About journey shaping with sessions and events

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event

An event represents a single activity, such as when a user purchases a product.

event

An event represents a single activity, such as when a user purchases a product.

event

An event represents a single activity, such as when a user purchases a product.

event

An event represents a single activity, such as when a user purchases a product.

session

A set of related events that involve a single user, within a given timeframe.

Feature coming soon!Web sessions, conversation sessions, custom sessions, and custom events provide rich context for agents about each customer's personal journey with your company.


Overview

As a business, you want to collect data about all the ways in which a user interacts with your company along with the outcomes of those interactions. Genesys Predictive Engagement captures this information as sessions and events.

You can analyze this data to acquire business intelligence, develop a unified view of the customer, improve agent and bot performance, deflect calls, improve customer satisfaction, and improve business outcomes.

Web sessions

Genesys Predictive Engagement allows agents to view the complete history of web-based interactions that customers have with your company. We verify contacts when web sessions begin and track specific type of web events automatically. You can also use the Journey JavaScript SDK to track more customer behaviors on your website.

Conversation sessions

Genesys Predictive Engagement allows agents to view the complete history of conversation (phone and chat) sessions that customers have with your company. Each conversation session includes the key events that occur when a user contacts your company through one of your available channels.

You can view conversations for inbound calls, outbound calls, and web chats. When agents interact with a user through a conversation channel, they can see the details of previous events that occurred during that conversation. Conversation sessions do not include ACD campaign calls, business calls, or callbacks.

Custom sessions and custom events

With custom sessions and custom events, you can track customer activity in external systems and display it to agents. Review an example of a custom session and learn about the significance of custom session types and attributes.

Session Library

The Session Library allows you to configure how session data appears to agents.

Session attributes

Session attributes are the building blocks you use to design the session cards that agents see. Projections allow you to design a consolidated view of related data.

Event types

Event types are templates of attributes that you capture for events. You can view the available event types and configure how specific instances of events appear to agents.

Session cards

Agents see session cards when they interact with customers. Learn how to design the layout and make the cards visible.