What is Genesys 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.

What defines a website visit?

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.

Does Genesys Predictive Engagement work on mobile applications?

There is no explicit support for using Genesys Predictive Engagement on mobile apps. On both desktop and mobile browsers, Genesys Predictive Engagement tracks websites only.

Which data attributes are captured during a customer’s journey?

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.

What standard reports are provided?

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

Does Genesys Predictive Engagement provide GDPR compliance?

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.

Does Genesys Predictive Engagement support domain allowlists?

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

Does Genesys Predictive Engagement handle IP address blocklists?

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

Can Genesys Predictive Engagement distinguish between desktop and mobile browsers?

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

Can Genesys Predictive Engagement distinguish between browser family and OS type?

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

Does Genesys Predictive Engagement support co-browse or screenshare in Genesys Cloud CX?

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.

Which languages does Genesys Predictive Engagement support?

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

How do I increase the offered rate of web chats?

  • 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.

How can I increase the number of offers from qualified action maps?

  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.

How can I increase the number of qualifications?

  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.

Why won’t my segments, outcomes, or action maps trigger?

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”.

Why isn’t an action map working as expected?

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.

Can a visitor qualify for an action map more than once within a single session?

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:

How does Predictive Engagement ensure that an agent is available to chat with a visitor?

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 can offer web actions, such as web chats and content offers, every 10 seconds. Visitors may experience a delay in receiving these types of offers.
  • Only use the Route if agents available option for web chat engagements that you don’t intend to route to a bot.
  • Multiple action maps can route to the same target queue.
  • Genesys Predictive Engagement does not use workforce management (WFM) or Workforce Engagement Management (WEM) data to power the service level throttling / “Route to agent if available” feature. For Genesys Cloud CX customers, Genesys Predictive Engagement uses the real-time presence status of agents that the analytics APIs provide. The status is available for all Genesys Cloud CX customers and the WFM or WEM features do not impact it directly.
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 Stop tracking if a customer revokes consent.
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Why are all the qualified actions not offered?

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.