Solution/EngagePredictiveEngagement - Revision history

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

2021-11-09T21:28:14Z

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

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

2021-11-09T21:17:16Z

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

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

2021-11-09T21:12:05Z

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"

2021-11-09T21:07:00Z

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

Corinne.hicks@genesys.com: Published

2021-04-01T03:13:18Z

Published

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

2020-11-17T18:18:07Z

Text replacement - "'''Predictive Engagement''' tab" to "'''Altocloud''' tab"

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

2020-11-17T15:30:51Z

Text replacement - "'''Altocloud'''" to "'''Predictive Engagement'''"

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

2020-11-17T15:21:30Z

Text replacement - "Altocloud," to "Predictive Engagement,"

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

2020-11-17T15:16:13Z

Text replacement - "an Predictive Engagement" to "a Predictive Engagement"

Ed.jamer@genesys.com at 15:12, November 17, 2020

2020-11-17T15:12:38Z

@@ Line 24: / Line 24: @@
 |anchor=howpreworks
 |alignment=Vertical
-|structuredtext=After you have purchased Genesys Predictive Engagement, you receive a welcome email that includes information about activating your administrator accounts with Genesys Cloud, which is the platform for Predictive Engagement.
+|structuredtext=After you have purchased Genesys Predictive Engagement, you receive a welcome email that includes information about activating your administrator accounts with Genesys Cloud CX, which is the platform for Predictive Engagement.
-After you receive the email, but before you start provisioning Predictive Engagement in your Genesys Engage on-premises deployment, consult with your Genesys Professional Services team. They will provide step-by-step information about provisioning that must be completed in the Genesys Cloud UI and in Genesys Administrator Extension (GAX).
+After you receive the email, but before you start provisioning Predictive Engagement in your Genesys Engage on-premises deployment, consult with your Genesys Professional Services team. They will provide step-by-step information about provisioning that must be completed in the Genesys Cloud CX UI and in Genesys Administrator Extension (GAX).
 If you need help in locating or acquiring the Pacing Server installation package or any required plugins, contact your Genesys representative or the Genesys Professional Services personnel who are assisting you with the Predictive Engagement integration.
@@ Line 56: / Line 56: @@
 The installation and configuration specific to integrating Predictive Engagement into your Genesys Engage on-premises deployment is summarized as follows:
-#Working with Genesys Professional Services, you must complete preliminary configuration in Configuration Server to enable the integration of Genesys Cloud services into Genesys Engage on-premises installations. For information about the process, see {{Link-AnywhereElse|product=PEC-Hybrid|version=Current|manual=Admin|topic=About}}.
+#Working with Genesys Professional Services, you must complete preliminary configuration in Configuration Server to enable the integration of Genesys Cloud CX services into Genesys Engage on-premises installations. For information about the process, see {{Link-AnywhereElse|product=PEC-Hybrid|version=Current|manual=Admin|topic=About}}.
 #:In addition, if you do not have Genesys Multicloud CX agent desktop and Chat already deployed and configured, then you'll need to install and configure those products.
-#As an Administrator of the system, make sure that you can log in to the Genesys Cloud Admin UI. For information about using the UI, see the ''{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide}}''. From this point forward, you – and other system and network administrators in your enterprise, as required – can proceed with the integration of Predictive Engagement into Engage Chat. If you have questions or issues, contact Genesys Customer Care or your Professional Services representative.
+#As an Administrator of the system, make sure that you can log in to the Genesys Cloud CX Admin UI. For information about using the UI, see the ''{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide}}''. From this point forward, you – and other system and network administrators in your enterprise, as required – can proceed with the integration of Predictive Engagement into Engage Chat. If you have questions or issues, contact Genesys Customer Care or your Professional Services representative.
