ATC/Current/AdminGuide/Tracking snippet

Deploy the Genesys Predictive Engagement tracking snippet to enable visitor tracking on your website.

Prerequisites

• Configure the following permissions in PureCloud:
  • Journey > Settings > Edit, or View permissions

Before you begin

Before you deploy the Genesys Predictive Engagement tracking snippet be sure you understand:

• How to deploy the tracking snippet to be compliant with General Data Protection Regulation (GDPR)
  

Ad blockers

9/17: David Trihy to create a research spike on ad blockers in general for next sprint (38)When this is ironed out, add this text to the Before you begin section as Step 2:

The effects of [#AdBlockers ad blockers]

on Altocloud.

Ad blockers are plug-ins or browser extensions that prevent tracking software, such as trackers used for advertising purposes, from running on a website. Because Genesys Predictive Engagement is a type of tracking software, some ad blockers detect and block it.

Important

Do not use uBlock on any webpages that you want to track with Altocloud.

This is not accurate. We can't control when our customers' customers install uBlock. What we really need to say is that our customers need to prompt their customers to disable any ad blockers in order to experience the best user experience on their site.

How uBlock affects Genesys Predictive Engagement

uBlock adversely affects Genesys Predictive Engagement in the following ways

• If you use Google Tag Manager, uBlock prevents you from loading the tracking snippet and Journey JavaScript SDK.
• If you use a different JavaScript management approach, the tracking snippet and Journey JavaScript load on your webpages. However, Altocloud will be unable to send beacons or register cookies, effectively preventing it from working as expected.

Deploy the tracking snippet

To deploy the tracking snippet:

1. Get the snippet.
2. Identify where to deploy the snippet.
3. Use a tag manager.
4. Customize the snippet.
5. Verify that the snippet works.
6. Troubleshoot the snippet.
7. Review error messages.

Get the snippet

1. Click Admin.
2. Under Altocloud, click Tracking Snippet.
   
3. Select the type of snippet you need.
4. Copy the code.

Important

• Since you are logged in to PureCloud, the Genesys Predictive Engagement tracking snippet already contains your organization ID and your Genesys region.

1. When you copy the Altocloud tracking snippet into your tag manager, remove both script tags.

• If you copy and paste the tracking snippet into an email or other editing program, that program may insert or replace characters in the tracking snippet. If you need to copy and paste the tracking snippet, use a text editor to ensure a clean copy and paste.

Types of tracking snippets

Select the appropriate Genesys Predictive Engagement tracking snippet for your environment.

Basic snippet

The basic snippet provides tracking support to traditional webpages that contain little or nodynamic content. Traditional websites load a new HTML page whenever the user navigates to a different URL. To provide tracking support to traditional webpages, the basic snippet calls ac('pageview') each time the a new page is loaded by the web browser.

<script>
  (function(a,t,c,l,o,u,d){a['_genesysJourneySdk']=o;a[o]=a[o]||function(){
  (a[o].q=a[o].q||[]).push(arguments)},a[o].l=1*new Date();u=t.createElement(c),
  d=t.getElementsByTagName(c)[0];u.async=1;u.src=l;u.charset='utf-8';d.parentNode.insertBefore(u,d)
  })(window, document, 'script', 'https://example.com, 'ac');
  ac('init', 'a061a3fe-7a80-4b50-9d3b-df88c0f9efad', { region: 'use1' });
  ac('pageview');
</script>

Advanced snippet

The advanced snippet provides tracking support to Single Page Applications (SPAs). SPAs load dynamic content on demand without requiring a hard reload of the HTML page. Additionally, this functionality can trackNo results, which the traditional snippet does not. The SPA snippet works on any framework that you use with your SPA, including Angular, React, Vue.js, and so on.

Where to deploy the snippet

Warning

Do not deploy any Genesys Predictive Engagement tracking snippet on any page that collects payment information.

• Deploy the Genesys Predictive Engagement tracking snippet on the main page of the website you want to track.
• Paste the Genesys Predictive Engagement tracking snippet in the element of the website template page before the closing tag.
• Do not deploy the tracking snippet in an iframe.

Tag managers

To easily deploy the Genesys Predictive Engagement tracking snippet, use a tag management system such as:

• Google Tag Manager
• Adobe Launch
• Tealium

Google Tag Manager

Google Tag Manager provides numerous predefined triggers and tags to refine the Genesys Predictive Engagement tracking snippet. For example:

• Click element
• Click class
• Click ID
• Click Target
• Click URL
• Click TextErrors
• Error Message
• Error URL
• Error LineForms
• Form Classes
• Form Element
• Form ID
• Form Target
• Form Text
• Form URLScroll
• Scroll Depth Threshold
• Scroll Depth Units
• Scroll Direction

For complete information on the custom tags that are available with Google Tag Manager, see Custom tags.

Customize the snippet

• If you need to refine how Genesys Predictive Engagement tracks activity on your website, use the predefined custom tags that your tag manager provides. For example:
  • Examples from Google Tag Manager
• If your tag manager's predefined tags do not provide the level of customization you need, customize the Genesys Predictive Engagement tracking snippet with functions from the Journey JavaScript SDK. For example:
  • Use the Journey JavaScript SDK to track page view events and to configure how Altocloud updates cookies.
  • Configure advanced tracking to enable tracking across multiple domains.

Verify that the snippet works

When the tracking snippet is properly executed and initialized:

• You should receive a ping every 4-5 seconds.
• The ping should return status code 200.

Troubleshoot the snippet

If the tracking snippet does not work properly when you load it on your web pages, check the following things:
* Is the snippet on the correct page?
* Is the snippet correctly placed in the header?
* Are all of the parameters specified correctly?
* Are there any typos, missing characters, or extra white space?