInThisVersion|manual=SDK|topic=Cookie_usage}}.

Businesses use end-customer data that {{MINTYDOCSPRODUCT}} collects for three primary purposes:

*Customer support - proactive or AI-driven engagement via chat and callback offers;
*Sales engagement - proactive or AI engagement via chat, callbacks, and content offers;
*Marketing - proactive or AI; for example, sign-up for an event or webinar via content offer.

If you are still unsure as to whether you should obtain the data subject's consent to process their personal data, you may wish to consult your legal advisor.

{{NoteFormat|Genesys does not pass end customer personal data processed through {{MINTYDOCSPRODUCT}} to any advertising or re-targeting companies. End-customer personal data processed through {{MINTYDOCSPRODUCT}} may be shared with business-integrated tools such as Salesforce and Marketo. This will happen '''only''' when one of our business customers configures that behavior for their organization. |1}}
==Conditions for consent==
If you have identified consent as the most appropriate lawful basis for processing end customer personal data, then the following conditions should be met when obtaining consent:

*You must be able to demonstrate that the data subject has consented to processing of his or her personal data. That means you should maintain a record or audit trail of consent being given.

*If the data subject's consent is given in the context of a written declaration which also concerns other matters, the request for consent shall be presented in a manner which is clearly distinguishable from the other matters, in an intelligible and easily accessible form, using clear and plain language.

*The data subject shall have the right to withdraw his or her consent at any time. The withdrawal of consent shall not affect the lawfulness of processing based on consent before its withdrawal. Prior to giving consent, the data subject shall be informed thereof. It shall be as easy to withdraw as to give consent.

*When assessing whether consent is freely given, utmost account shall be taken of whether, among other things, the performance of a contract, including the provision of a service, is conditional on consent to the processing of personal data that is not necessary for the performance of that contract.

If you have identified consent as the most appropriate lawful basis for processing end customer personal data, then you should consider what consent has been given before calling the following functions.

The <tt>ac('init',...)</tt> function starts {{MINTYDOCSPRODUCT}} tracking on your website.

The <tt>ac('record',...)</tt> function allows {{MINTYDOCSPRODUCT}} tracking of custom user actions on your website.

The <tt>ac('identify',...),</tt> function is used to identify end-users.

For more information about these functions and others where consent may need to be considered, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_tracking}}.

{{NoteFormat|If you require consent to be GDPR-compliant, obtain that consent before passing any personally identifiable data to {{MINTYDOCSPRODUCT}}.|1}}
==Stop tracking==
For more information on how to stop tracking if a visitor revokes consent, see {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_tracking_API|anchor=StopTracking|display text=Stop tracking if a customer revokes consent}}.
==View audits==
Predictive Engagement events are captured in the audit log. This includes the change history of segments, outcomes, and clickstream settings. For information on how to see these audits, see [https://help.mypurecloud.com/articles/about-the-audit-log-viewer/ About the audit log viewer].

[[File:Audits.png]]
[[Category:V:ATC:Draft]]

ATC/Current/AdminGuide/Action Map Performance

2020-09-22T10:32:01Z

DannaShirley: Published

{{Article
|Standalone=No
|DisplayName=Action Map Performance
|TocName=Action Map Performance
|Context=Learn how to see when and how users interact with a specific action map.
|ComingSoon=No
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|Prereq='''Prerequisites'''

*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
**'''Journey '''> ''' Report''' > '''View'''
**'''Journey '''>''' Action Map '''> '''View''' (to see action maps in the report)
|Section={{Section
|sectionHeading=About the Action Map Performance reports
|alignment=Horizontal
|Media=Image
|image=ActionMapPerfPEPC.png
|structuredtext=The Action Map Performance reports allow you to see metrics about the effectiveness of your action maps. For example, you see details such as when the action map was triggered and how customers responded to its engagement offer. For more information about the specific metrics available, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance#AMPRmetrics|display text=Action Map Performance report metrics}}.

