Custom sessions and custom events
- Configure the following permissions in Genesys Cloud CX:
- To see custom sessions and custom events, assign agents specific permissions.
Understand how to capture information about customer activity in your third-party system and present it to agents.
With Genesys Predictive Engagement's RESTful Journey API, you can use custom sessions and custom events to track a customer's experience with your organization across a variety of third-party products and systems. A custom session represents a sequential set of related organization-specific events that occur in a third-party system, for a particular customer within a given period. These events are custom events.
Use the Session Library to configure how to present this activity to agents.
Benefits of custom events
- Allow an agent to contextualize the nature of the query
- Reduce agent stress in trying to look up multiple systems quickly
- Reduce handling time
- Increase single contact resolution rate
- Allow for orchestration on custom events
The following diagram illustrates the custom events that occur after a customer purchases a bike at a retail store and requests delivery to her home address.
1: Order placed
A customer visits a retail store and orders a custom bike. Because it is a special order, the customer requests delivery of the bike to his house. When the customer places the order, the shipment tracking system calls the Custom Events API and sends Predictive Engagement a custom event called “product_purchased” for a session of type “delivery”.
The API call includes a unique external ID for the session. When Predictive Engagement receives the API request, it creates a custom session and sets the event count to one. For an example, see the API call for the first custom event.
2: Dispatch delayed
Unfortunately, one of the bike components is not available in the warehouse, which delays. The order entry system sends a notification email to the customer, and it also uses the CustomEvents API to send Predictive Engagement a second custom event in the session. For an example, see the API call for the second custom event.
3: In transit
Eventually, the custom bike is complete and it ships. The shipment tracking system sends an “in transit” custom event to Genesys Predictive Engagement.
4: Item deliveredThe bike is delivered, and the shipping tracking system sends a “delivered” custom event to Genesys Predictive Engagement.
Custom session types
Each custom session has a type. The session type is set in the API request when the first custom event in the session arrives. You cannot change this type. For more information about setting the session type through the API, see Session types API in the Developer Center.
The session type acts as a template that contains specific attributes that you define in the Session Library. All sessions of a given type share the same attributes. The attributes that you define for a given session type are visible to agents when they view any session of that type.
For example, in the bike delivery scenario, the session type is delivery. Compare the type of data agents need about delivery sessions (such as transit status and arrival times) to the type of data that agents need about ATM transactions (such as pre- and post- transaction balances and transfer account number). Different types of custom sessions require different sets of custom data.
Attributes for custom event types
Each custom event type includes event-specific attributes whose values can update during the course of the session. For the bike delivery scenario, the value of the Location attribute is set when the in transit custom event occurs and again when the item delivered custom event occurs. For more information about how to configure the appearance of the event-related information presented to agents, see How you make event information meaningful to agents.
Configure how agents view custom events
You have several tools for configuring how custom session data appears to agents. ReadSession attributes and Use a projection to present a consolidated view of multiple data points. Then, read Configure custom session cards and Make event information meaningful to agents.
Custom sessions are useful any time that series events are ideal for custom sessions with the following platforms and session types.
|Session Type||Possible Platform Sync||Examples|
|Product history||CRM||Product holds, last purchase|
|Marketing campaign history||CRM/marketing automation||Email campaigns, SMS campaigns|
|Application processing||Internal ERP||Mortgages, licensing, government grants, University applications|
|Case management||Service platform||Support tickets, warranty|
|Supply chain management||Internal ERP||Deliveries, order placement, returns|
|Contract management||CRM/contract management||Insurance policy details, contract plan|
|Scheduling||ERP/CRM||Appointments, utility scheduling|
|Internet of Things (IoT)||Smart systems||Smart security and heating systems, smart appliances|