Conversation sessions
- 在 Genesys Cloud CX 中配置以下权限：
- To see custom sessions and custom events, agents need specific permissions.
- Deploy the Genesys Predictive Engagement tracking snippet.
概述
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:
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:
- 颜色
- 职位
- Icon (indicates call or chat)
- 持续时间
- 队列
- 话务员姓名
- 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.
|
颜色 |
描述 |
|
白色 |
Abandoned. Customer ended the conversation before the agent could assign a wrap-up code. |
|
灰色 |
Inactive. Conversation session ended and the agent assigned a wrap-up code. |
|
蓝色 |
Active. Conversation session is ongoing. |
Status and wrap up codes
The available statuses are:
- 正在等待 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
- 已结束（以下任一项）
- 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:
- 当客户访问某个网页时，网络会话就开始了跟踪片段已部署。
- 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.
