Manage segments
Learn how to manage segments that identify and classify visitors based on their shared behavior and characteristics.
Create or edit a segment
To create a segment, perform the following steps:
- Click Admin.
- Under Enrichments, click Customer Segments.
- Click Menu > Orchestration > Enrichments > Customer Segments.
- In the Segments page, click Create Segment. If you are creating segments for the first time, click Get Started and create a new segment.
- Specify the segment details by referring to the following table.
- Click Save or Save and Close.
Notes:
- If you specify multiple conditions, the segment matches a visitor only when all the conditions match.
- To create a segment after you reach the 500 segment limit, delete an existing segment.
| Entity | Description |
|---|---|
| Name | Descriptive name of the segment. |
| Description | (Optional) Description of the segment. A useful description contains the following:
|
| Active | Segments are active by default. When a segment is active, it is ready to match visitors on your website.
To deactivate a segment temporarily from matching, slide the toggle to No. To remove a segment permanently, delete it. |
| Display to Agent | Agents can see when Genesys Cloud matches external contacts to a segment. However, not all segments are relevant to all agents. For example, a segment that matches based on a contact’s search for a specific product that an agent does not support or, a segment that matches based on sensitive personal data or data that an agent must not see because of privacy restrictions. To prevent agents from seeing a segment, slide the toggle to No. Segments that do not appear to agents still appear in Live Now and reports. The segments can also be used in orchestration to trigger action maps. These segments remain in a customer’s record. |
| Segment display color | The background color to use when Genesys Cloud displays the segment name (for example, in Live Now and the Action Map report). To prevent agents from seeing a segment, slide the toggle to No. |
| Define your Segment Conditions | |
| Customer attributes | Attributes that identify visitors based on characteristics such as location, browser, or device type. |
| Customer journey | Attributes that identify visitors based on their shared behaviors. For example, completing a form or going to a specific webpage. |
| Event source | To track a customer’s journey, select the source. |
| Segment expiry | |
| Expires after (Days) | Segments can persist on an external contact for a defined duration, that is, between one and 30 days. This process enables segments to be assigned outside active web or app sessions and used for orchestration across future interactions—extending their value beyond the moment they are initially applied. |
Customer attributes
For more information about visitor attribute operators, see operators. For more information about visitor attributes that enable UTM-tracking of campaign-specific activities, see Campaign attributes.
Note: The system doesn’t validate free form text. If you misspell a value, the segment doesn’t trigger. For example, typing “moble” instead of “mobile” as the device category.
| Attribute name | Description | Examples |
|---|---|---|
| Device category | Category of device that the visitor is using. |
|
| Device type | Type of device that the visitor is using. |
|
| OS family | Operating system family that the visitor is using. |
|
| Browser family | Browser family that the visitor is using, including all versions of the browser within that family. |
|
| Browser version | Major version of the browser that the visitor is using. |
|
| Campaign source* | A search engine, newsletter, or other source (UTM parameter). |
|
| Campaign medium* | Medium such as email or cost-per-click (UTM parameter). |
|
| Campaign name* | Specific product promotion or strategic campaign (UTM parameter). |
|
| Campaign term* | Keywords for this ad (UTM parameter). |
|
| Campaign content* | Ads or links that point to the same URL (UTM parameter). | |
| Campaign Click ID* | A unique number that generates when a potential customer clicks an affiliate link (UTM parameter). |
|
| Campaign network* | Ad network to which the click ID belongs (UTM parameter). |
|
| Country | Visitor’s country. |
|
| City | Visitor’s city or town. |
|
| Region | Visitor’s region.
To track by United States, supply the two-digit state code in all capital letters. |
|
| Post code | Visitor’s postal code. |
|
| CCA2 code | Two-letter country code. |
|
| Browser language code | Language to which the visitor’s browser is set. | |
| Device OS language | Language to which the visitor’s device is set. | |
| Organization name | Organization name derived from the IP. |
|
| Referral URL | Referrer page URL. |
|
| Referral hostname | Referrer host or hostname. |
|
| Referral medium | Referrer medium |
|
| Authenticated | This setting indicates whether the event was produced during an authenticated session. |
|
| App name | Name of the application |
|
| App namespace | Unique application ID |
|
| App version | Application version number |
|
| App build number | Application build number |
|
Customer journey session types
For more information about each type of session, see:
- Web sessions
- App sessions
Note:
To track a more complex visitor journey, define multiple conditions. Genesys Cloud evaluates all conditions in the visitor journey sequentially, in the order that you define them.
Note:
- The system does not validate free form text. If you misspell a value, the segment does not trigger. For example, typing “ACB Retailer” when the page title is “ABC Retailer.”
- When specifying a time for a custom web event, include milliseconds.
- When specifying numeric values for a custom web event, only numeric relational operators are available. For example, you have a custom event called “CartValue” and you want to target all customers who have a cart value of $100 or more. Select the “greater than or equal to” operator and type 100 in the value box. Note: You can include decimal points but not the currency symbol.
Session type (Event source) | Examples | Example events in the session |
|---|---|---|
| Web | A user goes to your website and completes a form to place an online order. |
|
| App | A user enters the application to perform a search for a product and adds it to the basket. |
|
| Attribute name | Description | Session | Example |
| autotrackClick | To track when and where a visitor clicks a webpage. For more information, see autotrackClick. | Web | Clicks ‘More’ button. |
| Custom attribute | Allows you to identify groups of visitors based on characteristics and behaviors that are specific to your business. | Web App | “productCode” or “productName” |
| Event name | Represents actions that occur on your website or on your mobile app. For example, an object clicked (such as a button, link, or menu option), error generated, inactivity detected, URL changed, or scroll detected.
For more information about configuring events, see About modules. | Web App | The recommended format is object_action.
|
| form:track | To track the value of webpage form submissions. For more information, see forms:track. | Web | sign-up-form |
| Page URL | URL of the page. A full protocol is required. | Web | https://www.genesys.com/?s&q=predictive%20engagement |
| Page title | Meta title of the page (not the heading on the page). | Web | Contact Us |
| Page hostname | Host name of the page’s URL. | Web | app.genesys.cloud |
| Page domain | Domain of the page’s URL. | Web | app.genesys.cloud |
| Page fragment | A fragment of the page’s URL, sometimes called a named anchor. It usually appears at the end of a URL and begins with a hash (#) character followed by the identifier. | Web | #/journey/segment/create |
| Page keywords | Keywords from the HTML<meta>tag of the page. | Web | contact |
| Page pathname | Path name of the page. | Web | /journey/admin/ |
| Search query | Represents the keywords in a visitor’s search query. | Web | test |
| URL query string | Query a string that passes to the page in the current event. | Web | q=test |
| Screen name | Name of the viewed mobile app screen | App | Products |
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