Web tracking

Feature deprecation: Genesys will no longer support ACD Web Chat v2, which is available to customers via all its corresponding Chat Widget versions. This is further to the deprecation of ACD Web Chat v1, which was announced earlier. As a result, Predictive Engagement will also end support for these legacy web chat versions. For more information, see Deprecation: Removal of ACD Web Chat (version 2). All existing customers are encouraged to migrate to Web Messaging and Messenger.

Prerequisites

This article explains how to configure web tracking for web chat. To configure Messenger, see Configure Messenger.

Configure web tracking

  1. Click Admin.
  2. Under Predictive Engagement, click Global Settings. The page opens to the Tracking Settings tab.
  3. Specify the allowed domains.
    Note: Initially, configure only the allowed domains. Then use Live Now to verify that Genesys Predictive Engagement is tracking events. After basic tracking works, configure the rest of the web tracking settings.
  4. Specify any excluded IP addresses.
  5. Specify the short ID length.
  6. Specify any URL query parameters that you want Genesys Predictive Engagement to ignore.
  7. Indicate whether you want Genesys Predictive Engagement to keep URL fragments.
  8. Specify any site search settings.
  9. Save your changes.

Allowed domains

Note: To configure the allowed domains if you are a Genesys Cloud CX customer that also uses web messaging, see Restrict domain access in Deploy Messenger.

Identify the website domains from which to accept web traffic.

  • Include only domain and sub-domain labels. Do not include other “/paths” after the domain.
  • Genesys Predictive Engagement validates your domain entries and, if any are incorrect, displays an error.
  • This list of allowed domains must match the list of allowed domains for the widget.

Exclude IP addresses

You can designate IP addresses for which you don’t want Genesys Predictive Engagement to generate web events. For example, when you don’t want to track visits from internal users.

  • This feature works in addition to whatever blocking your corporate IT department does to block external traffic; for example, from competitors or spam.
  • You can add up to 10 IP filters.
  • If you are not sure what IP addresses to exclude, check with your network administrator and watch incoming traffic on your website logs.
  • IP filtering works only when Genesys Predictive Engagement processes web beacons. Therefore, you cannot use this setting to block Genesys Predictive Engagement’s tracking of custom events.

To block an IP address, add it to the list of IP addresses to exclude.

IP filter: Specify either a single IP address or use CIDR notation to specify a range of IP addresses.

  • Genesys Predictive Engagement supports both IPv4 and IPv6 protocols. For IPv6, Genesys Predictive Engagement supports the shorthand and expanded version.
  • IP examples.

Reference name for the IP filter: Specify a recognizable name for the IP address.

Note: To see the implied CIDR range of the IP address that you provided, hover over the name.

IP examples

Valid IP addresses (IPv4)

A valid IPv4 CIDR input follows the format: <A valid IPv4 address>/<A number from 0-32>.

Good examples Bad examples
  • 10.10.10.10/8
  • 10.10.10.10/16
  • 10.10.10.10/24
  • 10.10.10.10/32
    • 10.10.10.10/33 (the max for IPv4 is /32)
    • 10.10.10.10/-1 (cannot be a negative number)
    • 10.10.10.10/.10 (must be a whole number)
    • 10.10.10.10/& (no special characters allowed)
    • 10.10.10.10/8/16 (only one slash allowed)

    Valid IP addresses (IPv6)

    A valid IPv6 CIDR input follows the format: <A valid IPv6 address>/<A number from 0-128>.

    Good examples Bad examples
    •  ::1/32
    •  ::1/64
    •  ::1/128
    • ::1/129 (the max for IPv6 is /128)
    •  ::1/-1 (cannot be a negative number)
    •  ::1/.10 (must be a whole number)
    •  ::1/& (no special characters allowed)
    •  ::1/128/64 (only one slash allowed)

    Short ID length

    Genesys Predictive Engagement assigns each visit a unique number based on a lengthy, automatically generated ID. In the Short ID box, specify the number of digits for Genesys Predictive Engagement to use for each visit ID.

    Choose a short ID length that is long enough to be unique among all visitors that are active on your website currently. The more traffic that your site gets, the longer your short ID should be. For example, if you always have less than 10,000 visitors at any time, a short ID length of four is sufficient. If you could have more than 100,000 visitors at any one time, choose a short ID length of six.

    Note: You can increase the length of the short ID at any time. Your changes are effective immediately.

    Exclude URL query parameters

    Specify any URL Query Parameters for Genesys Predictive Engagement to ignore. URL query parameters appear near the end of URLs. They can lead to overly specific tracking data and also potentially make personally identifiable information available, which violates GDPR.

    Keep URL fragments

    You can configure whether Genesys Predictive Engagement uses URL fragments to identify webpages.

    URL fragments appear after a URL. For example, in "predictive-engagement.com#pagename", #pagename is a URL fragment.

    While URL fragments can identify specific webpages, they also have the potential to make personally identifiable information available, which violates GDPR. They can also result in an excess amount of tracking data.

    Note: Unless you want to track the URL fragments, do not enable this option.

    Site search settings

    Each time a visitor searches your site, the URL for your webpage changes. Since Genesys Predictive Engagement tracks URL changes, the information about each visitor’s specific searches can appear as part of the customer journey data. You can see this information in Live Now under Searches performed. Your agents have a similar view.

    To configure, in the Site search settings box, type the URL parameter for search terms on your website. For example, suppose that when a visitor searches for “Sale,” the string, “?term=Sale#search” appends to the end of your URL. In this case, type term in the Site search settings box.
    Note: If you do not know your URL parameter for search terms, try searching for something on your website. Then note what appears when the URL changes.