Web sessions

Prerequisites

• Configure the following permissions in Genesys Cloud CX:
  • To see custom sessions and custom events, assign agents specific permissions.

• Deploy one of the following:
  • For Genesys Cloud CX customers using web messaging, configure and deploy Genesys Messenger.
  • For all other customers, deploy the tracking snippet.

When you track your website with Genesys Predictive Engagement, we capture the history of web interactions. This history includes all the times and ways that 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 customer is inactive for 20 minutes or longer.

When a customer comes to your website, we attempt to verify their identity using their cookie. If no cookie is available, we attempt to verify their identity with identifiers that we collect from the web, such as phone or email.

If you deployed the tracking snippet to your website and you use the Journey JavaScript SDK to capture a customer’s personal data while they are on your website, it’s possible for us to identify them. 

If we are unable to verify that the customer has a corresponding customer record, the customer’s name appears as “Unknown” in the session card.

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

As a customer navigates your website, Genesys Predictive Engagement collects the following data about the customer’s activity during a web session. Agents can view this information in the web session card. You can use this data to create segments, outcomes, and action maps that orchestrate future visitor journeys:

• Page views (only available if you deployed the tracking snippet to your website)
• Custom web events
• Searches

For more information about web event tracking for billing purposes, see Billing and usage.