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Customer summary for agents

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session

A set of related events that involve a single user, within a given timeframe.

session

A set of related events that involve a single user, within a given timeframe.

Learn how to see details about a user 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

1

Customer summary details include the customer's current status and the total number of times they have viewed any of your tracked web pages during the current session. You can also see:

View a different session

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Genesys Predictive Engagement tracks user activity by session. When you view a customer's summary, you automatically 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 specifically for the session you select.