Difference between revisions of "ATC/Current/AdminGuide/Sessions events overview"

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#Go to the website.
 
#Go to the website.
 
#Go to the online order form.
 
#Go to the online order form.
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#Complete the fields in the form.
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#Complete the form.
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#Click the submit button.
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#Submit the form.
 
{{!}}-
 
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{{!}}Conversation
 
{{!}}Conversation
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{{!}}A customer calls your help desk and talks with an agent.  
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{{!}}A customer calls your help desk and speaks to an agent.  
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A customer accepts a web chat and is routed to an agent.  
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A customer accepts a web chat and the conversation routes to an agent.  
 
{{!}}
 
{{!}}
 
#Call the help desk.
 
#Call the help desk.
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#Be routed to an agent.
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#Routes to an agent.
 
#Receive the resolution.
 
#Receive the resolution.
 
#End the call.
 
#End the call.
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#Be assigned a wrap-up code.
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#Assign a wrap-up code.
 
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{{!}}-
 
{{!}}Custom
 
{{!}}Custom
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{{!}}An order is shipped.
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{{!}}An order ships.
 
{{!}}
 
{{!}}
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#Removed from inventory stock.
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#Remove from inventory stock.
 
#Put on a plane.
 
#Put on a plane.
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#Delivered to a distribution center.
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#Deliver to a distribution center.
 
#Put on a truck.
 
#Put on a truck.
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#Delivered to a customer's address.
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#Deliver to customer's address.
 
{{!}}}
 
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For more detailed information about each type of session, see:
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For more information about each type of session, see:
  
 
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions}}
 
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions}}
 
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions}}
 
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions}}
 
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions}}
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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!Learn about the types of sessions that Genesys Predictive Engagement uses to organize groups of related events.

Types of sessions

Genesys Predictive Engagement organizes data about each user's activity into sessions. In its simplest terms, aNo results is a set of related events that involve a single user, within a given timeframe.

Session type Examples Example events in the session
Web A user goes to your website and completes a form to place an online order.
  1. Go to the website.
  2. Go to the online order form.
  3. Complete the form.
  4. Submit the form.
Conversation A customer calls your help desk and speaks to an agent.

A customer accepts a web chat and the conversation routes to an agent.

  1. Call the help desk.
  2. Routes to an agent.
  3. Receive the resolution.
  4. End the call.
  5. Assign a wrap-up code.
Custom An order ships.
  1. Remove from inventory stock.
  2. Put on a plane.
  3. Deliver to a distribution center.
  4. Put on a truck.
  5. Deliver to customer's address.


For more information about each type of session, see:

Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/Sessions_events_overview (2025-06-20 22:07:38)"
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