ATC/Current/AdminGuide/FAQs - Revision history

Gayathri.Jaishankar.IX: Published

2022-07-20T08:20:53Z

Published

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:28:24Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

Barbara.martin@genesys.com: Published

2021-04-23T18:16:22Z

Published

Barbara.martin@genesys.com: Published

2021-03-31T18:00:58Z

Published

Barbara.martin@genesys.com: Published

2021-02-10T16:32:25Z

Published

Barbara.martin@genesys.com: Published

2020-12-17T17:25:28Z

Published

Barbara.martin@genesys.com: Published

2020-12-17T15:59:54Z

Published

Barbara.martin@genesys.com: Published

2020-11-19T13:31:00Z

Published

Ed.jamer@genesys.com: Text replacement - "Altocloud([. ])" to "Predictive Engagement$1"

2020-11-17T15:02:57Z

Text replacement - "Altocloud([. ])" to "Predictive Engagement$1"

Ed.jamer@genesys.com: Text replacement - "text=Altocloud" to "text=Predictive Engagement"

2020-11-17T14:50:54Z

Text replacement - "text=Altocloud" to "text=Predictive Engagement"

@@ Line 53: / Line 53: @@
 |Platforms=PureConnect, GenesysCloud
 |Question=Does {{MINTYDOCSPRODUCT}} support co-browse or screenshare in Genesys Cloud CX?
-|Answer=No, {{MINTYDOCSPRODUCT}} does not work with the co-browse or screenshare capabilities of Genesys Cloud CX. So, if a visitor accepts a proactive chat through {{MINTYDOCSPRODUCT}}, an agent cannot escalate the chat to a co-browse or a screenshare session.
+|Answer={{MINTYDOCSPRODUCT}} does not support co-browse or screenshare capabilities of Genesys Cloud CX. If a visitor accepts a proactive chat through {{MINTYDOCSPRODUCT}}, an agent cannot escalate the chat to a co-browse or a screenshare session.
 }}{{FAQ
 |Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
@@ Line 126: / Line 126: @@
 For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply|anchor=URLConditionsOperators|display text=Operators for URL conditions}}.
 }}
 }}

@@ Line 33: / Line 33: @@
 |Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
 |Question=Does {{MINTYDOCSPRODUCT}} provide GDPR compliance?
-|Answer=As part of the Genesys Cloud platform, Predictive Engagement complies with GDPR regulations. For complete information information about Genesys Cloud and GDPR, see [https://help.mypurecloud.com/articles/?p=161527 Genesys Cloud and GDPR compliance]. See also {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=GDPR|display text=Predictive Engagement-specific considerations}}.
+|Answer=As part of the Genesys Cloud CX platform, Predictive Engagement complies with GDPR regulations. For complete information information about Genesys Cloud CX and GDPR, see [https://help.mypurecloud.com/articles/?p=161527 Genesys Cloud CX and GDPR compliance]. See also {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=GDPR|display text=Predictive Engagement-specific considerations}}.
 }}{{FAQ
 |Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
@@ Line 52: / Line 52: @@
 }}{{FAQ
 |Platforms=PureConnect, GenesysCloud
-|Question=Does {{MINTYDOCSPRODUCT}} support co-browse or screenshare in Genesys Cloud?
+|Question=Does {{MINTYDOCSPRODUCT}} support co-browse or screenshare in Genesys Cloud CX?
-|Answer=No, {{MINTYDOCSPRODUCT}} does not work with the co-browse or screenshare capabilities of Genesys Cloud. So, if a visitor accepts a proactive chat through {{MINTYDOCSPRODUCT}}, an agent cannot escalate the chat to a co-browse or a screenshare session.
+|Answer=No, {{MINTYDOCSPRODUCT}} does not work with the co-browse or screenshare capabilities of Genesys Cloud CX. So, if a visitor accepts a proactive chat through {{MINTYDOCSPRODUCT}}, an agent cannot escalate the chat to a co-browse or a screenshare session.
 }}{{FAQ
 |Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises

@@ Line 51: / Line 51: @@
 |Answer=Yes. Audience segmentation takes into account browser family and OS type. For more information, see {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=AttributesVisitor|display text=Visitor attributes.}}
 }}{{FAQ
-|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
+|Platforms=PureConnect, GenesysCloud
 |Question=Does {{MINTYDOCSPRODUCT}} support co-browse or screenshare in Genesys Cloud?
 |Answer=No, {{MINTYDOCSPRODUCT}} does not work with the co-browse or screenshare capabilities of Genesys Cloud. So, if a visitor accepts a proactive chat through {{MINTYDOCSPRODUCT}}, an agent cannot escalate the chat to a co-browse or a screenshare session.

