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

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|DisplayName=Visit journey map (admin view)
 
|DisplayName=Visit journey map (admin view)
 
|TocName=Visit journey map
 
|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}}.
+
|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
 
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 
|Prereq='''Prerequisites'''
 
|Prereq='''Prerequisites'''
  
−
*[https://help.mypurecloud.com/articles/altocloud-permissions-overview 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 '''>''' Customer''' > '''View''' (to see information about existing customers)
 
**'''Journey '''>''' Event '''>''' View''' (to see events on the customer journey map)
 
**'''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)
 
**'''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
−
|alignment=Vertical
+
|anchor=ViewJourney
−
|structuredtext=[[File:IconColorsSample.png]]
+
|alignment=Horizontal
 +
|Media=Image
 +
|image=IconColorsSample.png
 +
|AltText=View journey map
 +
|structuredtext=The visit journey map indicates:
  
−
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 {{MINTYDOCSPRODUCT}} while on a page
 +
*When the visitor matched segments
  
−
*Which pages a customer saw and in what order
+
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 />
−
*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
 
|Status=No
 
}}{{Section
 
}}{{Section
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|Media=Image
 
|Media=Image
 
|image=HoverDetails2.png
 
|image=HoverDetails2.png
−
|structuredtext=To see more information about what the customer did, rest your mouse on an icon .
+
|AltText=View what a visitor did at a particular point
 +
|structuredtext=To see more information about what the visitor did, rest your mouse on an icon.
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|structuredtext=Icon descriptions:
 
|structuredtext=Icon descriptions:
  
 +
*{{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=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=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=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 shaping 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=JourneyIcons|display text=MIscellaneous icons}}
+
|Status=No
−
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=WebhookICons|display text=Webhook icons}}
+
}}{{Section
 +
|sectionHeading=Messaging icons
 +
|anchor=MessagingIcons
 +
|alignment=Vertical
 +
|structuredtext=This section only applies to Genesys Cloud CX customers using {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}}.
 +
{{{!}} class="wikitable"
 +
{{!}}+
 +
!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
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|anchor=ChatActivityIcons
 
|anchor=ChatActivityIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|structuredtext=<br />
+
|structuredtext=This section only applies to customers using {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_chats|display text=web chat}}.
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
 
{{!}}+
 
{{!}}+
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{{!}}[[File:Chat offered.png{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat offered.png{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat offered
 
{{!}}Chat offered
−
{{!}}{{MINTYDOCSPRODUCT}} offered a chat to the user.
+
{{!}}{{MINTYDOCSPRODUCT}} offered a chat to the visitor.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat accepted.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat accepted.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat accepted
 
{{!}}Chat accepted
−
{{!}}User accepted the offer to chat.
+
{{!}}Visitor accepted the offer to chat.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat requested.png{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat requested.png{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat requested
 
{{!}}Chat requested
−
{{!}}User requested a chat.
+
{{!}}Visitor requested a chat.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat rejected.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat rejected.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat rejected
 
{{!}}Chat rejected
−
{{!}}User rejected the offer to chat.
+
{{!}}Visitor rejected the offer to chat.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat timed out.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat timed out.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat timed out
 
{{!}}Chat timed out
−
{{!}}Offer to chat timed out before the user responded.
+
{{!}}Offer to chat timed out before the visitor responded.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat ignored
 
{{!}}Chat ignored
−
{{!}}User left the website before responding to the chat offer.
+
{{!}}Visitor left the website before responding to the chat offer.
 
