FAQs: Predictive engagement
Why are some qualified actions not offered?
The Blocked Actions report lists the reasons for the qualified action not being offered. Next to each reason the action is blocked, the following details appear:
- Sessions – The number of sessions during which the action is blocked. If an action is blocked multiple times during a single session, the session number is retained at one.
- Count – The number of times an action is blocked. For example, if an action was blocked 30 times during a single session, the count number is 30.
| Reason | Description |
|---|---|
| Page URL condition | The action map did not meet the page URL filters specified in the action map. For more information, see Define an action map’s triggers. |
| SLA throttle | The queue was saturated to capacity which prevented the action being offered. For more information, see How throttling works. |
| Existing offer | An offer had already been rolled out to the customer at the time the action map qualified. |
| Future offer | The action map specifies the future time period for the action to be offered and the action is not set to ‘Immediately’. For more information, see web chat activation time and duration, content offer activation time and duration, and Architect flow activation time and duration. |
| Multiple offers | The customer qualified for more than one action and received an offer in another action with a higher priority than this action. If all action maps have the same priority, the actions are offered in no particular order. For more information, see Prioritize an action map. |
| No agents | The action map specifies that the action be offered only upon agent availability. For more information, see Route an action map to an agent queue. |
| Frequency cap | The visitor qualifies for and receives an offer on another action map. For more information, see frequency capping settings. |
How does Predictive Engagement ensure that an agent is available to handle a messaging conversation with a visitor?
When Genesys Predictive Engagement presents a proactive offer to a visitor, that offer can be an invitation to start a messaging conversation with a live agent assigned to the queue to which the action map routes. Multiple action maps can route to the same target queue.
- Genesys Predictive Engagement can offer web and mobile messaging offers and content offers.
- Multiple action maps can route to the same target queue.
- Genesys Predictive Engagement does not use workforce management (WFM) or Workforce Engagement Management (WEM) data to power the service level throttling / “Route to agent if available” feature. For Genesys Cloud CX customers, Genesys Predictive Engagement uses the real-time presence status of agents that the analytics APIs provide. The status is available for all Genesys Cloud CX customers and the WFM or WEM features do not impact it directly.
Genesys Predictive Engagement allows messaging offers when the following criteria are met:
- Action map conditions are met.
- Agents are on queue.
- Offer is within scheduled hours.
Can a visitor qualify for an action map more than once within a single session?
When you create an action map, you specify the conditions, or triggers, that qualify for a visitor. A visitor cannot qualify for the same action map multiple times in a single session. If multiple action maps qualify, the priority of each action map determines which one Genesys Predictive Engagement offers to the visitor. For more information, see Prioritize an action map.
How can I increase the number of offers from qualified action maps?
- Genesys Predictive Engagement applies URL conditions after qualification. Consider removing URL conditions or changing to a more restrictive operator, such as “contains all.”
- If agents belong to multiple queues, it can impact their availability and Genesys Predictive Engagement’s ability to offer a chat.
- When setting page URL conditions in your segment, ensure that you are not targeting visitors who are about to leave the site. Try adjusting the targeting to a step earlier in their journey. Consider this recommendation when setting page URL conditions in action maps also.
- Conflicting action maps may prevent offers from occurring as Genesys Predictive Engagement only offers one action map per action type, once per page.
Which languages does Genesys Predictive Engagement support?
The user interface for Predictive Engagement features is currently localized in the following languages:
- Dutch
- French
- German
- Italian
- Japanese
- Korean
- Portuguese
- Spanish
- Swedish
Does Genesys Predictive Engagement support co-browse or screenshare in Genesys Cloud CX?
Genesys Predictive Engagement does not support co-browse or screenshare capabilities of Genesys Cloud CX. If a visitor accepts a proactive messaging offer through Genesys Predictive Engagement, an agent cannot escalate the chat to a co-browse or a screenshare session.
Can Genesys Predictive Engagement distinguish between desktop and mobile devices?
Yes. You can set up action maps using app events and visitor attributes specific to device types to create qualifying conditions, such as the device used, web browser and operating system. For more information, see Visitor attributes.
Does Genesys Predictive Engagement work on mobile applications?
Genesys Predictive Engagement is available on mobile applications.
You can define action maps in Genesys Cloud to configure Genesys Predictive Engagement to proactively present personalized content offers or to invite mobile visitors to start a mobile messaging conversation.
The Journey Orchestration API must be implemented in a mobile application to present the relevant actions as soon as a mobile visitor matches the conditions defined in an action map.
For more information, see Journey Orchestration.
What is Genesys Predictive Engagement?
Genesys Predictive Engagement is a cloud-based customer engagement solution that offer personalized and proactive engagement with online visitors, based on user characteristics or behaviors on websites and mobile apps, to help them desired outcomes at the right moment.
For example, too often visitors abandon carts, customers remain frustrated on mobile apps, or prospects leave websites without finding what they need. These scenarios lead to missed leads, lost revenue, and increased calls to the contact center. Through user behavior data collected by digital user tracking, Genesys Predictive Engagement allows you to present the right offer to high-value customers and prospects, whether it’s relevant contextual content or a messaging conversation to connect with a sales representative.