Searches performed (admin view)

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This topic is part of the manual Genesys Predictive Engagement Administrator's Guide for version Current of Genesys Predictive Engagement.

In Live Now, learn how to see what a customer has searched for on your website. This gives you insight into their specific questions and prepares you to better answer them.

Prerequisites

  • Configure the following permissions in PureCloud:
    • 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)

View searches performed

Each time a user searches your site, the URL for your webpage changes. Since Genesys Predictive Engagement tracks URL changes, the information about each user's specific searches can be displayed to your agents under Searches performed.
Important
In order for this to work, you must configure your URL search parameter in your site search settings.

View search details in the visit journey map

In the visit journey map, hover over a search icon to see what the customer searched for.
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