Difference between revisions of "ATC/Current/AdminGuide/Live Now"

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|Standalone=No
 
|Standalone=No
 
|DisplayName=Live Now
 
|DisplayName=Live Now
−
|Platform=PureEngage, PureConnect, PureCloud
 
 
|TocName=Live Now
 
|TocName=Live Now
 +
|Context=Learn how to see real-time information about users on your website. Skip to the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|display text=visit journey map}} or the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=AboutIcons|display text=description of the icons}}.
 
|ComingSoon=No
 
|ComingSoon=No
−
|Context=Learn how to see real-time information about users on your website. Skip to the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|display text=visit journey map}} or the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=AboutIcons|display text=description of the icons}}.
+
|Platform=PureEngage, PureConnect, PureCloud
 
|Prereq='''Prerequisites'''
 
|Prereq='''Prerequisites'''
−
* [https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in PureCloud:]
+
 
−
** '''Journey '''>''' Customer''' > '''View''' permission (to see information about existing customers)
+
*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in PureCloud:]
−
** '''Journey '''>''' Event '''>''' View''' permission (to see events on the customer journey map)
+
**'''Journey '''>''' Customer''' > '''View''' permission (to see information about existing customers)
−
** '''Journey '''>''' Visit''' > ''' View '''permission (to see live tracking information about visitors who are currently on your website)
+
**'''Journey '''>''' Event '''>''' View''' permission (to see events on the customer journey map)
 +
**'''Journey '''>''' Outcome''' > ''' View '''permission (to see outcomes achieved and scores for a visit)
 +
**'''Journey '''>''' Segment''' > ''' View '''permission (to see matched segments for a visit)
 +
**'''Journey '''>''' Visit''' > ''' View '''permission (to see live tracking information about visitors who are currently on your website)
 
|Section={{Section
 
|Section={{Section
 
|sectionHeading=See who is actively using your website
 
|sectionHeading=See who is actively using your website
 
|anchor=AboutLiveNow
 
|anchor=AboutLiveNow
−
|Standalone=No
 
−
|ComingSoon=No
 
 
|alignment=Horizontal
 
|alignment=Horizontal
 +
|Media=Image
 
|image=LiveNowPEPC.png
 
|image=LiveNowPEPC.png
−
|Media=Image
 
 
|structuredtext=The Live Now view shows who is actively using your website.
 
|structuredtext=The Live Now view shows who is actively using your website.
−
# Click '''Admin'''.
+
 
−
# Under '''Altocloud''', click '''Live Now'''.
+
#Click '''Admin'''.
−
|fullwidth=No
+
#Under '''Altocloud''', click '''Live Now'''.
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
 
|sectionHeading=Filter by segments
 
|sectionHeading=Filter by segments
 
|anchor=LiveNowFilter
 
|anchor=LiveNowFilter
−
|Standalone=No
 
−
|ComingSoon=No
 
 
|alignment=Horizontal
 
|alignment=Horizontal
 +
|Media=Image
 
|image=LiveNowFIlterPEPC.png
 
|image=LiveNowFIlterPEPC.png
−
|Media=Image
 
 
|structuredtext=To see only customers who belong to specific segments, in the '''Choose segments''' list select the segments you want.
 
|structuredtext=To see only customers who belong to specific segments, in the '''Choose segments''' list select the segments you want.
  
 
{{NoteFormat|You can select {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#Activate|display text=active segments}} that are {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#DisplayAgents|display text=displayed to agents.}}}}
 
{{NoteFormat|You can select {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#Activate|display text=active segments}} that are {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#DisplayAgents|display text=displayed to agents.}}}}
−
|fullwidth=No
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
 
|sectionHeading=Search for customers
 
|sectionHeading=Search for customers
 
|anchor=LiveNowSearch
 
|anchor=LiveNowSearch
−
|Standalone=No
 
−
|ComingSoon=No
 
 
|alignment=Horizontal
 
|alignment=Horizontal
 +
|Media=Image
 
|image=LiveNowSearchPEPC.png
 
|image=LiveNowSearchPEPC.png
−
|Media=Image
 
 
|structuredtext=You can search for customers by their:
 
|structuredtext=You can search for customers by their:
−
* Name
+
 
−
* Browsing website
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*Name
−
* Location
+
*Browsing website
 +
*Location
  
 
For example, a search for "Atl" displays customers from Atlanta. A search for "Ho" displays all customers who are browsing the "Home Insurance" webpage and the customers in the "Hot Prospect" segment.
 
For example, a search for "Atl" displays customers from Atlanta. A search for "Ho" displays all customers who are browsing the "Home Insurance" webpage and the customers in the "Hot Prospect" segment.
  
 
Search is not case-sensitive.
 
