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

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m (Text replacement - "https://help.mypurecloud.com/articles/altocloud-permissions-overview" to "https://help.mypurecloud.com/articles/?p=195191")
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{{Article
 
{{Article
 
|Standalone=No
 
|Standalone=No
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|DisplayName=Create segments
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|DisplayName=View segments
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|TocName=Create segments
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|TocName=View segments
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|Context=Learn how to create segments that identify and classify customers based on their shared behavior and characteristics.{{BarbFeatureTemp|Feature=Customer segments}}<br />
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|Context=Learn how to search for, create, edit, duplicate, and delete segments.<br />
 +
|Dimension=Segments
 
|ComingSoon=No
 
|ComingSoon=No
 
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 
|Prereq='''Prerequisites'''
 
|Prereq='''Prerequisites'''
  
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*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud:]
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*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:]
 
**'''Journey '''>''' Segment '''>'''Add ''', '''Delete''', '''Edit''', '''View'''
 
**'''Journey '''>''' Segment '''>'''Add ''', '''Delete''', '''Edit''', '''View'''
 
|Section={{Section
 
|Section={{Section
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|sectionHeading=Search for segments
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|sectionHeading=View segments list
 
|anchor=ViewSegments
 
|anchor=ViewSegments
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=SegmentsPEPC.png
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|image=SegmentsView.png
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|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.
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|AltText=View list of segments
 +
|structuredtext='''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).
  
−
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.
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'''Options:''' Menu of options available for the segment, such as edit, delete, and duplicate.
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|sectionHeading=Select segment type
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|sectionHeading=AI-318 Third party segments
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
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|image=SelectSegmentType.png
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|image=ViewSegments.png
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|structuredtext=Specify whether to create a session or customer segment. A session segment expires when the single session ends. A customer segment persists across sessions.
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|AltText=View list of segments
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|Status=No
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|structuredtext=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.
 +
|Status=Yes
 
}}{{Section
 
}}{{Section
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|sectionHeading=Create a segment
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|sectionHeading=Search for segments
−
|anchor=CreateSegment
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|anchor=Search
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=SegmentCreate.png
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|image=SegmentsPEPC.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}}When creating a segment:
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|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.
  
−
*Provide a descriptive name
+
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.
−
*Define conditions for ''at least one'' of the following attributes:
 
−
**{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=AttributesVisitor|display text=Visitor attribute}}
 
−
**{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=AttributesJourney|display text=Visitor journey attribute}} ({{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions|anchor=WebSessionEvents|display text=web event}}, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=ConvoEvents|display text=conversation event}}, or {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|anchor=CreateCustomEvents|display text=custom event}})
 
−
*Select a display color for the segment.
 
−
 
 
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The segment is {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ActivateSegment|display text=active}} by default.  For session segments only, the segment {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#DisplayAgents|display text=displays to agents}} by default. You cannot display ''customer'' segments to agents.{{NoteFormat|&nbsp;
 
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*You must specify at least one condition.
 
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*If you specify multiple conditions, the segment matches a user only when all the conditions match.
 
−
|1}}
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|sectionHeading=Limits (AI-23)
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|sectionHeading=Create a segment
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|alignment=Vertical
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|anchor=CreateSegment
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|structuredtext=Add this to the note when Limits go live for AI-23:
 
−
 
 
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*For more information about the number of segments that you can create for your organization, see {{Link-Standalone|topic=ATC/Limits}}.
 
−
 
 
−
<br />
 
−
|Status=Yes
 
−
}}{{Section
 
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|sectionHeading=Duplicate a segment
 
−
|anchor=DuplicateSegment
 
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=SegmentsDuplicate.png
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|image=CreateSegmentOption.png
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|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.
+
|structuredtext=To create a segment, click '''Create segment''' and then follow the instructions in {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Manage_segments}}.
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|Media=Image
 
|Media=Image
 
|image=SegmentsEdit.png
 
|image=SegmentsEdit.png
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|structuredtext=To modify a segment, search for it and then click the '''Edit''' menu option. The segment displays in edit mode. Modify the information as appropriate.
+
|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}}.
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|sectionHeading=Display to agent
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|sectionHeading=Duplicate a segment
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|anchor=DisplayAgents
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|anchor=DuplicateSegment
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=DisplayAgentFull.png
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|image=SegmentsDuplicate.png
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|structuredtext=Agents can see when {{MINTYDOCSPRODUCT}} matches visitors to a segment. However, not all segments are relevant to all agents. For example, a segment that matches based on a visitor's search for a specific product that an agent does not support. Or, a segment that matches based on sensitive personal data or data that an agent should not see because of privacy restrictions.  
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|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.
−
 
 
−
For session segments only, the segment displays to agents by default. To prevent agents from seeing a segment, slide the toggle to '''No'''.{{NoteFormat|Segments that don't display 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}}. The segments can also {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger|display text=trigger action maps}}. These segments remain in a customer's record.|}}
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|sectionHeading=Activate or deactivate a segment
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|sectionHeading=Delete a segment
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|anchor=ActivateSegment
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|anchor=DeleteSegment
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=SegmentDeactivatePEPC.png
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|image=SegmentsDelete.png
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|structuredtext=Segments are active by default.  When a segment is active, it is ready to match visitors on your web site. To deactivate a segment temporarily from matching, slide the toggle to '''No'''.
+
|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 remove a segment permanently, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#DeleteSegment|display text=delete it.}}|2}}
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Delete a segment
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|sectionHeading=View segment report
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|anchor=DeleteSegment
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|anchor=SegmentReport
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=SegmentsDelete.png
+
|image=SegmentReport.png
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|structuredtext=To delete a segment permanently, search for the segment, click the '''Delete''' menu option, and then confirm. {{NoteFormat|To suspend the segment temporarily from matching, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ActivateSegment|display text=deactivate it}} instead.|2}}<br />
+
|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.
 +
 
 +
 
 +
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 />
 
|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 (2024-11-09 09:24:31)"
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