Cargo query

A bar with green and red indicates that the visitor has not yet achieved the outcome. The amount of green indicates approximately how close the visitor is to achieving the goal. For more information on defining business outcomes, see Manage outcomes. For more information on how Genesys Predictive Engagement gathers and uses outcome data, see Outcomes overview.

For more information about Journey Outcomes, see the Journey Outcomes view in the Genesys Cloud CX Resource Center.

A column heading with an arrow indicates that you can click the arrow to sort the list by that entity. An upward-pointing arrow indicates that the list is in ascending order and a downward-pointing arrow indicates that the list is in descending order.

Now, the Outcome Score Service uses “sequence learning.” For each outcome configured, the Outcome Score Service manages a Machine Learning (ML) model that is trained exclusively on your organization’s customer journey data and tailored to your business objective. Each “sequence learning” model considers the full sequence of web events in the customer journey. These events include page views, form fills, searches, and your organization’s custom events. An event contains diverse attributes related to a customer (such as their geolocation and device type) and their website activity (such as search keywords). You can enrich events further with custom attributes that capture the unique properties of your data.

The Outcome Score Service transforms sequences of web events into an ML-friendly format and determines which features have the most predictive power. It uses customer journey data sampled from the previous week to train an ML model that identifies the patterns that are more predictive of outcome achievement. The Outcome Score Service monitors the performance of each model continuously, and retrains models regularly on the latest data. This process allows the system to react quickly to emerging trends and adapt to changes in the data.

By considering the full customer journey and managing a unique ML model tailored to each outcome, the Outcome Score Service can now identify more insightful patterns of behavior and provide a higher level of predictive power. Action maps backed by sequence learning are an even more powerful tool for offering the right engagement at the right moment.

We need to put this in plain English, but I want clarification before I begin...

Questions

Is this current-state, or tied to AI-23?

The best way to improve a model's predictions is to increase the number of achieved outcomes. In general, your dataset should contain several hundred positive examples for your model to be adequately trained to make reliable predictions.

Other factors can affect the accuracy of your model's performance, including:

• Total number of visitor journeys recorded
• Frequency that an outcome occurs in the data
• Richness of events that the visitor produces
  Tip

  You can exclude IP addresses to prevent events generated internally from influencing your models.

While the model is undergoing retraining, outcome scores are predicted using the previously trained version of the model. During the training process, agents can continue working as normal.

Each outcome score represents the likelihood that the visitor will achieve the particular business outcome, based on the actions the visitor has taken so far during the session or on other activities related to the visitor that are included in the appropriate events (for example, geolocation).

The model updates a visitor's score for each outcome in real-time, and a visitor's scores can change as they navigate your website.

To start the training:

1. Create an outcome.
2. Have visitors use your tracked website. To verify user activity, use Live Now.

Frequency capping stops web engagement offers when specific conditions are met during the same session. If your organization configured frequency capping at the global level, you can override those settings for this particular action map. When you override the settings, Genesys Predictive Engagement always offers the web engagement that this action map qualifies. All other action maps where the global setting isn't overridden are not affected.

• Some action maps use web actions. Web actions engage with a visitor directly. For example, you can create an action map that presents a web chat to visitors who go to a particular page for your current promotional campaign. The chat might ask the visitor whether they want to speak directly with someone in sales, who could then help them complete their purchase.
• Some action maps, such as Architect flows, use actions that react to visitor behavior, but do not interact with a visitor directly.

• Priority: The action map's priority determines which action map is offered in the event that multiple action maps are qualified for a visitor.
• URL: For web-based actions (web chats, web messaging, and content offers), you can apply an action map to specific webpages.
• Timing: When you select the action for an action map, you specify when the action works.
• Schedule: For action maps that offer web chats, you can select a schedule that indicates when the contact center is open to interact with visitors.
• Activation status: An action must be active for it to work.

When you create an action map, you define its trigger. The trigger determines when the action map is "qualified." When an action map is qualified, it means that Genesys Predictive Engagement could offer the action, depending on the other offer-related conditions.

An individual action maps can qualify only once for each session. If multiple action maps qualify during a given session, the number of actions that are offered depend upon the offer conditions, specifically the frequency capping settings.

The types of triggers that you can define are:

• Who the visitor is (what group or segment the visitor belongs to)
• What actions the visitor takes on your website (for example, searches for something or visits a specific page)

• If a visitor is progressing toward a business outcome, do not impede their progress by popping a chat window unnecessarily. Intervene only when a visitor's activity indicates that they are no longer on track to achieve the outcome that you want. To prevent this occurrence, use the drop in outcome scoring probability.
• Configure searching on your site to use the site search settings.
• Genesys Predictive Engagement tracks when a visitor does any of the following:
  • Completes fields in a form
  • Searches for something
  • Responds to a chat offer
  • Does not respond to a chat offer
  • Responds to a chat offer initially but then remains inactive until the offer times out
• Genesys Predictive Engagement can also track custom web events that you define. Then, you can configure the action map to trigger when one of these custom web events occurs. For example, you can implement a custom web event to track a visitor who adds an item to their shopping cart but then removes the item or abandons the shopping cart.
• The priority of an action map affects when it triggers. This priority is a relative setting, based on priorities of other action maps applied to the same webpage.

