Visitor journey (Genesys Cloud CX coming soon)

  Feature coming soon


From the Live Now view, you can click a visitor's name to view a summary list of their visits.
If Predictive Engagement cannot identify a visitor, “Unknown” appears in place of the visitor's name. If Predictive Engagement identifies the visitor later, the visitor's name appears instead of “Unknown”.

Visitor journey detail

From the visitor journey summary view, you can click a specific visit to view its details.

Journey map

The journey map is a graphical representation of a website visitor's activity on your website during a specific visit. For an active website visit, the journey map updates in real time as the visitor moves around your website, responds to interaction requests, and matches segments.

The visit journey map indicates:

  • Which pages a visitor saw, and when
  • Types of engagements that the visitor had with an agent or Predictive Engagement while on a page, and when
  • Segments that the visitor matched, and when

View activity details

To see the details of an activity on the map, click its icon. For example, you can click a Search icon to see the term or phrase for which the visitor searched. For more information about the icons, see Journey map icons.


The Segments section displays segments that the website visitor matched, such as a geographic region or browser type. A segment represents a group of visitors who share similar behavior or characteristics. For example, a segment might include all customers who use the same browser or are from the same geographic region. Segments appear in the order that Genesys Predictive Engagement assigns them to the visitor.
If there is a “View more” link, click it to see more segments that the visitor matched.


The Outcomes section displays the outcomes that your organization wants to achieve and the website visitor's progress toward those outcomes. For example, if the desired outcome is for the visitor to purchase a product, the visitor's progress moves toward that goal when the visitor puts an item in their shopping cart.

A solid green bar indicates that the visitor achieved the outcome. A bar with green and red indicates that the visitor has not yet achieved the outcome. The amount of green indicates approximately how close the visitor is to achieving the goal. These bars update in real time as the visitor's progress changes.
If there is a “View more” link, click it to see more outcome predictions.


The Searches section displays the terms and phrases that the website visitor searched for on your website. Each time a visitor searches your website, the URL for your webpage changes. Since Predictive Engagement tracks URL changes, it can display information about those searches.
You must configure your URL search parameter in your site search settings.


The Device section includes icons that represent information about the website visitor's device, such as geographic location, device type, operating system, and browser. For more information about the icons, see Device icons.