Difference between revisions of "ATC/Current/AgentGuide/Map icons"

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{{Article
 
{{Article
 
|Standalone=No
 
|Standalone=No
−
|DisplayName=Journey map icons (PureCloud)
+
|DisplayName=Journey map icons
−
|TocName=Journey map icons (PureCloud)
+
|TocName=Journey map icons
−
|Context=Learn about the icons that PureCloud agents see when they review the customer journey map for a user.
+
|Context=Learn about the icons that could appear on the visitor journey map.
−
|ComingSoon=Yes
+
|ComingSoon=No
−
|Platform=PureCloud
+
|Platform=GenesysEngage-onpremises, PureConnect, GenesysCloud
−
|Prereq=
 
 
|Section={{Section
 
|Section={{Section
 
|sectionHeading=About the icons
 
|sectionHeading=About the icons
 
|anchor=AboutMapIcons
 
|anchor=AboutMapIcons
−
|alignment=Horizontal
+
|alignment=Vertical
−
|Media=Image
+
|structuredtext=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.
−
|image=AI197IconColors.png
 
−
|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:
+
Following are the types of icons that could appear:
  
−
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=ChatActivityIcons|display text=Chat icons}}
+
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=WebMessaging|display text=Web messaging}}
−
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=ContentActivityIcons|display text=Content offer activity icons}}
+
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=ChatActivityIcons|display text=Web chat}}
−
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=FormIcons|display text=Form activity icons}}
+
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=FormIcons|display text=Form activity}}
−
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=PurchaseIcons|display text=Purchase activity icons}}
+
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=JourneyIcons|display text=Journey shaping}}
−
*{{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}}
−
*{{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 events}}
−
|structuredtextwide=
+
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=CallIcons|display text=Call}}
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Call icons
+
|sectionHeading=Web messaging icons
−
|anchor=CallIcons
+
|anchor=WebMessaging
 
|alignment=Vertical
 
|alignment=Vertical
−
|Media=
+
|structuredtext=These icons are only available to Genesys Cloud CX customers who are participating in the beta release for identity stitching.
−
|image=
 
−
|structuredtext=<br />
 
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
 +
{{!}}+
 
!Icon
 
!Icon
−
!Tooltip
+
!Name
 
!Description
 
!Description
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_inbound-call.png{{!}}link=https://all.docs.genesys.com/File:Agent_inbound-call.png]]
+
{{!}}[[File:Cjv-webchat-accept.png{{!}}70x70px{{!}}link=https://all.docs.genesys.com/File:Cjv-webchat-accept.png70x70px]]
−
{{!}}Inbound call
+
{{!}}Messaging offer accepted
−
{{!}}A user called an agent.
+
{{!}}Website visitor accepted the messaging offer.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_Outbound-call.png{{!}}link=https://all.docs.genesys.com/File:Agent_Outbound-call.png]]
+
{{!}}[[File:Cjv-webchat-error.png{{!}}70x70px{{!}}link=https://all.docs.genesys.com/File:Cjv-webchat-error.png70x70px]]
−
{{!}}Outbound call
+
{{!}}Messenger error
−
{{!}}An agent called a user.
+
{{!}}Messenger experience an error.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_Call connected.png{{!}}link=https://all.docs.genesys.com/File:Agent_Call connected.png]]
+
{{!}}[[File:Cjv-webchat-ignored.png{{!}}70x70px{{!}}link=https://all.docs.genesys.com/File:Cjv-webchat-ignored.png70x70px]]
−
{{!}}Call connected
+
{{!}}Messaging offer ignored
−
{{!}}The call between the agent and user connected.
+
{{!}}Website visitor left your website before responding to the messaging offer.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_Call scheduled.png{{!}}link=https://all.docs.genesys.com/File:Agent_Call scheduled.png]]
+
{{!}}[[File:Cjv-webchat-offered.png{{!}}70x70px{{!}}link=https://all.docs.genesys.com/File:Cjv-webchat-offered.png70x70px]]
−
{{!}}Call scheduled
+
{{!}}Messaging interaction offered
−
{{!}}A user scheduled a call.
+
{{!}}Predictive engagement presented a messaging offer to the website visitor.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_Call wrap up.png{{!}}link=https://all.docs.genesys.com/File:Agent_Call wrap up.png]]
+
{{!}}[[File:Cjv-webchat-rejected.png{{!}}70x70px{{!}}link=https://all.docs.genesys.com/File:Cjv-webchat-rejected.png70x70px]]
−
{{!}}Call wrap-up
+
{{!}}Messaging offer rejected
−
{{!}}The agent assigned a wrap-up code to the call.
+
{{!}}Website visitor rejected the messaging offer.
 