For more information about the availability of the data in this report, see {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Analytics_data|display text=About analytics data}}.
|Status=No
}}{{Section
|sectionHeading=View Action Map Performance reports
|alignment=Horizontal
|Media=Image
|image=ActionMapCardsPEPC.png
|structuredtext=#Click '''Admin'''.
#Under '''Altocloud''', click '''Action Map Performance'''.
#A card appears for each action map. Card details indicate:
#*What triggers the action map: a segment or an event
#*Whether the action map is active or not
#To see the performance report for an action map, click its card.
|Status=No
}}{{Section
|sectionHeading=Configure the Action Map Performance report
|anchor=ConfigureReport
|alignment=Horizontal
|Media=Image
|image=ActionMapPerfConfigPEPC.png
|structuredtext=#To select the time period for the report, click the '''Start''' and '''End''' boxes.
#To indicate whether you want to see hourly or daily results, select the '''Granularity''' option. For more information, see {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Analytics_data#Granularity|display text=Granularity.}}
#To turn on or off a metric, click its name.
|Status=No
}}{{Section
|sectionHeading=Export the Action Map Performance report
|alignment=Horizontal
|Media=Image
|image=AMPExport.png
|structuredtext=You can export a CSV (comma-separate value) file that contains the details of the Action Map Performance report.

#{{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Action_Map_Performance#ConfigureReport|display text=Configure the report}} so that it displays the data you want.
#Click the report's menu.
#Click '''Download CSV'''. 
#The system downloads the report to your local Downloads folder.

===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.)
|Status=No
}}{{Section
|sectionHeading=Action Map Performance report metrics
|anchor=AMPRmetrics
|alignment=Vertical
|structuredtext=The Action Map Performance report displays metrics for the time period you select.
{{{!}} class="wikitable"
{{!}}-
{{!}}'''Metric'''
{{!}}'''Web chats'''
{{!}}'''Webhooks'''
{{!}}'''Content offers'''
{{!}}'''Architect flow actions'''
{{!}}-
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Qualified'''
{{!}}x
{{!}}x
{{!}}x
{{!}}x
{{!}}-
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Offered'''
{{!}}x
{{!}}x
{{!}}x
{{!}}x
{{!}}-
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Accepted'''
{{!}}x
{{!}}x
{{!}}x
{{!}}
{{!}}-
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Started'''
{{!}}x
{{!}}
{{!}}
{{!}}
{{!}}-
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Engaged'''
{{!}}x
{{!}}x
{{!}}
{{!}}
{{!}}-
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Rejected'''
{{!}}x
{{!}}x
{{!}}x
{{!}}x
{{!}}-
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Errored'''
{{!}}x
{{!}}x
{{!}}x
{{!}}x
{{!}}-
{{!}}'''Web Actions Timed Out'''
{{!}}
{{!}}x
{{!}}
{{!}}
{{!}}-
{{!}}'''Web Actions Abandoned'''
{{!}}x
{{!}}
{{!}}
{{!}}
{{!}}-
{{!}}'''Web Actions Outside Schedule'''
{{!}}x
{{!}}
{{!}}
{{!}}
{{!}}} For information about the metric definitions, click the type of action:

*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|anchor=WCMonitor|display text=Web chats}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Monitor_webhooks|display text=Webhooks}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Content_offers|anchor=COMonitor|display text=Content offers}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=MonitorArchFlows|display text=Architect flows}}
|Status=No
}}{{Section
|sectionHeading=See details
|alignment=Horizontal
|Media=Image
|image=ActionMapPerfDetailsPEPC.png
|structuredtext=#To see details, hover over a point on the report.
|Status=No
}}
}}

ATC/Current/AdminGuide/Chat offers

2020-09-22T10:31:48Z

DannaShirley: Published

{{Article
|Standalone=No
|DisplayName=Web chats
|TocName=Web chats
|Context=Web chats present current promotions or important announcements to customers via simple chat windows.
|ComingSoon=No
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|Prereq='''Prerequisites'''

*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
**'''Journey '''>''' Action Map '''>''' Add ''', '''Delete''', '''Edit''', and '''View''' (to create action maps)
**'''Journey '''>''' Action Target '''> '''View''' (to select a team to handle interactions from the action map)
|Section={{Section
|sectionHeading=Overview
|anchor=AboutWebChats
|alignment=Horizontal
|Media=Video
|image=384131154
|structuredtext=A web chat is a {{GlossaryTooltip|term=web action}} that engages your customers through a standard chat window that proactively appears while they are on your website.

