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
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|Dimension=Sessions
 
|Platform=GenesysCloud
 
|Platform=GenesysCloud
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|ComingSoon=Yes
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|ComingSoon=No
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|Context=Web sessions, conversation sessions, custom sessions, and custom events provide rich context for agents about each customer's personal journey with your company.
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|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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|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 {{GlossaryTooltip|term=session}}'''s''' and {{GlossaryTooltip|term=event}}'''s'''.   
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|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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}}{{TSSection
 
}}{{TSSection
 
|sectionheading=Web sessions
 
|sectionheading=Web sessions
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|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. You can also use the {{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Record|display text=Journey JavaScript SDK}} to track more customer behaviors on your website.
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|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}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Record|display text=Capture customer behavior with ac('record')}}
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*Capture custom website events with one of the following:
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}}{{TSSection
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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')}}
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|sectionheading=Conversation sessions
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**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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|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.
 
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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 {{GlossaryTooltip|term=event}}'''s'''  that occurred during that conversation. Conversation sessions do not include ACD campaign calls, business calls, or callbacks.
 
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|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=ConvoOverview|display text=Overview}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=SupportedChannels|display text=Supported channels}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=HowBegin|display text=How conversation sessions begin}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=Verify|display text=How we verify contacts in a conversation}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=SessionCards|display text=Conversation session cards}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=Colors|display text=Session card colors}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=SessionCardIcons|display text=Session card icons}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=StatusWrapUp|display text=Status and wrap up codes}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=WebChatsWebSessions|display text=Web chats vs. web sessions}}
 
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}}{{TSSection
 
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|sectionheading=Custom sessions and custom events
 
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|description=With custom sessions and custom {{GlossaryTooltip|term=event}}'''s''', 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.
 
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|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|display text=Overview}}
 
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*{{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=BikeScenario|display text=Scenario: Bike delivery}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|anchor=CustomSessionTypes|display text=Custom session types}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|anchor=CustomEventsAttributes|display text=Attributes for custom event types}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|anchor=ConfigureAgentView|display text=Configure how agents view custom events}}
 
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*[https://developer.mypurecloud.com/api/rest/v2/journey/customevents.html Custom Events API in the Developer Center]
 
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}}{{TSSection
 
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|sectionheading=Session Library
 
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|description=The Session Library allows you to configure how session data appears to agents.
 
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|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_library|anchor=Overview|display text=Overview}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_library|anchor=View|display text=View sessions and events}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_library|anchor=ConfigureCustomSession|display text=Configure a session}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_library|anchor=DisplaytoAgents|display text=Display session information to agents}}
 
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}}{{TSSection
 
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|sectionheading=Session attributes
 
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|description=Session attributes allow you to design the session cards that agents see. Projections allow you to design a consolidated view of related data.
 
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|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_attributes|display text=Overview}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_attributes|anchor=SessionTypes|display text=How session types relate to session attributes}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_attributes|anchor=Projection|display text=Use a projection to present a consolidated view of multiple data points}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_attributes|anchor=CreateSessionAttribute|display text=Create a session attribute}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_attributes|anchor=OperatorsSessionAtts|display text=Operators for session attributes}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_attributes|anchor=ProjectionExample|display text=Projection example}}
 
 
}}{{TSSection
 
}}{{TSSection
 
|sectionheading=Event types
 
|sectionheading=Event types
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|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 {{GlossaryTooltip|term=event}}'''s''' appear to agents.
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|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}}
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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}}
−
}}{{TSSection
 
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|sectionheading=Session cards
 
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|description=Agents see session cards when they interact with customers. Learn how to design the layout and make the cards visible.
 
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|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_card|anchor=Overview|display text=Overview}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_card|anchor=Layout|display text=Layout}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_card|anchor=Icon|display text=Icon}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_card|anchor=SetTitle|display text=Title}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_card|anchor=SegmentsOutcomes|display text=Segments matched}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_card|anchor=SelectSessionAttributes|display text=Session attributes}}
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_card|anchor=MakeVisible|display text=Display to agents}}
 
 
}}
 
}}
 
}}
 
}}

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.


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.

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.

Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/About_sessions (2025-06-20 22:23:04)"
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