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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

If a visitor accepts an offer to chat 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