{{!}}}
 
{{!}}}
−
|structuredtextwide=
+
|Status=No
−
|FAQHeading=
 
−
|Status=Yes
 
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Chat icons
+
|sectionHeading=Web chat icons
 
|anchor=ChatActivityIcons
 
|anchor=ChatActivityIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|Media=
+
|structuredtext={{{!}} class="wikitable"
−
|image=
 
−
|structuredtext=<br />
 
−
{{{!}} class="wikitable"
 
 
{{!}}+
 
{{!}}+
 
!Icon
 
!Icon
Line 75: Line 65:
 
{{!}}-
 
{{!}}-
  
−
{{!}}[[File:Agent Chat offered.png{{!}}left{{!}}frameless{{!}}50x50px]]  
+
{{!}}[[File:cjv-webchat-offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat offered
 
{{!}}Chat offered
 
{{!}}{{MINTYDOCSPRODUCT}} offered a chat to the user.
 
{{!}}{{MINTYDOCSPRODUCT}} offered a chat to the user.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent 197 Chat accepted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent 197 Chat accepted.png]]
+
{{!}}[[File:cjv-webchat-accept.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-accept.png]]
 
{{!}}Chat accepted
 
{{!}}Chat accepted
−
{{!}}The user accepted the offer to chat.
+
{{!}}User accepted the offer to chat.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_Chat form complete.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Chat form complete.png]]
+
{{!}}[[File:cjv-webchat-submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-submitted.png]]
 
{{!}}Chat form completed
 
{{!}}Chat form completed
−
{{!}}The user requested a chat.
+
{{!}}User completed the form to request a chat.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent Chat rejected.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent Chat rejected.png]]
+
{{!}}[[File:cjv-webchat-rejected.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-rejected.png]]
 
{{!}}Chat rejected
 
{{!}}Chat rejected
−
{{!}}The user rejected the offer to chat.
+
{{!}}User rejected the offer to chat.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_Chat timed out.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Chat timed out.png]]
+
{{!}}[[File:cjv-webchat-timeout.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-timeout.png]]
 
{{!}}Chat timed out
 
{{!}}Chat timed out
−
{{!}}The offer to chat timed out before the user responded.
+
{{!}}Offer to chat timed out before the user responded.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Chat ignored.png]]
+
{{!}}[[File:cjv-webchat-ignored.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-ignored.png]]
 
{{!}}Chat ignored
 
{{!}}Chat ignored
−
{{!}}The user left the website before responding to the chat offer.
+
{{!}}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.
 
{{!}}}
 
{{!}}}
−
|structuredtextwide=
+
<br />
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Content offer icons
+
|sectionHeading=Form-related icons
−
|anchor=ContentActivityIcons
+
|anchor=FormIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|Media=
+
|structuredtext=<br />
−
|image=
 
−
|structuredtext=<br />{{ComingSoon}}
 
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
 
!Icon
 
!Icon
Line 114: Line 105:
 
!Description
 
!Description
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_Content offer offered.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Content_offer_offered.png]]
+
{{!}}[[File:cjv-form-submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-form-submitted.png]]
−
{{!}}Content offer offered
+
{{!}}Form submitted
−
{{!}}{{MINTYDOCSPRODUCT}} presented a content offer to the user.
+
{{!}}User submitted a form.
 +
 
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_content offer accepted.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_content offer accepted.png]]
+
{{!}}[[File:cjv-form-abandon.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-form-abandon.png]]
−
{{!}}Content offer accepted
+
{{!}}Form abandoned
−
{{!}}The user accepted the content offer.
+
{{!}}User abandoned the form before completing it.
−
{{!}}-
 
−
{{!}}[[File:Agent_Content offer rejected.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Content offer rejected.png]]
 
−
{{!}}Content offer rejected
 
−
{{!}}The user rejected the content offer.
 
