Searches performed for agents

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

Learn how to see what a customer has searched for on your website. This gives you insight into their specific questions and prepares you to better answer them.


  • Configure the following permissions in Genesys Cloud:
    • Journey > Customer > View (to see information about existing customers)
    • Journey > Event > View (to see events on the customer journey map)
    • Journey > Outcome > View (to see outcomes achieved and scores for a visit)
    • Journey > Segment > View (to see matched segments for a visit)
    • Journey > Visit > View (to see live tracking information about visitors who are currently on your website)

View searches performed


Each search string appears below the visit journey map.

View search details in the visit journey map


In the visit journey map, hover over a search icon to see what the customer searched for.