Difference between revisions of "ATC/Current/AdminGuide/Web sessions"

Revision as of 13:54, October 15, 2020

This topic is part of the manual Genesys Predictive Engagement Administrator's Guide for version Current of Genesys Predictive Engagement.

Overview

When you track your website with Genesys Predictive Engagement, we capture the history of web interactions. This history includes all the times and ways that customers visited and interacted with your website.

Each time a customer arrives on your website, a new web session begins. The web session ends when a user is inactive for 20 minutes or longer.

How we verify contacts on your website

When a customer comes to your website, we attempt to verify their identity using their cookie. If no cookie is available, we attempt to verify their identity with identifiers that we collect from the web, such as phone or email.

Important

Successful verification requires a phone number in E164 format.

We do not create contacts from a cookies.

We do add cookies to existing Genesys Cloud external contacts.

If you use the Journey JavaScript SDK to capture a customer's personal data while they are on your website, it's possible for us to identify the customer. For example, you can use ac 'identify' and map traits to link customer records.

If we are unable to verify that the customer has a corresponding customer record, the customer's name appears as "Unknown" in the session card.

Web session type

We assign each web session the predefined web session type. You cannot change this type.

Web events

As a user navigates your website, Genesys Predictive Engagement collects the following data about the user's activity during a web session. Agents can view this information in the web session card. You can use this data to create segments, outcomes, and action maps that orchestra future customer journeys:

For more information about tracking limits, see [[ATC/Limits|]].
For more information about web event tracking for billing purposes, see Billing and usage.

Custom web events

You can use the ac('record') method in the Journey JavaScript SDK to track custom web events.

For example:

Button clicks (for example, add to cart, submit a form)
Check out
Play video
In-page messaging (for example, wrong password, form errors)

For these custom web events, you can track custom attributes. For example, suppose we track the following web event using ac('record').

ac('record', 'form_submitted', { 'formName': 'Loan Application', 'type': 'First Time Buyer' }, () => {});

When an agent rests their mouse on the event's icon on the customer journey map, the custom attributes and their corresponding values appear in the tooltip.

Button clicks (for example, add to cart, submit a form), checkout, play video In page messaging; wrong password, form errors

Web session cards

Agents see a separate session card for each web session. The session card includes:

Title
Icon
Duration
Current page
Session information
Journey map
Searches performed
Segments matched during the session
Outcomes achieved during the session

Configure web session cards

You can configure the appearance of the web session cards:

Name that appears as the title on all web session cards (Ex: "Web Visit")
Appearance of attributes that appear in the tooltip

For more information, see Make event information meaningful to agents.

