Genesys Documentation - User contributions [en]

ATC/Current/AdminGuide/Web tracking

2020-10-15T14:09:40Z

Harleyvibes: Published

{{Article
|Standalone=No
|DisplayName=Web tracking
|TocName=Web tracking
|Context=Configure how {{MINTYDOCSPRODUCT}} tracks your visitors as they move through your website.
|ComingSoon=No
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|Prereq='''Prerequisites'''

*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
**'''Journey '''>''' Settings''' > '''Edit''', or '''View'''
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Tracking_snippet|display text=Deploy the tracking snippet.}}
|Section={{Section
|sectionHeading=Configure web tracking
|anchor=ConfigureWebTracking
|alignment=Vertical
|structuredtext=#Click '''Admin'''.
#Under '''Altocloud''', click '''Web Tracking'''.
#Specify the [[#AllowedDomains|allowed domains]].{{NoteFormat|Initially, configure only the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_tracking|anchor=AllowedDomains|display text=allowed domains}}. Then use {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Live_Now}} to verify that {{MINTYDOCSPRODUCT}} is tracking events. After basic tracking works, configure the rest of the web tracking settings.|2}}
#Specify any {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_tracking|anchor=ExcludeIPAddressesses|display text=excluded IP addresses}}.
#Specify the [[#ShortIDLength|short ID length]].
#Specify any [[#ExcludeURLQueryParameters|URL query parameters]] that {{MINTYDOCSPRODUCT}} should ignore.
#Indicate whether {{MINTYDOCSPRODUCT}} should [[#KeepURLFrag|keep URL fragments]].
#Specify any [[#SiteSearchSettings|site search settings]].
#Click '''Save.'''
|Status=No
}}{{Section
|sectionHeading=Allowed domains
|anchor=AllowedDomains
|alignment=Vertical
|structuredtext=Identify the website domains that you want to accept web traffic from.

{{NoteFormat|
* Include only domain and sub-domain labels. Do not include additional /paths after the domain.
* {{MINTYDOCSPRODUCT}} validates your domain entries and, if any are incorrect, displays an error message.
* '''NEW:''' This list of allowed domains should match the {{Link-Standalone|topic=ATC/GPEandWidgets|anchor=Genesys CloudNotes|display text=list of allowed domains for the widget}}.|}}

#Under '''Allowed Domains''', click '''Add first domain'''.
#Type the domain to track.
#To add another domain, click '''Add more'''. 
|Status=No
}}{{Section
|sectionHeading=Exclude IP addresses
|anchor=ExcludeIPAddressesses
|alignment=Horizontal
|Media=GIF
|image=ExIP1.gif
|structuredtext=You can designate IP addresses for which {{MINTYDOCSPRODUCT}} should not generate web events. For example, when you don't want to track visits from internal users.

{{NoteFormat|
* This feature works in addition to whatever blocking your corporate IT department does to block external traffic from competitors, robo-spammers, and so on.
*You can add up to 10 IP filters.
* If you are not sure what IP addresses to exclude, check with your network administrator and watch incoming traffic on your website logs.
* IP filtering works only when Altocloud processes web beacons. Therefore, you cannot use this setting to block {{MINTYDOCSPRODUCT}}'s tracking of custom events.|}}

To block an IP address:

#Click '''Add IP address'''.
#In the '''Enter an IP filter''' box, type either a single IP address or use CIDR notation to specify a range of IP addresses.
#*{{MINTYDOCSPRODUCT}} supports both IPv4 and IPv6 protocols. For IPv6, {{MINTYDOCSPRODUCT}} supports both the shorthand and expanded version.
#*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_tracking|anchor=IPexamples|display text=IP examples}}
#In the adjacent box, type a recognizable name for the IP address.
#Click the check mark.

{{NoteFormat|To see the implied CIDR range of the IP address that you provided, rest your mouse on it.|2}}
|Status=No
}}{{Section
|sectionHeading=IP examples
|anchor=IPexamples
|alignment=Vertical
|structuredtext====Valid IP addresses (IPv4)===
Valid IPv4 CIDR input follows the format: <A valid IPv4 address>/<A number from 0-32>.
{{{!}} class="wikitable"
{{!}}-
!Good examples
!Bad examples
{{!}}-
{{!}}
*10.10.10.10/8
*10.10.10.10/16
*10.10.10.10/24
*10.10.10.10/32
{{!}}
*10.10.10.10/33 (the max for IPv4 is /32)
*10.10.10.10/-1 (cannot be a negative number)
*10.10.10.10/.10 (must be a whole number)
*10.10.10.10/& (no special characters allowed)
*10.10.10.10/8/16 (only 1 slash allowed)
{{!}}}

===Valid IP addresses (IPv6)===
Valid IPv6 CIDR input follows the format: <A valid IPv6 address>/<A number from 0-128>.
{{{!}} class="wikitable"
{{!}}-
!Good examples
!Bad examples
{{!}}-
{{!}}
* ::1/32
* ::1/64
* ::1/128
{{!}}
* ::1/129 (the max for IPv6 is /128)
* ::1/-1 (cannot be a negative number)
* ::1/.10 (must be a whole number)
* ::1/& (no special characters allowed)
* ::1/128/64 (only 1 slash allowed)
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Short ID length
|anchor=ShortIDLength
|alignment=Vertical
|structuredtext={{MINTYDOCSPRODUCT}} assigns each visit a unique number based on a lengthy, automatically-generated ID. In the Short ID box, specify the number of digits for {{MINTYDOCSPRODUCT}} to use for each visit ID.

Choose a short ID length that is long enough to be unique among all visitors that are active on your website currently. The more traffic your site gets, the longer your short ID should be. For example, if you always have less than 10,000 visitors at any time, a short ID length of 4 will suffice. If you could have more than 100,000 visitors at any one time, choose a short ID length of 6.

{{NoteFormat|You can increase the length of the short ID at any time. Your changes take effect immediately. |1}}
|Status=No
}}{{Section
|sectionHeading=Exclude URL query parameters
|anchor=ExcludeURLQueryParameters
|alignment=Vertical
|structuredtext=Specify any URL Query Parameters for {{MintyDocsProduct}} to ignore. URL query parameters appear near the end of URLs. They can lead to overly-specific tracking data. They also have the potential to expose personally identifiable information, which violates GDPR.
|Status=No
}}{{Section
|sectionHeading=Keep URL fragments
|anchor=KeepURLFrag
|alignment=Vertical
|structuredtext=You can configure whether {{MINTYDOCSPRODUCT}} uses URL fragments to identify web pages.

URL fragments appear after a URL. For example, in <tt>"altocloud.com#pagename"</tt>, <tt>#pagename</tt> is a URL fragment.

While URL fragments can identify specific webpages, they also have the potential to expose personally identifiable information, which violates GDPR. They can also result in an excess amount of tracking data.

{{NoteFormat|Unless you want to track the URL fragments, do not enable this option.}}
|Status=No
}}{{Section
|sectionHeading=Site search settings
|anchor=SiteSearchSettings
|alignment=Horizontal
|Media=Video
|image=397266176
|structuredtext=Each time a user searches your site, the URL for your webpage changes. Since Altocloud tracks URL changes, the information about each user's specific searches can appear as part of the customer's journey data. You can see this information in {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Live_Now}} under {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Searches_performed|display text=Searches performed}}. Your agents have a similar view.

To configure, in the '''Site search settings''' box type the URL parameter for search terms on your website. For example, suppose that when a customer searches for "Sale," the string, “?term=Sale#search” appends to the end of your URL. In this case, type '''term''' in the '''Site search settings''' box.{{NoteFormat|If you do not know your URL parameter for search terms, try searching for something on your website. Then note what appears when the URL changes.|2}}

 
|Status=No
}}
}}

ATC/Current/AdminGuide/Web sessions

2020-10-15T13:54:48Z

Harleyvibes: Published

{{Article
|Standalone=No
|DisplayName=Web sessions
|TocName=Web sessions
|Context=Learn how to capture information about customer activity on your website and present it to agents.
|Dimension=Session Library
|ComingSoon=Yes
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|Prereq='''Prerequisites'''

*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
**In order to see custom sessions and custom events, agents must be assigned specific {{Link-AnywhereElse|product=ATC|version=Current|manual=AgentGuide|topic=GPE_Customer_journey|display text=permissions}}.

*{{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Get_started|display text=Deploy the {{MINTYDOCSPRODUCT}} tracking snippet.}}
|Section={{Section
|sectionHeading=Overview
|anchor=WSOverview
|alignment=Vertical
|structuredtext=When you {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_tracking|display text=track your website with {{MINTYDOCSPRODUCT}}}}, we capture the history of web interactions. This history includes all the times and ways that customers visited and interacted with your website.

Each time a customer arrives on your website, a new web session begins. The web session ends when a user is inactive for 20 minutes or longer.
|Status=No
}}{{Section
|sectionHeading=How we verify contacts on your website
|anchor=VerifyContacts
|alignment=Vertical
|structuredtext=When a customer comes to your website, we attempt to verify their identity using their cookie. If no cookie is available, we attempt to verify their identity with identifiers that we collect from the web, such as phone or email.{{NoteFormat|Successful verification requires a phone number in E164 format.

We do not create contacts from a cookies.

We do add cookies to existing Genesys Cloud [https://help.mypurecloud.com/articles/about-external-contacts/ external contacts].|}}

If you use the {{Link-SomewhereInThisVersion|manual=SDK|topic=Get_started|display text=Journey JavaScript SDK}} to capture a customer's personal data while they are on your website, it's possible for us to identify the customer. For example, you can use <code>{{Link-SomewhereInThisVersion|manual=SDK|topic=Identify|display text=ac 'identify'}}</code> and {{Link-SomewhereInThisVersion|manual=SDK|topic=Traits_mapper|display text=map traits to link customer records}}.

If we are unable to verify that the customer has a corresponding customer record, the customer's name appears as "Unknown" in the session card.
|Status=No
}}{{Section
|sectionHeading=Web session type
|anchor=WebSessionType
|alignment=Vertical
|structuredtext=We assign each web session the predefined <code>web</code> session type. You cannot change this type.
|Status=No
}}{{Section
|sectionHeading=Web events
|anchor=WebSessionEvents
|alignment=Vertical
|structuredtext=As a user navigates your website, {{MintyDocsProduct}} collects the following data about the user's activity during a web session. Agents can view this information in the web session card. You can use this data to create {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_segments|display text=segments}}, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_outcomes|display text=outcomes}}, and {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_action_maps|display text=action maps}} that orchestra future customer journeys:

*{{Link-SomewhereInThisVersion|manual=SDK|topic=Pageview|display text=Page views}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions|anchor=TrackMoreEvents|display text=Custom web events}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_tracking|anchor=SiteSearchSettings|display text=Searches}}

For more information about tracking limits, see {{Link-Standalone|topic=ATC/Limits}}. For more information about web event tracking for billing purposes, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Usage}}.
|Status=No
}}{{Section
|sectionHeading=Custom web events
|anchor=TrackMoreEvents
|alignment=Horizontal
|Media=Image
|image=acrecordexample.png
|structuredtext=You can use the {{Link-SomewhereInThisVersion|manual=SDK|topic=Record|display text=ac('record') method}} in the Journey JavaScript SDK to track custom web events.

For example:

*Button clicks (for example, add to cart, submit a form)
*Check out
*Play video
*In-page messaging (for example, wrong password, form errors)

For these custom web events, you can track {{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Record|anchor=customAttributes|display text=custom attributes}}. For example, suppose we track the following web event using <code>ac('record')</code>.<syntaxhighlight lang="javascript">
ac('record', 'form_submitted', { 'formName': 'Loan Application', 'type': 'First Time Buyer' }, () => {});
</syntaxhighlight>When an agent rests their mouse on the event's icon on the customer journey map, the custom attributes and their corresponding values appear in the tooltip.

