Conversation sessions

Overview

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.

Supported channels

Genesys Predictive Engagement supports the following channels as conversation sessions:

• Inbound calls
• Outbound calls
• Web chats
• Web messaging

How conversation sessions begin

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

How we verify contacts in a conversation

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.

Conversation session cards

Agents see a separate session card for each conversation session. The session card includes:

• Color
• Title
• Icon (indicates call or chat)
• Duration
• Queue
• 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.

Status and wrap up codes

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.

Conversation events in segments, outcomes, and action maps

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)

You can use these events and their corresponding attributes to create segments and outcomes.

If an action map uses an Architect flow action, you can use these events to trigger that action map.

Web chats vs. web sessions

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. 
• 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.