• Genesys Cloud
• Genesys Multicloud CX
• PureConnect

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Release Notes

Release Notes

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Get started

• Genesys Predictive Engagement overview
• Administrators
• Developers
• Agents
• Glossary

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Videos

• Predictive Engagement for Genesys Cloud CX
• Administrator videos
• Event tracking videos

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Review solutions, best practices, and business scenarios

• Advanced chat routing
• Google Tag Manager
• Adobe Launch

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Track journey data

• Tracking
• Segments
• Outcomes
• Attributes
• About journey data
• Live Now
• Event tracking with tag managers

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Create actions and action maps

• Actions
• Web chats
• Web messaging
• Content offers
• Architect flow actions
• Action maps

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Shape a customer's journey

• About sessions and events
• Web sessions

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Integrate with third-party products

• Profile lookup with Adobe Experience Platform
• Salesforce lead creation and campaign attribution
• Salesforce Lightning integration

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See reports and analytics

• Analytics
• Availability of analytics data
• Action Map Performance report
• Visitor Activity report
• Interaction history details
• Billing and usage

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Developer resources

• Journey JavaScript SDK
• Messenger JavaScript SDK
• Methods
• Web Tracking API
• Form Tracking API
• Map traits

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Agent resources

• An agent's experience in Genesys Cloud CX
• Customer journey
• Journey map icons
• Session information icons

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Release Notes

Important

Release Notes for Predictive Engagement features in Genesys Cloud CX are included in the Genesys Cloud CX Release Notes. See also the following links and search for Predictive Engagement.

Important

Genesys Predictive Engagement entered End of Life (EOL) on March 15, 2023. It enters End of Maintenance on June 30, 2025 and reaches End of Support on June 30, 2025. If you have questions, contact your account representative.

Genesys Multicloud CX

• Agent Workspace (V.9)
• Agent Setup

Genesys Engage on-premises

• Workspace Desktop Edition 8.5.135.05
• Workspace Desktop Edition 8.5.133.02

• Agent Pacing Service: November 18, 2018
• Genesys Predictive Engagement Plugin for Workspace Desktop Edition

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Get started

• Genesys Predictive Engagement overview
• Administrators - Cloud
• Administrators - Premises
• Developers
• Agents

Error creating thumbnail: Unable to save thumbnail to destination

Videos

• Administrator videos
• Event tracking videos

Error creating thumbnail: Unable to save thumbnail to destination

Review solutions, best practices, and business scenarios

• Google Tag Manager

Error creating thumbnail: Unable to save thumbnail to destination

Track journey data

• Predictive Engagement tracking snippet
• Segments
• Outcomes
• Attributes
• About journey data
• Live Now
• Event tracking with tag managers

Error creating thumbnail: Unable to save thumbnail to destination

Create actions and action maps

• Actions
• Web chats
• Content offers
• Architect flow actions
• Action maps

Error creating thumbnail: Unable to save thumbnail to destination

Integrate with third-party products

• Salesforce lead creation and campaign attribution

Error creating thumbnail: Unable to save thumbnail to destination

See reports and analytics

• Analytics
• Availability of analytics data
• Action Map Performance report
• Visitor Activity report
• Interaction history details
• Billing and usage

Error creating thumbnail: Unable to save thumbnail to destination

Developer resources

• Journey JavaScript SDK
• Methods
• Web Tracking API
• Form Tracking API
• Map traits

Error creating thumbnail: Unable to save thumbnail to destination

Agent resources

• An agent's experience in Genesys Multicloud CX
• Journey map icons

Error creating thumbnail: Unable to save thumbnail to destination

Release Notes

Important

Release Notes for Predictive Engagement features in Genesys Cloud CX are included in the Genesys Cloud CX Release Notes. For Predictive Engagement features that are specific for PureConnect, click the following link and search or filter for Predictive Engagement.

Release Notes

Error creating thumbnail: Unable to save thumbnail to destination

Get started

• Genesys Predictive Engagement overview
• Administrators
• Developers
• Agents

Error creating thumbnail: Unable to save thumbnail to destination

Videos

• Administrator videos
• Event tracking videos

Error creating thumbnail: Unable to save thumbnail to destination

Review solutions, best practices, and business scenarios

• Google Tag Manager
• Adobe Launch

Error creating thumbnail: Unable to save thumbnail to destination

Track journey data

• Predictive Engagement tracking snippet
• Segments
• Outcomes
• Attributes
• About journey data
• Live Now
• Event tracking with tag managers

Error creating thumbnail: Unable to save thumbnail to destination

Create actions and action maps

• Actions
• Web chats
• Content offers
• Architect flow actions
• Action maps

Error creating thumbnail: Unable to save thumbnail to destination

Integrate with third-party products

• Profile lookup with Adobe Experience Platform
• Salesforce lead creation and campaign attribution
• Salesforce Lightning integration

Error creating thumbnail: Unable to save thumbnail to destination

See reports and analytics

• Analytics
• Availability of analytics data
• Action Map Performance report
• Visitor Activity report
• Interaction history details
• Billing and usage

Error creating thumbnail: Unable to save thumbnail to destination

Developer resources

• Journey JavaScript SDK
• Methods
• Web Tracking API
• Form Tracking API
• Map traits

Error creating thumbnail: Unable to save thumbnail to destination

Agent resources

• An agent's experience in PureConnect
• Journey map icons