Web events in Journey Management

AI-generated summary

Genesys Cloud's Journey Management system tracks customer behavior through various web events and integrates with Predictive Engagement for segment and outcome analysis. Three main event types are supported: 1. Web Segment Assignment: - Tracks customer tagging to web, app, or conversation segments - Records segmentId, segmentScope, and session type - Links segment membership to customer behavior patterns 2. Web Outcome: - Monitors achievement of configured web, mobile, or conversation outcomes - Enables conversion analysis and value attribution - Distinct from Flow Outcome events in Architect flows - Tracks outcomeId, session type, and associated value 3. Web Events: - Captures website interactions like page views and form entries - Uses tracking snippet via Genesys Predictive Engagement - Monitors customer journey from initial touchpoint through support interactions - Records detailed attributes including: - Event name and counts - Page information - Browser details - Device data - Geolocation - Marketing campaign data - Referrer information - Session details

This table summarizes the events that can be used to understand a customer behavior on a tracked website. Journey Management uses the segment and outcome information from Predictive engagement. For more information about explanations, see Web Events on the Developer Center.

For more information on available attributes, see Attributes in Journey Management.

Event	Description	Available attributes
Web Segment Assignment	Indicates that a customer is tagged to a web, app, or conversation segment during a session. The event is used to correlate segment membership with subsequent customer behaviour and outcomes.	segmentId segmentScope session.type
Web Outcome	Indicates that a configured web, mobile, or conversation outcome was achieved. The event enables conversion analysis and value attribution. Note: The event is different from the from Flow Outcome event, which tracks outcomes within Architect flows.	outcomeId session.type associatedValue.value
Web Events	Website events like page views and form entries that are captured by a tracking snippet using Messenger. These events can be used to track a customer’s path from initial touchpoint, including campaigns, to the outcome achieved and all the way through to their support journey that may include digital, AI, and agent-led engagements.	eventName totalEventCount totalPageviewCount page browser device geolocation mktCampaign referrer session

Event

Description

Available attributes

Web Segment Assignment

Indicates that a customer is tagged to a web, app, or conversation segment during a session. The event is used to correlate segment membership with subsequent customer behaviour and outcomes.

segmentId
segmentScope
session.type

Web Outcome

Indicates that a configured web, mobile, or conversation outcome was achieved. The event enables conversion analysis and value attribution.

Note: The event is different from the from Flow Outcome event, which tracks outcomes within Architect flows.

outcomeId
session.type
associatedValue.value

Web Events

Website events like page views and form entries that are captured by a tracking snippet using Messenger. These events can be used to track a customer’s path from initial touchpoint, including campaigns, to the outcome achieved and all the way through to their support journey that may include digital, AI, and agent-led engagements.

eventName
totalEventCount
totalPageviewCount
page
browser
device
geolocation
mktCampaign
referrer
session

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Web events in Journey Management