Visitor Page View

This rule fires when the customer arrives on a specified page.

Contact center administrator Akela Wolfe wants to display a proactive offer anytime a visitor displays the Classics annual conference registration page and stays on the page for 60 seconds. To accomplish this automated process, Akela creates a Visitor page view rule that uses the Time spent on page condition where she specifies the URL of the registration page and the time spent on the page as 60 seconds.

She must also associate a proactive offer action with the rule. The proactive offer can include buttons to start a chat, read a helpful knowledge base article, and so on.

Create This Rule

Click the app selector and select ACD.
Go to GUIDE > Engagement Rules.
Click Add engagement rules.
Enter a Name for the rule. Since you can assign multiple actions to the same rule, use a name based on the event or conditions rather than an associated action.
From the Event drop-down, select Visitor page view.
From the Application type drop-down, select Browser or Native. This changes the conditions that are available for this rule. See the sections below for details.
In the Delayed execution field, enter the number of seconds that Guide should wait after the selected event occurs before firing the rule. If you want it to happen immediately, enter 0.
Click Save.
From the detail page, click Activate when your rule is completely configured.

Add a Condition

From the detail page, click Add Condition.
Use the drop-down to select the condition you want. Refer to the table below for a list of conditions available for what you just created.
Click Select.
Some conditions require additional configuration. Refer to the table below for instructions.

