An agent's experience in Genesys Multicloud CX
Genesys Predictive Engagement presents customer journey information to agents.
Customer journey information in Genesys Multicloud CX
If a visitor accepts an offer to chat from Genesys Predictive Engagement, you see a new tab in your Genesys Multicloud CX Workspace when you receive the interaction.
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:
- [[ATC/Current/AgentGuide/Customer journey|]]
- [[ATC/Current/AgentGuide/Matched segments|]]
- [[ATC/Current/AgentGuide/Outcome scores|]]
- [[ATC/Current/AgentGuide/Additional information|]]