Difference between revisions of "ATC/Current/AdminGuide/Customer journey map"
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|sectionHeading=View a customer's journey | |sectionHeading=View a customer's journey | ||
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|sectionHeading=See point-in-time details | |sectionHeading=See point-in-time details | ||
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| − | + | |structuredtextwide=Hover over an icon to see more information about what the customer did. | |
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|sectionHeading=About icon colors | |sectionHeading=About icon colors | ||
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| + | |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(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. | <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. | ||
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| − | + | The following sections provide more details about the icon meanings. | |
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Revision as of 17:33, October 24, 2019
This topic is part of the manual Genesys Predictive Engagement Administrator's Guide for version Current of Genesys Predictive Engagement.
Contents
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
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.Chat activity icons
Content offer activity icons
Purchase-related activity icons
Form-related icons
Journey shaping icons
Miscellaenous icons
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