Solution/PredictiveEngagementEngagecloud - Revision history

WikiSysop at 19:21, July 28, 2022

2022-07-28T19:21:50Z

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

2021-11-09T21:27:46Z

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

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

2021-11-09T21:12:27Z

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

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

2021-11-09T20:28:43Z

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

Corinne.hicks@genesys.com: Published

2021-03-24T16:34:00Z

Published

Corinne.hicks@genesys.com: Published

2020-12-15T17:59:16Z

Published

Corinne.hicks@genesys.com: Published

2020-12-15T17:10:18Z

Published

New page

{{Article
|Standalone=Yes
|DisplayName=Using Predictive Engagement in Genesys Engage cloud
|TocName=Using Predictive Engagement in Genesys Engage cloud
|Context=This article is a high-level overview of the process to add Genesys Predictive Engagement to a Genesys Engage cloud contact center.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator, Supervisor
|Section={{Section
|alignment=Vertical
|structuredtext=Genesys Predictive Engagement, formerly called ''Altocloud'', is a real-time journey-analytics platform that tracks customer activities on your website. Predictive Engagement predicts, in real time, the probability that a customer will complete activities associated with one of your business goals. Because Predictive Engagement is an AI-driven customer engagement platform, it learns to engage with customers at the ''right time'', offering a chat option or a content offer. Predictive Engagement does not interfere with a customer who is successfully navigating your website and aligned with your business goals.
|Status=No
}}{{Section
|sectionHeading=Getting started with Genesys Predictive Engagement
|anchor=GetStarted
|alignment=Vertical
|structuredtext=Genesys Predictive Engagement integrates with Genesys Widgets to offer the customer-engagement features. The Genesys Professional Services team can assist you in making sure that your environment has the necessary {{Link-Standalone|topic=ATC/GenesysEngagePrereqs|display text=Genesys Engage cloud prerequisites}}. The Professional Services team also performs the initial provisioning of Predictive Engagement.

Once that's finished, you receive information by email to help you get started. The email includes information about how to activate your Genesys Cloud features and create your account in the Genesys Cloud Admin UI.

===Predictive Engagement settings and views===
Administrators use the Predictive Engagement section of the {{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=LogIntoGPEUI|display text=Genesys Cloud Admin UI}} to configure features, to observe activity on your customer website in real time, and to view reports. Developers and supervisors can have access to the Genesys Cloud Admin UI as well. ''You'' decide which roles in your contact center require such access. {{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=ConfigPermissionsAndLogic|display text=Permissions configuration}} controls access.

Your Genesys Engage cloud support team works with you to ensure that configuration at your contact center does not block domains associated with Predictive Engagement functionality. For customer-journey tracking purposes, you must also ensure that your website domain is an authorized originator of web journey events. For more information about web tracking and specifying allowed domains, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Web_tracking}} and {{Link-Standalone|topic=ATC/RequiredPCDomains}}. For more information about tracking capabilities and customization, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_tracking}}.

====Viewing customer journey activity in real time====
The Predictive Engagement configuration section in the Genesys Cloud Admin UI includes '''{{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=UseLiveNow|display text=Live Now}}''', which administrators, developers, and supervisors can use when access {{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=ConfigPermissionsAndLogic|display text=permissions}} are configured for each of those roles. Customer journey activity is tracked in real time in '''Live Now'''.

Agents with the correct permissions and privileges have a '''Journey''' tab in Agent Desktop. Like Live Now, the '''Journey''' tab provides a view of customer journey activity in real time.
|Status=No
}}{{Section
|sectionHeading=Overview of the initial configuration
|anchor=LogIntoGPEUI
|alignment=Horizontal
|Media=Video
|image=451630688
|structuredtext=After you receive the Genesys Cloud feature activation email from Genesys and have set up your account in the Genesys Cloud Admin UI, you can access the Admin UI from the Genesys portal. To open the login page, click the '''Altocloud''' tile [[File:AltocloudTile.png|35px|link=]]. To access Predictive Engagement configuration pages, open the Admin area of the Genesys Cloud UI. The video shows you how to navigate to the Predictive Engagement configuration section.
|structuredtextwide=The following sections provide introductory information about integrating Genesys Predictive Engagement into your contact center:

*{{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=ConfigPermissionsAndLogic|display text=Configure permissions and privileges}}
*{{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=ConfigJourneyShaping|display text=Configure journey shaping settings}}
*{{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=ConfigWebPages|display text=Configure your webpages}}
*{{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=UseLiveNow|display text=Use Live Now}}
*{{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=CreateEngagementLogic|display text=Create engagement logic}}
*{{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=PredictiveEngagementInAgentDesktop|display text=Enable agent access to the Journey tab in Agent Desktop}}

For more information about the tabs and features that you use to configure Predictive Engagement and monitor website activity, see the ''{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide}}''. Genesys Cloud browser support is described in [https://help.mypurecloud.com/articles/purecloud-requirements/ Genesys Cloud system requirements]. For a list of relevant information resources, see {{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=DocumentationResources|display text=Relevant information resources}}.
|Status=No
}}{{Section
|anchor=ConfigPermissionsAndLogic
|alignment=Vertical
|structuredtext====Configure permissions and privileges===
Genesys configures initial user roles and assigns some of the Predictive Engagement–related permissions to those roles. For example, Genesys personnel configure the Administrator role, which contains a preliminary set of access permissions for the Genesys Cloud Admin UI. Work with your Genesys Engage cloud support team to complete the configuration and assignment of permissions and privileges.

