Difference between revisions of "ATC/Current/AdminGuide/Segments"

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{{Article
 
{{Article
 
|Standalone=No
 
|Standalone=No
−
|DisplayName=Build segments
+
|DisplayName=View segments
−
|TocName=Build segments
+
|TocName=View segments
−
|Context=Learn how to build segments that identify and classify customers based on their shared behavior and characteristics.
+
|Context=Learn how to search for, create, edit, duplicate, and delete segments.<br />
 +
|Dimension=Segments
 
|ComingSoon=No
 
|ComingSoon=No
−
|Platform=PureEngage, PureConnect, PureCloud
+
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 
|Prereq='''Prerequisites'''
 
|Prereq='''Prerequisites'''
  
−
*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in PureCloud:]
+
*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:]
−
**'''Journey '''>''' Segment '''>'''Add ''', '''Delete''', '''Edit''', '''View''' permissions
+
**'''Journey '''>''' Segment '''>'''Add ''', '''Delete''', '''Edit''', '''View'''
 
|Section={{Section
 
|Section={{Section
−
|sectionHeading=Search for and view segments
+
|sectionHeading=View segments list
 
|anchor=ViewSegments
 
|anchor=ViewSegments
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=SegmentsPEPC.png
+
|image=SegmentsView.png
−
|structuredtext=#Click '''Admin'''.
+
|AltText=View list of segments
−
#Under '''Altocloud''', click '''Segments'''.
+
|structuredtext='''Name:''' Segment name.
−
#To search for a segment, start typing its name in the '''Search''' box. Search is case-insensitive.
+
 
−
#To sort the list, click the '''Ascending'''/'''Descending''' buttons in '''Name''' or '''Updated''' column headings.
+
'''Updated:''' Date the segment was last modified in Predictive Engagement.
−
|structuredtextwide=
+
 
−
|FAQHeading=
+
'''Description:''' Segment description.  
 +
 
 +
'''Type:''' Segment type (such as session or customer).
 +
 
 +
'''Active:''' Indicates whether the segment is ready to match visitors on your website.
 +
 
 +
'''Color:''' Background color to use when displaying the segment name (for example, in Live Now and the Action Map Report).
 +
 
 +
'''Options:''' Menu of options available for the segment, such as edit, delete, and duplicate.
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Create a segment
+
|sectionHeading=AI-318 Third party segments
−
|anchor=CreateSegment
 
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=SegmentCreatePEPC.png
+
|image=ViewSegments.png
−
|structuredtext={{NoteFormat|To simplify the process of creating a segment {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#DuplicateSegment|display text=duplicate an existing segment.}}|2}}
+
|AltText=View list of segments
 +
|structuredtext=Add the following description after '''Type''' in the "View segments list" section.
  
−
#Click '''Admin'''.
+
'''Source:''' Icon that represents the system in which the segment was created. For example, Genesys Cloud CX or a third-party system such as Adobe Experience Platform, Segment.io, Tealium AudienceStream, Emarsys, or Pega. If there are no segments from a third-party system, this column is hidden.
−
#Under '''Altocloud''', click  '''Segments'''.
+
|Status=Yes
−
#Click '''Create Segment'''.
+
}}{{Section
−
#Use a descriptive name.
+
|sectionHeading=Search for segments
−
#Define at least one segment {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_attributes|display text=attribute}}:
+
|anchor=Search
−
#*Example: '''Browser equals 6.5'''.
+
|alignment=Horizontal
−
#*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Operators|display text=Available operators}}
+
|Media=Image
−
#Specify the color.
+
|image=SegmentsPEPC.png
−
#By default, the segment is {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#DisplayAgents|display text=displayed to agents.}}
+
|structuredtext=Type one or more characters (not case-sensitive) for which to search. As you type, only the segments that match your criteria appear in the list.
−
#By default, the segment is {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ActivateSegment|display text=activated.}}
 
−
#Click '''Save and close'''.
 
−
{{NoteFormat|You must specify at least one segment condition.
 
