Difference between revisions of "ATC/Current/AgentGuide/PureEngage"
From Genesys Documentation
m (Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2") |
m (Text replacement - "PureEngage" to "Genesys Engage") |
||
| Line 1: | Line 1: | ||
{{Article | {{Article | ||
|Standalone=No | |Standalone=No | ||
| − | |DisplayName=An agent's experience in | + | |DisplayName=An agent's experience in Genesys Engage |
|Platform=GenesysEngage-onpremises | |Platform=GenesysEngage-onpremises | ||
| − | |TocName= | + | |TocName=Genesys Engage |
|ComingSoon=No | |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 Engage |
|Standalone=No | |Standalone=No | ||
|ComingSoon=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 | + | |structuredtext=If a visitor accepts an offer to chat from {{MINTYDOCSPRODUCT}}, you see a new tab in your Genesys Engage Workspace when you receive the interaction. |
|fullwidth=No | |fullwidth=No | ||
|Status=No | |Status=No | ||
| Line 58: | Line 58: | ||
|ComingSoon=No | |ComingSoon=No | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | |structuredtext=* | + | |structuredtext=* Genesys Engage Cloud: [https://docs.genesys.com/Documentation/PSAAS/Public/Agent/ADAltocloud Genesys Engage Cloud Agent's Guide] |
| − | * | + | * Genesys Engage on-premises: [https://docs.genesys.com/Documentation/IW/8.5.1/Help/AltocloudChatIneraction Altocloud Chat Interaction] |
|fullwidth=No | |fullwidth=No | ||
|Status=No | |Status=No | ||
}} | }} | ||
}} | }} | ||
Revision as of 12:03, July 15, 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 Genesys Engage
If a visitor accepts an offer to chat from Genesys Predictive Engagement, you see a new tab in your Genesys Engage 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 Engage Cloud: Genesys Engage Cloud Agent's Guide
- Genesys Engage on-premises: Altocloud Chat Interaction
Comments or questions about this documentation? Contact us for support!