For the list of Predictive Engagement-related permissions available in Genesys Cloud, see [https://help.mypurecloud.com/articles/altocloud-permissions-overview Predictive Engagement permissions overview].

For more information about Genesys Cloud user roles, see the [https://help.mypurecloud.com/articles/products-roles-and-permissions-list/ Products, roles, and permissions list].

In addition to Genesys Cloud permissions, agents can sometimes require more Genesys Engage access privileges than they currently have. Access privileges apply to Genesys Engage features and functionality and are not specific to Predictive Engagement; your Genesys Engage cloud support team can assist with this configuration.

To provision more agents after the initial service roll-out, you might need to open a Service Request with Genesys Customer Care.
|Status=No
}}{{Section
|anchor=ConfigJourneyShaping
|alignment=Vertical
|structuredtext====Configure journey shaping settings===
''Journey shaping'' refers to the configuration of Predictive Engagement to categorize website visitors and to define your business objectives for each category.

You use the Genesys Cloud Admin UI to configure such things as {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_segments|display text=segments}} and {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_outcomes|display text=outcomes}}. Segments categorize your website visitors into audiences. For example, if you sell insurance, then you might have a segment for home insurance customers and a segment for car insurance customers. Outcomes represent business objectives. Predictive Engagement uses ''outcomes'' to predict whether a visitor's behavior is leading them to achieve a desirable result on their own, or whether an agent must intervene.

If you are new to journey shaping configuration, watch the following videos for demonstrations:

*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Segment_examples|anchor=SegmentSearch|display text=Video: Segment based on search queries}}
*{{Link-AnywhereElse|product=ATC|version=Current|manual=Event|topic=6_Secs|anchor=VideoEventTags6SecsSegments|display text=Video: Build a segment of users who wait 6 seconds}}
|Status=No
}}{{Section
|anchor=ConfigWebPages
|alignment=Vertical
|structuredtext====Configure your webpages===
Configure the webpages on your customer-facing website to interact with Genesys Predictive Engagement customers and to track customer activities. You must deploy both Genesys Widgets and the Predictive Engagement {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Tracking_snippet|display text=tracking snippet}}. Predictive Engagement integrates with Genesys Widgets to handle interactions with customers on your website. The tracking snippet tracks the customer journeys.

To deploy and configure Genesys Widgets for use with Genesys Predictive Engagement, you must use the Genesys Engage v3 REST API transport. If you have not previously deployed Genesys Widgets on your website, then contact your Genesys customer service representative to obtain the following information:

*the URL for the Genesys Engage v3 REST API chat service (<tt>transport.dataURL</tt>)
*the API key (<tt>transport.headers[x-api-key]</tt>)

For more information about the configuration options associated with the v3 REST API transport, see {{Link-AnywhereElse|product=WID|version=Current|manual=SDK|topic=WebChatService-combined}}. For deployment and configuration information, see the ''{{Link-AnywhereElse|product=WID|version=Current|manual=Developer}}'' and ''{{Link-AnywhereElse|product=WID|version=Current|manual=SDK}}''. In particular, see {{Link-AnywhereElse|product=WID|version=Current|manual=Developer|topic=GWCDeployment}} and {{Link-AnywhereElse|product=WID|version=Current|manual=Developer|topic=GWCConfig}}.

If you are already running Genesys Widgets, ensure that you have the {{Link-Standalone|topic=ATC/GenesysEngage-cloudPrereqs|display text=correct version}}. You can fetch the latest version from the public Content Delivery Network (CDN); {{Link-AnywhereElse|product=WID|version=Current|manual=Developer|topic=GWCDeployment|anchor=ReleaseshostedonContentDeliveryNetworkCDN|display text=the instructions}} are in the ''{{Link-AnywhereElse|product=WID|version=Current|manual=Developer}}''.

Configure your Genesys Widgets to enable web chat on every webpage.

After you have deployed Genesys Widgets, add the Journey JavaScript SDK ({{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Tracking_snippet|display text=tracking snippet}}) to the webpages that you want Predictive Engagement to observe. The tracking snippet {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_tracking|display text=tracks user activity}} on webpages within any industry-standard browser such as Google Chrome, Apple Safari, Mozilla Firefox, and Microsoft Edge.
|Status=No
}}{{Section
|anchor=UseLiveNow
|alignment=Vertical
|structuredtext====Use Live Now===
The '''Predictive Engagement''' configuration section of the Genesys Cloud Admin UI includes '''{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Live_Now}}''', which displays – in table format – real-time information about visitors to your website. '''Live Now''' lists the users currently on your website, with information about each one such as the user's status, segment, and what he or she is browsing. Click a user's name to find detailed information about that person's activity.

