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Visit journey map (admin view)

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In Live Now, learn to use a graphical representation of a user's path through your website. This information provides the full context of a user's questions and can help you understand their needs. For more information, see icon descriptions.


  • Configure the following permissions in Genesys Cloud:
    • Journey > Customer > View (to see information about existing customers)
    • Journey > Event > View (to see events on the customer journey map)
    • Journey > Visit > View (to see live tracking information about visitors who are currently on your website)

View a customer's journey


The visit journey map indicates:

  • Which pages a customer saw and in what order
  • What types of engagement the customer had with an agent or with Genesys Predictive Engagement while on a page
  • When the customer matched segments

To see URLs instead of page titles, click URL.

See point-in-time details


To see more information about what the customer did, rest your mouse on an icon .

About the icons

Chat icons

Icon Tooltip Description
Chat offered.png Chat offered Genesys Predictive Engagement offered a chat to the user.
Chat accepted.png
Chat accepted User accepted the offer to chat.
Chat requested.png Chat requested User requested a chat.
Chat rejected.png
Chat rejected User rejected the offer to chat.
Chat timed out.png
Chat timed out Offer to chat timed out before the user responded.
Chat ignored.png
Chat ignored User left the website before responding to the chat offer.

Content offer icons

Feature coming soon

Icon Tooltip Description
Content offer offered.png
Content offer offered Genesys Predictive Engagement presented a content offer to the user.
Content offer opened.png
Content offer accepted User accepted the content offer.
Content offer closed.png
Content offer rejected User rejected the content offer.
Content offer timed out.png
Content offer timed out Content offer timed out before the user responded.
Content offer ignored.png
Content offer ignored User left the website before responding to the content offer.

Form-related icons

Icon Tooltip Description
Form submitted.png Form submitted User submitted a form.
Form abandoned.png Form abandoned User abandoned the form before completing it.

Purchase-related icons

Icon Tooltip Description
Product added to cart.png
Product added to cart User added a product to their shopping cart.
Product removed from cart.png
Product removed from cart User removed a product from their shopping cart.
Checkout successful.png Checkout complete User completed the checkout transaction.

Journey shaping icons

Icon Tooltip Description
Outcome achieved.png
Outcome achieved User achieved one of your outcomes.
Segment matched.png
Segment matched User matched one of your segments.

Miscellaenous icons

Icon Tooltip Description
Page viewed.png
Page viewed User viewed the page.
Search.png Searched User searched for something on your site.
Default Default icon used when no other icon is applicable.
Error An error occurred.

Webhook icons

Feature coming soon
Icon Tooltip Description
Webhook offered.png
Webhook offered Webhook made a request to the Genesys Cloud integration.
Webhook accepted.png
Webhook accepted Webhook request connected with the third-party product's endpoint.
Webhook rejected.png
Webhook rejected Genesys Cloud rejected the webhook's request.

11/18: As per Eamonn, this section should remain hidden indefinitely.