Manage segments

Prerequisites

The following permissions:

  • Journey > Segment > All
  • Journey > Segment > Add
  • Journey > Segment > Delete
  • Journey > Segment > Edit
  • Journey > Segment > View 
  • External Contacts > Segment assignments > View

Learn how to manage segments that identify and classify visitors based on their shared behavior and characteristics.

Create or edit a segment

To create a segment, perform the following steps:

  1. Click Admin.
  2. Under Enrichments, click Customer Segments.
  3. Click Menu > Orchestration > Enrichments > Customer Segments.
  4. In the Segments page, click Create Segment. If you are creating segments for the first time, click Get Started and create a new segment.
  5. Specify the segment details by referring to the following table. 
  6. Click Save or Save and Close.

Notes:
  • If you specify multiple conditions, the segment matches a visitor only when all the conditions match.
  • To create a segment after you reach the 500 segment limit, delete an existing segment.

Entity Description
Name Descriptive name of the segment.
Description

(Optional) Description of the segment. A useful description contains the following:

  • The segment information in clear, rule-based language, which is concise (≤ 100 words), customer-centric, and free of PII or internal terminologies.
  • The common customer behavior or attribute in one sentence, for example, “Users who viewed pricing and started checkout.”
  • List of two to three key criteria or thresholds such as pages visited, time on site, event count.
  • Defines what is in versus out of scope to avoid overlap with other segments.
Active Segments are active by default. When a segment is active, it is ready to match visitors on your website.

To deactivate a segment temporarily from matching, slide the toggle to No. To remove a segment permanently, delete it.
Display to Agent

Agents can see when Genesys Cloud matches external contacts to a segment. However, not all segments are relevant to all agents. For example, a segment that matches based on a contact’s search for a specific product that an agent does not support or, a segment that matches based on sensitive personal data or data that an agent must not see because of privacy restrictions.

To prevent agents from seeing a segment, slide the toggle to No.

Segments that do not appear to agents still appear in Live Now and reports. The segments can also be used in orchestration to trigger action maps. These segments remain in a customer’s record.
Segment display color

The background color to use when Genesys Cloud displays the segment name (for example, in Live Now and the Action Map report).

To prevent agents from seeing a segment, slide the toggle to No.
Define your Segment Conditions
Customer attributes Attributes that identify visitors based on characteristics such as location, browser, or device type.
Customer journey Attributes that identify visitors based on their shared behaviors. For example, completing a form or going to a specific webpage.
Event source To track a customer’s journey, select the source.
Segment expiry
Expires after (Days) Segments can persist on an external contact for a defined duration, that is, between one and 30 days. This process enables segments to be assigned outside active web or app sessions and used for orchestration across future interactions—extending their value beyond the moment they are initially applied.

Customer attributes

For more information about visitor attribute operators, see operators. For more information about visitor attributes that enable UTM-tracking of campaign-specific activities, see Campaign attributes.

Note: The system doesn’t validate free form text. If you misspell a value, the segment doesn’t trigger. For example, typing “moble” instead of “mobile” as the device category.
Attribute name Description Examples
Device category Category of device that the visitor is using.
  • desktop
  • mobile
  • other
  • tablet
Device type Type of device that the visitor is using.
  • Apple
  • Archos
  • Asus
  • Google
  • HTC
  • Huawei
  • Nokia
  • Samsung
  • SUN Microsystems
  • Unknown
OS family Operating system family that the visitor is using.
  • Android
  • Chrome OS
  • Firefox OS
  • Google
  • iOS
  • Linux
  • Mac OS
  • Tizen
  • Unknown
  • Windows 9x
  • Windows CE
  • Windows NT
  • Windows Phone
  • Ubuntu
Browser family Browser family that the visitor is using, including all versions of the browser within that family.
  • Chrome
  • Firefox
  • HTC_HD2_T8585 Opera
  • IE Mobile
  • Internet Explorer
  • Opera
  • Safari
  • SamsungBrowser
  • Viera
Browser version Major version of the browser that the visitor is using.
  • 55
Campaign source* A search engine, newsletter, or other source (UTM parameter).
  • direct
  • adWords
  • Google
Campaign medium* Medium such as email or cost-per-click (UTM parameter).
  • direct
  • organicsocialppcwebsite-ppc
Campaign name* Specific product promotion or strategic campaign (UTM parameter).
  • test campaign
  • Summer19
Campaign term* Keywords for this ad (UTM parameter).
  • device
  • trialsubscription
Campaign content* Ads or links that point to the same URL (UTM parameter).
Campaign Click ID* A unique number that generates when a potential customer clicks an affiliate link (UTM parameter).
  • CjwKCAiA1ZDiBRAXEiwAIWyNC2J6QZBJYwXHJPsZ
  • khECGKaZ7nRjmNEQzmn1Hqh8Labvn3FQ-Tn1pRoCEDYQAvD_BwE
Campaign network* Ad network to which the click ID belongs (UTM parameter).
  • search network
  • display network
Country Visitor’s country.
  • United States
City Visitor’s city or town.
  • Chicago
Region Visitor’s region.