To create a web chat, start by {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps|display text=creating an action map}} that uses a web chat as its method of {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#CustomerEngagement|display text=customer engagement.}} To design a web chat, you define the:

*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_actions_and_action_maps|anchor=ConfigOrg|display text=Timing}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers#ChatOffers|display text=Chat offer}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers#ChatWindow|display text=Chat window}}
|Status=No
}}{{Section
|sectionHeading=Chat offer
|anchor=ChatOffer
|alignment=Horizontal
|Media=Image
|image=WebChatDesignGPE2920.png
|structuredtext=#Specify the '''Offer title text'''. This text appears in the title bar of the chat.
#Specify the '''Offer text'''. This text invites the customer to chat.
#Specify the '''Accept button caption'''. This text appears on the button that accepts the chat offer.
#Specify the '''Decline button caption''' This text appears on the button that declines the chat offer.
#Click '''Next: Chat window'''.
|Status=No
}}{{Section
|sectionHeading=Chat window
|anchor=ChatWindow
|alignment=Horizontal
|Media=Image
|image=ChatWindow.png
|structuredtext=Your chat window includes fields that capture essential information about your customers. For example:

*Company name
*Email
*Family name
*Gender
*Given name
*Phone number

We have pre-configured several fields for you. However, you can configure the fields in the chat window however you like.

#From the list, select the type of information.
#In the box, type the label that customers see.
#To make a field required, select the '''Required''' box.
#To delete a field, click '''Delete'''.{{NoteFormat|'''Genesys Engage''': Your chat window fields must include both the '''Given Name''' and '''Family Name''' fields. These correspond to the '''First Name''' and '''Last Name''' fields in Genesys Engage. Web chats without this information will fail to start.|}}

#To add another field, click '''Add More'''.
#When you are finished, click '''Done'''.
|Status=No
}}{{Section
|sectionHeading=Monitor a web chat's performance
|anchor=WCMonitor
|alignment=Vertical
|structuredtext=Use the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance|display text=Action Map Performance report}} to monitor your web chats. The following table defines the available metrics for this report:
{{{!}} class="wikitable"
{{!}}'''Metric'''
{{!}}'''Description'''
{{!}}-
{{!}}'''Web Actions Qualified'''
{{!}}Number of customers who matched a segment, activity, or outcome score that triggered the action map.
{{!}}-
{{!}} data-mce-style="width: 245.047px;" style="width: 245.047px;"{{!}}'''Web Actions Offered'''
{{!}} data-mce-style="width: 934.953px;" style="width: 934.953px;"{{!}}Number of customers to whom {{MINTYDOCSPRODUCT}} offered a web chat.
'''Note:''' When a visitor qualifies for an action map, it does not necessarily mean that {{MINTYDOCSPRODUCT}} offers them a web chat immediately. For example, {{MINTYDOCSPRODUCT}} does not offer a web chat if the visitor matches a segment for the action map, but is not on the webpage that triggers the action. {{MINTYDOCSPRODUCT}} also does not offer a web chat if there are no agents available. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance#WebActionsMetricsEx|display text=Progression of web actions metrics.}}
{{!}}-
{{!}} data-mce-style="width: 245.047px;" style="width: 245.047px;"{{!}}'''Web Actions Accepted'''
{{!}} data-mce-style="width: 934.953px;" style="width: 934.953px;"{{!}}Number of customers who accepted a web chat. These visitors are a subset of those to whom {{MINTYDOCSPRODUCT}} offered a web chat. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance#WebActionsMetricsEx|display text=Progression of web actions metrics.}}
{{!}}-
{{!}} data-mce-style="width: 245.047px;" style="width: 245.047px;"{{!}}'''Web Actions Started'''
{{!}} data-mce-style="width: 934.953px;" style="width: 934.953px;"{{!}}Number of customers who completed the form to start a chat and waited for an agent to connect.
{{!}}-
{{!}} data-mce-style="width: 245.047px;" style="width: 245.047px;"{{!}}'''Web Actions Engaged'''
{{!}} data-mce-style="width: 934.953px;" style="width: 934.953px;"{{!}}Number of customers who successfully connected with an agent via chat.
{{!}}-
{{!}} data-mce-style="width: 245.047px;" style="width: 245.047px;"{{!}}'''Web Actions Rejected'''
{{!}} data-mce-style="width: 934.953px;" style="width: 934.953px;"{{!}}Number of customers who dismissed or rejected an offer to chat. These visitors are a subset of those to whom {{MINTYDOCSPRODUCT}} offered a web chat.
{{!}}-
{{!}} data-mce-style="width: 245.047px;" style="width: 245.047px;"{{!}}'''Web Actions Errored'''
{{!}} data-mce-style="width: 934.953px;" style="width: 934.953px;"{{!}}Number of customers who experienced an error while being offered a web chat. This can happen before or after a web chat is offered.
{{!}}-
{{!}}'''Web Actions Timed Out'''
{{!}}Not applicable
{{!}}-
{{!}}'''Web Actions Abandoned'''
{{!}}Number of customers who stopped a chat before reaching a resolution with an agent.
'''Note:''' This metric specifically counts each web chat that a customer explicitly closes by clicking the "x" after the web chat has been started. This metric does not count "implicit abandons," which happen when the customer closes the web page on which the web chat was offerred.
{{!}}-
{{!}}'''Web Actions After Hours'''
{{!}}Number of customers who qualified for a chat outside of the hours agents are {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Schedules|display text=scheduled}} to accept chats.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Web chat lifecycle
|anchor=ExWebChatMetrics
|alignment=Vertical
|structuredtext=For complete information about the lifecycle of a web chat and the metrics that we capture at each stage, see {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle}}.
|Status=No
}}
}}

