Journey map icons

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Learn about the icons that could appear on the visitor journey map.

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 the order in which the activity occurred.

Following are the types of icons that could appear:

Web messaging icons

These icons are only available to Genesys Cloud CX customers who are participating in the beta release for identity stitching.

Icon Name Description
Cjv-webchat-accept.png Messaging offer accepted Website visitor accepted the messaging offer.
Cjv-webchat-error.png Messenger error Messenger experience an error.
Cjv-webchat-ignored.png Messaging offer ignored Website visitor left your website before responding to the messaging offer.
Cjv-webchat-offered.png Messaging interaction offered Predictive engagement presented a messaging offer to the website visitor.
Cjv-webchat-rejected.png Messaging offer rejected Website visitor rejected the messaging offer.

Web chat icons

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


Form-related icons


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

Journey shaping icons


Icon Tooltip Description
Cjv outcome-achieved.png
Outcome achieved User achieved one of your outcomes.
Cjv-segment.png
Segment matched User 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 User 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.


Call icons


Icon Name Description
CallAbandonedIcon.png Abandoned Customer abandoned the call.
InboundCallIcon2.png Inbound call Agent received an inbound call.
CallOnHoldIcon.png On hold Agent placed the call on hold.
OutboundCallIcon.png Outbound call Agent placed an outbound call.
CallTransferredIcon.png Transferred Agent transferred the call.
Retrieved from "https://all.docs.genesys.com/ATC/Current/AgentGuide/Map_icons (2023-12-07 04:40:59)"
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