Altocloud Chat Interaction

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Genesys Engage cloud for Agents.

Important

Some Workspace Agent Desktop features are available only for Genesys Engage cloud users.

Genesys Altocloud presents customer website journey information for sales and service agents.

If you are set up to use Genesys Altocloud you will see the Journey tab on the right side of the Chat interaction window.

The Journey tab is displayed after a contact has been proactively offered a chat based on their web activity. Altocloud might have identified the contact as a potentially valuable customer or one who has become stuck somewhere on the website. This is determined by how your organization set up Altocloud Journey.

Use the Journey tab to view the details of a contact's visit to your company website before and after they initiated a web chat interaction.

The Genesys Altocloud Agent's Guide contains all the information that you, as an agent, need to understand and use the contents of the Journey tab.

Get Started

• Get started
• A visitor's experience
• About journey analytics in Genesys Engage (Agent Desktop)

Using the Journey tab

• Visitor details
• Visit details
• Customer journey map
• Segments assigned
• Outcome scores

For information about how to handle a chat interaction, go here.

What next?

• Asynchronous Chat
• Contacts
• Team Communicator
• Internal interactions
• Co-browse

Top 5 topics

1. Getting Started
2. Navigating Agent Desktop
3. Calls
4. Contacts
5. Contact and interaction history