Available Conditions: Browser

Condition Type	Details and Instructions	Requires Guide License?
Chat Is Active	Execute actions based on whether chat is available. When chat is available, you can further specify required agent skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. From the first drop-down, select Yes or No. From the Skills drop-down, select the agent skills required for the Guide engagement to be displayed.	No
Current page	This condition checks the page URL to fire the action. Page URL From the drop-down, select Equals, Not Equals, Contains, Does Not Contain, or Regex. Enter the URL for the page on your site. Separate multiple URLs on different lines. Click Save.	No
Custom condition	Execute actions based on the response from the specified URL endpoint. The response from the endpoint should return boolean (true or false). Enter the URL that returns the result of your rule.	Yes
Custom variable	Checks a custom variable that was relayed to Guide using JS API. Click Add New Custom Variable. Enter your Custom variable. From the drop-down, select one of the following: Equals (text). Not Equals (text). Contains (text). Does not contain (text). Regex (text). Lower than (number). Lower than or equal (number). Equals (number). Greater than or equal (number). Greater than (number). Enter what the variable value should be for this condition. Separate multiple values on different lines. Click Add new custom variable to add more, or click Save.	Yes
Date and time	Executes actions during or outside of specified time frames. Select a radio button to Include selected days and times or Exclude selected days and times. From the drop-down, select Day of the week or Date range. For Day of the week, select the checkbox for any day that should be a part of the condition. For Date range, type or use the pop-up calendar to select a start and end date. Use the Choose time slot options to specify times of day for this condition. Click Save.	No
Device Type	Executes actions based on the device your visitor is using, such as desktop, mobile, or tablet. Select the device types that you want this condition to apply to. Options are Mobile, Tablet, and Desktop. You can select multiple options.	No
Element clicked	Executes actions if a user clicks on a mapped part of your website. This requires the use of Engagement Mapper. Click Select. This opens a new page. Enter the name you gave the element when you mapped it. Clicked Save.	Yes
Excluded visitor tags	Executes actions based on the tags that a visitor does not have. Any visitor that does not have the tags you specify fires the action. Click Select. This opens a new page. Click Add for any tags a visitor should not have for the rule to fire. Click Back. This redirects you to the rule detail page. Tags are assigned to visitors through an engagement rule that uses the Add tag to visitor action.	Yes
External Referrer	Executes actions based on the external source that sent a visitor to your site. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex. Enter a site that sends visitors to your page. Separate multiple URLs on different lines. Click Save.	Yes
Field is edited	Executes actions if a user changes the value of a mapped field on your website. This requires the use of Engagement Mapper. Click Select. This opens a new page. Enter the name you gave the field when you mapped it. From the drop-down, select Contains, More than, Less than, Equal to, or Not equal to. Enter the new value of the field that you want this condition to apply to. Separate multiple values on different lines. Click Save.	Yes
Fingerprint	Executes actions based on data provided by the visitor's browser: OS, OS Version, Browser, Browser Version, Language, Country and Location. For each section you want to configure, use the drop-down to select In, Not In, Contains any of, Not contains any of. For each section, enter the value that matches the data type. Separate multiple values on different lines. Click Save.	No
Included visitor tags	Executes actions based on the tags that are assigned to visitors. Any visitor that has the tags you specify fires the action. Click Select. This opens a new page. Click Add for any tags a visitor should have for the rule to fire. Click Back. This redirects you to the rule detail page. Tags are assigned to visitors through an engagement rule that uses the Add tag to visitor action.	Yes
Menu item Clicked	Executes actions if a visitor selects an item from a mapped menu on your website. This requires the use of Engagement Mapper. Click Select. This opens a new page. Enter the name you gave the menu when you mapped it. From the drop-down, select Contains, More than, Less than, Equal to, or Not equal to. Enter the name of the menu item that you want this condition to apply to. Separate multiple values on different lines. Click Save.	Yes
New and Returning Visitors	Executes actions based on whether the visitor is new to your website or a returning visitor. To offer the engagement rule for new visitors: Select the New Visitors box. Click Save. To offer the engagement rule for returning visitors: Select the Returning Visitors box. Set the requirements for returning visitors, including how many previous visits and within what time span. The maximum time span is 365 days. A visit is counted when the visitor navigates to a page on which Guide is embedded. A visit ends after 30 minutes of inactivity. Click Save. If you select both the New Visitors and Returning Visitors boxes, the engagement rule fires if the visitor is new or meets the returning visitor requirements. Note that visitor data is stored in the browser. If a visitor switches browsers, they are considered a new visitor.	Yes