1. Prepare a Genesys Cloud CX integration and prepare the Genesys Cloud CX data actions.
2. In Genesys Cloud CX Architect, configure a workflow.
3. In Genesys Predictive Engagement, create an action map that uses an Architect flow action.
4. Monitor your Architect flow action with a report.

For specific integrations, see the following:

• Salesforce Lead Creation and Campaign Attribution integration

For more information about using Architect flow actions in a secure and compliant manner, see About security and compliance.

1. Import the necessary data actions for your integration:
   • Required data actions for the Salesforce Lead Creation and Campaign Attribution integration
2. Associate the data actions with your integration and configure them. The configuration options for the data action are specific to the data action itself. For more information about possible configuration options, see Data actions on the About Integrations page.
3. Save and publish your data actions.

• Required integration for Salesforce Lead Creation and Campaign Attribution integration

When you first install a Genesys Cloud CX integration, it has an active status. The integration must remain active for a Genesys Predictive Engagement Architect flow action to use it. To verify the status, check the setting of the Status toggle on the main Integrations page.

For each type of web-based offer, Genesys Predictive Engagement uses only one action map for a given segment, at a given time, on a given webpage.

• Example (multiple content offers or multiple web chats): If a visitor qualifies for multiple content offers or multiple web chats, Genesys Predictive Engagement chooses the action map with the higher priority.

• Example (one content offer and one web chat): If a visitor qualifies for both a content offer and a web chat, the visitor sees both offers.

In addition:

• If multiple action maps target the same segment at the same time, and they have the same priority, Genesys Predictive Engagement displays each action map a set percentage of the time. For example, if two action maps exist, Genesys Predictive Engagement displays each one 50% of the time. If three action maps exist, Genesys Predictive Engagement displays each one 33% of the time.
• If a visitor ignores an invitation to chat, but then goes to a web page where a higher priority action map is set to trigger, Genesys Predictive Engagement presents the visitor with the invitation to engage.

• Deleted or removed queues aren't available for selection.
• If a queue that you selected previously becomes unavailable, a warning appears next to the queue list box.
• If you do not select a queue and you configured a default or general queue, Genesys Predictive Engagement sends all engagements from this action map to the configured queue. Genesys Predictive Engagement doesn't make routing decisions; they are platform dependent.

• Action map conditions are met.
• URL conditions are verified.
• Throttling allows the chat. By default, throttling aims to have 80% of chats answered within 20 seconds.
  • For Genesys Engage on-premisess customers only, the Agent Pacing Service determines agent availability.
• Agents are on queue.
• Chat is within scheduled hours.

Genesys Predictive Engagement calculates the service level based on the queue's configuration in Genesys Cloud CX.

• If the lead exists, the workflow associates it with the campaign.
• If the lead does not exist, the workflow creates the lead and associates it with the campaign.

You can provide the campaign ID to the workflow directly. If you do not provide the campaign ID, the workflow attempts to extract the UTM campaign from the session ID to complete the association.

1. Download the Salesforce-Lead-Creation-And-Campaign-Attribution.i3WorkFlow
2. Associate the data actions.
3. Publish the workflow.
4. Switch to Architect to prepare the workflow.

1. Prepare your web campaign.
2. Create a dedicated Salesforce user.
3. Prepare the Salesforce data actions integration.
4. Prepare the Salesforce data actions.
5. Get the Salesforce Lead Creation and Campaign Attribution example workflow.
6. In Genesys Cloud CX Architect, prepare a workflow.
7. Prepare an action map to use the Architect flow action.
8. Monitor your Architect flow action with a report.
9. Genesys Cloud CX users: (Optional) Use scripts to help agents view and create a Salesforce lead:
   • Learn about the Salesforce Lead Creation and Campaign Attribution script
   • Download the Salesforce Lead Creation and Campaign Attribution script
   • Configure agent accounts
   • Communicate with agents about how to access and use the Salesforce Lead Creation and Campaign Attribution script

Prepare the Salesforce data actions integration

1. In Genesys Cloud CX, go to Admin > Integrations > Integrations.
2. Click + Integrations.
3. Install a Salesforce data actions integration.
4. On the Configuration tab, configure the credentials to use the dedicated Salesforce user account that you created in your Salesforce organization.

Prepare the Salesforce data actions

1. Download the required Salesforce data actions. For download links and descriptions, see the table that follows these instructions.
2. Import the data actions and associate them with the Salesforce data actions integration.
3. (Optional) test the setup of your contract.
4. Save and publish the data actions.

