Difference between revisions of "ATC/Current/AgentGuide/GenesysEngage"

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|DisplayName=An agent's experience in Genesys Engage
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|DisplayName=An agent's experience in Genesys Multicloud CX
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|TocName=Genesys Multicloud CX
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|Context={{MINTYDOCSPRODUCT}} presents customer journey information to agents.
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|Platform=GenesysEngage-cloud
 
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|Context={{MINTYDOCSPRODUCT}} presents customer journey information to agents.
 
 
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|sectionHeading=Customer journey information in Genesys Engage
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|sectionHeading=Customer journey information in Genesys Multicloud CX
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|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.
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In Agent Workspace (Workspace Web Edition), customer journey information appears on the '''Journey''' tab. In Workspace Desktop Edition, customer journey information appears on the '''Altocloud''' tab. The information updates as you interact with the visitor.
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#{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=GenesysEngage|anchor=VisitorInfo|display text=Visitor details}}
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#{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=GenesysEngage|anchor=SessionInfo|display text=Session details}}
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#{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=GenesysEngage|anchor=JourneyMap|display text=Session journey}}
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#{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=GenesysEngage|anchor=Searches|display text=Searches performed}}
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#{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=GenesysEngage|anchor=OutcomeScores|display text=Outcome scores}}
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|alignment=Vertical
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|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.
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|structuredtext=The session journey map includes:
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*Pages that a visitor saw and the sequence in which the visitor saw them
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*Types of engagements that the visitor had with an agent or with Predictive Engagement while on a page, and when
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*Segments that the visitor matched, and when
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To see details about a point on the map, click the {{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|display text=icon}}.
 
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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.
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|structuredtext=Knowing what visitors searched for on your website prepares you to answer questions that they may have. Search information appears in two places.
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|fullwidth=No
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*To see what the visitor searched for at a specific point in the visitor's journey, in the journey map, click a search icon.
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*To view a list of all the terms that the visitor searched for during the session, look in the "Searches performed" section.
 
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|alignment=Vertical
 
|alignment=Vertical
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|structuredtext=In Workspace Desktop Edition, customer journey information appears on the '''Altocloud''' tab.
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|structuredtext=A segment represents a group of visitors that have something in common. For example, a segment might include all visitors who use the same browser or are from the same geographic region. Segments appear in the order in which Predictive Engagement assigns them to the visitor.
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|fullwidth=No
 
 
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}}{{Section
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|sectionHeading=See detailed journey information
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|sectionHeading=Outcome scores
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|anchor=OutcomeScores
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|ComingSoon=No
 
 
|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:
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|structuredtext=A solid green bar indicates that the visitor achieved the outcome. A bar with green and red indicates that the visitor has not yet achieved the outcome. The amount of green indicates approximately how close the visitor is to achieving the goal.
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* {{#mintydocs_link:topic=Customer journey}}
 
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* {{#mintydocs_link:topic=Matched segments}}
 
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* {{#mintydocs_link:topic=Outcome scores}}
 
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* {{#mintydocs_link:topic=Additional information}}
 
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}}{{Section
 
}}{{Section
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|sectionHeading=Hide and show information
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|anchor=LocTech
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|ComingSoon=No
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|alignment=Vertical
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|alignment=Horizontal
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|structuredtext=A visitor's location and technology information includes data on visitor's device, browser, and operating system that are represented with icons:
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|image=HideShow.png
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|Media=Image
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*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Additional_information_icons|anchor=Browsers|display text=Browser}}
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|structuredtext=To streamline your view of customer information, click '''Hide'''. Click '''Show''' to see the information again.
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*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Additional_information_icons|anchor=Devices|display text=Device}}
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*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Additional_information_icons|anchor=Operating_system|display text=Operating system}}
 
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}}{{Section
 
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|sectionHeading=For more information
 
|sectionHeading=For more information
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|structuredtext=* Genesys Engage cloud: [https://docs.genesys.com/Documentation/PSAAS/Public/Agent/ADAltocloud Genesys Engage cloud Agent's Guide]
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|structuredtext=*Genesys Multicloud CX: [https://docs.genesys.com/Documentation/PSAAS/Public/Agent/ADPredictive_Engagement Genesys Multicloud CX Agent's Guide]
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* Genesys Engage on-premises: [https://docs.genesys.com/Documentation/IW/8.5.1/Help/AltocloudChatIneraction Altocloud Chat Interaction]
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*Genesys Engage on-premises: [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADPredictive_Engagement Predictive Engagement Chat Interaction]
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|fullwidth=No
 
 
|Status=No
 
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}}
 
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Latest revision as of 06:45, November 16, 2022

This topic is part of the manual Genesys Predictive Engagement Agent's Guide for version Current of Genesys Predictive Engagement.

Genesys Predictive Engagement presents customer journey information to agents.

Customer journey information in Genesys Multicloud CX

Agent's view of customer journey

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.

In Agent Workspace (Workspace Web Edition), customer journey information appears on the Journey tab. In Workspace Desktop Edition, customer journey information appears on the Altocloud tab. The information updates as you interact with the visitor.

  1. Visitor details
  2. Session details
  3. Session journey
  4. Searches performed
  5. Segments assigned
  6. Outcome scores
  7. Location and technology

Visitor details

Visitor details includes the visitor's name, current status, and the total number of times that the visitor viewed any of your tracked web pages during the current session. If Predictive Engagement cannot identify the visitor, "Unknown" appears in the Name box. If Predictive Engagement identifies the visitor later on, the visitor's name appears.

Session details

Predictive Engagement tracks visitor activity by session. When you view a visitor's summary, you see information for the current session. To see a different session, click it in the Sessions list box.

Session journey

The session journey map includes:

  • Pages that a visitor saw and the sequence in which the visitor saw them
  • Types of engagements that the visitor had with an agent or with Predictive Engagement while on a page, and when
  • Segments that the visitor matched, and when

To see details about a point on the map, click the icon.

Searches performed

Knowing what visitors searched for on your website prepares you to answer questions that they may have. Search information appears in two places.

  • To see what the visitor searched for at a specific point in the visitor's journey, in the journey map, click a search icon.
  • To view a list of all the terms that the visitor searched for during the session, look in the "Searches performed" section.

Segments assigned

A segment represents a group of visitors that have something in common. For example, a segment might include all visitors who use the same browser or are from the same geographic region. Segments appear in the order in which Predictive Engagement assigns them to the visitor.

Outcome scores

A solid green bar indicates that the visitor achieved the outcome. A bar with green and red indicates that the visitor has not yet achieved the outcome. The amount of green indicates approximately how close the visitor is to achieving the goal.

Location and technology

A visitor's location and technology information includes data on visitor's device, browser, and operating system that are represented with icons:

For more information

Retrieved from "https://all.docs.genesys.com/ATC/Current/AgentGuide/GenesysEngage (2025-07-31 22:44:31)"
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