About digital user tracking

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Genesys Cloud's digital user tracking system captures user behavior across websites and mobile apps to enable proactive customer engagement and advanced journey analytics. The platform collects event data in real-time to provide journey visualization and contextual insights for agents, supporting visitor tracking, journey mapping, session monitoring, and visitor activity reporting. Key capabilities include custom web events through the Messenger JavaScript SDK, external contact enrichment, tag manager integration, and Identity Resolution to connect customer interactions across multiple channels such as web and voice. Managers and supervisors access live visitor tracking information, performance reports, and historical journey data through dedicated performance views and filters. The system enables customer segmentation and personalization through tracked events and outcomes, with implementation options including web tracking configuration, mobile app tracking, and integration with Predictive Engagement for proactive interactions. Users can view historical interaction data, monitor active visitors via Live Now, and access session information through journey map icons. The platform supports advanced features including Automerge functionality to automatically merge contacts, external ID mapping to connect web events to voice calls, and Journey Management for understanding and optimizing customer journeys. Custom web events can be configured through the Journey JavaScript SDK, while web chat engagement is managed via Predictive Engagement settings. A legacy tracking solution remains available for web chat features during migration to web messaging, with documented migration pathways to newer solutions. Digital user tracking data supports comprehensive analytics, segmentation, and personalization functionality across the platform. Additional resources address GDPR compliance considerations, event pricing, permissions requirements, and widget configuration for web chat interactions, ensuring organizations can implement the system in accordance with regulatory requirements and operational needs.