−
{{!}}-
 
−
{{!}}[[File:Agent_Content offer timed out.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Content_offer_timed_out.png]]
 
−
{{!}}Content offer timed out
 
−
{{!}}The content offer timed out before the user responded.
 
−
{{!}}-
 
−
{{!}}[[File:Agent_Content offer ignored.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Content_offer_ignored.png]]
 
−
{{!}}Content offer ignored
 
−
{{!}}The user left the website before responding to the content offer.
 
 
{{!}}}
 
{{!}}}
−
|structuredtextwide=
 
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Form-related icons
+
|sectionHeading=Journey shaping icons
−
|anchor=FormIcons
+
|anchor=JourneyIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|Media=
 
−
|image=
 
 
|structuredtext=<br />
 
|structuredtext=<br />
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
Line 149: Line 125:
 
!Description
 
!Description
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_Application form submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Application form submitted.png]]
+
{{!}}[[File:cjv_outcome-achieved.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv_outcome-achieved.png]]
−
{{!}}Form submitted
+
{{!}}Outcome achieved
−
{{!}}The user submitted a form.
+
{{!}}User achieved one of your outcomes.
−
 
 
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_Application form started.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Application form started.png]]
+
{{!}}[[File:cjv-segment.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-segment.png]]
−
{{!}}Form started
+
{{!}}Segment matched
−
{{!}}The user started completing a form.
+
{{!}}User matched one of your segments. The color of the icon matches the color of the corresponding segment.
−
 
 
−
{{!}}-
 
−
{{!}}[[File:Agent_Form abandoned.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Form_abandoned.png]]
 
−
{{!}}Form abandoned
 
−
{{!}}The user navigated away from a form before completing it.
 
 
{{!}}}
 
{{!}}}
−
|structuredtextwide=
 
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Purchase-related icons
+
|sectionHeading=Miscellaneous icons
−
|anchor=PurchaseIcons
+
|anchor=MiscIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|Media=
 
−
|image=
 
 
|structuredtext=<br />
 
|structuredtext=<br />
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
Line 178: Line 144:
 
!Description
 
!Description
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Product added to cart.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Product_added_to_cart.png]]
+
{{!}}[[File:cjv-search.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-search.png]]
−
{{!}}Product added to cart
+
{{!}}Searched
−
{{!}}The user added a product to their shopping cart.
+
{{!}}User searched for something on your site.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Product removed from cart.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Product_removed_from_cart.png]]
+
{{!}}[[File:Default_Event.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Default_Event.png]]
−
{{!}}Product removed from cart
+
{{!}}Default
−
{{!}}The user removed a product from their shopping cart.
+
{{!}}Default icon used when no other icon is applicable.
−
{{!}}-
 
−
{{!}}[[File:Checkout successful.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Checkout_successful.png]]
 
−
{{!}}Checkout complete
 
−
{{!}}The user completed the checkout transaction.
 
 
{{!}}}
 
{{!}}}
−
|structuredtextwide=
 
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Journey shaping icons
+
|sectionHeading=Custom event icons
−
|anchor=JourneyIcons
+
|anchor=CustomEvents
 
|alignment=Vertical
 
|alignment=Vertical
−
|Media=
 
−
|image=
 
 
|structuredtext=<br />
 
|structuredtext=<br />
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
Line 205: Line 163:
 
!Description
 
!Description
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_Outcome achieved.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Outcome_achieved.png]]
+
{{!}}[[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]]
−
{{!}}Outcome achieved
+
{{!}}Delivery
−
{{!}}The user achieved one of your outcomes.
+
{{!}}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:Agent_Segment match circle.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Segment match circle.png]]
+
{{!}}[[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]]
−
{{!}}Segment matched
+
{{!}}Default Event
−
{{!}}The user matched one of your segments. The color of the icon matches the color of the corresponding segment.
+
{{!}}Default icon used for a custom event when no other icon is applicable.
 
