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{{MintyDocsProduct
 
{{MintyDocsProduct
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|displayname=Genesys Altocloud
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|WithTabber=Yes
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|admins=DannaShirley
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|displayname=Genesys Predictive Engagement
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|editors=DannaShirley,Ejoyce,Steve
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|contentarea=Shared
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|previewers=DannaShirley,Ejoyce
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|landingpage=No
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|definition=Genesys Altocloud is a customer journey analytics platform that analyzes all kinds of customer journey behavior and data. It can be used to observe and analyze visitors on your digital properties, such as websites. Genesys Altocloud can predict what it will take for visitors to achieve a desirable business outcome, and then acts to offer the most appropriate and effective channel to assist them in completing their journey.
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|definition=Genesys Predictive Engagement (formerly known as Altocloud) is a real-time journey analytics platform that can observe and analyze visitors on your digital properties, such as websites. Predictive Engagement can predict the real-time probability of visitors achieving a desirable business outcome, and then act to offer the most appropriate and effective channel to assist them in completing their journey. Predictive Engagement offers service from the cloud and is compatible with Genesys Cloud CX, PureConnect, and Genesys Multicloud CX platforms. Customers running a Genesys premises-based solution can integrate with Predictive Engagement as a cloud service in a hybrid-based architecture.
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|Platforms=PureEngage, PureConnect, PureCloud
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|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
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|ComingSoon=No
 
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|MintyDocsProductLandingSections={{MintyDocsProductLandingSections
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|Platform=PureEngage, PureConnect, PureCloud
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|Platform=GenesysCloud
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|Type=Get Started
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|Type=Release Notes
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|Links=* {{#mintydocs_link:topic=Get_Started|manual=AdminGuide|version=Current|link text=Administrators}}
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|Links=[https://help.mypurecloud.com/releasenote_category/predictive-engagement/ Release Notes]
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* {{#mintydocs_link:topic=Get_started|manual=Developers|version=Current|link text= Developers}}
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* {{#mintydocs_link:topic=Get_started|manual=AgentGuide|version=Current|link text=Agents}}
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<br />
 
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|Columns=No
 
}}{{MintyDocsProductLandingSections
 
}}{{MintyDocsProductLandingSections
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|Platform=PureConnect, PureCloud
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|Platform=PureConnect
 
|Type=Release Notes
 
|Type=Release Notes
−
|Links=* {{#mintydocs_link:manual=ReleaseNotes|topic=About|version=Current|link text=All Release Notes}}
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|Links={{NoteFormat|Release Notes for Predictive Engagement features in Genesys Cloud CX are included in the Genesys Cloud CX Release Notes.
−
* {{#mintydocs_link:manual=ReleaseNotes|topic=Administration_UI|version=Current|link text=Admin UI}}
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−
* {{#mintydocs_link:manual=ReleaseNotes|topic=Agent_UI|version=Current|link text=Agent UI}}
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For Predictive Engagement features that are specific for PureConnect, click the following link and search or filter for '''Predictive Engagement'''.|}}
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* {{#mintydocs_link:manual=ReleaseNotes|topic=Javascript_SDK|version=Current|link text=Altocloud SDK}}
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 +
[https://help.genesys.com/cic/releasenotes/ Release Notes]
 
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|Columns=No
 
}}{{MintyDocsProductLandingSections
 
}}{{MintyDocsProductLandingSections
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|Platform=PureEngage
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|Platform=GenesysEngage-cloud
 
|Type=Release Notes
 
|Type=Release Notes
−
|Links=* {{#mintydocs_link:manual=ReleaseNotes|topic=About|version=Current|link text=All Release Notes}}
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|Links={{NoteFormat|Release Notes for Predictive Engagement features in Genesys Cloud CX are included in the Genesys Cloud CX Release Notes. See also the following links and search for Predictive Engagement.|}}
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* {{#mintydocs_link:manual=ReleaseNotes|topic=Administration_UI|version=Current|link text=Admin UI}}
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{{NoteFormat|
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* {{#mintydocs_link:manual=ReleaseNotes|topic=Agent_UI|version=Current|link text=Agent UI}}
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Genesys Predictive Engagement entered End of Life (EOL) on March 15, 2023. It enters End of Maintenance on June 30, 2025 and reaches End of Support on June 30, 2025. If you have questions, contact your account representative.
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* {{#mintydocs_link:manual=ReleaseNotes|topic=Javascript_SDK|version=Current|link text=Altocloud SDK}}
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}}
  