Button clicks (for example, add to cart, submit a form), checkout, play video In page messaging; wrong password, form errors

Button clicks (for example, add to cart, submit a form), checkout, play video In page messaging; wrong password, form errors
|Status=No
}}{{Section
|sectionHeading=Web session cards
|anchor=WebSessionCards
|alignment=Horizontal
|structuredtext=Agents see a separate session card for each web session. The session card includes:

*Title
*Icon
*Duration
*Current page
*Session information
*Journey map
*Searches performed
*Segments matched during the session
*Outcomes achieved during the session
|Status=No
}}{{Section
|sectionHeading=Configure web session cards
|anchor=CustomizeWebEvent
|alignment=Horizontal
|Media=Image
|image=WebSessionCard.png
|structuredtext=You can configure the appearance of the web session cards:

*Name that appears as the title on all web session cards (Ex: "Web Visit")
*Appearance of attributes that appear in the tooltip

For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Event_types|anchor=MakeItMeaningful|display text=Make event information meaningful to agents}}.
|Status=No
}}
}}

ATC/Current/AdminGuide/Visitor Activity

2020-10-15T13:44:28Z

Harleyvibes: Published

{{Article
|Standalone=No
|DisplayName=Visitor Activity
|TocName=Visitor Activity
|Context=Learn how to view usage data for your website.
|ComingSoon=No
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|Prereq='''Prerequisites'''

*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
**'''Journey '''>''' Report''' > '''View'''
|Section={{Section
|sectionHeading=About the Visitor Activity report
|anchor=AboutVisitorActivity
|alignment=Vertical
|structuredtext=The Visitor Activity report shows the number of visitors on your website during a given time period. It allows you to track usage trends and to see the number of visitors at specific times. You can filter results by segments and outcomes. For more information about the availability of data in this report, see {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Analytics_data|display text=About analytics data}}.
|Status=No
}}{{Section
|sectionHeading=View the Visitor Activity report
|alignment=Horizontal
|Media=Image
|image=VisitorActivityPEPC.png
|structuredtext=#Click '''Admin'''.
#Under '''Altocloud''', click '''Visitor Activity Report'''.
|Status=No
}}{{Section
|sectionHeading=Configure the Visitor Activity report
|anchor=ConfigureReportPeriod
|alignment=Horizontal
|Media=Image
|image=VisitorActivityConfigPEPC.png
|structuredtext=#To select the time period for the report, click the '''Start''' and '''End''' boxes.
#To indicate whether you want to see hourly or daily results, click the '''Granularity''' option. For more information, see {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Analytics_data#Granularity|display text=Granularity.}}
#{{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Visitor_Activity#FilterSegmentsOutcomes|display text=Filter }} by segments and/or outcomes.
|Status=No
}}{{Section
|sectionHeading=Filter by segments and outcomes
|anchor=FilterSegmentsOutcomes
|alignment=Horizontal
|Media=Image
|image=FilterSegmentsOutcomes.png
|structuredtext=You can filter by any combination of segments and outcomes. You can select up to 5 segments and 5 outcomes.

#Click '''Filters'''.
#Expand the '''Segments''' and '''Outcomes''' lists.
#Search for segments and outcomes by their names.
#To select an item, select its checkbox.
#To remove an item, click its X.
{{NoteFormat|You can select {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#Activate|display text=active segments}} that {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#DisplayAgents|display text=display to agents.}}|}}
|Status=No
}}{{Section
|sectionHeading=Filter by device category
|anchor=FilterDeviceCategory
|alignment=Horizontal
|Media=Image
|image=VisitorActFilterDeviceCat.png
|structuredtext=Device categories include Desktop, Mobile, Tablet and Other.

#Click '''Filters'''.
#Under '''Visit Parameters''' in the '''Select parameter''' list, click '''Device.'''
#In the '''Select sub-type''' list, click '''Category'''.
#In the '''Select value''' box, do one of the following:
#*Click the category you want to filter by.
#*If you don't see the category you want, click '''Other'''.
|Status=No
}}{{Section
|sectionHeading=Filter by device type
|anchor=FilterDeviceType
|alignment=Horizontal
|Media=Image
|image=VisitorActFilterDeviceType.png
|structuredtext=#Click '''Filters'''.
#Under '''Visit Parameters''' in the '''Select parameter''' list, click '''Device.'''
#In the '''Select sub-type''' list, click '''Type'''.
#In the '''Select value''' list, do one of the following:
#*If the device type that you want is in the list, click it.
#*To search for the device type, type the first few letters of its name (not case-sensitive) and then click it.
#*To specify a device type not in the list, click '''Other''' and then, in the '''Enter value''' box, type the device type (case-sensitive). For examples of device types, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=AttributesVisitor#VisitorAttributeTypes|display text=Types of visitor attributes}}.
#Click '''Filter'''.
|Status=No
}}{{Section
|sectionHeading=See details
|alignment=Horizontal
|Media=Image
|image=VisitorActDetailsPEPC.png
|structuredtext=To see details, rest your mouse on a point on the report.
|Status=No
}}{{Section
|sectionHeading=Export the Visitor Activity report
|alignment=Horizontal
|Media=Image
|image=VisitorActivityExport.png
|structuredtext=You can export a CSV (comma-separate value) file that contains the details of the Visitor Activity report.

#{{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Visitor_Activity#ConfigureReportPeriod|display text=Configure the report}} so that it displays the data that you want.
#Click the report's menu.
#Click '''Download CSV'''.
#The system downloads the report to your local Downloads folder.

===About time values in exported reports===
When you export a Visitor Activity report, the name of the exported file includes from- and to- timestamps in the standard ISO-8601 format (mmhhddmmyyyy).

If you import the CSV file into Excel, use the following formula to convert the ISO-8601 time formatted-cell to the Date type:

'''=DATEVALUE(MID(A1,1,10))+TIMEVALUE(MID(A1,12,8))"'''

(A1 represents the cell location of the first ISO-8601 time formatted cell in the Excel worksheet.)
|Status=No
}}
}}

ATC/Current/AdminGuide/Content offers

2020-10-15T13:33:10Z

Harleyvibes: Published

{{Article
|Standalone=No
|DisplayName=Build content offers
|TocName=Build
|Context=A content offer is a type of Altocloud action that triggers on a website when a user's behavior or segment matches to the criteria defined in an action map.
|ComingSoon=No
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|Prereq='''Prerequisites'''

*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
**'''Journey '''>''' Action Map '''>''' Add ''', '''Delete''', '''Edit''', and '''View''' (to create action maps)
**'''Journey''' > '''Action Template''' > '''Add, Delete, Edit, and View''' (to configure content offers)
**'''Uploads''' > '''publicAsset''' > '''upload''' (to upload images for content offers)
|Section={{Section
|sectionHeading=Create the content offer
|anchor=CreateOffer
|alignment=Horizontal
|Media=Video
|image=385526538
|structuredtext=You create the content offer in the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_library}}.

To create a content offer action:

#Go to '''Admin > Altocloud > Action Library'''.
#Click the '''Content offer''' tab.
#Click '''Create'''.
#On the '''Create Content Offer''' page, give the content offer a descriptive and meaningful name and description (for example, Spring Break Getaway Offer 2019).
#Define the content and design of your content offer, as described in the tables that follow.

After you create the content offer, it appears in the Content Offer section of the Action Library.
|Status=No
}}{{Section
|sectionHeading=Define the verbiage and visual styling
|anchor=COVerbiage
|alignment=Horizontal
|Media=Image
|image=ATC ContentOffer PreviewOffer.png
|structuredtext=Use the '''Content''' and '''Style''' tabs to define all elements of a content offer. To preview the content offer, click '''Refresh'''.
|Status=No
}}{{Section
|sectionHeading=Content options
|anchor=ContentOptions
|alignment=Vertical
|structuredtext= 
{{{!}} class="wikitable"
{{!}}-
{{!}}{{!}}'''Option'''
{{!}}{{!}}'''Description '''
{{!}}-
{{!}}{{!}}'''Layout'''
{{!}}{{!}}Layout of the text and image within the content offer:

*Image only
*Text only
*Left text - text is on the left; image is on the right.
*Right text - image is on the left; text is on the right.
*Top text - text is on the top; image is on the bottom.
*Bottom text - image is on the top; text is on the bottom.
{{!}}-
{{!}}{{!}}'''Heading'''
{{!}}{{!}}Prominent headline text. Example: Exclusive offer just for you!
{{!}}-
{{!}}{{!}}'''Subheading'''
{{!}}{{!}}Secondary text to accompany the main heading. Example: Book now and get 10% off.
{{!}}-
{{!}}{{!}}'''Body'''
{{!}}{{!}}Description of the offer. Example: Book now and add discount code 123456 at the checkout to save 10%.
{{!}}-
{{!}}{{!}}'''Image'''
{{!}}{{!}}URL that contains the image to display in the offer. Example: <nowiki>https://images.com/myimage/</nowiki>

*Supported image types: JPEG, BMP, JPG, PNG (supported by HTML image tag)
*Optimal image dimensions are 400px x 400px.
{{!}}-
{{!}}{{!}}'''Button text'''
{{!}}{{!}}Short string to display inside the call-to-action button. Example: Book Now.
{{!}}-
{{!}}{{!}}'''Destination URL'''
{{!}}{{!}}{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Content_offers|anchor=COImage|display text=Select your image}}.
{{!}}-
{{!}}{{!}}'''Open link in'''
{{!}}{{!}}Destination URL, either in the current window or in a new tab or window.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Style options
|anchor=StyleOptions
|alignment=Vertical
|structuredtext= 
{{{!}} class="wikitable"
{{!}}-
{{!}}{{!}}'''Option'''
{{!}}{{!}}'''Description '''
{{!}}-
{{!}}{{!}}'''Type'''
{{!}}{{!}}Controls where the content offer appears on a webpage and whether the user can interact with other web page elements while the content offer is onscreen.

*'''Modal''' - Content offer covers all other webpage content. Users ''cannot'' interact with other webpage elements onscreen. If the user clicks outside of the content offer window, the content offer window closes.
*'''Overlay (Non-modal)''' - Content offer covers all other webpage content, but users ''can'' interact with other webpage elements while the content offers is onscreen.
*'''Toast (Non-modal)''' - Content offer displays in a small notification window that does not obscure other webpage content. Users ''can'' interact with other webpage elements onscreen.
{{!}}-
{{!}}{{!}}'''Background Color'''
{{!}}{{!}}Content offer's background color. 
{{!}}-
{{!}}{{!}}'''Offer text'''
{{!}}{{!}}Style options for the heading, subheading, body, and call-to-action button:

*Font - By default, Genesys Widgets uses the Google font 'Roboto.' You can change the font or disable the Google font download. For more information, see [https://all.docs.genesys.com/WID/Current/Developer/GWCCustomize Customize appearance].
*Font size
*Text color
*Text alignment (*not available for call-to-action button)
{{!}}-
{{!}}{{!}}'''CTA Button color'''
{{!}}{{!}}Call-to-action button color. 
{{!}}-
{{!}}{{!}}'''Close Button'''
{{!}}{{!}}Opacity and color of the Close (X) button that appears in the top right corner of the content.
{{!}}-
{{!}}'''Position'''
{{!}}Onscreen positioning of the content.
{{!}}-
{{!}}{{!}}'''Padding'''
{{!}}{{!}}Padding either in pixels or as a percentage.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Select an image
|anchor=COImage
|alignment=Vertical
|structuredtext=To add a custom image to your content offer, you can either upload it to {{MINTYDOCSPRODUCT}} or point its URL.