An administrator can use '''Live Now''' to confirm that Predictive Engagement is properly provisioned and functional. If everything is configured correctly and there is activity on a tracked page somewhere on the website, then '''Live Now''' displays the activity in real time.

[[File:LiveNowPEPC.png]]
|Status=No
}}{{Section
|anchor=CreateEngagementLogic
|alignment=Vertical
|structuredtext====Create engagement logic===
In the '''Predictive Engagement''' section of the Genesys Cloud Admin UI, an administrator configures {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_action_maps|display text=action maps}} to specify when and how to engage with website visitors. Action maps and actions work together to provide meaningful and timely customer engagement. When a customer visits a website that {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_tracking|display text=Predictive Engagement tracks}}, Predictive Engagement monitors the customer's behavior and uses {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_action_maps|display text=action maps}} to determine when and how to take action.

[[File:genesys_admin_altocloud_actionmaps_page.png|600px]]
|Status=No
}}{{Section
|anchor=PredictiveEngagementInAgentDesktop
|alignment=Vertical
|structuredtext====Enable agent access to the Journey tab in Agent Desktop===
Genesys personnel do the initial configuration that makes the Predictive Engagement '''Journey''' tab accessible in Agent Desktop. Once configured, the '''Journey''' tab displays in Agent Desktop when the agent receives and accepts his or her first Predictive Engagement interaction.

[[File:GAPI_900_Predictive_Engagement_Journey_Tab.png|600px]]

The '''Journey''' tab includes information about a customer's web session activity, including the customer's {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_segments|display text=segment}} as well as the {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_outcomes|display text=outcomes and outcome scores}}. The information on the tab updates dynamically in real time as the customer browses your website.

If you have access to '''Agent Setup''' on the Genesys portal, then you can manage the assignment and configuration of agents who use the '''Journey''' tab, channels, and channel options for Predictive Engagement.

For more information about using the '''Journey''' tab in Agent Desktop, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADPredictive_Engagement}}. For more information about setting up new agents and working with agent groups, see {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Onboarding_scenario}} and {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents}}. To enable channels such as Chat for use with Genesys Predictive Engagement, see {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Multi-channel|anchor=alto|display text=Enable Genesys Predictive Engagement for Chat}} and {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Channels_options}}.
|Status=No
}}{{Section
|sectionHeading=Integration with other products
|anchor=AdditionalIntegrations
|alignment=Vertical
|structuredtext=You can integrate the Predictive Engagement service with other products to improve efficiency and facilitate lead generation. Currently, Genesys Predictive Engagement can integrate with the following:

*Architect workflows—Administrators and contact center managers can now create workflows in [https://help.mypurecloud.com/articles/about-architect/ Genesys Cloud Architect]. This feature allows customers to streamline business processes by using Predictive Engagement to build in-house and third-party integrations. For more information about Architect workflows, see [https://help.mypurecloud.com/articles/work-with-workflows/ Work with workflows].
**Trigger Architect flows: Predictive Engagement administrators can use an Architect flow action to configure action maps that trigger Architect flows that integrate with in-house and third-party systems. For more information, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=AboutArchFlows}}.
**Create leads in Salesforce: Predictive Engagement facilitates an integration with Salesforce by providing predefined Genesys Cloud data actions and a sample Architect workflow. An administrator can build an action map that uses the Architect flow action, the data actions, and the Architect workflow to create leads and assign campaign attributions in Salesforce when qualified users arrive on your website. For more information, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=ScenarioArchFlows}}.
|Status=No
}}{{Section
|sectionHeading=Relevant information resources
|anchor=DocumentationResources
|alignment=Vertical
|structuredtext=For an introduction to Predictive Engagement, see the {{Link-Standalone|topic=ATC/Predictive_Engagement_overview|display text=Genesys Predictive Engagement overview}}.

To familiarize yourself with Predictive Engagement terminology, see the {{Link-Standalone|topic=ATC/Predictive_EngagementGlossary|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 webpages and configure segments, outcomes, action maps, and so on, in the Genesys Cloud Admin UI. For more information about how to configure Genesys Predictive Engagement, see the following documents:

*''{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide}}''
*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=FAQs}}
*''{{Link-AnywhereElse|product=ATC|version=Current|manual=Event}}''
*{{Link-Standalone|topic=ATC/RequiredPCDomains}}
*''{{Link-AnywhereElse|product=ATC|version=Current|manual=SDK}}''

===Developer===
Developers integrate Genesys Widgets into the customer-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}}''
*{{Link-Standalone|topic=ATC/GenesysWidgetsIntegration}}; for the complete Genesys Widgets documentation, see [https://all.docs.genesys.com/WID Genesys Widgets].

