Visitor Journey is a powerful feature that revolutionizes how agents interact with visitors, providing invaluable insights into their behaviors and preferences. With Visitor Journey, agents can access the complete history of interactions, allowing for a deeper understanding of each visitor's needs. This advanced functionality enables us to elevate the level of personalization in customer service, ultimately leading to exceptional service quality.

The required configuration on the Genesys Cloud side

All the necessary elements for proper functioning are automatically installed using the Wizard. In your Genesys Cloud organization, an integration (interaction widget) and a group (TrueEngage_VisitorJourneyAgents) are created to which Agents and other individuals who need access to the application will be assigned.

Adding Agents

The integration is only visible to users added to the appropriate group "TrueEngage_VisitorJourneyAgent" in the Genesys Cloud CX organization. Initial users must be added by the administrator who installed TrueEngage in the organization:

Step 1. In Genesys Cloud go to Admin -> Directory -> Groups

Step 2. Find group "TrueEngage_VisitorJourneyAgent"

Step 3. Click Edit, and add the selected individuals to the group.

<aside> ✅ Done. After refreshing the page, the Visitor Journey information panel should be visible to every added user

</aside>

Available analysis data

The VisitorJourney application consists of several modules, each displaying different sets of data collected about the visitor.

Users current activity

provides information about when and on which pages the visitor has been, and how they arrived at our website.