- Configure the following permissions in Genesys Cloud CX:
- To see custom sessions and custom events, agents need specific permissions.
- Deploy the Genesys Predictive Engagement tracking snippet.
When you track your website with Genesys Predictive Engagement, we capture the history of conversation interactions between agents and customers. A conversation interaction is any interaction that involves a phone call or web chat. For each conversation interaction, we create a corresponding conversation session.
Genesys Predictive Engagement supports the following channels as conversation sessions:
A conversation session can begin when:
- Customer calls the support center (inbound call)
- Agent calls a visitor (outbound call)
- Genesys Predictive Engagement offers a chat and the customer accepts the offer
- Customer starts a chat on a web page (reactive chat)
- Customer starts a web messaging interaction
When a customer comes to your website, we attempt to verify their identity using their personal identifiable information (phone number or email address). Agents can also verify a customer manually. For more information, see About external contacts.
Agents see a separate session card for each conversation session. The session card includes:
- Icon (indicates call or chat)
- Agent name
- Journey map (visible when card is expanded)
- Status or wrap up code
Session card icons and colors
As a conversation session progresses, the icon displayed in the session card may change. The following table explains the significance of the session card colors.
Abandoned. Customer ended the conversation before the agent could assign a wrap-up code.
Inactive. Conversation session ended and the agent assigned a wrap-up code.
Active. Conversation session is ongoing.
The available statuses are:
- Waiting: Customer is in the queue and waiting for an agent to accept the interaction
- Ended by Customer: Customer abandoned the call or chat
- When an agent assigns a wrap-up code to end a call or chat, the wrap-up code replaces the status. For more information about creating wrap-up codes, see About wrap-up codes.
During a conversation, we record the following events:
- Routed (waiting in queue)
- Connected to agent
- Ended (either of the following)
- Agent wraps up
- Customer abandons (ends the session before the agent wraps it up)
If an action map uses an Architect flow action, you can use these events to trigger that action map.
Agents see separate session cards for web sessions and conversation sessions:
- A web session begins when a customer comes to a webpage where the tracking snippet is deployed. In the Session Library, you can customize the title for the conversation cards for web sessions. For more information, see Set the session card title.
- A conversation session begins when a customer accepts an invitation to chat or starts a web chat on their own. The title of a web chat is always Web Chat.