For more information about scripts, see:

• About scripting
• About widgets for web chat
• Use scripts

Create the action map

Override the default variable values

To create the new Salesforce lead with a richer set of journey data, override the default settings of these variables and tell Genesys Predictive Engagement where to obtain the user-specific values.

1. Next to the variable to override, under Action click Edit.
2. Select the Override the initial value for this action map check box.
3. From the New value list, select the value to send to the data action.
   • Static value: Unique identifier that Genesys Predictive Engagement creates for every user.
   • Session: Unique identifier that helps track user activity over time. For more information about using the session ID with Architect, see Get Journey Session action.
   • External Contact ID: Unique identifier that maps a user across the Genesys suite of products.
   • Other values:
     • Event attribute: If you trigger the action map based on a form_submitted event, the form fields appear here.
4. If a second list appears, select the source of the value.
5. Click Override.
6. Repeat these steps for all the variables to override.

• Integrations> Action > Execute permission
• Scripter > Published Script > View (to view agent-facing scripts)

Agents use the same dedicated Salesforce user account that Genesys Predictive Engagement uses to view and update leads in Salesforce.

1. Click here to download the Genesys Predictive Engagement-Salesforce-View-Create-Update-Lead-Script.script
2. Download the required data actions. For more information, see the following table.

Emergency schedule group: Set of schedules that you can activate in an emergency situation. When you activate the emergency group, all the action maps associated with the schedules in the group stop triggering. For more information about activating emergency groups, see Activate or deactivate an emergency group.

Source: Icon that represents the system in which the segment was created. For example, Genesys Cloud CX or a third-party system such as Adobe Experience Platform, Segment.io, Tealium AudienceStream, Emarsys, or Pega. If there are no segments from a third-party system, this column is hidden.

A column heading with an arrow indicates that you can click the arrow to sort the list by that entity. An upward-pointing arrow indicates that the list is in ascending order and a downward-pointing arrow indicates that the list is in descending order.

Name: Segment name.

Description: Segment description.

Type: Segment type (such as session or customer).

Segment Matches: Number of visitors matched to the segment.

Action Maps: Number of action maps configured to use the segment.

Outcomes Achieved: Number of outcomes achieved for the segment.

Active: Indicates whether the segment is ready to match visitors on your website.

Updated: Date the outcome was last modified.

Color: Background color to use when displaying the segment name (for example, in Live Now and the Action Map Report).

Options: Menu of options available for the segment, such as edit, delete, and duplicate.

For more information about Journey Segments, see the Journey Segments view in the Genesys Cloud CX Resource Center.

Updated: Date the segment was last modified in Predictive Engagement.

Description: Segment description.

Type: Segment type (such as session or customer).

Active: Indicates whether the segment is ready to match visitors on your website.

Color: Background color to use when displaying the segment name (for example, in Live Now and the Action Map Report).

Options: Menu of options available for the segment, such as edit, delete, and duplicate.

Segments appear in the order in which Genesys Predictive Engagement assigns them to the visitor.

For more information on defining segments, see Manage segments.

Removed custom sessions as part of AI-381 rollback.

1. Determine which snippet to use.
2. In Admin in Genesys Cloud CX, open the Global Settings page and then click the Tracking Snippet tab.
3. Copy the tracking snippet.
4. Paste the snippet. For more information about where to paste the snippet, see Deploy the snippet.
   

• uBlock Origin disables Genesys Predictive Engagement's tracking web beacons; this effectively prevents Genesys Predictive Engagement's tracking capabilities.
• uBlock Origin and uBlock Plus Adblocker block popular tag managers such as Adobe Tag Manager, Google Tag Manager, and more.

• About the data we track
• Predictive Engagement and GDPR
• Ad blockers
• About the tracking snippet
  • Types of snippets
  • Snippet recommendations
• Genesys Predictive Engagement and widgets
• Deployment overview

• If you use the traditional snippet, call ac('init') to initialize the Journey JavaScript SDK. For more information, see init.
• If you use the SPA snippet, use ac('load') to load the autotrackUrlChange module and initialize the Journey JavaScript SDK. For more information, see load and autotrackURLChange.

After you initialize the Journey JavaScript SDK, Predictive Engagement tracks pageview events when visitors arrive on your webpages. For more information, see Tracking methods.

• To customize how Genesys Predictive Engagement tracks activity on your website, see About event tracking with tag managers.
• To customize the Genesys Predictive Engagement tracking snippet with functions, see the Journey JavaScript SDK.

About deploying the snippet

• Deploy the widgets transport above the location where you deploy the Genesys Predictive Engagement tracking snippet.
• Deploy the Genesys Predictive Engagement tracking snippet on the main window of the website to track.
• Paste the tracking snippet in the head section of the website template page before the closing tag.
• Do not deploy the tracking snippet in an iframe.
• The Genesys Predictive Engagement tracking snippet loads JavaScript asynchronously without slowing down page loading. For more information about how the tracking snippet works, see About the tracking snippet.