{{NoteFormat|To upload images for content offers, you must have the '''Uploads''' > '''publicAsset''' > '''upload''' permission.|}}

===Point to a URL===
Provide a complete, valid URL for the image to display in the content offer. {{NoteFormat|You must specify a complete URL address, including the protocol. For example: https://www.genesys.com|}}

===Upload a file===
To upload a file, drag and drop it onto the upload area, or browse to the file and select it.

You can upload an image in any of the following formats.
{{{!}} class="wikitable"
{{!}}+
!Extension
!Name
!MIME type
{{!}}-
{{!}}APNG
{{!}}Animated Portable Network Graphics
{{!}}image/apng
{{!}}-
{{!}}BMP
{{!}}Bitmap file
{{!}}image/bmp
{{!}}-
{{!}}GIF
{{!}}Graphics Interchange Format
{{!}}image/gif
{{!}}-
{{!}}ICO or CUR
{{!}}Microsoft Icon
{{!}}image/x-icon
{{!}}-
{{!}}JPG or JPEG
{{!}}Joint Photographic Expert Group image
{{!}}image/jpeg
{{!}}-
{{!}}PNG
{{!}}Portable Network Graphics
{{!}}image/png
{{!}}-
{{!}}SVG
{{!}}Scalable Vector Graphics
{{!}}image/svg+xml
{{!}}-
{{!}}WEBP
{{!}}Web Picture format
{{!}}image/webp
{{!}}}

The maximum file size per uploaded image is 512 KB.
|Status=No
}}{{Section
|sectionHeading=Publish the content offer
|anchor=PublishOffer
|alignment=Horizontal
|Media=Image
|image=ATC_ContentOffer_Publish.png
|structuredtext=After creating the content offer, save and publish it and make it available for an action map to use.{{NoteFormat|You can't edit an action after you publish it. So, if you're not ready to publish the content offer, save it as a draft. Then, you can publish it when you're ready.|}}For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_library|anchor=Save|display text=Save an action: draft or publish}}.
|Status=No
}}{{Section
|sectionHeading=Link the content offer to an action map
|anchor=LinkOffer
|alignment=Horizontal
|Media=Image
|image=ATC_ContentOffer_Link.png
|structuredtext=After you publish a content offer, link it to an action map so that your users can see it. The action map defines the conditions that trigger the content offer. You can either create an action map or use an existing one. Then, configure the following within the action map:

#In the '''Select action''' field, click '''Configure'''.
#Select '''Content offer'''.
#Click '''Next'''.
#On the Select content offer page, select the content offer.
#Click '''Next'''.
#On the Action summary page, review the details of your content offer, including the following:
##Activation time - Immediately, Upon return to site, or Delay.
##Time range - the start and end date of the content offer.

For more information about these options, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_actions_and_action_maps|anchor=ConfigOrg|display text=Overview of actions}}. For more information about action maps, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_action_maps|display text=About action maps}} 
|Status=No
}}{{Section
|sectionHeading=Manage a content offer
|alignment=Horizontal
|Media=Image
|image=StatusChange.png
|structuredtext=You can manage content offers in the following ways:

*[[Draft:ATC/Current/AdminGuide/Action library#EditAction|Edit]]
*[[Draft:ATC/Current/AdminGuide/Action library#ActionArchive|Archive]]
*[[Draft:ATC/Current/AdminGuide/Action library#ActionDuplicate|Duplicate]]
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_library|anchor=ActionStatuses|display text=Change its status}}
|Status=No
}}
}}

ATC/Current/AdminGuide/Action Map Performance

2020-10-15T13:11:46Z

Harleyvibes: Published

{{Article
|Standalone=No
|DisplayName=Action Map Performance
|TocName=Action Map Performance
|Context=Learn how to see when and how users interact with a specific action map.
|ComingSoon=No
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|Prereq='''Prerequisites'''

*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
**'''Journey '''> ''' Report''' > '''View'''
**'''Journey '''>''' Action Map '''> '''View''' (to see action maps in the report)
|Section={{Section
|sectionHeading=About the Action Map Performance reports
|alignment=Horizontal
|Media=Image
|image=ActionMapPerfPEPC.png
|structuredtext=The Action Map Performance reports display metrics about the effectiveness of your action maps. For example, you see details such as when the action map triggered and how customers responded to its engagement offer. For more information about the specific metrics available, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance#AMPRmetrics|display text=Action Map Performance report metrics}}.

For more information about the availability of the data in this report, see {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Analytics_data|display text=About analytics data}}.
|Status=No
}}{{Section
|sectionHeading=View Action Map Performance reports
|alignment=Horizontal
|Media=Image
|image=ActionMapCardsPEPC.png
|structuredtext=#Click '''Admin'''.
#Under '''Altocloud''', click '''Action Map Report'''.
#A card appears for each action map. Card details indicate:
#*What triggers the action map: a segment or an event
#*Whether the action map is active
#To see the performance report for an action map, click its card.
|Status=No
}}{{Section
|sectionHeading=Configure the Action Map Performance report
|anchor=ConfigureReport
|alignment=Horizontal
|Media=Image
|image=ActionMapPerfConfigPEPC.png
|structuredtext=#To select the time period for the report, click the '''Start''' and '''End''' boxes.
#To indicate whether you want to see hourly or daily results, select the '''Granularity''' option. For more information, see {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Analytics_data#Granularity|display text=Granularity.}}
#To turn on or off a metric, click its name.
|Status=No
}}{{Section
|sectionHeading=Export the Action Map Performance report
|alignment=Horizontal
|Media=Image
|image=AMPExport.png
|structuredtext=You can export a CSV (comma-separate value) file that contains the details of the Action Map Performance report.

#{{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Action_Map_Performance#ConfigureReport|display text=Configure the report}} so that it displays the data that you want.
#Click the report's menu.
#Click '''Download CSV'''.
#The system downloads the report to your local Downloads folder.

===About time values in exported reports===
When you export a Visitor Activity report, the name of the exported file includes from- and to- timestamps in the standard ISO-8601 format (mmhhddmmyyyy).

If you import the CSV file into Excel, use the following formula to convert the ISO-8601 time formatted-cell to the Date type:

'''=DATEVALUE(MID(A1,1,10))+TIMEVALUE(MID(A1,12,8))"'''

(A1 represents the cell location of the first ISO-8601 time formatted cell in the Excel worksheet.)
|Status=No
}}{{Section
|sectionHeading=Action Map Performance report metrics
|anchor=AMPRmetrics
|alignment=Vertical
|structuredtext=The Action Map Performance report displays metrics for the time period that you select.
{{{!}} class="wikitable"
{{!}}-
{{!}}'''Metric'''
{{!}}'''Web chats'''
{{!}}'''Webhooks'''
{{!}}'''Content offers'''
{{!}}'''Architect flow actions'''
{{!}}-
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Qualified'''
{{!}}x
{{!}}x
{{!}}x
{{!}}x
{{!}}-
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Offered'''
{{!}}x
{{!}}x
{{!}}x
{{!}}x
{{!}}-
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Accepted'''
{{!}}x
{{!}}x
{{!}}x
{{!}}
{{!}}-
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Started'''
{{!}}x
{{!}}
{{!}}
{{!}}
{{!}}-
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Engaged'''
{{!}}x
{{!}}x
{{!}}
{{!}}
{{!}}-
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Rejected'''
{{!}}x
{{!}}x
{{!}}x
{{!}}x
{{!}}-
{{!}} style="width: 245.047px;" data-mce-style="width: 245.047px;"{{!}}'''Web Actions Errored'''
{{!}}x
{{!}}x
{{!}}x
{{!}}x
{{!}}-
{{!}}'''Web Actions Timed Out'''
{{!}}
{{!}}x
{{!}}
{{!}}
{{!}}-
{{!}}'''Web Actions Abandoned'''
{{!}}x
{{!}}
{{!}}
{{!}}
{{!}}-
{{!}}'''Web Actions Outside Schedule'''
{{!}}x
{{!}}
{{!}}
{{!}}
{{!}}} For more information about the metric definitions, click the action type:

*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|anchor=WCMonitor|display text=Web chats}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Monitor_webhooks|display text=Webhooks}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Content_offers|anchor=COMonitor|display text=Content offers}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=MonitorArchFlows|display text=Architect flows}}
|Status=No
}}{{Section
|sectionHeading=See details
|alignment=Horizontal
|Media=Image
|image=ActionMapPerfDetailsPEPC.png
|structuredtext=#To see details, rest your mouse on a point on the report.
|Status=No
}}
}}

ATC/Current/AdminGuide/Apply

2020-10-15T12:17:44Z

Harleyvibes: Published

{{Article
|Standalone=No
|DisplayName=Apply an action map to specific webpages
|TocName=Apply to pages
|Context=Learn how to specify the webpages where an action map triggers.
|ComingSoon=No
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|Prereq='''Prerequisites'''

*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
**'''Journey '''>''' Action Map '''>''' Add''', '''Delete''', '''Edit''', and '''View''' (to create action maps)
**'''Journey '''>''' Action Target '''> '''View''' (to select a team to handle interactions from the action map)
*{{#mintydocs_link:topic=Segments|anchor=CreateSegment|link text=Create segments}}.
*{{#mintydocs_link:topic=Outcomes|anchor=CreateOutcome|link text=Create outcomes}}.
|Section={{Section
|sectionHeading=Apply an action map to webpages
|alignment=Horizontal
|Media=Image
|image=PageChecker1.png
|structuredtext=When you {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps|anchor=Create|display text=create an action map}} that uses a {{GlossaryTooltip|term=web action}}, build an expression that determines on which webpages the action map should or should not trigger:

#Under '''Apply to selected pages''', click '''Add page'''.
#In the '''Show this action map if the page URL''' list, select the appropriate {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply|anchor=URLConditionsOperators|display text=operator}}.
#In the '''some path or keyword''' box, type the appropriate value (as needed by the operator you selected).
#Do one of the following:
#*To add an OR condition, next to the '''some path or keyword''' box, click the '''+'''. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply|anchor=ORConditions|display text=OR conditions}}.
#*To add an AND condition, under the boxes, click '''Add'''. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply|anchor=ANDConditions|display text=AND conditions}}. 
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply|anchor=CheckTargeting|display text=Verify that the expression is valid}}.
|Status=No
}}{{Section
|sectionHeading=Operators for URL conditions
|anchor=URLConditionsOperators
|alignment=Vertical
|structuredtext={{{!}} class="wikitable"
{{!}}-
{{!}}{{!}}'''Operator'''
{{!}}{{!}}'''Matches'''
{{!}}{{!}}'''Description'''
{{!}}{{!}}'''Notes'''
{{!}}-
{{!}}{{!}}equals
{{!}}{{!}}a full URL only
{{!}}{{!}}The action map triggers only when the visitor is on a website page with a URL that exactly matches all of the characters you define.

'''Note:''' You must specify the protocol, either http: or https:.

{{!}}{{!}}If you define an '''equals''' condition you cannot define any other AND conditions.
'''Correct''':

*equals <nowiki>http://abc.com OR http://def.com OR http://xyz.com </nowiki>

'''Incorrect''':

*equals abc.com OR def.com
*equals abc.com AND equals xyz.com
{{!}}-
{{!}}{{!}}not equals
{{!}}{{!}}a full URL only
{{!}}{{!}}The action map triggers only when the visitor is on a website page with a URL that exactly matches all of the characters you define.

'''Note:''' You must specify the protocol, either http: or https:.

{{!}}{{!}}If you define a '''not equals''' condition you cannot define any other AND conditions.