-#Once you're logged into the Admin UI, look at the roles that have been configured. There should be Journey permissions assigned to some roles already. The Journey permissions control access to Predictive Engagement and its features. Genesys configures the initial roles during the creation of your Genesys Cloud organization. For example, your Administrator role was configured by Genesys and contains a preliminary set of permissions. For information about Genesys Cloud user roles, see the [https://help.mypurecloud.com/articles/products-roles-and-permissions-list/ Products, roles, and permissions list]. For the list of permissions for Predictive Engagement within Genesys Cloud, see [https://help.mypurecloud.com/articles/altocloud-permissions-overview/ Predictive Engagement permissions overview].
+#Once you're logged into the Admin UI, look at the roles that have been configured. There should be Journey permissions assigned to some roles already. The Journey permissions control access to Predictive Engagement and its features. Genesys configures the initial roles during the creation of your Genesys Cloud CX organization. For example, your Administrator role was configured by Genesys and contains a preliminary set of permissions. For information about Genesys Cloud CX user roles, see the [https://help.mypurecloud.com/articles/products-roles-and-permissions-list/ Products, roles, and permissions list]. For the list of permissions for Predictive Engagement within Genesys Cloud CX, see [https://help.mypurecloud.com/articles/altocloud-permissions-overview/ Predictive Engagement permissions overview].
 #:There are also Predictive Engagement–related roles and privileges that you must assign to your agents using Genesys Administrator Extension (GAX) configuration manager. For more information about that, see Step 7, below.
 #Configure and deploy the Agent Pacing Service. See the ''{{Link-AnywhereElse|product=ATC|version=Current|manual=PacingServiceDeployment}}'' for information.
@@ Line 67: / Line 67: @@
 #*Deploy Genesys Widgets. For information, see {{Link-Standalone|topic=ATC/GenesysWidgetsIntegration}} and the ''[https://docs.genesys.com/Documentation/GWC/latest/Deployment/Welcome Genesys Widgets Deployment Guide]'' and ''[https://docs.genesys.com/Documentation/GWC/latest/WidgetsAPI/Welcome Genesys Widgets Reference]''.
 #*Deploy the tracking snippet. For information, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_tracking}} and ''{{Link-AnywhereElse|product=ATC|version=Current|manual=SDK}}''.
-#:Specifying the text that displays on the WebChat Widget, the information that the Widget collects from website visitors, and when to offer (''trigger'') the WebChat Widget to a website visitor is all configured in the Predictive Engagement section of the Genesys Cloud admin UI (see Step 5, above). In addition to the relevant documentation suggested in Step 5, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Trigger}}. To see sample configuration for a specific scenario, watch the video on the {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Chat_offers}} page in the ''Predictive Engagement Administrator's Guide''.
+#:Specifying the text that displays on the WebChat Widget, the information that the Widget collects from website visitors, and when to offer (''trigger'') the WebChat Widget to a website visitor is all configured in the Predictive Engagement section of the Genesys Cloud CX admin UI (see Step 5, above). In addition to the relevant documentation suggested in Step 5, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Trigger}}. To see sample configuration for a specific scenario, watch the video on the {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Chat_offers}} page in the ''Predictive Engagement Administrator's Guide''.
 #Integrate Predictive Engagement with WDE:
 #*Install the Predictive Engagement plugin.
@@ Line 126: / Line 126: @@
 There are browser considerations for Genesys Predictive Engagement:
-*Predictive Engagement is part of the Genesys Cloud platform, which fully supports some browsers and only partially supports others. Genesys Cloud browser support is described in [https://help.mypurecloud.com/articles/purecloud-requirements/ Genesys Cloud system requirements].
+*Predictive Engagement is part of the Genesys Cloud CX platform, which fully supports some browsers and only partially supports others. Genesys Cloud CX browser support is described in [https://help.mypurecloud.com/articles/purecloud-requirements/ Genesys Cloud CX system requirements].
 *The Journey JavaScript SDK (tracking snippet) {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_tracking|display text=tracks user activity}} on web pages within any industry-standard browser such as Google Chrome, Apple Safari, Mozilla Firefox, and Microsoft Edge.
 |Status=No

