It’s completely valid to feel thrown off when the data doesn’t line up - trying to track a customer’s intent is like using a map where the landmarks keep moving while you’re driving. You’re just trying to get a clear picture of the journey before triggering an offer.
The Predictive Engagement dashboard shows a high engagement score for a specific segment, but the action map isn’t firing the expected offer. It’s like having a GPS say you’ve arrived at the destination, but you’re still staring at an empty lot. The developer documentation mentions, quote, “Engagement scores are calculated based on the weight of the events triggered during the session,” but the math isn’t adding up here.
Here’s the setup:
- Genesys Cloud Predictive Engagement
- Web Tracking SDK v2.1
- Journey segment based on page views and dwell time
I’ve tried these steps:
- Verified the segment criteria in the UI
- Ran a
GET /api/v2/journey/actionmapscall to ensure the map is active and correctly linked - Cleared browser cache and cookies to force a fresh session
The SDK is sending the events, but the action map seems to be ignoring the score threshold. The logs are doing jack all for me.