Journey map icons

This topic is part of the manual PEC-REP/Current/AgentGuide for version Current of Reporting.

About the icons

Each icon represents a type of activity that occurred during a particular session. The position of the icon on the journey map indicates the order in which the activity occurred.

Following are the types of icons that could appear:

Web messaging icons

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


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

Web chat icons


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

Form-related icons

Icon	Tooltip	Description
	Form submitted	User submitted a form.
	Form abandoned	User abandoned the form before completing it.

Journey shaping icons

Icon	Tooltip	Description
	Outcome achieved	User achieved one of your outcomes.
	Segment matched	User matched one of your segments. The color of the icon matches the color of the corresponding segment.

Miscellaneous icons

Icon	Tooltip	Description
	Searched	User searched for something on your site.
	Default	Default icon used when no other icon is applicable.

Custom event icons

Icon	Tooltip	Description
	Delivery	Delivery event occurred.
	Invoice	Invoice event occurred.
	Application	Application-related event occurred.
	Contract	Contract event occurred.
	Default Event	Default icon used for a custom event when no other icon is applicable.

Call icons


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