  
−
If you specify multiple segment conditions, then the segment will match a user only if all of the conditions match.|1}}
+
A column heading with an arrow indicates that you can click the arrow to sort the list by that entity. An upward-pointing arrow indicates that the list is in ascending order and a downward-pointing arrow indicates that the list is in descending order.
−
|structuredtextwide=
 
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Duplicate a segment
+
|sectionHeading=Create a segment
−
|anchor=DuplicateSegment
+
|anchor=CreateSegment
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=SegmentsDuplicate.png
+
|image=CreateSegmentOption.png
−
|structuredtext=To simplify the process of creating a new segment, duplicate an existing segment.
+
|structuredtext=To create a segment, click '''Create segment''' and then follow the instructions in {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Manage_segments}}.
−
 
 
−
#Click '''Admin'''.
 
−
#Under '''Altocloud''', click '''Segments'''.
 
−
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ViewSegments|display text=Search for the segment you want.}}
 
−
#Under options, click '''Duplicate'''.
 
−
#Update the segment name.
 
−
#Update {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_conditions|display text=conditions}} as necessary.
 
−
#Make any other changes. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#CreateSegment|display text=Create a segment.}}
 
−
#Click '''Save and close'''.
 
−
|structuredtextwide=
 
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
Line 73: Line 66:
 
|Media=Image
 
|Media=Image
 
|image=SegmentsEdit.png
 
|image=SegmentsEdit.png
−
|structuredtext=#Click '''Admin'''.
+
|structuredtext=To modify a segment, search for it and then click the '''Edit''' menu option. Follow the instructions in {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Manage_segments}}.
−
#Under '''Altocloud''', click '''Segments'''.
 
−
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ViewSegments|display text=Search for the segment you want.}}
 
−
#Under options, click '''Edit'''.
 
−
#Make any necessary changes. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#CreateSegment|display text=Create a segment.}}
 
−
#Click '''Save and close'''.
 
−
|structuredtextwide=
 
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Display to agent
+
|sectionHeading=Duplicate a segment
−
|anchor=DisplayAgents
+
|anchor=DuplicateSegment
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=DisplayAgentFull.png
+
|image=SegmentsDuplicate.png
−
|structuredtext=When a segment is displayed to agents, agents automatically see when {{MINTYDOCSPRODUCT}} matches customers with it.
+
|structuredtext=To simplify the process of creating a segment, you can duplicate an existing segment. Search for the segment to duplicate and then click the '''Duplicate''' menu option. The duplicate segment displays in edit mode. Specify a new name for the duplicate segment and then modify the remaining information as appropriate.
−
 
 
−
However, not all segments are relevant to all agents. For example, a segment might match based on a customer's search for a specific product that an agent does not support. Segments can also match based on sensitive personal data or data that an agent should not see due to privacy requirements.
 
−
 
 
−
To prevent agents from seeing a segment in a customer's profile, use the '''Display to Agent''' button.
 
−
 
 
−
{{NoteFormat|Segments that are not displayed to agents appear in {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Live_Now|display text=Live Now}} and {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Analytics_data|display text=reports}}. They can also {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Engagement|display text=trigger action maps}}. These segments also remain in a customer's record.}}
 
−
|structuredtextwide=
 
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Activate or deactivate a segment
+
|sectionHeading=Delete a segment
−
|anchor=ActivateSegment
+
|anchor=DeleteSegment
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=SegmentDeactivatePEPC.png
+
|image=SegmentsDelete.png
−
|structuredtext=When a segment is active, it is ready to match users on your site. To determine when a segment matches users, use the '''Active''' button.
+
|structuredtext=To delete a segment permanently, search for the segment, click the '''Delete''' menu option, and then confirm. {{NoteFormat|Deletion is permanent. To suspend the segment temporarily from matching, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ActivateSegment|display text=deactivate it}} instead.|}}<br />
−
 
 
−
 
 
−
{{NoteFormat|To permanently remove the segment, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#DeleteSegment|display text=delete it.}}|2}}
 
−
|structuredtextwide=
 
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Delete a segment
+
|sectionHeading=View segment report
−
|anchor=DeleteSegment
+
|anchor=SegmentReport
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=SegmentsDelete.png
+
|image=SegmentReport.png
−
|structuredtext={{NoteFormat|Deletion is permanent. To temporarily suspend the segment from matching, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ActivateSegment|display text=deactivate it}} instead.|2}}
+
|structuredtext=To learn how well you are engaging specific segments of visitors, click the '''Segment Reporting can be found here''' menu option.
 +
 
