Prerequisites

Overview

When you track your website with Genesys Predictive Engagement, we capture the history of web interactions. This history includes all the times and ways that customers visited and interacted with your website.

Each time a customer arrives on your website, a new web session begins. The web session ends when a customer is inactive for 20 minutes or longer.

How we verify contacts on your website

When a customer comes to your website, we attempt to verify their identity using their cookie. If no cookie is available, we attempt to verify their identity with identifiers that we collect from the web, such as phone or email.
Note:
  • Successful verification requires a phone number in E164 format.
  • Predictive Engagement creates temporary contacts from Genesys cookies which have a TTL of 60 days. An agent can save a contact with additional information on the profile tab on the agent desktop such as email address and phone number.

If you deployed the tracking snippet to your website and you use the Journey JavaScript SDK to capture a customer’s personal data while they are on your website, it’s possible for us to identify them. 

If we are unable to verify that the customer has a corresponding customer record, the customer’s name appears as “Unknown” in the session card.

Web session type

We assign each web session the predefined web session type. You cannot change this type.

Web events

As a customer navigates your website, Genesys Predictive Engagement collects the following data about the customer’s activity during a web session. Agents can view this information in the web session card. You can use this data to create segments, outcomes, and action maps that orchestrate future visitor journeys:

For more information about web event tracking for billing purposes, see Billing and usage.

Web session cards

Agents see a separate session card for each web session. The session card includes:

  • Title
  • Icon
  • Duration
  • Current page
  • Session information
  • Journey map
  • Searches performed
  • Segments matched during the session
  • Outcomes achieved during the session

Where agents see event-specific information

Agents see event-related data in the journey map when they view session details. The following image shows a web session. The pages that the customer viewed appear along the left, and the specific events that occurred during the session appear in the customer journey map. When the agent rests their mouse on an icon in the map, a tooltip provides more details.

As the following section explains, you can change the names of the events and the information in the tooltip.

Configure web session cards

You can configure the appearance of the web session cards:

  • Name that appears as the title on all web session cards (Ex: “Web Visit”)
  • Appearance of attributes in the tooltip