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

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|structuredtext={{MINTYDOCSPRODUCT}} organizes data about each visitor's activity into sessions. In its simplest terms, a {{GlossaryTooltip|term=session}} is a set of related events that involve a single visitor, within a given timeframe.  
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|structuredtext={{MINTYDOCSPRODUCT}} organizes data about each customer's activity into sessions. In its simplest terms, a {{GlossaryTooltip|term=session}} is a set of related events that involve a single customer, within a given timeframe.  
 
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{{!}}Visitor goes to your website and completes a form to place an online order.
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{{!}}Customer goes to your website and completes a form to place an online order.
 
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{{!}}Visitor calls your help desk and speaks to an agent.  
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{{!}}Customer calls your help desk and speaks to an agent.  
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Visitor accepts a web chat and the conversation routes to an agent.  
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Customer accepts a web chat and the conversation routes to an agent.  
 
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#Call the help desk.
 
#Call the help desk.

Revision as of 19:05, December 18, 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 customer's activity into sessions. In its simplest terms, aNo results is a set of related events that involve a single customer, within a given timeframe.

Session type Examples Example events in the session
Web Customer 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 Customer calls your help desk and speaks to an agent.

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

  1. Call the help desk.
  2. Route to an agent.
  3. Receive the resolution.
  4. End the call.
  5. Assign a wrap-up code.
Custom 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:

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