An agent's experience in Genesys Engage

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This topic is part of the manual Altocloud Agent's Guide for version Current of Altocloud.

Altocloud presents customer journey information to agents.

Customer journey information in Genesys Engage

If a visitor accepts an offer to chat from Altocloud, 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


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

For more information