@@ Line 16: / Line 16: @@
 |Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
 |Question=Does {{MINTYDOCSPRODUCT}} work on mobile applications?
-|Answer=There is no explicit support for using {{MINTYDOCSPRODUCT}} on mobile apps. On both desktop and mobile browsers, the {{MINTYDOCSPRODUCT}} tracking snippet tracks websites only.
+|Answer=There is no explicit support for using {{MINTYDOCSPRODUCT}} on mobile apps. On both desktop and mobile browsers, {{MINTYDOCSPRODUCT}} tracks websites only.
 }}{{FAQ
 |Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises

@@ Line 91: / Line 91: @@
 |Platforms=GenesysCloud
 |Question=How do I increase the offered rate of web chats?
-|Answer=*Ensure that the conditions of the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_action_maps|display text=action map}} that has a URL condition enforcer are not restricting the ability to offer more chats.
+|Answer=*If you configured an {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_action_maps|display text=action map}} to only show on selected pages, check that the URL condition defined is not restricting chats being offered. Chats are only offered on pages where this condition is met.
 *View the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance}} report to see how many chats are qualifying outside business hours.
 }}{{FAQ
 |Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
 |Question=How can I increase the number of offers from qualified action maps?
-|Answer=#{{MintyDocsProduct}} enforces URL conditions after qualification. Consider removing URL conditions or changing to a more restrictive {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Operators|display text=operator}}, such as "contains all."
+|Answer=#{{MintyDocsProduct}} applies URL conditions after qualification. Consider removing URL conditions or changing to a more restrictive {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Operators|display text=operator}}, such as "contains all."
-#If agents belong to multiple queues, it can impact their availability.
+#If agents belong to multiple queues, it can impact their availability and {{MintyDocsProduct}}'s ability to offer a chat.
-#Ensure that you aren't targeting engagements too late, as there is a latency of up to 10 seconds between the qualification and the offer. So, ensure that you are targeting visitors before they leave your site.
+#When setting page URL conditions in your segment, ensure that you are not targeting visitors who are about to leave the site. Try adjusting the targeting to a step earlier in their journey. Consider this recommendation when setting page URL conditions in action maps also.
-#Ensure that there isn't too much overlap in action maps. While it is good to define granular criteria, {{MintyDocsProduct}} only offers an action map per action type (chat or content offer) once per webpage.
+#Conflicting action maps may prevent offers from occurring as {{MintyDocsProduct}} only offers one action map per action type, once per page.
 }}{{FAQ
 |Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
 |Question=How can I increase the number of qualifications?
-|Answer=#Use outcome scoring or adjust the outcome probability to a lower level to allow more qualifications for that outcome. You can have up to 10 outcomes. This configuration type is the easiest and most efficient. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcomes_Overview}}.
+|Answer=#Outcomes won’t increase the number of qualifications. If using outcome scoring, adjust the outcome probability to a lower level to allow more qualification for that outcome. We recommend having up to 10 outcomes configured. Using outcomes can help increase your conversion rates. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcomes_Overview}}.
 #Identify traffic sources that are not performing well on conversion rates. Target these sources as segments to see whether chat, content, or bot intervention can help.
 #Ensure that the tracking snippet is on all pages of your site.
 #Configure more custom web events, particularly if your website journey is form-based, that {{MintyDocsProduct}} can track to provide more insight for outcome scoring. Also, implement a static rule to always trigger for know pain points. For example, an error message on form submission or an inline validation error.
 }}
 }}

@@ Line 12: / Line 12: @@
 |Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
 |Question=What defines a website visit?
-|Answer=A Web visit starts from the moment a visitor lands on a website and provides consent for tracking. The Web visit continues while customer browses through the website and lasts until the visitor is inactive for 30 minutes. If the visitor resumes browsing after 30 minutes, {{MINTYDOCSPRODUCT}} tracks that activity as a new Web visit.
+|Answer=A Web visit starts from the moment a visitor lands on a website and provides consent for tracking. The Web visit continues while the visitor browses the website and lasts until the visitor is inactive for 30 minutes. If the visitor resumes browsing after 30 minutes, {{MINTYDOCSPRODUCT}} tracks that activity as a new Web visit.
 }}{{FAQ
 |Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises

@@ Line 33: / Line 33: @@
 |Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
 |Question=Does {{MINTYDOCSPRODUCT}} provide GDPR compliance?
-|Answer=As part of the Genesys Cloud platform, Altocloud complies with GDPR regulations. For complete information information about Genesys Cloud and GDPR, see [https://help.mypurecloud.com/articles/purecloud-and-gdpr-compliance/ Genesys Cloud and GDPR compliance]. See also {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=GDPR|display text=Predictive Engagement-specific considerations}}.
+|Answer=As part of the Genesys Cloud platform, Predictive Engagement complies with GDPR regulations. For complete information information about Genesys Cloud and GDPR, see [https://help.mypurecloud.com/articles/purecloud-and-gdpr-compliance/ Genesys Cloud and GDPR compliance]. See also {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=GDPR|display text=Predictive Engagement-specific considerations}}.
 }}{{FAQ
 |Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
@@ Line 57: / Line 57: @@
 |Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
 |Question=Which languages does {{MINTYDOCSPRODUCT}} support?
-|Answer=The user interface for '''Altocloud administrative features''' is currently localized in the following languages:
+|Answer=The user interface for '''Predictive Engagement administrative features''' is currently localized in the following languages:
 *Dutch
@@ Line 69: / Line 69: @@
 *Swedish
-The user interface for '''Altocloud agent features''' is currently localized in the following languages:
+The user interface for '''Predictive Engagement agent features''' is currently localized in the following languages:
 *Chinese Simplified