===Agent===
Agents use the '''Journey''' tab in Agent Desktop to view journey information about customers who are using your website. For information relevant to agents, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADPredictive_Engagement}}. The ''{{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide}}'' provides detailed information about the Predictive Engagement features that an agent sees in Agent Desktop.
|Status=No
}}
}}

@@ Line 27: / Line 27: @@
 The Predictive Engagement configuration section in the Genesys Cloud CX Admin UI includes '''{{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=UseLiveNow|display text=Live Now}}''', which administrators, developers, and supervisors can use when access {{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=ConfigPermissionsAndLogic|display text=permissions}} are configured for each of those roles. Customer journey activity is tracked in real time in '''Live Now'''.
-Agents with the correct permissions and privileges have a '''Journey''' tab in Agent Desktop. Like Live Now, the '''Journey''' tab provides a view of customer journey activity in real time.
+Agents with the correct permissions and privileges have a '''Journey''' tab in Agent Workspace. Like Live Now, the '''Journey''' tab provides a view of customer journey activity in real time.
 |Status=No
 }}{{Section
@@ Line 43: / Line 43: @@
 *{{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=UseLiveNow|display text=Use Live Now}}
 *{{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=CreateEngagementLogic|display text=Create engagement logic}}
-*{{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=PredictiveEngagementInAgentDesktop|display text=Enable agent access to the Journey tab in Agent Desktop}}
+*{{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=PredictiveEngagementInAgentDesktop|display text=Enable agent access to the Journey tab in Agent Workspace}}
 For more information about the tabs and features that you use to configure Predictive Engagement and monitor website activity, see the ''{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide}}''. Genesys Cloud CX browser support is described in [https://help.mypurecloud.com/articles/purecloud-requirements/ Genesys Cloud CX system requirements]. For a list of relevant information resources, see {{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=DocumentationResources|display text=Relevant information resources}}.
@@ Line 114: / Line 114: @@
 |anchor=PredictiveEngagementInAgentDesktop
 |alignment=Vertical
-|structuredtext====Enable agent access to the Journey tab in Agent Desktop===
+|structuredtext====Enable agent access to the Journey tab in Agent Workspace===
-Genesys personnel do the initial configuration that makes the Predictive Engagement '''Journey''' tab accessible in Agent Desktop. Once configured, the '''Journey''' tab displays in Agent Desktop when the agent receives and accepts his or her first Predictive Engagement interaction.
+Genesys personnel do the initial configuration that makes the Predictive Engagement '''Journey''' tab accessible in Agent Workspace. Once configured, the '''Journey''' tab displays in Agent Workspace when the agent receives and accepts his or her first Predictive Engagement interaction.
 [[File:GAPI_900_Predictive_Engagement_Journey_Tab.png|600px]]
@@ Line 123: / Line 123: @@
 If you have access to '''Agent Setup''' on the Genesys portal, then you can manage the assignment and configuration of agents who use the '''Journey''' tab, channels, and channel options for Predictive Engagement.
-For more information about using the '''Journey''' tab in Agent Desktop, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADPredictive_Engagement}}. For more information about setting up new agents and working with agent groups, see {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Onboarding_scenario}} and {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents}}. To enable channels such as Chat for use with Genesys Predictive Engagement, see {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Multi-channel|anchor=alto|display text=Enable Genesys Predictive Engagement for Chat}} and {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Channels_options}}.
+For more information about using the '''Journey''' tab in Agent Workspace, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADPredictive_Engagement}}. For more information about setting up new agents and working with agent groups, see {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Onboarding_scenario}} and {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents}}. To enable channels such as Chat for use with Genesys Predictive Engagement, see {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Multi-channel|anchor=alto|display text=Enable Genesys Predictive Engagement for Chat}} and {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Channels_options}}.
 |Status=No
 }}{{Section
@@ Line 161: / Line 161: @@
 ===Agent===
-Agents use the '''Journey''' tab in Agent Desktop to view journey information about customers who are using your website. For information relevant to agents, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADPredictive_Engagement}}. The ''{{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide}}'' provides detailed information about the Predictive Engagement features that an agent sees in Agent Desktop.
+Agents use the '''Journey''' tab in Agent Workspace to view journey information about customers who are using your website. For information relevant to agents, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADPredictive_Engagement}}. The ''{{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide}}'' provides detailed information about the Predictive Engagement features that an agent sees in Agent Workspace.
 |Status=No
 }}
 }}

