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ATC/Current/AdminGuide/Create messaging offer Horizontal SelectAction Select the web messaging action
  1. Select the web messaging action and then click Next.
  2. If required, add a custom offer text message and click Done.
WebMessagingAction.png Image No
ATC/Current/AdminGuide/Custom attributes Vertical Custom attributes A custom attribute is any extra information that you want to send to Genesys Predictive Engagement through a call to ac ('record').

For example, an ecommerce site might add a 'packageDeliveryStatus' attribute to segment visitors whose packages have been shipped.

When you create action maps, segments, and outcomes, you can use custom attributes to tailor the system's behavior for your business.
Important
If you are creating a custom attribute for a web event, each expression can include only a single value (one string). You cannot create an expression that uses a list of values.
For more information, see Track custom attributes with ac ('record').
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ATC/Current/AdminGuide/Customer details Horizontal Copy activity data When viewing activity details, you can copy data (such as an email address) to the clipboard so that you can paste it elsewhere. CopyActivityData.png Image No
ATC/Current/AdminGuide/Customer details Horizontal Customer summary Customer summary details include the visitor's current status and the total number of times that they viewed any of your tracked web pages during the current session. 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 visitor journey map for all actions of the unauthenticated user. CustomerSummary_335.png Image No
ATC/Current/AdminGuide/Customer details Horizontal OutcomePredictions Outcome predictions 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. Outcomes.png Image No
ATC/Current/AdminGuide/Customer details Horizontal Searches Performed View searches performed Knowing what customers searched for on your website prepares you to answer questions that they may have. Search information appears in two places on the Predictive Engagement Customer Journey tab.
  • In the journey map, click a search icon to see what the customer searched for at a specific point in the customer's journey.
  • in the "Searches performed" section of the Predictive Engagement Customer Journey tab, you can view a list of all the terms that the customer searched for during the session.
SearchesPerformed2.png Image No
ATC/Current/AdminGuide/Customer details Horizontal SegmentsMatched 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. For more information about segments, see About segments. Segments.png Image No
ATC/Current/AdminGuide/Customer details Horizontal Session Cards Session cards Session cards organize journey data so that you can see current and historical activity. Each card represents what the customer did during a particular period called a session. The newest session card appears at the top. If the session card is blue, the customer is active on your website. After 30 minutes of inactivity, the card color changes to gray.
Important
  • If the customer provides an email address or phone number after the current session begins, you may see more sessions because we try to match external contact records based on this data.
  • We show data only about webpages that we track. If a customer leaves your website and then comes back, we do not show you where the customer went.
03_CollapsedCards.png Image No
ATC/Current/AdminGuide/Customer details Horizontal ViewJourneyDetails View journey details To see more details about a card, click it. In this view, you see the journey map.

The visitor journey map indicates:

  • Which pages a visitor saw and in what order
  • The engagement types that the visitor had with an agent or with Genesys Predictive Engagement while on a page
  • The segments that the visitor matched
  • The outcomes that the visit achieved
  • The searches that the visitor performed
  • Traits of the visitor

The map updates in real time as the customer navigates your website, responds to interaction requests, and matches segments. To see the details of an item on the map, click its icon. For more information about the icons, see Journey map icons.

Tip
  • You can expand multiple cards simultaneously.
  • The color of a segment matched icon corresponds to the color of the actual segment.
Important
If there are no segments, searches, or outcomes, there is no expanded view.
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.
Card expanded.png Image No
ATC/Current/AdminGuide/Customer details Horizontal ViewMore View more cards To see more cards, click Load More at the bottom of the list. LoadMore.png Image No
ATC/Current/AdminGuide/Customer details Vertical AI-381 updates Screenshot updates:

VisitorJourneySummary_new.png

VisitorJourneyDetails_new.png

Yes
ATC/Current/AdminGuide/Customer journey map Horizontal See point-in-time details To see more information about what the visitor did, rest your mouse on an icon. HoverDetails2.png Image No
ATC/Current/AdminGuide/Customer journey map Horizontal AboutIcons About the icons Icon descriptions: IconColors.png Image No
ATC/Current/AdminGuide/Customer journey map Horizontal ViewJourney View a visitor's journey The visit journey map indicates:
  • Which pages a visitor saw and in what order
  • The engagement types that the visitor had with an agent or with Genesys Predictive Engagement while on a page
  • When the visitor matched segments
To see URLs instead of page titles, click URL.
Important
If a logged-in user logs out, Predictive Engagement considers the user as a new user and creates a new journey map.

IconColorsSample.png Image No
ATC/Current/AdminGuide/Customer journey map Vertical ChatActivityIcons Chat icons This section only applies to customers using web chat.
Icon Tooltip Description
Chat offered.png Chat offered Genesys Predictive Engagement offered a chat to the visitor.
Chat accepted.png
Chat accepted Visitor accepted the offer to chat.
Chat requested.png Chat requested Visitor requested a chat.
Chat rejected.png
Chat rejected Visitor rejected the offer to chat.
Chat timed out.png
Chat timed out Offer to chat timed out before the visitor responded.
Chat ignored.png
Chat ignored Visitor left the website before responding to the chat offer.
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ATC/Current/AdminGuide/Customer journey map Vertical ContentActivityIcons Content offer icons
Icon Tooltip Description
Content offer offered.png
Content offer offered Genesys Predictive Engagement presented a content offer to the visitor.
Content offer opened.png
Content offer accepted Visitor accepted the content offer.
Content offer closed.png
Content offer rejected Visitor rejected the content offer.
Content offer timed out.png
Content offer timed out Content offer timed out before the visitor responded.
Content offer ignored.png
Content offer ignored Visitor left the website before responding to the content offer.
Yes
ATC/Current/AdminGuide/Customer journey map Vertical FormIcons Form-related icons
Icon Tooltip Description
Form submitted.png Form submitted Visitor submitted a form.
Form abandoned.png Form abandoned Visitor abandoned the form before completing it.
No
ATC/Current/AdminGuide/Customer journey map Vertical JourneyIcons Journey shaping icons
Icon Tooltip Description
Outcome achieved.png
Outcome achieved Visitor achieved one of your outcomes.
Segment matched.png
Segment matched Visitor matched one of your segments.
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ATC/Current/AdminGuide/Customer journey map Vertical MessagingIcons Messaging icons This section only applies to Genesys Cloud CX customers using web messaging.
Icon Tooltip Description
Chat offered.png Messaging offered Genesys Predictive Engagement offered messaging to the visitor.
Chat accepted.png
Messaging accepted Visitor accepted the messaging offer.
Chat requested.png Messaging requested Visitor requested messaging.
Chat rejected.png
Messaging rejected Visitor rejected the messaging offer.
Chat timed out.png
Messaging timed out Messaging offer timed out before the visitor responded.
Chat ignored.png
Messaging ignored Visitor left the website before responding to the messaging offer.
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ATC/Current/AdminGuide/Customer journey map Vertical MiscIcons Miscellaenous icons
Icon Tooltip Description
Page viewed.png
Page viewed Visitor viewed the page.
Important
It's possible for a web session card to have multiple page titles with the same name. If the URL of a page changes, a new line will form on the web session card and the URL will update. We aren’t facilitating dynamic values within a page if a visitor reloads the page.

