Digital user tracking prerequisites and permissions
AI-generated summary
Genesys Cloud's digital user tracking system requires a comprehensive framework of prerequisites, permissions, and technical configurations to monitor customer interactions and website behavior effectively. Organizations must enable the Predictive Engagement feature, maintain appropriate CX licenses (CX 1 Digital Add-on II, CX 2, CX 3, or CX 4), and implement Genesys AI Experience for web and mobile event tracking, with technical implementation requiring Messenger deployment on websites or mobile applications and proper digital user tracking setup.
The system operates through role-based access control, with permissions assigned by organization administrators through the Admin panel via Menu > User Management > Roles and Permissions. Segment permissions enable creation, viewing, editing, and deletion of customer segments through the Journey > Segment interface. Configuration and deployment settings permissions allow management of digital user tracking configuration, including web tracking settings in both legacy Predictive Engagement and Messenger Configuration environments, with capabilities to edit and deploy Messenger instances. The Visit permission grants access to live tracking information about current website visitors, while customer permissions enable creation and management of customer records with access to visit history.
Administrator permissions encompass event viewing to monitor customer behavior such as searches and cart additions; outcome management to define and track business goals; report access to view Visitor Activity reports; and customer record management. Agent-level permissions include routing capabilities such as queue management (joining, searching, and viewing queues) and digital user tracking permissions that provide visibility into customer contacts, sessions, action maps, events, outcomes, segments, and real-time predictions. This structured approach enables real-time monitoring of customer interactions and business outcomes while maintaining appropriate access levels across different user roles within the organization. Permission changes require several minutes to take effect after assignment, enabling organizations to maintain security and operational efficiency while supporting comprehensive digital engagement capabilities.
To use and see digital user tracking features, you need the permissions listed in this article. Make sure that your role includes the appropriate permissions or contact an administrator for assistance. For more information about Genesys Cloud’s feature permissions, see Roles and permissions overview and Product, roles, and permissions list.
Predictive Engagement feature enabled in your organization. For more information, contact your designated Customer Success Manager.
Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 4, or Genesys Cloud CX 1 Digital Add-on II license.
Digital user tracking bases permissions on tasks or job functions. An administrator from the Genesys Cloud organization must assign the appropriate permissions to the selected user or users.
Event
The event permission enables you to view customer behavior on the website. For example, when a customer performs a search or adds an item to a cart.
This permission
Allows these actions
Journey > Event – View
View existing events.
Outcome
To assist customers in achieving the organization’s business goals, first define each business goal as an outcome. Outcome permissions help you create and manage those goals.
This permission
Allows these actions
All permissions under Journey > Outcome
Create, view, edit, and delete outcomes.
All permissions under Journey > Outcome Predictor
Create, view, edit, and delete outcome predictions.
Reports
The Visitor Activity report helps you to track how visitors use your website.
This permission
Allows these actions
Journey > Report – View
View existing reports.
Segments
A segment represents a group of customers who share some characteristic or who all behave the same way on your website. Segment permissions enable you to create and manage those groups.
This permission
Allows these actions
All permissions under Journey > Segment
Create, view, edit, and delete segments.
Configuration and deployment
Settings permissions allow you to manage and view digital user tracking configuration, including web tracking settings.
This permission
Allows these actions
Journey > Settings – Edit
Edit legacy tracking settings in Predictive Engagement.Visit
All permissions under Web Deployments > Configurations
Edit and save digital user tracking configuration, including web tracking settings, in Messenger Configuration.
All permissions under Web Deployments > Deployments
Edit and save Messenger deployments to deploy digital user tracking.
Visit
The visit permission allows you to see Live Now live tracking information about visitors who are currently on your website.
This permission
Allows these actions
Journey > Visit – View
View visits.
Customers
Customer permissions allow you to create new customers and see details about them, including their visit history.
This permission
Allows these actions
All permissions under Journey > Customer
Create and view customer records.
Routing permissions for agents
This table lists the Genesys Cloud routing permissions available for agents to work with queues and Predictive Engagement.
This permission
Allows these actions
Routing > Agent – On Queue
Go on queue.
Routing > Queue – Join
Join a queue.
Routing > Queue – Search
Search for brief queue information.
Routing > Queue – View
View queues.
Digital user tracking agent permissions
This table lists the digital user tracking permissions available to agents.
This permission
Allows these actions
External Contacts > Contact – View
To view a contact.
External Contacts > Session – View
View a contact’s journey.
Journey > Action Map – View
View action maps
Journey > Event – View
See events on the customer journey map.
Journey > Event Type – View
See event information.
Journey > Outcome – View
See outcomes achieved and scores for a visit.
Journey > Segment – View
See matched segments for a visit.
Journey > OutcomeScores – View
See real-time predictions
Journey > Session – View
See live tracking information about visitors who are currently on your website.
Add digital user tracking permissions
Assign digital user tracking administrator permissions to the user’s appropriate administrator role and assign digital user tracking agent permissions to the user’s appropriate agent role.
Click Menu > User Management > Roles and Permissions.
Find the role using the Search field or by paging through the list.
In the Actions column, click and from the menu that appears, click Edit Role.
Click the Permissions tab and click All Permissions.
Select the appropriate Predictive Engagement permissions and click Save.
Note: Permission changes can take a few minutes to take effect.
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Digital user tracking prerequisites and permissions - Genesys Cloud Resource Center