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 | + | |description=As a business, you want to collect data about all the ways in which a user 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'''. |
| − | You can | + | 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. |
| − | |||
| − | |||
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Sessions_events_overview}} | |relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Sessions_events_overview}} | ||
}}{{TSSection | }}{{TSSection | ||
|sectionheading=Web sessions | |sectionheading=Web sessions | ||
| − | |description={{MINTYDOCSPRODUCT}} allows agents to view the complete history of web-based interactions customers have with your company. We verify contacts when web sessions begin and | + | |description={{MINTYDOCSPRODUCT}} allows agents to view the complete history of web-based interactions that customers have with your company. We verify contacts when web sessions begin and track specific type of web events automatically. 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. |
|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}} | ||
| Line 24: | Line 22: | ||
}}{{TSSection | }}{{TSSection | ||
|sectionheading=Conversation sessions | |sectionheading=Conversation sessions | ||
| − | |description={{MINTYDOCSPRODUCT}} allows agents to view the complete history of conversation (phone and chat) sessions customers have with your company. Each conversation session includes the key events that occur when a user 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 user 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 user | + | You can view conversations for inbound calls, outbound calls, and web chats. When agents interact with a user 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. |
|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}} | ||
| Line 39: | Line 37: | ||
|sectionheading=Custom sessions and custom events | |sectionheading=Custom sessions and custom events | ||
|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. | |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. | ||
| − | |relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions | + | |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}} | ||
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|anchor=BikeScenario|display text=Scenario: Bike delivery}} | *{{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=CustomEventsAttributes|display text=Attributes for custom event types}} | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|anchor=CustomEventsAttributes|display text=Attributes for custom event types}} | ||
*{{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] |
| + | *{{Link-Standalone|topic=ATC/CustomEventsLimits}} | ||
}}{{TSSection | }}{{TSSection | ||
|sectionheading=Session Library | |sectionheading=Session Library | ||
| − | |description=The Session Library allows you to configure how data | + | |description=The Session Library allows you to configure how session data appears to agents. |
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_library|anchor=Overview|display text=Overview}} | |relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_library|anchor=Overview|display text=Overview}} | ||
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_library|anchor=View|display text=View sessions and events}} | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_library|anchor=View|display text=View sessions and events}} | ||
| Line 55: | Line 54: | ||
}}{{TSSection | }}{{TSSection | ||
|sectionheading=Session attributes | |sectionheading=Session attributes | ||
| − | |description=Session attributes are the building blocks you | + | |description=Session attributes are the building blocks you use to design the session cards that agents see. Projections allow you to design a consolidated view of related data. |
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_attributes|display text=Overview}} | |relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_attributes|display text=Overview}} | ||
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_attributes|anchor=SessionTypes|display text=How session types relate to session attributes}} | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_attributes|anchor=SessionTypes|display text=How session types relate to session attributes}} | ||
| Line 76: | Line 75: | ||
|description=Agents see session cards when they interact with customers. Learn how to design the layout and make the cards visible. | |description=Agents see session cards when they interact with customers. Learn how to design the layout and make the cards visible. | ||
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_card|anchor=Overview|display text=Overview}} | |relatedarticles=*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_card|anchor=Overview|display text=Overview}} | ||
| − | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_card|anchor= | + | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_card|anchor=Layout|display text=Layout}} |
| − | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_card|anchor=SetTitle|display text= | + | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_card|anchor=Icon|display text=Icon}} |
| − | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_card|anchor=SegmentsOutcomes|display text= | + | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_card|anchor=SetTitle|display text=Title}} |
| − | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_card|anchor=SelectSessionAttributes|display text= | + | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_card|anchor=SegmentsOutcomes|display text=Segments matched}} |
| − | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_card|anchor=MakeVisible|display text= | + | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_card|anchor=SelectSessionAttributes|display text=Session attributes}} |
| + | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Session_card|anchor=MakeVisible|display text=Display to agents}} | ||
}} | }} | ||
}} | }} | ||
Revision as of 13:51, November 4, 2020
This topic is part of the manual Genesys Predictive Engagement Administrator's Guide for version Current of Genesys Predictive Engagement.
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 user interacts with your company along with the outcomes of those interactions. Genesys Predictive Engagement captures this information asNo resultss andNo resultss.
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 company. We verify contacts when web sessions begin and track specific type of web events automatically. 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 user 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 user through a conversation channel, they can see the details of previousNo resultss 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 customNo resultss, 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 are the building blocks you use 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 ofNo resultss 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.
Comments or questions about this documentation? Contact us for support!