Search.png Searched Visitor searched for something on your site.
DefaultATC.png
Default Default icon used when no other icon is applicable.
Error.png
Error An error occurred.
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ATC/Current/AdminGuide/Customer journey map Vertical PurchaseIcons Purchase-related icons
Icon Tooltip Description
Product added to cart.png
Product added to cart Visitor added a product to their shopping cart.
Product removed from cart.png
Product removed from cart Visitor removed a product from their shopping cart.
Checkout successful.png Checkout complete Visitor completed the checkout transaction.
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ATC/Current/AdminGuide/DeployTrackingSnippet Vertical AboutSnippet About the tracking snippet The Genesys Predictive Engagement tracking snippet that enables you to track visitor activity on your webpages. No
ATC/Current/AdminGuide/DeployTrackingSnippet Vertical DeploySnippetAdminUI Use the Admin UI The Predictive Engagement Admin UI also provides a way to copy and paste the tracking snippet.
  1. Copy and paste the code from this article, or go to Settings> Tracking Snippet.
  2. Copy the code.
  3. Paste the tracking snippet in the element of the website template page before the closing tag.
  4. Supply your organization ID and your Genesys data center.
Important
  • Do not load the Predictive Engagement tracking snippet unless the visitor provides consent to be tracked. For an example of how to do this, see [[ATC/Current/Developers/GDPRReqs|]].
  • The last argument in the Predictive Engagement tracking snippet is 'ac'. If your webpage or any third-party JavaScript uses this variable name globally, pass a custom value.
  • When you call `ac`, the commands after it, such as init, pageview, and so on, are queued. When the website template file is completely downloaded, the queued commands are executed.
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ATC/Current/AdminGuide/DeployTrackingSnippet Vertical DeploySnippetTagMgmt Use a tag management system To easily deploy the tracking snippet, use a tag management system such as Google Tag Manager, Tealium, Adobe, and any others that provide the option to add custom JavaScript code. No
ATC/Current/AdminGuide/DeployTrackingSnippet Vertical prerequisites Prerequisites In order to deploy the Genesys Predictive Engagement tracking snippet on your website, you will need:
  • Your organization ID
  • Your organization region

If you access the tracking snippet through the Admin UI, you these values are already inserted in the tracking snippet.

If you do not know which region your organization is in, contact customercare@genesys.com.

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ATC/Current/AdminGuide/Entities Limit Vertical ActionMapLimit Action map-level limits The following table lists the maximum number of triggers you can create for an action map:
Item Limit
Segments 75
Event attributes 15
No
ATC/Current/AdminGuide/Entities Limit Vertical OrgLimit Organization-level limits Genesys Predictive Engagement is pre-configured with a limit on the number of entities that you can create. This prevents the system from being overloaded with excessive requests and reducing the performance and stability. As an administrator, you cannot increase the limit that has been set on the different entities. However, should you have further questions, please reach out to your local Genesys representative. Contact My Support.

The following table lists the maximum number of entities you can create in your organization:

Entity Limit
Outcomes 10
Outcome predictor 10
Action maps 200
Content offers 400
Segments 500
Web events in a session 500
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ATC/Current/AdminGuide/Entities Limit Vertical OutcomeLimit Outcome-level limits The following table lists the maximum number of entities you can create for an outcome:
Item Limit
Visitor attributes 15
Events 10
Event attributes 15
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ATC/Current/AdminGuide/Entities Limit Vertical SegmentLimits Segment-level limits The following table lists the maximum number of entities you can create for a segment:
Item Limit
Visitor attributes 15
Events 10
Event attributes 15
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ATC/Current/AdminGuide/GDPR Vertical
Important
This article only applies 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.For web messaging, tracking starts as soon as you deploy Genesys Messenger to your web site. Deployment implies acknowledgment that you are aware of the implications of capturing data.
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ATC/Current/AdminGuide/GDPR Vertical Conditions for consent If you identified consent as the most appropriate lawful basis for processing end customer personal data, then the following conditions should be met when obtaining consent:
  • You must be able to demonstrate that the data subject has consented to processing of his or her personal data. That means you should maintain a record or audit trail of consent being given.
  • If the data subject's consent is given in the context of a written declaration which also concerns other matters, the request for consent shall be presented in a manner which is clearly distinguishable from the other matters, in an intelligible and easily accessible form, using clear and plain language.
  • The data subject shall have the right to withdraw his or her consent at any time. The withdrawal of consent shall not affect the lawfulness of processing based on consent before its withdrawal. Prior to giving consent, the data subject shall be informed thereof. It shall be as easy to withdraw as to give consent.
  • When assessing whether consent is freely given, utmost account shall be taken of whether, among other things, the performance of a contract, including the provision of a service, is conditional on consent to the processing of personal data that is not necessary for the performance of that contract.

If you identified consent as the most appropriate lawful basis for processing end customer personal data, consider what consent was given before calling the following functions:

  • ac('init',...) starts Genesys Predictive Engagement tracking on your website
  • ac('record',...) allows Genesys Predictive Engagement tracking of custom visitor actions on your website
  • ac('identify',...), is used to identify visitors
For more information about these functions and others where you might need to consider consent, see Tracking with Predictive Engagement.
Important
If you require consent to be GDPR-compliant, obtain that consent before passing any personally identifiable data to Genesys Predictive Engagement.
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ATC/Current/AdminGuide/GDPR Vertical GDPR compliance As part of the Genesys Cloud CX platform, Genesys Predictive Engagement complies with GDPR regulations. For more information about Genesys Cloud CX and GDPR, see Genesys Cloud CX and GDPR compliance.

Genesys Cloud CX provides a GDPR API. The GDPR API is the preferred self-service solution for Genesys Cloud CX customers to respond to GDPR requests. The GDPR API enables responses to data subject requests to access, rectify, or delete their personal data in Genesys Cloud CX.

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ATC/Current/AdminGuide/GDPR Vertical Genesys Predictive Engagement considerations For the purposes of GDPR compliance, Genesys is a data processor on behalf of customers who use the Genesys Predictive Engagement product. You, our customers, are the data controllers of the personal data that you collect from your end customers, the data subjects. This article describes how to adhere to GDPR consent requirements, should you identify consent as the most appropriate lawful basis for processing personal data. Note that there is no ‘right’ or ‘wrong’ lawful basis for processing personal data; the GDPR requires that data controllers consider the most appropriate lawful basis. For more information about what to consider when determining the most appropriate lawful basis, see Lawful basis interactive guidance tool.

Genesys Predictive Engagement collects data about visitors' activities on business websites. It uses machine learning and AI to analyze customer-generated events (page views, searches, form-fills, and chats) to determine the probability of a specific customer achieving a specific outcome. An outcome is an event the business wants to maximize or minimize. Example outcomes are making a purchase, signing up for a webinar, or filling out a complex form online. For more information about how Genesys Predictive Engagement uses cookies to track visitor activity on websites, see Cookies.

