ATC/Current/AdminGuide/Customer journey map

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.

Prerequisites

• Configure the following permissions in PureCloud:
  • Journey > Customer > View permission (to see information about existing customers)
  • Journey > Event > View permission (to see events on the customer journey map)
  • Journey > Visit > View permission (to see live tracking information about visitors who are currently on your website)

View a customer's journey

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 Genesys Predictive Engagement while on a page
• When the customer matched segments

To see URLs instead of page titles, click URL.

See point-in-time details

Hover over an icon to see more information about what the customer did.

About icon colors

Green indicates a positive event. For example, a customer adds a product to a cart.

Blue indicates a neutral event. For example, a customer searches a page.

Red indicates a negative event. For example, a customer abandons a form.

The following sections provide more details about the icon meanings.