Unknown visitors (admin view)

In Live Now, learn how to recognize when Genesys Predictive Engagement does not recognize a visitor.

Prerequisites

• Configure the following permissions in Genesys Cloud CX:
  • Journey > Customer > View (to see information about existing customers)
  • Journey > Event > View (to see events on the customer journey map)
  • Journey > Visit > View (to see live tracking information about visitors who are currently on your website)

Unknown visitors

If Genesys Predictive Engagement cannot identify a visitor, Genesys Predictive Engagement displays Unknown in the customer summary fields. If Genesys Predictive Engagement identifies the visitor later, the visitor's actual information appears.

When a logged in user logs out and continues to use the website, Predictive Engagement considers the user as a new user and creates a new journey map for all actions of the unauthenticated user actions.