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

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{{Article
 
{{Article
 
|Standalone=No
 
|Standalone=No
−
|DisplayName=Build segments
+
|DisplayName=Create segments
−
|TocName=Build segments
+
|TocName=Create segments
−
|Context=Learn how to build segments that identify and classify customers based on their shared behavior and characteristics.
+
|Context=Learn how to create segments that identify and classify customers based on their shared behavior and characteristics.
 
|ComingSoon=No
 
|ComingSoon=No
 
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
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**'''Journey '''>''' Segment '''>'''Add ''', '''Delete''', '''Edit''', '''View'''
 
**'''Journey '''>''' Segment '''>'''Add ''', '''Delete''', '''Edit''', '''View'''
 
|Section={{Section
 
|Section={{Section
−
|sectionHeading=Search for and view segments
+
|sectionHeading=Search for segments
 
|anchor=ViewSegments
 
|anchor=ViewSegments
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
 
|image=SegmentsPEPC.png
 
|image=SegmentsPEPC.png
−
|structuredtext=#Click '''Admin'''.
+
|structuredtext=Type one or more characters (not case-sensitive) for which to search. As you type, only the segments that match your criteria appear in the list.
−
#Under '''Altocloud''', click '''Segments'''.
+
 
−
#To search for a segment, start typing its name in the '''Search''' box. Search is case-insensitive.
+
A column heading with an arrow indicates that you can click the arrow to sort the list by that entity. An upward-pointing arrow indicates that the list is in ascending order and a downward-pointing arrow indicates that the list is in descending order.
−
#To sort the list, click the '''Ascending'''/'''Descending''' buttons in '''Name''' or '''Updated''' column headings.
 
 
|Status=No
 
|Status=No
 +
}}{{Section
 +
|sectionHeading=Select segment type
 +
|alignment=Horizontal
 +
|Media=Image
 +
|image=SelectSegmentType.png
 +
|structuredtext=Specify whether to create a session or customer segment. A session segment expires when the single session ends. A customer segment persists across sessions.
 +
|Status=Yes
 
}}{{Section
 
}}{{Section
 
|sectionHeading=Create a segment
 
|sectionHeading=Create a segment
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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'''.
−
{{NoteFormat|
+
{{NoteFormat| 
−
*You can specify as many conditions as you want. You must specify at least one.  
+
*You must specify at least one condition.  
−
*If you specify multiple conditions, then the segment matches a user only if all the conditions match.
+
*If you specify multiple conditions, the segment matches a user only when all the conditions match.
 
|1}}
 
|1}}
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=LIMITS
+
|sectionHeading=Create a segment (replacement content for AI-202)
 +
|anchor=CreateSegment
 +
|alignment=Horizontal
 +
|Media=Image
 +
|image=SegmentCreate.png
 +
|structuredtext={{NoteFormat|To simplify the process of creating a segment, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#DuplicateSegment|display text=duplicate an existing segment.}}|2}}When creating a segment:
 +
 
 +
*Provide a descriptive name
 +
*Define conditions for ''at least one'' of the following attributes:
 +
**{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=AttributesVisitor|display text=Visitor attribute}}
 +
**{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=AttributesJourney|display text=Visitor journey attribute}} ({{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions|anchor=WebSessionEvents|display text=web event}}, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=ConvoEvents|display text=conversation event}}, or {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|anchor=CreateCustomEvents|display text=custom event}})
 +
*Select a display color for the segment.
 +
 
 +
The segment is {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ActivateSegment|display text=active}} by default. For session segments only, the segment {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#DisplayAgents|display text=displays to agents}} by default. You cannot display ''customer'' segments to agents. {{NoteFormat| 
 +
*You must specify at least one condition.
 +
*If you specify multiple conditions, the segment matches a visitor only when all conditions match.
 +
|1}}<br />
 +
|Status=Yes
 +
}}{{Section
 +
|sectionHeading=Limits (AI-23)
 
|alignment=Vertical
 
|alignment=Vertical
−
|structuredtext=Add this to the note when Limits go live:
+
|structuredtext=Add this to the note when Limits go live for AI-23:
  
−
*For information on the number of segments you can create for your organization, see {{Link-Standalone|topic=ATC/Limits}}.
+
*For more information about the number of segments that you can create for your organization, see {{Link-Standalone|topic=ATC/Limits}}.
  
 
<br />
 
<br />
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|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=SegmentsDuplicate2.png
+
|image=SegmentsDuplicate.png
−
|structuredtext=To simplify the process of creating a new segment, duplicate an existing segment.
+
|structuredtext=To simplify the process of creating a segment, you can duplicate an existing segment. Search for the segment to duplicate and then click the '''Duplicate''' menu option. The duplicate segment displays in edit mode. Specify a new name for the duplicate segment and then modify the remaining information as appropriate.
−
 
 
−
#Click '''Admin'''.
 
−
#Under '''Altocloud''', click  '''Segments'''.
 
−
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ViewSegments|display text=Search for the segment you want.}}
 
−
#In the Options column, click the menu and then click '''Duplicate'''.
 
−
#Update the segment name.
 
−
#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.}}
 
−
#Click '''Save and close'''.
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=SegmentsEdit2.png
+
|image=SegmentsEdit.png
−
|structuredtext=#Click '''Admin'''.
+
|structuredtext=To modify a segment, search for it and then click the '''Edit''' menu option. The segment displays in edit mode. Modify the information as appropriate.
−
#Under '''Altocloud''', click  '''Segments'''.
 
−
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ViewSegments|display text=Search for the segment you want.}}
 
−
#In the Options column, click the menu and then click '''Edit'''.
 
