• Configure the following permissions in Genesys Cloud CX:
    • Journey > Customer > View (to see information about existing customers)
    • Journey > Event > View (to see events on the customer journey map)
    • Journey > Visit > View (to see live tracking information about visitors who are on your website currently)

View searches performed

Each time a visitor searches your website, the URL for your webpage changes. Since Genesys Predictive Engagement tracks URL changes, it can display information to your agents about each visitor's specific searches under Searches performed.

Note: You must configure your URL search parameter in your site search settings.

View search details in the visit journey map

In the visit journey map, rest your mouse on a search icon to see what the visitor searched for.