View segments

AI-generated summary

Genesys Cloud's segment management system allows users to view, create, edit, and manage visitor segments with specific attributes. Segments can be viewed in a list format displaying name, update date, description, type (session/customer), active status, and color coding. Users can search segments using case-insensitive characters and sort lists by column headers in ascending or descending order. Key features include creating new segments, editing existing ones, duplicating segments for faster creation, and permanent deletion options with a deactivation alternative for temporary suspension. The system provides detailed segment reporting metrics including segment matches, configured action maps, and achieved outcomes. Segment visualization uses color-coding for display in Live Now and Action Map Reports. The interface maintains comprehensive segment details including match status for website visitors and modification dates.

PrerequisitesClick to expand

View segments list

Name: Segment name.
Updated: Date the segment was last modified.
Description: Segment description.
Type: Segment type (such as session or customer).
Active: Indicates whether the segment is ready to match visitors on your website.
Color: Background color to use when displaying the segment name (for example, in Live Now and the Action Map Report).
Options: Menu of options available for the segment, such as edit, delete, and duplicate.

Search for segments

Type one or more characters (not case-sensitive) for which to search. As you type, only the segments that match your criteria appear in the list.

A column heading with an arrow indicates that you can click the arrow to sort the list by that entity. An upward-pointing arrow indicates that the list is in ascending order and a downward-pointing arrow indicates that the list is in descending order.

Create a segment

To create a segment, click Create segment and then follow the instructions in Manage segments.

Edit a segment

To modify a segment, search for it and then click the Edit menu option. Follow the instructions in Manage segments.

Duplicate a segment

To simplify the process of creating a segment, you can duplicate an existing segment. Search for the segment to duplicate and then click the Duplicate menu option. The duplicate segment displays in edit mode. Specify a new name for the duplicate segment and then modify the remaining information as appropriate.

Delete a segment

To delete a segment permanently, search for the segment, click the Delete menu option, and then confirm.

Note: Deletion is permanent. To suspend the segment temporarily from matching, instead.

View segment report

To learn how well you are engaging specific segments of visitors, click the Segment Reporting can be found here menu option.

Name: Segment name.
Description: Segment description.
Type: Segment type (such as session or customer).
Segment Matches: Number of visitors matched to the segment.
Action Maps: Number of action maps configured to use the segment.
Outcomes Achieved: Number of outcomes achieved for the segment.
Active: Indicates whether the segment is ready to match visitors on your website.
Updated: Date the segment was last modified.
Color: Background color to use when displaying the segment name (for example, in Live Now and the Action Map Report).
Options: Menu of options available for the segment, such as edit, delete, and duplicate.

For more information about Journey Segments, see the Journey Segments view in the Genesys Cloud CX Resource Center.

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