Create segments

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.

Select segment type

Specify whether to create a session or customer segment. A session segment expires when the single session ends. A customer segment persists across sessions.

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. Use an operator to define at least one of the following types of conditions:
   • Visitor attribute
   • Web event
   • Conversation event
   • Custom event
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 must specify at least one condition.
• If you specify multiple conditions, the segment matches a user only when all the conditions match.

Create a segment (replacement content for AI-202)

Tip

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

When creating a segment:

• Provide a descriptive name
• Define conditions for at least one of the following attributes:
  • Visitor attribute
  • Visitor journey attribute (web event, conversation event, or custom event)
• Select a display color for the segment.

The segment is active by default. For session segments only, the segment displays to agents by default. You cannot display customer segments to agents.

Important

 

• You must specify at least one condition.
• If you specify multiple conditions, the segment matches a visitor only when all conditions match.

Limits (AI-23)

Add this to the note when Limits go live for AI-23:

• For more information about the number of segments that you can create for your organization, see [[ATC/Limits|]].

Duplicate a segment

To simplify the process of creating a segment, you can duplicate an existing segment. Search for the segment to duplicate and then click the Duplicate menu option. The duplicate segment displays in edit mode. Specify a new name for the duplicate segment and then modify the remaining information as appropriate.

Edit a segment

To modify a segment, search for it and then click the Edit menu option. The segment displays in edit mode. Modify the information as appropriate.

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.

Important

Segments that don't display to agents appear in Live Now and reports. The segments can also trigger action maps. These segments remain in a customer's record.

Display segment to agent (replacement content for AI-202)

Agents can see when Genesys Predictive Engagement matches visitors to a segment. However, not all segments are relevant to all agents. For example, a segment that matches based on a visitor's search for a specific product that an agent does not support. Or, a segment that matches based on sensitive personal data or data that an agent should not see because of privacy restrictions.

For session segments only, the segment displays to agents by default. To prevent agents from seeing a segment, slide the toggle to No.

Important

Segments that don't display to agents appear in Live Now and reports. The segments can also trigger action maps. These segments remain in a visitor's record.

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.

Tip

To remove a segment permanently, delete it.

Delete a segment

To delete a segment permanently, search for the segment, click the Delete menu option, and then confirm.

Tip

To suspend the segment temporarily from matching, deactivate it instead.