PEC-AD/Current/Agent/ADPredictive Engagement

Genesys Predictive Engagement displays a graphic representation of a contact's website journey, providing information and insight for sales and service agents.

Related documentation:

• How Agent Workspace works

Important

• Some Workspace Agent Desktop 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.

Get Started

• Get started
• A visitor's experience
• About journey analytics in Genesys Multicloud CX (Agent Desktop)

Using the Journey tab

• Visitor details
• Visit details
• Customer journey map
• Segments assigned
• Outcome scores

For information about how to handle a chat interaction, go here.

What next?

• Asynchronous Chat
• Contacts
• Team Communicator
• Internal interactions
• Co-browse

Top 5 topics

1. Getting Started
2. Navigating Agent Desktop
3. Calls
4. Contacts
5. Contact and interaction history