 '''Correct''':

*not equals <nowiki> http://abc.com OR http://def.com OR http://xyz.com </nowiki>

'''Incorrect:'''

*equals abc.com OR def.com 
*equals abc.com AND equals xyz.com
{{!}}-
{{!}}{{!}}like
{{!}}{{!}}a "substring match"
{{!}}{{!}}The action map triggers only when the visitor is on a website page with a URL that contains some of the characters you define.

This is useful when you want to target a unique query string parameter (a keyword) that appears in multiple URLs.
{{!}}{{!}}You can build conditions containing multiple '''like''' and '''not like''' operators.

'''Correct''':

*like insurance AND like auto OR home OR health
{{!}}-
{{!}}{{!}}not like
{{!}}{{!}}a "substring match"
{{!}}{{!}}The action map triggers only when the visitor is on a website page with a URL that does not contains any of the characters you define. 
{{!}}{{!}}

{{!}}-
{{!}}{{!}}starts with
{{!}}{{!}}identical characters starting from the beginning of the string up to and including the last character in the string
{{!}}{{!}}Use the '''starts with''' operator when your URLs are generally unvarying but can include query string parameters at the end that you want to exclude.

'''Note:''' You must specify the protocol, either http: or https:.

{{!}}{{!}}You can have one '''starts with '''or one '''ends with''' operator per condition.

'''Correct''':

*starts with http://abc.com OR http://xyz.com AND Like keyword1 or keyword2

'''Incorrect''':

*starts with abc.com OR xyz.com AND starts with abc.com OR xyz.com

{{!}}-
{{!}}{{!}}ends with

{{!}}{{!}}identical characters starting from the end of the string up to and including the first character in the string
{{!}}{{!}}Use the '''ends with''' operator when you want to match a specific query string parameters at the end of the URL.

For example, you can match shopping cart pages that use /thankyou.html at the end of their URLs.

{{!}}{{!}}You can have one '''ends with''' operator per condition.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=GPE-5839 Updates Operators for URL conditions
|alignment=Vertical
|structuredtext= 
{{{!}} class="wikitable"
{{!}}-
{{!}}{{!}}'''Operator'''
{{!}}{{!}}'''Matches...'''
{{!}}{{!}}'''Notes'''
{{!}}-
{{!}}contains all
{{!}}all the characters that you specify
{{!}}You must specify the protocol, either http: or https:.
{{!}}-
{{!}}contains any
{{!}}any of the characters that you specify
{{!}}
{{!}}-
{{!}}does not contain all
{{!}}some, but not all, of the characters that you specify 
{{!}}
{{!}}-
{{!}}does not contain any
{{!}}none of the characters that you specify
{{!}}
{{!}}-
{{!}}{{!}}equals
{{!}}{{!}}an exact match to the characters that you specify 
{{!}}{{!}}You must specify the protocol, either http: or https:.
If you define an '''equals''' condition, you cannot define any other AND conditions.
'''Correct''':

*equals <nowiki>http://abc.com OR http://def.com OR http://xyz.com </nowiki>

'''Incorrect''':

*equals abc.com OR def.com
*equals abc.com AND equals xyz.com
{{!}}-
{{!}}{{!}}not equals
{{!}}{{!}}A full URL.
'''Note:''' When used with you an action map, the action map triggers only when the visitor is on a webpage with a full URL that matches exactly all the characters that you specify.
{{!}}{{!}}You must specify the protocol, either http: or https:.
If you define a '''not equals''' condition, you cannot define any other AND conditions.
'''Correct''':

*not equals <nowiki> http://abc.com OR http://def.com OR http://xyz.com </nowiki>

'''Incorrect:'''

*equals abc.com OR def.com 
*equals abc.com AND equals xyz.com
{{!}}-
{{!}}greater than
{{!}}values greater than those that you specify
{{!}}
{{!}}-
{{!}}greater than or equal
{{!}}values greater than or equal to those that you specify
{{!}}
{{!}}-
{{!}}less than
{{!}}less than you specify
{{!}}
{{!}}-
{{!}}less than or equal
{{!}}less than or equal to those that you specify
{{!}}
{{!}}-
{{!}}{{!}}starts with
{{!}}{{!}}identical characters starting from the beginning of the string up to and including the last character in the string

'''Note:''' Use the '''starts with''' operator when your URLs are unvarying (generally) but can include query string parameters at the end that you want to exclude.

{{!}}{{!}}You must specify the protocol, either http: or https:.
You can have one '''starts with '''or one '''ends with''' operator per condition.
'''Correct''':

*starts with http://abc.com OR http://xyz.com AND Like keyword1 or keyword2

'''Incorrect''':

*starts with abc.com OR xyz.com AND starts with abc.com OR xyz.com
{{!}}-
{{!}}{{!}}ends with
{{!}}{{!}}Use the '''ends with''' operator when you want to match a specific query string parameter at the end of the URL.
For example, you can match shopping cart pages that use /thankyou.html at the end of their URLs.
{{!}}{{!}}You can have one '''ends with''' operator per condition.
{{!}}}
|Status=Yes
}}{{Section
|sectionHeading=Condition errors
|anchor=ConditionErrors
|alignment=Horizontal
|Media=Image
|image=ErrorCond.png
|structuredtext=As you build your condition, {{MINTYDOCSPRODUCT}} checks for syntax errors, including a valid protocol, spaces and extra special characters. If there are syntax errors, {{MINTYDOCSPRODUCT}} displays an error message. For more information see the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply|anchor=URLConditionsOperators|display text=notes for the operator you are using}}.
|Status=No
}}{{Section
|sectionHeading=OR conditions
|anchor=ORConditions
|alignment=Horizontal
|Media=Image
|image=URLORCondition.png
|structuredtext=You can add as many OR conditions as you need for each operator. For more information on the available operators, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply|anchor=URLConditionsOperators|display text=Operators for URL conditions}}.

{{NoteFormat|If you use an "OR" condition, the action map triggers when either of the conditions is true.|}}
|Status=No
}}{{Section
|sectionHeading=AND conditions
|anchor=ANDConditions
|alignment=Horizontal
|Media=Image
|image=URLAND.png
|structuredtext=You can add as many AND conditions as you need for each operator. For more information on the available operators, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Apply|anchor=URLConditionsOperators|display text=Operators for URL conditions}}. {{NoteFormat|If you use an "AND" condition, the action map triggers only when both conditions is true.|}}
|Status=No
}}{{Section
|sectionHeading=Remove a condition
|anchor=ConditionRemove
|alignment=Horizontal
|Media=Image
|image=CondRemove.png
|structuredtext=To remove a condition, rest your mouse on it and then click the '''x''' that appears.
|Status=No
}}{{Section
|sectionHeading=Verify that the expression is valid
|anchor=CheckTargeting
|alignment=Horizontal
|Media=Image
|image=PageCheckerAI155.png
|structuredtext=After you define the expression to apply an action map to a webpage, ensure that the expression is valid.

#Under '''Check if the action map targets the web page(s'''), type the first URL to check in the box.
#To check another URL, click '''+''' and type the next URL.
#After you specify all the pages to check, click '''Check'''.
#Review the results.
{{NoteFormat|If you see, "No" when you check a webpage, it means that the URL doesn't match the specified conditions. Check your expression:
* If you are using the '''equals''', or '''not equals''' operators, ensure that you specified a full URL.
* If you are using the '''equals''', '''not equals''', or '''starts with''' operators, ensure that you specified the protocol.
|}} 
|Status=No
}}
}}

ATC/Current/AdminGuide/Searches performed

2020-10-15T12:04:02Z

Harleyvibes: Published

{{Article
|Standalone=No
|DisplayName=Searches performed (admin view)
|TocName=Searches performed
|Context=In Live Now, learn how to see what a customer searched for on your website. This information provides insight into their specific questions and prepares you to answer them.
|ComingSoon=No
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|Prereq='''Prerequisites'''

*[https://help.mypurecloud.com/articles/altocloud-permissions-overview 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 on your website currently)
|Section={{Section
|sectionHeading=View searches performed
|alignment=Horizontal
|Media=Image
|image=Searches.png
|structuredtext=Each time a user searches your site, the URL for your webpage changes. Since {{MINTYDOCSPRODUCT}} tracks URL changes, it can display information to your agents about each user's specific searches under '''Searches performed'''. {{NoteFormat|You must configure your URL search parameter in your {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_tracking|anchor=SiteSearchSettings|display text=site search settings}}.|}}
|Status=No
}}{{Section
|sectionHeading=View search details in the visit journey map
|alignment=Horizontal
|Media=Image
|image=SearchesonMap.png
|structuredtext=In the visit journey map, rest your mouse on a search icon to see what the customer searched for.
|Status=No
}}
}}

ATC/Current/AdminGuide/Customer journey map

2020-10-15T11:49:36Z

Harleyvibes: Published

{{Article
|Standalone=No
|DisplayName=Visit journey map (admin view)
|TocName=Visit journey map
|Context=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 {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=AboutIcons|display text=icon descriptions}}.
|ComingSoon=No
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|Prereq='''Prerequisites'''

*[https://help.mypurecloud.com/articles/altocloud-permissions-overview 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)
|Section={{Section
|sectionHeading=View a customer's journey
|alignment=Vertical
|structuredtext=[[File:IconColorsSample.png]]

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 {{MINTYDOCSPRODUCT}} while on a page
*When the customer matched segments

To see URLs instead of page titles, click '''URL'''.
|Status=No
}}{{Section
|sectionHeading=See point-in-time details
|alignment=Horizontal
|Media=Image
|image=HoverDetails2.png
|structuredtext=To see more information about what the customer did, rest your mouse on an icon .
|Status=No
}}{{Section
|sectionHeading=About the icons
|anchor=AboutIcons
|alignment=Horizontal
|Media=Image
|image=IconColors.png
|structuredtext=Icon descriptions:

