Manage segments

AI-generated summary

Genesys Cloud provides a comprehensive visitor tracking and segment management system that supports up to 500 customizable segments based on user behaviors and characteristics. The platform's segmentation features include customizable attributes, agent visibility controls, condition-based classification, and configurable expiry periods ranging from 1-30 days. Technical implementation requires specific Journey and External Contacts permissions. The system captures extensive visitor data across web and app sessions, including device information (Apple, Samsung, HTC), operating systems (Android, iOS, Windows), and browsers (Chrome, Firefox, Safari) with version details. Campaign tracking encompasses UTM parameters, while geographic data collection includes country, city, region, and postal code information. User interactions are monitored through both Web and App sessions, tracking events like form completions, order placements, product searches, and basket additions. The platform implements detailed event tracking with attributes such as autotrackClick, custom business-specific characteristics, and standardized event naming conventions. URL-related tracking includes comprehensive page information, from full URLs to page titles and meta tags. The system supports complex visitor journey analysis through sequential condition evaluation and numeric value monitoring, though requires exact text matching for triggers. Integration capabilities extend to Live Now features and action map triggers, while maintaining rule-based language and customer-centric criteria without exposing PII or internal terminology.

PrerequisitesClick to expand

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 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: The segment information in clear, rule-based language, which is concise (≤ 100 words), customer-centric, and free of PII or internal terminologies. The common customer behavior or attribute in one sentence, for example, “Users who viewed pricing and started checkout.” List of two to three key criteria or thresholds such as pages visited, time on site, event count. Defines what is in versus out of scope to avoid overlap with other segments.
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.	desktop mobile other tablet
Device type	Type of device that the visitor is using.	Apple Archos Asus Google HTC Huawei Nokia Samsung SUN Microsystems Unknown
OS family	Operating system family that the visitor is using.	Android Chrome OS Firefox OS Google iOS Linux Mac OS Tizen Unknown Windows 9x Windows CE Windows NT Windows Phone Ubuntu
Browser family	Browser family that the visitor is using, including all versions of the browser within that family.	Chrome Firefox HTC_HD2_T8585 Opera IE Mobile Internet Explorer Opera Safari SamsungBrowser Viera
Browser version	Major version of the browser that the visitor is using.	55
Campaign source*	A search engine, newsletter, or other source (UTM parameter).	direct adWords Google
Campaign medium*	Medium such as email or cost-per-click (UTM parameter).	direct organicsocialppcwebsite-ppc
Campaign name*	Specific product promotion or strategic campaign (UTM parameter).	test campaign Summer19
Campaign term*	Keywords for this ad (UTM parameter).	device trialsubscription
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).	CjwKCAiA1ZDiBRAXEiwAIWyNC2J6QZBJYwXHJPsZ khECGKaZ7nRjmNEQzmn1Hqh8Labvn3FQ-Tn1pRoCEDYQAvD_BwE
Campaign network*	Ad network to which the click ID belongs (UTM parameter).	search network display network
Country	Visitor’s country.	United States
City	Visitor’s city or town.	Chicago
Region	Visitor’s region. To track by United States, supply the two-digit state code in all capital letters.	Midwest IN
Post code	Visitor’s postal code.	60610
CCA2 code	Two-letter country code.	US
Browser language code	Language to which the visitor’s browser is set.	en-GB Standard browser language codes
Device OS language	Language to which the visitor’s device is set.	en-GB Standard browser language codes
Organization name	Organization name derived from the IP.	alto-universal.com
Referral URL	Referrer page URL.	https://alto-universal.com/auto#quote-details
Referral hostname	Referrer host or hostname.	alto-universal.com
Referral medium	Referrer medium	search, social, email, unknown, internal, paid
Authenticated	This setting indicates whether the event was produced during an authenticated session.	Boolean: True or False
App name	Name of the application	Alto-universal
App namespace	Unique application ID	com.alto-universal.testapp
App version	Application version number	2.6.11
App build number	Application build number	15

Customer journey session types

For more information about each type of session, see:

Web sessions
App sessions

When you define a condition that includes a visitor journey attribute, Genesys Cloud matches contacts based on whether they take action. For example, visitors who complete a form, go to a specific webpage or screen in an app, or add a product to their shopping cart but don’t complete the purchase. For more information about visitor journey attribute operators, see .

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.	Go to the website. Go to the online order form. Complete the form. Submit the form.
App	A user enters the application to perform a search for a product and adds it to the basket.	Enter the application Perform search Add to basket

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.

Go to the website.
Go to the online order form.
Complete the form.
Submit the form.

App

A user enters the application to perform a search for a product and adds it to the basket.

Enter the application
Perform search
Add to 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. button_click link_click page_scroll key_press textbox_entry
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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