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

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|Context=Learn how to build segments that identify and classify customers based on their shared behavior and characteristics.
 
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#To search for a segment, start typing its name in the '''Search''' box. Search is case-insensitive.
 
#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.
 
#To sort the list, click the '''Ascending'''/'''Descending''' buttons in '''Name''' or '''Updated''' column headings.
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|structuredtext={{NoteFormat|To simplify the process of creating a segment {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#DuplicateSegment|display text=duplicate an existing segment.}}|2}}
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|structuredtext={{NoteFormat|To simplify the process of creating a segment, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#DuplicateSegment|display text=duplicate an existing segment.}}|2}}
  
 
#Click '''Admin'''.
 
#Click '''Admin'''.
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#By default, the segment is {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ActivateSegment|display text=activated.}}
 
#By default, the segment is {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ActivateSegment|display text=activated.}}
 
#Click '''Save and close'''.
 
#Click '''Save and close'''.
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{{NoteFormat|You must specify at least one segment condition.
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*Specify at least one segment condition.
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If you specify multiple segment conditions, then the segment will match a user only if all of the conditions match.|1}}
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*If you specify multiple segment conditions, then the segment matches a user only if all the conditions match.
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*For information on the number of segments you can create for your organization, see {{Link-Standalone|topic=ATC/Limits}}.|1}}
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#Under options, click '''Duplicate'''.
 
#Under options, click '''Duplicate'''.
 
#Update the segment name.
 
#Update the segment name.
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#Update {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_conditions|display text=conditions}} as necessary.
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#Update {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_attributes|display text=attributes}} as necessary.
 
#Make any other changes. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#CreateSegment|display text=Create a segment.}}
 
#Make any other changes. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#CreateSegment|display text=Create a segment.}}
 
#Click '''Save and close'''.
 
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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'''.
 
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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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|structuredtext=Agents automatically see when {{MINTYDOCSPRODUCT}} matches customers with a segment.  
  
 
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.
 
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.
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To prevent agents from seeing a segment in a customer's profile, use the '''Display to Agent''' button.
 
To prevent agents from seeing a segment in a customer's profile, use the '''Display to Agent''' button.
  
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{{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.}}
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{{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=Trigger|display text=trigger action maps}}. These segments also remain in a customer's record.|}}
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{{NoteFormat|To permanently remove the segment, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#DeleteSegment|display text=delete it.}}|2}}
 
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Revision as of 14:59, September 10, 2020

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

Learn how to build segments that identify and classify customers based on their shared behavior and characteristics.

Prerequisites

Search for and view segments

  1. Click Admin.
  2. Under Altocloud, click Segments.
  3. To search for a segment, start typing its name in the Search box. Search is case-insensitive.
  4. To sort the list, click the Ascending/Descending buttons in Name or Updated column headings.

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 attribute:
  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
  • Specify at least one segment condition.
  • If you specify multiple segment conditions, then the segment matches a user only if all the conditions match.
  • For information on the number of segments you can create for your organization, see [[ATC/Limits|]].

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 attributes 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

Agents automatically see when Genesys Predictive Engagement matches customers with a segment.

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 deactivate 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, deactivate 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 23:13:24)"
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