Deployment instructions

• To deploy the tracking snippet manually, paste the copied snippet on your website.
• To deploy the tracking snippet using Google Tag Manager, see Deploy the tracking snippet with Google Tag Manager.
• To deploy the tracking snippet using Adobe Launch, see Use Adobe Launch with Genesys Predictive Engagement.
• To deploy the tracking snippet using another tag manager, see the tag manager vendor's instructions.

Web tracking

Use the Web tracking feature to specify the domains to track and configure web-related tracking settings.

Custom modules

Use a set of modules to enhance the functionality that the Journey JavaScript SDK provides.

Event tracking with tag managers

Use your tag manager to build custom tags and triggers that define how Predictive Engagement tracks activity on your website. For more information, see About event tracking with tag managers.

Domain and subdomain tracking with cookies

Use cookies to track domains and subdomains. For more information, see Cookies and Advanced tracking with cookies.

Website snippet

The Website snippet provides tracking support to traditional webpages that contain little or no dynamic content. Traditional websites load a new HTML page whenever the visitor navigates to a different URL. To provide tracking support to traditional webpages, the Website snippet calls ac('pageview') each time the web browser loads a new page.

SPA snippet

The SPA snippet can track activity on Single Page Applications (SPAs). SPAs load dynamic content on demand without requiring a hard reload of the HTML page. The SPA snippet can also track when visitors click relative links, which the Website snippet does not. The SPA snippet works on SPAs such as Angular, React, and Vue.js. For more information about the additional tracking options available with the SPA snippet, see autotrackURLChange.

Snippet recommendations

Troubleshoot the snippet

If the tracking snippet does not work properly when you load your web pages, check the following:

• Is the snippet on the correct page?
• Is the snippet in the correct place in the page header?
• Are the parameters defined correctly?
• Are there any typos, missing characters, or extra white space?
• Were any characters replaced with their printable equivalents?
• Is the domain on the list of allowed domains?

For more suggestions, see about deploying the snippet.

Error reference

Select the outcome for a visitor to achieve and then use the slider to specify the probability of the visitor achieving the outcome. Set likelihood to achieve outcome means that the likelihood of the visitor achieving the outcome is greater than or equal to the percentage that you set.

You can trigger action maps based on:

• Segment matches
• Visitor actions
• Business outcome probability

When a logged in user logs out and continues to use the website, Predictive Engagement considers the user as a new user and creates a new journey map for all actions of the unauthenticated user actions.

• In Genesys Predictive Engagement, is the action map that uses the Architect flow action active?
• In Genesys Cloud CX:
  • Is the Genesys Cloud CX integration assigned to the Architect flow action active?
  • Are the Genesys Cloud CX data actions published?
• In Architect, is the workflow saved and published?

1. Prepare an Architect flow, create an action map to use the Architect flow.
2. In the Set up an Action pane, click Configure Trigger Type.
3. Select the advanced orchestration action then click Architect flow.
4. Select the Architect flow to use with this action map. For more information about creating flows, see Prepare Architect components.
5. Override the default variables. Each data action that the Architect flow calls contains variables that are not set by default. These variables are placeholders that you can populate with visitor-specific data. For more information, see, Overrides for Salesforce Lead Creation and Campaign Attribution integration.
6. Specify when to activate the Architect flow action and the time period during which to use it.
   • Activation time
     • Immediately: Activate the Architect flow action as soon as a visitor arrives on your website.
     • On return to site: Activate the Architect flow action when a visitor returns to your website.
   • Time range: Time period to use the Architect flow action. To use the Architect flow action indefinitely, don't specify an end date.
7. Click Finish.

1. Prepare an inbound message flow or a bot flow and create an action map to use the inbound message flow.
2. In the Set up an Action pane, click Configure Trigger Type.
3. Select the advanced orchestration action and then click Inbound message flow.
4. Select the required inbound message flow to route the information.
5. Click Done.

1. Configure the report so that it displays the data that you want.
2. Download the report. The system downloads the report to your local Downloads folder.

About time values in exported reports

When you export a Visitor Activity report, the name of the exported file includes from- and to- timestamps in the standard ISO-8601 format (mmhhddmmyyyy).

If you import the CSV file into Excel, use the following formula to convert the ISO-8601 time formatted-cell to the Date type:

=DATEVALUE(MID(A1,1,10))+TIMEVALUE(MID(A1,12,8))"

(A1 represents the cell location of the first ISO-8601 time formatted cell in the Excel worksheet.)

1. Select "Device" and "Type."
2. Select the device type to filter:
   • If the device type is in the list, click it.
   • To search for the device type, type the first few letters of its name (not case-sensitive) and then click it.
   • To specify a device type not in the list, select "Other" and then type the device type (case-sensitive) in the box. For examples of device types, see Types of visitor attributes.
3. Filter the report.

You can filter by any combination of session segments and outcomes. You cannot filter customer segments.

1. Search for segments and outcomes by their names.
2. Select up to five session segments and five outcomes to filter.
3. To remove an item, click its X.