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* {{#mintydocs_link:manual=ReleaseNotes|topic=Agent_Pacing_Service|version=Current|link text=Agent Pacing Service}}
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====Genesys Multicloud CX====
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* {{#mintydocs_link:manual=ReleaseNotes|topic=WDE_Plugin|version=Current|link text=Altocloud Plugin for Workspace Desktop Edition}}
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 +
*[https://docs.genesys.com/Documentation/PSAAS/latest/RN/AD Agent Workspace (V.9)]
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*[https://docs.genesys.com/Documentation/PSAAS/Public/RN/AgentSetup Agent Setup]
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====Genesys Engage on-premises====
 +
 
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*[https://docs.genesys.com/Documentation/RN/8.5.x/wde85rn/wde8513505 Workspace Desktop Edition 8.5.135.05]
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*[https://docs.genesys.com/Documentation/RN/8.5.x/wde85rn/wde8513302 Workspace Desktop Edition 8.5.133.02]
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 +
*{{#mintydocs_link:manual=ReleaseNotes|topic=Agent_Pacing_Service|version=Current|link text=Agent Pacing Service: November 18, 2018}}
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*{{#mintydocs_link:manual=ReleaseNotes|topic=WDE_Plugin|version=Current|link text=Genesys Predictive Engagement Plugin for Workspace Desktop Edition}}
 
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|Type=Install and Config
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|Type=Get Started
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|Title=Administrator Resources
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|Title=Get started
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|Links=* {{#mintydocs_link:topic=Live_Now|manual=AdminGuide|version=Current|link text=Live now}}
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|Description=Understand the purpose of {{MintyDocsProduct}}and how you can begin using it in your organization.
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* {{#mintydocs_link:topic=Segments|manual=AdminGuide|version=Current|link text=Segments}}
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|Links=*{{Link-Standalone|topic=ATC/Predictive_Engagement_overview}}
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* {{#mintydocs_link:topic=Outcomes|manual=AdminGuide|version=Current|link text=Outcomes}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|display text=Administrators}}
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* {{#mintydocs_link:topic=VisitorAttsJourney|manual=AdminGuide|version=Current|link text=Visitor attributes and visitor journeys}}
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*{{Link-Standalone|topic=ATC/Predictive_Engagement_Developers|display text=Developers}}
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* {{#mintydocs_link:topic=Action_maps|manual=AdminGuide|version=Current|link text=Action maps}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide|display text=Agents}}
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* {{#mintydocs_link:topic=Tracking_snippet|manual=AdminGuide|version=Current|link text=Tracking snippet}}
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*{{Link-Standalone|topic=ATC/Glossary|display text=Glossary}}
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* {{#mintydocs_link:topic=GDPR|manual=AdminGuide|version=Current|link text=GDPR}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Get_Started_GenesysEngage-cloud|display text=Administrators - Cloud}}
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*[https://all.docs.genesys.com/ATC/Current/AdminGuide/Get_Started_GenesysEngage-onpremises Administrators - Premises]
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*{{Link-Standalone|topic=ATC/Predictive_Engagement_Developers|display text=Developers}}
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|Platform=PureConnect
 
|Platform=PureConnect
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|Type=Install and Config
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|Type=Get Started
−
|Title=Administrator Resources
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|Title=Get started
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|Links=* [https://help.genesys.com/cic/desktop/altocloud_integration_landing.htm Altocloud integration landing page]
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|Description=Understand the purpose of {{MINTYDOCSPRODUCT}}and how you can begin using it in your organization.
−
*  
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|Links=*{{Link-Standalone|topic=ATC/Predictive_Engagement_overview}}
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*{{#mintydocs_link:topic=Get_Started_PureConnect|manual=AdminGuide|version=Current|link text=Administrators}}
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*{{Link-Standalone|topic=ATC/Predictive_Engagement_Developers|display text=Developers}}
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|Platform=GenesysCloud
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|Type=Additional Resources
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|Title=Videos
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|Links=*[https://vimeo.com/419850122 Predictive Engagement for Genesys Cloud CX]
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Admin_videos|display text=Administrator videos}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=Event|topic=Videos|display text=Event tracking videos}}
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|Columns=Yes
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}}{{MintyDocsProductLandingSections
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|Platform=GenesysEngage-cloud, PureConnect
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|Type=Additional Resources
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|Title=Videos
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|Description=<br />
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|Links=<br />
 +
 
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Admin_videos|display text=Administrator videos}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=Event|topic=Videos|display text=Event tracking videos}}
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<br />
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|Columns=No
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}}{{MintyDocsProductLandingSections
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|Type=Get Started
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|Title=Review solutions, best practices, and business scenarios
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|Description=Review business scenarios and best practices to improve your results with {{MINTYDOCSPRODUCT}}.
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|Links=*{{Link-Standalone|topic=Solution/ChatSolutions|display text=Advanced chat routing}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=Event|topic=Google_Tag_Manager|display text=Google Tag Manager}}
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|Links=<br />
  
