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

From Genesys Documentation
Jump to: navigation, search
(Published)
(Published)
Line 35: Line 35:
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=About icon colors
+
|sectionHeading=About the icons
 
|Type=Structured
 
|Type=Structured
−
|alignment=Vertical
+
|alignment=Horizontal
 
|image=IconColors.png
 
|image=IconColors.png
 
|gif=No
 
|gif=No
−
|fullwidth=Yes
+
|structuredtext=Click these links for a description of the icons:
−
|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.
+
* {{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}}
−
<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.
+
* {{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}}
−
<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.
+
* {{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}}
−
The following sections provide more details about the icon meanings.
+
|fullwidth=No
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
 
|sectionHeading=Chat activity icons
 
|sectionHeading=Chat activity icons
 
|Type=Structured
 
|Type=Structured
 +
|anchor=ChatActivityIcons
 
|alignment=Vertical
 
|alignment=Vertical
 
|image=ChatIconsSummary.png
 
|image=ChatIconsSummary.png
Line 60: Line 61:
 
|sectionHeading=Content offer activity icons
 
|sectionHeading=Content offer activity icons
 
|Type=Structured
 
|Type=Structured
 +
|anchor=ContentActivityIcons
 
|alignment=Vertical
 
|alignment=Vertical
 
|image=ContentIconsSummary.png
 
|image=ContentIconsSummary.png
Line 68: Line 70:
 
|sectionHeading=Purchase-related activity icons
 
|sectionHeading=Purchase-related activity icons
 
|Type=Structured
 
|Type=Structured
 +
|anchor=PurchaseIcons
 
|alignment=Vertical
 
|alignment=Vertical
 
|image=ProductIcons.png
 
|image=ProductIcons.png
Line 76: Line 79:
 
|sectionHeading=Form-related icons
 
|sectionHeading=Form-related icons
 
|Type=Structured
 
|Type=Structured
 +
|anchor=FormIcons
 
|alignment=Vertical
 
|alignment=Vertical
 
|image=FormActionIcons.png
 
|image=FormActionIcons.png
Line 84: Line 88:
 
|sectionHeading=Journey shaping icons
 
|sectionHeading=Journey shaping icons
 
|Type=Structured
 
|Type=Structured
 +
|anchor=JourneyIcons
 
|alignment=Vertical
 
|alignment=Vertical
 
|image=JourneyActivityIcons.png
 
|image=JourneyActivityIcons.png
Line 92: Line 97:
 
|sectionHeading=Miscellaenous icons
 
|sectionHeading=Miscellaenous icons
 
|Type=Structured
 
|Type=Structured
 +
|anchor=MiscIcons
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|image=MiscIcons.png
 
|image=MiscIcons.png

Revision as of 17:51, October 24, 2019

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 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 the icons

Click these links for a description of the icons:

Chat activity icons


Content offer activity icons


Purchase-related activity icons


Form-related icons


Journey shaping icons


Miscellaenous icons

Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/Customer_journey_map (2024-07-27 21:28:14)"
Comments or questions about this documentation? Contact us for support!