About journey shaping with sessions and events

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.

Overview

As a business, you want to collect data about all the ways in which a given user has interacted with your company along with the outcomes of those interactions. Genesys Predictive Engagement captures this type of information asNo resultss andNo resultss.

You can use Genesys Predictive Engagement to collect and analyze this data and thereby acquire business intelligence, develop a unified view of the customer, improve agent and bot performance, deflect calls, improve customer satisfaction and ultimately improve business outcomes.

• Types of sessions

Web sessions

Genesys Predictive Engagement allows agents to view the complete history of web-based interactions customers have with your company. We verify contacts when web sessions begin and automatically track specific type of web events. You can also use the Journey JavaScript SDK to track additional customer behavior on your website.

• Overview
• How we verify contacts on your website
• Web session type
• Web session events
• Customize how agents view web events
• Capture customer behavior with ac('record')

Conversation sessions

Genesys Predictive Engagement 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.

You can view conversations for inbound calls, outbound calls, and web chats. When agents interact with a user via a conversation channel, they can see the details of previousNo resultss that have occurred during that conversation. Conversation sessions do not include ACD campaign calls, business calls, and callbacks.

• Overview
• Supported channels
• How conversation sessions begin
• How we verify contacts in a conversation
• Conversation session cards
• Session card colors
• Session card icons
• Status and wrap up codes
• Web chats vs. web sessions

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.

• Overview
• Send a custom event to start a custom session
• Scenario: Bike delivery
• Custom session types
• Attributes for custom event types
• Configure how agents view custom events
• Custom events API in the Developer Center

Session Library

The Session Library allows you to configure how data from your sessions appears to agents.

• Overview
• View sessions and events
• Configure a session
• Display session information to agents

Session attributes

Session attributes are the building blocks you will use to design the session cards that agents see. Projections allow you to design a consolidated view of related data.

• Overview
• How session types relate to session attributes
• Use a projection to present a consolidated view of multiple data points
• Create a session attribute
• Operators for session attributes
• Projection example

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.

• Overview
• Where agents see event-specific information
• How you make event information meaningful to agents
• View event types for a session
• Configure the list of events
• Configure the tooltip
• Delete an event type

Session cards

Agents see session cards when they interact with customers. Learn how to design the layout and make the cards visible.

• Overview
• Preview the layout of a session card
• Set the session card title
• Displays segments matched and outcomes achieved
• Select session attributes
• Make a session card visible to agents