ATC/Current/AgentGuide/GenesysEngage - Revision history

WikiSysop at 06:45, November 16, 2022

2022-11-16T06:45:33Z

WikiSysop at 19:15, July 28, 2022

2022-07-28T19:15:43Z

Ed.jamer@genesys.com: Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

2021-11-09T21:17:13Z

Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

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

2021-11-09T21:12:42Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

2021-11-09T21:06:28Z

Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:29:47Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Gayathri.jaishankar@genesys.com: Published

2021-10-01T11:38:37Z

Published

Barbara.martin@genesys.com: Published

2021-05-06T12:19:25Z

Published

Barbara.martin@genesys.com: Published

2021-05-05T17:25:19Z

Published

Barbara.martin@genesys.com: Published

2021-05-05T15:39:21Z

Published

@@ Line 10: / Line 10: @@
 |alignment=Horizontal
 |Media=Image
-|image=EngageAgentView.png
+|image=GPE_Journey_tab.png
 |AltText=Agent's view of customer journey
 |structuredtext=If a visitor accepts an offer to chat from {{MINTYDOCSPRODUCT}}, you see a new tab in your Genesys Multicloud CX Workspace when you receive the interaction.
@@ Line 16: / Line 16: @@
 In Agent Workspace (Workspace Web Edition), customer journey information appears on the '''Journey''' tab. In Workspace Desktop Edition, customer journey information appears on the '''Altocloud''' tab. The information updates as you interact with the visitor.
-#{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=GenesysEngage|anchor=VisitorInfo|display text=Visitor information}}
+#{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=GenesysEngage|anchor=VisitorInfo|display text=Visitor details}}
-#{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=GenesysEngage|anchor=SessionInfo|display text=Session information}}
+#{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=GenesysEngage|anchor=SessionInfo|display text=Session details}}
-#{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=GenesysEngage|anchor=JourneyMap|display text=Visit journey map}}
+#{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=GenesysEngage|anchor=JourneyMap|display text=Session journey}}
 #{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=GenesysEngage|anchor=Searches|display text=Searches performed}}
 #{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=GenesysEngage|anchor=SegmentsAssigned|display text=Segments assigned}}
@@ Line 25: / Line 25: @@
 |Status=No
 }}{{Section
-|sectionHeading=Visitor information
+|sectionHeading=Visitor details
 |anchor=VisitorInfo
 |alignment=Vertical
-|structuredtext=Visitor information includes the visitor's name, current status, and the total number of times that the visitor viewed any of your tracked web pages during the current session. If Predictive Engagement cannot identify the visitor, "Unknown" appears in the '''Name''' box. If Predictive Engagement identifies the visitor later on, the visitor's name appears.
+|structuredtext=Visitor details includes the visitor's name, current status, and the total number of times that the visitor viewed any of your tracked web pages during the current session. If Predictive Engagement cannot identify the visitor, "Unknown" appears in the '''Name''' box. If Predictive Engagement identifies the visitor later on, the visitor's name appears.
 |Status=No
 }}{{Section
-|sectionHeading=Session information
+|sectionHeading=Session details
 |anchor=SessionInfo
 |alignment=Vertical
@@ Line 37: / Line 37: @@
 |Status=No
 }}{{Section
-|sectionHeading=Visit journey map
+|sectionHeading=Session journey
 |anchor=JourneyMap
 |alignment=Vertical
-|structuredtext=The visit journey map includes:
+|structuredtext=The session journey map includes:
 *Pages that a visitor saw and the sequence in which the visitor saw them

@@ Line 14: / Line 14: @@
 |structuredtext=If a visitor accepts an offer to chat from {{MINTYDOCSPRODUCT}}, you see a new tab in your Genesys Multicloud CX Workspace when you receive the interaction.
-In Agent Desktop (Workspace Web Edition), customer journey information appears on the '''Journey''' tab. In Workspace Desktop Edition, customer journey information appears on the '''Altocloud''' tab. The information updates as you interact with the visitor.
+In Agent Workspace (Workspace Web Edition), customer journey information appears on the '''Journey''' tab. In Workspace Desktop Edition, customer journey information appears on the '''Altocloud''' tab. The information updates as you interact with the visitor.
 #{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=GenesysEngage|anchor=VisitorInfo|display text=Visitor information}}

