Cargo query

Terminal states for web chats are:

• Engaged
• Rejected
• Timed out
• Ignored
• Abandoned

For more information, see Define an action map's triggers.

For more information about web chat offering, see Offered action maps.

1. A visitor views a website that Genesys Predictive Engagement tracks.
2. Genesys Predictive Engagement monitors the visitor's behavior on the website and determines when to present a web messaging offer based on action map conditions.
3. The visitor receives the web messaging offer and either accepts, rejects, or ignores it.

• If you deployed the tracking snippet to your website, see ac('record')
• If you deployed the messenger snippet to your website, see Journey.record

For example:

• Button clicks (for example, add to cart, submit a form)
• Check out
• Play video
• In-page messaging (for example, wrong password, form errors)

For these custom web events, you can track custom attributes. When an agent clicks the event's icon on the customer journey map, the custom attributes and their corresponding values appear in the tooltip.

If you deployed the tracking snippet to your website and you use the Journey JavaScript SDK to capture a customer's personal data while they are on your website, it's possible for us to identify them. For example, you can use ac 'identify' and map traits to link visitor records.

If we are unable to verify that the customer has a corresponding customer record, the customer's name appears as "Unknown" in the session card.

• Page views (only available if you deployed the tracking snippet to your website)
• Custom web events
• Searches

For more information about web event tracking for billing purposes, see Billing and usage.

As the following section explains, you can change the names of the events and the information in the tooltip.

Each time a customer arrives on your website, a new web session begins. The web session ends when a customer is inactive for 20 minutes or longer.

Identify the website domains from which to accept web traffic.

1. In Admin in Genesys Cloud CX, open the Global Settings page and then click the Tracking Settings tab.
2. Specify the allowed domains.
   Tip

   Initially, configure only the allowed domains. Then use Live Now to verify that Genesys Predictive Engagement is tracking events. After basic tracking works, configure the rest of the web tracking settings.
3. Specify any excluded IP addresses.
4. Specify the short ID length.
5. Specify any URL query parameters for Genesys Predictive Engagement to ignore.
6. Indicate whether Genesys Predictive Engagement should keep URL fragments.
7. Specify any site search settings.
8. Save your changes.

To block an IP address, add it to the list of IP addresses to exclude.

IP filter: Specify either a single IP address or use CIDR notation to specify a range of IP addresses.

• Genesys Predictive Engagement supports both IPv4 and IPv6 protocols. For IPv6, Genesys Predictive Engagement supports the shorthand and expanded version.
• IP examples

Reference name for the IP filter: Specify a recognizable name for the IP address.

Valid IP addresses (IPv4)

Valid IPv4 CIDR input follows the format: <A valid IPv4 address>/<A number from 0-32>.

Valid IP addresses (IPv6)

Valid IPv6 CIDR input follows the format: <A valid IPv6 address>/<A number from 0-128>.

URL fragments appear after a URL. For example, in "predictive-engagement.com#pagename", #pagename is a URL fragment.

While URL fragments can identify specific webpages, they also have the potential to expose personally identifiable information, which violates GDPR. They can also result in an excess amount of tracking data.

Choose a short ID length that is long enough to be unique among all visitors that are active on your website currently. The more traffic your site gets, the longer your short ID should be. For example, if you always have less than 10,000 visitors at any time, a short ID length of 4 will suffice. If you could have more than 100,000 visitors at any one time, choose a short ID length of 6.

In the Genesys Predictive Engagement tab, you can access the following journey content for the currently active interaction:

• Visitor details and online presence status
• Visit details including
  • Real-time customer journey chart
  • Real-time view of matched segments
  • Real-time view of outcome scores

In Agent Workspace (Workspace Web Edition), customer journey information appears on the Journey tab. In Workspace Desktop Edition, customer journey information appears on the Altocloud tab. The information updates as you interact with the visitor.

1. Visitor details
2. Session details
3. Session journey
4. Searches performed
5. Segments assigned
6. Outcome scores
7. Location and technology

• Pages that a visitor saw and the sequence in which the visitor saw them
• Types of engagements that the visitor had with an agent or with Predictive Engagement while on a page, and when
• Segments that the visitor matched, and when

To see details about a point on the map, click the icon.

• To see what the visitor searched for at a specific point in the visitor's journey, in the journey map, click a search icon.
• To view a list of all the terms that the visitor searched for during the session, look in the "Searches performed" section.

