ATC/Current/AgentGuide/GPE Customer journey - Revision history

WikiSysop at 05:30, October 14, 2022

2022-10-14T05:30:36Z

WikiSysop at 09:00, September 20, 2022

2022-09-20T09:00:42Z

WikiSysop at 08:45, September 20, 2022

2022-09-20T08:45:36Z

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Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:28:50Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

Gayathri.jaishankar@genesys.com: Published

2021-08-10T12:13:01Z

Published

Barbara.martin@genesys.com: Published

2021-05-06T14:00:56Z

Published

Barbara.martin@genesys.com: Published

2021-05-05T15:03:32Z

Published

Barbara.martin@genesys.com: Published

2021-05-05T14:21:14Z

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Barbara.martin@genesys.com: Published

2021-04-01T17:40:49Z

Published

Barbara.martin@genesys.com: Published

2021-03-30T12:14:53Z

Published

@@ Line 3: / Line 3: @@
 |DisplayName=An agent's experience in Genesys Cloud CX
 |TocName=Genesys Cloud CX
-|Context={{BarbFeatureTemp|Feature=Single customer view}}Learn about the customer journey data that {{MintyDocsProduct}} presents to agents in Genesys Cloud CX.
+|Context=Learn about the customer journey data that {{MintyDocsProduct}} presents to agents in Genesys Cloud CX.
 |ComingSoon=No
 |Platform=GenesysCloud

@@ Line 28: / Line 28: @@
 |sectionHeading=About customer journey
 |anchor=AboutJourney
-|alignment=Horizontal
+|alignment=Vertical
 |structuredtext=Using the customer journey tab, you can view an overall summary of the different conversations you have had with the customer and the customer web visits of the websites that Genesys Predictive Engagement tracks. Customer journey information is available for conversations from the following channels:
@@ Line 60: / Line 57: @@
 *Co-browse
 *Instagram DM
+|Status=No
-To view all the conversations you have had with your customer, click the Customer journey icon:[[File:2022-09-05 08-34-38.png|55x55px|link=https://all.docs-qa.genesys.com/File:2022-09-05_08-34-38.png]]
+}}{{Section
 *The tab lists the different journeys. Click each journey item to view further details in the "Message Details" section. The message details section displays the details of the last queue and the most recent agent who last handled the interaction.

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=An agent's experience in Genesys Cloud
+|DisplayName=An agent's experience in Genesys Cloud CX
-|TocName=Genesys Cloud
+|TocName=Genesys Cloud CX
-|Context=Learn about the customer journey data that {{MintyDocsProduct}} presents to agents in Genesys Cloud.
+|Context=Learn about the customer journey data that {{MintyDocsProduct}} presents to agents in Genesys Cloud CX.
 |ComingSoon=No
 |Platform=GenesysCloud
 |Prereq='''Prerequisites'''
-*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud:]
+*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:]
 **'''Journey '''>''' Customer '''>''' View''' (to see information about existing customers)
 **'''Journey '''>''' Event '''>''' View''' (to see events on the customer journey map)
@@ Line 20: / Line 20: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext={{NoteFormat|If you are a Genesys Cloud customer, your organization might be using {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}}  instead of {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_web_chats|display text=web chat}}.|}}
+|structuredtext={{NoteFormat|If you are a Genesys Cloud CX customer, your organization might be using {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}}  instead of {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_web_chats|display text=web chat}}.|}}
 |Status=No
 }}{{Section
@@ Line 31: / Line 31: @@
 |structuredtext=If a visitor accepts a [[ATC/Current/AdminGuide/About web chats|web chat]] or [[ATC/Current/AdminGuide/About web messaging|web messaging]] offer from Genesys Predictive Engagement, customer journey information displays in the '''Interactions''' panel when you pick up the interaction. You must have the appropriate Genesys Predictive Engagement permissions to view the customer journey information.
-A customer's full contextual history displays on the '''Predictive Engagement Customer Journey''' tab in Genesys Cloud. To modify your view:
+A customer's full contextual history displays on the '''Predictive Engagement Customer Journey''' tab in Genesys Cloud CX. To modify your view:
 *Switch to a half-size or full-size view of the tab.