Page Element exists	Executes actions based on a mapped page element appearing on a website page. This requires the use of Engagement Mapper. To execute the actions based on a mapped element appearing on a website page: Click Select. This opens a new page. Enter the name you gave the mapped element. Click Save.	Yes
Proactive action grace period	Executes actions based on the last time a proactive action was used. Any actions in this workflow that would be run during this time frame are skipped. The maximum grace period for proactive actions is 30 days. In the first field, enter a number of days from 0-29. In the second field, enter a number of hours from 0-23. In the third field, enter a number of minutes from 0-59. Click Save.	Yes
Probability of execution	Executes actions based on a probability percentage. Use the slider to select a percentage. 100% means the action executes every time. 0% means the action never executes. Click Save.	Yes
Rage Clicking	Executes actions based on continuous clicks on a page. Page URL From the drop-down list, select Equals, Not Equals, Contains, Does not contain, or Regex. Enter the URL for the page on your site. Separate multiple URLs on different lines. Click Save.	Yes
Scroll Depth	Executes actions based on how far on the page a visitor scrolls. Page URL From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex. Enter the URL for the page on your site. Separate multiple URLs on different lines. Scroll Depth Add a percentage of the page. This value cannot be negative. Click Save.	Yes
Time in queue	Executes actions based on the average time contacts waited to talk with an agent over the past hour. The average is taken across all skills listed in the Queue/Skill field. For example, if you set this to Lower than 2 minutes, the engagement appears only if contacts waited, on average, less than 2 minutes to talk with an agent over the past hour. Click Select. This opens a new page. From the drop-down, select the Channel this condition applies to. All queues and subqueues for that channel prepopulate in the Queue/Skill field. You can remove skills for more specific results. From the drop-down, select Lower than, Lower than or equal, Greater than or equal, or Greater than. In the first field, enter a number of minutes from 0-30. In the second field, enter a number of seconds from 0-59. Click Save.	Yes
Time spent on current page	Executes actions based on the amount of time a visitor spends on a page. If the visitor switches pages, the timer is reset to 0. Note the following: To limit the action to specific pages, include the Current Page condition. See also the Time spent on page condition, where the time is cumulative across page visits. Time spent Enter a number of seconds. This value cannot be negative. Click Save.	Yes
Time spent on page	Executes actions based on the cumulative time that a visitor spends on selected pages. Note the following: If the visitor spends 30 seconds on a page, navigates to another page, and then returns to the original page, the time spent on the original page is 30 seconds plus any new time spent on the page. See also the Time spent on current page condition, where the time is not cumulative across page visits. Page URL From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex. Enter the URL for the page on your site. Separate multiple URLs on different lines. Time spent on page From the drop-down, select Lower than, Lower than or equal, Greater than or equal, or Greater than. Enter a number of seconds. This value cannot be negative. Click Save.	Yes
Time spent on site	Executes actions based on how much time a visitor spent on your site. This depends on a specified period of time. Time spent on website From the drop-down, select Lower than, Lower than or equal, Equals, Greater than or equal, or Greater than. Enter a number of minutes. This value cannot be negative. Number of passed days From the drop-down, select Lower than, Lower than or equal, Equals, Greater than or equal, or Greater than. Enter a number of days. This value cannot be negative. Click Save.	Yes
UTM Parameters	Executes actions based on information provided by the visitor's browser. Source From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex. Enter a site that sends visitors to your page. Medium From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex. Enter a type of link that can be used to get to your page. Campaign From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex. Enter a specific product promotion or strategic campaign. Term From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex. Enter a search term that leads visitors to your page. Content From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex. Enter a specific item that can be clicked to bring visitor to your page. Click Save.	Yes
Visited pages	Executes actions if a visitor has previously been on one or more specified pages. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex. Enter the URL of a web page for this condition. Separate multiple URLs on different lines. Click Save.	Yes

