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= Enabling Altocloud Journey Analytics =
 
= Enabling Altocloud Journey Analytics =
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{{#ponycomment:Mwest|DO NOT PUBLISH THIS FOR ON PREM [https://all.docs.genesys.com/Solution/EngagePredictiveEngagement Integrating Genesys Predictive Engagement into Genesys Engage on-premises]}}
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[https://all.docs.genesys.com/ATC Genesys Altocloud for Agent Workspace] (Workspace Web Edition): Genesys Altocloud is a customer journey analytics platform that analyzes all kinds of customer journey behavior and data. It can be used to observe and analyze visitors on your digital properties, such as websites. Genesys Altocloud can predict what it will take for visitors to achieve a desirable business outcome, and then acts to offer the most appropriate and effective channel to assist them in completing their journey.
  
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* [https://all.docs.genesys.com/ATC/Current/WDEPlugin/About Genesys Altocloud for Workspace]: Genesys Altocloud is a customer journey analytics platform that analyzes all kinds of customer journey behavior and data. It can be used to observe and analyze visitors on your digital properties, such as websites. Genesys Altocloud can predict what it will take for visitors to achieve a desirable business outcome, and then acts to offer the most appropriate and effective channel to assist them in completing their journey.
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When an interaction that contains Altocloud identifiers is  received, the Altocloud module of Workspace adds a new view that contains the [https://all.docs.genesys.com/Draft:ATC/Current/AgentGuide/About Altocloud gadgets] to the Case Side View region.
  
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A Genesys Co-browse session lets an agent and a customer navigate the same web page at the same time. Unlike conventional screen sharing applications where one party sees an image of the other party's browser, in a Genesys Co-browse session the agent and the customer share the same instance of the web page. Upon joining a co-browse session, the agent will be in ''Pointer Mode'' and the agent can use their cursor to guide the customer through a webpage. An agent may also send a request to the customer to enable ''Write Mode''. In Write Mode, the agent may help the customer enter information and navigate their browser.
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Use the following privilege to enable Altocloud for an agent, agent group, or for the Workspace application:
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* {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-altocloud-can-use}}: Enables agents to view the '''Journey''' tab in the Case View Region, when a web chat interaction contains Altocloud identifiers in the user data field.
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Workspace supports the following functionality for Co-browse sessions:
 
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* Join a co-browse session
 
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* End a co-browse session
 
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* Send the customer a request to enable ''Write Mode'' in the co-browse session
 
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You can use the following options in the <tt>cobrowse</tt> section to configure [[Documentation:GC:Agent:Co-browse|Co-browse sessions]]:
 
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* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:cobrowse-url}}: URL of the Co-browse cluster, for example, http://[host]:[port]/cobrowse. Typically, this will be the load balancer's URL.
 
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* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:cobrowse-use-slave-logging}}: Enables browser logging in the iframe containing the Co-browse slave application.
 
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* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-cobrowse-can-use}}: If true, the agent is permitted to use Co-browse.
 
  
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Use the following configuration options to control the content displayed in the '''Journey''' tab:
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* {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:altocloud-api-url}}: Specifies the URL that is used to authenticate with Altocloud. This value is also parsed for any 'region' found in the url to specify which region to use in the 'Journey' IFrame.
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* {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:altocloud-ui-url}}: Specifies the IFrame URL that is rendered within the '''Journey''' tab of the Case Side View region. The default values <nowiki>https://app.genesys.cloud/journey/gadgets/v0/integration/wwe</nowiki>
  
 
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[[Category:V:HTCC:9.0.0DRAFT]]

Latest revision as of 15:29, July 29, 2022

Enabling Altocloud Journey Analytics

Genesys Altocloud for Agent Workspace (Workspace Web Edition): Genesys Altocloud is a customer journey analytics platform that analyzes all kinds of customer journey behavior and data. It can be used to observe and analyze visitors on your digital properties, such as websites. Genesys Altocloud can predict what it will take for visitors to achieve a desirable business outcome, and then acts to offer the most appropriate and effective channel to assist them in completing their journey.

When an interaction that contains Altocloud identifiers is received, the Altocloud module of Workspace adds a new view that contains the Altocloud gadgets to the Case Side View region.

Use the following privilege to enable Altocloud for an agent, agent group, or for the Workspace application:

  • No results: Enables agents to view the Journey tab in the Case View Region, when a web chat interaction contains Altocloud identifiers in the user data field.

Use the following configuration options to control the content displayed in the Journey tab:

  • No results: Specifies the URL that is used to authenticate with Altocloud. This value is also parsed for any 'region' found in the url to specify which region to use in the 'Journey' IFrame.
  • No results: Specifies the IFrame URL that is rendered within the Journey tab of the Case Side View region. The default values https://app.genesys.cloud/journey/gadgets/v0/integration/wwe
This page was last edited on July 29, 2022, at 15:29.
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