Digital user tracking prerequisites and permissions
- Predictive Engagement feature enabled in your organization. For more information, contact your designated Customer Success Manager.
- Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 4, or Genesys Cloud CX 1 Digital Add-on II license.
- Genesys AI Experience for free web and mobile events. For more information, see Event pricing for digital user tracking and Predictive Engagement.
- Messenger configured and deployed on your website or mobile app. For more information, see configure and deploy Messenger and mobile tracking.
Digital user tracking roles and permissions
Digital user tracking bases permissions on tasks or job functions. An administrator from the Genesys Cloud organization must assign the appropriate permissions to the selected user or users.
Event
The event permission enables you to view customer behavior on the website. For example, when a customer performs a search or adds an item to a cart.
| This permission | Allows these actions |
|---|---|
| Journey > Event > View | View existing events. |
Outcome
To assist customers in achieving the organization’s business goals, first define each business goal as an outcome. Outcome permissions help you create and manage those goals.
| This permission | Allows these actions |
|---|---|
| Journey > Outcome > All | Create, view, edit, and delete outcomes. |
| Journey > Outcome Predictor > All | Create, view, edit, and delete outcome predictions. |
Reports
The Visitor Activity report helps you to track how visitors use your website.
| This permission | Allows these actions |
|---|---|
| Journey > Report > View | View existing reports. |
Segments
A segment represents a group of customers who share some characteristic or who all behave the same way on your website. Segment permissions enable you to create and manage those groups.
| This permission | Allows these actions |
|---|---|
| Journey > Segment > All | Create, view, edit, and delete segments. |
Configuration and deployment
Settings permissions allow you to manage and view digital user tracking configuration, including web tracking settings.
| This permission | Allows these actions |
|---|---|
| Journey > Settings > Edit | Edit legacy tracking settings in Predictive Engagement.Visit |
| Web Deployments > Configurations > All | Edit and save digital user tracking configuration, including web tracking settings, in Messenger Configuration. |
| Web Deployments > Deployments > All |
Edit and save Messenger deployments to deploy digital user tracking.
|
Visit
The visit permission allows you to see Live Now live tracking information about visitors who are currently on your website.
| This permission | Allows these actions |
|---|---|
| Journey > Visit > View | View visits. |
Customers
Customer permissions allow you to create new customers and see details about them, including their visit history.
| This permission | Allows these actions |
|---|---|
| Journey > Customer > All | Create and view customer records. |
Routing permissions for agents
This table lists the Genesys Cloud routing permissions available for agents to work with queues and Predictive Engagement.
| This permission | Allows these actions |
|---|---|
| Routing > Agent > On Queue | Go on queue. |
| Routing > Queue > Join | Join a queue. |
| Routing > Queue > Search | Search for brief queue information. |
| Routing > Queue > View | View queues. |
Digital user tracking agent permissions
This table lists the digital user tracking permissions available to agents.
| This permission | Allows these actions |
|---|---|
| External Contacts > Contact > View | To view a contact. |
| External Contacts > Session > View | View a contact’s journey. |
| Journey > Action Map > View | View action maps |
| Journey > Event > View | See events on the customer journey map. |
| Journey > Event Type > View | See event information. |
| Journey > Outcome > View | See outcomes achieved and scores for a visit. |
| Journey > Segment > View | See matched segments for a visit. |
| Journey > OutcomeScores > View | See real-time predictions |
| Journey > Session > View | See live tracking information about visitors who are currently on your website. |
Add digital user tracking permissions
Assign digital user tracking administrator permissions to the user’s appropriate administrator role and assign digital user tracking agent permissions to the user’s appropriate agent role.
- Click Admin.
- Under People and Permissions, click Roles/Permissions.
- Click Menu > User Management > Roles and Permissions.
- Find the role using the Search field or by paging through the list.
- In the Actions column, click and from the menu that appears, click Edit Role.
- Click the Permissions tab and click All Permissions.
- Select the appropriate Predictive Engagement permissions and click Save.
