Easily measure ROI of web chat activity with Genesys Predictive Engagement and Adobe Analytics. To sync with the Adobe Analytics cookie, the Predictive Engagement tracking tag is first updated with the SDK module to capture the Adobe Analytics Experience Cloud Identifier, after which web chat activity can be sent over to Adobe Analytics for use in reporting and attribution modelling. Through the Predictive Engagement widget snippet, a user interacts with the widget and each of these interactions produces events which the snippet can send through to Adobe Analytics. The web chat session and the corresponding Adobe Analytics session of the user are stitched with the Adobe Experience Cloud Identity Service ID. Integration is easy and there is no PII data concerns. All data is linked to the Experience Cloud identifier and the Predictive Engagement cookie, so user's privacy and security is protected. The integration is working if the action events trends in Adobe Analytics correlate with the Predictive Engagement reporting.

Administrators can now use the autotrackOfferStateChangesInAdobeAnalytics SDK module to pass web chat and content offer state changes in real time to Adobe Analytics. Customers are responsible for mapping the data and creating the reports in Adobe Analytics. For more information, see autotrackOfferStateChangesInAdobeAnalytics in the Journey JavaScript SDK. This feature has no restriction by user or required user to access.