Difference between revisions of "ATC/Current/AdminGuide/Customer journey map"

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{{Article
 
{{Article
 
|Standalone=No
 
|Standalone=No
−
|DisplayName=Visit journey map
+
|DisplayName=Visit journey map (admin view)
−
|Platform=PureEngage, PureConnect, PureCloud
 
 
|TocName=Visit journey map
 
|TocName=Visit journey map
 +
|Context=In Live Now, learn to use a graphical representation of a visitor's path through your website. This information provides the full context of a visitor's questions and can help you understand their needs. For more information about the icons, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=AboutIcons|display text=icon descriptions.}}
 +
|Dimension=JourneyData
 
|ComingSoon=No
 
|ComingSoon=No
−
|Context=In Live Now, learn to use a graphical representation of a user's path through your website. This will give you the full context of a user's questions and can help you better understand their needs.
+
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 
|Prereq='''Prerequisites'''
 
|Prereq='''Prerequisites'''
−
* [https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in PureCloud:]
+
 
−
** '''Journey '''>''' Customer''' > '''View''' permission (to see information about existing customers)
+
*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:]
−
** '''Journey '''>''' Event '''>''' View''' permission (to see events on the customer journey map)
+
**'''Journey '''>''' Customer''' > '''View''' (to see information about existing customers)
−
** '''Journey '''>''' Visit''' > ''' View '''permission (to see live tracking information about visitors who are currently on your website)
+
**'''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
 
|Section={{Section
−
|sectionHeading=View a customer's journey
+
|sectionHeading=View a visitor's journey
−
|Type=Structured
+
|anchor=ViewJourney
−
|alignment=Vertical
+
|alignment=Horizontal
 +
|Media=Image
 
|image=IconColorsSample.png
 
|image=IconColorsSample.png
−
|gif=No
+
|AltText=View journey map
 
|structuredtext=The visit journey map indicates:
 
|structuredtext=The visit journey map indicates:
−
* Which pages a customer saw and the sequence in which the customer saw them
 
−
* 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'''.
+
*Which pages a visitor saw and in what order
−
|fullwidth=No
+
*The engagement types that the visitor had with an agent or with {{MINTYDOCSPRODUCT}} while on a page
 +
*When the visitor matched segments
 +
 
 +
To see URLs instead of page titles, click '''URL'''.{{NoteFormat|If a logged-in user logs out, Predictive Engagement considers the user as a new user and creates a new journey map.|}}<br />
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
 
|sectionHeading=See point-in-time details
 
|sectionHeading=See point-in-time details
−
|Type=Structured
+
|alignment=Horizontal
−
|alignment=Vertical
+
|Media=Image
 
|image=HoverDetails2.png
 
|image=HoverDetails2.png
−
|gif=No
+
|AltText=View what a visitor did at a particular point
−
|fullwidth=Yes
+
|structuredtext=To see more information about what the visitor did, rest your mouse on an icon.
−
|structuredtextwide=Hover over an icon to see more information about what the customer did.
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=About icon colors
+
|sectionHeading=About the icons
−
|Type=Structured
+
|anchor=AboutIcons
−
|alignment=Vertical
+
|alignment=Horizontal
 +
|Media=Image
 
|image=IconColors.png
 
|image=IconColors.png
−
|gif=No
+
|structuredtext=Icon descriptions:
−
|fullwidth=Yes
 
−
|structuredtextwide=<span style="color: rgb(85, 135, 19);" data-mce-style="color: #558713;">Green</span> indicates a positive event. For example, a customer adds a product to a cart.
 
−
 
 
−
<span style="color: rgb(0, 0, 255);" data-mce-style="color: #0000ff;">Blue</span> indicates a neutral event. For example, a customer searches a page.
 
−
 
 
−
<span style="color: rgb(255, 0, 0);" data-mce-style="color: #ff0000;">Red</span> indicates a negative event. For example, a customer abandons a form.
 
