Difference between revisions of "ATC/Current/AdminGuide/About sessions"
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|DisplayName=About journey shaping with sessions and events | |DisplayName=About journey shaping with sessions and events | ||
|TocName=About sessions and events | |TocName=About sessions and events | ||
| + | |Dimension=Sessions | ||
|Platform=GenesysCloud | |Platform=GenesysCloud | ||
| − | |ComingSoon= | + | |ComingSoon=No |
| − | |Context=Web sessions | + | |Context=Web sessions and conversation sessions provide rich context for agents about each customer's personal journey with your company. |
|TSSection={{TSSection | |TSSection={{TSSection | ||
|sectionheading=Overview | |sectionheading=Overview | ||
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|sectionheading=Web sessions | |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 | + | |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}} | |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}} | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions|anchor=VerifyContacts|display text=How we verify contacts on your website}} | ||
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions|anchor=WebSessionEvents|display text=Web session events}} | *{{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-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions|anchor=CustomizeWebEvent|display text=Customize how agents view web events}} | ||
| − | * | + | *Capture custom website events with one of the following: |
| − | + | **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] | |
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Event_types|anchor=Tooltip|display text=Configure the tooltip}} | *{{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}} | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Event_types|anchor=DeleteEventType|display text=Delete an event type}} | ||
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Latest revision as of 11:45, October 28, 2022
This topic is part of the manual Genesys Predictive Engagement Administrator's Guide for version Current of Genesys Predictive Engagement.
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
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.
Comments or questions about this documentation? Contact us for support!