1. Learn how Genesys Predictive Engagement engages your customers on your website.
2. Learn where you can see customer journey information.
   
3. Familiarize yourself with the different types of customer information that Genesys Predictive Engagement provides:
   • Customer journey map
   • Matched segments
   • Outcome scores
   • Additional_information

• The tab lists the different journeys. Click each journey item to view further details in the "Message Details" section. The message details section displays the details of the last queue and the most recent agent who last handled the interaction.
• Genesys Cloud visualizes bot-only conversation sessions (no agent) using the standard conversation session card, and will display data common to bot and agent conversations (e.g. channel, originating direction, duration, some status values)
• Data from the last 60 days are available on this tab.

The customer journey map has the following:

• Segments matched: A segment represents a group of customers that have something in common. For example, a segment might include all customers who use the same browser or are from the same geographic region. Segments appear in the order that Genesys Predictive Engagement assigns them to the customer. You can view the segments that a customer visit matched from both the segment icon on the journey map and from the "Segments" section. For more information about segments, see About segments.
• Searches performed: Knowing what customers searched for on your website prepares you to answer questions that they may have. You can view the search details from both the search icon in the customer journey map and from the "Searches" section.
• Outcomes matched: An outcome represents a particular goal and the colored bars represent the customer's progress toward that goal. For example, if the goal is to purchase a product, the customer's progress moves toward that goal when the customer puts an item in their shopping cart. These bars update in real time as the customer's progress changes. For more information about outcomes, see About outcome predictions and probabilities.
• Device information: Information about the website visitor's device, such as geographic location, device type, operating system, and browser. For information on the icons used to represent the device information, see Device icons.
• Agent and queue details: To view the agent and queue details, click the interaction. The journey tab displays the information at the bottom. If an interaction was transferred between different queues and agents, details of the last queue and agent are displayed.

• Voice
  • Inbound calls
  • Agent-initiated outbound calls
• Messaging
  • Web Messaging
  • Web chat
• Digital
  • Email
  • SMS
  • Agentless notifications (WhatsApp and SMS)
• Social media
  • WhatsApp
  • LINE
  • Twitter SM
  • Facebook messenger
• Website visits
  • Web Events (Genesys Predictive Engagement only)
  • Content Offers (Genesys Predictive Engagement only)

Customer journey information is not available for conversations from the following channels:

• Knowledge - Support center
• Agentless email notifications
• Campaigns, including callbacks
• Co-browse
• Instagram DM

Web messaging provides asynchronous conversation capabilities to your website visitors through a Messenger window. For example, visitors can message you, leave your website, and return later to pick up the conversation where they left off. The Messenger window can appear when a visitor takes a specific action that prompts a messaging offer, such as requesting a quote, or clicks an option to start a messaging interaction. If the visitor accepts the messaging offer or starts a messaging interaction, Genesys Predictive Engagement routes the interaction to an agent queue.

Following are the types of icons that could appear:

• Web messaging
• Web chat
• Form activity
• Journey shaping
• Miscellaneous
• Custom events
• Call

|+ !Icon !Tooltip !Description |-

|Chat offered |Genesys Predictive Engagement offered a chat to the user. |- | |Chat accepted |User accepted the offer to chat. |- | |Chat form completed |User completed the form to request a chat. |- | |Chat rejected |User rejected the offer to chat. |-

|Chat timed out |Offer to chat timed out before the user responded. |-

|Chat ignored |User left the website before responding to the chat offer. |-

|Chat error |Chat experienced an error. |}

You can access the following information, which is updated as you interact with the visitor:

• [[ATC/Current/AgentGuide/Customer journey|]]
• [[ATC/Current/AgentGuide/Matched segments|]]
• [[ATC/Current/AgentGuide/Outcome scores|]]
• [[ATC/Current/AgentGuide/Additional information|]]

1. Visitor information
2. Session information
3. Visit journey map
4. Searches performed
5. Segments assigned
6. Outcome scores
7. Location and technology

• Pages that a visitor saw and the sequence in which the visitor saw them
• Types of engagements that the visitor had with an agent or with Predictive Engagement while on a page, and when
• Segments that the visitor matched, and when

To see details about a point on the map, click the icon.

• To see what the visitor searched for at a specific point in the visitor's journey, in the journey map, click a search icon.
• To view a list of all the terms that the visitor searched for during the session, look in the "Searches performed" section.