{{!}}}
 
{{!}}}
 
|Status=No
 
|Status=No
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|anchor=ContentActivityIcons
 
|anchor=ContentActivityIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|structuredtext={{ComingSoon}}<br />
+
|structuredtext=<br />
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
 
!Icon
 
!Icon
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{{!}}[[File:Content offer offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Content offer offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Content offer offered
 
{{!}}Content offer offered
−
{{!}}{{MINTYDOCSPRODUCT}} presented a content offer to the user.
+
{{!}}{{MINTYDOCSPRODUCT}} presented a content offer to the visitor.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Content offer opened.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Content offer opened.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Content offer accepted
 
{{!}}Content offer accepted
−
{{!}}User accepted the content offer.
+
{{!}}Visitor accepted the content offer.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Content offer closed.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Content offer closed.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Content offer rejected
 
{{!}}Content offer rejected
−
{{!}}User rejected the content offer.
+
{{!}}Visitor rejected the content offer.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Content offer timed out.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Content offer timed out.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Content offer timed out
 
{{!}}Content offer timed out
−
{{!}}Content offer timed out before the user responded.
+
{{!}}Content offer timed out before the visitor responded.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Content offer ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Content offer ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Content offer ignored
 
{{!}}Content offer ignored
−
{{!}}User left the website before responding to the content offer.
+
{{!}}Visitor left the website before responding to the content offer.
 
{{!}}}
 
{{!}}}
 
|Status=Yes
 
|Status=Yes
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{{!}}[[File:Form submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Form_submitted.png]]
 
{{!}}[[File:Form submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Form_submitted.png]]
 
{{!}}Form submitted
 
{{!}}Form submitted
−
{{!}}User submitted a form.
+
{{!}}Visitor submitted a form.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Form abandoned.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Form_abandoned.png]]
 
{{!}}[[File:Form abandoned.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Form_abandoned.png]]
 
{{!}}Form abandoned
 
{{!}}Form abandoned
−
{{!}}User abandoned the form before completing it.
+
{{!}}Visitor abandoned the form before completing it.
 
{{!}}}
 
{{!}}}
 
|Status=No
 
|Status=No
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{{!}}[[File:Product added to cart.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Product_added_to_cart.png]]
 
{{!}}[[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
 
{{!}}Product added to cart
−
{{!}}User added a product to their shopping 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]]
 
{{!}}[[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
 
{{!}}Product removed from cart
−
{{!}}User removed a product from their shopping 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]]
 
{{!}}[[File:Checkout successful.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Checkout_successful.png]]
 
{{!}}Checkout complete
 
{{!}}Checkout complete
−
{{!}}User completed the checkout transaction.
+
{{!}}Visitor completed the checkout transaction.
 
{{!}}}
 
{{!}}}
 
|Status=No
 
|Status=No
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{{!}}[[File:Outcome achieved.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Outcome achieved.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Outcome achieved
 
{{!}}Outcome achieved
−
{{!}}User achieved one of your outcomes.
+
{{!}}Visitor achieved one of your outcomes.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Segment matched.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Segment matched.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Segment matched
 
{{!}}Segment matched
−
{{!}}User matched one of your segments.
+
{{!}}Visitor matched one of your segments.
 
{{!}}}
 
{{!}}}
 
|Status=No
 
|Status=No
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{{!}}[[File:Page viewed.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Page viewed.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Page viewed
 
{{!}}Page viewed
−
{{!}}User viewed the page.
+
{{!}}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]]
 
{{!}}[[File:Search.png{{!}}frameless{{!}}50x50px]]
 
{{!}}Searched
 
{{!}}Searched
−
{{!}}User searched for something on your site.
+
{{!}}Visitor searched for something on your site.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:DefaultATC.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:DefaultATC.png{{!}}left{{!}}frameless{{!}}50x50px]]
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{{!}}[[File:Error.png{{!}}left{{!}}frameless{{!}}56x56px]]
 
{{!}}[[File:Error.png{{!}}left{{!}}frameless{{!}}56x56px]]
 
{{!}}Error
 
{{!}}Error
−
{{!}}An error occurred.  
+
{{!}}An error occurred.
 
{{!}}}
 
{{!}}}
 
|Status=No
 
|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
 
 
}}
 
}}
 
}}
 
}}

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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