About segments

Learn how to identify (segment) visitors based on their shared characteristics. Later, you design action maps to engage specific segments of visitors and then filter by segments to evaluate how well you are engaging them.

Best practices and examples

Review best practices and examples to improve how you build segments.

• Best practices
• Examples
• Video: Segment based on search queries
• Video: Use an event tag to build a segment of users who wait 6 seconds on a page

Segments

Create and maintain session and customer segments. Determine when segments are available for use in action maps and reports, and when agents can see them in the Journey gadget.

• Search for and view your segments
• Create a segment
• Duplicate a segment
• Edit a segment
• Display a segment to an agent
• Activate or deactivate a segment
• Delete a segment

Attributes and operators

Conditions are the criteria by which Genesys Predictive Engagement assigns visitors to segments. Every condition must have an operator.

• About attributes
• Operators

Use segments

Use segments to trigger action maps and evaluate user activity.

• Trigger an action map when a segment matches
• Filter the Visitor Activity report by segments
• View the segments assigned to a user in LiveNow (admins)
• View the segments assigned to a user in the Journey gadget (agents)