Businesses use end-customer data that Genesys Predictive Engagement collects for three primary purposes:

  • Customer support - proactive or AI-driven engagement through chat and callback offers;
  • Sales engagement - proactive or AI engagement through chat, callbacks, and content offers;
  • Marketing - proactive or AI; for example, sign-up for an event or webinar through a content offer.
If you are still unsure whether you should obtain the data subject's consent to process their personal data, consult your legal advisor.
Important
Genesys does not pass end-customer personal data processed through Genesys Predictive Engagement to any advertising or re-targeting companies. End-customer personal data processed through Genesys Predictive Engagement may be shared with business-integrated tools such as Salesforce and Marketo. Sharing only happens when one of our business customers configures that behavior for their organization.
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ATC/Current/AdminGuide/GDPR Vertical Stop tracking How to stop tracking if a visitor revokes consent For more information about how to stop tracking when a visitor revokes consent, see Stop tracking if a customer revokes consent. No
ATC/Current/AdminGuide/Get Started GenesysCloud Vertical
Important
Predictive Engagement works with web chat; however, we encourage you to use the new web messaging feature to replace web chat.
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ATC/Current/AdminGuide/Get Started GenesysCloud Vertical For more information No
ATC/Current/AdminGuide/Get Started GenesysCloud Vertical WebChat Get started with Predictive Engagement and web chat
  1. Fulfill prerequisites for Genesys Predictive Engagement feature enablement, license, permissions, and widget configuration and deployment on your website.
  2. Review the supported web browsers listed in the Genesys Cloud CX system requirements.
  3. Prepare the required Genesys Cloud CX domains.
  4. Update your web pages with the Predictive Engagement tracking snippet.
  5. Configure web tracking.
    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.
  6. Create segments.
  7. Create outcomes.
  8. Create actions.
  9. Create content offers
  10. Create action maps.
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ATC/Current/AdminGuide/Get Started GenesysCloud Vertical WebMsg Get started with Predictive Engagement and web messaging Complete the following procedures:
  1. Fulfill prerequisites for Genesys Predictive Engagement feature enablement, license, and permissions.
  2. Review the supported web browsers listed in the Genesys Cloud CX system requirements.
  3. Prepare the required Genesys Cloud CX domains.
  4. Configure messenger and deploy it to your website.
    Tip
    After you configure the allowed domains, use Live Now to verify that Genesys Predictive Engagement is tracking events.
  5. Configure web tracking.
  6. To use Predictive Engagement commands and events to track website activity, do the following:
    1. Load the Genesys( ) Global function.
    2. Subscribe to the Journey.ready event and then verify in your console log that the Journey plugin is working correctly.
    3. To track page views, use the Journey.pageview command.
    4. To record custom web events, use the Journey.record command.
  7. Create segments.
  8. Create outcomes.
  9. Create action maps.
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ATC/Current/AdminGuide/Get Started GenesysEngage-cloud Vertical Overview
  1. Work with your Genesys Support team to complete the initial integration with Genesys Multicloud CX.
  2. Fulfill prerequisites for Genesys Multicloud CX Deployments.
  3. Configure permissions and routing logic.
  4. Log in to Predictive Engagement.
  5. Create segments
  6. Create outcomes.
  7. Monitor web activity with LiveNow.
  8. Configure your web pages.
  9. Create actions.
  10. Create action maps.
  11. Receive chats in Agent Workspace.
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ATC/Current/AdminGuide/Get Started GenesysEngage-cloud Vertical ForMoreInfo For more information No
ATC/Current/AdminGuide/Get Started GenesysEngage-onpremises Vertical Complete the following procedures
  1. Provision Genesys Multicloud CX hybrid integrations.
  2. Fulfill prerequisites for Genesys Engage on-premisess Deployments.
  3. Review the supported web browsers listed in the Genesys Cloud CX system requirements.
  4. Prepare the required Genesys Cloud CX domains.
  5. Deploy the Genesys Predictive Engagement Plugin for Workspace Desktop Edition.
  6. Configure the Agent Pacing Service.
  7. In the Genesys Cloud CX Admin menu, assign permissions to your users.
  8. Update your web pages with the Predictive Engagement tracking snippet.
  9. Configure Web tracking.
    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.
  10. Create segments
  11. Create outcomes.
  12. Create actions.
  13. Create action maps.
  14. Use LiveNow to see visitor activity on your website.
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ATC/Current/AdminGuide/Get Started GenesysEngage-onpremises Vertical ForMoreInfo For more information No
ATC/Current/AdminGuide/Get Started PureConnect Vertical Complete the following procedures
  1. Verify prerequisites for PureConnect.
  2. Configure Predictive Engagement in PureConnect.
  3. Review the supported web browsers listed in the Genesys Cloud CX system requirements.
  4. Prepare the required Genesys Cloud CX domains.
  5. Update your webpages with the Genesys Predictive Engagement tracking snippet.
  6. Configure Web tracking.
    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.
  7. Create segments
  8. Create outcomes.
  9. Create actions.
  10. Create action maps.
  11. Use LiveNow to see customer activity on your website
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ATC/Current/AdminGuide/Get Started PureConnect Vertical ForMoreInfo For more information No
ATC/Current/AdminGuide/Get Started PureEngage Cloud Vertical Overview
  1. Prepare your tenant.
  2. Configure permissions and routing logic.
  3. Log in to Predictive Engagement.
  4. Create segments
  5. Create outcomes.
  6. Monitor web activity with LiveNow.
  7. Configure your web pages.
  8. Create actions.
  9. Create action maps.
  10. Receive chats in Agent Desktop.
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ATC/Current/AdminGuide/How throttling works Vertical How throttling works Genesys Predictive Engagement monitors the states of chat engagements to track the service level observed on a queue. Genesys Cloud CX calculates the service level according to the standard Genesys Cloud CX formula. Genesys Cloud CX uses the observed service level values to predict the service level on the queue for the next minute. If the service level is predicted to fall below the configured service level for the queue, Genesys Predictive Engagement throttles the number of chat offers to improve the service level. Once the service level is predicted to be at or above the configured service level, Genesys Predictive Engagement reduces throttling and offers more actions.
Important
 
  • Service level throttling only applies for web chat action maps when Route when agents are available is enabled on the action map.
  • The service level configured for the queue is not a target that throttling aims to achieve; instead, it's the minimum under which throttling starts. Observed service levels on a queue may be above the configured service level.
  • Short abandons don't count toward service level calculations for throttling purposes.
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ATC/Current/AdminGuide/How throttling works Vertical Service level threshold The service level threshold defaults to 80 percent, but you can modify it in the queue configuration in Genesys Cloud CX. For Genesys Multicloud CX, use a public API to modify the service level threshold. For more information, see Update a single action target. No
ATC/Current/AdminGuide/How throttling works Vertical What throttling does In Genesys Predictive Engagement, throttling is the process of limiting the number of web chat offers to protect your agent queues from being overwhelmed with an influx of proactive chat offers. Throttling doesn't attempt to optimize for a specific metric or KPI. Rather, it reacts to signs of queue saturation and attempts to reduce the rate of incoming chats to mitigate the queue saturation. No
ATC/Current/AdminGuide/How throttling works Vertical ServiceLevelFormula Service level formula The service level formula is:

(nengaged - noverSla) / (nengaged + nabandoned)

nengaged = number of engaged actions

noverSla = number of actions that take longer than the service level target value to go from started to engaged

nabandoned = number of abandoned actions

The service level target defaults to 20 seconds, but you can modify it in the queue configuration in Genesys Cloud CX. For Genesys Multicloud CX, use a public API to modify the service level target. For more information, see Update a single action target.

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ATC/Current/AdminGuide/Journey action map report Horizontal To know about the information available in the different columns of the journey action map reports, see action map report.

For more information about the granular performance of individual action maps, click the action map name. The report specific to the action map opens. For more information about the configuration and the other options within action map reports, see individual action map performance report.


JourneyActionMap.png Image No
ATC/Current/AdminGuide/Journey action map report Horizontal To view the individual outcomes that are impacted by each action map, click the maximize arrow mark at the bottom of the outcome number mentioned. The outcomes that are impacted appear.

To view the performance of a specific outcome, click the outcome name. The outcome report appears.