@@ Line 83: / Line 83: @@
 |alignment=Vertical
 |structuredtext=*Genesys Multicloud CX: [https://docs.genesys.com/Documentation/PSAAS/Public/Agent/ADPredictive_Engagement Genesys Multicloud CX Agent's Guide]
-*Gxxx Exxx on-premises: [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADPredictive_Engagement Predictive Engagement Chat Interaction]
+*Genesys Engage on-premises: [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADPredictive_Engagement Predictive Engagement Chat Interaction]
 |Status=No
 }}
 }}

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=An agent's experience in Genesys Engage
+|DisplayName=An agent's experience in Genesys Multicloud CX
-|TocName=Genesys Engage
+|TocName=Genesys Multicloud CX
 |Context={{MINTYDOCSPRODUCT}} presents customer journey information to agents.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
-|sectionHeading=Customer journey information in Genesys Engage
+|sectionHeading=Customer journey information in Genesys Multicloud CX
 |alignment=Horizontal
 |Media=Image
 |image=EngageAgentView.png
 |AltText=Agent's view of customer journey
-|structuredtext=If a visitor accepts an offer to chat from {{MINTYDOCSPRODUCT}}, you see a new tab in your Genesys Engage Workspace when you receive the interaction.
+|structuredtext=If a visitor accepts an offer to chat from {{MINTYDOCSPRODUCT}}, you see a new tab in your Genesys Multicloud CX Workspace when you receive the interaction.
 In Agent Desktop (Workspace Web Edition), customer journey information appears on the '''Journey''' tab. In Workspace Desktop Edition, customer journey information appears on the '''Altocloud''' tab. The information updates as you interact with the visitor.

@@ Line 83: / Line 83: @@
 |alignment=Vertical
 |structuredtext=*Genesys Multicloud CX: [https://docs.genesys.com/Documentation/PSAAS/Public/Agent/ADPredictive_Engagement Genesys Multicloud CX Agent's Guide]
-*Genesys Engage on-premises: [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADPredictive_Engagement Predictive Engagement Chat Interaction]
+*Gxxx Exxx on-premises: [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADPredictive_Engagement Predictive Engagement Chat Interaction]
 |Status=No
 }}
 }}

@@ Line 73: / Line 73: @@
 |anchor=LocTech
 |alignment=Vertical
-|structuredtext=A visitor's location and technology information includes:
+|structuredtext=A visitor's location and technology information includes data on visitor's device, browser, and operating system that are represented with icons:
-*[[Draft:ATC/Current/AgentGuide/Additional information#Browsers|Browser]]
+*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Additional_information_icons|anchor=Browsers|display text=Browser}}
-*[[Draft:ATC/Current/AgentGuide/Additional information#Devices|Device]]
+*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Additional_information_icons|anchor=Devices|display text=Device}}
-*[[Draft:ATC/Current/AgentGuide/Additional information#OperatingSystems|Operating system]]
+*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Additional_information_icons|anchor=Operating_system|display text=Operating system}}
 |Status=No
 }}{{Section

@@ Line 43: / Line 43: @@
 |alignment=Vertical
 |structuredtext=*Genesys Engage cloud: [https://docs.genesys.com/Documentation/PSAAS/Public/Agent/ADPredictive_Engagement Genesys Engage cloud Agent's Guide]
-*Genesys Engage on-premises: [https://docs.genesys.com/Documentation/IW/8.5.1/Help/Chat_Interaction Predictive Engagement Chat Interaction]
+*Genesys Engage on-premises: [https://docs.genesys.com/Documentation/IW/8.5.1/Help/Chat_Interaction#Altocloud_Chat_Interaction Predictive Engagement Chat Interaction]
 |Status=No
 }}
 }}