Types of sessions

From Genesys Documentation
Jump to: navigation, search

Feature coming soon!Learn about the types of sessions that Genesys Predictive Engagement uses to organize groups of related events.

Types of sessions

Genesys Predictive Engagement organizes data about each customer's activity into sessions. In its simplest terms, a session is a set of related events that involve a single customer, within a given timeframe.

Session type Examples Example events in the session
Web Customer goes to your website and completes a form to place an online order.
  1. Go to the website.
  2. Go to the online order form.
  3. Complete the form.
  4. Submit the form.
Custom Order ships.
  1. Remove from inventory stock.
  2. Put on a plane.
  3. Deliver to a distribution center.
  4. Put on a truck.
  5. Deliver to customer's address.


For more information about each type of session, see:

DOC-3294 Removed conversation entry temporarily


Session type Examples Example events in the session
Conversation Customer calls your help desk and speaks to an agent.

Customer accepts a web chat and the conversation routes to an agent.

  1. Call the help desk.
  2. Route to an agent.
  3. Receive the resolution.
  4. End the call.
  5. Assign a wrap-up code.