{{!}}}
 
{{!}}}
−
|structuredtextwide=
+
<br />
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Miscellaneous icons
+
|sectionHeading=Call icons
−
|anchor=MiscIcons
+
|anchor=CallIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|Media=
 
−
|image=
 
 
|structuredtext=<br />
 
|structuredtext=<br />
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
 +
{{!}}+
 
!Icon
 
!Icon
−
!Tooltip
+
!Name
 
!Description
 
!Description
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Page viewed.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Page_viewed.png]]
+
{{!}}[[File:CallAbandonedIcon.png{{!}}70x70px{{!}}link=https://all.docs.genesys.com/File:CallAbandonedIcon.png70x70px]]
−
{{!}}Page viewed
+
{{!}}Abandoned
−
{{!}}The user viewed the page.
+
{{!}}Customer abandoned the call.
 +
{{!}}-
 +
{{!}}[[File:InboundCallIcon2.png{{!}}70x70px{{!}}link=https://all.docs.genesys.com/File:InboundCallIcon2.png70x70px]]
 +
{{!}}Inbound call
 +
{{!}}Agent received an inbound call.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Search.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Search.png]]
+
{{!}}[[File:CallOnHoldIcon.png{{!}}80x80px{{!}}link=https://all.docs.genesys.com/File:CallOnHoldIcon.png80x80px]]
−
{{!}}Searched
+
{{!}}On hold
−
{{!}}The user searched for something on your site.
+
{{!}}Agent placed the call on hold.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:DefaultATC.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:DefaultATC.png]]
+
{{!}}[[File:OutboundCallIcon.png{{!}}70x70px{{!}}link=https://all.docs.genesys.com/File:OutboundCallIcon.png70x70px]]
−
{{!}}Default
+
{{!}}Outbound call
−
{{!}}This icon is used for events that do not have an icon.
+
{{!}}Agent placed an outbound call.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Error.png{{!}}left{{!}}frameless{{!}}56x56px{{!}}link=https://all.docs.genesys.com/File:Error.png]]
+
{{!}}[[File:CallTransferredIcon.png{{!}}70x70px{{!}}link=https://all.docs.genesys.com/File:CallTransferredIcon.png70x70px]]
−
{{!}}Error
+
{{!}}Transferred
−
{{!}}This icon appears when an error occurs.
+
{{!}}Agent transferred the call.
 
{{!}}}
 
{{!}}}
−
|structuredtextwide=
 
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Latest revision as of 12:00, March 20, 2023

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

Learn about the icons that could appear on the visitor journey map.

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
Cjv-webchat-accept.png Messaging offer accepted Website visitor accepted the messaging offer.
Cjv-webchat-error.png Messenger error Messenger experience an error.
Cjv-webchat-ignored.png Messaging offer ignored Website visitor left your website before responding to the messaging offer.
Cjv-webchat-offered.png Messaging interaction offered Predictive engagement presented a messaging offer to the website visitor.
Cjv-webchat-rejected.png Messaging offer rejected Website visitor rejected the messaging offer.

Web chat icons

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


Form-related icons


Icon Tooltip Description
Cjv-form-submitted.png Form submitted User submitted a form.
Cjv-form-abandon.png Form abandoned User abandoned the form before completing it.

Journey shaping icons


Icon Tooltip Description
Cjv outcome-achieved.png
 Outcome achieved User achieved one of your outcomes.
Cjv-segment.png
 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
Cjv-search.png Searched User searched for something on your site.
Default Event.png
 Default Default icon used when no other icon is applicable.

Custom event icons


Icon Tooltip Description
Cc-delivery.png
 Delivery Delivery event occurred.
Cc-finance.invoice.png Invoice Invoice event occurred.
Cc-generic-application.png
 Application Application-related event occurred.
Cc-policy-contract.png
 Contract Contract event occurred.
Default Event.png
 Default Event Default icon used for a custom event when no other icon is applicable.


Call icons


Icon Name Description
CallAbandonedIcon.png Abandoned Customer abandoned the call.
InboundCallIcon2.png Inbound call Agent received an inbound call.
CallOnHoldIcon.png On hold Agent placed the call on hold.
OutboundCallIcon.png Outbound call Agent placed an outbound call.
CallTransferredIcon.png Transferred Agent transferred the call.
Retrieved from "https://all.docs.genesys.com/ATC/Current/AgentGuide/Map_icons (2025-06-19 06:53:40)"
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