−
#Make any necessary changes. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#CreateSegment|display text=Create a segment.}}
 
−
#Click '''Save and close'''.
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|Media=Image
 
|Media=Image
 
|image=DisplayAgentFull.png
 
|image=DisplayAgentFull.png
−
|structuredtext=Agents automatically see when {{MINTYDOCSPRODUCT}} matches customers with a segment.  
+
|structuredtext=Agents 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.  
  
−
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 don't display 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}}. The segments can also {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger|display text=trigger action maps}}. These segments remain in a customer's record.|}}
 +
|Status=No
 +
}}{{Section
 +
|sectionHeading=Display segment to agent (replacement content for AI-202)
 +
|anchor=DisplayAgents
 +
|alignment=Horizontal
 +
|Media=Image
 +
|image=DisplayAgentFull.png
 +
|structuredtext=Agents can see when {{MINTYDOCSPRODUCT}} matches visitors to a segment. However, not all segments are relevant to all agents. For example, a segment that matches based on a visitor's search for a specific product that an agent does not support. Or, a segment that matches based on sensitive personal data or data that an agent should not see because of privacy restrictions.
  
−
To prevent agents from seeing a segment in a customer's profile, use the '''Display to Agent''' button.
+
For session segments only, the segment displays to agents by default. To prevent agents from seeing a segment, slide the toggle to '''No'''.{{NoteFormat|Segments that don't display 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}}. The segments can also {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger|display text=trigger action maps}}. These segments remain in a visitor's record.|}}
−
 
+
|Status=Yes
−
{{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.|}}
 
−
|Status=No
 
 
}}{{Section
 
}}{{Section
 
|sectionHeading=Activate or deactivate a segment
 
|sectionHeading=Activate or deactivate a segment
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|Media=Image
 
|Media=Image
 
|image=SegmentDeactivatePEPC.png
 
|image=SegmentDeactivatePEPC.png
−
|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.
+
|structuredtext=Segments are active by default.  When a segment is active, it is ready to match visitors on your web site. To deactivate a segment temporarily from matching, slide the toggle to '''No'''.
−
 
+
{{NoteFormat|To remove a segment permanently, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#DeleteSegment|display text=delete it.}}|2}}
−
 
 
−
{{NoteFormat|To permanently remove the segment, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#DeleteSegment|display text=delete it.}}|2}}
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|Media=Image
 
|Media=Image
 
|image=SegmentsDelete.png
 
|image=SegmentsDelete.png
−
|structuredtext={{NoteFormat|Deletion is permanent. To temporarily suspend the segment from matching, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ActivateSegment|display text=deactivate it}} instead.|2}}
+
|structuredtext=To delete a segment permanently, search for the segment, click the '''Delete''' menu option, and then confirm. {{NoteFormat|To suspend the segment temporarily from matching, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ActivateSegment|display text=deactivate it}} instead.|2}}<br />
−
 
 
−
#Click '''Admin'''.
 
−
#Under '''Altocloud''', click  '''Segments'''.
 
−
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ViewSegments|display text=Search for the segment you want.}}
 
−
#Under options, click '''Delete'''.
 
−
#Click '''Yes'''.
 
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Revision as of 13:51, November 4, 2020

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

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

Prerequisites

Search for segments

Type one or more characters (not case-sensitive) for which to search. As you type, only the segments that match your criteria appear in the list.

A column heading with an arrow indicates that you can click the arrow to sort the list by that entity. An upward-pointing arrow indicates that the list is in ascending order and a downward-pointing arrow indicates that the list is in descending order.

Select segment type

Specify whether to create a session or customer segment. A session segment expires when the single session ends. A customer segment persists across sessions.

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. Use an operator to define at least one of the following types of conditions:
  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 must specify at least one condition.
  • If you specify multiple conditions, the segment matches a user only when all the conditions match.

Create a segment (replacement content for AI-202)

Tip
To simplify the process of creating a segment, duplicate an existing segment.
When creating a segment: The segment is active by default. For session segments only, the segment displays to agents by default. You cannot display customer segments to agents.
Important
 
  • You must specify at least one condition.
  • If you specify multiple conditions, the segment matches a visitor only when all conditions match.

Limits (AI-23)

Add this to the note when Limits go live for AI-23:

  • For more information about the number of segments that you can create for your organization, see [[ATC/Limits|]].


Duplicate a segment

To simplify the process of creating a segment, you can duplicate an existing segment. Search for the segment to duplicate and then click the Duplicate menu option. The duplicate segment displays in edit mode. Specify a new name for the duplicate segment and then modify the remaining information as appropriate.

Edit a segment

To modify a segment, search for it and then click the Edit menu option. The segment displays in edit mode. Modify the information as appropriate.

Display to agent

Agents 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 don't display to agents appear in Live Now and reports. The segments can also trigger action maps. These segments remain in a customer's record.

Display segment to agent (replacement content for AI-202)

Agents can see when Genesys Predictive Engagement matches visitors to a segment. However, not all segments are relevant to all agents. For example, a segment that matches based on a visitor's search for a specific product that an agent does not support. Or, a segment that matches based on sensitive personal data or data that an agent should not see because of privacy restrictions.

For session segments only, the segment displays to agents by default. To prevent agents from seeing a segment, slide the toggle to No.
Important
Segments that don't display to agents appear in Live Now and reports. The segments can also trigger action maps. These segments remain in a visitor's record.

Activate or deactivate a segment

Segments are active by default.  When a segment is active, it is ready to match visitors on your web site. To deactivate a segment temporarily from matching, slide the toggle to No.

Tip
To remove a segment permanently, delete it.

Delete a segment

To delete a segment permanently, search for the segment, click the Delete menu option, and then confirm.
Tip
To suspend the segment temporarily from matching, deactivate it instead.

Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/Segments (2024-11-09 12:06:00)"
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