Genesys Cloud - Main

In this video, @Brian Feeney discusses a new feature "Web events available in Journey Management"

Administrators can now use web events captured by Genesys Predictive Engagement (GPE) in Journey Management. These events (for example, page clicks, form completions, cart creation, or messenger selection), can be connected to later actions like virtual agent engagement, agent assistance, or knowledge searches. This update gives analysts a complete view of customer behavior by linking activity that begins on the web to subsequent interactions across channels. With web events available in the Journey Analysis canvas, analysts can connect these events to other supported touchpoints and analyze conversion and drop-off patterns using funnels and charts.

Release notes: https://help.genesys.cloud/release-notes/genesys-cloud/december-15-2025/

#TAMStudios #FeatureReview #PredictiveEngagement