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COMING SOON: Digital User Tracking, previously known as Journey Tracking (Targeting December 1st)

  • 1.  COMING SOON: Digital User Tracking, previously known as Journey Tracking (Targeting December 1st)

    Posted 5 hours ago

    In an upcoming release, Genesys Cloud will introduce Digital User Tracking (formerly known as Journey Tracking) natively in Messenger as part of our unified digital experience, at no additional cost for Genesys AI Experience customers. Administrators will be able to enable, configure and deploy Digital User Tracking directly from Messenger, setting customized tracking options for different web domains or business contexts. With Digital User Tracking enabled, agents will be able to see real-time customer journeys directly within the conversation view. 

    Why does this matter? 

    Currently, Journey Tracking can be enabled directly from Messenger Configurations, while web tracking settings are only accessible under Predictive Engagement. These existing settings offer limited guidance and are applied globally across the entire organization to all deployments without allowing for deployment-specific customization. 

    To streamline the implementation of Journey Tracking, the provisioning and configuration of Digital User Tracking will be fully integrated into Messenger Configurations. This will introduce a more intuitive provisioning experience.  

    Furthermore, with Digital User Tracking, Genesys AI Experience customers can track individual user behavior across websites and mobile apps for free without worrying about additional costs.

    What is the outcome? 

    Enabling Digital User Tracking will offer several benefits, including, but not limited to: 

    • Improved, faster support: Business Admins and Agents will see a detailed customer journey in real time, displaying an online visitor's navigation and interactions across tracked channels. 

    • More personalized experiences: With the customer card view, interactions will have more context, making conversations smoother and more relevant. 

    • Less frustrated visitors: Real-time visibility into customer journeys will reduce the need for visitors to re-explain actions or repeat steps, improving overall satisfaction and increasing the likelihood of positive outcomes. 

    Furthermore, Digital User Tracking fuels better insights and analytics with Journey Management, providing an understanding of the engagement funnel from web & apps (before conversations even start!). And with Digital User Tracking being the source for real-time web/app data enrichment, more personalized, context-aware engagement, and agentic journey orchestration are unlocked. 

     

    General Availability (GA) 

    The target GA date is December 1st. Any deviation from this timeline will be communicated accordingly.    

     


    #DigitalChannels

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    Mai-Christine Hoang
    Product Manager
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