Event types

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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 are multiple event instances as customers interact with your website or third-party products. Each event type has distinct attributes. For example, the Bike delivery scenario includes an order placed event type with an attribute of order ID. Each time a delivery session occurs, there are 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 that 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 rests their mouse on an icon in the map, a tooltip provides more details.

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

Make event information meaningful to agents

Following are the ways that you can help agents understand this event-related data:

  • Configure the list of events
    • Use friendly names:
      Events originate as API calls for custom events or as the result of SDK methods for a web session. When Genesys Predictive Engagement receives events, it uses the original naming conventions. Typically, 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 can provide any number of events to Genesys Predictive Engagement, 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 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 event type from agents.
  • Configure the tooltip
    • Use friendly names:
      Agents can see an event's attributes when they rest their mouse on the event in the customer journey map. Ensure that the information appears as you want it to.
    • Hide unnecessary events:
      To keep tooltips easy to use, showcase 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. To specify whether agents see this event in the list, set the Display to agents toggle.

Configure the tooltip

1

When agents rest their mouse on 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. Ensure that the event attribute name is meaningful 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, set the toggle to Yes.
  3. To specify whether agents see this event in the tooltip, set the Display to agents toggle.
  4. To delete a tooltip, click the Delete icon.

Delete an event

1

Deleting an event means that the event no longer appears in the Session Library and agents can no longer see it.

Important
To prevent a custom event from re-appearing, change the originating API call.