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An agent's experience in Genesys Engage

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Genesys Predictive Engagement presents customer journey information to agents.

Customer journey information in Genesys Engage

If a visitor accepts an offer to chat from Genesys Predictive Engagement, you see a new tab in your Genesys Engage Workspace when you receive the interaction.


Agent Desktop

In Agent Desktop (Workspace Web Edition), customer journey information appears on the Journey tab.


Workspace Desktop Edition

In Workspace Desktop Edition, customer journey information appears on the Altocloud tab.

See detailed journey information

On the tab, you can access the following information, which is updated as you interact with the visitor:


Hide and show information

1

To streamline your view of customer information, click Hide. Click Show to see the information again.


For more information