ATC/Current/AdminGuide/About action maps

2020-09-22T10:30:43Z

DannaShirley: Published

{{TaskSummary
|DisplayName=About action maps
|TocName=About action maps
|Platform=PureConnect, GenesysCloud
|ComingSoon=No
|Context=Learn how to build action maps that use different types of actions to enhance and extend a customer's journey.
|TSSection={{TSSection
|sectionheading=Overview and best practices
|description=Improve your action maps by reviewing the overall process for building them and our suggested best practices.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Overview_action_maps}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps_best_practices|display text=Best practices}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|anchor=AboutWebChats|display text=Video: Create an action map that offers a proactive chat}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_actions_and_action_maps}}
*{{#mintydocs_link:topic=Solution/ChatSolutions|standalone}}
}}{{TSSection
|sectionheading=Build an action map
|description=Learn how to build and manage your action maps. Action maps work on desktop applications and mobile devices.

 
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps}}
}}{{TSSection
|sectionheading=Trigger an action map
|description=Understand how action maps are triggered. Configure an action map to trigger based on segment match or user activity.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger#AboutTriggers|display text=About triggers}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger#SegmentMatch|display text=Trigger based on segment match}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger#VisitorActivity|display text=Trigger based on user activity}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcome_probabilities|anchor=TriggerbyOutcome|display text=Trigger based on outcome probability}}
}}{{TSSection
|sectionheading=Select your action
|description=Configure the action that the action map will use to engage your users.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_actions}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Select_action}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|display text = Web chats}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_content_offers|display text=Content offers}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_webhooks|display text=Webhooks}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=AboutArchFlows|display text=Architect flow actions}}
}}{{TSSection
|sectionheading=Define outcome probabilities
|description=Altocloud uses AI to predict the actions your users will take. Help refine its modeling by identifying outcome probabilities.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcome_probabilities}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps#TriggerOutcome|display text=Configure outcome probability}}
}}{{TSSection
|sectionheading=Apply to webpages
|description=An action map can trigger on any page where you use {{MINTYDOCSPRODUCT}} to track user activity. When you build an action map that uses a {{GlossaryTooltip|term=web action}}, you need to identify the webpages where the offer should appear. You can also specify pages where the offer should not appear.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply|anchor=ORConditions|display text=OR conditions}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply|anchor=ANDConditions|display text=AND conditions}}
}}{{TSSection
|sectionheading=Route the action map
|description=Configure how {{MINTYDOCSPRODUCT}} routes users who respond to a {{GlossaryTooltip|term=web action}} and who are ready to work directly with a person.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Route}}
}}{{TSSection
|sectionheading=Schedule group
|description=In addition, for an action map that offers a web chat, you can select a schedule group to designate when agents are available. {{MINTYDOCSPRODUCT}} offers chats only when agents are available to connect with customers who accept the chat offers.
|relatedarticles=* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Schedules|anchor=ScheduleGroup|display text=Overview}}
* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Schedules|anchor=ScheduleGroup|display text=Schedule group}}
* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Schedules|anchor=EmergencyGroup|display text=Emergency group}}
}}{{TSSection
|sectionheading=Prioritize the action maps
|description=Multiple action maps can potentially trigger on a webpage. To ensure that {{MINTYDOCSPRODUCT}} picks the most appropriate one, configure the priority for each action map.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Prioritize}}
}}{{TSSection
|sectionheading=Activate or deactivate
|description=To temporarily prevent an action map from triggering, deactivate it.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Activate_inactivate}}
}}{{TSSection
|sectionheading=Maintain action maps
|description={{MINTYDOCSPRODUCT}} provides several features for maintaining action maps.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Maintain|anchor=View|display text=Search}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Maintain|anchor=Duplicate|display text=Duplicate}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Maintain|anchor=Edit|display text=Edit}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Maintain|anchor=Delete|display text=Delete}}
}}{{TSSection
|sectionheading=Monitor action maps
|description=Use analytics to assess the effectiveness of your action maps.
|relatedarticles=*{{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Action_Map_Performance|display text=Action Map Performance report}}
}}
}}