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=Yes
-|DisplayName=Integrating Genesys Predictive Engagement into Gxxx Exxx on-premises
+|DisplayName=Integrating Genesys Predictive Engagement into Genesys Engage on-premises
-|TocName=Genesys Predictive Engagement in Gxxx Exxx on-premises
+|TocName=Genesys Predictive Engagement in Genesys Engage on-premises
 |Context=This article is a high-level overview of {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=howpreworks|display text=the process}} to integrate Genesys Predictive Engagement with Genesys Multicloud CX Chat in an on-premises installation. The article includes the list of {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=engageonprempre|display text=prerequisite components}} and the version requirements, as well as {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=predocumentation|display text=links to resources}} that provide detailed information.
 |ComingSoon=No
@@ Line 17: / Line 17: @@
 Topics in this article include:
-*Links to the {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=predocumentation|display text=Genesys Predictive Engagement documentation}} specific to Gxxx Exxx on-premises deployments.
+*Links to the {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=predocumentation|display text=Genesys Predictive Engagement documentation}} specific to Genesys Engage on-premises deployments.
 *A {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=preintegratesummary|display text=summary of how Predictive Engagement integrates}} with Genesys Multicloud CX Chat.
 |Status=No
 }}{{Section
-|sectionHeading=How Genesys Predictive Engagement works in Gxxx Exxx on-premises
+|sectionHeading=How Genesys Predictive Engagement works in Genesys Engage on-premises
 |anchor=howpreworks
 |alignment=Vertical
 |structuredtext=After you have purchased Genesys Predictive Engagement, you receive a welcome email that includes information about activating your administrator accounts with Genesys Cloud, which is the platform for Predictive Engagement.
-After you receive the email, but before you start provisioning Predictive Engagement in your Gxxx Exxx on-premises deployment, consult with your Genesys Professional Services team. They will provide step-by-step information about provisioning that must be completed in the Genesys Cloud UI and in Genesys Administrator Extension (GAX).
+After you receive the email, but before you start provisioning Predictive Engagement in your Genesys Engage on-premises deployment, consult with your Genesys Professional Services team. They will provide step-by-step information about provisioning that must be completed in the Genesys Cloud UI and in Genesys Administrator Extension (GAX).
 If you need help in locating or acquiring the Pacing Server installation package or any required plugins, contact your Genesys representative or the Genesys Professional Services personnel who are assisting you with the Predictive Engagement integration.
@@ Line 36: / Line 36: @@
 Genesys Predictive Engagement integrates with Genesys Widgets, which you deploy as part of Genesys Multicloud CX Chat. You can find an overview of the complete Genesys Multicloud CX Chat architecture in ''[https://docs.genesys.com/Documentation/ESChat/latest/Admin/Overview Chat Server Administration].''
-For the list of prerequisite components and supported versions, see the table in the section called {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=engageonprempre|display text=Required Gxxx Exxx on-premises components to support Genesys Predictive Engagement}}.
+For the list of prerequisite components and supported versions, see the table in the section called {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=engageonprempre|display text=Required Genesys Engage on-premises components to support Genesys Predictive Engagement}}.
 To give your agents visibility into a customer's journey, you must install the following components:
@@ Line 48: / Line 48: @@
 *Stat Server: Stat Server is the primary source of information for the calculations performed by the Agent Pacing Service. You configure the connection to Stat Server when you deploy the Pacing Server. During the provisioning phase of the Pacing Server deployment, Agent Pacing Service–related statistics and filters are added to the Stat Server application. For detailed information about deploying the Pacing Server, including how to make the connection to the Stat Server application, see {{Link-AnywhereElse|product=ATC|version=Current|manual=PacingServiceDeployment|topic=Installation}}. For detailed information about the provisioning tool and the stats and filters that are added to Stat Server, see {{Link-AnywhereElse|product=ATC|version=Current|manual=PacingServiceDeployment|topic=ProvisioningArticle}}.
-The minimum version of each component is described in the {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=engageonprempre|display text=Required Gxxx Exxx on-premises components}} table, below.
+The minimum version of each component is described in the {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=engageonprempre|display text=Required Genesys Engage on-premises components}} table, below.
 |Status=No
 }}{{Section
@@ Line 54: / Line 54: @@
 |alignment=Vertical
 |structuredtext====Genesys Predictive Engagement integration summary===
-The installation and configuration specific to integrating Predictive Engagement into your Gxxx Exxx on-premises deployment is summarized as follows:
+The installation and configuration specific to integrating Predictive Engagement into your Genesys Engage on-premises deployment is summarized as follows:
-#Working with Genesys Professional Services, you must complete preliminary configuration in Configuration Server to enable the integration of Genesys Cloud services into Gxxx Exxx on-premises installations. For information about the process, see {{Link-AnywhereElse|product=PEC-Hybrid|version=Current|manual=Admin|topic=About}}.
+#Working with Genesys Professional Services, you must complete preliminary configuration in Configuration Server to enable the integration of Genesys Cloud services into Genesys Engage on-premises installations. For information about the process, see {{Link-AnywhereElse|product=PEC-Hybrid|version=Current|manual=Admin|topic=About}}.
 #:In addition, if you do not have Genesys Multicloud CX agent desktop and Chat already deployed and configured, then you'll need to install and configure those products.
 #As an Administrator of the system, make sure that you can log in to the Genesys Cloud Admin UI. For information about using the UI, see the ''{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide}}''. From this point forward, you – and other system and network administrators in your enterprise, as required – can proceed with the integration of Predictive Engagement into Engage Chat. If you have questions or issues, contact Genesys Customer Care or your Professional Services representative.
@@ Line 75: / Line 75: @@
 |Status=No
 }}{{Section
-|sectionHeading=Required Gxxx Exxx on-premises components to support Genesys Predictive Engagement
+|sectionHeading=Required Genesys Engage on-premises components to support Genesys Predictive Engagement
 |anchor=engageonprempre
 |alignment=Vertical
-|structuredtext=To integrate Genesys Predictive Engagement into your Gxxx Exxx on-premises installation, you must have the correct version of certain specific components. The following table lists the prerequisite components and the minimum version that you'll need for each.
+|structuredtext=To integrate Genesys Predictive Engagement into your Genesys Engage on-premises installation, you must have the correct version of certain specific components. The following table lists the prerequisite components and the minimum version that you'll need for each.
 {{{!}}
@@ Line 146: / Line 146: @@
 ===Administrator===
-Administrators add the Journey JavaScript SDK (tracking snippet) to web pages and integrate Predictive Engagement into a  Gxxx Exxx on-premises installation, which includes authoring segments, outcomes, action maps, and so on in the Predictive Engagement UI. For more information about environmental configuration and the Predictive Engagement UI, see the following documents:
+Administrators add the Journey JavaScript SDK (tracking snippet) to web pages and integrate Predictive Engagement into a  Genesys Engage on-premises installation, which includes authoring segments, outcomes, action maps, and so on in the Predictive Engagement UI. For more information about environmental configuration and the Predictive Engagement UI, see the following documents:
 *''{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide}}''