@@ Line 3: / Line 3: @@
 |DisplayName=Web sessions
 |TocName=Web sessions
-|Context=Understand how to capture information about customer activity on your website and present it to agents.
+|Context=Learn how to capture information about customer activity on your website and present it to agents.
 |Dimension=Session Library
 |ComingSoon=Yes
@@ Line 17: / Line 17: @@
 |anchor=WSOverview
 |alignment=Vertical
-|structuredtext=When you {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_tracking|display text=track your website with {{MINTYDOCSPRODUCT}}}}, we capture the history of their web interactions. This history includes all of the times and ways in which customers visited and interacted with your website.
+|structuredtext=When you {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_tracking|display text=track your website with {{MINTYDOCSPRODUCT}}}}, we capture the history of web interactions. This history includes all the times and ways that customers visited and interacted with your website.
-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.
+Each time a customer arrives on your website, a new web session begins. The web session ends when a user is inactive for 20 minutes or longer.
-<br />
 |Status=No
 }}{{Section
@@ Line 27: / Line 25: @@
 |anchor=VerifyContacts
 |alignment=Vertical
-|structuredtext=When a customer comes to your 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.{{NoteFormat|Successful verification requires a phone number in E164 format.
+|structuredtext=When a customer comes to your website, we attempt to verify their identity using their cookie. If no cookie is available, we attempt to verify their identity with identifiers that we collect from the web, such as phone or email.{{NoteFormat|Successful verification requires a phone number in E164 format.
-We do not automatically create a new contact from a cookie.
+We do not create contacts from a cookies.
-We do add cookies to existing Genesys Cloud [https://help.mypurecloud.com/articles/about-external-contacts/ external contacts]     .|}}
+We do add cookies to existing Genesys Cloud [https://help.mypurecloud.com/articles/about-external-contacts/ external contacts].|}}
-Additionally, we may be able to identify a customer if you use the {{Link-SomewhereInThisVersion|manual=SDK|topic=Get_started|display text=Journey JavaScript SDK}} to capture a customer's personal data while they are on your website. For example, you may use  <code>{{Link-SomewhereInThisVersion|manual=SDK|topic=Identify|display text=ac 'identify'}}</code> and {{Link-SomewhereInThisVersion|manual=SDK|topic=Traits_mapper|display text=map traits to link customer records}}.
+If you use the {{Link-SomewhereInThisVersion|manual=SDK|topic=Get_started|display text=Journey JavaScript SDK}} to capture a customer's personal data while they are on your website, it's possible for us to identify the customer. For example, you can use  <code>{{Link-SomewhereInThisVersion|manual=SDK|topic=Identify|display text=ac 'identify'}}</code> and {{Link-SomewhereInThisVersion|manual=SDK|topic=Traits_mapper|display text=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.
+If we are unable to verify that the customer has a corresponding customer record, the customer's name appears as "Unknown" in the session card.
 |Status=No
 }}{{Section
@@ Line 41: / Line 39: @@
 |anchor=WebSessionType
 |alignment=Vertical
-|structuredtext=We automatically assign each web session the predefined <code>web</code> session type. You cannot change this type.
+|structuredtext=We assign each web session the predefined <code>web</code> session type. You cannot change this type.
 |Status=No
 }}{{Section
@@ Line 47: / Line 45: @@
 |anchor=WebSessionEvents
 |alignment=Vertical
-|structuredtext=As a user navigates your website, Predictive Engagement collects the following data about the user's activity as part of a web session. Agents can view this information in the web session card. This data can also be used to create {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_segments|display text=segments}}, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_outcomes|display text=outcomes}}, and {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_action_maps|display text=action maps}} that orchestra future customer journeys:
+|structuredtext=As a user navigates your website, {{MintyDocsProduct}} collects the following data about the user's activity during a web session. Agents can view this information in the web session card. You can use this data to create {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_segments|display text=segments}}, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_outcomes|display text=outcomes}}, and {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_action_maps|display text=action maps}} that orchestra future customer journeys:
 *{{Link-SomewhereInThisVersion|manual=SDK|topic=Pageview|display text=Page views}}
@@ Line 53: / Line 51: @@
 *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_tracking|anchor=SiteSearchSettings|display text=Searches}}
-For information on the number of these types of events that can be tracked per minute, see {{Link-Standalone|topic=ATC/Limits}}.<br />For information on how web events are tracked for billing purposes, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Usage}}.
+For more information about tracking limits, see {{Link-Standalone|topic=ATC/Limits}}.<br />For more information about web event tracking for billing purposes, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Usage}}.
 |Status=No
 }}{{Section
@@ Line 72: / Line 70: @@
 For these custom web events, you can track {{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Record|anchor=customAttributes|display text=custom attributes}}. For example, suppose we track the following web event using <code>ac('record')</code>.<syntaxhighlight lang="javascript">
 ac('record', 'form_submitted', { 'formName': 'Loan Application', 'type': 'First Time Buyer' }, () => {});
-</syntaxhighlight>When an agent hovers over the event's icon on the customer journey map, the custom attributes and their corresponding values appear in the tooltip.
+</syntaxhighlight>When an agent rests their mouse on the event's icon on the customer journey map, the custom attributes and their corresponding values appear in the tooltip.
@@ Line 105: / Line 103: @@
 |structuredtext=You can configure the appearance of the web session cards:
-*The name that appears as the title on all web session cards (Ex: "Web Visit")
+*Name that appears as the title on all web session cards (Ex: "Web Visit")
-*The appearance of attributes that appear in the tooltip
+*Appearance of attributes that appear in the tooltip
 For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Event_types|anchor=MakeItMeaningful|display text=Make event information meaningful to agents}}.

Genesys Predictive Engagement Administrator's Guide

Get started

Global settings

Segments

Outcomes

Action maps

Actions

Journey shaping

Journey data

Analytics

Compliance

Audit logs

FAQs