ActionMapDetailed.png Image No
ATC/Current/AdminGuide/Journey action map report Vertical To know more about customization of the report to suit your needs, see customization of journey action map report. No
ATC/Current/AdminGuide/Journey action map report Vertical JourneyActionMapPerformance The Journey action maps report displays the performance of your action maps. For example, the number of times an action map qualified to be offered to a visitor. Learn how visitors interacted with a specific action map and which outcome achievements were attributed to each action map.

Use the journey action map performance reports to view the following:

  • All the action maps configured in your organization and their overall effectiveness.
  • The number of actions that are offered, accepted, blocked, and rejected in each of the action map.
  • The number of individual outcomes that are impacted by each action map.
  • The number of individual outcomes that are impacted after action map engaged.

To view the report, go to Performance > Predictive Engagement, and then Journey Action Map. The following report appears.

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ATC/Current/AdminGuide/Journey outcome report Horizontal To know about the information available in the different columns of the journey outcome report, see outcome report.


JourneyOutcome.png Image No
ATC/Current/AdminGuide/Journey outcome report Horizontal The journey outcome report provides the performance of outcomes. With information available on the performance of the outcomes (with and without engagement), and the action maps and segments that influence them, you can configure the outcomes to suit your business needs.

To view the action maps and segments the outcome is influenced by, click the maximize arrows at the bottom of the respective cell. Click the relevant action map or the segment, and the action map performance report and the segment performance report appear.

OutcomeDetailed.png Image No
ATC/Current/AdminGuide/Journey outcome report Vertical The Journey outcomes report displays the outcomes that were achieved by a visitor after an engagement. For example, the number of outcomes that were achieved by a visitor using an action map.

To view the report, go to Performance > Predictive Engagement, and then click Journey Outcomes. The following report appears.

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ATC/Current/AdminGuide/Journey outcome report Vertical To know more about customization of the report to suit your needs, see customization of journey outcome report. No
ATC/Current/AdminGuide/Journey segment report Horizontal To know about the information available in the different columns of the journey segment report, see segment report.


JourneySegment.png Image No
ATC/Current/AdminGuide/Journey segment report Horizontal Use the journey segment performance report to view a count of segment matches, the action maps that the segment is used in, and the outcomes the segment is achieving. To view the action maps the segment is used in or the outcomes the segment is achieving, click the maximize arrow at the bottom of the respective cell. The action map performance report and outcome performance report appear. SegmentDetailed.png Image No
ATC/Current/AdminGuide/Journey segment report Vertical The Journey segments report displays the performance of specific segments of visitors and how well you are engaging them. For example, the number of outcomes that were achieved by session segments and customer segments.

To view the report, go to Performance > Predictive Engagement, and then Journey Segments. The following report appears.

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ATC/Current/AdminGuide/Journey segment report Vertical To know more about customization of the report to suit your needs, see customization of journey segment report. No
ATC/Current/AdminGuide/JourneyAttributes Horizontal VisitorAttributes Visitor attributes Visitor attributes identify visitors based on characteristics like location, browser, device type, and so on.
Tip
If you want to match based on a non-numeric criteria, such as the name of a browser, select the like or not like operator.
VisitorAttsPEPC.png Image No
ATC/Current/AdminGuide/JourneyAttributes Vertical AboutVisitAttsJourney About visitor and journey attributes When you create segments or outcomes, you define visitor and journey attributes:
  • Visitor attributes are characteristics that all the visitors in the group share. Examples of visitor attributes are visitors who use Chrome and visitors from Canada.
  • Journey attributes are actions on your website that all the visitors in the group have taken. Examples include completing a form or going to a specific webpage.
Important
When you create a segment or outcome, you can specify any combination of visitor attributes and visitor journeys for a segment. The more of these conditions you define, the more specific the segment, and the fewer number of visitors who belong to it.

You must specify at least one visitor attribute or visitor journey per segment or outcome.

You complete the same process of defining visitor attributes and visitor journeys when you create both segments and outcomes. However, visitor attributes and visitor journeys are not shared across segments and outcomes.
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ATC/Current/AdminGuide/JourneyAttributes Vertical UTMParms Campaign attributes Some visitor attributes are campaign attributes because they track activity for specific campaigns. These attributes work with UTM parameters, which are added into page URLs by analytics tools such as Google Analytics, so that you can analyze website activity using campaign information. The following table describes the available campaign attributes in Genesys Predictive Engagement

For more information about Google Analytics, see Custom campaigns.

Attribute name UTM parameter name as it appears in a webpage URL or search string
Campaign source 'utm_source'
Campaign medium 'utm_medium'
Campaign name 'utm_campaign'
Campaign term 'utm_term'
Campaign click ID 'gclid'
Campaign network 'network'
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ATC/Current/AdminGuide/JourneyAttributes Vertical VisitorAttributeTypes Types of visitor attributes
Important
The system doesn't validate free form text. If you misspell a value, the segment doesn't trigger. For example, typing "moble" instead of "mobile" as the device category.
Attribute name Description Examples
Device category Category of device that the visitor is using. desktop

mobile

other

tablet

Device type Type of device that the visitor is using. Apple

Archos

Asus

Google

HTC

Huawei

Nokia

Samsung

SUN Microsystems

Unknown

OS family Operating system family that the visitor is using. Android

Chrome OS

Firefox OS

Google

iOS

Linux

Mac OS

Mac OS X

Tizen

Unknown

Windows 9x

Windows CE

Windows NT

Windows Phone

Ubuntu

Browser family Browser family that the visitor is using, including all versions of the browser within that family. Chrome

Firefox

HTC_HD2_T8585 Opera

IE Mobile

Internet Explorer

Opera

Safari

SamsungBrowser

Viera

Browser version Major version of the browser that the visitor is using. 55
Campaign source* A search engine, newsletter, or other source (UTM parameter). direct

adWords

Google

Campaign medium* Medium such as email or cost-per-click (UTM parameter). direct

organicsocialppcwebsite-ppc

Campaign name* Specific product promotion or strategic campaign (UTM parameter). test campaign

Summer19

Campaign term* Keywords for this ad (UTM parameter). device

trialsubscription

Campaign content* Ads or links that point to the same URL (UTM parameter).
Campaign Click ID* Unique number that generates when a potential customer clicks an affiliate link (UTM parameter). CjwKCAiA1ZDiBRAXEiwAIWyNC2J6QZBJYwXHJPsZ

khECGKaZ7nRjmNEQzmn1Hqh8Labvn3FQ-Tn1pRoCEDYQAvD_BwE

Campaign network* Ad network to which the click ID belongs (UTM parameter). search network

display network

Country Visitor's country. United States
City Visitor's city or town. Chicago
Region Visitor's region.

To track by U.S. states, supply the 2-digit state code (all caps).

Midwest

IN

Post code Visitor's postal code. 60610
CCA2 code Two-letter country code. US
Browser language code Language to which the visitor's browser is set. en-gb

Standard browser language codes

Organization name Organization name derived from the IP. alto-universal.com
Referral URL Referrer page URL. https://alto-universal.com/auto#quote-details
Referral hostname Referrer host or hostname. alto-universal.com


No
ATC/Current/AdminGuide/JourneyAttributes Vertical VisitorJourneys Journey attributes
Important
 
  • The system doesn't validate free form text. If you misspell a value, the segment doesn't trigger. For example, typing "ACB Retailer" when the page title is "ABC Retailer".
  • When specifying time for a custom web event, include milliseconds.
  • When specifying numeric values for a custom web event, only numeric relational operators are available. For example, say you have a custom event called "CartValue" and you want to target all customers who have a cart value of $100 or more. You would select the "greater than or equal to" operator and type 100 in the value box. Note: You can include decimal points but not the currency symbol.
Attribute name Description Example
Event name Represents actions that occur on your website. For example, object clicked (such as a button, link, or menu option), error generated, inactivity detected, URL changed, or scroll detected.

