Event types

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

Feature coming soon!Learn how to configure how event-related information appears to agents.

Prerequisites

  • Configure the following permissions in Genesys Cloud:
    • Journey > Session Type > View
    • Journey > Session Type > Add
    • Journey > Session Type > Edit
    • Journey > Session Type > Delete
    • Journey > Event Type > View
    • Journey > Event Type > Add
    • Journey > Event Type > Edit
    • Journey > Event Type > Delete

Overview

An event type represents a type of organization-specific activity that you track as part of a custom session or a web session. For each event type, there will be multiple event instances as customers interact with your website or third-products. Additionally, each event type has distinct attributes. For example, the Bike delivery scenario includes an an order placed event type with an attribute of order ID. Each time a delivery session occurs, there may be multiple order placed events. For each order placed event, there is a unique order ID value.


Where agents see event-specific information

Agents see event-related data in the journey map when they view session details. The following image shows a web session. The pages the customer visited appear along the left, and the specific events that occurred during the session appear in the customer journey map. When the agent hovers over an icon in the map, a tooltip provides more details.

As the following section explains, you can change both the names of the events and the information in the tooltip.
TooltipExample2.png

Make event information meaningful to agents

There are several ways in which you can help agents understand this event-related data:

  • Configure the list of events
    • Use friendly names:
      Events originate as API call for custom events or as the results of SDK methods for a web session. When Altocloud receives events, it uses the naming conventions that were originally used by the developers that implemented the events. In many cases, these event names are technical names that may be unfamiliar to agents. You can use the Session Library to configure friendlier names that are appropriate for agents.
    • Hide unnecessary events:
      A session may provide any number of events to Altocloud, but only some of those events may be helpful or useful to agents. For example, for the delivery session, you might have a custom event called Generate BOL with attributes that list all of the purchased items on a Bill of Lading. A Bill of Lading is significant to personnel directly involved in the movement of freight. Customers and agents would not have questions or concerns about it. Therefore, you might opt to hide all instances of this type of event from agents.
  • Configure the tooltip
    • Use friendly names:
      Agents see an event's attributes when they hover over the event in the customer journey map. Make sure the information that appears looks how you want it to.
    • Hide unnecessary events:
      Keep tooltips easy-to-use by showcasing only a few events there.

View event types for a session

1

In the Session Library, click the title of a session to see the types of events that can occur during it.

Configure the list of events

1

Assign meaningful event names and hide unnecessary events. For more information and examples, see Make event information meaningful to agents.
Important
Web sessions You cannot rename or hide the following types of events:
  • page_viewed
  • widget_web_chat_submitted
  1. Next to the event, under Actions click Edit.
  2. In the Event Information tab, in the Event name box, type a meaningful name.
  3. Set the Display to agents toggle to determine whether or not agents see this event in the list.

Configure the tooltip

1

When agents hover over an event in the customer journey map, they see a tooltip that contains event details. The event attribute appears, followed by its value for the specific event. Make sure the event attribute name is helpful to agents. For more information and examples, see Make event information meaningful to agents.

  1. On the Attributes tab, give each event a meaningful name.
  2. To display the event attribute on the tooltip that agents see when they hover over the event on the customer journey map, set the toggle to Yes.
  3. Set the Display to agents toggle to determine whether or not agents see this event in the tooltip.

Delete an event type

1

Deleting an event means that the event will no longer appear in the Session Library and agents will no longer see it.
Important
To prevent a custom event from re-appearing, you must also change the originating API call.
  1. Admin > Altocloud > Session Library.
  2. Next to the event, under Actions click Delete.
  3. Click Delete.