https://all.docs.genesys.com/index.php?action=history&feed=atom&title=Summary%3AATC%2FCurrent%2FAdminGuide%2FConversation_sessions 2026-04-21T18:30:44Z Revision history for this page on the wiki MediaWiki 1.31.1 https://all.docs.genesys.com/index.php?title=Summary:ATC/Current/AdminGuide/Conversation_sessions&diff=130616&oldid=prev 2022-11-04T16:42:18Z

<p>Created page with &quot;{{Template:MLSummaryDisplay}} {{Template:MLSummary|Product=ATC|Version=Current|Manual=AdminGuide|Topic=Conversation sessions|Id=21352|Title=ATC/Current/AdminGuide/Conversatio...&quot;</p> <p><b>New page</b></p><div>{{Template:MLSummaryDisplay}}<br /> <br /> {{Template:MLSummary|Product=ATC|Version=Current|Manual=AdminGuide|Topic=Conversation sessions|Id=21352|Title=ATC/Current/AdminGuide/Conversation sessions|Document=Conversation sessions Feature coming soon! Understand how to capture information about customer conversation interactions (phone calls and chats) and present it to agents. Prerequisites Configure the following permissions in Genesys Cloud CX: To see custom sessions and custom events, agents need specific permissions. Deploy the Genesys Predictive Engagement tracking snippet. In section Overview: When you track your website with Genesys Predictive Engagement, 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. Important Both web chats and phone calls can occur within a single conversation session. In section Supported channels: Genesys Predictive Engagement supports the following channels as conversation sessions: Inbound calls Outbound calls Web chats Web messaging In section How conversation sessions begin: A conversation session can begin when: Customer calls the support center (inbound call) Agent calls a visitor (outbound call) Genesys Predictive Engagement 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 In section How we verify contacts in a conversation: 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 About external contacts. In section Conversation session cards: Agents see a separate session card for each conversation session. The session card includes: Color Title Icon (indicates call or chat) Duration Queue Agent name Journey map (visible when card is expanded) Status or wrap up code In section Session card colors: The following table explains the significance of the session card colors. 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. In section Session card icons: 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. Channel In progress Missed/Abandoned Call (inbound) Call (outbound) Chat In section Status and wrap up codes: 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 About wrap-up codes. In section Conversation events in segments, outcomes, and action maps: 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 segments and outcomes. If an action map uses an Architect flow action, you can use these events to trigger that action map. In section Web chats vs. web sessions: Agents see separate session cards for web sessions and conversation sessions: A web session begins when a customer comes to a webpage where the 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. In section Scenario: Remind a customer to register their purchase for a warranty: 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: Create a wrap-up code called Completed sale. Create a segment called Completed sale. Create a content offer called Register product warranty. 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.|Type=new|Summary=A conversation interaction is any interaction that involves a phone call or web chat. Genesys Predictive Engagement supports the following channels as conversation sessions: Inbound calls Outbound calls Web chats Web messaging. |QAns=|AddedSections=|UpdatedSections=|Link=https://all.docs.genesys.com/index.php?title=ATC/Current/AdminGuide/Conversation_sessions|Date=2022-10-28T11:30:40Z}}</div>

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