−
[https://help.genesys.com/cic/mergedProjects/wh_tr/mergedProjects/wh_tr_altocloud_int/desktop/configure_the_integration.htm Altocloud Techncial Reference]
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=Event|topic=Google_Tag_Manager|display text=Google Tag Manager}}
  
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=Event|topic=Adobe_Launch|display text=Adobe Launch}}
  
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<br />
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}}{{MintyDocsProductLandingSections
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|Platform=GenesysCloud
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_segments|display text=Segments}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_outcomes|display text=Outcomes}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_attributes|display text=Attributes}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_journey_data}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Live_Now}}
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|Links=*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_actions|display text=Actions}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Chat_offers|display text=Web chats}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_messaging|display text=Web messaging}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_content_offers|display text=Content offers}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=AboutArchFlows|display text=Architect flow actions}}
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|Columns=No
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}}{{MintyDocsProductLandingSections
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|Platform=GenesysEngage-cloud
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|Title=Track journey data
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|Description=Track your customers based on their characteristics and behaviors.
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|Links=*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Tracking_snippet}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_segments|display text=Segments}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_outcomes|display text=Outcomes}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_attributes|display text=Attributes}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_journey_data}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Live_Now}}
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}}{{MintyDocsProductLandingSections
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|Description=Create a collection of techniques that {{MintyDocsProduct}} can use to engage your customers and further your business outcomes.
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|Links=*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_actions|display text=Actions}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Chat_offers|display text=Web chats}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_content_offers|display text=Content offers}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=AboutArchFlows|display text=Architect flow actions}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_action_maps|display text=Action maps}}
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|Columns=No
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}}{{MintyDocsProductLandingSections
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|Platform=PureConnect
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|Type=Install and Config
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|Title=Track journey data
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|Description=Track your customers based on their characteristics and behaviors.
 +
|Links=*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Tracking_snippet}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_segments|display text=Segments}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_outcomes|display text=Outcomes}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_attributes|display text=Attributes}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_journey_data}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Live_Now}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=Event|topic=About_event_tracking|display text=Event tracking with tag managers}}
  
−
{{#mintydocs_link:topic=Segments|manual=AdminGuide|version=Current|link text=Segments}}
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<br />
−
* {{#mintydocs_link:topic=Outcomes|manual=AdminGuide|version=Current|link text=Outcomes}}
 
−
* {{#mintydocs_link:topic=VisitorAttsJourney|manual=AdminGuide|version=Current|link text=Visitor attributes and visitor journeys}}
 
−
* {{#mintydocs_link:topic=Action_maps|manual=AdminGuide|version=Current|link text=Action maps}}
 
−
* {{#mintydocs_link:topic=Tracking_snippet|manual=AdminGuide|version=Current|link text=Tracking snippet}}
 
−
* {{#mintydocs_link:topic=Web_tracking|manual=AdminGuide|version=Current|link text=Web tracking settings}}
 
−
* {{#mintydocs_link:topic=OAuth_Client_settings|manual=AdminGuide|version=Current|link text=OAuth client settings}}
 
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* {{#mintydocs_link:topic=GDPR|manual=AdminGuide|version=Current|link text=GDPR}}
 
 
|Columns=Yes
 
|Columns=Yes
 
}}{{MintyDocsProductLandingSections
 
}}{{MintyDocsProductLandingSections
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|Platform=PureEngage, PureConnect, PureCloud
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|Platform=PureConnect
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|Type=Developer Resources
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|Type=Install and Config
−
|Links=* {{#mintydocs_link:topic=About|manual=Developers|version=Current|link text=Developer's Guide and Altocloud SDK}}
+
|Title=Create actions and action maps
 +
|Description=Create a collection of techniques that {{MintyDocsProduct}} can use to engage your customers and further your business outcomes.
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|Links=*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_actions|display text=Actions}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Chat_offers|display text=Web chats}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_content_offers|display text=Content offers}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=AboutArchFlows|display text=Architect flow actions}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_action_maps|display text=Action maps}}
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|Columns=Yes
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}}{{MintyDocsProductLandingSections
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|Title=Shape a customer's journey
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}}{{MintyDocsProductLandingSections
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|Links=*{{Link-Standalone|topic=Solution/Profile_Lookup_with_Adobe_Experience_Platform}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=ScenarioArchFlows}}
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*{{Link-Standalone|topic=ATC/GPESFLightning|display text=Salesforce Lightning integration}}
 