@@ Line 3: / Line 3: @@
 |DisplayName=Integrating Genesys Predictive Engagement into Gxxx Exxx on-premises
 |TocName=Genesys Predictive Engagement in Gxxx Exxx on-premises
-|Context=This article is a high-level overview of {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=howpreworks|display text=the process}} to integrate Genesys Predictive Engagement with Genesys Engage Chat in an on-premises installation. The article includes the list of {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=engageonprempre|display text=prerequisite components}} and the version requirements, as well as {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=predocumentation|display text=links to resources}} that provide detailed information.
+|Context=This article is a high-level overview of {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=howpreworks|display text=the process}} to integrate Genesys Predictive Engagement with Genesys Multicloud CX Chat in an on-premises installation. The article includes the list of {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=engageonprempre|display text=prerequisite components}} and the version requirements, as well as {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=predocumentation|display text=links to resources}} that provide detailed information.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
@@ Line 18: / Line 18: @@
 *Links to the {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=predocumentation|display text=Genesys Predictive Engagement documentation}} specific to Gxxx Exxx on-premises deployments.
-*A {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=preintegratesummary|display text=summary of how Predictive Engagement integrates}} with Genesys Engage Chat.
+*A {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=preintegratesummary|display text=summary of how Predictive Engagement integrates}} with Genesys Multicloud CX Chat.
 |Status=No
 }}{{Section
@@ Line 30: / Line 30: @@
 If you need help in locating or acquiring the Pacing Server installation package or any required plugins, contact your Genesys representative or the Genesys Professional Services personnel who are assisting you with the Predictive Engagement integration.
-After the preliminary provisioning is complete, Administrators integrate Predictive Engagement with Genesys Engage Chat. For a summary of the integration process, see {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=preintegratesummary|display text=Genesys Predictive Engagement integration summary}}.
+After the preliminary provisioning is complete, Administrators integrate Predictive Engagement with Genesys Multicloud CX Chat. For a summary of the integration process, see {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=preintegratesummary|display text=Genesys Predictive Engagement integration summary}}.
 [[File:gpe_pe_premises_architecture_overview_diagram.png]]
-Genesys Predictive Engagement integrates with Genesys Widgets, which you deploy as part of Genesys Engage Chat. You can find an overview of the complete Genesys Engage Chat architecture in ''[https://docs.genesys.com/Documentation/ESChat/latest/Admin/Overview Chat Server Administration].''
+Genesys Predictive Engagement integrates with Genesys Widgets, which you deploy as part of Genesys Multicloud CX Chat. You can find an overview of the complete Genesys Multicloud CX Chat architecture in ''[https://docs.genesys.com/Documentation/ESChat/latest/Admin/Overview Chat Server Administration].''
 For the list of prerequisite components and supported versions, see the table in the section called {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=engageonprempre|display text=Required Gxxx Exxx on-premises components to support Genesys Predictive Engagement}}.
@@ Line 40: / Line 40: @@
 To give your agents visibility into a customer's journey, you must install the following components:
-*Workspace Desktop Edition (WDE): This is the agent's desktop. Once Predictive Engagement is successfully integrated with Genesys Engage Chat and an administrator has assigned the necessary permissions, agents will have access to the '''Altocloud''' tab in their WDE instance. See {{Link-AnywhereElse|product=ATC|version=Current|manual=WDEPlugin|topic=Configure_GenAdmin}} in the ''Predictive Engagement Plugin for Workspace Desktop Edition Deployment Guide'' for information about configuration options and permissions configuration for agents.
+*Workspace Desktop Edition (WDE): This is the agent's desktop. Once Predictive Engagement is successfully integrated with Genesys Multicloud CX Chat and an administrator has assigned the necessary permissions, agents will have access to the '''Altocloud''' tab in their WDE instance. See {{Link-AnywhereElse|product=ATC|version=Current|manual=WDEPlugin|topic=Configure_GenAdmin}} in the ''Predictive Engagement Plugin for Workspace Desktop Edition Deployment Guide'' for information about configuration options and permissions configuration for agents.
