Difference between revisions of "ATC/Current/AdminGuide/About sessions"
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|TSSection={{TSSection | |TSSection={{TSSection | ||
|sectionheading=Overview | |sectionheading=Overview | ||
| − | |description=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. {{MINTYDOCSPRODUCT}} captures this information as | + | |description=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. {{MINTYDOCSPRODUCT}} 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. | 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. | ||
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|description={{MINTYDOCSPRODUCT}} allows agents to view the complete history of conversation (phone and chat) sessions that customers have with your company. Each conversation session includes the key events that occur when a customer contacts your company through one of your available channels. | |description={{MINTYDOCSPRODUCT}} allows agents to view the complete history of conversation (phone and chat) sessions that customers have with your company. Each conversation session includes the key events that occur when a customer contacts your company through one of your available channels. | ||
| − | You can view conversations for inbound calls, outbound calls, and web chats. When agents interact with a customer through a conversation channel, they can see the details of previous | + | You can view conversations for inbound calls, outbound calls, and web chats. When agents interact with a customer through a conversation channel, they can see the details of previous events that occurred during that conversation. Conversation sessions do not include ACD campaign calls, business calls, or callbacks. |
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=ConvoOverview|display text=Overview}} | |relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=ConvoOverview|display text=Overview}} | ||
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=SupportedChannels|display text=Supported channels}} | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=SupportedChannels|display text=Supported channels}} | ||
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|sectionheading=Custom sessions and custom events | |sectionheading=Custom sessions and custom events | ||
| − | |description=With custom sessions and custom | + | |description=With custom sessions and custom events, you can track customer activity in external systems and display it to agents. Review an example of a custom session and learn about the significance of custom session types and attributes. |
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|display text=Overview}} | |relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|display text=Overview}} | ||
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|anchor=CreateCustomEvents|display text=Send a custom event to start a custom session}} | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|anchor=CreateCustomEvents|display text=Send a custom event to start a custom session}} | ||
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|anchor=ConfigureAgentView|display text=Configure how agents view custom events}} | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|anchor=ConfigureAgentView|display text=Configure how agents view custom events}} | ||
*[https://developer.mypurecloud.com/api/rest/v2/journey/customevents.html Custom Events API in the Developer Center] | *[https://developer.mypurecloud.com/api/rest/v2/journey/customevents.html Custom Events API in the Developer Center] | ||
| + | *{{Link-Standalone|topic=ATC/CustomEventsLimits}} (AI-23) | ||
}}{{TSSection | }}{{TSSection | ||
|sectionheading=Session Library | |sectionheading=Session Library | ||
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}}{{TSSection | }}{{TSSection | ||
|sectionheading=Event types | |sectionheading=Event types | ||
| − | |description=Event types are templates of attributes that you capture for events. You can view the available event types and configure how specific instances of | + | |description=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. |
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Event_types|anchor=Overview|display text=Overview}} | |relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Event_types|anchor=Overview|display text=Overview}} | ||
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Event_types|anchor=WhereAgentsSeeEvent|display text=Where agents see event-specific information}} | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Event_types|anchor=WhereAgentsSeeEvent|display text=Where agents see event-specific information}} | ||
Revision as of 18:22, February 19, 2021
Feature coming soon!Web sessions, conversation sessions, custom sessions, and custom events 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. You can also use the Journey JavaScript SDK to track more customer behaviors on your website.
Conversation sessions
Genesys Predictive Engagement allows agents to view the complete history of conversation (phone and chat) sessions that customers have with your company. Each conversation session includes the key events that occur when a customer contacts your company through one of your available channels.
You can view conversations for inbound calls, outbound calls, and web chats. When agents interact with a customer through a conversation channel, they can see the details of previous events that occurred during that conversation. Conversation sessions do not include ACD campaign calls, business calls, or callbacks.
Custom sessions and custom events
With custom sessions and custom events, you can track customer activity in external systems and display it to agents. Review an example of a custom session and learn about the significance of custom session types and attributes.
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.