Genesys Predictive Engagement Administrator's Guide

Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.

Article	Description
Article	Description
About action maps	Learn how to create action maps that use different types of actions to enhance and extend a visitor's journey.
About actions	An action represents the steps to take to engage with visitors or to further related business outcomes.
About analytics	Learn how to evaluate how visitors use your website and determine the effectiveness of your action maps.
About Architect flow actions	Genesys Predictive Engagement integrates with third-party platforms using Genesys Cloud CX integrations, data actions, and Architect workflows.
About attributes	Attributes are conditions that affect when action maps trigger, and when users match segments and outcomes.
About compliance	Tracking sensitive customer data requires compliance with GDPR and other regulations.
About content offers	Learn how to create a content offer that engages visitors on your website and encourages them to take a pre-defined action.
About global settings	Learn how to configure Genesys Predictive Engagement at a global (organizational) level.
About journey data	Learn what types of customer journey data that you and your agents can see about a visitor's interactions with your website.
About journey shaping with sessions and events	Web sessions and conversation sessions provide rich context for agents about each customer's personal journey with your company.
About outcome predictions and probabilities	Genesys Predictive Engagement uses AI-powered machine learning to predict the probability of visitors achieving your unique business outcomes.
About segments	Learn how to identify (segment) visitors based on their shared characteristics. Later, you design action maps to engage specific segments of visitors and then filter by segments to evaluate how well you are engaging them.
About the data we track	Learn how Genesys Predictive Engagement tracks visitor activity on your website.
About the data we track	Genesys Predictive Engagement tracks data about what visitors do on your website.
About web chats	Learn how to work with web chats in Genesys Predictive Engagement.
About web messaging	Learn how to work with web messaging in Genesys Predictive Engagement.
Action map performance	Use the journey action map report from the Performance tab to view the performance of an action map.
Action map performance	Learn how to see when and how visitors interact with a specific action map.
Action maps overview	An action map represents the steps that Genesys Predictive Engagement takes to achieve a particular business result.
Action maps report	Learn how the action maps engaged with the visitors of your website.
Action settings	Configure frequency capping of web chats, content offers, and web messaging.
Additional information (admin view)	In Live Now, learn how to view details about a visitor's geographic location and the technology they use.
Apply an action map to specific webpages	Learn how to specify the webpages where an action map triggers.
Availability of analytics data	Learn how Genesys Predictive Engagement processes data for reports, how to view updated reports, and how to see more precise data in reports.
Best practices for segments	Learn about best practices for improving how you create outcomes.
Billing and usage	Understand how you can monitor your usage charges for Genesys Predictive Engagement events.
Campaign attributes	Learn about the types of attributes that allow you to use UTM parameters to track web activity for a specific campaign.
Configure a content offer action map	Learn how to configure an action map to use a content offer action.
Configure and deploy Genesys Messenger	Learn how to configure and deploy Genesys Messenger to your website.
Content offer lifecycle	See the lifecycle of a content offer and the metrics that we capture at each state along the way. We use lifecycle states in reporting and in determining the triggering behavior of action maps that use content offers.
Content offers overview	Learn how to use content offers to present special promotions and information to visitors.
Conversation sessions	Understand how to capture information about customer conversation interactions (phone calls and chats) and present it to agents.
Create a content offer	Learn how to create a content offer for your website.
Create a web chat offer	Learn how to create a web chat offer for your website.
Create a web messaging offer	Learn how to create a web messaging offer for your website.
Create an action map	Learn how to create an action map that Genesys Predictive Engagement uses to engage visitors.
Create attributes	Learn how to create attributes that identify which visitors belong to specific segments, which visitors achieve specific outcomes, and when to trigger action maps.
Custom attributes	Learn about custom attributes that allow you to identify groups of visitors based on characteristics and behaviors that are specific to your business.
Customer summary (admin view)	In Live Now, learn how to see details about a visitor and their previous engagements with your company.
Define an action map's triggers	Learn how to define a condition that causes Genesys Predictive Engagement to offer an action map to a particular visitor.
Deploy the tracking snippet	Deploy the Predictive Engagement tracking snippet to enable visitor tracking on your website.
Examples of segments	Review examples of segments to get ideas for your own segments.
General Data Protection Regulation (GDPR)	Learn how to use Genesys Predictive Engagement in a GDPR-compliant way.
Genesys Predictive Engagement Administrator FAQs	This page lists all FAQs for Genesys Predictive Engagement administrators.
Get started with Genesys Predictive Engagement for Genesys Multicloud CX	To use Genesys Predictive Engagement, Genesys Multicloud CX-based customers complete these initial tasks.
Get started with Genesys Predictive Engagement for Genesys Multicloud CX	Genesys Multicloud CX-based customers should complete these initial tasks in order to use Genesys Predictive Engagement.
Get started with Predictive Engagement for Genesys Cloud CX	To use Genesys Predictive Engagement, Genesys Cloud CX customers complete these initial tasks.
Get started with Predictive Engagement for Genesys Engage on-premises	To use Genesys Predictive Engagement, Genesys Engage on-premisess-based customers complete these initial tasks.
Get started with Predictive Engagement for PureConnect	To use Genesys Predictive Engagement, PureConnect customers complete these initial tasks.
