Create segments
Contents
- 1 Search for segments
- 2 Select segment type
- 3 Create a segment
- 4 Create a segment (replacement content for AI-202)
- 5 Limits (AI-23)
- 6 Duplicate a segment
- 7 Edit a segment
- 8 Display to agent
- 9 Display segment to agent (replacement content for AI-202)
- 10 Activate or deactivate a segment
- 11 Delete a segment
Learn how to create segments that identify and classify customers based on their shared behavior and characteristics.
Prerequisites
- Configure the following permissions in Genesys Cloud:
- Journey > Segment >Add , Delete, Edit, View
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.Create a segment
- Click Admin.
- Under Altocloud, click Segments.
- Click Create Segment.
- Use a descriptive name.
- Use an operator to define at least one of the following types of conditions:
- Specify the color.
- By default, the segment is displayed to agents.
- By default, the segment is activated.
- Click Save and close.
- You must specify at least one condition.
- If you specify multiple conditions, the segment matches a user only when all the conditions match.
Duplicate a segment
Edit a segment
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.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.