Customer summary for agents

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Learn how to see details about a visitor and their previous engagements with your company.

Prerequisites

  • Configure the following permissions in Genesys Cloud:
    • Journey > Customer > View (to see information about existing customers)
    • Journey > Event > View (to see events on the customer journey map)
    • Journey > Outcome > View (to see outcomes achieved and scores for a visit)
    • Journey > Segment > View (to see matched segments for a visit)
    • Journey > Visit > View (to see live tracking information about visitors who are currently on your website)

About the customer

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Customer summary details include the customer's current status and the total number of times that they viewed any of your tracked web pages during the current session. For more information:

View a different session

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Genesys Predictive Engagement tracks visitor activity by session. When you view a customer's summary, you see information for the current session. To see a different session, click it in the list. Genesys Predictive Engagement displays the customer journey map, segments assigned, and outcome scores for the session that you select.