Custom sessions and custom events

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This topic is part of the manual Altocloud Administrator's Guide for version Current of Altocloud.

Limited Availability Understand how to capture information about customer activity in your third-party system and present it to agents.

Prerequisites

Overview

With Altocloud's RESTful Journey API, you can track a customer's experience with your organization across a variety of third-party products and systems by using custom sessions and custom events. A custom session represents a sequential set of related organization-specific events that occur in a third-party system, for a particular user within a given period of time. These events are called custom events.

Use the Session Library to configure how we present this activity to agents.

Send a custom event to start a custom session

You can start a custom session by sending a custom event from any external system that can send programmable events in the form of HTTP requests into Genesys Cloud. To do this, an external system calls the Custom Events API. For more details about this API, see the Custom Events API in the Developer Center.
Important
Data ingested via the Custom Events API can be used by Genesys Cloud for journey shaping, IVR routing, and visualization to an agent. The onus is on the organization to assess the ingestion of the data into Genesys Cloud and its usage therein complies with its own internal policies. Admins have control over what data can be shown to an agent or used for journey shaping.

Scenario: Bike delivery

The following diagram illustrates the custom events that occur after a customer purchases a bike at a retail store and requests delivery to her home address.
BikeScenario.png

1: Order placed

A customer visits a retail store and orders a custom bike. Because it is a special order, the customer requests that the bike be delivered directly to his house. When the customer places the order, the shipment tracking system calls the Custom Events API and sends Predictive Engagement a custom event called "product_purchased" for a session of type "delivery".

The API call includes a unique external Id for the session. When Predictive Engagement receives the API request, it automatically creates a new custom session and sets the event count to 1. For an example, see the the API call for the first custom event.

2: Dispatch delayed

Unfortunately, one of the bike components is not available in the warehouse and delivery is delayed. The order entry system sends an email to the customer to notify them, and it also uses the CustomEvents API to send Predictive Engagement a second custom event in the session. For an example, see the API call for the second custom event.

3: In transit

Eventually, the custom bike is complete and shipped. The shipment tracking system sends an "in transit" custom event to Altocloud.

4: Item delivered

The bike is delivered, and the shipping tracking system sends a "delivered" custom event to Altocloud.
Important
A custom session can continue to receive custom events indefinitely. When a new custom event arrives, Altocloud evaluates its session type, external ID, and customer identifier to determine whether or not to update the existing session or create a new one.

Custom session types

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Each custom session has a type. The session type is set in the API request when the first custom event in the session arrives. You cannot change this type. For more information about setting the session type via the API, see the Session types API in the Developer Center.

The session type acts as a template that contains specific attributes that you define in the Session Library. All sessions of a given type share the same attributes. The attributes that you define for a given session type will be visible to agents when they review any session of that type.

For example, in the bike delivery scenario, the session type is delivery. Compare the type of data agents would need about delivery sessions (transit status, arrival times, and so on) versus the type of data that agents would need about ATM transactions (pre- and post- transaction balances, transfer account number, and so on). Different types of custom sessions require different sets of custom data.


Attributes for custom event types

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In addition to custom session types, each custom event type includes event-specific attributes whose values can be updated during the course of the session. For the bike delivery scenario, the value of the Location attribute is set when the in transit custom event occurs and again when the item delivered custom event occurs. For information on how to configure the appearance of the event-related information to agents, see How you make event information meaningful to agents.

Configure how agents view custom events

You have several tools for configuring how data about custom sessions appears to agents. Start by reading Session attributes and Use a projection to present a consolidated view of multiple data points. Next, read Event types and Make event information meaningful to agents.