|Columns=No
 
|Columns=No
 
}}{{MintyDocsProductLandingSections
 
}}{{MintyDocsProductLandingSections
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|Platform=PureEngage, PureConnect, PureCloud
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|Platform=GenesysEngage-cloud, PureConnect, GenesysCloud
−
|Type=Agent Features
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|Type=Supervisor Features
−
|Title=Agent Resources
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|Title=See reports and analytics
−
|Links=* {{#mintydocs_link:topic=About|manual=AgentGuide|version=Current|link text=Agent's Guide}}
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|Links=*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_analytics|display text=Analytics}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Analytics_data}}
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*{{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Action_Map_Performance|display text=Action Map Performance report}}
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*{{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Visitor_Activity|display text=Visitor Activity report}}
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*[https://help.mypurecloud.com/articles/view-an-interactions-altocloud-journey-data/ Interaction history details]
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Usage|display text=Billing and usage}}
 
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|Columns=No
 
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|Platform=PureEngage, PureCloud, PureConnect
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|Platform=GenesysCloud
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|Type=XYZ Documentation
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|Type=Developer Resources
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|Title=Integrations
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|Title=Developer resources
−
|Links=* [[ATC/Regions|Configure regions]]
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|Links=*{{Link-AnywhereElse|product=ATC|version=Current|manual=SDK}}
−
* [[ATC/GenesysWidgetsIntegration|Integrate with Genesys Widgets]]
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*[https://developer.genesys.cloud/api/digital/webmessaging/messengersdk/ Messenger JavaScript SDK]
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Method_reference|display text=Methods}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Web_tracking_API}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Form_tracking_API}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Traits_mapper|display text=Map traits}}
 
|Columns=No
 
|Columns=No
 
}}{{MintyDocsProductLandingSections
 
}}{{MintyDocsProductLandingSections
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|Platform=PureEngage
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|Platform=GenesysEngage-cloud, PureConnect
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|Type=Additional Resources
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|Type=Developer Resources
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|Title=PureEngage On-Premises Integrations
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|Title=Developer resources
−
|Links=* [[ATC/PureEngagePrereqs|Prerequisites for PureEngage on-premises integrations]]
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|Links=*{{Link-AnywhereElse|product=ATC|version=Current|manual=SDK}}
−
* {{#mintydocs_link:topic=About|manual=WDEPlugin|version=Current|link text=Workspace Desktop Edition Plugin Deployment Guide}}
+
*{{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Method_reference|display text=Methods}}
−
* {{#mintydocs_link:topic=About|manual=PacingServiceDeployment|version=Current|link text=Agent Pacing Service Deployment Guide}}
+
*{{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Web_tracking_API}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Form_tracking_API}}
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Traits_mapper|display text=Map traits}}
 
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|Columns=No
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|Title=Agent resources
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|Links=*{{Link-SomewhereInThisProduct|version=Current|manual=AgentGuide|topic=GenesysEngage|display text=An agent's experience in Genesys Multicloud CX}}
 +
*{{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide|topic=Map_icons|display text=Journey map icons}}
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|Title=Agent resources
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*{{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide|topic=GPE_Customer_journey|display text=Customer journey}}
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Latest revision as of 06:00, September 26, 2023

This is a draft page; the published version of this page can be found at ATC.
Click on any of the following to see the documentation for that version:

ReleaseNotes.png

Release Notes

Important
Release Notes for Predictive Engagement features in Genesys Cloud CX are included in the Genesys Cloud CX Release Notes. See also the following links and search for Predictive Engagement.
Important

Genesys Predictive Engagement entered End of Life (EOL) on March 15, 2023. It enters End of Maintenance on June 30, 2025 and reaches End of Support on June 30, 2025. If you have questions, contact your account representative.

Genesys Multicloud CX

Genesys Engage on-premises

GetStarted.png

Get started

AdditionalResources.png

Videos



GetStarted.png

Review solutions, best practices, and business scenarios



InstallConfig.png

Track journey data

InstallConfig.png

Create actions and action maps

InstallConfig.png

Integrate with third-party products

Supervisor.png

See reports and analytics

DeveloperResources.png

Developer resources

AgentLanding.png

Agent resources

ReleaseNotes.png

Release Notes

Important
Release Notes for Predictive Engagement features in Genesys Cloud CX are included in the Genesys Cloud CX Release Notes. For Predictive Engagement features that are specific for PureConnect, click the following link and search or filter for Predictive Engagement.

Release Notes

GetStarted.png

Get started

AdditionalResources.png

Videos



GetStarted.png

Review solutions, best practices, and business scenarios


InstallConfig.png

Track journey data


InstallConfig.png

Create actions and action maps

InstallConfig.png

Integrate with third-party products

Supervisor.png

See reports and analytics

DeveloperResources.png

Developer resources

AgentLanding.png

Agent resources

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