Difference between revisions of "ATC/Current/AdminGuide/Web sessions"

From Genesys Documentation
Jump to: navigation, search
(Published)
 
(14 intermediate revisions by 4 users not shown)
Line 3: Line 3:
 
|DisplayName=Web sessions
 
|DisplayName=Web sessions
 
|TocName=Web sessions
 
|TocName=Web sessions
−
|Context=Understand how to capture information about customer activity on your website and present it to agents.
+
|Context=Learn how to capture information about customer activity on your website and present it to agents.
−
|Dimension=Session Library
+
|Dimension=Sessions
 
|ComingSoon=Yes
 
|ComingSoon=Yes
 
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 
|Prereq='''Prerequisites'''
 
|Prereq='''Prerequisites'''
  
−
*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
+
*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:]
−
**In order to see custom sessions and custom events, agents must be assigned specific {{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide|topic=GPE_Customer_journey|display text=permissions}}.
+
**To see custom sessions and custom events, assign agents 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.}}
+
*Deploy one of the following:
 +
**For Genesys Cloud CX customers using web messaging, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Messenger_configuration|display text=configure and deploy Genesys Messenger}}.
 +
**For all other customers, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Tracking_snippet|display text=deploy the tracking snippet}}.
 
|Section={{Section
 
|Section={{Section
 
|sectionHeading=Overview
 
|sectionHeading=Overview
 
|anchor=WSOverview
 
|anchor=WSOverview
 
|alignment=Vertical
 
|alignment=Vertical
−
|structuredtext=When you {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_tracking|display text=track your website with {{MINTYDOCSPRODUCT}}}}, we capture the history of their web interactions. This history includes all of the times and ways in which customers visited and interacted with your website.  
+
|structuredtext=When you {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_data_tracking|display text=track your website}} with {{MintyDocsProduct}}, we capture the history of web interactions. This history includes all the times and ways that customers visited and interacted with your website.  
  
−
Each time a customer arrives on your website, a new web session begins. The web session ends when a user has been inactive for 20 minutes or longer.  
+
Each time a customer arrives on your website, a new web session begins. The web session ends when a customer is inactive for 20 minutes or longer.
−
 
 
−
<br />
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
Line 27: Line 27:
 
|anchor=VerifyContacts
 
|anchor=VerifyContacts
 
|alignment=Vertical
 
|alignment=Vertical
−
|structuredtext=When a customer comes to your website, we attempt to verify their identity by using their cookie. If no cookie is available, we attempt to verify their identity with identifiers that we collect from the web, such as a phone or an email.{{NoteFormat|Successful verification requires a phone number in E164 format.  
+
|structuredtext=When a customer comes to your website, we attempt to verify their identity using their cookie. If no cookie is available, we attempt to verify their identity with identifiers that we collect from the web, such as phone or email.{{NoteFormat|&nbsp;
 +
*Successful verification requires a phone number in E164 format.  
  
−
We do not automatically create a new contact from a cookie.
+
*We do not create contacts from cookies.
  
−
We do add cookies to existing Genesys Cloud [https://help.mypurecloud.com/articles/about-external-contacts/ external contacts]     .|}}  
+
*We do add cookies to existing Genesys Cloud CX [https://help.mypurecloud.com/articles/?p&#61;70936 external contacts].|}}  
  
−
Additionally, we may be able to identify a customer if you use the {{Link-SomewhereInThisVersion|manual=SDK|topic=Get_started|display text=Journey JavaScript SDK}} to capture a customer's personal data while they are on your website. For example, you may use  <code>{{Link-SomewhereInThisVersion|manual=SDK|topic=Identify|display text=ac 'identify'}}</code> and {{Link-SomewhereInThisVersion|manual=SDK|topic=Traits_mapper|display text=map traits to link customer records}}.   
+
If you deployed the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Tracking_snippet|display text=tracking snippet}} to your website and you use the {{Link-SomewhereInThisVersion|manual=SDK|topic=Get_started|display text=Journey JavaScript SDK}} to capture a customer's personal data while they are on your website, it's possible for us to identify them. For example, you can use  <code>{{Link-SomewhereInThisVersion|manual=SDK|topic=Identify|display text=ac 'identify'}}</code> and {{Link-SomewhereInThisVersion|manual=SDK|topic=Traits_mapper|display text=map traits to link visitor records}}.   
  