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.

|- | style="width: 58px;" data-mce-style="width: 58px;"|Icon | style="width: 955px;" data-mce-style="width: 955px;"|Description |-

| style="width: 955px;" data-mce-style="width: 955px;"|Email address |- | style="width: 58px;" data-mce-style="width: 58px;"|

| style="width: 955px;" data-mce-style="width: 955px;"|Email address |- | style="width: 58px;" data-mce-style="width: 58px;"|

| style="width: 955px;" data-mce-style="width: 955px;"|Email address I increased the zoom % before I took the screenshot |- | style="width: 58px;" data-mce-style="width: 58px;"| | style="width: 955px;" data-mce-style="width: 955px;"|Carrier |- | style="width: 58px;" data-mce-style="width: 58px;"| | style="width: 955px;" data-mce-style="width: 955px;"|Mobile phone |- | style="width: 58px;" data-mce-style="width: 58px;"| | style="width: 955px;" data-mce-style="width: 955px;"|Home phone |- | style="width: 58px;" data-mce-style="width: 58px;"| | style="width: 955px;" data-mce-style="width: 955px;"|Alternate phone |}

1. In Segments, under Visitor journey, click Add first activity.
2. In the Attribute box, select Event name.
3. In the Operator box, select equals.
4. In the Value box, type the name for your tag as you defined it in your ac('record') or Journey.record call.
   
   Important

   You must create a visitor journey attribute of the Event name type. Do not use the Custom attribute type.

• Adobe Launch
• Google Tag Manager (Predictive Engagement tracking snippet deployments only)

Predictive Engagement tracking snippet

If you deployed the Predictive Engagement tracking snippet, use the following example to create a timeOnPage6Secs event tag.

In the example:

• ac('record') is the function name
• timeOnPage6Secs is your event tag

For more information about the available Journey JavaScript methods you can use to create event tags, see the Journey JavaScript SDK.

Messenger snippet

If you are a Genesys Cloud CX customer and you deployed the Messenger snippet, use the following example to create a timeOnPage6Secs event tag.

In the example:

• Journey.record is the function name
• timeOnPage6Secs is your event tag

Each rule contains:

• An event that you want the rule to look for. For example, a visitor moves to another page on your website, presses a key, or scrolls on a page.
• Any conditions and exceptions for the event. For example, if the event occurs on a specific page or the event occurs after a certain amount of time passes.
• An action that you want the rule to take when the event occurs and its conditions are satisfied.

For more information about rules, see Rules in the Adobe Launch User Guide.

For more information about using Adobe Launch, see the Adobe Launch User Guide.

Configure a rule

Configure an action for the rule

This example shows how to use the Genesys Predictive Engagement extension to configure an action for the rule.

The Core extension is the default Adobe Launch extension. It contains default event types such as browser, form, keyboard, and page load. If necessary, you can install other extensions from the Adobe catalog (such as Facebook Pixel, and Google Analytics). For more information, see Adobe Extensions.

1. In the Adobe Launch catalog, search for and install the Genesys Predictive Engagement extension.
2. Provide your Genesys organization ID and your organization's region; and then save your changes. For more information about your organization ID, see View organization settings.
3. Create a rule:
   1. Add an event to the rule, select the Core extension, select the event type, and then save the event.
   2. Add an action to the rule, select the Genesys Predictive Engagement extension, and then select the Start Tracking (Website) or Start Tracking (SPA) action type. For more information about which type to use, see Types of tracking snippets.
      Important

      You can define an optional cookie prefix in the extension settings for your selected tracking snippet type.
   3. Save the action and then save the rule.
4. To deploy the Genesys Predictive Engagement tracking snippet to your website, enable the rule and then publish it.

Use the following tag to trigger an action map to offer a chat to a visitor when the visitor opens the "Contact Us" section of a page. The visitor's action indicates that the visitor is very likely to call the contact center.

Tag

|- ||Event Tag ||Action Map Trigger |- ||Add to cart ||Visitor removes an item from a cart. |- ||Remove from cart ||Visitor submits a form. |- ||Submit quote ||Visitor re-submits details multiple times into a free form box.
|- ||Multiple entries in box ||Visitor receives an error message after submitting a form. |- ||Adobe Analytics CMP Tracking in URL
||Visitor is on the checkout page and starts viewing other pages without returning to the checkout within 5 minutes. |- ||Scroll to Bottom ||Visitor scrolls to the bottom of a page. See the scenario. |}

• This trigger can fire either on all webpages or on a subset of pages that match the conditions that you specify
• Specify the vertical and horizontal scroll depths in either percent or pixels.
• Separate multiple values with commas.

Limitations

The trigger can run only once per webpage. You cannot reset it manually. If a page is not scrollable, the trigger always fires. To avoid the trigger always firing, wrap the tag with the following code:

Use the console to track all events on the webpage. You can see information such as which tags have or have not triggered, error messages, and values of the variables.

This example shows the Form Submission trigger, which launches when the visitor clicks Sign up to submit the form.

