FAQs: Predictive Engagement

Genesys Predictive Engagement is a cloud-based, AI-powered customer engagement solution that analyzes visitors’ behaviors on websites, predicts the outcomes visitors are trying to achieve, and personalizes engagements to help visitors achieve those outcomes.

A Web visit starts from the moment a visitor lands on a website and provides consent for tracking. The Web visit continues while the visitor browses the website and lasts until the visitor is inactive for 30 minutes. If the visitor resumes browsing after 30 minutes, Genesys Predictive Engagement tracks that activity as a new Web visit.

Genesys does not explicitly support the use of Genesys Predictive Engagement on mobile apps. On both desktop and mobile browsers, Genesys Predictive Engagement tracks websites only.

We recognize that every customer’s journey is unique and we can capture numerous data attributes. By default, Genesys Predictive Engagement captures page view data from the browser (URL, page title, browser type, location) and uses this information to assign the appropriate segment(s) to the customer.

For a full list of the data attributes we support, see visitor attributes, campaign attributes, visitor journey attributes, and custom attributes.

Genesys Predictive Engagement offers two families of reports, both of which can be filtered for a time period:

• The Visitor Activity report shows web visits and can be filtered based on segments matched and outcomes achieved.
• The Action Map Performance report shows the performance of each individual action map triggered.

As part of the Genesys Cloud CX platform, Predictive Engagement complies with GDPR regulations. For complete information information about Genesys Cloud CX and GDPR, see Genesys Cloud CX and GDPR compliance. See also Predictive Engagement-specific considerations.

Yes. Customers can configure a list of allowed domains. This list limits the domains that Genesys Predictive Engagement tracks.

You can designate IP addresses for which Genesys Predictive Engagement should not generate web events. For more information, see Exclude IP addresses.

Yes. Audience segmentation takes into account device type. For more information, see Visitor attributes.

Yes. Audience segmentation takes into account browser family and OS type. For more information, see Visitor attributes.

Genesys Predictive Engagement does not support co-browse or screenshare capabilities of Genesys Cloud CX. If a visitor accepts a proactive chat through Genesys Predictive Engagement, an agent cannot escalate the chat to a co-browse or a screenshare session.

The user interface for Predictive Engagement administrative features is currently localized in the following languages:

• Dutch
• French
• German
• Italian
• Japanese
• Korean
• Portuguese
• Spanish
• Swedish

The user interface for Predictive Engagement agent features is currently localized in the following languages:

• Chinese Simplified
• Chinese Traditional
• Danish
• Dutch
• Finnish
• French
• German
• Italian
• Japanese
• Korean
• Norwegian
• Polish
• Portuguese
• Spanish
• Swedish
• Thai
• Turkish

• If you configured an action map to only show on selected pages, check that the URL condition defined is not restricting chats being offered. Chats are only offered on pages where this condition is met.
• View the Action map performance report to see how many chats are qualifying outside business hours.
• Other possible reasons for a low offer rate include the availability of agents, service level throttling, frequency capping, conflicting action maps, or action maps qualifying outside business hours.

1. Genesys Predictive Engagement applies URL conditions after qualification. Consider removing URL conditions or changing to a more restrictive operator, such as “contains all.”
2. If agents belong to multiple queues, it can impact their availability and Genesys Predictive Engagement’s ability to offer a chat.
3. When setting page URL conditions in your segment, ensure that you are not targeting visitors who are about to leave the site. Try adjusting the targeting to a step earlier in their journey. Consider this recommendation when setting page URL conditions in action maps also.
4. Conflicting action maps may prevent offers from occurring as Genesys Predictive Engagement only offers one action map per action type, once per page.

1. Outcomes won’t increase the number of qualifications. If using outcome scoring, adjust the outcome probability to a lower level to allow more qualification for that outcome. We recommend having up to 10 outcomes configured. Using outcomes can help increase your conversion rates. For more information, see Outcomes overview.
2. Identify traffic sources that are not performing well on conversion rates. Target these sources as segments to see whether chat, content, or bot intervention can help.
3. Ensure that the tracking snippet is on all pages of your site.
4. Configure more custom web events, particularly if your website journey is form-based, that Genesys Predictive Engagement can track to provide more insight for outcome scoring. Also, implement a static rule to always trigger for know pain points. For example, an error message on form submission or an inline validation error.

An action map can trigger based on segment or outcome conditions. Genesys Predictive Engagement doesn’t validate free form text when configuring segments or outcomes. If you misspell a value here and the segment or outcome is used in an action map, it may not trigger. For example, typing “moble” instead of “mobile” as the device category; or, typing “ACB Retailer” when the page title is “ABC Retailer”.

It’s possible that the action map’s URL conditions aren’t configured properly.

Possible causes are:

• There is a configuration issue with the segment or outcome used to trigger the action map
• The page URL conditions defined in the action map itself
• The availability of agents on the queue selected
• The schedules selected
• Visitors leaving the site before the action is offered

For more information, see Operators for URL conditions.

When you create an action map, you specify the conditions, or triggers, that qualify it for a visitor. A visitor cannot qualify for the same action map multiple times in a single session. If multiple action maps qualify, the priority of each action map determines which one Genesys Predictive Engagement offers to the visitor. For more information, see Prioritize an action map.

You can trigger action maps based on:

• Segment matches
• Visitor actions
• Business outcome probability
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When Genesys Predictive Engagement presents an offer to chat to a visitor, that offer can include an invitation to speak directly with a live agent assigned to the queue to which the action map routes. Multiple action maps can route to the same target queue. Genesys Predictive Engagement allows chat offers when the following criteria are met:

• 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.
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For more information about how to stop tracking when a visitor revokes consent, see:

• For Web chat:  Stop tracking if a customer revokes consent
• For Web messaging: Clear command which clears data and stops all messenger tracking

The Blocked Actions report lists the reasons for the qualified action not being offered. Next to each reason the action is blocked, the following details appear:

• Sessions – The number of sessions during which the action is blocked. If an action is blocked multiple times during a single session, the session number is retained at one.
• Count – The number of times an action is blocked. For example, if an action was blocked 30 times during a single session, the count number is 30.

Reason	Description
Page URL condition	The action map did not meet the page URL filters specified in the action map. For more information, see Define an action map’s triggers.
SLA throttle	The queue was saturated to capacity which prevented the action being offered. For more information, see How throttling works.
Existing offer	An offer had already been rolled out to the customer at the time the action map qualified.
Future offer	The action map specifies the future time period for the action to be offered and the action is not set to ‘Immediately’. For more information, see web chat activation time and duration, content offer activation time and duration, and Architect flow activation time and duration.
Multiple offers	The customer qualified for more than one action and received an offer in another action with a higher priority than this action. If all action maps have the same priority, the actions are offered in no particular order. For more information, see Prioritize an action map.
No agents	The action map specifies that the action be offered only upon agent availability. For more information, see Route an action map to an agent queue.
Frequency cap	The visitor qualifies for and receives an offer on another action map. For more information, see frequency capping settings.