@@ Line 17: / Line 17: @@
 |structuredtext=Genesys Predictive Engagement integrates with Genesys Widgets to offer the customer-engagement features. The Genesys Professional Services team can assist you in making sure that your environment has the necessary {{Link-Standalone|topic=ATC/GenesysEngagePrereqs|display text=Genesys Multicloud CX prerequisites}}. The Professional Services team also performs the initial provisioning of Predictive Engagement.
-Once that's finished, you receive information by email to help you get started. The email includes information about how to activate your Genesys Cloud features and create your account in the Genesys Cloud Admin UI.
+Once that's finished, you receive information by email to help you get started. The email includes information about how to activate your Genesys Cloud CX features and create your account in the Genesys Cloud CX Admin UI.
 ===Predictive Engagement settings and views===
-Administrators use the Predictive Engagement section of the  {{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=LogIntoGPEUI|display text=Genesys Cloud Admin UI}} to configure features, to observe activity on your customer website in real time, and to view reports. Developers and supervisors can have access to the Genesys Cloud Admin UI as well. ''You'' decide which roles in your contact center require such access. {{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=ConfigPermissionsAndLogic|display text=Permissions configuration}} controls access.
+Administrators use the Predictive Engagement section of the  {{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=LogIntoGPEUI|display text=Genesys Cloud CX Admin UI}} to configure features, to observe activity on your customer website in real time, and to view reports. Developers and supervisors can have access to the Genesys Cloud CX Admin UI as well. ''You'' decide which roles in your contact center require such access. {{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=ConfigPermissionsAndLogic|display text=Permissions configuration}} controls access.
 Your Genesys Multicloud CX support team works with you to ensure that configuration at your contact center does not block domains associated with Predictive Engagement functionality. For customer-journey tracking purposes, you must also ensure that your website domain is an authorized originator of web journey events. For more information about web tracking and specifying allowed domains, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Web_tracking}} and {{Link-Standalone|topic=ATC/RequiredPCDomains}}. For more information about tracking capabilities and customization, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_tracking}}.
 ====Viewing customer journey activity in real time====
-The Predictive Engagement configuration section in the Genesys Cloud Admin UI includes '''{{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=UseLiveNow|display text=Live Now}}''', which administrators, developers, and supervisors can use when access {{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=ConfigPermissionsAndLogic|display text=permissions}} are configured for each of those roles. Customer journey activity is tracked in real time in '''Live Now'''.
+The Predictive Engagement configuration section in the Genesys Cloud CX Admin UI includes '''{{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=UseLiveNow|display text=Live Now}}''', which administrators, developers, and supervisors can use when access {{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=ConfigPermissionsAndLogic|display text=permissions}} are configured for each of those roles. Customer journey activity is tracked in real time in '''Live Now'''.
 Agents with the correct permissions and privileges have a '''Journey''' tab in Agent Desktop. Like Live Now, the '''Journey''' tab provides a view of customer journey activity in real time.
@@ Line 35: / Line 35: @@
 |Media=Video
 |image=451630688
-|structuredtext=After you receive the Genesys Cloud feature activation email from Genesys and have set up your account in the Genesys Cloud Admin UI, you can access the Admin UI from the Genesys portal. To open the login page, click the '''Altocloud''' tile [[File:AltocloudTile.png|35px|link=]]. To access Predictive Engagement configuration pages, open the Admin area of the Genesys Cloud UI. The video shows you how to navigate to the Predictive Engagement configuration section.
+|structuredtext=After you receive the Genesys Cloud CX feature activation email from Genesys and have set up your account in the Genesys Cloud CX Admin UI, you can access the Admin UI from the Genesys portal. To open the login page, click the '''Altocloud''' tile [[File:AltocloudTile.png|35px|link=]]. To access Predictive Engagement configuration pages, open the Admin area of the Genesys Cloud CX UI. The video shows you how to navigate to the Predictive Engagement configuration section.
 |structuredtextwide=The following sections provide introductory information about integrating Genesys Predictive Engagement into your contact center:
@@ Line 45: / Line 45: @@
 *{{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=PredictiveEngagementInAgentDesktop|display text=Enable agent access to the Journey tab in Agent Desktop}}
-For more information about the tabs and features that you use to configure Predictive Engagement and monitor website activity, see the ''{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide}}''. Genesys Cloud browser support is described in [https://help.mypurecloud.com/articles/purecloud-requirements/ Genesys Cloud system requirements]. For a list of relevant information resources, see {{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=DocumentationResources|display text=Relevant information resources}}.
+For more information about the tabs and features that you use to configure Predictive Engagement and monitor website activity, see the ''{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide}}''. Genesys Cloud CX browser support is described in [https://help.mypurecloud.com/articles/purecloud-requirements/ Genesys Cloud CX system requirements]. For a list of relevant information resources, see {{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=DocumentationResources|display text=Relevant information resources}}.
 |Status=No
 }}{{Section
@@ Line 51: / Line 51: @@
 |alignment=Vertical
 |structuredtext====Configure permissions and privileges===
-Genesys configures initial user roles and assigns some of the Predictive Engagement–related permissions to those roles. For example, Genesys personnel configure the Administrator role, which contains a preliminary set of access permissions for the Genesys Cloud Admin UI. Work with your Genesys Multicloud CX support team to complete the configuration and assignment of permissions and privileges.
+Genesys configures initial user roles and assigns some of the Predictive Engagement–related permissions to those roles. For example, Genesys personnel configure the Administrator role, which contains a preliminary set of access permissions for the Genesys Cloud CX Admin UI. Work with your Genesys Multicloud CX support team to complete the configuration and assignment of permissions and privileges.
-For the list of Predictive Engagement-related permissions available in Genesys Cloud, see [https://help.mypurecloud.com/articles/altocloud-permissions-overview Predictive Engagement permissions overview].
+For the list of Predictive Engagement-related permissions available in Genesys Cloud CX, see [https://help.mypurecloud.com/articles/altocloud-permissions-overview Predictive Engagement permissions overview].
-For more information about Genesys Cloud user roles, see the [https://help.mypurecloud.com/articles/products-roles-and-permissions-list/ Products, roles, and permissions list].
+For more information about Genesys Cloud CX user roles, see the [https://help.mypurecloud.com/articles/products-roles-and-permissions-list/ Products, roles, and permissions list].
-In addition to Genesys Cloud permissions, agents can sometimes require more Genesys Multicloud CX access privileges than they currently have. Access privileges apply to Genesys Multicloud CX features and functionality and are not specific to Predictive Engagement; your Genesys Multicloud CX support team can assist with this configuration.