−
If are unable to verify that the customer has a corresponding customer record, the customer's name appears as "Unknown" in the session card.
+
If we are unable to verify that the customer has a corresponding customer record, the customer's name appears as "Unknown" in the session card.
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
Line 41: Line 42:
 
|anchor=WebSessionType
 
|anchor=WebSessionType
 
|alignment=Vertical
 
|alignment=Vertical
−
|structuredtext=We automatically assign each web session the predefined <code>web</code> session type. You cannot change this type.
+
|structuredtext=We assign each web session the predefined web session type. You cannot change this type.
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
Line 47: Line 48:
 
|anchor=WebSessionEvents
 
|anchor=WebSessionEvents
 
|alignment=Vertical
 
|alignment=Vertical
−
|structuredtext=As a user navigates your website, Predictive Engagement collects the following data about the user's activity as part of a web session. Agents can view this information in the web session card. This data can also be used to create {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_segments|display text=segments}}, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_outcomes|display text=outcomes}}, and {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_action_maps|display text=action maps}} that orchestra future customer journeys:
+
|structuredtext=As a customer navigates your website, {{MintyDocsProduct}} collects the following data about the customer's activity during a web session. Agents can view this information in the web session card. You can use this data to create {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_segments|display text=segments}}, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_outcomes|display text=outcomes}}, and {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_action_maps|display text=action maps}} that orchestrate future visitor journeys:
  
−
*{{Link-SomewhereInThisVersion|manual=SDK|topic=Pageview|display text=Page views}}
+
*{{Link-SomewhereInThisVersion|manual=SDK|topic=Pageview|display text=Page views}} (only available if you deployed the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Tracking_snippet|display text=tracking snippet}} to your website)
 
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions|anchor=TrackMoreEvents|display text=Custom web events}}
 
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions|anchor=TrackMoreEvents|display text=Custom web events}}
 
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_tracking|anchor=SiteSearchSettings|display text=Searches}}
 
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_tracking|anchor=SiteSearchSettings|display text=Searches}}
  
−
For information on the number of these types of events that can be tracked per minute, see {{Link-Standalone|topic=ATC/Limits}}.<br />For information on how web events are tracked for billing purposes, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Usage}}.
+
For more information about web event tracking for billing purposes, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Usage}}.
 
|Status=No
 
|Status=No
 +
}}{{Section
 +
|alignment=Vertical
 +
|structuredtext=AI-23 Add to section above
 +
 +
For more information about tracking limits, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Object_limits|display text=Limits for Genesys Predictive Engagement objects}}.
 +
|Status=Yes
 
}}{{Section
 
}}{{Section
 
|sectionHeading=Custom web events
 
|sectionHeading=Custom web events
Line 61: Line 68:
 
|Media=Image
 
|Media=Image
 
|image=acrecordexample.png
 
|image=acrecordexample.png
−
|structuredtext=You can use the {{Link-SomewhereInThisVersion|manual=SDK|topic=Record|display text=ac('record') method}} in the Journey JavaScript SDK to track custom web events.  
+
|structuredtext=You can track custom web events using 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]
  
 
For example:  
 
For example:  
Line 70: Line 80:
 
*In-page messaging (for example, wrong password, form errors)
 
*In-page messaging (for example, wrong password, form errors)
  
−
For these custom web events, you can track {{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Record|anchor=customAttributes|display text=custom attributes}}. For example, suppose we track the following web event using <code>ac('record')</code>.<syntaxhighlight lang="javascript">
+
For these custom web events, you can track custom attributes. When an agent clicks the event's icon on the customer journey map, the custom attributes and their corresponding values appear in the tooltip.
−
ac('record', 'form_submitted', { 'formName': 'Loan Application', 'type': 'First Time Buyer' }, () => {});
 
−
</syntaxhighlight>When an agent hovers over the event's icon on the customer journey map, the custom attributes and their corresponding values appear in the tooltip.
 