For more information about configuring events, see https://all.docs.genesys.com/Draft:ATC/Current/SDK/About_modules.

The recommended format is object_action.

  • button_click
  • link_click
  • page_scroll
  • key_press
  • textbox_entry
Page URL URL of the page. Full protocol required. https://www.genesys.com/?s&q=predictive%20engagement
Page title Meta title of the page (not the heading on the page). Contact Us
Page hostname Host name of the page's URL. app.genesys.cloud
Page domain Domain of the page's URL. app.genesys.cloud
Page fragment Fragment of the page's URL, sometimes called a named anchor. It usually appears at the end of a URL and begins with a hash (#) character followed by the identifier. #/journey/segment/create
Page keywords Keywords from the HTMLmetatag of the page. contact
Page pathname Path name of the page. /journey/admin/
Search query Represents the keywords in a visitor's search query. test
URL query string Query string that passes to the page in the current event. q=test
Custom attribute Allows you to identify groups of visitors based on characteristics and behaviors that are specific to your business. packageDeliveryStatus
No
ATC/Current/AdminGuide/Live Now Horizontal See who is active on your website The Live Now view shows who is active on your website. In Admin in Genesys Cloud CX, open the Live Now page.


LiveNow_new.png Image No
ATC/Current/AdminGuide/Live Now Vertical
Action Description
Last Active (1) The last active reflects the visitor's status on your website:
  • Green: Visitor is active on your website.
  • Yellow: Visitor has been inactive for 45 seconds. For example, the visitor minimized the browser window or is looking at a different site in a separate tab. It remains inactive unless the customer triggers another web event (for example, a page view), at which point the interaction shows as “live” again.
  • For past interactions, the date the interaction occurred appears.
View visitor details (2) To see the details about a visitor, click the visitor's name. For more information about the types of details available, see Customer summary (admin view).
View the webpage the visitor is on (3) To see the webpage that the visitor is on currently, click the link under Browsing.
Filter by segments (4) To see only visitors who belong to specific segments, in the Choose segments list, select the segment.

You can select active segments that display to agents. For more information about configuring these options, see Manage segments.

For more information on how to create and use segments, see About segments and Trigger an action map based on segment match.

Search for visitors (5) You can search for visitors by their:
  • Name
  • Browsing website
  • Location

For example, a search for "Atl" displays visitors from Atlanta. A search for "Ho" displays all visitors who are browsing the "Home Insurance" webpage and the visitors in the "Hot Prospect" segment.

Search is not case-sensitive.

Refresh (6) Live Now displays the most recent information of all the sessions listed on the page. To view the newer web sessions (that are not listed yet), click Refresh.
Yes
ATC/Current/AdminGuide/Maintain Horizontal ChangeStatus Change the status of an action map When you create an action map, it is active and ready to trigger on your site immediately. To prevent an action map from triggering, slide the toggle to No. The toggle is also available when you create or edit an action map. ActivePEPC.png Image No
ATC/Current/AdminGuide/Maintain Horizontal CreateActionMap Create an action map To create an action map, click Create action map and then follow the instructions in Create an action map. CreateActionMapsOption.png Image No
ATC/Current/AdminGuide/Maintain Horizontal Delete Delete an action map To delete an action map permanently, search for the outcome, click the Delete menu option, and then confirm.
Important
Deletion is permanent. To suspend the action map from triggering, change its status to inactive.
DeletePEPC.png Image No
ATC/Current/AdminGuide/Maintain Horizontal Duplicate Duplicate an action map To simplify the process of creating an action map, duplicate an existing one. Search for the action map to duplicate and then click the Duplicate menu option. The duplicate action map displays in edit mode. Specify a new name for the duplicate action map and then modify the remaining information as appropriate. ActionMapsDuplicate.png Image No
ATC/Current/AdminGuide/Maintain Horizontal Edit Edit an action map To modify an action map, search for it and then click the Edit menu option. Follow the instructions in Create an action map. ActionMapsEdit.png Image No
ATC/Current/AdminGuide/Maintain Horizontal Search Search for an action map Type one or more characters (not case-sensitive) for which to search. As you type, only the action maps that match your criteria appear in the list.

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.

ActionMapsViewPEPC.png Image No
ATC/Current/AdminGuide/Maintain Horizontal ViewActionMaps View action maps list Name: Action map name.

Updated: Date the action map was last modified in Predictive Engagement.

Type: Type of web action associated to the action map, such as web chat or content offer.

Active: Indicates whether the action map is active and ready to trigger on your website.

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

ViewActionMaps.png Image No
ATC/Current/AdminGuide/Maintain Vertical JourneyActionMapsSummaryView View action map report To learn how visitors interacted with a specific action map and whether the outcome of the action map was achieved, see the Action maps report. For more information about action maps view, see Journey Action Maps view in the Genesys Cloud CX Resource Center. No
ATC/Current/AdminGuide/Manage outcomes Horizontal CreateOutcome Create or edit an outcome

Entity Description
Outcome Details
Name Descriptive name of the outcome.
Description (Optional) Description of the outcome.
Status Outcomes are active by default.  When an outcome is active, it is ready to use on your web site. To deactivate an outcome temporarily, slide the toggle to No. To remove an outcome permanently, delete it instead.
Define your outcome conditions
Session type Select the type of session:
  • Web session: An example of a web session is when a user goes to your website and completes a form to place an online order. The associated events for the web session are: visitor visiting a website, visitor filling out the online order form, and visitor submitting the form. For more information, see Web sessions.
First event Attributes that identify visitors based on shared behaviours. For example, completing a form or going to a specific webpage.
Assign value to first event When you create an outcome, you can attach a perceived value to quantify the benefit of the specified outcome. For example, you can derive the value of an abandoned cart by creating an outcome. In the Value field, provide a value to be extracted from the outcome that you are tracking. Currently, only numeric value types are supported.

Important You can assign a value only to the event you added last. For example, if define a series of three events to achieve your outcome, you can assign a value only to the third event.

Define your visitor characterstics
Visitor attributes Attributes that identify visitors based on characteristics such as location, browser, or device type
No
ATC/Current/AdminGuide/Manage outcomes Horizontal VisitorAttributes Visitor attributes For more information about visitor attribute operators, see operators.

For more information about visitor attributes that enable UTM-tracking of campaign-specific activities, see Visitor attributes.


Important
The system doesn't validate free form text. If you misspell a value, the segment doesn't trigger. For example, typing "moble" instead of "mobile" as the device category.
Attribute name Description Examples
Device category Category of device that the visitor is using. desktop

mobile

other

tablet

Device type Type of device that the visitor is using. Apple

Archos

Asus

Google

HTC

Huawei

Nokia

Samsung

SUN Microsystems

Unknown

OS family Operating system family that the visitor is using. Android

Chrome OS

Firefox OS

Google

iOS

Linux

Mac OS

Mac OS X

Tizen

Unknown

Windows 9x

Windows CE

Windows NT

Windows Phone

Ubuntu

Browser family Browser family that the visitor is using, including all versions of the browser within that family. Chrome

Firefox

HTC_HD2_T8585 Opera

IE Mobile

Internet Explorer

Opera

Safari

SamsungBrowser

Viera

Browser version Major version of the browser that the visitor is using. 55
Campaign source* A search engine, newsletter, or other source (UTM parameter). direct

adWords

Google

Campaign medium* Medium such as email or cost-per-click (UTM parameter). direct

organicsocialppcwebsite-ppc

Campaign name* Specific product promotion or strategic campaign (UTM parameter). test campaign

Summer19

Campaign term* Keywords for this ad (UTM parameter). device

trialsubscription

Campaign content* Ads or links that point to the same URL (UTM parameter).
Campaign Click ID* Unique number that generates when a potential customer clicks an affiliate link (UTM parameter). CjwKCAiA1ZDiBRAXEiwAIWyNC2J6QZBJYwXHJPsZ

khECGKaZ7nRjmNEQzmn1Hqh8Labvn3FQ-Tn1pRoCEDYQAvD_BwE

Campaign network* Ad network to which the click ID belongs (UTM parameter). search network

display network

Country Visitor's country. United States
City Visitor's city or town. Chicago
Region Visitor's region.