+In addition to Genesys Cloud CX permissions, agents can sometimes require more Genesys Multicloud CX access privileges than they currently have. Access privileges apply to Genesys Multicloud CX features and functionality and are not specific to Predictive Engagement; your Genesys Multicloud CX support team can assist with this configuration.
 To provision more agents after the initial service roll-out, you might need to open a Service Request with Genesys Customer Care.
@@ Line 67: / Line 67: @@
 ''Journey shaping'' refers to the configuration of Predictive Engagement to categorize website visitors and to define your business objectives for each category.
-You use the Genesys Cloud Admin UI to configure such things as {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_segments|display text=segments}} and  {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_outcomes|display text=outcomes}}. Segments categorize your website visitors into audiences. For example, if you sell insurance, then you might have a segment for home insurance customers and a segment for car insurance customers. Outcomes represent business objectives. Predictive Engagement uses ''outcomes'' to predict whether a visitor's behavior is leading them to achieve a desirable result on their own, or whether an agent must intervene.
+You use the Genesys Cloud CX Admin UI to configure such things as {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_segments|display text=segments}} and  {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_outcomes|display text=outcomes}}. Segments categorize your website visitors into audiences. For example, if you sell insurance, then you might have a segment for home insurance customers and a segment for car insurance customers. Outcomes represent business objectives. Predictive Engagement uses ''outcomes'' to predict whether a visitor's behavior is leading them to achieve a desirable result on their own, or whether an agent must intervene.
 If you are new to journey shaping configuration, watch the following videos for demonstrations:
@@ Line 97: / Line 97: @@
 |alignment=Vertical
 |structuredtext====Use Live Now===
-The '''Predictive Engagement''' configuration section of the Genesys Cloud Admin UI includes '''{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Live_Now}}''', which displays – in table format – real-time information about visitors to your website. '''Live Now''' lists the users currently on your website, with information about each one such as the user's status, segment, and what he or she is browsing. Click a user's name to find detailed information about that person's activity.
+The '''Predictive Engagement''' configuration section of the Genesys Cloud CX Admin UI includes '''{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Live_Now}}''', which displays – in table format – real-time information about visitors to your website. '''Live Now''' lists the users currently on your website, with information about each one such as the user's status, segment, and what he or she is browsing. Click a user's name to find detailed information about that person's activity.
 An administrator can use '''Live Now''' to confirm that Predictive Engagement is properly provisioned and functional. If everything is configured correctly and there is activity on a tracked page somewhere on the website, then '''Live Now''' displays the activity in real time.
@@ Line 107: / Line 107: @@
 |alignment=Vertical
 |structuredtext====Create engagement logic===
-In the '''Predictive Engagement''' section of the Genesys Cloud Admin UI, an administrator configures {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_action_maps|display text=action maps}} to specify when and how to engage with website visitors. Action maps and actions work together to provide meaningful and timely customer engagement. When a customer visits a website that {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_tracking|display text=Predictive Engagement tracks}}, Predictive Engagement monitors the customer's behavior and uses {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_action_maps|display text=action maps}} to determine when and how to take action.
+In the '''Predictive Engagement''' section of the Genesys Cloud CX Admin UI, an administrator configures {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_action_maps|display text=action maps}} to specify when and how to engage with website visitors. Action maps and actions work together to provide meaningful and timely customer engagement. When a customer visits a website that {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_tracking|display text=Predictive Engagement tracks}}, Predictive Engagement monitors the customer's behavior and uses {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_action_maps|display text=action maps}} to determine when and how to take action.
 [[File:genesys_admin_predengage_actionmaps_page.png|600px]]
@@ Line 131: / Line 131: @@
 |structuredtext=You can integrate the Predictive Engagement service with other products to improve efficiency and facilitate lead generation. Currently, Genesys Predictive Engagement can integrate with the following:
-*Architect workflows—Administrators and contact center managers can now create workflows in [https://help.mypurecloud.com/articles/about-architect/ Genesys Cloud Architect]. This feature allows customers to streamline business processes by using Predictive Engagement to build in-house and third-party integrations. For more information about Architect workflows, see [https://help.mypurecloud.com/articles/work-with-workflows/ Work with workflows].
+*Architect workflows—Administrators and contact center managers can now create workflows in [https://help.mypurecloud.com/articles/about-architect/ Genesys Cloud CX Architect]. This feature allows customers to streamline business processes by using Predictive Engagement to build in-house and third-party integrations. For more information about Architect workflows, see [https://help.mypurecloud.com/articles/work-with-workflows/ Work with workflows].
 **Trigger Architect flows: Predictive Engagement administrators can use an Architect flow action to configure action maps that trigger Architect flows that integrate with in-house and third-party systems. For more information, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=AboutArchFlows}}.
-**Create leads in Salesforce: Predictive Engagement facilitates an integration with Salesforce by providing predefined Genesys Cloud data actions and a sample Architect workflow. An administrator can build an action map that uses the Architect flow action, the data actions, and the Architect workflow to create leads and assign campaign attributions in Salesforce when qualified users arrive on your website. For more information, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=ScenarioArchFlows}}.
+**Create leads in Salesforce: Predictive Engagement facilitates an integration with Salesforce by providing predefined Genesys Cloud CX data actions and a sample Architect workflow. An administrator can build an action map that uses the Architect flow action, the data actions, and the Architect workflow to create leads and assign campaign attributions in Salesforce when qualified users arrive on your website. For more information, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=ScenarioArchFlows}}.
 |Status=No
 }}{{Section
@@ Line 146: / Line 146: @@
 ===Administrator===
-Administrators add the Journey JavaScript SDK (tracking snippet) to webpages and configure segments, outcomes, action maps, and so on, in the Genesys Cloud Admin UI. For more information about how to configure Genesys Predictive Engagement, see the following documents:
+Administrators add the Journey JavaScript SDK (tracking snippet) to webpages and configure segments, outcomes, action maps, and so on, in the Genesys Cloud CX Admin UI. For more information about how to configure Genesys Predictive Engagement, see the following documents:
 *''{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide}}''

