An agent's experience in PureConnect

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|]]

For more information

• Altocloud for PureConnect agents
• Altocloud integration landing page in the PureConnect Resource Center