Unknown users 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.

Contents

Learn how to recognize when Altocloud does not fully recognize a user.

Prerequisites

  • Configure the following permissions in PureCloud:
    • Journey > Customer > View permission (to see information about existing customers)
    • Journey > Event > View permission (to see events on the customer journey map)
    • Journey > Visit > View permission (to see live tracking information about visitors who are currently on your website)

Unknown users

1

If Altocloud cannot identify a user, Altocloud displays Unknown in the customer summary fields. If Altocloud is later able to identify the user, the user's actual information appears.