About segments

Segments organize users based on their shared characteristics.

Best practices and examples

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

• Best practices
• Examples

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 inactivate a segment
• Delete a segment

Conditions and operators

Conditions are the criteria by which Genesys Predictive Engagement assigns users to segments. Every condition must have an operator.

• [[ATC/Current/AdminGuide/About_conditions|]]
• 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 by segment match
• 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)