 *Genesys Predictive Engagement plugin for WDE: The Genesys Predictive Engagement WDE plugin delivers information about visitor activity on your customer-facing website – the customer journey – to the agent’s desktop (WDE). The journey becomes visible to the agent only when the chat is delivered to the agent’s desktop.
@@ Line 57: / Line 57: @@
 #Working with Genesys Professional Services, you must complete preliminary configuration in Configuration Server to enable the integration of Genesys Cloud services into Gxxx Exxx on-premises installations. For information about the process, see {{Link-AnywhereElse|product=PEC-Hybrid|version=Current|manual=Admin|topic=About}}.
-#:In addition, if you do not have Genesys Engage agent desktop and Chat already deployed and configured, then you'll need to install and configure those products.
+#:In addition, if you do not have Genesys Multicloud CX agent desktop and Chat already deployed and configured, then you'll need to install and configure those products.
 #As an Administrator of the system, make sure that you can log in to the Genesys Cloud Admin UI. For information about using the UI, see the ''{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide}}''. From this point forward, you – and other system and network administrators in your enterprise, as required – can proceed with the integration of Predictive Engagement into Engage Chat. If you have questions or issues, contact Genesys Customer Care or your Professional Services representative.
 #Once you're logged into the Admin UI, look at the roles that have been configured. There should be Journey permissions assigned to some roles already. The Journey permissions control access to Predictive Engagement and its features. Genesys configures the initial roles during the creation of your Genesys Cloud organization. For example, your Administrator role was configured by Genesys and contains a preliminary set of permissions. For information about Genesys Cloud user roles, see the [https://help.mypurecloud.com/articles/products-roles-and-permissions-list/ Products, roles, and permissions list]. For the list of permissions for Predictive Engagement within Genesys Cloud, see [https://help.mypurecloud.com/articles/altocloud-permissions-overview/ Predictive Engagement permissions overview].
@@ Line 116: / Line 116: @@
 {{!}}[https://docs.genesys.com/Documentation/ESChat Chat Server]
 {{!}}8.5.1
-{{!}}8.5.105 minimum, [https://docs.genesys.com/Documentation/RN/8.5.x/mm-cht85rn/mm-cht8510906 8.5.109+] recommended<br />Supporting components in the Genesys Engage Chat installation must be compatible with the versions of GMS and Chat Server that are required for Predictive Engagement.
+{{!}}8.5.105 minimum, [https://docs.genesys.com/Documentation/RN/8.5.x/mm-cht85rn/mm-cht8510906 8.5.109+] recommended<br />Supporting components in the Genesys Multicloud CX Chat installation must be compatible with the versions of GMS and Chat Server that are required for Predictive Engagement.
 {{!}}-
 {{!}}}
@@ Line 157: / Line 157: @@
 *{{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=SupportedBrowsers|display text=Supported browsers}}
-To deploy the agent desktop, which is a required component for Predictive Engagement integration into a Genesys Engage installation, see the following document:
+To deploy the agent desktop, which is a required component for Predictive Engagement integration into a Genesys Multicloud CX installation, see the following document:
 *[https://docs.genesys.com/Documentation/IW/8.5.1/Dep/Welcome ''Workspace Desktop Edition 8.5 Deployment Guide'']
@@ Line 169: / Line 169: @@
 ===Agent===
-Agents use the Predictive Engagement gadgets that are embedded in the agent desktop, Workspace Desktop Edition (WDE), to view journey information about the customer who is using your website. For information about using the Genesys Engage agent desktop in on-premises installations, see the following documents:
+Agents use the Predictive Engagement gadgets that are embedded in the agent desktop, Workspace Desktop Edition (WDE), to view journey information about the customer who is using your website. For information about using the Genesys Multicloud CX agent desktop in on-premises installations, see the following documents:
 *''[https://docs.genesys.com/Documentation/IW/8.5.1/User/Welcome Workspace 8.5 User's Guide]''; in particular, see [https://docs.genesys.com/Documentation/IW/8.5.1/User/HandleAltocloudChatIneraction Handle a Predictive Engagement Chat Interaction]

