ATC/Current/AgentGuide/PureCloud - Revision history

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

2021-11-09T21:28:55Z

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

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

2020-11-17T15:24:00Z

Text replacement - " Altocloud" to " Predictive Engagement"

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

2020-11-17T15:02:39Z

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

WikiSysop: Text replacement - "PureCloud" to "Genesys Cloud"

2020-07-15T12:05:54Z

Text replacement - "PureCloud" to "Genesys Cloud"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureCloud([\|])" to "|Platform=$1GenesysCloud$2"

2020-07-15T11:59:50Z

Text replacement - "\|Platforms?=([^\|]*)PureCloud([\|]*)" to "|Platform=$1GenesysCloud$2"

WikiSysop at 13:30, January 17, 2020

2020-01-17T13:30:40Z

DannaShirley: Published

2019-05-14T15:31:39Z

Published

DannaShirley: Published

2019-05-09T15:55:15Z

Published

DannaShirley: Published

2019-05-09T15:33:00Z

Published

DannaShirley: Published

2019-05-09T14:57:27Z

Published

New page

{{Article
|Standalone=No
|DisplayName=PureCloud
|Platform=PureCloud
|TocName=PureCloud
|ComingSoon=No
|Context=In PureCloud, Altocloud presents customer journey information to agents.
|Section={{Section
|sectionHeading=Customer journey information
|Type=Structured
|alignment=Horizontal
|image=AltoCloudInteractions.png
|gif=No
|structuredtext=If a visitor accepts an offer to chat from {{MINTYDOCSPRODUCT}}, you can display the customer's journey when you pick up the interaction. You can access the following information, which is updated as you interact with the visitor:
* {{#mintydocs_link:topic=Customer journey}}
* {{#mintydocs_link:topic=Matched segments}}
* {{#mintydocs_link:topic=Outcome scores}}
* {{#mintydocs_link:topic=Additional information}}
|fullwidth=No
|Status=No
}}{{Section
|sectionHeading=For more information
|Type=Structured
|alignment=Vertical
|gif=No
|structuredtext=* [https://help.mypurecloud.com/articles/work-with-chat-interactions-with-altocloud/ Work with chat interactions with Altocloud]
|fullwidth=No
|Status=No
}}
}}

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=An agent's experience in Genesys Cloud
+|DisplayName=An agent's experience in Genesys Cloud CX
 |Platform=GenesysCloud
-|TocName=Genesys Cloud
+|TocName=Genesys Cloud CX
 |ComingSoon=No
-|Context=In Genesys Cloud, Predictive Engagement presents customer journey information to agents.
+|Context=In Genesys Cloud CX, Predictive Engagement presents customer journey information to agents.
 |Section={{Section
 |sectionHeading=Customer journey information

@@ Line 5: / Line 5: @@
 |TocName=Genesys Cloud
 |ComingSoon=No
-|Context=In Genesys Cloud, Altocloud presents customer journey information to agents.
+|Context=In Genesys Cloud, Predictive Engagement presents customer journey information to agents.
 |Section={{Section
 |sectionHeading=Customer journey information

@@ Line 25: / Line 25: @@
 |ComingSoon=No
 |alignment=Vertical
-|structuredtext=* [https://help.mypurecloud.com/articles/work-with-chat-interactions-with-altocloud/ Work with chat interactions with Altocloud]
+|structuredtext=* [https://help.mypurecloud.com/articles/work-with-chat-interactions-with-altocloud/ Work with chat interactions with Predictive Engagement]
 |fullwidth=No
 |Status=No
 }}
 }}

@@ Line 2: / Line 2: @@
 |Standalone=No
 |DisplayName=An agent's experience in PureCloud
-|Platform=PureCloud
+|Platform=GenesysCloud
 |TocName=PureCloud
 |ComingSoon=No

@@ Line 9: / Line 9: @@
 |sectionHeading=Customer journey information
 |Type=Structured
-|alignment=Horizontal
+|alignment=Vertical
 |gif=No
 |structuredtext=If a visitor accepts an offer to chat from {{MINTYDOCSPRODUCT}}, customer journey information displays in the right side of the Interactions panel when you pick up the interaction. You must have the appropriate {{MINTYDOCSPRODUCT}} permissions to view the customer journey information.

@@ Line 13: / Line 13: @@
 |gif=No
 |structuredtext=If a visitor accepts an offer to chat from {{MINTYDOCSPRODUCT}}, customer journey information displays in the right side of the Interactions panel when you pick up the interaction. You must have the appropriate {{MINTYDOCSPRODUCT}} permissions to view the customer journey information.
 * {{#mintydocs_link:topic=Customer journey}}
 * {{#mintydocs_link:topic=Matched segments}}

ATC/Current/AgentGuide/PureCloud - Revision history

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

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

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

WikiSysop: Text replacement - "PureCloud" to "Genesys Cloud"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureCloud([\|]*)" to "|Platform=$1GenesysCloud$2"

WikiSysop at 13:30, January 17, 2020

DannaShirley: Published

DannaShirley: Published

DannaShirley: Published

DannaShirley: Published

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureCloud([\|])" to "|Platform=$1GenesysCloud$2"