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

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|Platform=PureEngage, PureConnect, PureCloud
 
|Platform=PureEngage, PureConnect, PureCloud
 
|ComingSoon=No
 
|ComingSoon=No
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|Context=Segments identify and classify visitors based on their shared behavior and characteristics.
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|Context=Segments identify and classify customers based on their shared behavior and characteristics.
 
|Prereq='''Prerequisites'''
 
|Prereq='''Prerequisites'''
 
* [https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in PureCloud:]
 
* [https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in PureCloud:]
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|alignment=Vertical
 
|alignment=Vertical
 
|gif=No
 
|gif=No
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|structuredtext=Segments identify and classify visitors based on their shared behavior and characteristics.
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|structuredtext=Segments identify and classify customers based on their shared behavior and characteristics.
  
 
Interested in examples? See the following articles:
 
Interested in examples? See the following articles:
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# Click '''Create Segment'''.
 
# Click '''Create Segment'''.
 
# Use a descriptive name.
 
# Use a descriptive name.
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# Define at least one segment {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=VisitorAttsJourney|display text=condition}}.<br />
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# Define at least one segment {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=VisitorAttsJourney|display text=condition.}}<br />
 
# Specify the color.
 
# Specify the color.
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# To make the segment active, leave the Active setting set to '''On'''.
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# By default, the segment is {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#DisplayAgents|display text=displayed to agents.}}
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# By default, the segment is {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#Activate|display text=activated.}}
 
# Click '''Save and close'''.
 
# Click '''Save and close'''.
 
{{NoteFormat|You can specify as many conditions as you want. You must specify at least one.|1}}
 
{{NoteFormat|You can specify as many conditions as you want. You must specify at least one.|1}}
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# Make any necessary changes. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#CreateSegment|display text=Create a segment.}}
 
# Make any necessary changes. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#CreateSegment|display text=Create a segment.}}
 
# Click '''Save and close'''.
 
# Click '''Save and close'''.
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|fullwidth=No
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|Status=No
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}}{{Section
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|sectionHeading=Display to agent
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|Type=Structured
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|anchor=DisplayAgents
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|alignment=Horizontal
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|image=DisplayAgentFull.png
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|gif=No
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|structuredtext=When a segment is displayed to agents, agents automatically see when {{MINTYDOCSPRODUCT}} matches customers with it.
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 +
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.}}
 
|fullwidth=No
 
|fullwidth=No
 
|Status=No
 
|Status=No
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|image=SegmentDeactivatePEPC.png
 
|image=SegmentDeactivatePEPC.png
 
|gif=No
 
|gif=No
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|structuredtext=When you create a segment, it is automatically activated. This means it is ready to match users on your site.[[File:ActiveToggle.png]]
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|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.
−
 
 
−
To determine when a segment matches users, use the '''Active''' switch, which appears at the bottom of the page when you create or edit a segment.
 
  
  
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{{NoteFormat|To permanently remove the segment, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#Delete|display text=delete it}} instead.|2}}
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{{NoteFormat|To permanently remove the segment, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#Delete|display text=delete it.}}|2}}
 
|fullwidth=No
 
|fullwidth=No
 
|Status=No
 
|Status=No

Revision as of 17:07, June 14, 2019

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

Segments identify and classify customers based on their shared behavior and characteristics.

Prerequisites

About segments

Segments identify and classify customers based on their shared behavior and characteristics.

Interested in examples? See the following articles:

View your segments

  1. Click Admin.
  2. Under Altocloud, click Segments.
Tip
Search for a segment by its name or description. Search is case-insensitive.

Create a segment

Tip
To simplify the process of creating a segment duplicate an existing segment.
  1. Click Admin.
  2. Under Altocloud, click Segments.
  3. Click Create Segment.
  4. Use a descriptive name.
  5. Define at least one segment condition.
  6. Specify the color.
  7. By default, the segment is displayed to agents.
  8. By default, the segment is activated.
  9. Click Save and close.
Important
You can specify as many conditions as you want. You must specify at least one.

Duplicate a segment

To simplify the process of creating a new segment, duplicate an existing segment.

  1. Click Admin.
  2. Under Altocloud, click Segments.
  3. Search for the segment you want.
  4. Under options, click Duplicate.
  5. Update the segment name.
  6. Update conditions as necessary.
  7. Make any other changes. For more information, see Create a segment.
  8. Click Save and close.

Edit a segment

  1. Click Admin.
  2. Under Altocloud, click Segments.
  3. Search for the segment you want.
  4. Under options, click Edit.
  5. Make any necessary changes. For more information, see Create a segment.
  6. Click Save and close.

Display to agent

When a segment is displayed to agents, agents automatically see when Genesys Predictive Engagement matches customers with it.

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.

Important
Segments that are not displayed to agents appear in Live Now and reports. They can also trigger action maps. These segments also remain in a customer's record.

Activate or inactivate a segment

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.


Tip
To permanently remove the segment, delete it.

Delete a segment

Tip
Deletion is permanent. To temporarily suspend the segment from matching, inactivate it instead.
  1. Click Admin.
  2. Under Altocloud, click Segments.
  3. Search for the segment you want.
  4. Under options, click Delete.
  5. Click Yes.
Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/Segments (2024-07-27 23:25:59)"
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