ATC/Current/AdminGuide/About sessions - Revision history

WikiSysop at 11:45, October 28, 2022

2022-10-28T11:45:54Z

WikiSysop at 09:45, October 28, 2022

2022-10-28T09:45:49Z

Barbara.martin@genesys.com: Published

2021-05-18T18:37:55Z

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2021-05-04T18:37:32Z

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2021-04-29T13:57:18Z

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2021-04-14T12:18:20Z

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2021-04-01T16:06:00Z

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Barbara.martin@genesys.com: Published

2020-12-18T19:04:05Z

Published

@@ Line 23: / Line 23: @@
 **If you deployed the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Tracking_snippet|display text=tracking snippet}} to your website, see {{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Record|display text=ac('record')}}
 **If you deployed the [https://help.mypurecloud.com/articles/?p=239328 messenger snippet] to your website, see [https://developer.genesys.cloud/api/digital/webmessaging/messengersdk/SDKCommandsEvents#journey-record Journey.record]
 }}{{TSSection
 |sectionheading=Event types
@@ Line 49: / Line 33: @@
 *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Event_types|anchor=Tooltip|display text=Configure the tooltip}}
 *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Event_types|anchor=DeleteEventType|display text=Delete an event type}}
 }}
 }}

@@ Line 4: / Line 4: @@
 |Dimension=Sessions
 |Platform=GenesysCloud
-|ComingSoon=Yes
+|ComingSoon=No
-|Context=Web sessions, conversation sessions, custom sessions, and custom events provide rich context for agents about each customer's personal journey with your company.
+|Context=Web sessions and conversation sessions provide rich context for agents about each customer's personal journey with your company.
 |TSSection={{TSSection
 |sectionheading=Overview
@@ Line 23: / Line 23: @@
 **If you deployed the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Tracking_snippet|display text=tracking snippet}} to your website, see {{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Record|display text=ac('record')}}
 **If you deployed the [https://help.mypurecloud.com/articles/?p=239328 messenger snippet] to your website, see [https://developer.genesys.cloud/api/digital/webmessaging/messengersdk/SDKCommandsEvents#journey-record Journey.record]
 }}{{TSSection
 |sectionheading=Session Library

@@ Line 2: / Line 2: @@
 |DisplayName=About journey shaping with sessions and events
 |TocName=About sessions and events
 |Platform=GenesysCloud
 |ComingSoon=Yes

@@ Line 13: / Line 13: @@
 }}{{TSSection
 |sectionheading=Web sessions
-|description={{MINTYDOCSPRODUCT}} allows agents to view the complete history of web-based interactions that customers have with your website. We verify contacts when web sessions begin and track specific types of web events. You can also use the {{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Record|display text=Journey JavaScript SDK}} to track more customer behaviors on your website.
+|description={{MINTYDOCSPRODUCT}} allows agents to view the complete history of web-based interactions that customers have with your website. We verify contacts when web sessions begin and track specific types of web events.
 |relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions#WSOverview|display text=Overview}}
 *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions|anchor=VerifyContacts|display text=How we verify contacts on your website}}
@@ Line 19: / Line 19: @@
 *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions|anchor=WebSessionEvents|display text=Web session events}}
 *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions|anchor=CustomizeWebEvent|display text=Customize how agents view web events}}
-*{{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Record|display text=Capture customer behavior with ac('record')}}
+*Capture custom website events with one of the following:
 }}{{TSSection
 |sectionheading=Custom sessions and custom events

@@ Line 30: / Line 30: @@
 *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|anchor=ConfigureAgentView|display text=Configure how agents view custom events}}
 *[https://developer.genesys.cloud/api/rest/v2/journey/customevents.html Custom Events API in the Developer Center]
 }}{{TSSection
 |sectionheading=Session Library

@@ Line 29: / Line 29: @@
 *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|anchor=CustomEventsAttributes|display text=Attributes for custom event types}}
 *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|anchor=ConfigureAgentView|display text=Configure how agents view custom events}}
-*[https://developer.mypurecloud.com/api/rest/v2/journey/customevents.html Custom Events API in the Developer Center]
+*[https://developer.genesys.cloud/api/rest/v2/journey/customevents.html Custom Events API in the Developer Center]
 *{{Link-Standalone|topic=ATC/CustomEventsLimits}} (AI-23)
 }}{{TSSection

@@ Line 7: / Line 7: @@
 |TSSection={{TSSection
 |sectionheading=Overview
-|description=As a business, you want to collect data about all the ways in which a customer interacts with your company, along with the outcomes of those interactions. {{MINTYDOCSPRODUCT}} captures this information as {{GlossaryTooltip|term=session}}'''s''' and {{GlossaryTooltip|term=event}}'''s'''.
+|description=As a business, you want to collect data about all the ways in which a customer interacts with your company, along with the outcomes of those interactions. {{MINTYDOCSPRODUCT}} captures this information as sessions and events.
 You can analyze this data to acquire business intelligence, develop a unified view of the customer, improve agent and bot performance, deflect calls, improve customer satisfaction, and improve business outcomes.
@@ Line 24: / Line 24: @@
 |description={{MINTYDOCSPRODUCT}} allows agents to view the complete history of conversation (phone and chat) sessions that customers have with your company. Each conversation session includes the key events that occur when a customer contacts your company through one of your available channels.
-You can view conversations for inbound calls, outbound calls, and web chats. When agents interact with a customer through a conversation channel, they can see the details of previous {{GlossaryTooltip|term=event}}'''s'''  that occurred during that conversation. Conversation sessions do not include ACD campaign calls, business calls, or callbacks.
+You can view conversations for inbound calls, outbound calls, and web chats. When agents interact with a customer through a conversation channel, they can see the details of previous events that occurred during that conversation. Conversation sessions do not include ACD campaign calls, business calls, or callbacks.
 |relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=ConvoOverview|display text=Overview}}
 *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=SupportedChannels|display text=Supported channels}}
@@ Line 36: / Line 36: @@
 }}{{TSSection
 |sectionheading=Custom sessions and custom events
-|description=With custom sessions and custom {{GlossaryTooltip|term=event}}'''s''', you can track customer activity in external systems and display it to agents. Review an example of a custom session and learn about the significance of custom session types and attributes.
+|description=With custom sessions and custom events, you can track customer activity in external systems and display it to agents. Review an example of a custom session and learn about the significance of custom session types and attributes.
 |relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|display text=Overview}}
 *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|anchor=CreateCustomEvents|display text=Send a custom event to start a custom session}}
@@ Line 44: / Line 44: @@
 *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|anchor=ConfigureAgentView|display text=Configure how agents view custom events}}
 *[https://developer.mypurecloud.com/api/rest/v2/journey/customevents.html Custom Events API in the Developer Center]
 }}{{TSSection
 |sectionheading=Session Library
@@ Line 62: / Line 63: @@
 }}{{TSSection
 |sectionheading=Event types
-|description=Event types are templates of attributes that you capture for events. You can view the available event types and configure how specific instances of {{GlossaryTooltip|term=event}}'''s''' appear to agents.
+|description=Event types are templates of attributes that you capture for events. You can view the available event types and configure how specific instances of events appear to agents.
 |relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Event_types|anchor=Overview|display text=Overview}}
 *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Event_types|anchor=WhereAgentsSeeEvent|display text=Where agents see event-specific information}}