Difference between revisions of "ATC/Current/AdminGuide/Unknown users"

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m (Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2")
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{{Article
 
{{Article
 
|Standalone=No
 
|Standalone=No
|DisplayName=Unknown users (admin view)
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|DisplayName=Unknown visitors (admin view)
|TocName=Unknown users
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|TocName=Unknown visitors
|Context=In Live Now, learn how to recognize when {{MINTYDOCSPRODUCT}} does not fully recognize a user.
+
|Context=In Live Now, learn how to recognize when {{MINTYDOCSPRODUCT}} does not recognize a visitor.
 +
|Dimension=JourneyData
 
|ComingSoon=No
 
|ComingSoon=No
|Platform=GenesysEngage-onpremises, PureConnect, PureCloud
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|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 
|Prereq='''Prerequisites'''  
 
|Prereq='''Prerequisites'''  
  
*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in PureCloud:]
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*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:]
 
**'''Journey '''>''' Customer''' > '''View''' (to see information about existing customers)
 
**'''Journey '''>''' Customer''' > '''View''' (to see information about existing customers)
 
**'''Journey '''>''' Event '''>''' View''' (to see events on the customer journey map)
 
**'''Journey '''>''' Event '''>''' View''' (to see events on the customer journey map)
 
**'''Journey '''>''' Visit''' > ''' View '''(to see live tracking information about visitors who are currently on your website)
 
**'''Journey '''>''' Visit''' > ''' View '''(to see live tracking information about visitors who are currently on your website)
 
|Section={{Section
 
|Section={{Section
|sectionHeading=Unknown users
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|sectionHeading=Unknown visitors
 
|anchor=UnknownUsers
 
|anchor=UnknownUsers
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
 
|image=UnknownVisitor.png
 
|image=UnknownVisitor.png
|structuredtext=If {{MINTYDOCSPRODUCT}} cannot identify a user, {{MINTYDOCSPRODUCT}} displays '''Unknown''' in the customer summary fields. If {{MINTYDOCSPRODUCT}} is later able to identify the user, the user's actual information appears.
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|structuredtext=If {{MINTYDOCSPRODUCT}} cannot identify a visitor, {{MINTYDOCSPRODUCT}} displays '''Unknown''' in the customer summary fields. If {{MINTYDOCSPRODUCT}} identifies the visitor later, the visitor's actual information appears.
|structuredtextwide=
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|FAQHeading=
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When a logged in user logs out and continues to use the website, Predictive Engagement considers the user as a new user and creates a new journey map for all actions of the unauthenticated user actions.
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Latest revision as of 12:39, April 26, 2022

In Live Now, learn how to recognize when Genesys Predictive Engagement does not recognize a visitor.

Prerequisites

  • Configure the following permissions in Genesys Cloud CX:
    • Journey > Customer > View (to see information about existing customers)
    • Journey > Event > View (to see events on the customer journey map)
    • Journey > Visit > View (to see live tracking information about visitors who are currently on your website)

Unknown visitors

If Genesys Predictive Engagement cannot identify a visitor, Genesys Predictive Engagement displays Unknown in the customer summary fields. If Genesys Predictive Engagement identifies the visitor later, the visitor's actual information appears.

When a logged in user logs out and continues to use the website, Predictive Engagement considers the user as a new user and creates a new journey map for all actions of the unauthenticated user actions.
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