How throttling works	Learn how throttling works for web chat offers. Feature coming soon: Web messaging This article applies only to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat.
Journey attributes	Learn about the types of attributes that identify visitors based on their shared behaviors. For example, completing a form or going to a specific webpage.
Live Now	Learn how to see real-time information about visitors on your website. Skip to the visit journey map or the description of the icons.
Manage outcomes	Learn how to define the business goals that you want to track and predict.
Manage segments	Learn how to manage segments that identify and classify visitors based on their shared behavior and characteristics.
Maximum entities allowed for an organization	View the maximum number of entities that you can create in your organization.
Maximum web tracking entries allowed for an organization	View the maximum number of web tracking conditions and parameters you can create in your organization.
Migrate from web chat offers to web messaging offers	Learn how to migrate your web chat offers to web messaging offers.
Monitor an Architect flow action's performance	Monitor an action map that uses an Architect flow action to evaluate how well it's working.
Monitor content offers	Determine how often visitors view and respond to your content offers.
Monitor web chat performance	Determine how well your web chat offers are performing.
Monitor web messaging performance	Determine how well your web messaging offers are performing.
Operators	Limited Availability Learn about the types of operators that you can use to create attributes.
Outcome performance	Use the outcome journey report from the Performance tab to view the performance of a determined outcome.
Outcome scores (admin view)	In Live Now, learn how to recognize when a visitor is or is not progressing towards one of your business goals.
Outcomes overview	Genesys Predictive Engagement's AI-powered outcome scoring service learns to predict your business outcomes using machine learning models that are unique to your business.
Override global frequency capping settings	Learn how to override the global settings for frequency capping.
Predictive Engagement tracking snippet	Learn about Genesys Predictive Engagement's tracking abilities and how you can start tracking visitors on your website.
Prepare Architect components	Prepare an Architect workflow to integrate Genesys Predictive Engagement with a third-party system.
Prepare Genesys Cloud CX components	Prepare a Genesys Cloud CX integration and data actions for use with an Architect flow action.
Prerequisites for Genesys Engage on-premises Deployments	Review the Genesys Predictive Engagement prerequisites for Genesys Engage on-premisess customers.
Prioritize an action map	Learn how to ensure that the most appropriate action map triggers when multiple action maps could present offers to visitors.
Route an action map to an agent queue	Learn how to route an action map to an agent queue for chat offers.
Salesforce lead creation and campaign attribution	Use Genesys Predictive Engagement to track campaign-related web activity and create leads with their associated campaign attributes in Salesforce. You can also provide agents with a script that they can use to create and update Salesforce leads.
Searches performed (admin view)	In Live Now, learn how to see what a visitor searched for on your website. This information provides insight into their specific questions and prepares you to answer them.
Segment performance	Use the journey segment report from the Performance tab to view the performance of a segment.
Segments assigned (admin view)	In Live Now, learn how to use segments to understand what characteristics or behaviors a visitor shares with other visitors.
Select a schedule	If your action map offers a web chat, you can select a schedule group to indicate when your agents are available to receive web chats. Using a schedule group ensures that agents have time to end chat interactions during their shifts.
Third-party integrations overview	Learn how to integrate Genesys Predictive Engagement with an external system using an Architect workflow, which is a webhook that provides real-time feeds.
Types of sessions	Learn about the types of sessions that Genesys Predictive Engagement uses to organize groups of related events.
Unknown visitors (admin view)	In Live Now, learn how to recognize when Genesys Predictive Engagement does not recognize a visitor.
Use action maps to trigger an advanced orchestration flow	Configure an action map to use an advanced orchestration flow action.
View action maps	Learn how to search for, create, edit, duplicate, and delete action maps.
View audit logs	Learn how to view Genesys Predictive Engagement audit logs.
View content offers	Learn how to create, edit, duplicate, revert, and archive content offers.
View outcomes	Learn how to search for, create, edit, duplicate, and delete outcomes.
View segments	Learn how to search for, create, edit, duplicate, and delete segments.
Visit journey map (admin view)	In Live Now, learn to use a graphical representation of a visitor's path through your website. This information provides the full context of a visitor's questions and can help you understand their needs. For more information about the icons, see icon descriptions.
Visitor Activity	Learn how to view usage data for your website.
Visitor attributes	Learn about the types of attributes that identify visitors based on characteristics like location, browser, device type, and so on.
Visitor journey attributes	Learn about the types of attributes that identify visitors based on their shared behaviors. For example, completing a form or going to a specific webpage.
Web chat lifecycle	See the lifecycle of a web chat and the metrics that we capture at each state along the way. Genesys Predictive Engagement uses lifecycle states for reporting and determining the triggering behavior of action maps that use web chats. Feature coming soon: Web messaging This article applies only to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat.
Web chat overview	Get an overview of web chats and how they work.
Web messaging overview	Learn about web messaging and how it works.
Web sessions	Learn how to capture information about customer activity on your website and present it to agents.
Web tracking	Configure how Genesys Predictive Engagement tracks visitors as they move through your website.

Configure Genesys Predictive Engagement for your organization.