Searches performed for agents

From Genesys Documentation
Jump to: navigation, search
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.

Prerequisites

  • 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

1

Each search string appears below the visit journey map.


View search details in the visit journey map

1

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