This video shows you how to use Google Tag Manager to deploy the Genesys Predictive Engagement tracking snippet on your website.

To deploy the Predictive Engagement tracking snippet, complete these steps:

1. In Google Tag Manager, create a new trigger and select DOM Ready as the type.
2. Create a new tag and select Custom HTML for the type.
3. Configure the tag to use the new DOM Ready trigger.
4. In Genesys Predictive Engagement, copy the tracking snippet.
5. In Google Tag Manager, paste the snippet in the new Custom HTML tag.
6. Save your changes and publish your workspace.

Genesys Cloud CX customers who want to use web messaging instead of web chat must use the Messenger snippet. This snippet deploys Predictive Engagement tracking on your website and also allows you to use the web messaging feature.

To deploy the Messenger snippet (available to Genesys Cloud CX customers only), complete these steps:

1. In Genesys Cloud CX Admin under Message, click Messenger Deployments.
2. Click the name of the Messenger deployment to deploy.
3. In the Deploy your snippet section, click Copy to Clipboard.
4. In Google Tag Manager, create a Custom HTML tag.
5. Paste the snippet into the body of the Custom HTML tag.
6. Enclose the JavaScript code with <script> tags. Ensure that you unescape the snippet code to remove the \n new line escaped characters.
7. Save the tag.
8. Select the All Pages trigger.
9. Save the tag with a meaningful name, such as Messenger Tag.
10. Click Submit and then click Publish. The tag publishes to all pages on your website.

For more information, see Deploy Messenger in the Genesys Cloud CX Resource Center.

For more information about using Google Tag Manager, see Google's Tag Manager Help.

Tag for web chat customers

The following tag only applies to customers using web chat. If you are a Genesys Cloud CX customer using web messaging, use the tag for web messaging customers.

Tag for web messaging customers

The following tag only applies to Genesys Cloud CX customer using web messaging. If you are using web chat, use the tag for web chat customers.

Tag for web chat customers

The following tag only applies to Genesys Cloud CX customers using web chat. If you are using web messaging, use the tag for web messaging customers.

Tag for web messaging customers

The following tag only applies to Genesys Cloud CX customers using web messaging. If you are using web chat, use the tag for web chat customers.

Assumptions

This tag assumes that there is a common Add-to-cart class for the Add to cart button, and that the class and button are used consistently across the site.

Approach

When a visitor clicks a button that uses the common Add-to-cart class, Genesys Predictive Engagement records a custom web eventCode.

HTML

Tag for web chat customers

The following tag only applies to customers using web chat. If you are a Genesys Cloud CX customer using web messaging, use the tag for web messaging customers.

Tag for web messaging customers

The following tag only applies to Genesys Cloud CX customers using web messaging. If you are using web chat, use the tag for web chat customers.

Assumptions

• Validation occurs on the backend.
• When a visitor clicks a button with the ID `promo-code-submit-button`, the promo code submits for validation.
• If the promo code is invalid, the frontend displays a message that has a class called `promo-code-error-message`.

Approach

1. Check whether the promo code validation error message is present after the form submits.
2. Wait 3 seconds after promo code submits to allow for backend validation of the promo code to complete and render on the frontend.
3. If the validation code is not valid, increment a counter. If the validation code is valid, set the counter to 0.
4. If the counter gets to 2, send the custom web event.

HTML before the visitor submits the form

HTML after the visitor enters an invalid code

Tag for web chat customers

The following tag only applies to customers using web chat. If you are a Genesys Cloud CX customer using web messaging, use the tag for web messaging customers.

Tag for web messaging customers

The following tag only applies to Genesys Cloud CX customer using web messaging. If you are using web chat, use the tag for web chat customers.

1. In Genesys Cloud CX Admin, create an action map.
2. Name the action map ScrollToBottom.
3. In the Select trigger section, click Segment match.
4. Click Show details and then click Select segments.
5. In the Select segments dialog box, select the ScrollToBottom segment.
6. Configure the rest of the action map as needed and then save it.
   

1. In Genesys Cloud CX Admin, create a segment.
2. Under Visitor Journey, click Add first event.
3. In the Session type box, click Web.
4. In the Event Details box, click event action.
5. In the Attribute box, click name.
6. In the Operator box, click equals.
7. In the Value box, type the name for your tag as you defined it in your ac('record') or Journey.record call and then click the checkmark.
   

If you deployed the Predictive Engagement tracking snippet, use the following example to create a ScrollToBottom event tag.

For more information about the available Journey JavaScript methods you can use to create event tags, see the Journey JavaScript SDK.

Messenger snippet

If you are a Genesys Cloud CX customer and you deployed the Messenger snippet, use the following example to create a ScrollToBottom event tag. For more information about the available plugins and their associated commands and events, see Commands and events in the Genesys Cloud CX Developer Center.