Available Conditions: Native

Condition Type	Details and Instructions	Requires Guide License?
Chat Is Active	Execute actions based on whether chat is available. When chat is available, you can further specify required agent skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. From the first drop-down, select Yes or No. From the Skills drop-down, select the agent skills required for the Guide engagement to be displayed.	No
Custom condition	Execute actions based on the response from the specified URL endpoint. The response from the endpoint should return boolean (true or false). Enter the URL that returns the result of your rule.	Yes
Custom variable	Checks a custom variable that was relayed to Guide using JS API. Click Add New Custom Variable. Enter your Custom variable. From the drop-down, select one of the following: Equals (text). Not Equals (text). Contains (text). Does not contain (text). Regex (text). Lower than (number). Lower than or equal (number). Equals (number). Greater than or equal (number). Greater than (number). Enter what the variable value should be for this condition. Separate multiple values on different lines. Click Add new custom variable to add more, or click Save.	Yes
Date and time	Executes actions during or outside of specified time frames. Select a radio button to Include selected days and times or Exclude selected days and times. From the drop-down, select Day of the week or Date range. For Day of the week, select the checkbox for any day that should be a part of the condition. For Date range, type or use the pop-up calendar to select a start and end date. Use the Choose time slot options to specify times of day for this condition. Click Save.	No
Device Type	Executes actions based on the device your visitor is using, such as desktop, mobile, or tablet. Select the device types that you want this condition to apply to. Options are Mobile, Tablet, and Desktop. You can select multiple options.	No
Excluded visitor tags	Executes actions based on the tags that a visitor does not have. Any visitor that does not have the tags you specify fires the action. Click Select. This opens a new page. Click Add for any tags a visitor should not have for the rule to fire. Click Back. This redirects you to the rule detail page. Tags are assigned to visitors through an engagement rule that uses the Add tag to visitor action.	Yes
External Referrer	Executes actions based on the external source that sent a visitor to your site. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex. Enter a site that sends visitors to your page. Separate multiple URLs on different lines. Click Save.	Yes
Fingerprint	Executes actions based on data provided by the visitor's browser: OS, OS Version, Browser, Browser Version, Language, Country and Location. For each section you want to configure, use the drop-down to select In, Not In, Contains any of, Not contains any of. For each section, enter the value that matches the data type. Separate multiple values on different lines. Click Save.	No
Included visitor tags	Executes actions based on the tags that are assigned to visitors. Any visitor that has the tags you specify fires the action. Click Select. This opens a new page. Click Add for any tags a visitor should have for the rule to fire. Click Back. This redirects you to the rule detail page. Tags are assigned to visitors through an engagement rule that uses the Add tag to visitor action.	Yes
New and Returning Visitors	Executes actions based on whether the visitor is new to your website or a returning visitor. To offer the engagement rule for new visitors: Select the New Visitors box. Click Save. To offer the engagement rule for returning visitors: Select the Returning Visitors box. Set the requirements for returning visitors, including how many previous visits and within what time span. The maximum time span is 365 days. A visit is counted when the visitor navigates to a page on which Guide is embedded. A visit ends after 30 minutes of inactivity. Click Save. If you select both the New Visitors and Returning Visitors boxes, the engagement rule fires if the visitor is new or meets the returning visitor requirements. Note that visitor data is stored in the browser. If a visitor switches browsers, they are considered a new visitor.	Yes
Proactive action grace period	Executes actions based on the last time a proactive action was used. Any actions in this workflow that would be run during this time frame are skipped. The maximum grace period for proactive actions is 30 days. In the first field, enter a number of days from 0-29. In the second field, enter a number of hours from 0-23. In the third field, enter a number of minutes from 0-59. Click Save.	Yes
Probability of execution	Executes actions based on a probability percentage. Use the slider to select a percentage. 100% means the action executes every time. 0% means the action never executes. Click Save.	Yes
Scroll Depth	Executes actions based on how far on the page a visitor scrolls. Page URL From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex. Enter the URL for the page on your site. Separate multiple URLs on different lines. Scroll Depth Add a percentage of the page. This value cannot be negative. Click Save.	Yes
Time in queue	Executes actions based on the average time contacts waited to talk with an agent over the past hour. The average is taken across all skills listed in the Queue/Skill field. For example, if you set this to Lower than 2 minutes, the engagement appears only if contacts waited, on average, less than 2 minutes to talk with an agent over the past hour. Click Select. This opens a new page. From the drop-down, select the Channel this condition applies to. All queues and subqueues for that channel prepopulate in the Queue/Skill field. You can remove skills for more specific results. From the drop-down, select Lower than, Lower than or equal, Greater than or equal, or Greater than. In the first field, enter a number of minutes from 0-30. In the second field, enter a number of seconds from 0-59. Click Save.	Yes
UTM Parameters	Executes actions based on information provided by the visitor's browser. Source From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex. Enter a site that sends visitors to your page. Medium From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex. Enter a type of link that can be used to get to your page. Campaign From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex. Enter a specific product promotion or strategic campaign. Term From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex. Enter a search term that leads visitors to your page. Content From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex. Enter a specific item that can be clicked to bring visitor to your page. Click Save.	Yes
Visited pages	Executes actions if a visitor has previously been on one or more specified pages. From the drop-down, select Equals, Not Equals, Contains, Does not contain, or Regex. Enter the URL of a web page for this condition. Separate multiple URLs on different lines. Click Save.	Yes

Add an Action

Watch a short video on adding an action to a Guide engagement rule.

From the detail page, click either Add new action or Add existing action, depending on if the action you want already exists.
If you clicked Add new action, follow the steps to create the action you want. Possible actions are: Guide Proactive Offer, Guide Template, or Guide Set Branding.
If you clicked Add existing action:
1. Use the drop-down to select the action you want.
2. Click Add.

Best Practices

A simple approach to display a Guide template or proactive offer on one or more pages is to the use Current page condition. This condition can specify one page where the template or proactive offer is displayed. It can also be defined more generally. For example, it might display the template or proactive offer on some or all pages of your website. Note the following:
- Use the Equals operator for a more specific match on the URL. For example, you might use Equals www.classics.com to just display the template or proactive offer on the home page of your website.
- Use the Contains operator for a more general match on the URL. For example, you might specify Contains classics.com to offer Guide on any page in your website that uses the domain classics.com in the page URL.
If you have a subdomain, such as www.sales.classics.com, be careful when specifying the matching page URL. For example, if you set the page URL as Contains classics.com, the rule will be a match for pages that use the classics.com or sales.classics.com domains.