*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=ChatActivityIcons|display text=Chat activity icons}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=ContentActivityIcons|display text=Content activity icons}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=PurchaseIcons|display text=Purchase activity icons}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=FormIcons|display text=Form activity icons}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=JourneyIcons|display text=Journey icons}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=JourneyIcons|display text=MIscellaneous icons}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=WebhookICons|display text=Webhook icons}}
|Status=No
}}{{Section
|sectionHeading=Chat icons
|anchor=ChatActivityIcons
|alignment=Vertical
|structuredtext= 
{{{!}} class="wikitable"
{{!}}+
!Icon
!Tooltip
!Description
{{!}}-
{{!}}[[File:Chat offered.png{{!}}frameless{{!}}50x50px]]
{{!}}Chat offered
{{!}}{{MINTYDOCSPRODUCT}} offered a chat to the user.
{{!}}-
{{!}}[[File:Chat accepted.png{{!}}left{{!}}frameless{{!}}50x50px]]
{{!}}Chat accepted
{{!}}User accepted the offer to chat.
{{!}}-
{{!}}[[File:Chat requested.png{{!}}frameless{{!}}50x50px]]
{{!}}Chat requested
{{!}}User requested a chat.
{{!}}-
{{!}}[[File:Chat rejected.png{{!}}left{{!}}frameless{{!}}50x50px]]
{{!}}Chat rejected
{{!}}User rejected the offer to chat.
{{!}}-
{{!}}[[File:Chat timed out.png{{!}}left{{!}}frameless{{!}}50x50px]]
{{!}}Chat timed out
{{!}}Offer to chat timed out before the user responded.
{{!}}-
{{!}}[[File:Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
{{!}}Chat ignored
{{!}}User left the website before responding to the chat offer.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Content offer icons
|anchor=ContentActivityIcons
|alignment=Vertical
|structuredtext={{ComingSoon}} 
{{{!}} class="wikitable"
!Icon
!Tooltip
!Description
{{!}}-
{{!}}[[File:Content offer offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
{{!}}Content offer offered
{{!}}{{MINTYDOCSPRODUCT}} presented a content offer to the user.
{{!}}-
{{!}}[[File:Content offer opened.png{{!}}left{{!}}frameless{{!}}50x50px]]
{{!}}Content offer accepted
{{!}}User accepted the content offer.
{{!}}-
{{!}}[[File:Content offer closed.png{{!}}left{{!}}frameless{{!}}50x50px]]
{{!}}Content offer rejected
{{!}}User rejected the content offer.
{{!}}-
{{!}}[[File:Content offer timed out.png{{!}}left{{!}}frameless{{!}}50x50px]]
{{!}}Content offer timed out
{{!}}Content offer timed out before the user responded.
{{!}}-
{{!}}[[File:Content offer ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
{{!}}Content offer ignored
{{!}}User left the website before responding to the content offer.
{{!}}}
|Status=Yes
}}{{Section
|sectionHeading=Form-related icons
|anchor=FormIcons
|alignment=Vertical
|structuredtext= 
{{{!}} class="wikitable"
!Icon
!Tooltip
!Description
{{!}}-
{{!}}[[File:Form submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Form_submitted.png]]
{{!}}Form submitted
{{!}}User submitted a form.
{{!}}-
{{!}}[[File:Form abandoned.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Form_abandoned.png]]
{{!}}Form abandoned
{{!}}User abandoned the form before completing it.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Purchase-related icons
|anchor=PurchaseIcons
|alignment=Vertical
|structuredtext= 
{{{!}} class="wikitable"
!Icon
!Tooltip
!Description
{{!}}-
{{!}}[[File:Product added to cart.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Product_added_to_cart.png]]
{{!}}Product added to cart
{{!}}User added a product to their shopping cart.
{{!}}-
{{!}}[[File:Product removed from cart.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Product_removed_from_cart.png]]
{{!}}Product removed from cart
{{!}}User removed a product from their shopping cart.
{{!}}-
{{!}}[[File:Checkout successful.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Checkout_successful.png]]
{{!}}Checkout complete
{{!}}User completed the checkout transaction.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Journey shaping icons
|anchor=JourneyIcons
|alignment=Vertical
|structuredtext= 
{{{!}} class="wikitable"
!Icon
!Tooltip
!Description
{{!}}-
{{!}}[[File:Outcome achieved.png{{!}}left{{!}}frameless{{!}}50x50px]]
{{!}}Outcome achieved
{{!}}User achieved one of your outcomes.
{{!}}-
{{!}}[[File:Segment matched.png{{!}}left{{!}}frameless{{!}}50x50px]]
{{!}}Segment matched
{{!}}User matched one of your segments.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Miscellaenous icons
|anchor=MiscIcons
|alignment=Vertical
|structuredtext= 
{{{!}} class="wikitable"
!Icon
!Tooltip
!Description
{{!}}-
{{!}}[[File:Page viewed.png{{!}}left{{!}}frameless{{!}}50x50px]]
{{!}}Page viewed
{{!}}User viewed the page.
{{!}}-
{{!}}[[File:Search.png{{!}}frameless{{!}}50x50px]]
{{!}}Searched
{{!}}User searched for something on your site.
{{!}}-
{{!}}[[File:DefaultATC.png{{!}}left{{!}}frameless{{!}}50x50px]]
{{!}}Default
{{!}}Default icon used when no other icon is applicable.
{{!}}-
{{!}}[[File:Error.png{{!}}left{{!}}frameless{{!}}56x56px]]
{{!}}Error
{{!}}An error occurred.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Webhook icons
|anchor=WebhookICons
|alignment=Vertical
|structuredtext={{ComingSoon}}
{{{!}} class="wikitable"
!Icon
!Tooltip
!Description
{{!}}-
{{!}}[[File:Webhook offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
{{!}}Webhook offered
{{!}}Webhook made a request to the Genesys Cloud integration.
{{!}}-
{{!}}[[File:Webhook accepted.png{{!}}left{{!}}frameless{{!}}50x50px]]
{{!}}Webhook accepted
{{!}}Webhook request connected with the third-party product's endpoint.
{{!}}-
{{!}}[[File:Webhook rejected.png{{!}}left{{!}}frameless{{!}}50x50px]]
{{!}}Webhook rejected
{{!}}Genesys Cloud rejected the webhook's request.
{{!}}}
11/18: As per Eamonn, this section should remain hidden indefinitely.
|Status=Yes
}}
}}

ATC/Current/AgentGuide/Map icons

2020-10-15T11:30:39Z

Harleyvibes: Published

{{Article
|Standalone=No
|DisplayName=Journey map icons (Genesys Cloud)
|TocName=Journey map icons (Genesys Cloud)
|Context=Learn about the icons that Genesys Cloud agents see when they review the customer journey map for a user.
|ComingSoon=Yes
|Platform=GenesysCloud
|Section={{Section
|sectionHeading=About the icons
|anchor=AboutMapIcons
|alignment=Vertical
|structuredtext=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 user completed the activity.

Journey map icon descriptions:

*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=ChatActivityIcons|display text=Web chat icons}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=ContentActivityIcons|display text=Content offer activity icons}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=FormIcons|display text=Form activity icons}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=JourneyIcons|display text=Journey Shaping icons}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=MiscIcons|display text=Miscellaneous icons}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=CustomEvents|display text=Custom event icons}}
|Status=No
}}{{Section
|sectionHeading=Web chat icons
|anchor=ChatActivityIcons
|alignment=Vertical
|structuredtext= 
{{{!}} class="wikitable"
{{!}}+
!Icon
!Tooltip
!Description
{{!}}-

{{!}}[[File:cjv-webchat-offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
{{!}}Chat offered
{{!}}{{MINTYDOCSPRODUCT}} offered a chat to the user.
{{!}}-
{{!}}[[File:cjv-webchat-accept.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-accept.png]]
{{!}}Chat accepted
{{!}}User accepted the offer to chat.
{{!}}-
{{!}}[[File:cjv-webchat-submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-submitted.png]]
{{!}}Chat form completed
{{!}}User completed the form to request a chat.
{{!}}-
{{!}}[[File:cjv-webchat-rejected.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-rejected.png]]
{{!}}Chat rejected
{{!}}User rejected the offer to chat.
{{!}}-
{{!}}[[File:cjv-webchat-timeout.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-timeout.png]]
{{!}}Chat timed out
{{!}}Offer to chat timed out before the user responded.
{{!}}-
{{!}}[[File:cjv-webchat-ignored.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-ignored.png]]
{{!}}Chat ignored
{{!}}User left the website before responding to the chat offer.
{{!}}-
{{!}}[[File:cjv-webchat-error.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-error.png]]
{{!}}Chat error
{{!}}Chat experienced an error.
{{!}}}
 
|Status=No
}}{{Section
|sectionHeading=Content offer icons
|anchor=ContentActivityIcons
|alignment=Vertical
|structuredtext= {{ComingSoon}}
{{{!}} class="wikitable"
!Icon
!Tooltip
!Description
{{!}}-
{{!}}[[File:cjv-offer-offered.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-offer-offered.png]]
{{!}}Content offer offered
{{!}}{{MINTYDOCSPRODUCT}} presented a content offer to the user.
{{!}}-
{{!}}[[File:cjv-offer-opened.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-offer-opened.png]]
{{!}}Content offer accepted
{{!}}User accepted the content offer.
{{!}}-
{{!}}[[File:cjv-offer-ignored.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-offer-ignored.png]]
{{!}}Content offer ignored
{{!}}User left the website before responding to the content offer.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Form-related icons
|anchor=FormIcons
|alignment=Vertical
|structuredtext= 
{{{!}} class="wikitable"
!Icon
!Tooltip
!Description
{{!}}-
{{!}}[[File:cjv-form-submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-form-submitted.png]]
{{!}}Form submitted
{{!}}User submitted a form.

{{!}}-
{{!}}[[File:cjv-form-abandon.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-form-abandon.png]]
{{!}}Form abandoned
{{!}}User abandoned the form before completing it.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Journey shaping icons
|anchor=JourneyIcons
|alignment=Vertical
|structuredtext= 
{{{!}} class="wikitable"
!Icon
!Tooltip
!Description
{{!}}-
{{!}}[[File:cjv_outcome-achieved.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv_outcome-achieved.png]]
{{!}}Outcome achieved
{{!}}User achieved one of your outcomes.
{{!}}-
{{!}}[[File:cjv-segment.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-segment.png]]
{{!}}Segment matched
{{!}}User matched one of your segments. The color of the icon matches the color of the corresponding segment.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Miscellaneous icons
|anchor=MiscIcons
|alignment=Vertical
|structuredtext= 
{{{!}} class="wikitable"
!Icon
!Tooltip
!Description
{{!}}-
{{!}}[[File:cjv-search.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-search.png]]
{{!}}Searched
{{!}}User searched for something on your site.
{{!}}-
{{!}}[[File:Default_Event.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Default_Event.png]]
{{!}}Default
{{!}}Default icon used when no other icon is applicable.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Custom event icons
|anchor=CustomEvents
|alignment=Vertical
|structuredtext= 
{{{!}} class="wikitable"
!Icon
!Tooltip
!Description
{{!}}-
{{!}}[[File:cc-delivery.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cc-delivery.png{{!}}link=https://all.docs.genesys.com/File:cc-delivery.pngleftframeless50x50pxlink=https://all.docs.genesys.com/File:cc-delivery.png]]
{{!}}Delivery
{{!}}Delivery event occurred.
{{!}}-
{{!}}[[File:cc-finance.invoice.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cc-finance.invoice.png{{!}}link=https://all.docs.genesys.com/File:cc-finance.invoice.pngframeless50x50pxlink=https://all.docs.genesys.com/File:cc-finance.invoice.png]]
{{!}}Invoice
{{!}}Invoice event occurred.
{{!}}-
{{!}}[[File:cc-generic-application.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cc-generic-application{{!}}link=https://all.docs.genesys.com/File:cc-generic-applicationleftframeless50x50pxlink=https://all.docs.genesys.com/File:cc-generic-application.png]]
{{!}}Application
{{!}}Application-related event occurred.
{{!}}-
{{!}}[[File:cc-policy-contract.png{{!}}left{{!}}frameless{{!}}56x56px{{!}}link=https://all.docs.genesys.com/File:cc-policy-contract.png{{!}}link=https://all.docs.genesys.com/File:cc-policy-contract.pngleftframeless56x56pxlink=https://all.docs.genesys.com/File:cc-policy-contract.png]]
{{!}}Contract
{{!}}Contract event occurred.
{{!}}-
{{!}}[[File:Default_Event.png{{!}}left{{!}}frameless{{!}}56x56px{{!}}link=https://all.docs.genesys.com/File:Default_Event.png{{!}}link=https://all.docs.genesys.com/File:Default_Event.pngleftframeless56x56pxlink=https://all.docs.genesys.com/File:Default_Event.png]]
{{!}}Default Event
{{!}}Default icon used for a custom event when no other icon is applicable.
{{!}}}
 
|Status=No
}}
}}

ATC/Current/AgentGuide/Map icons

2020-10-14T18:49:27Z

Harleyvibes: Published

{{Article
|Standalone=No
|DisplayName=Journey map icons (Genesys Cloud)
|TocName=Journey map icons (Genesys Cloud)
|Context=Learn about the icons that Genesys Cloud agents see when they review the customer journey map for a user.
|ComingSoon=Yes
|Platform=GenesysCloud
|Section={{Section
|sectionHeading=About the icons
|anchor=AboutMapIcons
|alignment=Vertical
|structuredtext=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 user completed the activity.