  
−
The following sections provide more details about the icon meanings.
+
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=MessagingIcons|display text=Messaging activity icons}}
 +
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=ChatActivityIcons|display text=Chat 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=PurchaseIcons|display text=Purchase activity icons}}
 +
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=JourneyIcons|display text=Journey shaping icons}}
 +
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=JourneyIcons|display text=Miscellaneous icons}}
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Chat activity icons
+
|sectionHeading=Messaging icons
−
|Type=Structured
+
|anchor=MessagingIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|image=ChatIconsSummary.png
+
|structuredtext=This section only applies to Genesys Cloud CX customers using {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}}.
−
|gif=No
+
{{{!}} class="wikitable"
−
|fullwidth=No
+
{{!}}+
 +
!Icon
 +
!Tooltip
 +
!Description
 +
{{!}}-
 +
{{!}}[[File:Chat offered.png{{!}}frameless{{!}}50x50px]]
 +
{{!}}Messaging offered
 +
{{!}}{{MINTYDOCSPRODUCT}} offered messaging to the visitor.
 +
{{!}}-
 +
{{!}}[[File:Chat accepted.png{{!}}left{{!}}frameless{{!}}50x50px]]
 +
{{!}}Messaging accepted
 +
{{!}}Visitor accepted the messaging offer.
 +
{{!}}-
 +
{{!}}[[File:Chat requested.png{{!}}frameless{{!}}50x50px]]
 +
{{!}}Messaging requested
 +
{{!}}Visitor requested messaging.
 +
{{!}}-
 +
{{!}}[[File:Chat rejected.png{{!}}left{{!}}frameless{{!}}50x50px]]
 +
{{!}}Messaging rejected
 +
{{!}}Visitor rejected the messaging offer.
 +
{{!}}-
 +
{{!}}[[File:Chat timed out.png{{!}}left{{!}}frameless{{!}}50x50px]]
 +
{{!}}Messaging timed out
 +
{{!}}Messaging offer timed out before the visitor responded.
 +
{{!}}-
 +
{{!}}[[File:Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 +
{{!}}Messaging ignored
 +
{{!}}Visitor left the website before responding to the messaging offer.
 +
{{!}}}
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Content offer activity icons
+
|sectionHeading=Chat icons
−
|Type=Structured
+
|anchor=ChatActivityIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|image=ContentIconsSummary.png
+
|structuredtext=This section only applies to customers using {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_chats|display text=web chat}}.
−
|gif=No
+
{{{!}} class="wikitable"
−
|fullwidth=No
+
{{!}}+
 +
!Icon
 +
!Tooltip
 +
!Description
 +
{{!}}-
 +
{{!}}[[File:Chat offered.png{{!}}frameless{{!}}50x50px]]
 +
{{!}}Chat offered
 +
{{!}}{{MINTYDOCSPRODUCT}} offered a chat to the visitor.
 +
{{!}}-
 +
{{!}}[[File:Chat accepted.png{{!}}left{{!}}frameless{{!}}50x50px]]
 +
{{!}}Chat accepted
 +
{{!}}Visitor accepted the offer to chat.
 +
{{!}}-
 +
{{!}}[[File:Chat requested.png{{!}}frameless{{!}}50x50px]]
 +
{{!}}Chat requested
 +
{{!}}Visitor requested a chat.
 +
{{!}}-
 +
{{!}}[[File:Chat rejected.png{{!}}left{{!}}frameless{{!}}50x50px]]
 +
{{!}}Chat rejected
 +
{{!}}Visitor rejected the offer to chat.
 +
{{!}}-
 +
{{!}}[[File:Chat timed out.png{{!}}left{{!}}frameless{{!}}50x50px]]
 +
{{!}}Chat timed out
 +
{{!}}Offer to chat timed out before the visitor responded.
 +
{{!}}-
 +
{{!}}[[File:Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 +
{{!}}Chat ignored
 +
{{!}}Visitor left the website before responding to the chat offer.
 +
{{!}}}
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Purchase-related activity icons
+
|sectionHeading=Content offer icons
−
|Type=Structured
+
|anchor=ContentActivityIcons
 +
|alignment=Vertical
 +
|structuredtext=<br />
 +
{{{!}} class="wikitable"
 +
!Icon
 +
!Tooltip
 +
!Description
 +
{{!}}-
 +
{{!}}[[File:Content offer offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
 +
{{!}}Content offer offered
 +
{{!}}{{MINTYDOCSPRODUCT}} presented a content offer to the visitor.
 +
{{!}}-
 +
{{!}}[[File:Content offer opened.png{{!}}left{{!}}frameless{{!}}50x50px]]
 +
{{!}}Content offer accepted
 +
{{!}}Visitor accepted the content offer.
 +
{{!}}-
 +
{{!}}[[File:Content offer closed.png{{!}}left{{!}}frameless{{!}}50x50px]]
 +
{{!}}Content offer rejected
 +
{{!}}Visitor rejected the content offer.
 +
{{!}}-
 +
{{!}}[[File:Content offer timed out.png{{!}}left{{!}}frameless{{!}}50x50px]]
 +
{{!}}Content offer timed out
 +
{{!}}Content offer timed out before the visitor responded.
 +
{{!}}-
 +
{{!}}[[File:Content offer ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 +
{{!}}Content offer ignored
 +
{{!}}Visitor left the website before responding to the content offer.
 +
{{!}}}
 +
|Status=Yes
 +
}}{{Section
 +
|sectionHeading=Form-related icons
 +
|anchor=FormIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|image=ProductIcons.png
+
|structuredtext=<br />
−
|gif=No
+
{{{!}} class="wikitable"
−
|fullwidth=No
+
!Icon
 +
!Tooltip
 +
!Description
 +
{{!}}-
 +
{{!}}[[File:Form submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Form_submitted.png]]
 +
{{!}}Form submitted
 +
{{!}}Visitor submitted a form.
 +
{{!}}-
 +
{{!}}[[File:Form abandoned.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Form_abandoned.png]]
 +
{{!}}Form abandoned
 +
{{!}}Visitor abandoned the form before completing it.
 +
{{!}}}
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Form-related icons
+
|sectionHeading=Purchase-related icons
−
|Type=Structured
+
|anchor=PurchaseIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|image=FormActionIcons.png
+
|structuredtext=<br />
−
|gif=No
+
{{{!}} class="wikitable"
−
|fullwidth=No
+
!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
 +
{{!}}Visitor 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
 +
{{!}}Visitor 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
 +
{{!}}Visitor completed the checkout transaction.
 +
{{!}}}
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
 
