Journey map icons (Genesys Cloud)

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Feature coming soon!Learn about the icons that Genesys Cloud agents see when they review the customer journey map for a visitor.

About the icons

Each icon represents a type of activity that occurred during a particular session. The position of the icon on the journey map indicates when the visitor completed the activity.

Journey map icon descriptions:

Web chat icons


Icon Tooltip Description
Cjv-webchat-offered.png
Chat offered Genesys Predictive Engagement offered a web chat to the visitor.
Cjv-webchat-accept.png Chat offer accepted Visitor accepted the web chat offer.
Cjv-webchat-submitted.png Chat form completed Visitor completed the form to request a web chat.
Cjv-webchat-rejected.png Chat rejected Visitor rejected the web chat offer.
Cjv-webchat-timeout.png
Chat timed out Offer to chat timed out before the visitor responded.
Cjv-webchat-ignored.png
Chat ignored Visitor left the website before responding to the web chat offer.
Cjv-webchat-error.png
Chat error Web chat experienced an error.


Web messaging icons

Web messaging: Feature coming soon!
If you are a Genesys Cloud customer, your organization might be using the new web messaging feature instead of web chat.
Icon Tooltip Description
Cjv-webchat-offered.png
Web messaging offered Genesys Predictive Engagement offered web messaging to the visitor.
Cjv-webchat-accept.png Web messaging offer accepted Visitor accepted the web messaging offer.
Cjv-webchat-submitted.png Web messaging form completed Visitor completed the form to request web messaging.
Cjv-webchat-rejected.png Web messaging offer rejected Visitor rejected the web messaging offer.
Cjv-webchat-timeout.png
Web messaging offer timed out Web messaging offer timed out before the visitor responded.
Cjv-webchat-ignored.png
Web messaging offer ignored Visitor left the website before responding to the web messaging offer.
Cjv-webchat-error.png
Web messaging error Web messaging experienced an error.

Content offer icons


Icon Tooltip Description
Cjv-offer-offered.png
Content offer offered Genesys Predictive Engagement presented a content offer to the visitor.
Cjv-offer-opened.png
Content offer accepted Visitor accepted the content offer.
Cjv-offer-ignored.png
Content offer ignored Visitor left the website before responding to the content offer.

Form-related icons


Icon Tooltip Description
Cjv-form-submitted´╗┐.png Form submitted Visitor submitted a form.
Cjv-form-abandon´╗┐.png Form abandoned Visitor abandoned the form before completing it.

Journey shaping icons


Icon Tooltip Description
Cjv outcome-achieved.png
Outcome achieved Visitor achieved one of your outcomes.
Cjv-segment.png
Segment matched Visitor matched one of your segments. The color of the icon matches the color of the corresponding segment.

Miscellaneous icons


Icon Tooltip Description
Cjv-search.png Searched Visitor searched for something on your site.
Default Event.png
Default Default icon used when no other icon is applicable.

Custom event icons


Icon Tooltip Description
Cc-delivery.png
Delivery Delivery event occurred.
Cc-finance.invoice.png Invoice Invoice event occurred.
Cc-generic-application.png
Application Application-related event occurred.
Cc-policy-contract.png
Contract Contract event occurred.
Default Event.png
Default Event Default icon used for a custom event when no other icon is applicable.


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