Thank you Robert for your reply, there were few settings which I was missing (thanks to Prem Venkatesh). And the chat we use the "messaging" and not the "web chat" so we can't time it and put them directly to the agent.
Original Message:
Sent: 05-19-2024 18:55
From: Robert Wakefield-Carl
Subject: Genesys Predictive Engagement
So, you need 3 things. First you need the segments to report on and act on. Then you need the Outcome that could be the timer trigger or based on segments. Then you need an action map that will offer the chat based on the segment/outcome/condition. The Orchestration part of the Action Map is key.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 05-14-2024 00:26
From: Phaneendra Avatapalli
Subject: Genesys Predictive Engagement
Hi Everyone,
I'm reaching out to inquire if anyone has experience working with Segments and Actions maps for Predictive Engagement. I'm currently exploring this feature and encountering some difficulties in getting it to work properly.
Here's the scenario: I have a webpage with the Digital bot enabled. I created a segment with attributes (campaign name) and added the customer journey (page URL), then saved the segment. Subsequently, I went to the action maps and created a rule: if a customer stays on this particular webpage for more than a minute, it should offer the webchat.
However, despite trying various options, I'm unable to get this feature to work as intended. Although I can see it in the "Live now" section, the segments matched display as "No assigned Segments," and the chat is not being offered.
If anyone has experience or insights into resolving this issue, I would greatly appreciate your assistance.
Regards
Phaneendra
#DigitalBots #PredictiveEngagement #PredictiveRouting
#DigitalChannels
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Phaneendra Avatapalli
Monash University
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