About segments

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

Best practices and examples

Improve how you build segments by reviewing best practices and examples.

• 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

Build and maintain 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 users to segments. Every condition must have an operator.

• Attributes
• Operators
• Visitor attributes
• Campaign attributes
• Visitor journey attributes
• Custom attributes

Use segments

Use segments to trigger action maps and to 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)