Customer summary (admin view)
Contents
In Live Now, learn how to see details about a visitor and their previous engagements with your company.
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)
Customer summary
Session cards
Session cards organize journey data so that you can see current and historical activity. Each card represents what the customer did during a particular period called a session.
The newest session card appears at the top. If the session card is blue, the customer is active on your website. After 30 minutes of inactivity, the card color changes to gray.- If the customer provides an email address or phone number after the current session begins, you may see more sessions because we try to match external contact records based on this data.
- We show data only about webpages that we track. If a customer leaves your website and then comes back, we do not show you where the customer went.
View journey details
To see more details about a card, click it. In this view, you see the journey map.
The visitor journey map indicates:
- Which pages a visitor saw and in what order
- The engagement types that the visitor had with an agent or with Genesys Predictive Engagement while on a page
- The segments that the visitor matched
- The outcomes that the visit achieved
- The searches that the visitor performed
- Traits of the visitor
The map updates in real time as the customer navigates your website, responds to interaction requests, and matches segments. To see the details of an item on the map, click its icon. For more information about the icons, see Journey map icons.
- You can expand multiple cards simultaneously.
- The color of a segment matched icon corresponds to the color of the actual segment.
View searches performed
Knowing what customers searched for on your website prepares you to answer questions that they may have. Search information appears in two places on the Predictive Engagement Customer Journey tab.
- In the journey map, click a search icon to see what the customer searched for at a specific point in the customer's journey.
- in the "Searches performed" section of the Predictive Engagement Customer Journey tab, you can view a list of all the terms that the customer searched for during the session.
Outcome predictions
Segments matched
Copy activity data
View more cards
}}