Altocloud Agent's Guide
From Genesys Documentation
The following topics are defined for this manual but are not included in the list of topics: About the Altocloud gadgets, Visitor details, Visit details, The Altocloud tab, Genesys Engage, Genesys Engage, Genesys Cloud, Genesys Engage, Genesys Cloud
Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
| Article | Description |
|---|---|
| Article | Description |
| Session information icons (Genesys Cloud) | Learn about the icons for browsers, devices, and operating systems that Genesys Cloud agents see when they review a session card for a user. |
| Additional information for agents | Learn how to view details about a customer's geographic location and the technology they use. |
| An agent's experience in Genesys Engage | Altocloud presents customer journey information to agents. |
| Customer summary for agents | Learn how to see details about a user and their previous engagements with your company. |
| The Altocloud tab | In Workspace Desktop Edition, the Altocloud tab displays customer journey information. |
| Visit journey map for agents | Learn to use a graphical representation of a user's path through your website. This will give you the full context of a user's questions and can help you better understand their needs. Skip to the icon descriptions. |
| An agent's experience in Genesys Cloud | In Genesys Cloud, Altocloud presents customer journey information to agents. |
| An agent's experience in Genesys Engage | Altocloud presents customer journey information to agents. |
| Get started | Get started using for Genesys Cloud. |
| Get started with Altocloud for Genesys Engage | Get started using Altocloud with Genesys Engage. |
| Get started | Get started using Altocloud for Genesys Cloud. |
| Get started with Altocloud for PureConnect | Get started using Altocloud with PureConnect. |
| Get started with Altocloud for Genesys Engage | Get started using Altocloud with Genesys Engage. |
| Get started | Get started with Altocloud |
| Customer journey (Genesys Cloud) | Learn about the customer journey data that Genesys Cloud agents see. |
| A customer's experience | Altocloud presents contextual information about your visitor's history with your website and company. |
| Journey map icons (Genesys Cloud) | Learn about the icons that Genesys Cloud agents see when they review the customer journey map for a user. |
| Segments assigned for agents | Learn how to use segments to understand what characteristics or behaviors a user shares with other users. |
| Outcome scores for agents | Learn how to recognize when a customer is or is not progressing towards one of your business goals. |
| An agent's experience in Genesys Cloud | In Genesys Cloud, Altocloud presents customer journey information to agents. |
| An agent's experience in PureConnect | Altocloud presents customer journey information to agents. |
| An agent's experience in Genesys Engage | Altocloud presents customer journey information to agents. |
| Searches performed for agents | Learn how to see what a customer has searched for on your website. This gives you insight into their specific questions and prepares you to better answer them. |
| Unknown users for agents | Learn how to recognize when Altocloud does not fully recognize a user. |
| Visit details | See when the visitor's current visit began, and select other visits to review. |
| Visitor details | Visitor details include key customer contact information. |
| About the Altocloud gadgets | Use Altocloud's gadgets to explore information about a visitor. |
Altocloud presents customer journey information for sales and service agents.