@@ Line 57: / Line 57: @@
 For more information about Genesys Cloud user roles, see the [https://help.mypurecloud.com/articles/products-roles-and-permissions-list/ Products, roles, and permissions list].
-In addition to Genesys Cloud permissions, agents can sometimes require more Genesys Engage access privileges than they currently have. Access privileges apply to Genesys Engage features and functionality and are not specific to Predictive Engagement; your Genesys Multicloud CX support team can assist with this configuration.
+In addition to Genesys Cloud permissions, agents can sometimes require more Genesys Multicloud CX access privileges than they currently have. Access privileges apply to Genesys Multicloud CX features and functionality and are not specific to Predictive Engagement; your Genesys Multicloud CX support team can assist with this configuration.
 To provision more agents after the initial service roll-out, you might need to open a Service Request with Genesys Customer Care.
@@ Line 80: / Line 80: @@
 Configure the webpages on your customer-facing website to interact with Genesys Predictive Engagement customers and to track customer activities. You must deploy both Genesys Widgets and the Predictive Engagement {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Tracking_snippet|display text=tracking snippet}}. Predictive Engagement integrates with Genesys Widgets to handle interactions with customers on your website. The tracking snippet tracks the customer journeys.
-To deploy and configure Genesys Widgets for use with Genesys Predictive Engagement, you must use the Genesys Engage v3 REST API transport. If you have not previously deployed Genesys Widgets on your website, then contact your Genesys customer service representative to obtain the following information:
+To deploy and configure Genesys Widgets for use with Genesys Predictive Engagement, you must use the Genesys Multicloud CX v3 REST API transport. If you have not previously deployed Genesys Widgets on your website, then contact your Genesys customer service representative to obtain the following information:
-*the URL for the Genesys Engage v3 REST API chat service (<tt>transport.dataURL</tt>)
+*the URL for the Genesys Multicloud CX v3 REST API chat service (<tt>transport.dataURL</tt>)
 *the API key (<tt>transport.headers[x-api-key]</tt>)

