How Genesys Predictive Engagement tracks data

Feature deprecation: Genesys will no longer support ACD Web Chat v2, which is available to customers via all its corresponding Chat Widget versions. This is further to the deprecation of ACD Web Chat v1, which was announced earlier. As a result, Predictive Engagement will also end support for these legacy web chat versions. For more information, see Deprecation: Removal of ACD Web Chat (version 2). All existing customers are encouraged to migrate to Web Messaging and Messenger.

Transparency about Genesys Predictive Engagement data tracking practices

When visitors come to your website or your mobile app, Genesys Predictive Engagement collects data about what they do and where they go on your website or app. For example, Genesys Predictive Engagement tracks which pages each visitor views, any forms they submit, and any searches they complete. The application collects this data to improve your understanding of the effectiveness of your website and your app and the needs of your customers.

Note: To achieve compliance with GDPR, create and implement a tool, for example, message, or dialog box, to obtain each visitor’s consent to be tracked. For more information about how to use Genesys Predictive Engagement in a GDPR-compliant manner, see General Data Protection Regulation (GDPR). 

Tracked data in each visit

Tracked visit information does not contain personal information related to the visitor, but contains information on their current session.

Data in a visit can include:

  • Visit and visitor identifiers that identify visit information within Genesys Predictive Engagement
  • Visit timestamps, such as start time, when the visitor is considered idle, and when the visitor was last active
  • Current web page or app screen information, including the number of pages visited, web document or app properties, and device properties
  • Journey information, such as matched segments and outcomes achieved
  • Referrer information from where the visitor accessed your website or the device through which your app was accessed, and associated marketing campaign information

Tracked data for each visitor

Visitor information contains personal information gathered from submitting data to the Genesys Predictive Engagement system about a specific visitor. Visitor data can include:

  • Predictive Engagement-specific identifiers
  • Third-party identifiers
  • Personal details, such as name, date of birth, job information, and phone numbers
  • Predictive Engagement visit information
Notes:
  • To pass this no-default data to Genesys Predictive Engagement, you need specific JavaScript code on your website.
  • 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, configure and deploy messenger. For all other customers, copy and deploy the tracking snippet.