ATC/Current/AdminGuide/Sessions events overview - Revision history

WikiSysop at 07:00, December 2, 2022

2022-12-02T07:00:38Z

WikiSysop at 12:16, October 28, 2022

2022-10-28T12:16:14Z

WikiSysop at 09:30, October 28, 2022

2022-10-28T09:30:52Z

Barbara.martin@genesys.com: Published

2021-05-18T18:38:21Z

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Barbara.martin@genesys.com: Published

2021-04-01T16:17:58Z

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Barbara.martin@genesys.com: Published

2021-02-19T18:30:31Z

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Barbara.martin@genesys.com: Published

2020-12-18T19:05:32Z

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Barbara.martin@genesys.com: Published

2020-12-17T15:47:39Z

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Barbara.martin@genesys.com: Published

2020-11-04T13:51:36Z

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DannaShirley: Published

2020-07-28T10:20:16Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Types of sessions
|TocName=Types of sessions
|Context=Learn about the types of sessions that {{MINTYDOCSPRODUCT}} uses to organize groups of related events.
|Dimension=Journey Shaping
|ComingSoon=Yes
|Platform=GenesysEngage-cloud, PureConnect, GenesysCloud
|Section={{Section
|sectionHeading=Types of sessions
|anchor=SessionTypes
|alignment=Vertical
|structuredtext={{MINTYDOCSPRODUCT}} organizes data about each user's activity into sessions. In its simplest terms, a {{GlossaryTooltip|term=session}} is a set of related events that involve a single user, within a given timeframe.
{{{!}} class="wikitable"
{{!}}+
!Session type
!Examples
!Example events in the session
{{!}}-
{{!}}Web
{{!}}A user goes to your website and completes a form to place an online order.
{{!}}
#Go to the website.
#Go to the online order form.
#Complete the fields in the form.
#Click the submit button.
{{!}}-
{{!}}Conversation
{{!}}A customer calls your help desk and talks with an agent.
A customer accepts a web chat and is routed to an agent.
{{!}}
#Call the help desk.
#Be routed to an agent.
#Receive the resolution.
#End the call.
#Be assigned a wrap-up code.
{{!}}-
{{!}}Custom
{{!}}An order is shipped.
{{!}}
#Removed from inventory stock.
#Put on a plane.
#Delivered to a distribution center.
#Put on a truck.
#Delivered to a customer's address.
{{!}}}

For more detailed information about each type of session, see:

*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions}}

<br />
|Status=No
}}
}}

@@ Line 46: / Line 46: @@
 #Assign a wrap-up code.
 {{!}}}
-|Status=Yes
-}}{{Section
-|alignment=Vertical
+Removed custom sessions as part of AI-381 rollback.
 {{{!}} class="wikitable"
 {{!}}-

@@ Line 18: / Line 18: @@
 !Example events in the session
 {{!}}-
-{{!}}Web
+{{!}}{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions}}
 {{!}}Customer goes to your website and completes a form to place an online order.
 {{!}}
@@ Line 25: / Line 25: @@
 #Complete the form.
 #Submit the form.
-{{!}}-
+{{!}}}<br />
 |Status=No
 }}{{Section
@@ Line 60: / Line 45: @@
 #End the call.
 #Assign a wrap-up code.
 {{!}}}
 |Status=Yes
 }}
 }}

@@ Line 4: / Line 4: @@
 |TocName=Types of sessions
 |Context=Learn about the types of sessions that {{MINTYDOCSPRODUCT}} uses to organize groups of related events.
 |ComingSoon=Yes
 |Platform=PureConnect, GenesysCloud, GenesysEngage-cloud

@@ Line 11: / Line 11: @@
 |anchor=SessionTypes
 |alignment=Vertical
-|structuredtext={{MINTYDOCSPRODUCT}} organizes data about each customer's activity into sessions. In its simplest terms, a {{GlossaryTooltip|term=session}} is a set of related events that involve a single customer, within a given timeframe.
+|structuredtext={{MINTYDOCSPRODUCT}} 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.
 {{{!}} class="wikitable"
 {{!}}+

@@ Line 11: / Line 11: @@
 |anchor=SessionTypes
 |alignment=Vertical
-|structuredtext={{MINTYDOCSPRODUCT}} organizes data about each visitor's activity into sessions. In its simplest terms, a {{GlossaryTooltip|term=session}} is a set of related events that involve a single visitor, within a given timeframe.
+|structuredtext={{MINTYDOCSPRODUCT}} organizes data about each customer's activity into sessions. In its simplest terms, a {{GlossaryTooltip|term=session}} is a set of related events that involve a single customer, within a given timeframe.
 {{{!}} class="wikitable"
 {{!}}+
@@ Line 19: / Line 19: @@
 {{!}}-
 {{!}}Web
-{{!}}Visitor goes to your website and completes a form to place an online order.
+{{!}}Customer goes to your website and completes a form to place an online order.
 {{!}}
 #Go to the website.
@@ Line 27: / Line 27: @@
 {{!}}-
 {{!}}Conversation
-{{!}}Visitor calls your help desk and speaks to an agent.
+{{!}}Customer calls your help desk and speaks to an agent.
-Visitor accepts a web chat and the conversation routes to an agent.
+Customer accepts a web chat and the conversation routes to an agent.
 {{!}}
 #Call the help desk.

@@ Line 6: / Line 6: @@
 |Dimension=Journey Shaping
 |ComingSoon=Yes
-|Platform=GenesysEngage-cloud, PureConnect, GenesysCloud
+|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=Types of sessions
@@ Line 23: / Line 23: @@
 #Go to the website.
 #Go to the online order form.
-#Complete the fields in the form.
+#Complete the form.
-#Click the submit button.
+#Submit the form.
 {{!}}-
 {{!}}Conversation
-{{!}}A customer calls your help desk and talks with an agent.
+{{!}}A customer calls your help desk and speaks to an agent.
-A customer accepts a web chat and is routed to an agent.
+A customer accepts a web chat and the conversation routes to an agent.
 {{!}}
 #Call the help desk.
-#Be routed to an agent.
+#Routes to an agent.
 #Receive the resolution.
 #End the call.
-#Be assigned a wrap-up code.
+#Assign a wrap-up code.
 {{!}}-
 {{!}}Custom
-{{!}}An order is shipped.
+{{!}}An order ships.
 {{!}}
-#Removed from inventory stock.
+#Remove from inventory stock.
 #Put on a plane.
-#Delivered to a distribution center.
+#Deliver to a distribution center.
 #Put on a truck.
-#Delivered to a customer's address.
+#Deliver to customer's address.
 {{!}}}
-For more detailed information about each type of session, see:
+For more information about each type of session, see:
 *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions}}
 *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions}}
 *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions}}
 |Status=No
 }}
 }}