@@ Line 19: / Line 19: @@
 **'''Journey''' > '''Visit''' > '''View''' (to see live tracking information about visitors on your website currently)
 |Section={{Section
 |alignment=Vertical
-|structuredtext={{BarbFeatureTemp|Feature=Web messaging}}If you are a Genesys Cloud customer, your organization might be using the new {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}} feature instead of web chat.
+|structuredtext={{NoteFormat|If you are a Genesys Cloud customer, your organization might be using {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}}  instead of {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_web_chats|display text=web chat}}.|}}
 |Status=No
 }}{{Section
-|sectionHeading=Modify your view of customer journey data
+|sectionHeading=About customer journey
-|anchor=Improve
+|anchor=AboutJourney
 |alignment=Horizontal
 |Media=Image
 |image=ImproveView.png
-|structuredtext=A customer's full contextual history displays on the '''Predictive Engagement Customer Journey''' tab in Genesys Cloud. To modify your view:
+|AltText=View customer journey
 *Switch to a half-size or full-size view of the tab.
-*When you begin a phone-based interaction with a customer, verify their [https://help.mypurecloud.com/articles/?p=126005 external contact profile]. Then, {{MINTYDOCSPRODUCT}} displays all the contextual journey information for that customer.
+*When you begin a phone-based interaction with a customer, verify their [https://help.mypurecloud.com/articles/?p=126005 external contact profile]. Then, Genesys Predictive Engagement displays all the contextual journey information for that customer.
 |Status=No
 }}{{Section
-|sectionHeading=Outcome predictions and segments matched
+|sectionHeading=View journey details
-|anchor=OutcomePredictions
+|anchor=ViewJourneyDetails
 |alignment=Horizontal
 |Media=Image
-|image=01_header.png
+|image=Card expanded.png
-|structuredtext====Outcome predictions===
+|structuredtext=To see more details about a card, click it. In this view, you see the journey map.
-An outcome represents a particular goal and the colored bars represent the customer's progress toward that goal. For example, if the goal is to purchase a product, the customer's progress moves toward that goal when the customer puts an item in their shopping cart. These bars update in real time as the customer's progress changes. For more information about outcomes, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_outcomes}}.
-===Segments matched===
+{{NoteFormat|
-A segment represents a group of customers that have something in common. For example, a segment might include all customers who use the same browser or are from the same geographic region. Segments appear in the order that {{MINTYDOCSPRODUCT}} assigns them to the customer. For more information about segments, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_segments}}.
+* You can expand multiple cards simultaneously.
 |Status=No
 }}{{Section
 |sectionHeading=Session cards
@@ Line 73: / Line 68: @@
 *Segments the customer matched
 *Outcome progress during the session
 |Status=No
 }}{{Section
@@ Line 99: / Line 80: @@
 *in the "Searches performed" section of the '''Predictive Engagement Customer Journey''' tab, you can view a list of all the terms that the customer searched for during the session.
 |Status=No
 }}{{Section
 |sectionHeading=Copy activity data

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=Customer journey (Genesys Cloud)
+|DisplayName=An agent's experience in Genesys Cloud
-|TocName=Customer journey (Genesys Cloud)
+|TocName=Genesys Cloud
-|Context=Learn about the customer journey data that Genesys Cloud agents see.
+|Context=Learn about the customer journey data that {{MintyDocsProduct}} presents to agents in Genesys Cloud.
 |ComingSoon=No
 |Platform=GenesysCloud
@@ Line 19: / Line 19: @@
 **'''Journey''' > '''Visit''' > '''View''' (to see live tracking information about visitors on your website currently)
 |Section={{Section
 |sectionHeading=Modify your view of customer journey data
 |anchor=Improve
@@ Line 35: / Line 44: @@
 |Media=Image
 |image=01_header.png
-|structuredtext==== Outcome predictions ===
+|structuredtext====Outcome predictions===
 An outcome represents a particular goal and the colored bars represent the customer's progress toward that goal. For example, if the goal is to purchase a product, the customer's progress moves toward that goal when the customer puts an item in their shopping cart. These bars update in real time as the customer's progress changes. For more information about outcomes, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_outcomes}}.
-=== Segments matched ===
+===Segments matched===
 A segment represents a group of customers that have something in common. For example, a segment might include all customers who use the same browser or are from the same geographic region. Segments appear in the order that {{MINTYDOCSPRODUCT}} assigns them to the customer. For more information about segments, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_segments}}.
 |Status=No

@@ Line 9: / Line 9: @@
 *[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud:]
 **'''Journey '''>''' Event '''>''' View''' (to see events on the customer journey map)
 **'''Journey''' > '''Event Type''' > '''View''' (to see event information)
@@ Line 14: / Line 15: @@
 **'''Journey '''>''' OutcomeScores''' > '''View''' (to see real-time predictions)
 **'''Journey '''>''' Segment''' > '''View '''(to see matched segments for a visit)
-**'''Journey '''>''' Session''' > '''View '''(to see live tracking information about visitors on your website currently)
+**'''Journey '''>''' Session''' > '''View '''(to see session information)
-**'''Journey''' > '''Session Type''' > '''View''' (to see session information)
+**'''Journey''' > '''Session Type''' > '''View''' (to see session type information)
 |Section={{Section
 |sectionHeading=Modify your view of customer journey data

@@ Line 37: / Line 37: @@
 |structuredtext=An outcome represents a particular goal and the colored bars represent the customer's progress toward that goal. For example, if the goal is to purchase a product, the customer's progress moves toward that goal when the customer puts an item in their shopping cart. These bars update in real time as the customer's progress changes. For more information about outcomes, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_outcomes}}.
-A segment represents a group of customers that have something in common. For example, a segment might include all customers who use the same browser or are from the same geographic region. Segments appear in the order that {{MINTYDOCSPRODUCT}} assigns them to the customer. For more information about segments, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_segments}}.{{NoteFormat|If your organization doesn't have Genesys Predictive Engagement, segment and outcome information isn't available to display.|}}<br />
+A segment represents a group of customers that have something in common. For example, a segment might include all customers who use the same browser or are from the same geographic region. Segments appear in the order that {{MINTYDOCSPRODUCT}} assigns them to the customer. For more information about segments, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_segments}}.<br />
 |Status=No
 }}{{Section