An agent's experience in PureConnect

Genesys Predictive Engagement presents customer journey information to agents.

The Genesys Predictive Engagement 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 Genesys Predictive Engagement view when you pick up the interaction. On the Genesys Predictive Engagement view, 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|]]

For more information

• Engagement.htm Genesys Predictive Engagement for PureConnect agents
• Genesys Predictive Engagement integration landing page in the PureConnect Resource Center