About the agent experience in PureConnect

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

In PureConnect, Genesys Altocloud presents customer journey information on the Altocloud view.

The Altocloud view in PureConnect

If a visitor accepts an offer to chat from Genesys Predictive Engagement, you can display the customer's journey in the Interaction Connect Altocloud view when you pick up the interaction. On the Altocloud view, you can access the following information, which is updated as you interact with the visitor:

  • [[ATC/Current/AgentGuide/Visitor details|]]
  • [[ATC/Current/AgentGuide/Visit details|]]
  • [[ATC/Current/AgentGuide/Customer journey|]]
  • [[ATC/Current/AgentGuide/Matched segments|]]
  • [[ATC/Current/AgentGuide/Outcome scores|]]
  • [[ATC/Current/AgentGuide/Additional information|]]
Retrieved from "https://all.docs.genesys.com/ATC/Current/AgentGuide/PureConnect (2025-06-19 13:16:53)"
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