ATC/Current/AdminGuide/Schedules

2020-09-22T10:30:27Z

DannaShirley: Published

{{Article
|Standalone=No
|DisplayName=Schedule groups
|TocName=Schedule groups
|Context=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. This ensures that agents have time to end chat interactions during their shifts.
|ComingSoon=No
|Platform=GenesysEngage-onpremises, PureConnect, GenesysCloud
|Prereq='''Prerequisites'''

*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
**'''Telephony''' > '''Plugin''' > '''All''' (to create the schedule groups and emergency schedules)
*[https://help.mypurecloud.com/articles/schedules/ Create the schedule groups and emergency groups]
|Section={{Section
|sectionHeading=Overview
|anchor=Overview
|alignment=Vertical
|structuredtext=For action maps that offer a {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|display text=web chat}}, you can select schedule groups and emergency schedule groups, which restrict when the action map presents the offers to chat. This ensures that your agents are not presented with new chats shortly before they expect to end their shift.

For more information about creating schedule groups and schedules, see [https://help.mypurecloud.com/articles/schedules/ Schedules].{{NoteFormat|You can select a schedule group only if your action map offers a web chat. |}}
|Status=No
}}{{Section
|sectionHeading=Schedule group
|anchor=ScheduleGroup
|alignment=Horizontal
|Media=Image
|image=ScheduleGroups.png
|structuredtext=A schedule group is a set of related open and closed schedules. Each schedule group must include at least one open schedule, which indicates when agents are available to receive calls and chats. For the purposes of Predictive Engagement chats, a schedule group must also include at least one closed schedule, which indicates when agents are not available.{{NoteFormat|We recommend a dedicated schedule group for Predictive Engagement chats.|}}{{NoteFormat|Make sure the end time of the schedule group is before the end time of the shift.

For example if the average duration of a chat is 10 minutes, and your contact center closes at 6:00 P.M., define the end time of the schedule group to be 5:50 P.M. This ensures that no chats are offered after 5:50 P.M., all chats are wrapped up on time, and no chats are unanswered.|2}}
|Status=No
}}{{Section
|sectionHeading=Emergency group
|anchor=EmergencyGroup
|alignment=Vertical
|structuredtext=An emergency group is a set of schedules that you can activate in an emergency situation. When you activate the emergency group, all of the action maps associated with the schedules in the group stop triggering. For more information on activating emergency groups, see [https://help.mypurecloud.com/articles/activate-or-deactivate-an-emergency-group/ Activate or deactivate an emergency group].
|Status=No
}}{{Section
|sectionHeading=Report on web chats after hours
|anchor=Report
|alignment=Vertical
|structuredtext=You can see how many customers were qualified for a chat outside of the hours when agents were scheduled to accept them. For more information, see the '''Web Actions Outside Schedule''' metric on the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance|display text=Action Map Performance report}}.
|Status=No
}}
}}

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2020-09-21T17:12:39Z

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ATC/Current/AdminGuide/Operators

2020-09-16T16:53:53Z

DannaShirley: Published

{{Article
|Standalone=No
|DisplayName=Operators
|TocName=Operators
|Context={{LimitedAvailability}}Learn about the types of operators you can use to {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Build_attributes|display text=build attributes}}.