|sectionHeading=Journey shaping icons
 
|sectionHeading=Journey shaping icons
−
|Type=Structured
+
|anchor=JourneyIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|image=JourneyActivityIcons.png
+
|structuredtext=<br />
−
|gif=No
+
{{{!}} class="wikitable"
−
|fullwidth=No
+
!Icon
 +
!Tooltip
 +
!Description
 +
{{!}}-
 +
{{!}}[[File:Outcome achieved.png{{!}}left{{!}}frameless{{!}}50x50px]]
 +
{{!}}Outcome achieved
 +
{{!}}Visitor achieved one of your outcomes.
 +
{{!}}-
 +
{{!}}[[File:Segment matched.png{{!}}left{{!}}frameless{{!}}50x50px]]
 +
{{!}}Segment matched
 +
{{!}}Visitor matched one of your segments.
 +
{{!}}}
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
 
|sectionHeading=Miscellaenous icons
 
|sectionHeading=Miscellaenous icons
−
|Type=Structured
+
|anchor=MiscIcons
−
|alignment=Horizontal
+
|alignment=Vertical
−
|image=MiscIcons.png
+
|structuredtext=<br />
−
|gif=No
+
{{{!}} class="wikitable"
−
|fullwidth=No
+
!Icon
 +
!Tooltip
 +
!Description
 +
{{!}}-
 +
{{!}}[[File:Page viewed.png{{!}}left{{!}}frameless{{!}}50x50px]]
 +
{{!}}Page viewed
 +
{{!}}Visitor viewed the page.{{NoteFormat|It's possible for a web session card to have multiple page titles with the same name. If the URL of a page changes, a new line will form on the web session card and the URL will update. We aren’t facilitating dynamic values within a page if a visitor reloads the page.|}}<br />
 +
{{!}}-
 +
{{!}}[[File:Search.png{{!}}frameless{{!}}50x50px]]
 +
{{!}}Searched
 +
{{!}}Visitor 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
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Latest revision as of 12:53, April 26, 2022

This topic is part of the manual Genesys Predictive Engagement Administrator's Guide for version Current of Genesys Predictive Engagement.