To track by U.S. states, supply the 2-digit state code (all caps).

Midwest

IN

Post code Visitor's postal code. 60610
CCA2 code Two-letter country code. US
Browser language code Language to which the visitor's browser is set. en-gb

Standard browser language codes

Organization name Organization name derived from the IP. alto-universal.com
Referral URL Referrer page URL. https://alto-universal.com/auto#quote-details
Referral hostname Referrer host or hostname. alto-universal.com
SegmentVisitorAttributes.png Image No
ATC/Current/AdminGuide/Manage outcomes Vertical To simplify the process of creating an outcome, duplicate an existing outcome.
Important
 
  • You must specify as least one condition.
  • Starting on June 14, 2021, you can no longer create more than 10 outcomes. To create an outcome after you reach the outcome limit, delete an existing outcome. For more information, see Outcome limitation change.
No
ATC/Current/AdminGuide/Manage outcomes Vertical RelatedArticles Related articles No
ATC/Current/AdminGuide/Manage outcomes Vertical VisitorJourneyAttributes Visitor journey attributes When you define a condition that includes a visitor journey attribute, Genesys Predictive Engagement matches visitors based on whether they take the action. For example, visitors who complete a form, go to a specific webpage, or add a product to their shopping cart but don't complete the purchase.For more information about visitor journey attribute operators, see operators.
Important
To track a more complex visitor journey, define multiple conditions. Genesys Predictive Engagement evaluates all conditions in the visitor journey sequentially, in the order that you define them.
Important
 
  • The system doesn't validate free form text. If you misspell a value, the segment doesn't trigger. For example, typing "ACB Retailer" when the page title is "ABC Retailer".
  • When specifying time for a custom web event, include milliseconds.
  • When specifying numeric values for a custom web event, only numeric relational operators are available. For example, say you have a custom event called "CartValue" and you want to target all customers who have a cart value of $100 or more. You would select the "greater than or equal to" operator and type 100 in the value box. Note: You can include decimal points but not the currency symbol.
Attribute name Description Example
autotrackClick To track when and where a visitor clicks on a webpage. For more information, see autotrackClick. Clicks 'More' button.
Custom attribute Allows you to identify groups of visitors based on characteristics and behaviors that are specific to your business. packageDeliveryStatus
Event name Represents actions that occur on your website. For example, object clicked (such as a button, link, or menu option), error generated, inactivity detected, URL changed, or scroll detected.

For more information about configuring events, see About modules.

The recommended format is object_action.

  • button_click
  • link_click
  • page_scroll
  • key_press
  • textbox_entry
form:track To track the value of webpage form submissions. For more information, see forms:track. sign-up-form
Page URL URL of the page. Full protocol required. https://www.genesys.com/?s&q=predictive%20engagement
Page title Meta title of the page (not the heading on the page). Contact Us
Page hostname Host name of the page's URL. app.genesys.cloud
Page domain Domain of the page's URL. app.genesys.cloud
Page fragment Fragment of the page's URL, sometimes called a named anchor. It usually appears at the end of a URL and begins with a hash (#) character followed by the identifier. #/journey/segment/create
Page keywords Keywords from the HTMLmetatag of the page. contact
Page pathname Path name of the page. /journey/admin/
Search query Represents the keywords in a visitor's search query. test
URL query string Query string that passes to the page in the current event. q=test
No
ATC/Current/AdminGuide/Manage segments Horizontal AI-317 Replace screen capture and edit table in "Create or edit a segment" section
Entity Description
Segment expiration For customer segments only!

This feature isn't available for session segments. Number of days that the segment remains assigned to a customer profile before the segment assignment expires. The minimum number of days that you can assign is 2 and the maximum number of days is 60. Segment expiration only applies to segments that you assign after you set the expiration days. Segment expiration does not apply to segments that you assigned before setting the expiration days.

Display to Agent For session segments only!

This feature isn't available for customer segments. Session segments display to agents by default. Agents can see when Genesys Predictive Engagement matches visitors to a segment. However, not all segments are relevant to all agents. For example, a segment that matches based on a visitor's search for a specific product that an agent does not support. Or, a segment that matches based on sensitive personal data or data that an agent should not see because of privacy restrictions.

To prevent agents from seeing a segment, slide the toggle to No.
Important
Segments that don't display to agents appear in Live Now and reports. The segments can also trigger action maps. These segments remain in a customer's record.
SegmentCreate.png Image Yes
ATC/Current/AdminGuide/Manage segments Horizontal CreateSegment Create or edit a segment To simplify the process of creating a segment, you can duplicate an existing segment.
Important
 
  • If you are creating a session segment, you must specify at least one condition.
  • If you specify multiple conditions, the segment matches a visitor only when all the conditions match.
  • To create a segment after you reach the 500 segment limit, delete an existing segment.

Entity Description
Name Descriptive name of the segment.
Description (Optional) Description of the segment.
Visitor attributes Attributes that identify visitors based on characteristics such as location, browser, or device type.
Visitor journey Attributes that identify visitors based on their shared behaviors. For example, completing a form or going to a specific webpage.
Session type Session type for grouping data about a visitor's activities.
Segment display color Background color to use when displaying the segment name (for example, in Live Now and the Action Map Report).
Display to Agent Session segments display to agents by default. Agents can see when Genesys Predictive Engagement matches visitors to a segment. However, not all segments are relevant to all agents. For example, a segment that matches based on a visitor's search for a specific product that an agent does not support. Or, a segment that matches based on sensitive personal data or data that an agent should not see because of privacy restrictions. To prevent agents from seeing a segment, slide the toggle to No.
Important
Segments that don't display to agents appear in Live Now and reports. The segments can also trigger action maps. These segments remain in a customer's record.
Active Segments are active by default.  When a segment is active, it is ready to match visitors on your web site.

To deactivate a segment temporarily from matching, slide the toggle to No. To remove a segment permanently, delete it.

SessionSegment.png Image No
ATC/Current/AdminGuide/Manage segments Horizontal EditThirdParty AI-318 Edit segments from third-party system

New section for AI-318.

Your organization can create segments in a third-party system (such as Adobe Experience Platform, Segment.io, Tealium AudienceStream, Emarsys, or Pega) and use the segments in Predictive Engagement. The only segment information that you can edit in Predictive Engagement is the Predictive Engagement-related information. Any segment information that you change in Predictive Engagement does not update in your third-party system.

For more information about including segments from a third-party system, see /api/v2/journey/segments in the Genesys Cloud CX Developer Tools.


AI-318 Add sentence

Add the following sentence to the "Create or edit a segment" section when AI-318 releases:

To edit a segment from a third-party system, see Edit segments from third-party system.


