Difference between revisions of "ATC/Current/AgentGuide/GenesysEngage"
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|structuredtext=*Genesys Engage cloud: [https://docs.genesys.com/Documentation/PSAAS/Public/Agent/ADPredictive_Engagement Genesys Engage cloud Agent's Guide] | |structuredtext=*Genesys Engage cloud: [https://docs.genesys.com/Documentation/PSAAS/Public/Agent/ADPredictive_Engagement Genesys Engage cloud Agent's Guide] | ||
| − | *Genesys Engage on-premises: [https://docs.genesys.com/Documentation/IW/8.5.1/Help/ | + | *Genesys Engage on-premises: [https://docs.genesys.com/Documentation/IW/8.5.1/Help/Chat_Interaction Predictive Engagement Chat Interaction] |
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Revision as of 15:32, May 5, 2021
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 updates 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. To see the information again, click Show.
For more information
- Genesys Engage cloud: Genesys Engage cloud Agent's Guide
- Genesys Engage on-premises: Predictive Engagement Chat Interaction
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