To track by United States, supply the two-digit state code in all capital letters.
  • Midwest
  • IN
Post code Visitor’s postal code.
  • 60610
CCA2 code Two-letter country code.
  • US
Browser language code Language to which the visitor’s browser is set.
Device OS language  Language to which the visitor’s device is set.
Organization name Organization name derived from the IP.
  • alto-universal.com
Referral URL Referrer page URL.
  • https://alto-universal.com/auto#quote-details
Referral hostname Referrer host or hostname.
  • alto-universal.com
Referral medium Referrer medium
  • search, social, email, unknown, internal, paid
Authenticated This setting indicates whether the event was produced during an authenticated session. 
  • Boolean: True or False
App name Name of the application 
  • Alto-universal
App namespace Unique application ID 
  • com.alto-universal.testapp
App version Application version number 
  • 2.6.11
App build number Application build number 
  • 15

Customer journey session types

For more information about each type of session, see:

When you define a condition that includes a visitor journey attribute, Genesys Cloud matches contacts based on whether they take action. For example, visitors who complete a form, go to a specific webpage or screen in an app, or add a product to their shopping cart but don’t complete the purchase. For more information about visitor journey attribute operators, see operators.
Note:
To track a more complex visitor journey, define multiple conditions. Genesys Cloud evaluates all conditions in the visitor journey sequentially, in the order that you define them.
Note:
  • The system does not validate free form text. If you misspell a value, the segment does not trigger. For example, typing “ACB Retailer” when the page title is “ABC Retailer.”
  • When specifying a time for a custom web event, include milliseconds.
  • When specifying numeric values for a custom web event, only numeric relational operators are available. For example, you have a custom event called “CartValue” and you want to target all customers who have a cart value of $100 or more. Select the “greater than or equal to” operator and type 100 in the value box. Note: You can include decimal points but not the currency symbol.

Session type

(Event source)

 Examples Example events in the session
Web A user goes to your website and completes a form to place an online order.
  1. Go to the website.
  2. Go to the online order form.
  3. Complete the form.
  4. Submit the form.
App A user enters the application to perform a search for a product and adds it to the basket.
  1. Enter the application
  2. Perform search
  3. Add to basket
Attribute name Description Session Example
autotrackClick To track when and where a visitor clicks a webpage. For more information, see autotrackClick. Web Clicks ‘More’ button.
Custom attribute Allows you to identify groups of visitors based on characteristics and behaviors that are specific to your business.

Web 

App

 “productCode” or “productName”
Event name Represents actions that occur on your website or on your mobile app. For example, an object clicked (such as a button, link, or menu option), error generated, inactivity detected, URL changed, or scroll detected.

For more information about configuring events, see About modules.

Web

App

The recommended format is object_action.

  • button_click
  • link_click
  • page_scroll
  • key_press
  • textbox_entry
form:track To track the value of webpage form submissions. For more information, see forms:track. Web sign-up-form
Page URL URL of the page. A full protocol is required. Web https://www.genesys.com/?s&q=predictive%20engagement
Page title Meta title of the page (not the heading on the page). Web Contact Us
Page hostname Host name of the page’s URL. Web app.genesys.cloud
Page domain Domain of the page’s URL. Web app.genesys.cloud
Page fragment A fragment of the page’s URL, sometimes called a named anchor. It usually appears at the end of a URL and begins with a hash (#) character followed by the identifier. Web #/journey/segment/create
Page keywords Keywords from the HTML<meta>tag of the page. Web contact
Page pathname Path name of the page. Web /journey/admin/
Search query Represents the keywords in a visitor’s search query. Web test
URL query string Query a string that passes to the page in the current event. Web q=test
Screen name Name of the viewed mobile app screen App Products