Entity Description
Segment Source Third-party system where your organization created the segment.
Segment Name Name of the segment in your third-party system.
Name Descriptive name of the segment in Predictive Engagement. Changing this name does not change the segment name in the third-party system.
Description (Optional) Description of the segment in Predictive Engagement.
Segment display color Background color to use when displaying the segment name (for example, in Live Now and the Action Map Report).
Display to Agent This feature isn't available for segments from a third-party system.
Important
Segments that don't display to agents appear in Live Now and reports. The segments can also trigger action maps. These segments remain in a customer's record.
Active Segments are active by default.  When a segment is active, it is ready to match visitors on your web site.

To deactivate a segment temporarily from matching, slide the toggle to No. To remove a segment permanently, delete it.

CustomerSegmentThirdParty.png Image Yes
ATC/Current/AdminGuide/Manage segments Horizontal SelectSegmentType Select segment type
Feature coming soon: Customer segments

If you are creating a segment, specify whether to create a session or customer segment. A session segment expires when the single session ends. A customer segment persists across sessions.

SelectSegmentType.png Image No
ATC/Current/AdminGuide/Manage segments Horizontal SessionTypes Visitor journey session types For more information about web session, see Web sessions. {| class="wikitable"

|+ !Session type !Example !Example events in the session |- |Web |A user goes to your website and completes a form to place an online order. |

  1. Go to the website.
  2. Go to the online order form.
  3. Complete the form.
  4. Submit the form.

|}

SessionType.png Image No
ATC/Current/AdminGuide/Manage segments Horizontal VisitorAttributes Visitor attributes For more information about visitor attribute operators, see operators.

For more information about visitor attributes that enable UTM-tracking of campaign-specific activities, see Campaign attributes.

Important
The system doesn't validate free form text. If you misspell a value, the segment doesn't trigger. For example, typing "moble" instead of "mobile" as the device category.
Attribute name Description Examples
Device category Category of device that the visitor is using. desktop

mobile

other

tablet

Device type Type of device that the visitor is using. Apple

Archos

Asus

Google

HTC

Huawei

Nokia

Samsung

SUN Microsystems

Unknown

OS family Operating system family that the visitor is using. Android

Chrome OS

Firefox OS

Google

iOS

Linux

Mac OS

Tizen

Unknown

Windows 9x

Windows CE

Windows NT

Windows Phone

Ubuntu

Browser family Browser family that the visitor is using, including all versions of the browser within that family. Chrome

Firefox

HTC_HD2_T8585 Opera

IE Mobile

Internet Explorer

Opera

Safari

SamsungBrowser

Viera

Browser version Major version of the browser that the visitor is using. 55
Campaign source* A search engine, newsletter, or other source (UTM parameter). direct

adWords

Google

Campaign medium* Medium such as email or cost-per-click (UTM parameter). direct

organicsocialppcwebsite-ppc

Campaign name* Specific product promotion or strategic campaign (UTM parameter). test campaign

Summer19

Campaign term* Keywords for this ad (UTM parameter). device

trialsubscription

Campaign content* Ads or links that point to the same URL (UTM parameter).
Campaign Click ID* Unique number that generates when a potential customer clicks an affiliate link (UTM parameter). CjwKCAiA1ZDiBRAXEiwAIWyNC2J6QZBJYwXHJPsZ

khECGKaZ7nRjmNEQzmn1Hqh8Labvn3FQ-Tn1pRoCEDYQAvD_BwE

Campaign network* Ad network to which the click ID belongs (UTM parameter). search network

display network

Country Visitor's country. United States
City Visitor's city or town. Chicago
Region Visitor's region.

To track by U.S. states, supply the 2-digit state code (all caps).

Midwest

IN

Post code Visitor's postal code. 60610
CCA2 code Two-letter country code. US
Browser language code Language to which the visitor's browser is set. en-gb

Standard browser language codes

Organization name Organization name derived from the IP. alto-universal.com
Referral URL Referrer page URL. https://alto-universal.com/auto#quote-details
Referral hostname Referrer host or hostname. alto-universal.com
SegmentVisitorAttributes.png Image No
ATC/Current/AdminGuide/Manage segments Horizontal VisitorJourneyAttributes Visitor journey attributes When you define a condition that includes a visitor journey attribute, Genesys Predictive Engagement matches visitors based on whether they take the action. For example, visitors who complete a form, go to a specific webpage, or add a product to their shopping cart but don't complete the purchase.For more information about visitor journey attribute operators, see operators.
Important
To track a more complex visitor journey, define multiple conditions. Genesys Predictive Engagement evaluates all conditions in the visitor journey sequentially, in the order that you define them.
Important
 
  • The system doesn't validate free form text. If you misspell a value, the segment doesn't trigger. For example, typing "ACB Retailer" when the page title is "ABC Retailer".
  • When specifying time for a custom web event, include milliseconds.
  • When specifying numeric values for a custom web event, only numeric relational operators are available. For example, say you have a custom event called "CartValue" and you want to target all customers who have a cart value of $100 or more. You would select the "greater than or equal to" operator and type 100 in the value box. Note: You can include decimal points but not the currency symbol.
Attribute name Description Example
autotrackClick To track when and where a visitor clicks on a webpage. For more information, see autotrackClick. Clicks 'More' button.
Custom attribute Allows you to identify groups of visitors based on characteristics and behaviors that are specific to your business. packageDeliveryStatus
Event name Represents actions that occur on your website. For example, object clicked (such as a button, link, or menu option), error generated, inactivity detected, URL changed, or scroll detected.

For more information about configuring events, see About modules.

The recommended format is object_action.

  • button_click
  • link_click
  • page_scroll
  • key_press
  • textbox_entry
form:track To track the value of webpage form submissions. For more information, see forms:track. sign-up-form
Page URL URL of the page. Full protocol required. https://www.genesys.com/?s&q=predictive%20engagement
Page title Meta title of the page (not the heading on the page). Contact Us
Page hostname Host name of the page's URL. app.genesys.cloud
Page domain Domain of the page's URL. app.genesys.cloud
Page fragment Fragment of the page's URL, sometimes called a named anchor. It usually appears at the end of a URL and begins with a hash (#) character followed by the identifier. #/journey/segment/create
Page keywords Keywords from the HTMLmetatag of the page. contact
Page pathname Path name of the page. /journey/admin/
Search query Represents the keywords in a visitor's search query. test
URL query string Query string that passes to the page in the current event. q=test
SegmentVisitorJourneyAttributes.png Image No
ATC/Current/AdminGuide/Manage segments Vertical AI-23 Add to "Create or edit a segment" section

For more information about the number of segments that you can create for your organization, see Limits for Genesys Predictive Engagement objects.

(Adding the link to the Object_limits article causes the article not to save. So, add it at publication time.)

Yes
ATC/Current/AdminGuide/Manage segments Vertical Related articles No
ATC/Current/AdminGuide/Messaging migration Vertical MigrationTasks Migration tasks To migrate your web chat offers to web messaging offers, complete the following tasks:
  1. Ensure that your organization completed the applicable migration tasks in the Web chat to web messaging migration guide.
  2. In Genesys Cloud CX, configure and deploy Messenger. Ensure that you turn on Track customer journey data to allow Predictive Engagement to track visitors on your website.
  3. In Predictive Engagement, edit each action map that uses the web chat action and change the action type to web messaging. There isn't an automated process to switch your action maps from web chat to web messaging. So, you must update each action map manually.
  4. Have your website developer complete the tasks to migrate your website. These tasks include removing certain methods and code from your website; and running commands and subscribing to events to track website activity.
No
ATC/Current/AdminGuide/Messaging migration Vertical Overview Overview The new web messaging feature in Genesys Cloud CX replaces web chat. With web chat, your website developer configured and deployed a web chat widget to your website. Your developer also deployed the Genesys Predictive Engagement tracking snippet to your website.

