Manage segments

Prerequisites

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

    Select segment type

    If you are creating a segment, specify whether to create a session or customer segment. A session segment expires when the single session ends. A customer segment persists across sessions.

    Create or edit a segment

    To simplify the process of creating a segment, you can duplicate an existing segment.

    Note:
    • If you are creating a session segment, you must specify at least one condition.
    • 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.
    Visitor attributes Attributes that identify visitors based on characteristics such as location, browser, or device type.
    Visitor journey Attributes that identify visitors based on their shared behaviors. For example, completing a form or going to a specific webpage.
    Session type Session type for grouping data about a visitor’s activities.
    Segment display color Background color to use when displaying the segment name (for example, in Live Now and the Action Map Report).
    Display to Agent Session segments display to agents by default. Agents can see when Genesys Predictive Engagement matches visitors to a segment. However, not all segments are relevant to all agents. For example, a segment that matches based on a visitor’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 should not see because of privacy restrictions. To prevent agents from seeing a segment, slide the toggle to No.
    Important
    Segments that don’t display to agents appear in Live Now and reports. The segments can also trigger action maps. These segments remain in a customer’s record.
    Active Segments are active by default.  When a segment is active, it is ready to match visitors on your web site.

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

    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* 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 U.S. states, supply the 2-digit state code (all caps).

    		 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. en-gb

    Standard browser language codes
    Device OS language  Language to which the visitor’s device is set. en-gb

    Standard browser language codes
    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 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 Predictive Engagement matches visitors based on whether they take the 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 Predictive Engagement evaluates all conditions in the visitor journey sequentially, in the order that you define them.
    Note:
    • The system doesn’t validate free form text. If you misspell a value, the segment doesn’t trigger. For example, typing “ACB Retailer” when the page title is “ABC Retailer”.
    • When specifying 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, say you have a custom event called “CartValue” and you want to target all customers who have a cart value of $100 or more. You would 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 on 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, 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. Full protocol 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 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 string that passes to the page in the current event. Web q=test
    Screen name Name of the viewed mobile app screen App Products