Page-related tags

AI-generated summary

Genesys Cloud provides web chat and web messaging capabilities enabling real-time customer-agent communication on websites. The platform detects visitor hesitation exceeding 60 seconds on a page and records a custom "timeout-60" web event, allowing businesses to identify optimization opportunities. Legacy web chat customers use the ac() method tag to record this event, while current Genesys Cloud CX web messaging customers use the Genesys() method tag. The documentation specifies distinct implementation code for each customer type to track hesitation behavior. The platform is discontinuing support for two legacy features: Genesys Predictive Engagement (GPE) Tracking SDK v1 and ACD Web Chat v2, with Predictive Engagement also ending support for these deprecated web chat versions. Customers are encouraged to migrate to Web Messaging and Messenger, with detailed deprecation information available in corresponding documentation. The resource center provides specific code snippets and implementation guidance for both web chat and web messaging environments to facilitate proper event tracking and visitor behavior analysis.

Feature deprecations:

Genesys will no longer support Genesys Predictive Engagement (GPE) Tracking SDK v1, which is available to customers via the legacy tracking snippet under Predictive Engagement. All customers are encouraged to migrate to digital user tracking via Messenger. For more information, see .

Record a custom web event when a visitor hesitates on a page for more than 60 seconds

If a timeout completes on a page, this tag records a custom web event.

Tag for web chat customers

The following tag only applies to customers using web chat. If you are a Genesys Cloud CX customer using web messaging, use the tag for web messaging customers.

ac('dom', 'ready', function () {  setTimeout(function(){    ac('record', 'timeout-60', 'Hesitate On Page');  }, 60000);});

Tag for web messaging customers

The following tag only applies to Genesys Cloud CX customer using web messaging. If you are using web chat, use the tag for web chat customers.

Genesys("subscribe", "Journey.ready", function(){  setTimeout(function(){    Genesys("command", "Journey.record", { eventName: "timeout-60", customAttributes; { message: "Hesitate On Page"      }    });  }, 60000);});

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