 +
'''Name:''' Segment name.
 +
 
 +
'''Description:''' Segment description.
 +
 
 +
'''Type:''' Segment type (such as session or customer).
 +
 
 +
'''Segment Matches:''' Number of visitors matched to the segment.
 +
 
 +
'''Action Maps:''' Number of action maps configured to use the segment.
 +
 
 +
'''Outcomes Achieved:''' Number of outcomes achieved for the segment.
 +
 
 +
'''Active:''' Indicates whether the segment is ready to match visitors on your website.
 +
 
 +
'''Updated:''' Date the outcome was last modified.
 +
 
 +
'''Color:''' Background color to use when displaying the segment name (for example, in Live Now and the Action Map Report).
 +
 
 +
'''Options:''' Menu of options available for the segment, such as edit, delete, and duplicate.
 +
 
  
−
#Click '''Admin'''.
+
For more information about Journey Segments, see the [https://help.mypurecloud.com/articles/?p=238683 Journey Segments view] in the Genesys Cloud CX Resource Center.<br />
−
#Under '''Altocloud''', click  '''Segments'''.
 
−
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ViewSegments|display text=Search for the segment you want.}}
 
−
#Under options, click '''Delete'''.
 
−
#Click '''Yes'''.
 
−
|structuredtextwide=
 
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Latest revision as of 09:46, January 19, 2022

This topic is part of the manual Genesys Predictive Engagement Administrator's Guide for version Current of Genesys Predictive Engagement.

Learn how to search for, create, edit, duplicate, and delete segments.

Prerequisites

View segments list

View list of segments

Name: Segment name.

Updated: Date the segment was last modified in Predictive Engagement.

Description: Segment description.

Type: Segment type (such as session or customer).

Active: Indicates whether the segment is ready to match visitors on your website.

Color: Background color to use when displaying the segment name (for example, in Live Now and the Action Map Report).

Options: Menu of options available for the segment, such as edit, delete, and duplicate.

AI-318 Third party segments

View list of segments

Add the following description after Type in the "View segments list" section.

Source: Icon that represents the system in which the segment was created. For example, Genesys Cloud CX or a third-party system such as Adobe Experience Platform, Segment.io, Tealium AudienceStream, Emarsys, or Pega. If there are no segments from a third-party system, this column is hidden.

Search for segments

Type one or more characters (not case-sensitive) for which to search. As you type, only the segments that match your criteria appear in the list.

A column heading with an arrow indicates that you can click the arrow to sort the list by that entity. An upward-pointing arrow indicates that the list is in ascending order and a downward-pointing arrow indicates that the list is in descending order.

Create a segment

To create a segment, click Create segment and then follow the instructions in Manage segments.

Edit a segment

To modify a segment, search for it and then click the Edit menu option. Follow the instructions in Manage segments.

Duplicate a segment

To simplify the process of creating a segment, you can duplicate an existing segment. Search for the segment to duplicate and then click the Duplicate menu option. The duplicate segment displays in edit mode. Specify a new name for the duplicate segment and then modify the remaining information as appropriate.

Delete a segment

To delete a segment permanently, search for the segment, click the Delete menu option, and then confirm.
Important
Deletion is permanent. To suspend the segment temporarily from matching, deactivate it instead.

View segment report

To learn how well you are engaging specific segments of visitors, click the Segment Reporting can be found here menu option.

Name: Segment name.

Description: Segment description.

Type: Segment type (such as session or customer).

Segment Matches: Number of visitors matched to the segment.

Action Maps: Number of action maps configured to use the segment.

Outcomes Achieved: Number of outcomes achieved for the segment.

Active: Indicates whether the segment is ready to match visitors on your website.

Updated: Date the outcome was last modified.

Color: Background color to use when displaying the segment name (for example, in Live Now and the Action Map Report).

Options: Menu of options available for the segment, such as edit, delete, and duplicate.


For more information about Journey Segments, see the Journey Segments view in the Genesys Cloud CX Resource Center.
Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/Segments (2024-07-27 23:17:12)"
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