Difference between revisions of "PEC-AD/Current/Agent/ADPredictive Engagement"
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{{Article | {{Article | ||
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| − | |DisplayName= | + | |DisplayName=Genesys Predictive Engagement Chat Interaction |
| − | |TocName= | + | |TocName=Genesys Predictive Engagement |
| − | |Context=Genesys | + | |Context=Genesys Predictive Engagement displays a graphic representation of a contact's website journey, providing information and insight for sales and service agents. |
|ComingSoon=No | |ComingSoon=No | ||
|Platform=GenesysEngage-cloud | |Platform=GenesysEngage-cloud | ||
| − | | | + | |Role=Agent, Supervisor |
|Section={{Section | |Section={{Section | ||
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|anchor=W | |anchor=W | ||
|alignment=Vertical | |alignment=Vertical | ||
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|structuredtext={{NoteFormat| | |structuredtext={{NoteFormat| | ||
| − | * Some Workspace | + | * Some Agent Workspace features are available only for Genesys Multicloud CX users. |
| − | * | + | * Genesys Predictive Engagement might look different in your environment. |
|1}} | |1}} | ||
| − | If you are set up to use {{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide|display text=Genesys | + | If you are set up to use {{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide|display text=Genesys Predictive Engagement}} you can access the '''Journey''' tab on the right side of the Chat interaction window. |
| − | [[File: | + | [[File:GAPI_900_Predictive_Engagement_Journey_Tab.png|Predictive Engagement tab in Workspace.|alt=The Predictive Engagement tab in Workspace.|1200x1200px]] |
| − | The '''Journey''' tab is displayed after a contact has been proactively offered a {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=chat}} based on their web activity. | + | The '''Journey''' tab is displayed after a contact has been proactively offered a {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=chat}} based on their web activity. Genesys Predictive Engagement might have identified the contact as a potentially valuable customer or one who has become stuck somewhere on the website. This is determined by how your organization set up Genesys Predictive Engagement. |
Use the '''Journey''' tab to view the details of a contact's visit to your company website before and after they initiated a web chat interaction. | Use the '''Journey''' tab to view the details of a contact's visit to your company website before and after they initiated a web chat interaction. | ||
| − | The ''{{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide|display text=Genesys | + | The ''{{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide|display text=Genesys Predictive Engagement Agent's Guide}}'' contains all the information that you, as an agent, need to understand and use the contents of the '''Journey''' tab. |
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For information about how to handle a chat interaction, go {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=here}}. | For information about how to handle a chat interaction, go {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=here}}. | ||
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|structuredtext=*{{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Asynchronous Chat}} | |structuredtext=*{{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Asynchronous Chat}} | ||
*{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}} | *{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}} | ||
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*{{Link-SomewhereInThisManual|topic=ADintinter|anchor=top|display text=Internal interactions}} | *{{Link-SomewhereInThisManual|topic=ADintinter|anchor=top|display text=Internal interactions}} | ||
*{{Link-SomewhereInThisManual|topic=ADcobrow|anchor=top|display text=Co-browse}} | *{{Link-SomewhereInThisManual|topic=ADcobrow|anchor=top|display text=Co-browse}} | ||
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|structuredtext=#{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=Getting Started}} | |structuredtext=#{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=Getting Started}} | ||
| − | #{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent | + | #{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Workspace}} |
#{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}} | #{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}} | ||
#{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}} | #{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}} | ||
#{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=Contact and interaction history}} | #{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=Contact and interaction history}} | ||
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Latest revision as of 13:55, November 14, 2022
This topic is part of the manual Agent Workspace Agent's Guide for version Current of Agent Workspace.
Contents
Genesys Predictive Engagement displays a graphic representation of a contact's website journey, providing information and insight for sales and service agents.
Related documentation:
Important
- Some Agent Workspace features are available only for Genesys Multicloud CX users.
- Genesys Predictive Engagement might look different in your environment.
If you are set up to use Genesys Predictive Engagement you can access the Journey tab on the right side of the Chat interaction window.
The Journey tab is displayed after a contact has been proactively offered a chat based on their web activity. Genesys Predictive Engagement might have identified the contact as a potentially valuable customer or one who has become stuck somewhere on the website. This is determined by how your organization set up Genesys Predictive Engagement.
Use the Journey tab to view the details of a contact's visit to your company website before and after they initiated a web chat interaction.
The Genesys Predictive Engagement Agent's Guide contains all the information that you, as an agent, need to understand and use the contents of the Journey tab.
For information about how to handle a chat interaction, go here.
What next?
Top 5 topics
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