Difference between revisions of "ATC/Current/AgentGuide/GenesysEngage"
From Genesys Documentation
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|TocName=Genesys Engage | |TocName=Genesys Engage | ||
| + | |Context={{MINTYDOCSPRODUCT}} presents customer journey information to agents. | ||
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|sectionHeading=Customer journey information in Genesys Engage | |sectionHeading=Customer journey information in Genesys Engage | ||
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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. | |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=In Agent Desktop (Workspace Web Edition), customer journey information appears on the '''Journey''' tab. | |structuredtext=In Agent Desktop (Workspace Web Edition), customer journey information appears on the '''Journey''' tab. | ||
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|structuredtext=In Workspace Desktop Edition, customer journey information appears on the '''Altocloud''' tab. | |structuredtext=In Workspace Desktop Edition, customer journey information appears on the '''Altocloud''' tab. | ||
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|sectionHeading=See detailed journey information | |sectionHeading=See detailed journey information | ||
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| − | |structuredtext=On the tab, you can access the following information, which | + | |structuredtext=On the tab, you can access the following information, which updates as you interact with the visitor: |
| − | * {{#mintydocs_link:topic=Customer journey}} | + | |
| − | * {{#mintydocs_link:topic=Matched segments}} | + | *{{#mintydocs_link:topic=Customer journey}} |
| − | * {{#mintydocs_link:topic=Outcome scores}} | + | *{{#mintydocs_link:topic=Matched segments}} |
| − | * {{#mintydocs_link:topic=Additional information}} | + | *{{#mintydocs_link:topic=Outcome scores}} |
| − | + | *{{#mintydocs_link:topic=Additional information}} | |
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|sectionHeading=Hide and show information | |sectionHeading=Hide and show information | ||
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|image=HideShow.png | |image=HideShow.png | ||
| − | + | |structuredtext=To streamline your view of customer information, click '''Hide'''. To see the information again, click '''Show'''. | |
| − | |structuredtext=To streamline your view of customer information, click '''Hide'''. | ||
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|Status=No | |Status=No | ||
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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] | + | |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] | + | *Genesys Engage on-premises: [https://docs.genesys.com/Documentation/IW/8.5.1/Help/AltocloudChatIneraction Altocloud Chat Interaction] |
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Revision as of 13:34, November 4, 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 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: Altocloud Chat Interaction
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