With web messaging, you configure web messaging and Genesys Messenger in Genesys Cloud CX and then deploy the Messenger snippet to your website. The Messenger snippet replaces the tracking snippet and eliminates the need for the web chat widget to capture journey insights.

No
ATC/Current/AdminGuide/Messenger configuration Horizontal CreateDeployment Create a Messenger deployment After saving a version of the Messenger configuration, create a deployment in Genesys Cloud CX and assign the configuration to it. Then, deploy the Messenger snippet to your website. You can deploy the snippet manually or using Google Tag Manager. For more information, see Deploy Messenger in the Genesys Cloud CX Resource Center.
Tip
Use Live Now to verify that Genesys Predictive Engagement is tracking events.


Important
You can have multiple active deployments; however, you can only have one active deployment per domain.
For more information about how developers can deploy Messenger, see Deploy Messenger in the Genesys Cloud CX Developer Center.
MessengerDeploy.png Image No
ATC/Current/AdminGuide/Messenger configuration Horizontal DefineMsgExp Define the messaging experience Define the messaging experience in Genesys Cloud CX and then save the configuration as a new version. For more information, see Configure Messenger in the Genesys Cloud CX Resource Center.
Important
To track journey data for visitors to your website, turn on Track customer journey data.
For more information about how developers can configure Messenger, see the following in the Genesys Cloud CX Developer Center:
MessengerConfigApps.png Image No
ATC/Current/AdminGuide/Messenger configuration Horizontal DefineMsgLook Define the Messenger window appearance Define the appearance of the Messenger window in Genesys Cloud CX. For more information, see Configure Messenger in the Genesys Cloud CX Resource Center.

For more information about how developers can configure Messenger, see the following in the Genesys Cloud CX Developer Center:

MessengerConfigAppearance.png Image No
ATC/Current/AdminGuide/Messenger configuration Horizontal Overview Configuration and deployment overview To use web messaging on your website, configure a Messenger window and deploy it to your website. Messenger allows website visitors to interact with bots and agents.

You can create multiple configurations and then choose which one to deploy. For example, if you have multiple domains, you might want to assign a different configuration to each domain, or assign the same configuration to all your domains. Or, you might want to have a different configuration for specific situations, such as holidays.  

You can configure and deploy Messenger through Genesys Cloud CX (preferred method), or developers can configure and deploy Messenger using public REST APIs and the Messenger JavaScript SDK. For more information about how developers can configure and deploy Messenger, see Get started with web messaging in the Genesys Cloud CX Developer Center.

GPE_messenger_config_diagram.png Image No
ATC/Current/AdminGuide/Monitor web chat performance Vertical
Important
This article only applies 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.
No
ATC/Current/AdminGuide/Monitor web chat performance Vertical Use the Action Map Performance report to monitor your web chats. The following table defines the available metrics for this report.
Metric Description
Web Actions Qualified Number of visitors who matched a segment, activity, or outcome score that triggered the action map.
Web Actions Offered Number of visitors to whom Genesys Predictive Engagement offered a web chat.

Note: When a visitor qualifies for an action map, it does not necessarily mean that Genesys Predictive Engagement offers them a web chat immediately. For example, if the visitor matches a segment for the action map but is not on the webpage that triggers the action, Genesys Predictive Engagement does not offer a web chat. Also, if there are no agents available, Genesys Predictive Engagement does not offer a web chat.

Web Actions Accepted Number of visitors who accepted a web chat. These visitors are a subset of those to whom Genesys Predictive Engagement offered a web chat.
Web Actions Started Number of visitors who completed the form to start a chat and waited for an agent to connect.
Web Actions Engaged Number of visitors who successfully connected with an agent through chat.
Web Actions Rejected Number of visitors who dismissed or rejected an offer to chat. These visitors are a subset of those to whom Genesys Predictive Engagement offered a web chat.
Web Actions Errored Number of visitors who experienced an error while being offered a web chat. Errors can happen before or after a web chat offer.
Web Actions Timed Out Not applicable
Web Actions Abandoned Number of visitors who stopped a chat before reaching a resolution with an agent.

Note: This metric specifically counts each web chat that a visitors explicitly closes by clicking the "x" after the web chat started. This metric does not count "implicit abandons," which happen when the visitors closes the web page where the web chat was offered.

Web Actions After Hours Number of visitors who qualified for a chat outside of the hours agents are scheduled to accept chats.
No
ATC/Current/AdminGuide/Monitor web messaging performance Vertical Use the Action Map Performance report to monitor your web messaging performance. The following table defines the available metrics for this report.
Metric Description
Web Actions Qualified Number of visitors who matched a segment, activity, or outcome score that triggered the action map.
Web Actions Offered Number of visitors to whom Genesys Predictive Engagement offered web messaging.

Note: When a visitor qualifies for an action map, it does not mean that Genesys Predictive Engagement offers them web messaging immediately. For example, if the visitor matches a segment for the action map but is not on the webpage that triggers the action, Genesys Predictive Engagement does not offer web messaging. Also, if there are no agents available, Genesys Predictive Engagement does not offer web messaging.

Web Actions Accepted Number of visitors who accepted a web messaging offer. These visitors are a subset of those to whom Genesys Predictive Engagement offered web messaging.
Web Actions Started Number of visitors who completed the form to start web messaging and waited for an agent to connect.
Web Actions Engaged Number of visitors who successfully connected with an agent through web messaging.
Web Actions Rejected Number of visitors who dismissed or rejected a web messaging offer. These visitors are a subset of those to whom Genesys Predictive Engagement offered web messaging.
Web Actions Errored Number of visitors who experienced an error while being offered a web chat. Errors can happen before or after a web chat offer.
Web Actions Timed Out Not applicable
Web Actions Abandoned Number of visitors who stopped a chat before reaching a resolution with an agent.

Note: This metric specifically counts each web chat that a visitors explicitly closes by clicking the "x" after the web chat started. This metric does not count "implicit abandons," which happen when the visitors closes the web page where the web chat was offered.

Web Actions After Hours Number of visitors who qualified for a chat outside of the hours agents are scheduled to accept chats.
No
ATC/Current/AdminGuide/MonitorArchFlows Vertical MonitorArchFlow Monitor an Architect flow action's performance Use the Action Map reports to monitor your Architect flow action's performance. When you create an action map that uses an Architect flow action, the metric names have different meanings.
Metric Description
Web Actions Qualified Number of visitors who matched a segment, activity, or outcome score that triggered the action map.
Web Actions Offered Not applicable.
Web Actions Accepted Number of times that the Architect flow connected with the third-party product.
Web Actions Started Not applicable.
Web Actions Engaged Not applicable.
Web Actions Rejected Number of times that Genesys Cloud CX rejected the Architect flow's request because the request was wrong. The rejection can occur in the following scenarios:
  • Architect flow no longer exists.
  • Data required to launch the Architect flow wasn't provided.
  • Action map is firing intensively and exceeding the Genesys Cloud CX rate limits (more than 15 requests/second). Requests aren't retried once they exceed the throttling threshold.
Web Actions Errored Number of times the web action request resulted in an error.
Web Actions Timed out Not applicable.
No

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