Web sessions

Feature coming soon!Understand how to capture information about customer activity on your website and present it to agents.

Prerequisites

• Configure the following permissions in Genesys Cloud:
  • In order to see custom sessions and custom events, agents must be assigned specific permissions.

• Deploy the Genesys Predictive Engagement tracking snippet.

Overview

When you track your website with Genesys Predictive Engagement, 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.

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.

How we verify contacts on your website

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.

Important

Successful verification requires a phone number in E164 format.

We do not automatically create a new contact from a cookie.

We do add cookies to existing Genesys Cloud external contacts .

Additionally, we may be able to identify a customer if you use the Journey JavaScript SDK to capture a customer's personal data while they are on your website. For example, you may use ac 'identify' and 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.

Web session type

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

Web events

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 segments, outcomes, and action maps that orchestra future customer journeys:

• Page views
• Custom web events
• Searches

For information on the number of these types of events that can be tracked per minute, see [[ATC/Limits|]].
For information on how web events are tracked 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 hovers over 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

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:

• The name that appears as the title on all web session cards (Ex: "Web Visit")
• The appearance of attributes that appear in the tooltip

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