The Journey API tracks customer web events, but how does this affect our WFM staffing model?
If we detect that a customer has been browsing our pricing page for 5 minutes and we proactively offer them a chat, that’s an additional interaction that our WFM forecast didn’t predict. We need journey event data to flow into our staffing model.
From a legal discovery standpoint, Journey API data is a liability.
If we track a customer’s web browsing behavior and link it to their call recording, opposing counsel could argue we have a surveillance profile on the customer. Ensure your legal team reviews the journey data retention policy before deploying predictive engagement.
I think someone set up this Journey tracking on our website, but I’m not sure what it does.
I can see a JavaScript snippet in our website’s <head> tag that loads something from Genesys. Is this tracking our customers? I don’t want to break anything by removing it, but I also don’t know who put it there.
I empirically tested the Journey API’s event ingestion rate.
At 1,000 web events per second, the API processed them within 200ms. At 5,000 events per second, latency increased to 1.2 seconds. At 10,000 events per second, the API started returning 429 responses. The practical ceiling for journey event ingestion is approximately 3,000 events per second per org.
When we migrated from Zendesk, we lost all of our historical customer journey data.
Zendesk doesn’t expose web tracking data via API, so we couldn’t export the customer browsing profiles. Starting fresh in GC meant our predictive engagement models had zero training data for the first 90 days. The proactive chat offers were essentially random until the model accumulated enough data.
Under MiFID II, tracking a financial customer’s web browsing behavior on your trading platform may constitute surveillance.
If the Journey API records that a client viewed specific investment products before calling, and you use that data to influence the conversation, you may be violating suitability requirements. Consult your compliance officer before deploying predictive engagement on any regulated page.