Journey map icon descriptions:

*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=ChatActivityIcons|display text=Web chat icons}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=ContentActivityIcons|display text=Content offer activity icons}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=FormIcons|display text=Form activity icons}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=JourneyIcons|display text=Journey Shaping icons}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=MiscIcons|display text=Miscellaneous icons}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=CustomEvents|display text=Custom event icons}}
|Status=No
}}{{Section
|sectionHeading=Web chat icons
|anchor=ChatActivityIcons
|alignment=Vertical
|structuredtext= 
{{{!}} class="wikitable"
{{!}}+
!Icon
!Tooltip
!Description
{{!}}-

{{!}}[[File:cjv-webchat-offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
{{!}}Chat offered
{{!}}{{MINTYDOCSPRODUCT}} offered a chat to the user.
{{!}}-
{{!}}[[File:cjv-webchat-accept.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-accept.png]]
{{!}}Chat accepted
{{!}}User accepted the offer to chat.
{{!}}-
{{!}}[[File:cjv-webchat-submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-submitted.png]]
{{!}}Chat form completed
{{!}}User completed the form to request a chat.
{{!}}-
{{!}}[[File:cjv-webchat-rejected.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-rejected.png]]
{{!}}Chat rejected
{{!}}User rejected the offer to chat.
{{!}}-
{{!}}[[File:cjv-webchat-timeout.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-timeout.png]]
{{!}}Chat timed out
{{!}}Offer to chat timed out before the user responded.
{{!}}-
{{!}}[[File:cjv-webchat-ignored.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-ignored.png]]
{{!}}Chat ignored
{{!}}User left the website before responding to the chat offer.
{{!}}-
{{!}}[[File:cjv-webchat-error.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-error.png]]
{{!}}Chat error
{{!}}Chat experienced an error.
{{!}}}
 
|Status=No
}}{{Section
|sectionHeading=Content offer icons
|anchor=ContentActivityIcons
|alignment=Vertical
|structuredtext= {{ComingSoon}}
{{{!}} class="wikitable"
!Icon
!Tooltip
!Description
{{!}}-
{{!}}[[File:cjv-offer-offered.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-offer-offered.png]]
{{!}}Content offer offered
{{!}}{{MINTYDOCSPRODUCT}} presented a content offer to the user.
{{!}}-
{{!}}[[File:cjv-offer-opened.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-offer-opened.png]]
{{!}}Content offer accepted
{{!}}User accepted the content offer.
{{!}}-
{{!}}[[File:cjv-offer-ignored.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-offer-ignored.png]]
{{!}}Content offer ignored
{{!}}User left the website before responding to the content offer.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Form-related icons
|anchor=FormIcons
|alignment=Vertical
|structuredtext= 
{{{!}} class="wikitable"
!Icon
!Tooltip
!Description
{{!}}-
{{!}}[[File:cjv-form-submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-form-submitted.png]]
{{!}}Form submitted
{{!}}User submitted a form.

{{!}}-
{{!}}[[File:cjv-form-abandon.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-form-abandon.png]]
{{!}}Form abandoned
{{!}}User abandoned the form before completing it.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Journey shaping icons
|anchor=JourneyIcons
|alignment=Vertical
|structuredtext= 
{{{!}} class="wikitable"
!Icon
!Tooltip
!Description
{{!}}-
{{!}}[[File:cjv_outcome-achieved.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv_outcome-achieved.png]]
{{!}}Outcome achieved
{{!}}User achieved one of your outcomes.
{{!}}-
{{!}}[[File:cjv-segment.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-segment.png]]
{{!}}Segment matched
{{!}}User matched one of your segments. The color of the icon matches the color of the corresponding segment.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Miscellaneous icons
|anchor=MiscIcons
|alignment=Vertical
|structuredtext= 
{{{!}} class="wikitable"
!Icon
!Tooltip
!Description
{{!}}-
{{!}}[[File:cjv-search.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-search.png]]
{{!}}Searched
{{!}}User searched for something on your site.
{{!}}-
{{!}}[[File:Default_Event.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Default_Event.png]]
{{!}}Default
{{!}}This icon is for events that do not have an icon.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Custom event icons
|anchor=CustomEvents
|alignment=Vertical
|structuredtext= 
{{{!}} class="wikitable"
!Icon
!Tooltip
!Description
{{!}}-
{{!}}[[File:cc-delivery.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cc-delivery.png{{!}}link=https://all.docs.genesys.com/File:cc-delivery.pngleftframeless50x50pxlink=https://all.docs.genesys.com/File:cc-delivery.png]]
{{!}}Delivery
{{!}}Delivery event occurred.
{{!}}-
{{!}}[[File:cc-finance.invoice.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cc-finance.invoice.png{{!}}link=https://all.docs.genesys.com/File:cc-finance.invoice.pngframeless50x50pxlink=https://all.docs.genesys.com/File:cc-finance.invoice.png]]
{{!}}Invoice
{{!}}Invoice event occurred.
{{!}}-
{{!}}[[File:cc-generic-application.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cc-generic-application{{!}}link=https://all.docs.genesys.com/File:cc-generic-applicationleftframeless50x50pxlink=https://all.docs.genesys.com/File:cc-generic-application.png]]
{{!}}Application
{{!}}Application-related event occurred.
{{!}}-
{{!}}[[File:cc-policy-contract.png{{!}}left{{!}}frameless{{!}}56x56px{{!}}link=https://all.docs.genesys.com/File:cc-policy-contract.png{{!}}link=https://all.docs.genesys.com/File:cc-policy-contract.pngleftframeless56x56pxlink=https://all.docs.genesys.com/File:cc-policy-contract.png]]
{{!}}Contract
{{!}}Contract event occurred.
{{!}}-
{{!}}[[File:Default_Event.png{{!}}left{{!}}frameless{{!}}56x56px{{!}}link=https://all.docs.genesys.com/File:Default_Event.png{{!}}link=https://all.docs.genesys.com/File:Default_Event.pngleftframeless56x56pxlink=https://all.docs.genesys.com/File:Default_Event.png]]
{{!}}Default Event
{{!}}Custom event occurred that doesn't have an icon.
{{!}}}
 
|Status=No
}}
}}

ATC/Current/AgentGuide/PureConnect

2020-10-14T18:39:50Z

Harleyvibes: Published

{{Article
|Standalone=No
|DisplayName=An agent's experience in PureConnect
|TocName=PureConnect
|Context=Altocloud presents customer journey information to agents.
|ComingSoon=No
|Platform=PureConnect
|Section={{Section
|sectionHeading=The Altocloud view in PureConnect
|alignment=Vertical
|structuredtext=If a visitor accepts an offer to chat from {{MINTYDOCSPRODUCT}}, you can display the customer's journey in the Interaction Connect Altocloud view when you pick up the interaction. On the Altocloud view, you can access the following information, which updates as you interact with the visitor:

*{{#mintydocs_link:topic=Customer journey}}
*{{#mintydocs_link:topic=Matched segments}}
*{{#mintydocs_link:topic=Outcome scores}}
*{{#mintydocs_link:topic=Additional information}}
|Status=No
}}{{Section
|sectionHeading=For more information
|alignment=Vertical
|structuredtext=*[https://help.genesys.com/cic/mergedProjects/wh_basl_connect/desktop/Genesys_Altocloud.htm Altocloud for PureConnect agents]
*[https://help.genesys.com/cic/desktop/altocloud_integration_landing.htm Altocloud integration landing page in the PureConnect Resource Center]
|Status=No
}}
}}

ATC/Current/AgentGuide

2020-10-14T18:32:54Z

Harleyvibes: Published

{{MintyDocsManual
|defaultform=Form:Article
|alternateforms=Form:ArticleUnstructured
|displayname={{MINTYDOCSPRODUCT}} Agent's Guide
|topicslist=* -Get started
** Get started
** Get started GenesysCloud
** Get started GenesysEngage
** Get started PureConnect
* -A visitor's experience
** How Altocloud enriches your chat experience
* -An agent's experience
** GenesysCloud
** GenesysEngage
** PureConnect
* -Journey details
** GPE Customer journey
** Map icons
** Additional information icons
** Customer details
** Customer journey
** Searches performed
** Matched segments
** Outcome scores
** Additional information
** Unknown users
* -FAQs
** FAQs
|Auto=Crafted summary table
|DisplayName={{MINTYDOCSPRODUCT}} Agent's Guide
|Context=Learn how to use {{MintyDocsProduct}}.
|TSSection={{TSSection
|sectionheading=Get started
|description=Get started using {{MintyDocsProduct}}.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Get_started_GenesysCloud|display text=Genesys Cloud}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Get_started_GenesysEngage|display text=Genesys Engage}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Get_started_PureConnect|display text=PureConnect}}
}}{{TSSection
|sectionheading=Visitor experience
|description=Learn how {{MintyDocsProduct}} engages visitors on your website.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=How_Altocloud_enriches_your_chat_experience}}
}}{{TSSection
|sectionheading=Agent experience
|description=Learn what information appears when a visitor accepts an offer to chat from {{MintyDocsProduct}}.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=GenesysCloud|display text=Genesys Cloud}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=GenesysEngage|display text=Genesys Engage}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=PureConnect|display text=PureConnect}}
}}{{TSSection
|sectionheading=Journey details
|description=Learn what information you can see about a visitor's journey on your website.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=GPE_Customer_journey|display text=Customer journey (Genesys Cloud)}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|display text=Journey map icons (Genesys Cloud)}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Additional_information_icons|display text=Session information icons (Genesys Cloud)}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Customer_details|display text=Customer summary}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Customer_journey|display text=Visit journey map}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Searches_performed|display text=Searches performed}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Matched_segments|display text=Segments assigned}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Outcome_scores|display text=Outcome scores}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Additional_information|display text=Other information}}
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Unknown_users|display text=Unknown users}}
}}
|pagination=no
|inherit=no
}}

ATC/Current/AgentGuide/How Predictive Engagement enriches your chat experience

2020-10-14T18:31:16Z

Harleyvibes: Published

{{Article
|Standalone=No
|DisplayName=A visitor's experience
|TocName=A visitor's experience
|Context={{MINTYDOCSPRODUCT}} presents contextual information about a visitor's history with your website and company.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Section={{Section
|sectionHeading=How chats appear
|anchor=ChatAppears
|alignment=Horizontal
|Media=Image
|image=AcceptChat.png
|structuredtext={{MINTYDOCSPRODUCT}} displays a chat window automatically when a customer takes a specific action, such as requesting a quote or clicking a button to start a chat.