In Live Now, learn to use a graphical representation of a visitor's path through your website. This information provides the full context of a visitor's questions and can help you understand their needs. For more information about the icons, see icon descriptions.

Prerequisites

  • 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)
    • Journey > Visit > View (to see live tracking information about visitors who are currently on your website)

View a visitor's journey

View journey map

The visit journey map indicates:

  • Which pages a visitor saw and in what order
  • The engagement types that the visitor had with an agent or with Genesys Predictive Engagement while on a page
  • When the visitor matched segments
To see URLs instead of page titles, click URL.
Important
If a logged-in user logs out, Predictive Engagement considers the user as a new user and creates a new journey map.

See point-in-time details

View what a visitor did at a particular point

To see more information about what the visitor did, rest your mouse on an icon.

About the icons

Icon descriptions:

Messaging icons

This section only applies to Genesys Cloud CX customers using web messaging.

Icon Tooltip Description
Chat offered.png Messaging offered Genesys Predictive Engagement offered messaging to the visitor.
Chat accepted.png
 Messaging accepted Visitor accepted the messaging offer.
Chat requested.png Messaging requested Visitor requested messaging.
Chat rejected.png
 Messaging rejected Visitor rejected the messaging offer.
Chat timed out.png
 Messaging timed out Messaging offer timed out before the visitor responded.
Chat ignored.png
 Messaging ignored Visitor left the website before responding to the messaging offer.

Chat icons

This section only applies to customers using web chat.

Icon Tooltip Description
Chat offered.png Chat offered Genesys Predictive Engagement offered a chat to the visitor.
Chat accepted.png
 Chat accepted Visitor accepted the offer to chat.
Chat requested.png Chat requested Visitor requested a chat.
Chat rejected.png
 Chat rejected Visitor rejected the offer to chat.
Chat timed out.png
 Chat timed out Offer to chat timed out before the visitor responded.
Chat ignored.png
 Chat ignored Visitor left the website before responding to the chat offer.

Content offer icons


Icon Tooltip Description
Content offer offered.png
 Content offer offered Genesys Predictive Engagement presented a content offer to the visitor.
Content offer opened.png
 Content offer accepted Visitor accepted the content offer.
Content offer closed.png
 Content offer rejected Visitor rejected the content offer.
Content offer timed out.png
 Content offer timed out Content offer timed out before the visitor responded.
Content offer ignored.png
 Content offer ignored Visitor left the website before responding to the content offer.

Form-related icons


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

Purchase-related icons


Icon Tooltip Description
Product added to cart.png
 Product added to cart Visitor added a product to their shopping cart.
Product removed from cart.png
 Product removed from cart Visitor removed a product from their shopping cart.
Checkout successful.png Checkout complete Visitor completed the checkout transaction.

Journey shaping icons


Icon Tooltip Description
Outcome achieved.png
 Outcome achieved Visitor achieved one of your outcomes.
Segment matched.png
 Segment matched Visitor matched one of your segments.

Miscellaenous icons


Icon Tooltip Description
Page viewed.png
 Page viewed Visitor viewed the page.
Important
It's possible for a web session card to have multiple page titles with the same name. If the URL of a page changes, a new line will form on the web session card and the URL will update. We aren’t facilitating dynamic values within a page if a visitor reloads the page.

Search.png Searched Visitor searched for something on your site.
DefaultATC.png
 Default Default icon used when no other icon is applicable.
Error.png
 Error An error occurred.
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