Difference between revisions of "ATC/Current/AdminGuide/Sessions events overview"

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|TocName=Types of sessions
 
|TocName=Types of sessions
 
|Context=Learn about the types of sessions that {{MINTYDOCSPRODUCT}} uses to organize groups of related events.
 
|Context=Learn about the types of sessions that {{MINTYDOCSPRODUCT}} uses to organize groups of related events.
−
|Dimension=Journey Shaping
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|Dimension=Sessions
 
|ComingSoon=Yes
 
|ComingSoon=Yes
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|Platform=GenesysEngage-cloud, PureConnect, GenesysCloud
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|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 
|Section={{Section
 
|Section={{Section
 
|sectionHeading=Types of sessions
 
|sectionHeading=Types of sessions
 
|anchor=SessionTypes
 
|anchor=SessionTypes
 
|alignment=Vertical
 
|alignment=Vertical
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|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.  
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|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"
 
{{{!}} class="wikitable"
 
{{!}}+
 
{{!}}+
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!Example events in the session
 
!Example events in the session
 
{{!}}-
 
{{!}}-
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{{!}}Web
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{{!}}{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions}}
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{{!}}A user goes to your website and completes a form to place an online order.
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{{!}}Customer goes to your website and completes a form to place an online order.
 
{{!}}
 
{{!}}
 
#Go to the website.
 
#Go to the website.
 
#Go to the online order form.
 
#Go to the online order form.
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#Complete the fields in the form.
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#Complete the form.
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#Click the submit button.
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#Submit the form.
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{{!}}}<br />
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|Status=No
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}}{{Section
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|alignment=Vertical
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|structuredtext=DOC-3294 Removed conversation entry temporarily<br />
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{{{!}} class="wikitable"
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!Session type
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!Examples
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!Example events in the session
 
{{!}}-
 
{{!}}-
 
{{!}}Conversation
 
{{!}}Conversation
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{{!}}A customer calls your help desk and talks with an agent.  
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{{!}}Customer calls your help desk and speaks to an agent.
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A customer accepts a web chat and is routed to an agent.  
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Customer accepts a web chat and the conversation routes to an agent.
 
{{!}}
 
{{!}}
 
#Call the help desk.
 
#Call the help desk.
−
#Be routed to an agent.
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#Route to an agent.
 
#Receive the resolution.
 
#Receive the resolution.
 
#End the call.
 
#End the call.
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#Be assigned a wrap-up code.
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#Assign a wrap-up code.
 +
{{!}}}
 +
 
 +
 
 +
Removed custom sessions as part of AI-381 rollback.
 +
{{{!}} class="wikitable"
 
{{!}}-
 
{{!}}-
 
{{!}}Custom
 
{{!}}Custom
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{{!}}An order is shipped.
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{{!}}Order ships.
 
{{!}}
 
{{!}}
−
#Removed from inventory stock.
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#Remove from inventory stock.
 
#Put on a plane.
 
#Put on a plane.
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#Delivered to a distribution center.
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#Deliver to a distribution center.
 
#Put on a truck.
 
#Put on a truck.
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#Delivered to a customer's address.
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#Deliver to customer's address.
 
{{!}}}
 
{{!}}}
−
 
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|Status=Yes
−
 
 
−
For more detailed information about each type of session, see:
 
−
 
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions}}
 
−
 
 
−
<br />
 
−
|Status=No
 
 
}}
 
}}
 
}}
 
}}

Latest revision as of 07:00, December 2, 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 about the types of sessions that Genesys Predictive Engagement uses to organize groups of related events.

Types of sessions

Genesys Predictive Engagement 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.

Session type Examples Example events in the session
Web sessions Customer goes to your website and completes a form to place an online order.
  1. Go to the website.
  2. Go to the online order form.
  3. Complete the form.
  4. Submit the form.

DOC-3294 Removed conversation entry temporarily

Session type Examples Example events in the session
Conversation Customer calls your help desk and speaks to an agent.

Customer accepts a web chat and the conversation routes to an agent.

  1. Call the help desk.
  2. Route to an agent.
  3. Receive the resolution.
  4. End the call.
  5. Assign a wrap-up code.


Removed custom sessions as part of AI-381 rollback.

Custom Order ships.
  1. Remove from inventory stock.
  2. Put on a plane.
  3. Deliver to a distribution center.
  4. Put on a truck.
  5. Deliver to customer's address.
Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/Sessions_events_overview (2025-06-20 18:27:56)"
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