Build segments

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

Prerequisites

• Configure the following permissions in PureCloud:
  • Journey > Segment >Add , Delete, Edit, View permissions

Search for and view segments

1. Click Admin.
2. Under Altocloud, click Segments.
3. To search for a segment, start typing its name in the Search box. Search is case-insensitive.
4. To sort the list, click the Ascending/Descending buttons in Name or Updated column headings.

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. Define at least one segment condition.
   
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 can specify as many conditions as you want. You must specify at least one.

Duplicate a segment

To simplify the process of creating a new segment, duplicate an existing segment.

1. Click Admin.
2. Under Altocloud, click Segments.
3. Search for the segment you want.
4. Under options, click Duplicate.
5. Update the segment name.
6. Update conditions as necessary.
7. Make any other changes. For more information, see Create a segment.
8. Click Save and close.

Edit a segment

1. Click Admin.
2. Under Altocloud, click Segments.
3. Search for the segment you want.
4. Under options, click Edit.
5. Make any necessary changes. For more information, see Create a segment.
6. Click Save and close.

Display to agent

When a segment is displayed to agents, agents automatically see when Genesys Predictive Engagement matches customers with it.

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 are not displayed to agents appear in Live Now and reports. They can also trigger action maps. These segments also remain in a customer's record.

Activate or inactivate a segment

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.

Tip

To permanently remove the segment, delete it.

Delete a segment

Tip

Deletion is permanent. To temporarily suspend the segment from matching, inactivate it instead.

1. Click Admin.
2. Under Altocloud, click Segments.
3. Search for the segment you want.
4. Under options, click Delete.
5. Click Yes.