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=Yes
-|DisplayName=Integrating Genesys Predictive Engagement into Genesys Engage on-premises
+|DisplayName=Integrating Genesys Predictive Engagement into Gxxx Exxx on-premises
-|TocName=Genesys Predictive Engagement in Genesys Engage on-premises
+|TocName=Genesys Predictive Engagement in Gxxx Exxx on-premises
 |Context=This article is a high-level overview of {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=howpreworks|display text=the process}} to integrate Genesys Predictive Engagement with Genesys Engage Chat in an on-premises installation. The article includes the list of {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=engageonprempre|display text=prerequisite components}} and the version requirements, as well as {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=predocumentation|display text=links to resources}} that provide detailed information.
 |ComingSoon=No
@@ Line 17: / Line 17: @@
 Topics in this article include:
-*Links to the {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=predocumentation|display text=Genesys Predictive Engagement documentation}} specific to Genesys Engage on-premises deployments.
+*Links to the {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=predocumentation|display text=Genesys Predictive Engagement documentation}} specific to Gxxx Exxx on-premises deployments.
 *A {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=preintegratesummary|display text=summary of how Predictive Engagement integrates}} with Genesys Engage Chat.
 |Status=No
 }}{{Section
-|sectionHeading=How Genesys Predictive Engagement works in Genesys Engage on-premises
+|sectionHeading=How Genesys Predictive Engagement works in Gxxx Exxx on-premises
 |anchor=howpreworks
 |alignment=Vertical
 |structuredtext=After you have purchased Genesys Predictive Engagement, you receive a welcome email that includes information about activating your administrator accounts with Genesys Cloud, which is the platform for Predictive Engagement.
-After you receive the email, but before you start provisioning Predictive Engagement in your Genesys Engage on-premises deployment, consult with your Genesys Professional Services team. They will provide step-by-step information about provisioning that must be completed in the Genesys Cloud UI and in Genesys Administrator Extension (GAX).
+After you receive the email, but before you start provisioning Predictive Engagement in your Gxxx Exxx on-premises deployment, consult with your Genesys Professional Services team. They will provide step-by-step information about provisioning that must be completed in the Genesys Cloud UI and in Genesys Administrator Extension (GAX).
 If you need help in locating or acquiring the Pacing Server installation package or any required plugins, contact your Genesys representative or the Genesys Professional Services personnel who are assisting you with the Predictive Engagement integration.
@@ Line 36: / Line 36: @@
 Genesys Predictive Engagement integrates with Genesys Widgets, which you deploy as part of Genesys Engage Chat. You can find an overview of the complete Genesys Engage Chat architecture in ''[https://docs.genesys.com/Documentation/ESChat/latest/Admin/Overview Chat Server Administration].''
-For the list of prerequisite components and supported versions, see the table in the section called {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=engageonprempre|display text=Required Genesys Engage on-premises components to support Genesys Predictive Engagement}}.
+For the list of prerequisite components and supported versions, see the table in the section called {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=engageonprempre|display text=Required Gxxx Exxx on-premises components to support Genesys Predictive Engagement}}.
 To give your agents visibility into a customer's journey, you must install the following components:
@@ Line 48: / Line 48: @@
 *Stat Server: Stat Server is the primary source of information for the calculations performed by the Agent Pacing Service. You configure the connection to Stat Server when you deploy the Pacing Server. During the provisioning phase of the Pacing Server deployment, Agent Pacing Service–related statistics and filters are added to the Stat Server application. For detailed information about deploying the Pacing Server, including how to make the connection to the Stat Server application, see {{Link-AnywhereElse|product=ATC|version=Current|manual=PacingServiceDeployment|topic=Installation}}. For detailed information about the provisioning tool and the stats and filters that are added to Stat Server, see {{Link-AnywhereElse|product=ATC|version=Current|manual=PacingServiceDeployment|topic=ProvisioningArticle}}.
-The minimum version of each component is described in the {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=engageonprempre|display text=Required Genesys Engage on-premises components}} table, below.
+The minimum version of each component is described in the {{Link-Standalone|topic=Solution/EngagePredictiveEngagement|anchor=engageonprempre|display text=Required Gxxx Exxx on-premises components}} table, below.
 |Status=No
 }}{{Section
@@ Line 54: / Line 54: @@
 |alignment=Vertical
 |structuredtext====Genesys Predictive Engagement integration summary===
-The installation and configuration specific to integrating Predictive Engagement into your Genesys Engage on-premises deployment is summarized as follows:
+The installation and configuration specific to integrating Predictive Engagement into your Gxxx Exxx on-premises deployment is summarized as follows:
-#Working with Genesys Professional Services, you must complete preliminary configuration in Configuration Server to enable the integration of Genesys Cloud services into Genesys Engage on-premises installations. For information about the process, see {{Link-AnywhereElse|product=PEC-Hybrid|version=Current|manual=Admin|topic=About}}.
+#Working with Genesys Professional Services, you must complete preliminary configuration in Configuration Server to enable the integration of Genesys Cloud services into Gxxx Exxx on-premises installations. For information about the process, see {{Link-AnywhereElse|product=PEC-Hybrid|version=Current|manual=Admin|topic=About}}.
 #:In addition, if you do not have Genesys Engage agent desktop and Chat already deployed and configured, then you'll need to install and configure those products.
 #As an Administrator of the system, make sure that you can log in to the Genesys Cloud Admin UI. For information about using the UI, see the ''{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide}}''. From this point forward, you – and other system and network administrators in your enterprise, as required – can proceed with the integration of Predictive Engagement into Engage Chat. If you have questions or issues, contact Genesys Customer Care or your Professional Services representative.
@@ Line 75: / Line 75: @@
 |Status=No
 }}{{Section
-|sectionHeading=Required Genesys Engage on-premises components to support Genesys Predictive Engagement
+|sectionHeading=Required Gxxx Exxx on-premises components to support Genesys Predictive Engagement
 |anchor=engageonprempre
 |alignment=Vertical
-|structuredtext=To integrate Genesys Predictive Engagement into your Genesys Engage on-premises installation, you must have the correct version of certain specific components. The following table lists the prerequisite components and the minimum version that you'll need for each.
+|structuredtext=To integrate Genesys Predictive Engagement into your Gxxx Exxx on-premises installation, you must have the correct version of certain specific components. The following table lists the prerequisite components and the minimum version that you'll need for each.
 {{{!}}
@@ Line 146: / Line 146: @@
 ===Administrator===
-Administrators add the Journey JavaScript SDK (tracking snippet) to web pages and integrate Predictive Engagement into a  Genesys Engage on-premises installation, which includes authoring segments, outcomes, action maps, and so on in the Predictive Engagement UI. For more information about environmental configuration and the Predictive Engagement UI, see the following documents:
+Administrators add the Journey JavaScript SDK (tracking snippet) to web pages and integrate Predictive Engagement into a  Gxxx Exxx on-premises installation, which includes authoring segments, outcomes, action maps, and so on in the Predictive Engagement UI. For more information about environmental configuration and the Predictive Engagement UI, see the following documents:
 *''{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide}}''