• Adobe Launch
• Google Tag Manager (Predictive Engagement tracking snippet deployments only)

1. In Segments, under Visitor journey, click Add first activity.
2. In the Attribute box, select Event name.
3. In the Operator box, select equals.
4. In the Value box, type the event name of your tag as you defined it in your ac('record') or Journey.record call.
   

Predictive Engagement tracking snippet

If you deployed the Predictive Engagement tracking snippet, use the following example to create a timerHasFired event tag.

In the example:

• ac('record') is the function name.
• timerHasFired is your event tag.
• {'timerName':'gtm'} is a custom attribute.

For more information about the available Journey JavaScript methods you can use to create event tags, see the Journey JavaScript SDK.

Messenger snippet

If you are a Genesys Cloud CX customer and you deployed the Messenger snippet, use the following example to create a timerHasFired event tag.In the example:

• Journey.record is the command.
• timerHasFired is your event tag.
• {timerName:gtm} is the custom attribute.

For more information about the available plugins and their associated commands and events, see Commands and events in the Genesys Cloud CX Developer Center.

• Adobe Launch
• Google Tag Manager (Predictive Engagement tracking snippet deployments only)

• How Pacing works
• Genesys Multicloud CX Prerequisites
• Provisioning
• Configuration
• Install the Pacing Service

When you add the snippet to a webpage, the tracking snippet loads the Journey JavaScript SDK whenever a visitor accesses a tracked page. To ensure that the process of loading the Journey JavaScript SDK does not cause the visitor to wait for the page to load, we cache the Journey JavaScript SDK in the visitor's browser and load it asynchronously.

Once loaded, the Journey JavaScript SDK:

• Creates a new script HTML element
• Sets the source attribute to the Genesys Predictive Engagement SDK’s URL
• Sets the async attribute to 1 (START_WIDGET277aea8c6a0415b7-178END_WIDGET)
• Adds the script element to the DOM
• Sets the name of the only global function exposed by the Genesys Predictive Engagement SDK to 'ac'
• Calls the ac function and runs the following commands:
  • init to set the organization ID and region, and to specify which account to send the data to
  • pageview to record an event when a page with the tracking snippet loads, allowing Genesys Predictive Engagement to track the visitor's journey across the website.

For more information about the the tracking method, see Web Tracking API.

Type: Object

Properties: See the following table.

Example

To create an event to track the number of clicks on the green button, use the customAttributes as follows:

Use events to track outcome value

Use the attributes within the autotrackClick SDK to track an outcome from action maps. You can further use the value set within the SDK to the define the value of the outcome. In this example, the value of a click is set at 100. This means that if the value of the outcome stands at 1000, the total number of clicks is 10 with a total value of 1000.

• AI-400 - Replace above section with following text for GA:
• Add first row to all autotrack events - without example.

Description: Identifies an array of click events to track.

Type: Object

Properties: See the following table.

Example

To create an event to track the number of clicks on the green button, use the customAttributes as follows:

Use events to track outcome value

Use the attributes within the autotrackClick SDK to track an outcome from action maps. You can further use the value set within the SDK to the define the value of the outcome. In this example, the value of a click is set at 100. This means that if the value of the outcome stands at 1000, the total number of clicks is 10 with a total value of 1000.

Type: Object

Properties: See the following table.

Example

Type: Object

Properties: See the following table.

Example

When the module loads, specify the identifier for the Adobe Analytics library on your webpage.

Type: Object

Properties: adobeAnalyticsObjectName

Example

The value that you provide is the name of the Adobe Analytics library scoped globally under window. So, if your tracker library is accessible under "window.customNameForAnalyticsLibrary," the config object looks like the following:

• Number or percent of Adobe Analytics Reporting segment visitors who accepted a chat and number that proceeded to place an order post-chat
  • Further breakdown by webpage and Adobe segment to reveal patterns of behavior
• Predictive Engagement as an influencing touchpoint on buying behavior
• Quantify orders or sales post-chat with attribution modeling within 30 days of the chat interaction
• Online revenue (transaction value) generated post-chat
• Conversion rate as a percent of overall visitors and as a percent of total chats engaged
• Funnel reporting to show chat impact on conversions
• Page reporting to show the number of pages with the highest number of offered and accepted chats
• Next and previous page flow reporting of web chat engagements
• Break down of web chat engagements by Adobe segments

States tracked

Following are the available web chat and content offer states tracked for Adobe Analytics.

Event information sent

Following are the event information that Genesys Predictive Engagement sends to Adobe Analytics as contextData variables for each state tracked.

