ATC/Current/AdminGuide/Web sessions

Feature coming soon!Web sessions

Prerequisites

• Configure the following permissions in Genesys Cloud:
  • In order to see custom sessions and custom events, agents must be assigned specific permissions.

• Deploy the Genesys Predictive Engagement tracking snippet.

Overview

When you track your website with Genesys Predictive Engagement, agents can see the history of a customer's interactions with your website, including the different devices and browsers they used.

How we verify contacts on your website

When a customer comes to a 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.

Important

Successful verification requires a phone number in E164 format.

We do not automatically create a new contact from a cookie.

We do add cookies to existing Genesys Cloud external contacts .

Additionally, we may be able to identify a customer if you use the Journey JavaScript SDK to capture a customer's personal data while they are on your website. For example, you may use ac 'identify' and map traits to link customer 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.

How web sessions begin and end

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.

For later

As an admin, you can use the [[ATC/Current/AdminGuide/Session_library|]] to configure the session card for web sessions. This ensure that agents see the correct level of detail in a layout that is easy to use.