Search is not case-sensitive.
−
|fullwidth=No
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
 
|sectionHeading=Status
 
|sectionHeading=Status
 
|anchor=Status
 
|anchor=Status
−
|Standalone=No
 
−
|ComingSoon=No
 
 
|alignment=Horizontal
 
|alignment=Horizontal
 +
|Media=Image
 
|image=LiveNowStatusPEPC.png
 
|image=LiveNowStatusPEPC.png
−
|Media=Image
 
 
|structuredtext=The status reflects the customer's status on your website:
 
|structuredtext=The status reflects the customer's status on your website:
−
* '''<span style="color: rgb(51, 153, 102);" data-mce-style="color: #339966;">Green</span>''': The customer is actively using your website.
+
 
−
* <span style="color: rgb(255, 204, 0);" data-mce-style="color: #ffcc00;">'''Yellow'''</span>: The customer has been inactive for 45 seconds. This may occur if the browser is minimized, or the customer is looking at a different site in a separate tab.
+
*'''<span style="color: rgb(51, 153, 102);" data-mce-style="color: #339966;">Green</span>''': The customer is actively using your website.
−
* <span style="color: rgb(128, 128, 128);" data-mce-style="color: #808080;">'''Grey'''</span>: The customer has been inactive for 60 seconds or longer.
+
*<span style="color: rgb(255, 204, 0);" data-mce-style="color: #ffcc00;">'''Yellow'''</span>: The customer has been inactive for 45 seconds. This may occur if the browser is minimized, or the customer is looking at a different site in a separate tab.
 +
*<span style="color: rgb(128, 128, 128);" data-mce-style="color: #808080;">'''Grey'''</span>: The customer has been inactive for 60 seconds or longer.
  
 
{{NoteFormat|When a customer arrives your website, {{MINTYDOCSPRODUCT}} begins timing their presence. After 30 minutes of inactivity, {{MINTYDOCSPRODUCT}} automatically ends their session. }}
 
{{NoteFormat|When a customer arrives your website, {{MINTYDOCSPRODUCT}} begins timing their presence. After 30 minutes of inactivity, {{MINTYDOCSPRODUCT}} automatically ends their session. }}
−
|fullwidth=No
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
 
|sectionHeading=Refresh
 
|sectionHeading=Refresh
 
|anchor=Refresh
 
|anchor=Refresh
−
|Standalone=No
 
−
|ComingSoon=No
 
 
|alignment=Horizontal
 
|alignment=Horizontal
 +
|Media=Image
 
|image=LiveNOwRefreshPEPC.png
 
|image=LiveNOwRefreshPEPC.png
−
|Media=Image
 
 
|structuredtext=Live Now automatically refreshes itself every minute. To see more current information, click '''Refresh.'''
 
|structuredtext=Live Now automatically refreshes itself every minute. To see more current information, click '''Refresh.'''
−
|fullwidth=No
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
 
|sectionHeading=View customer details
 
|sectionHeading=View customer details
 
|anchor=ViewVisitorDetails
 
|anchor=ViewVisitorDetails
−
|Standalone=No
 
−
|ComingSoon=No
 
 
|alignment=Horizontal
 
|alignment=Horizontal
 +
|Media=Image
 
|image=LiveNowClickNamePEPC.png
 
|image=LiveNowClickNamePEPC.png
−
|Media=Image
 
 
|structuredtext=To see the details about a customer, click the customer's name. For more information about the types of details available, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_details}}.
 
|structuredtext=To see the details about a customer, click the customer's name. For more information about the types of details available, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_details}}.
−
|fullwidth=No
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
 
|sectionHeading=View the webpage where the customer is
 
|sectionHeading=View the webpage where the customer is
 
|anchor=VIewWebsitePage
 
|anchor=VIewWebsitePage
−
|Standalone=No
 
−
|ComingSoon=No
 
 
|alignment=Horizontal
 
|alignment=Horizontal
 +
|Media=Image
 
|image=LiveNowBrowsingPEPC.png
 
|image=LiveNowBrowsingPEPC.png
−
|Media=Image
 
 
|structuredtext=To see the website page where the customer is currently browsing, click the link under '''Browsing'''.
 
|structuredtext=To see the website page where the customer is currently browsing, click the link under '''Browsing'''.
−
|fullwidth=No
 
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Revision as of 11:59, March 9, 2020

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

Learn how to see real-time information about users on your website. Skip to the visit journey map or the description of the icons.

Prerequisites

  • Configure the following permissions in PureCloud:
    • Journey > Customer > View permission (to see information about existing customers)
    • Journey > Event > View permission (to see events on the customer journey map)
    • Journey > Outcome > View permission (to see outcomes achieved and scores for a visit)
    • Journey > Segment > View permission (to see matched segments for a visit)
    • Journey > Visit > View permission (to see live tracking information about visitors who are currently on your website)

See who is actively using your website

The Live Now view shows who is actively using your website.

  1. Click Admin.
  2. Under Altocloud, click Live Now.

Filter by segments

To see only customers who belong to specific segments, in the Choose segments list select the segments you want.

Important
You can select active segments that are displayed to agents.

Search for customers

You can search for customers by their:

  • Name
  • Browsing website
  • Location

For example, a search for "Atl" displays customers from Atlanta. A search for "Ho" displays all customers who are browsing the "Home Insurance" webpage and the customers in the "Hot Prospect" segment.

Search is not case-sensitive.

Status

The status reflects the customer's status on your website:

  • Green: The customer is actively using your website.
  • Yellow: The customer has been inactive for 45 seconds. This may occur if the browser is minimized, or the customer is looking at a different site in a separate tab.
  • Grey: The customer has been inactive for 60 seconds or longer.
Important
When a customer arrives your website, Genesys Predictive Engagement begins timing their presence. After 30 minutes of inactivity, Genesys Predictive Engagement automatically ends their session.

Refresh

Live Now automatically refreshes itself every minute. To see more current information, click Refresh.

View customer details

To see the details about a customer, click the customer's name. For more information about the types of details available, see Customer summary (admin view).

View the webpage where the customer is

To see the website page where the customer is currently browsing, click the link under Browsing.
Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/Live_Now (2025-06-19 13:00:15)"
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