ATC/Current/AdminGuide/Live Now

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

See who is active on your website

The Live Now view shows who is active on your website. In Admin in Genesys Cloud, open the Live Now page.

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.

For information on how to build and use segments, see About segments and Trigger an action map based on segment match.

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 on 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.