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=Yes
-|DisplayName=Using Predictive Engagement in Genesys Engage cloud
+|DisplayName=Using Predictive Engagement in Genesys Multicloud CX
-|TocName=Using Predictive Engagement in Genesys Engage cloud
+|TocName=Using Predictive Engagement in Genesys Multicloud CX
-|Context=This article is a high-level overview of the process to add Genesys Predictive Engagement to a Genesys Engage cloud contact center.
+|Context=This article is a high-level overview of the process to add Genesys Predictive Engagement to a Genesys Multicloud CX contact center.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
@@ Line 15: / Line 15: @@
 |anchor=GetStarted
 |alignment=Vertical
-|structuredtext=Genesys Predictive Engagement integrates with Genesys Widgets to offer the customer-engagement features. The Genesys Professional Services team can assist you in making sure that your environment has the necessary {{Link-Standalone|topic=ATC/GenesysEngagePrereqs|display text=Genesys Engage cloud prerequisites}}. The Professional Services team also performs the initial provisioning of Predictive Engagement.
+|structuredtext=Genesys Predictive Engagement integrates with Genesys Widgets to offer the customer-engagement features. The Genesys Professional Services team can assist you in making sure that your environment has the necessary {{Link-Standalone|topic=ATC/GenesysEngagePrereqs|display text=Genesys Multicloud CX prerequisites}}. The Professional Services team also performs the initial provisioning of Predictive Engagement.
 Once that's finished, you receive information by email to help you get started. The email includes information about how to activate your Genesys Cloud features and create your account in the Genesys Cloud Admin UI.
@@ Line 22: / Line 22: @@
 Administrators use the Predictive Engagement section of the  {{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=LogIntoGPEUI|display text=Genesys Cloud Admin UI}} to configure features, to observe activity on your customer website in real time, and to view reports. Developers and supervisors can have access to the Genesys Cloud Admin UI as well. ''You'' decide which roles in your contact center require such access. {{Link-Standalone|topic=Solution/PredictiveEngagementEngagecloud|anchor=ConfigPermissionsAndLogic|display text=Permissions configuration}} controls access.
-Your Genesys Engage cloud support team works with you to ensure that configuration at your contact center does not block domains associated with Predictive Engagement functionality. For customer-journey tracking purposes, you must also ensure that your website domain is an authorized originator of web journey events. For more information about web tracking and specifying allowed domains, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Web_tracking}} and {{Link-Standalone|topic=ATC/RequiredPCDomains}}. For more information about tracking capabilities and customization, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_tracking}}.
+Your Genesys Multicloud CX support team works with you to ensure that configuration at your contact center does not block domains associated with Predictive Engagement functionality. For customer-journey tracking purposes, you must also ensure that your website domain is an authorized originator of web journey events. For more information about web tracking and specifying allowed domains, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Web_tracking}} and {{Link-Standalone|topic=ATC/RequiredPCDomains}}. For more information about tracking capabilities and customization, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_tracking}}.
 ====Viewing customer journey activity in real time====
@@ Line 51: / Line 51: @@
 |alignment=Vertical
 |structuredtext====Configure permissions and privileges===
-Genesys configures initial user roles and assigns some of the Predictive Engagement–related permissions to those roles. For example, Genesys personnel configure the Administrator role, which contains a preliminary set of access permissions for the Genesys Cloud Admin UI. Work with your Genesys Engage cloud support team to complete the configuration and assignment of permissions and privileges.
+Genesys configures initial user roles and assigns some of the Predictive Engagement–related permissions to those roles. For example, Genesys personnel configure the Administrator role, which contains a preliminary set of access permissions for the Genesys Cloud Admin UI. Work with your Genesys Multicloud CX support team to complete the configuration and assignment of permissions and privileges.
 For the list of Predictive Engagement-related permissions available in Genesys Cloud, see [https://help.mypurecloud.com/articles/altocloud-permissions-overview Predictive Engagement permissions overview].
@@ Line 57: / Line 57: @@
 For more information about Genesys Cloud user roles, see the [https://help.mypurecloud.com/articles/products-roles-and-permissions-list/ Products, roles, and permissions list].
-In addition to Genesys Cloud permissions, agents can sometimes require more Genesys Engage access privileges than they currently have. Access privileges apply to Genesys Engage features and functionality and are not specific to Predictive Engagement; your Genesys Engage cloud support team can assist with this configuration.
+In addition to Genesys Cloud permissions, agents can sometimes require more Genesys Engage access privileges than they currently have. Access privileges apply to Genesys Engage features and functionality and are not specific to Predictive Engagement; your Genesys Multicloud CX support team can assist with this configuration.
 To provision more agents after the initial service roll-out, you might need to open a Service Request with Genesys Customer Care.

@@ Line 109: / Line 109: @@
 In the '''Predictive Engagement''' section of the Genesys Cloud Admin UI, an administrator configures {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_action_maps|display text=action maps}} to specify when and how to engage with website visitors. Action maps and actions work together to provide meaningful and timely customer engagement. When a customer visits a website that {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_tracking|display text=Predictive Engagement tracks}}, Predictive Engagement monitors the customer's behavior and uses {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_action_maps|display text=action maps}} to determine when and how to take action.
-[[File:genesys_admin_altocloud_actionmaps_page.png|600px]]
+[[File:genesys_admin_predengage_actionmaps_page.png|600px]]
 |Status=No
 }}{{Section
@@ Line 141: / Line 141: @@
 |structuredtext=For an introduction to Predictive Engagement, see the {{Link-Standalone|topic=ATC/Predictive_Engagement_overview|display text=Genesys Predictive Engagement overview}}.
-To familiarize yourself with Predictive Engagement terminology, see the {{Link-Standalone|topic=ATC/Predictive_EngagementGlossary|display text=Genesys Predictive Engagement Glossary}}.
+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.

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
-|Role=Administrator, Supervisor
+|Role=Administrator, Developer, Supervisor
 |Section={{Section
 |alignment=Vertical