About Predictive Engagement

Learn about Predictive Engagement and review the pricing and GDPR compliance information.  

• Predictive Engagement overview
• Get started with Predictive Engagement for Genesys Cloud CX
• Predictive Engagement permissions and prerequisites overview

Learn how to start tracking visitors on your website with Genesys Predictive Engagement. Then, learn about the tools for identifying and organizing types of visitors and their trackable behaviors.

• Tracking with Predictive Engagement
• Segments
• Outcomes
• Attributes
• About journey data
• Live Now
• About event tracking with tag managers

Learn about the types of actions available in Genesys Predictive Engagement. Learn how to create action maps that use actions to engage visitors and further your business goals.

• Actions
• Action maps
• Create a web messaging offer
• Create a web chat offer
• Create a content offer
• Configure a content offer action map
• Integrate with an external system using an Architect flow

Agents answer, respond to, and complete interactions with Predictive Engagement customer journey information.

• Work with chat interactions with Predictive Engagement
• About web messaging in Genesys Predictive Engagement
• Work with message interactions with Predictive Engagement
• View an interaction’s Predictive Engagement journey data
• External contact enrichment scenarios with Predictive Engagement

Contact center managers and supervisors can view live visitor tracking information, and visitor activity and action map performance reports. Add Predictive Engagement customer journey columns and filters to existing Genesys Cloud performance views. View historical journey data for interactions.

• Analytics
• Analytics data
• Action map performance report
• Visitor activity
• Predictive Engagement data in Genesys Cloud performance views 

If your organization is using web messaging, this section does not apply. Developers can use the Journey and Messenger JavaScript SDKs to customize how Predictive Engagement tracks and manages customer activity on your website.

• About web tracking
• Journey JavaScript SDK
• Messenger JavaScript SDK

Use the app events APIs to track customer interactions on your mobile application. Create action maps for Predictive Engagement to proactively engage with customers using mobile messaging. 

• About mobile journey tracking
• Create a mobile messaging offer

Use Architect workflows and Architect flow actions with Predictive Engagement to build in-house and third-party integrations. Use Predictive Engagement to track campaign-related web activity and create leads with their associated campaign attributes in Salesforce. 

• Work with Architect workflows
• About Architect flow actions
• Salesforce lead creation and campaign attribution
• Use scripts to allow agents to view and update leads in Salesforce

If your organization is using web messaging, this section does not apply. Learn about solutions and best practices that enable Genesys Cloud customers to make the most of Predictive Engagement and Genesys Cloud features.

• Predictive Engagement with advanced chat routing
• Use Google Tag Manager with Predictive Engagement
• Use Adobe Launch with Predictive Engagement

Learn about the pre-configured settings that Genesys Predictive Engagement contains. The settings cannot be edited.

• Maximum entities allowed for an organization
• Maximum web tracking entries allowed for an organization

Review the pricing information, FAQs, glossary, and learn about GDPR compliance information.

• Predictive Engagement FAQs
• Predictive Engagement glossary
• Predictive Engagement event pricing
• Genesys Cloud and GDPR compliance

Learn about the customer journey data that Genesys Predictive Engagement presents to agents in Genesys Cloud CX.

• An agent’s experience in Genesys Cloud CX
• Journey map icons
• Session information icons