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2022-10-28T11:30:40Z

Created page with "{{Article |Standalone=No |DisplayName=Conversation sessions |TocName=Conversation sessions |Context=Understand how to capture information about customer conversation interacti..."

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{{Article
|Standalone=No
|DisplayName=Conversation sessions
|TocName=Conversation sessions
|Context=Understand how to capture information about customer conversation interactions (phone calls and chats) and present it to agents.
|Dimension=Journey Shaping
|ComingSoon=Yes
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|Prereq='''Prerequisites'''

*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:]
**To see custom sessions and custom events, agents need specific {{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide|topic=GPE_Customer_journey|display text=permissions}}.

*{{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Get_started|display text=Deploy the {{MINTYDOCSPRODUCT}} tracking snippet.}}
|Section={{Section
|sectionHeading=Overview
|anchor=ConvoOverview
|alignment=Vertical
|structuredtext=When you {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Tracking_snippet|display text=track your website}} with {{MintyDocsProduct}}, we capture the history of conversation interactions between agents and customers. A conversation interaction is any interaction that involves a phone call or web chat. For each conversation interaction, we create a corresponding conversation session.
{{NoteFormat|Both web chats and phone calls can occur within a single conversation session.|}} 
|Status=No
}}{{Section
|sectionHeading=Supported channels
|anchor=SupportedChannels
|alignment=Vertical
|structuredtext={{MintyDocsProduct}} supports the following channels as conversation sessions:

*Inbound calls
*Outbound calls
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|display text=Web chats}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_web_messaging|display text=Web messaging}}
|Status=No
}}{{Section
|sectionHeading=How conversation sessions begin
|anchor=HowBegin
|alignment=Vertical
|structuredtext=A conversation session can begin when:

*Customer calls the support center (inbound call)
*Agent calls a visitor (outbound call)
*{{MINTYDOCSPRODUCT}} offers a chat and the customer accepts the offer
*Customer starts a chat on a web page (reactive chat)
*Customer starts a web messaging interaction
|Status=No
}}{{Section
|sectionHeading=How we verify contacts in a conversation
|anchor=Verify
|alignment=Vertical
|structuredtext=When a customer comes to your website, we attempt to verify their identity using their personal identifiable information (phone number or email address). Agents can also verify a customer manually. For more information, see [https://help.mypurecloud.com/articles/?p=70936 About external contacts].
|Status=No
}}{{Section
|sectionHeading=Conversation session cards
|anchor=SessionCards
|alignment=Horizontal
|Media=Image
|image=InboundActive.png
|structuredtext=Agents see a separate session card for each conversation session. The session card includes:

*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=Colors|display text=Color}}
*Title
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=SessionCardIcons|display text=Icon}} (indicates call or chat)
*Duration
*Queue
*Agent name
*Journey map (visible when card is expanded)
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=StatusWrapUp|display text=Status or wrap up code}}

 
|Status=No
}}{{Section
|sectionHeading=Session card colors
|anchor=Colors
|alignment=Horizontal
|Media=Image
|image=CardColors.png
|structuredtext=The following table explains the significance of the session card colors.
{{{!}} class="wikitable"
{{!}}+
!Color
!Description
{{!}}-
{{!}}White
{{!}}Abandoned. Customer ended the conversation before the agent could assign a wrap-up code.
{{!}}-
{{!}}Gray
{{!}}Inactive. Conversation session ended and the agent assigned a wrap-up code.
{{!}}-
{{!}}Blue
{{!}}Active. Conversation session is ongoing.
{{!}}}
 
|Status=No
}}{{Section
|sectionHeading=Session card icons
|anchor=SessionCardIcons
|alignment=Vertical
|structuredtext=As a conversation session progresses, the icon displayed in the session card may change. The following table explains the icons that appear in the session card.

{{{!}} class="wikitable"
{{!}}+
!Channel
!In progress
!Missed/Abandoned
{{!}}-
{{!}}Call (inbound)
{{!}}[[File:InboundCallIcon.png{{!}}left{{!}}frameless{{!}}75x75px]]
{{!}}[[File:Missed-call.png{{!}}left{{!}}frameless{{!}}75x75px]]
{{!}}-
{{!}}Call (outbound)
{{!}}[[File:Outbound-call.png{{!}}frameless{{!}}75x75px]]
{{!}}[[File:Missed-call.png{{!}}left{{!}}frameless{{!}}75x75px]]
{{!}}-
{{!}}Chat
{{!}}[[File:Chat.png{{!}}link=https://all.docs.genesys.com/File:Chat.png{{!}}left{{!}}frameless{{!}}75x75px]]
{{!}}[[File:Cc-webchat-missed.png{{!}}left{{!}}frameless{{!}}200x200px]]
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Status and wrap up codes
|anchor=StatusWrapUp
|alignment=Horizontal
|Media=Image
|image=StatusWrapUp.png
|structuredtext=The available statuses are:

*'''Waiting''': Customer is in the queue and waiting for an agent to accept the interaction
*'''Ended by Customer''': Customer abandoned the call or chat

When an agent assigns a wrap-up code to end a call or chat, the wrap-up code replaces the status. For more information about creating wrap-up codes, see [https://help.mypurecloud.com/articles/?p=187653 About wrap-up codes].
|Status=No
}}{{Section
|sectionHeading=Conversation events in segments, outcomes, and action maps
|anchor=ConvoEvents
|alignment=Vertical
|structuredtext=During a conversation, we record the following events:

*Routed (waiting in queue)
*Connected to agent
*Ended (either of the following)
**Agent wraps up
**Customer abandons (ends the session before the agent wraps it up)

You can use these events and their corresponding attributes to create {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_segments|display text=segments}} and {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_outcomes|display text=outcomes}}.

If an action map uses an {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=AboutArchFlows|display text=Architect flow action}}, you can use these events to trigger that action map.

 
|Status=No
}}{{Section
|sectionHeading=Web chats vs. web sessions
|anchor=WebChatsWebSessions
|alignment=Horizontal
|Media=Image
|image=WebSessionWebVisit.png
|structuredtext=Agents see separate session cards for web sessions and conversation sessions:

*A web session begins when a customer comes to a webpage where the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Tracking_snippet|display text=tracking snippet}} is deployed.
*A conversation session begins when a customer accepts an invitation to chat or starts a web chat on their own. The title of a web chat is always '''Web Chat'''.

 
|Status=No
}}{{Section
|sectionHeading=Scenario: Remind a customer to register their purchase for a warranty
|anchor=Scenario: RegisterWarranty
|alignment=Vertical
|structuredtext=You can create a segment based on a conversation journey event. For example, suppose you want a segment for customers who purchase a product after speaking with an agent. You could use that segment to trigger an action map that reminds the customer to register the product for its warranty.

To implement this scenario:

#[https://help.mypurecloud.com/articles/?p=52872 Create a wrap-up code] called '''Completed sale'''.
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Manage_segments|display text=Create a segment}} called '''Completed sale'''.
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Content_offers|display text=Create a content offer}} called '''Register product warranty'''.
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps|display text=Create an action map}} and:
#*Trigger the action map when a customer matches the '''Completed sale''' segment.
#*Select the content offer called '''Register product warranty'''.
|Status=Yes
}}
}}

ATC/Current/AdminGuide/Conversation sessions - Revision history

WikiSysop: Created page with "{{Article |Standalone=No |DisplayName=Conversation sessions |TocName=Conversation sessions |Context=Understand how to capture information about customer conversation interacti..."