@@ Line 67: / Line 67: @@
 #*Deploy Genesys Widgets. For information, see {{Link-Standalone|topic=ATC/GenesysWidgetsIntegration}} and the ''[https://docs.genesys.com/Documentation/GWC/latest/Deployment/Welcome Genesys Widgets Deployment Guide]'' and ''[https://docs.genesys.com/Documentation/GWC/latest/WidgetsAPI/Welcome Genesys Widgets Reference]''.
 #*Deploy the tracking snippet. For information, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_tracking}} and ''{{Link-AnywhereElse|product=ATC|version=Current|manual=SDK}}''.
-#:Specifying the text that displays on the WebChat Widget, the information that the Widget collects from website visitors, and when to offer (''trigger'') the WebChat Widget to a website visitor is all configured in the Predictive Engagement section of the Genesys Cloud admin UI (see Step 5, above). In addition to the relevant documentation suggested in Step 5, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Trigger}} and {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Outcome_probabilities}}. To see sample configuration for a specific scenario, watch the video on the {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Chat_offers}} page in the ''Predictive Engagement Administrator's Guide''.
+#:Specifying the text that displays on the WebChat Widget, the information that the Widget collects from website visitors, and when to offer (''trigger'') the WebChat Widget to a website visitor is all configured in the Predictive Engagement section of the Genesys Cloud admin UI (see Step 5, above). In addition to the relevant documentation suggested in Step 5, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Trigger}}. To see sample configuration for a specific scenario, watch the video on the {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Chat_offers}} page in the ''Predictive Engagement Administrator's Guide''.
 #Integrate Predictive Engagement with WDE:
 #*Install the Predictive Engagement plugin.
@@ Line 141: / Line 141: @@
 |structuredtext=For an introduction to Predictive Engagement, see the {{Link-Standalone|topic=ATC/Predictive_Engagement_overview}}.
-To familiarize yourself with Predictive Engagement terminology, see the {{Link-Standalone|topic=ATC/Predictive_EngagementGlossary}}.
+To familiarize yourself with Predictive Engagement terminology, see the {{Link-Standalone|topic=ATC/Glossary|display text=Genesys Predictive Engagement Glossary}}.
 The following sections provide links to documentation based on your role in the contact center.
 ===Administrator===
-Administrators add the Journey JavaScript SDK (tracking snippet) to web pages and integrate Predictive Engagement into a  Genesys Engage on-premises installation, which includes authoring segments, outcomes, action maps, and so on in the Predictive Engagement UI. You can find information about environmental configuration and the Predictive Engagement UI in the following documents:
+Administrators add the Journey JavaScript SDK (tracking snippet) to web pages and integrate Predictive Engagement into a  Genesys Engage on-premises installation, which includes authoring segments, outcomes, action maps, and so on in the Predictive Engagement UI. For more information about environmental configuration and the Predictive Engagement UI, see the following documents:
 *''{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide}}''
@@ Line 162: / Line 162: @@
 ===Developer===
-Developers integrate Genesys Widgets into the consumer-facing website and can customize web tracking. You can find information about how to perform these tasks in the following documents:
+Developers integrate Genesys Widgets into the consumer-facing website and can customize web tracking. For more information about how to perform these tasks, see the following documents:
 *''{{Link-AnywhereElse|product=ATC|version=Current|manual=SDK}}''
@@ Line 178: / Line 178: @@
 *''{{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide}}''
-In the agent desktop, the tab that displays a customer's journey information might be labelled '''Predictive Engagement''', which was the original name for Genesys Predictive Engagement. That label will change in subsequent releases.
+In the agent desktop, the tab that displays a customer's journey information might be labelled '''Altocloud''', which was the original name for Genesys Predictive Engagement. That label will change in subsequent releases.
 |Status=No
 }}

