Types of sessions

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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 fields in the form.
  4. Click the submit button.
Conversation A customer calls your help desk and talks with an agent.

A customer accepts a web chat and is routed to an agent.

  1. Call the help desk.
  2. Be routed to an agent.
  3. Receive the resolution.
  4. End the call.
  5. Be assigned a wrap-up code.
Custom An order is shipped.
  1. Removed from inventory stock.
  2. Put on a plane.
  3. Delivered to a distribution center.
  4. Put on a truck.
  5. Delivered to a customer's address.


For more detailed information about each type of session, see:


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