Difference between revisions of "ATC/Current/AdminGuide/About sessions"
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**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 {{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] | **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] | ||
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Revision as of 09:45, October 28, 2022
Web sessions and conversation sessions provide rich context for agents about each customer's personal journey with your company.
Contents
Overview
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. Genesys Predictive Engagement 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.
Web sessions
Genesys Predictive Engagement 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.
- Overview
- How we verify contacts on your website
- Web session type
- Web session events
- Customize how agents view web events
- Capture custom website events with one of the following:
- If you deployed the tracking snippet to your website, see ac('record')
- If you deployed the messenger snippet to your website, see Journey.record
Session Library
The Session Library allows you to configure how session data appears to agents.
Session attributes
Session attributes allow you to design the session cards that agents see. Projections allow you to design a consolidated view of related data.
Event types
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.
Session cards
Agents see session cards when they interact with customers. Learn how to design the layout and make the cards visible.