Difference between revisions of "ATC/Current/AgentGuide/PureEngage"
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|Section={{Section | |Section={{Section | ||
|sectionHeading=Customer journey information in PureEngage | |sectionHeading=Customer journey information in PureEngage | ||
| − | | | + | |Standalone=No |
| + | |ComingSoon=No | ||
|alignment=Vertical | |alignment=Vertical | ||
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|structuredtext=If a visitor accepts an offer to chat from {{MINTYDOCSPRODUCT}}, you see a new tab in your PureEngage Workspace when you receive the interaction. | |structuredtext=If a visitor accepts an offer to chat from {{MINTYDOCSPRODUCT}}, you see a new tab in your PureEngage Workspace when you receive the interaction. | ||
|fullwidth=No | |fullwidth=No | ||
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}}{{Section | }}{{Section | ||
|sectionHeading=Agent Desktop | |sectionHeading=Agent Desktop | ||
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|alignment=Vertical | |alignment=Vertical | ||
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|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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| + | |ComingSoon=No | ||
|alignment=Vertical | |alignment=Vertical | ||
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|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 | ||
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|anchor=BlendedTabImage.png | |anchor=BlendedTabImage.png | ||
| + | |Standalone=No | ||
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|alignment=Vertical | |alignment=Vertical | ||
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|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 | ||
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|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. | ||
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}}{{Section | }}{{Section | ||
|sectionHeading=For more information | |sectionHeading=For more information | ||
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|alignment=Vertical | |alignment=Vertical | ||
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|structuredtext=* PureEngage Cloud: [https://docs.genesys.com/Documentation/PSAAS/Public/Agent/ADAltocloud PureEngage Cloud Agent's Guide] | |structuredtext=* PureEngage Cloud: [https://docs.genesys.com/Documentation/PSAAS/Public/Agent/ADAltocloud PureEngage Cloud Agent's Guide] | ||
* PureEngage on-premises: [https://docs.genesys.com/Documentation/IW/8.5.1/Help/AltocloudChatIneraction Altocloud Chat Interaction] | * PureEngage on-premises: [https://docs.genesys.com/Documentation/IW/8.5.1/Help/AltocloudChatIneraction Altocloud Chat Interaction] | ||
Revision as of 13:30, January 17, 2020
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 PureEngage
If a visitor accepts an offer to chat from Genesys Predictive Engagement, you see a new tab in your PureEngage 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
- PureEngage Cloud: PureEngage Cloud Agent's Guide
- PureEngage on-premises: Altocloud Chat Interaction
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