Journey map icons (Genesys Cloud CX beta release)

Feature coming soon!Learn about the icons that appear on the customer journey map for Genesys Cloud CX beta customers.

About the icons

Each icon on the customer journey map represents a type of activity. The position of the icon on the journey map indicates the order in which the activity occurred and at what point in the journey.

Miscellaneous icons

Icon	Name	Description
	Default	Default icon used when no other icon is applicable.
	Searched	Visitor searched for something on your website.
	Page view	Visitor viewed a page on your website. Important It's possible for a web visit card to have multiple page titles with the same name. If the URL of a page changes, a new line will form on the web session card and the URL will update. We aren’t facilitating dynamic values within a page if a visitor reloads the page.

Call icons

Not available for beta - section will remain hidden.

Icon	Name	Description
	Abandoned	Customer abandoned the call.
	Inbound call	Agent received an inbound call.
	On hold	Agent placed the call on hold.
	Outbound call	Agent placed an outbound call.
	Transferred	Agent transferred the call.

Custom event icons

Not available for beta - section will remain hidden.

Icon	Name	Description
	Application	Application-related event occurred.
	Claim	Claim event occurred.
	Contract	Contract event occurred.
	Delivery	Delivery event occurred.
	Invoice	Invoice event occurred.

Form-related icons

Not available for beta - section will remain hidden.

Icon	Name	Description
	Form abandoned	Website visitor abandoned a form before completing it.
	Form submitted	Website visitor submitted a form.

Journey shaping icons

Not available for beta - section will remain hidden.

Icon	Name	Description
	Outcome achieved	Website visitor achieved a business outcome that an administrator defined.
	Segment matched	Website visitor matched a segment that an administrator defined. The icon color matches the corresponding segment color.

Web messaging icons

Not available for beta - section will remain hidden.

Icon	Name	Description
	Messaging offer accepted	Website visitor accepted the messaging offer.
	Messenger error	Messenger experience an error.
	Messaging form completed	Website visitor completed the form to request a messaging interaction.
	Messaging offer ignored	Website visitor left your website before responding to the messaging offer.
	Messaging interaction offered	Predictive engagement presented a messaging offer to the website visitor.
	Messaging offer rejected	Website visitor rejected the messaging offer.
	Messaging offer timed out	Messaging offer timed out before the website visitor responded.