If the visitor accepts the chat, {{MINTYDOCSPRODUCT}} initiates a chat interaction and routes it to your queue.
|Status=No
}}
}}

ATC/Current/AgentGuide

2020-10-14T18:29:57Z

Harleyvibes: Published

{{MintyDocsManual
|defaultform=Form:Article
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** Get started
** Get started GenesysCloud
** Get started GenesysEngage
** Get started PureConnect
* -A customer's experience
** How Altocloud enriches your chat experience
* -An agent's experience
** GenesysCloud
** GenesysEngage
** PureConnect
* -Journey details
** GPE Customer journey
** Map icons
** Additional information icons
** Customer details
** Customer journey
** Searches performed
** Matched segments
** Outcome scores
** Additional information
** Unknown users
* -FAQs
** FAQs
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*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Outcome_scores|display text=Outcome scores}}
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ATC/Current/AgentGuide

2020-10-14T18:23:12Z

Harleyvibes: Published

{{MintyDocsManual
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|topicslist=* -Get started
** Get started
** Get started GenesysCloud
** Get started GenesysEngage
** Get started PureConnect
* -A customer's experience
** How Altocloud enriches your chat experience
* -An agent's experience
** GenesysCloud
** GenesysEngage
** PureConnect
* -Journey details
** GPE Customer journey
** Map icons
** Additional information icons
** Customer details
** Customer journey
** Searches performed
** Matched segments
** Outcome scores
** Additional information
** Unknown users
* -FAQs
** FAQs
|Auto=Crafted summary table
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|relatedarticles=* {{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Get_started_GenesysCloud|display text=Genesys Cloud}}
* {{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Get_started_GenesysEngage|display text=Genesys Engage}}
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}}{{TSSection
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* {{Link-SomewhereInThisVersion|manual=AgentGuide|topic=GenesysEngage|display text=Genesys Engage}}
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ATC/Current/AgentGuide

2020-10-14T18:16:37Z

Harleyvibes: Published

{{MintyDocsManual
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** Get started
** Get started GenesysCloud
** Get started GenesysEngage
** Get started PureConnect
* -A customer's experience
** How Altocloud enriches your chat experience
* -An agent's experience
** GenesysCloud
** GenesysEngage
** PureConnect
* -Journey details
** GPE Customer journey
** Map icons
** Additional information icons
** Customer details
** Customer journey
** Searches performed
** Matched segments
** Outcome scores
** Additional information
** Unknown users
* -FAQs
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}}

ATC/Current/AdminGuide/FAQs

2020-10-14T17:45:30Z

Harleyvibes: Published

{{FAQ Article
|Standalone=No
|DisplayName={{MINTYDOCSPRODUCT}} Administrator FAQs
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|TocName=FAQs
|Context=This page lists all FAQs for {{MINTYDOCSPRODUCT}} administrators.
|FAQ={{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=What is {{MINTYDOCSPRODUCT}}?
|Answer={{MINTYDOCSPRODUCT}} is a cloud-based, AI-powered customer engagement solution that analyzes visitors' behaviors on websites, predicts the outcomes visitors are trying to achieve, and personalizes engagements to help visitors achieve those outcomes.
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=What defines a website visit?
|Answer=A Web visit starts from the moment a visitor lands on a website and provides consent for tracking. The Web visit continues while customer browses through the website and lasts until the visitor is inactive for 30 minutes. If the visitor resumes browsing after 30 minutes, {{MINTYDOCSPRODUCT}} tracks that activity as a new Web visit.
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=Does {{MINTYDOCSPRODUCT}} work on mobile applications?
|Answer=There is no explicit support for using {{MINTYDOCSPRODUCT}} on mobile apps. On both desktop and mobile browsers, the {{MINTYDOCSPRODUCT}} tracking snippet tracks websites only.
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=Which data attributes are captured during a customer's journey?
|Answer=We recognize that every customer's journey is unique and we can capture numerous data attributes. By default, {{MINTYDOCSPRODUCT}} captures page view data from the browser (URL, page title, browser type, location) and uses this information to assign the appropriate segment(s) to the customer.

For a full list of the data attributes we support, see {{Link-SomewhereInThisManual|topic=AttributesVisitor|display text=visitor attributes}}, {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Campaign_Attributes|display text=campaign attributes}}, {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=AttributesJourney|display text=visitor journey attributes}}, and {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_attributes|display text=custom attributes}}.
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=What standard reports are provided?
|Answer={{MINTYDOCSPRODUCT}}offers two families of reports, both of which can be filtered for a time period:

*The {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Visitor_Activity|display text=Visitor Activity report}} shows web visits and can be filtered based on segments matched and outcomes achieved.
*The {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Action_Map_Performance|display text=Action Map Performance report}} shows the performance of each individual action map triggered.
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=Does {{MINTYDOCSPRODUCT}} provide GDPR compliance?
|Answer=As part of the Genesys Cloud platform, Altocloud complies with GDPR regulations. For complete information information about Genesys Cloud and GDPR, see [https://help.mypurecloud.com/articles/purecloud-and-gdpr-compliance/ Genesys Cloud and GDPR compliance]. See also {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=GDPR|display text=Altocloud-specific considerations}}.
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=Does {{MINTYDOCSPRODUCT}} support domain allowlists?
|Answer=Yes. Customers can {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=Web_tracking|display text=configure a list of allowed domains}}. This list limits the domains that {{MINTYDOCSPRODUCT}} tracks.
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=Does {{MINTYDOCSPRODUCT}} handle IP address blocklists?
|Answer=You can designate IP addresses for which {{MINTYDOCSPRODUCT}} should not generate web events. For more information, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Web_tracking|anchor=ExcludeIPAddressesses|display text=Exclude IP addresses}}.
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=Can {{MINTYDOCSPRODUCT}} distinguish between desktop and mobile browsers?
|Answer=Yes. Audience segmentation takes into account device type. For more information, see {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=AttributesVisitor|display text=Visitor attributes.}}
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=Can {{MINTYDOCSPRODUCT}} distinguish between browser family and OS type?
|Answer=Yes. Audience segmentation takes into account browser family and OS type. For more information, see {{Link-SomewhereInThisProduct|version=Current|manual=AdminGuide|topic=AttributesVisitor|display text=Visitor attributes.}}
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=Does {{MINTYDOCSPRODUCT}} support co-browse or screenshare in Genesys Cloud?
|Answer=No, {{MINTYDOCSPRODUCT}} does not work with the co-browse or screenshare capabilities of Genesys Cloud. This means that if a user accepts a proactive chat via {{MINTYDOCSPRODUCT}}, an agent cannot subsequently escalate the chat to a co-browse or a screenshare session.
}}{{FAQ
|Platforms=PureConnect, GenesysCloud, GenesysEngage-onpremises
|Question=Which languages does {{MINTYDOCSPRODUCT}} support?
|Answer=The user interface for '''Altocloud administrative features''' is currently localized in the following languages:

*Dutch
*French
*German
*Italian
*Japanese
*Korean
*Portuguese
*Spanish
*Swedish

The user interface for '''Altocloud agent features''' is currently localized in the following languages:

*Chinese Simplified
*Chinese Traditional
*Danish
*Dutch
*Finnish
*French
*German
*Italian
*Japanese
*Korean
*Norwegian
*Polish
*Portuguese
*Spanish
*Swedish
*Thai
*Turkish
}}
}}

ATC/Current/AgentGuide/How Predictive Engagement enriches your chat experience

2020-10-14T17:30:29Z

Harleyvibes: Published

{{Article
|Standalone=No
|DisplayName=A customer's experience
|TocName=A customer's experience
|Context={{MINTYDOCSPRODUCT}} presents contextual information about your visitor's history with your website and company.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Section={{Section
|sectionHeading=How chats appear
|anchor=ChatAppears
|alignment=Horizontal
|Media=Image
|image=AcceptChat.png
|structuredtext={{MINTYDOCSPRODUCT}} displays a chat window automatically when a customer takes a specific action, such as requesting a quote or clicking a Chat Now button.

If the visitor accepts the chat, {{MINTYDOCSPRODUCT}} initiates a chat interaction and routes it to your queue.
|Status=No
}}
}}

ATC/Current/AdminGuide/Chat offers

2020-10-13T13:16:24Z

Harleyvibes: Published

{{Article
|Standalone=No
|DisplayName=Web chats
|TocName=Web chats
|Context=Web chats present current promotions or important announcements to customers via simple chat windows.
|ComingSoon=No
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|Prereq='''Prerequisites'''

*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
**'''Journey '''>''' Action Map '''>''' Add ''', '''Delete''', '''Edit''', and '''View''' (to create action maps)
**'''Journey '''>''' Action Target '''> '''View''' (to select a team to handle interactions from the action map)
|Section={{Section
|sectionHeading=Overview
|anchor=AboutWebChats
|alignment=Horizontal
|Media=Video
|image=384131154
|structuredtext=A web chat is a {{GlossaryTooltip|term=web action}} that engages your customers through a standard chat window that proactively appears while they are on your website.

To create a web chat, start by {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_maps|display text=creating an action map}} that uses a web chat as its method of customer engagement. To design a web chat, you define the:

*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_actions_and_action_maps|anchor=ConfigOrg|display text=Timing}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers#ChatOffers|display text=Chat offer}}
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers#ChatWindow|display text=Chat window}}
|Status=No
}}{{Section
|sectionHeading=Chat offer
|anchor=ChatOffer
|alignment=Horizontal
|Media=Image
|image=WebChatDesignGPE2920.png
|structuredtext=#Specify the '''Offer title text'''. This text appears in the title bar of the chat.
#Specify the '''Offer text'''. This text invites the customer to chat.
#Specify the '''Accept button caption'''. This text appears on the button that accepts the chat offer.
#Specify the '''Decline button caption''' This text appears on the button that declines the chat offer.
#Click '''Next: Chat window'''.
|Status=No
}}{{Section
|sectionHeading=Chat window
|anchor=ChatWindow
|alignment=Horizontal
|Media=Image
|image=ChatWindow.png
|structuredtext=Your chat window includes fields that capture essential information about your customers. For example:

*Company name
*Email
*Family name
*Gender
*Given name
*Phone number

We have pre-configured several fields for you. However, you can configure the fields in the chat window however you like.

#From the list, select the type of information.
#In the box, type the label that customers see.
#To make a field required, select the '''Required''' box.
#To delete a field, click '''Delete'''.{{NoteFormat|'''Genesys Engage''': Your chat window fields must include both the '''Given Name''' and '''Family Name''' fields. These correspond to the '''First Name''' and '''Last Name''' fields in Genesys Engage. Web chats without this information will fail to start.|}} 
#To add another field, click '''Add More'''.
#When you are finished, click '''Done'''.
|Status=No
}}{{Section
|sectionHeading=Monitor a web chat's performance
|anchor=WCMonitor
|alignment=Vertical
|structuredtext=Use the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance|display text=Action Map Performance report}} to monitor your web chats. The following table defines the available metrics for this report:
{{{!}} class="wikitable"
{{!}}'''Metric'''
{{!}}'''Description'''
{{!}}-
{{!}}'''Web Actions Qualified'''
{{!}}Number of customers who matched a segment, activity, or outcome score that triggered the action map.
{{!}}-
{{!}} data-mce-style="width: 245.047px;" style="width: 245.047px;"{{!}}'''Web Actions Offered'''
{{!}} data-mce-style="width: 934.953px;" style="width: 934.953px;"{{!}}Number of customers to whom {{MINTYDOCSPRODUCT}} offered a web chat.
'''Note:''' When a visitor qualifies for an action map, it does not necessarily mean that {{MINTYDOCSPRODUCT}} offers them a web chat immediately. For example, {{MINTYDOCSPRODUCT}} does not offer a web chat if the visitor matches a segment for the action map, but is not on the webpage that triggers the action. {{MINTYDOCSPRODUCT}} also does not offer a web chat if there are no agents available. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance#WebActionsMetricsEx|display text=Progression of web actions metrics.}}
{{!}}-
{{!}} data-mce-style="width: 245.047px;" style="width: 245.047px;"{{!}}'''Web Actions Accepted'''
{{!}} data-mce-style="width: 934.953px;" style="width: 934.953px;"{{!}}Number of customers who accepted a web chat. These visitors are a subset of those to whom {{MINTYDOCSPRODUCT}} offered a web chat. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance#WebActionsMetricsEx|display text=Progression of web actions metrics.}}
{{!}}-
{{!}} data-mce-style="width: 245.047px;" style="width: 245.047px;"{{!}}'''Web Actions Started'''
{{!}} data-mce-style="width: 934.953px;" style="width: 934.953px;"{{!}}Number of customers who completed the form to start a chat and waited for an agent to connect.
{{!}}-
{{!}} data-mce-style="width: 245.047px;" style="width: 245.047px;"{{!}}'''Web Actions Engaged'''
{{!}} data-mce-style="width: 934.953px;" style="width: 934.953px;"{{!}}Number of customers who successfully connected with an agent via chat.
{{!}}-
{{!}} data-mce-style="width: 245.047px;" style="width: 245.047px;"{{!}}'''Web Actions Rejected'''
{{!}} data-mce-style="width: 934.953px;" style="width: 934.953px;"{{!}}Number of customers who dismissed or rejected an offer to chat. These visitors are a subset of those to whom {{MINTYDOCSPRODUCT}} offered a web chat.
{{!}}-
{{!}} data-mce-style="width: 245.047px;" style="width: 245.047px;"{{!}}'''Web Actions Errored'''
{{!}} data-mce-style="width: 934.953px;" style="width: 934.953px;"{{!}}Number of customers who experienced an error while being offered a web chat. This can happen before or after a web chat is offered.
{{!}}-
{{!}}'''Web Actions Timed Out'''
{{!}}Not applicable
{{!}}-
{{!}}'''Web Actions Abandoned'''
{{!}}Number of customers who stopped a chat before reaching a resolution with an agent.
'''Note:''' This metric specifically counts each web chat that a customer explicitly closes by clicking the "x" after the web chat has been started. This metric does not count "implicit abandons," which happen when the customer closes the web page on which the web chat was offerred.
{{!}}-
{{!}}'''Web Actions After Hours'''
{{!}}Number of customers who qualified for a chat outside of the hours agents are {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Schedules|display text=scheduled}} to accept chats.
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Web chat lifecycle
|anchor=ExWebChatMetrics
|alignment=Vertical
|structuredtext=For complete information about the lifecycle of a web chat and the metrics that we capture at each stage, see {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle}}.
|Status=No
}}
}}