@@ Line 9: / Line 9: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext=Genesys Predictive Engagement, formerly called Altocloud, is a real-time journey analytics platform that can observe and analyze a consumer's activities on your digital property, such as a website.
+|structuredtext=Genesys Predictive Engagement, formerly called Predictive Engagement, is a real-time journey analytics platform that can observe and analyze a consumer's activities on your digital property, such as a website.
 [[File:LiveNowFIlterPEPC.png|center|border]]

@@ Line 171: / Line 171: @@
 Agents use the Predictive Engagement gadgets that are embedded in the agent desktop, Workspace Desktop Edition (WDE), to view journey information about the customer who is using your website. For information about using the Genesys Engage agent desktop in on-premises installations, see the following documents:
-*''[https://docs.genesys.com/Documentation/IW/8.5.1/User/Welcome Workspace 8.5 User's Guide]''; in particular, see [https://docs.genesys.com/Documentation/IW/8.5.1/User/HandleAltocloudChatIneraction Handle an Predictive Engagement Chat Interaction]
+*''[https://docs.genesys.com/Documentation/IW/8.5.1/User/Welcome Workspace 8.5 User's Guide]''; in particular, see [https://docs.genesys.com/Documentation/IW/8.5.1/User/HandleAltocloudChatIneraction Handle a Predictive Engagement Chat Interaction]
 *''[https://docs.genesys.com/Documentation/IW/8.5.1/Help/Welcome Workspace Desktop Edition Help]''