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. Skip to the icon descriptions.

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

Icon descriptions:

• Chat activity icons
• Content activity icons
• Purchase activity icons
• Form activity icons
• Journey icons
• MIscellaneous icons

Webhook icons

Feature coming soon