ATC/Current/AdminGuide/Segments

2020-10-13T13:08:51Z

Harleyvibes: Published

{{Article
|Standalone=No
|DisplayName=Build segments
|TocName=Build segments
|Context=Learn how to build segments that identify and classify customers based on their shared behavior and characteristics.
|ComingSoon=No
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|Prereq='''Prerequisites'''

*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
**'''Journey '''>''' Segment '''>'''Add ''', '''Delete''', '''Edit''', '''View'''
|Section={{Section
|sectionHeading=Search for and view segments
|anchor=ViewSegments
|alignment=Horizontal
|Media=Image
|image=SegmentsPEPC.png
|structuredtext=#Click '''Admin'''.
#Under '''Altocloud''', click '''Segments'''.
#To search for a segment, start typing its name in the '''Search''' box. Search is case-insensitive.
#To sort the list, click the '''Ascending'''/'''Descending''' buttons in '''Name''' or '''Updated''' column headings.
|Status=No
}}{{Section
|sectionHeading=Create a segment
|anchor=CreateSegment
|alignment=Horizontal
|Media=Image
|image=SegmentCreate.png
|structuredtext={{NoteFormat|To simplify the process of creating a segment, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#DuplicateSegment|display text=duplicate an existing segment.}}|2}}

#Click '''Admin'''.
#Under '''Altocloud''', click '''Segments'''.
#Click '''Create Segment'''.
#Use a descriptive name.
#Use an {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Operators|display text=operator}} to define at least one of the following types of conditions:
#*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_attributes|display text=Visitor attribute}}
#*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions|anchor=WebSessionEvents|display text=Web event}}
#*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=ConvoEvents|display text=Conversation event}}
#*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|anchor=CreateCustomEvents|display text=Custom event}}
#Specify the color.
#By default, the segment is {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#DisplayAgents|display text=displayed to agents.}}
#By default, the segment is {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ActivateSegment|display text=activated.}}
#Click '''Save and close'''.
{{NoteFormat|
*You can specify as many conditions as you want. You must specify at least one.
*If you specify multiple conditions, then the segment matches a user only if all the conditions match.
|1}}
|Status=No
}}{{Section
|sectionHeading=LIMITS
|alignment=Vertical
|structuredtext=Add this to the note when Limits go live:

*For information on the number of segments you can create for your organization, see {{Link-Standalone|topic=ATC/Limits}}.

 
|Status=Yes
}}{{Section
|sectionHeading=Duplicate a segment
|anchor=DuplicateSegment
|alignment=Horizontal
|Media=Image
|image=SegmentsDuplicate2.png
|structuredtext=To simplify the process of creating a new segment, duplicate an existing segment.

#Click '''Admin'''.
#Under '''Altocloud''', click '''Segments'''.
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ViewSegments|display text=Search for the segment you want.}}
#In the Options column, click the menu and then click '''Duplicate'''.
#Update the segment name.
#Update {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_attributes|display text=attributes}} as necessary.
#Make any other changes. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#CreateSegment|display text=Create a segment.}}
#Click '''Save and close'''.
|Status=No
}}{{Section
|sectionHeading=Edit a segment
|anchor=EditSegment
|alignment=Horizontal
|Media=Image
|image=SegmentsEdit2.png
|structuredtext=#Click '''Admin'''.
#Under '''Altocloud''', click '''Segments'''.
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ViewSegments|display text=Search for the segment you want.}}
#In the Options column, click the menu and then click '''Edit'''.
#Make any necessary changes. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#CreateSegment|display text=Create a segment.}}
#Click '''Save and close'''.
|Status=No
}}{{Section
|sectionHeading=Display to agent
|anchor=DisplayAgents
|alignment=Horizontal
|Media=Image
|image=DisplayAgentFull.png
|structuredtext=Agents automatically see when {{MINTYDOCSPRODUCT}} matches customers with a segment.

However, not all segments are relevant to all agents. For example, a segment might match based on a customer's search for a specific product that an agent does not support. Segments can also match based on sensitive personal data or data that an agent should not see due to privacy requirements.

To prevent agents from seeing a segment in a customer's profile, use the '''Display to Agent''' button.

{{NoteFormat|Segments that are not displayed to agents appear in {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Live_Now|display text=Live Now}} and {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Analytics_data|display text=reports}}. They can also {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Trigger|display text=trigger action maps}}. These segments also remain in a customer's record.|}}
|Status=No
}}{{Section
|sectionHeading=Activate or deactivate a segment
|anchor=ActivateSegment
|alignment=Horizontal
|Media=Image
|image=SegmentDeactivatePEPC.png
|structuredtext=When a segment is active, it is ready to match users on your site. To determine when a segment matches users, use the '''Active''' button.

{{NoteFormat|To permanently remove the segment, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#DeleteSegment|display text=delete it.}}|2}}
|Status=No
}}{{Section
|sectionHeading=Delete a segment
|anchor=DeleteSegment
|alignment=Horizontal
|Media=Image
|image=SegmentsDelete.png
|structuredtext={{NoteFormat|Deletion is permanent. To temporarily suspend the segment from matching, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ActivateSegment|display text=deactivate it}} instead.|2}}

#Click '''Admin'''.
#Under '''Altocloud''', click '''Segments'''.
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Segments#ViewSegments|display text=Search for the segment you want.}}
#Under options, click '''Delete'''.
#Click '''Yes'''.
|Status=No
}}
}}

File:SegmentsEdit2.png

2020-10-13T13:08:19Z

Harleyvibes:

Edit a segment

File:SegmentsDuplicate2.png

2020-10-13T13:07:44Z

Harleyvibes:

Duplicate a segment

ATC/Current/AdminGuide/Outcomes

2020-10-13T12:59:58Z

Harleyvibes: Published

{{Article
|Standalone=No
|DisplayName=Build outcomes
|TocName=Build outcomes
|Context=Define business goals that you want to track and predict.
|ComingSoon=No
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
|Prereq='''Prerequisites'''

*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
**'''Journey '''>''' Outcome '''>'''Add ''', '''Delete''', '''Edit''', '''View'''
|Section={{Section
|sectionHeading=Search for and view outcomes
|anchor=View
|alignment=Horizontal
|Media=Image
|image=OutcomesView.png
|Status=No
}}{{Section
|sectionHeading=Create an outcome
|anchor=CreateOutcome
|alignment=Horizontal
|Media=Image
|image=OutcomeCreatePEPC.png
|structuredtext={{NoteFormat|To simplify the process of creating an outcome, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcomes#Duplicate|display text=duplicate an existing outcome.}}|2}}

#Click '''Admin'''.
#Under '''Altocloud''', click '''Outcomes'''.
#Click '''Create Outcome'''.
#Use a descriptive name.
#Use an {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Operators|display text=operator}} to define at least one of the following types of conditions:
#*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_attributes|display text=Visitor attribute}}
#*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Web_sessions|anchor=WebSessionEvents|display text=Web event}}
#*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Conversation_sessions|anchor=ConvoEvents|display text=Conversation event}}
#*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Custom_sessions|anchor=CreateCustomEvents|display text=Custom event}}
#Click '''Save and close'''.
{{NoteFormat|
*You can specify as many conditions as you want. You must specify at least one.
|1}}
|Status=No
}}{{Section
|sectionHeading=LIMITS
|alignment=Vertical
|structuredtext=Add this to the bottom of the note in Create section when LIMITS go live:

 

*For information on the number of outcomes you can create for your organization, see {{Link-Standalone|topic=ATC/Limits}}.

 
|Status=Yes
}}{{Section
|sectionHeading=Duplicate an outcome
|anchor=Duplicate
|alignment=Horizontal
|Media=Image
|image=OutcomeDuplicate2.png
|structuredtext=To simplify the process of creating a new outcome, duplicate an existing outcome.

#Click '''Admin'''.
#Under '''Altocloud''', click '''Outcomes'''.
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcomes#View|display text=Search for the outcome you want.}}
#In the Options column, click the menu and then click '''Duplicate'''.
#Update the outcome name.
#Update {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_attributes|display text=attributes}} as necessary.
#Make any other changes. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcomes#CreateOutcome|display text=Create an outcome.}}
#Click '''Save and close'''.
{{NoteFormat|{{MINTYDOCSPRODUCT}} scores the new outcome independently from the original outcome based on visit data gathered after you save and activate the new outcome.

If you edit any of the conditions for the outcome, be sure to click the '''checkmark''' for each changed condition before you save the outcome. }}
|Status=No
}}{{Section
|sectionHeading=Edit an outcome
|anchor=Edit
|alignment=Horizontal
|Media=Image
|image=OutcomeEdit2.png
|structuredtext=#Click '''Admin'''.
#Under '''Altocloud''', click '''Outcomes'''.
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcomes#View|display text=Search for the outcome you want.}}
#In the Options column, click the menu and then click '''Edit'''.
#Make any necessary changes. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcomes#CreateOutcome|display text=Create an outcome.}}
#Click '''Save and close'''.
|Status=No
}}{{Section
|sectionHeading=Activate or deactivate an outcome
|anchor=Activate
|alignment=Horizontal
|Media=Image
|image=OutcomeDeactivatePEPC.png
|structuredtext=When you create an outcome, it is automatically activated. This means it is ready to use on your site.[[File:ActiveToggle.png]]

To determine when an outcome becomes available, use the '''Active''' switch, which appears at the bottom of the page when you create or edit an outcome.

{{NoteFormat|To permanently remove the segment, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcomes#Delete|display text=delete it}} instead.|2}}
|Status=No
}}{{Section
|sectionHeading=Delete an outcome
|anchor=Delete
|alignment=Horizontal
|Media=Image
|image=OutcomeDelete.png
|structuredtext={{NoteFormat|Deletion is permanent. To temporarily suspend the outcome from being available, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcomes#Activate|display text=deactivate it}} instead.|2}}

#Click '''Admin'''.
#Under '''Altocloud''', click '''Outcomes'''.
#{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Outcomes#View|display text=Search for the outcome you want.}}
#Under options, click '''Delete'''.
#Click '''Yes'''.
|Status=No
}}
}}