−
 
 
−
 
 
−
 
 
−
Button clicks (for example, add to cart, submit a form), checkout, play video In page messaging; wrong password, form errors
 
−
 
 
−
 
 
−
Button clicks (for example, add to cart, submit a form), checkout, play video In page messaging; wrong password, form errors
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
Line 96: Line 97:
 
*Segments matched during the session
 
*Segments matched during the session
 
*Outcomes achieved during the session
 
*Outcomes achieved during the session
 +
|Status=No
 +
}}{{Section
 +
|sectionHeading=Where agents see event-specific information
 +
|anchor=WhereAgentsSeeEvent
 +
|alignment=Vertical
 +
|structuredtext=Agents see event-related data in the journey map when they view session details. The following image shows a web session. The pages that the customer viewed appear along the left, and the specific events that occurred during the session appear in the customer journey map. When the agent rests their mouse on an icon in the map, a tooltip provides more details.
 +
 +
As the following section explains, you can change the names of the events and the information in the tooltip.[[File:TooltipExample2.png]]
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
Line 105: Line 114:
 
|structuredtext=You can configure the appearance of the web session cards:  
 
|structuredtext=You can configure the appearance of the web session cards:  
  
−
*The name that appears as the title on all web session cards (Ex: "Web Visit")
+
*Name that appears as the title on all web session cards (Ex: "Web Visit")
−
*The appearance of attributes that appear in the tooltip
+
*Appearance of attributes in the tooltip
  
−
For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Event_types|anchor=MakeItMeaningful|display text=Make event information meaningful to agents}}.
+
<br />
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Latest revision as of 12:01, October 28, 2022

This topic is part of the manual Genesys Predictive Engagement Administrator's Guide for version Current of Genesys Predictive Engagement.

Feature coming soon!Learn how to capture information about customer activity on your website and present it to agents.

Prerequisites

Overview

When you track your website with Genesys Predictive Engagement, we capture the history of web interactions. This history includes all the times and ways that customers visited and interacted with your website.

Each time a customer arrives on your website, a new web session begins. The web session ends when a customer is inactive for 20 minutes or longer.

How we verify contacts on your website

When a customer comes to your website, we attempt to verify their identity using their cookie. If no cookie is available, we attempt to verify their identity with identifiers that we collect from the web, such as phone or email.
Important
 
  • Successful verification requires a phone number in E164 format.
  • We do not create contacts from cookies.

If you deployed the tracking snippet to your website and you use the Journey JavaScript SDK to capture a customer's personal data while they are on your website, it's possible for us to identify them. For example, you can use ac 'identify' and map traits to link visitor records.

If we are unable to verify that the customer has a corresponding customer record, the customer's name appears as "Unknown" in the session card.

Web session type

We assign each web session the predefined web session type. You cannot change this type.

Web events

As a customer navigates your website, Genesys Predictive Engagement collects the following data about the customer's activity during a web session. Agents can view this information in the web session card. You can use this data to create segments, outcomes, and action maps that orchestrate future visitor journeys:

For more information about web event tracking for billing purposes, see Billing and usage.

AI-23 Add to section above

For more information about tracking limits, see Limits for Genesys Predictive Engagement objects.

Custom web events

You can track custom web events using one of the following:

For example:

  • Button clicks (for example, add to cart, submit a form)
  • Check out
  • Play video
  • In-page messaging (for example, wrong password, form errors)
For these custom web events, you can track custom attributes. When an agent clicks the event's icon on the customer journey map, the custom attributes and their corresponding values appear in the tooltip.

Web session cards

Agents see a separate session card for each web session. The session card includes:

  • Title
  • Icon
  • Duration
  • Current page
  • Session information
  • Journey map
  • Searches performed
  • Segments matched during the session
  • Outcomes achieved during the session

Where agents see event-specific information

Agents see event-related data in the journey map when they view session details. The following image shows a web session. The pages that the customer viewed appear along the left, and the specific events that occurred during the session appear in the customer journey map. When the agent rests their mouse on an icon in the map, a tooltip provides more details.

As the following section explains, you can change the names of the events and the information in the tooltip.TooltipExample2.png

Configure web session cards

You can configure the appearance of the web session cards:

  • Name that appears as the title on all web session cards (Ex: "Web Visit")
  • Appearance of attributes in the tooltip

Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/Web_sessions (2025-06-19 06:13:16)"
Comments or questions about this documentation? Contact us for support!