Difference between revisions of "ATC/Current/AgentGuide/PureEngage"
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{{Article | {{Article | ||
|Standalone=No | |Standalone=No | ||
| − | |DisplayName=An agent's experience in | + | |DisplayName=An agent's experience in Genesys Multicloud CX |
| − | |Platform= | + | |Platform=GenesysEngage-cloud |
| − | |TocName= | + | |TocName=Genesys Multicloud CX |
| + | |ComingSoon=No | ||
|Context={{MINTYDOCSPRODUCT}} presents customer journey information to agents. | |Context={{MINTYDOCSPRODUCT}} presents customer journey information to agents. | ||
|Section={{Section | |Section={{Section | ||
| − | |sectionHeading=Customer journey information in | + | |sectionHeading=Customer journey information in Genesys Multicloud CX |
| − | | | + | |Standalone=No |
| + | |ComingSoon=No | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | + | |structuredtext=If a visitor accepts an offer to chat from {{MINTYDOCSPRODUCT}}, you see a new tab in your Genesys Multicloud CX Workspace when you receive the interaction. | |
| − | |structuredtext=If a visitor accepts an offer to chat from {{MINTYDOCSPRODUCT}}, you see a new tab in your | ||
|fullwidth=No | |fullwidth=No | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
|sectionHeading=Agent Desktop | |sectionHeading=Agent Desktop | ||
| − | | | + | |Standalone=No |
| − | | | + | |ComingSoon=No |
| − | | | + | |alignment=Vertical |
| − | |||
|structuredtext=In Agent Desktop (Workspace Web Edition), customer journey information appears on the '''Journey''' tab. | |structuredtext=In Agent Desktop (Workspace Web Edition), customer journey information appears on the '''Journey''' tab. | ||
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}}{{Section | }}{{Section | ||
|sectionHeading=Workspace Desktop Edition | |sectionHeading=Workspace Desktop Edition | ||
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| − | | | + | |alignment=Vertical |
| − | |||
|structuredtext=In Workspace Desktop Edition, customer journey information appears on the '''Altocloud''' tab. | |structuredtext=In Workspace Desktop Edition, customer journey information appears on the '''Altocloud''' tab. | ||
|fullwidth=No | |fullwidth=No | ||
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}}{{Section | }}{{Section | ||
|sectionHeading=See detailed journey information | |sectionHeading=See detailed journey information | ||
| − | |||
|anchor=BlendedTabImage.png | |anchor=BlendedTabImage.png | ||
| + | |Standalone=No | ||
| + | |ComingSoon=No | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | |||
|structuredtext=On the tab, you can access the following information, which is updated as you interact with the visitor: | |structuredtext=On the tab, you can access the following information, which is updated as you interact with the visitor: | ||
* {{#mintydocs_link:topic=Customer journey}} | * {{#mintydocs_link:topic=Customer journey}} | ||
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}}{{Section | }}{{Section | ||
|sectionHeading=Hide and show information | |sectionHeading=Hide and show information | ||
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| + | |ComingSoon=No | ||
|alignment=Horizontal | |alignment=Horizontal | ||
|image=HideShow.png | |image=HideShow.png | ||
| − | | | + | |Media=Image |
|structuredtext=To streamline your view of customer information, click '''Hide'''. Click '''Show''' to see the information again. | |structuredtext=To streamline your view of customer information, click '''Hide'''. Click '''Show''' to see the information again. | ||
|fullwidth=No | |fullwidth=No | ||
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}}{{Section | }}{{Section | ||
|sectionHeading=For more information | |sectionHeading=For more information | ||
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| + | |ComingSoon=No | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | + | |structuredtext=* Genesys Multicloud CX: [https://docs.genesys.com/Documentation/PSAAS/Public/Agent/ADPredictive_Engagement Genesys Multicloud CX Agent's Guide] | |
| − | |structuredtext=* | + | * Genesys Engage on-premises: [https://docs.genesys.com/Documentation/IW/8.5.1/Help/AltocloudChatIneraction Predictive Engagement Chat Interaction] |
| − | * | ||
|fullwidth=No | |fullwidth=No | ||
|Status=No | |Status=No | ||
}} | }} | ||
}} | }} | ||
Latest revision as of 21:16, November 9, 2021
This topic is part of the manual Genesys Predictive Engagement Agent's Guide for version Current of Genesys Predictive Engagement.
Contents
Genesys Predictive Engagement presents customer journey information to agents.
Customer journey information in Genesys Multicloud CX
If a visitor accepts an offer to chat from Genesys Predictive Engagement, you see a new tab in your Genesys Multicloud CX Workspace when you receive the interaction.
Agent Desktop
In Agent Desktop (Workspace Web Edition), customer journey information appears on the Journey tab.
Workspace Desktop Edition
In Workspace Desktop Edition, customer journey information appears on the Altocloud tab.
See detailed journey information
On the tab, you can access the following information, which is updated as you interact with the visitor:
- [[ATC/Current/AgentGuide/Customer journey|]]
- [[ATC/Current/AgentGuide/Matched segments|]]
- [[ATC/Current/AgentGuide/Outcome scores|]]
- [[ATC/Current/AgentGuide/Additional information|]]
Hide and show information
To streamline your view of customer information, click Hide. Click Show to see the information again.
For more information
- Genesys Multicloud CX: Genesys Multicloud CX Agent's Guide
- Genesys Engage on-premises: Predictive Engagement Chat Interaction
Comments or questions about this documentation? Contact us for support!