 
|ComingSoon=No
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|Section={{Section
|sectionHeading=Types of operators
|anchor=TypesOperators
|alignment=Vertical
|structuredtext=When you build expressions for segments, outcomes, and action maps, use the operators in the following table.
{{NoteFormat|
* Expressions are not case-sensitive.
* Separate a list of values with commas
* The available operators depend on what type of object you are configuring. |2}}
{{{!}} class="wikitable"
{{!}}-
{{!}}{{!}}'''Operator'''
{{!}}{{!}}'''Matches'''
{{!}}-
{{!}}contains all
{{!}}a single alphanumeric value or a list of alphanumeric values that contain all of the values in the expression 
{{!}}-
{{!}}contains any
{{!}}a single alphanumeric value or a list of alphanumeric values that contain any of the values in the expression 
{{!}}-
{{!}}does not contain all
{{!}}a single alphanumeric value or a list of alphanumeric values that do not contain all of the values in the expression 
{{!}}-
{{!}}does not contain any
{{!}}a single alphanumeric value or a list of alphanumeric values that do not contain any of the values in the expression
{{!}}-
{{!}}{{!}}equals
{{!}}{{!}}alphanumeric values that exactly match the values in the expression
{{!}}-
{{!}}{{!}}not equals
{{!}}{{!}}alphanumeric values that do not exactly match the values in the expression
{{!}}-
{{!}}greater than
{{!}}numeric values that are greater than the attributes in the expression
{{!}}-
{{!}}greater than or equal
{{!}}numeric values that are greater than or equal to the attributes in the expression
{{!}}-
{{!}}less than
{{!}}numeric values that are less than the attributes in the expression
{{!}}-
{{!}}less than or equal
{{!}}numeric values that are less than or equal to the attributes in the expression
{{!}}-
{{!}}{{!}}starts with
{{!}}{{!}}identical characters starting from the beginning of the string up to and including the last character in the string
{{!}}-
{{!}}{{!}}ends with
{{!}}{{!}}identical characters starting from the end of the string up to and including the first character in the string
{{!}}}
|Status=No
}}
}}

ATC/Current/AdminGuide/Segment examples

2020-09-16T15:43:54Z

DannaShirley: Published

{{Article
|Standalone=No
|DisplayName=Examples of segments
|TocName=Examples
|Context=Review examples of segments to get ideas for your own segments.
|ComingSoon=No
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|Section={{Section
|sectionHeading=Segment based on how a user searches
|anchor=SegmentSearch
|alignment=Horizontal
|Media=Video
|image=333451815
|structuredtext=You can add visitors to segments based on their search queries.

#Under '''Visitor journey''', in the list, select Search query.
#In the operator list, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Operators|display text=select your operator}}.
#In the box, type the words or phrases that match the visitor to the segment. Separate items with commas.

[[File:SearchQueryEx.png]]
{{NoteFormat|Due to frequent updates, the user interface in the accompanying video may appear different in your environment.}}
|Status=No
}}{{Section
|sectionHeading=Trigger based on user activity: abandoned form
|alignment=Vertical
|structuredtext=In the following example, an action map triggers if a visitor using Chrome version 56 goes to the '''Request Quote''' page, but then navigates to the '''About''' page before completing the request.

First define the visitor attributes:
[[File:JourneyEx2Cropped0301.png|middle|large]]

Then define the journey details:
[[File:JourneyEx1Cropped0301.png|middle|large]]
|Status=No
}}
}}

ATC/Current/AdminGuide/Segment examples

2020-09-16T15:43:12Z

DannaShirley: Published

{{Article
|Standalone=No
|DisplayName=Examples of segments
|TocName=Examples
|Context=Review examples of segments to get ideas for your own segments.
|ComingSoon=No
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|Section={{Section
|sectionHeading=Segment based on how a user searches
|anchor=SegmentSearch
|alignment=Horizontal
|Media=Video
|image=333451815
|structuredtext=You can add visitors to segments based on their search queries.

#Under '''Visitor journey''', in the list, select Search query.
#In the operator list, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Operators|display text=select yoru operator}}.
#In the box, type the words or phrases that match the visitor to the segment. Separate items with commas.

[[File:SearchQueryEx.png]]
{{NoteFormat|Due to frequent updates, the user interface in the accompanying video may appear different in your environment.}}
|Status=No
}}{{Section
|sectionHeading=Trigger based on user activity: abandoned form
|alignment=Vertical
|structuredtext=In the following example, an action map triggers if a visitor using Chrome version 56 goes to the '''Request Quote''' page, but then navigates to the '''About''' page before completing the request.

First define the visitor attributes:
[[File:JourneyEx2Cropped0301.png|middle|large]]

Then define the journey details:
[[File:JourneyEx1Cropped0301.png|middle|large]]
|Status=No
}}
}}