When you track your website with Genesys Predictive Engagement, then Genesys Predictive Engagement captures the web interactions history. This history includes the times and ways that customers visit and interact with your website.

Each time a customer arrives on your website, a new web session begins. The web session ends when a customer is inactive for 20 minutes or longer.

If you deploy the tracking snippet to your website and you use the Journey JavaScript SDK to capture a customer’s personal data while they are on your website, Genesys Predictive Engagement can identify them. 

If Genesys Predictive Engagement cannot verify that the customer has a corresponding customer record, the customer’s name appears as “Unknown” in the session card.

Genesys Predictive Engagement assigns each web session the predefined web session type. You cannot change this type.

As a customer navigates your website, Genesys Predictive Engagement collects the following data about the customer’s activity during a web session. Agents can view this information in the web session card. You can use this data to create segments, outcomes, and action maps that orchestrate future visitor journeys:

• Page views (only available if you deployed the tracking snippet to your website)
• Custom web events
• Searches

For more information about web event tracking for billing purposes, see Billing and usage.