Predictive Engagement (formerly Altocloud) View in Interaction Connect

Interaction Connect is the PureConnect browser-based application where agents handle customer interactions, such as calls, emails, and chats. Chats initiated by Predictive Engagement appear in the Interaction Connect Current Interaction view, just like PureConnect chats.

The customer journey map in Interaction Connect appears in a view that agents can add.

The customer journey map might, for example, provide information about the sequence of pages a visitor saw and the actions they took.

To add the view for Predictive Engagement in Interaction Connect, see Views and Dialog Boxes in the Interaction Connect help.

For a description of the elements that appear in the customer journey map, see Customer Journey in the Predictive Engagement documentation.