Visit journey map for agents

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This topic is part of the manual Altocloud Agent's Guide for version Current of Altocloud.

Learn to use a graphical representation of a user's path through your website. This will give you the full context of a user's questions and can help you better understand their needs. Skip to the 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 > Outcome > View (to see outcomes achieved and scores for a visit)
    • Journey > Segment > View (to see matched segments for a visit)
    • 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 the sequence in which the customer saw them
  • What types of engagement the customer had with an agent or with Altocloud while on a page
  • When the customer matched segments
To see URLs instead of page titles, click URL.

See point-in-time details

HoverDetails2.png Hover over an icon to see more information about what the customer did.

About the icons

Chat icons

Icon Tooltip Description
Chat offered.png Chat offered Altocloud offered a chat to the user.
Chat accepted.png
Chat accepted The user accepted the offer to chat.
Chat requested.png Chat requested The user requested a chat.
Chat rejected.png
Chat rejected The user rejected the offer to chat.
Chat timed out.png
Chat timed out The offer to chat timed out before the user responded.
Chat ignored.png
Chat ignored The 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 Altocloud presented a content offer to the user.
Content offer opened.png
Content offer accepted The user accepted the content offer.
Content offer closed.png
Content offer rejected The user rejected the content offer.
Content offer timed out.png
Content offer timed out The content offer timed out before the user responded.
Content offer ignored.png
Content offer ignored The user left the website before responding to the content offer.

Form-related icons

Icon Tooltip Description
Form submitted.png Form submitted The user submitted a form.
Form abandoned.png Form abandoned The user navigated away from a form before completing it.

Purchase-related icons

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

Journey shaping icons

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

Miscellaenous icons

Icon Tooltip Description
Page viewed.png
Page viewed The user viewed the page.
Search.png Searched The user searched for something on your site.
Default This icon is used for events that do not have an icon.
Error This icon appears when an error occurs.

Webhook icons

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