1. Enable the following on your website:
   • Genesys Predictive Engagement chat
   • Integration with Adobe Analytics using this autotrackOfferStateChangesInAdobeAnalytics module
   • Adobe Analytics tracking including the Experience Cloud Identity Service
2. Genesys Predictive Engagement begins sending data tracking requests for each web chat and content offer state change event in real time to Adobe Analytics.
3. Configure processing rules in Adobe Analytics:
   • Identify which eVars to use and which action states to map. The eVars that you use vary based on the eVars in use in your report suite currently. We recommend that you create a new eVar for each piece of context data that the SDK module sends.
   • Map contextData variables to eVars and, if necessary, map contextData elements to props.
     The following image is an example of what the processing rules might look like in Adobe Analytics. Once the data is flowing correctly, eVar30 will contain a unique identifier for the proactive chat or content offer. eVar 31 will contain the state associated to the event. eVar32 will identify whether it was a web chat or content offer. eVar33 will contain the web session identifier associated to the visitor being offered the action.
   • Increment an event every time the state change tracking call is made.
4. Set up your Adobe Workspace dashboard with custom reporting (see reporting examples).

Type: Object

Properties: See the following table.

Example

• isUrlChange
• onUrlChange
• callback
• delay

Example

Your SPA page may use routers or relative links to change the page URL without changing the page title. In this case, the default ac('pageview') call tracks all page views as occurring on the same page. Visit journey information that appears in Live Now and the agent UI does not reflect actual visitor behavior. To change this behavior, customize the onUrlChange option as shown in the following example.

Example

This example sets a 1-second delay to give the application time to change the page title to match the current URL.

ac('load', 'autotrackUrlChange', { delay: 1000 });

Type: Function

Status: Default implementation available; can be overwritten

Returns: Boolean

Arguments: See the following table.

Example

This example shows how to exclude tracking when a visitor clicks relative links on a webpage.

Type: Function

Status: Default implementation available; tracks pageviews through ac('pageview'); can be overwritten

Returns: Void

Arguments: See the following table.

Example

Tracking subdomains in 2 different accounts

For tracking subdomains separately in 2 different accounts, you need to customize the Genesys Predictive Engagement tracking snippet to specify the desired domain in the init call:

To enable cross domain tracking, also known as site linking, to bundle together the traffic to both domains, modify the init call in the Genesys Predictive Engagement tracking snippet to allow auto linking to another domain. Suppose you have a site, example.com that links to example.co.uk and in opposite manner.

To enable tracking across both of these domains, modify the following in the Genesys Predictive Engagement tracking snippet in example.com:

Then, modify the Genesys Predictive Engagement tracking snippet in example.co.uk to also allow linking. Specifically, to accept the visitor tracking cookies from another site, and to enable auto linking to decorate all links pointing to example.com:

The following table provides details about the lifecycle of a content offer, including the events that can occur and the data that is available for use with the Events methods.

Terminal states for content offers are:

• Accepted
• Rejected
• Ignored

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

|- ||Cookie name ||Purpose ||Expiration details |- ||_ac_test
||Genesys Predictive Engagement uses this cookie to check whether the browser supports first-party cookies and whether Genesys Predictive Engagement can set the tracking cookies successfully. ||Immediately after it is set. |- ||_actmf
||Stores data submitted in a form and sends it on the next page load.
||If this cookie is not set before the visitor leaves the site, the cookie expires when the session expires.
|- ||_actmh ||Stores a hash of the visitor information that is passed when calling identify to minimize the number the times that this information is sent to the Genesys Predictive Engagement servers.
||
|}

Use customAttribute in the following cases:

• To display the information to an agent handling the interaction with customer or viewing customer's web session.
• To use the information to match segments or to trigger action maps.

• A maximum of 20 attributes is allowed for an event. When the number of attributes is greater than 20, the event is not recorded.
• A maximum of 50 unique attributes is allowed for an event type. When the number of unique attributes is greater than 50, the event types will not store the attribute definitions. However, the event will be processed as normal.
• For changing the event type and all associated custom attribute names and data types, use the Journey Event Types Public API. See Event types.

Ensure that the custom attribute you add to the event following the format below:

• Meaningful name - Since the custom attribute name is displayed as a tooltip for agents watching the customer journey and for administrators who add the event to a segment or an action, ensure you have a meaningful name with a quick recall value. For example: productPrice, totalValue, catalogNumber.
• Associated value - Genesys Cloud supports three primitive JavaScript types and one specific object type:
  • The primitive values supported are number, string, and boolean.
  • The customAttribute object type can have a dataType (of type integer, number, string, and boolean) and a value based on the specified dataType. For example, if the dataType is 'integer', the value could be 123.

In the following example, we have added the custom attribute to the event product_added to the record command.

• The attribute value cannot be null or undefined.
• The attribute value cannot be an empty string.
• The customAttribute must contain both dataType and value. Both the keys must contain a string value, and the value attribute must match the string you specified for the 'dataType'. For example, if the dataType is 'Boolean', the value can be 'True'. The value must not be set to 'Yes'.
• The attribute 'dataType' is associated with the specified event attribute when first processed. To use a different dataType, create an event with a different name or an attribute with a different name.

To configure Genesys Predictive Engagement to skip certain query parameters:

1. Log in as an administrator.
2. Go to Global Settings > Tracking Settings.
3. Provide a comma-separated list of the unwanted parameters in the Exclude URL Query Parameters field (for example: sessionid,var1,var2).