An agent's experience in Genesys Cloud

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In Genesys Cloud, Genesys Predictive Engagement presents customer journey information to agents.

Customer journey information

Feature coming soon: Web messaging
If a visitor accepts a web chat or web messaging offer from Genesys Predictive Engagement, customer journey information displays in the Interactions panel when you pick up the interaction. You must have the appropriate Genesys Predictive Engagement permissions to view the customer journey information.

You can access the following information, which updates as you interact with the visitor:

For more information, see Work with chat interactions with Predictive Engagement.