Conversation sessions

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Feature coming soon!Understand how to capture information about customer conversation interactions (phone calls and chats) and present it to agents.

Related pages:

Overview

When you track your website with Genesys Predictive Engagement, we also capture the history of conversation interactions between agents and customers. A conversation interaction is any interaction that involves a phone call or web chat. For each conversation interaction, we create a corresponding conversation session.

Important
Both web chats and phone calls can occur within a single conversation session.

Supported channels

Genesys Predictive Engagement supports the following channels as conversation sessions:


AI-303 Insert link in above section

How conversation sessions begin

A conversation session can begin when:

  • A customer calls the support center (inbound call)
  • An agent calls a customer (outbound call)
  • Genesys Predictive Engagement offers a chat and the customer accepts the offer
  • A customer starts a chat directly on a web page (reactive chat)
  • A customer starts a web messaging interaction

How we verify contacts in a conversation

When a customer comes to your website, we attempt to verify their identity using their personal identifiable information (phone number or email address). Agents can also verify a customer manually. For more information, see About external contacts.

Conversation session cards

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Agents see a separate session card for each conversation session. The session card includes:


Session card colors

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The following table explains the significance of the session card colors.

Color Description
White Abandoned. The customer ended the conversation before the agent could assign a wrap-up code.
Gray Inactive. The conversation session ended and the agent assigned a wrap-up code.
Blue Active. The conversation session is ongoing.

Session card icons

As a conversation session progresses, the icon displayed in the session card may change. The following table explains the icons that appear in the session card.

Channel In progress Missed/Abandoned
Call (inbound)
InboundCallIcon.png
Missed-call.png
Call (outbound) Outbound-call.png
Missed-call.png
Chat
Chat.png
Cc-webchat-missed.png

Status and wrap up codes

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The available statuses are:

  • Waiting: the customer is in the queue and waiting for an agent to accept the interaction
  • Ended by Customer: the customer abandoned the call or chat
When an agent assigns a wrap-up code to end a call or chat, the wrap-up code replaces the status. For more information about creating wrap-up codes, see About wrap-up codes.

Conversation events in segments, outcomes, and action maps

During a conversation, we record the following events:

  • Routed (waiting in queue)
  • Connected to agent
  • Ended (either of the following)
    • Agent wraps up
    • Customer abandons (ends the session before the agent wraps it up)

You can use these events and their corresponding attributes to build segments and outcomes.

You can use these events to trigger an action map, but only if that action map uses an Architect flow action.



Web chats vs. web sessions

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Agents see separate session cards for web sessions and conversation sessions:


Scenario: Remind a customer to register their purchase for a warranty

You can create a segment based on a conversation journey event. For example, suppose you want a segment for customers who purchase a product after speaking with an agent. You could use that segment to trigger an action map that reminds the customer to register the product for its warranty.

To implement this scenario:

  1. Create a wrap-up code called Completed sale.
  2. Create a segment called Completed sale.
  3. Build a content offer called Register product warranty.
  4. Build an action map: