Difference between revisions of "PEC-AD/Current/Agent/ADPredictive Engagement"
From Genesys Documentation
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{{Article | {{Article | ||
|Standalone=No | |Standalone=No | ||
| − | |DisplayName=Predictive Engagement Chat Interaction | + | |DisplayName=Genesys Predictive Engagement Chat Interaction |
| − | |TocName=Predictive Engagement | + | |TocName=Genesys Predictive Engagement |
|Context=Genesys Predictive Engagement displays a graphic representation of a contact's website journey, providing information and insight for sales and service agents. | |Context=Genesys Predictive Engagement displays a graphic representation of a contact's website journey, providing information and insight for sales and service agents. | ||
|ComingSoon=No | |ComingSoon=No | ||
|Platform=GenesysEngage-cloud | |Platform=GenesysEngage-cloud | ||
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|Section={{Section | |Section={{Section | ||
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|anchor=W | |anchor=W | ||
|alignment=Vertical | |alignment=Vertical | ||
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|structuredtext={{NoteFormat| | |structuredtext={{NoteFormat| | ||
* Some Workspace Agent Desktop features are available only for Genesys Engage cloud users. | * Some Workspace Agent Desktop features are available only for Genesys Engage cloud users. | ||
| − | * Predictive Engagement | + | * Genesys Predictive Engagement might look different in your environment. |
|1}} | |1}} | ||
If you are set up to use {{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide|display text=Genesys Predictive Engagement}} you will see the '''Journey''' tab on the right side of the Chat interaction window. | If you are set up to use {{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide|display text=Genesys Predictive Engagement}} you will see the '''Journey''' tab on the right side of the Chat interaction window. | ||
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[[File:GAPI_900_Predictive_Engagement_Journey_Tab.png|500px]] | [[File:GAPI_900_Predictive_Engagement_Journey_Tab.png|500px]] | ||
| − | The '''Journey''' tab is displayed after a contact has been proactively offered a {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=chat}} based on their web activity. Predictive | + | The '''Journey''' tab is displayed after a contact has been proactively offered a {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=chat}} based on their web activity. Genesys Predictive Engagementmight 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. | 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. | ||
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For information about how to handle a chat interaction, go {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=here}}. | For information about how to handle a chat interaction, go {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=here}}. | ||
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|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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|anchor=Whatnext | |anchor=Whatnext | ||
|alignment=Vertical | |alignment=Vertical | ||
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|structuredtext=*{{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Asynchronous Chat}} | |structuredtext=*{{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Asynchronous Chat}} | ||
*{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}} | *{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}} | ||
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*{{Link-SomewhereInThisManual|topic=ADintinter|anchor=top|display text=Internal interactions}} | *{{Link-SomewhereInThisManual|topic=ADintinter|anchor=top|display text=Internal interactions}} | ||
*{{Link-SomewhereInThisManual|topic=ADcobrow|anchor=top|display text=Co-browse}} | *{{Link-SomewhereInThisManual|topic=ADcobrow|anchor=top|display text=Co-browse}} | ||
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|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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|anchor=Top5topics | |anchor=Top5topics | ||
|alignment=Vertical | |alignment=Vertical | ||
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|structuredtext=#{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=Getting Started}} | |structuredtext=#{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=Getting Started}} | ||
#{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}} | #{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}} | ||
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#{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}} | #{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}} | ||
#{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=Contact and interaction history}} | #{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=Contact and interaction history}} | ||
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|Status=No | |Status=No | ||
}} | }} | ||
}} | }} | ||
Revision as of 11:37, January 7, 2021
This topic is part of the manual Agent Workspace Agent's Guide for version Current of Agent Workspace.
Genesys Predictive Engagement displays a graphic representation of a contact's website journey, providing information and insight for sales and service agents.
Related documentation:
Important
- Some Workspace Agent Desktop features are available only for Genesys Engage cloud users.
- Genesys Predictive Engagement might look different in your environment.
If you are set up to use Genesys Predictive Engagement you will see 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 Engagementmight 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
Using the Journey tab
For information about how to handle a chat interaction, go here.
What next?
Top 5 topics
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