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.

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:

• [[ATC/Current/AgentGuide/Customer journey|]]
• [[ATC/Current/AgentGuide/Matched segments|]]
• [[ATC/Current/AgentGuide/Outcome scores|]]
• [[ATC/Current/AgentGuide/Additional information|]]

Hide and show information

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

For more information

• Genesys Multicloud CX: Genesys Multicloud CX Agent's Guide
• Genesys Engage on-premises: Predictive Engagement Chat Interaction