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

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|Context=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 {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=AboutIcons|display text=icon descriptions}}.
 
|Context=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 {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=AboutIcons|display text=icon descriptions}}.
 
|Prereq='''Prerequisites'''
 
|Prereq='''Prerequisites'''
−
* [https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in PureCloud:]
+
 
−
** '''Journey '''>''' Customer''' > '''View''' permission (to see information about existing customers)
+
*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in PureCloud:]
−
** '''Journey '''>''' Event '''>''' View''' permission (to see events on the customer journey map)
+
**'''Journey '''>''' Customer''' > '''View''' permission (to see information about existing customers)
−
** '''Journey '''>''' Visit''' > ''' View '''permission (to see live tracking information about visitors who are currently on your website)
+
**'''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)
 
|Section={{Section
 
|Section={{Section
 
|sectionHeading=View a customer's journey
 
|sectionHeading=View a customer's journey
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|gif=No
 
|gif=No
 
|structuredtext=The visit journey map indicates:
 
|structuredtext=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 {{MINTYDOCSPRODUCT}} while on a page
+
*Which pages a customer saw and the sequence in which the customer saw them
−
* When the customer matched segments
+
*What types of engagement the customer had with an agent or with {{MINTYDOCSPRODUCT}} while on a page
 +
*When the customer matched segments
  
 
To see URLs instead of page titles, click '''URL'''.
 
To see URLs instead of page titles, click '''URL'''.
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|gif=No
 
|gif=No
 
|structuredtext=Icon descriptions:
 
|structuredtext=Icon descriptions:
−
* {{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}}
+
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=ChatActivityIcons|display text=Chat activity icons}}
−
* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=PurchaseIcons|display text=Purchase activity icons}}
+
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=ContentActivityIcons|display text=Content activity icons}}
−
* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=FormIcons|display text=Form activity icons}}
+
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=PurchaseIcons|display text=Purchase activity icons}}
−
* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=JourneyIcons|display text=Journey icons}}
+
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=FormIcons|display text=Form activity icons}}
−
* {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=JourneyIcons|display text=MIscellaneous icons}}
+
*{{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}}
 +
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=WebhookICons|display text=Webhook icons}}
 
|fullwidth=No
 
|fullwidth=No
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Chat activity icons
+
|sectionHeading=Chat icons
 
|Type=Structured
 
|Type=Structured
 
|anchor=ChatActivityIcons
 
|anchor=ChatActivityIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|image=ChatIconsSummary.png
 
 
|gif=No
 
|gif=No
 +
|structuredtext=<br />
 +
{{{!}} class="wikitable"
 +
{{!}}+
 +
!Icon
 +
!Tooltip
 +
!Description
 +
{{!}}-
 +
{{!}}[[File:Chat offered.png|frameless|50x50px]]
 +
{{!}}Chat offered
 +
{{!}}{{MINTYDOCSPRODUCT}} offered a chat to the user.
 +
{{!}}-
 +
{{!}}[[File:Chat accepted.png|left|frameless|50x50px]]
 +
{{!}}Chat accepted
 +
{{!}}The user accepted the offer to chat.
 +
{{!}}-
 +
{{!}}[[File:Chat requested.png|frameless|50x50px]]
 +
{{!}}Chat requested
 +
{{!}}The user requested a chat.
 +
{{!}}-
 +
{{!}}[[File:Chat rejected.png|left|frameless|50x50px]]
 +
{{!}}Chat rejected
 +
{{!}}The user rejected the offer to chat.
 +
{{!}}-
 +
{{!}}[[File:Chat timed out.png|left|frameless|50x50px]]
 +
{{!}}Chat timed out
 +
{{!}}The offer to chat timed out before the user responded.
 +
{{!}}-
 +
{{!}}[[File:Chat ignored.png|left|frameless|50x50px]]
 +
{{!}}Chat ignored
 +
{{!}}The user left the website before responding to the chat offer.
 +
{{!}}}
 
|fullwidth=No
 
|fullwidth=No
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Content offer activity icons
+
|sectionHeading=Content offer icons
 
|Type=Structured
 
|Type=Structured
 
|anchor=ContentActivityIcons
 
|anchor=ContentActivityIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|image=ContentIconsSummary.png
 
 
|gif=No
 
|gif=No
 +
|structuredtext={{ComingSoon}}<br />
 +
{{{!}} class="wikitable"
 +
!Icon
 +
!Tooltip
 +
!Description
 +
{{!}}-
 +
{{!}}[[File:Content offer offered.png|left|frameless|50x50px]]
 +
{{!}}Content offer offered
 +
{{!}}{{MINTYDOCSPRODUCT}} presented a content offer to the user.
 +
{{!}}-
 +
{{!}}[[File:Content offer opened.png|left|frameless|50x50px]]
 +
{{!}}Content offer accepted
 +
{{!}}The user accepted the content offer.
 +
{{!}}-
 +
{{!}}[[File:Content offer closed.png|left|frameless|50x50px]]
 +
{{!}}Content offer rejected
 +
{{!}}The user rejected the content offer.
 +
{{!}}-
 +
{{!}}[[File:Content offer timed out.png|left|frameless|50x50px]]
 +
{{!}}Content offer timed out
 +
{{!}}The content offer timed out before the user responded.
 +
{{!}}-
 +
{{!}}[[File:Content offer ignored.png|left|frameless|50x50px]]
 +
{{!}}Content offer ignored
 +
{{!}}The user left the website before responding to the content offer.
 +
{{!}}}
 
|fullwidth=No
 
|fullwidth=No
−
|Status=No
+
|Status=Yes
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Purchase-related activity icons
+
|sectionHeading=Form-related icons
 
|Type=Structured
 
|Type=Structured
−
|anchor=PurchaseIcons
+
|anchor=FormIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|image=ProductIcons.png
 
 
|gif=No
 
|gif=No
 +
|structuredtext=<br />
 +
{{{!}} class="wikitable"
 +
!Icon
 +
!Tooltip
 +
!Description
 +
{{!}}-
 +
{{!}}[[File:Form submitted.png|frameless|50x50px|link=https://all.docs.genesys.com/File:Form_submitted.png]]
 +
{{!}}Form submitted
 +
{{!}}The user submitted a form.
 +
{{!}}-
 +
{{!}}[[File:Form abandoned.png|frameless|50x50px|link=https://all.docs.genesys.com/File:Form_abandoned.png]]
 +
{{!}}Form abandoned
 +
{{!}}The user navigated away from a form before completing it.
 +
{{!}}}
 
|fullwidth=No
 
|fullwidth=No
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Form-related icons
+
|sectionHeading=Purchase-related icons
 
|Type=Structured
 
|Type=Structured
−
|anchor=FormIcons
+
|anchor=PurchaseIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|image=FormActionIcons.png
 
 
|gif=No
 
|gif=No
 +
|structuredtext=<br />
 +
{{{!}} class="wikitable"
 +
!Icon
 +
!Tooltip
 +
!Description
 +
{{!}}-
 +
{{!}}[[File:Product added to cart.png|left|frameless|50x50px|link=https://all.docs.genesys.com/File:Product_added_to_cart.png]]
 +
{{!}}Product added to cart
 +
{{!}}The user added a product to their shopping cart.
 +
{{!}}-
 +
{{!}}[[File:Product removed from cart.png|left|frameless|50x50px|link=https://all.docs.genesys.com/File:Product_removed_from_cart.png]]
 +
{{!}}Product removed from cart
 +
{{!}}The user removed a product from their shopping cart.
 +
{{!}}-
 +
{{!}}[[File:Checkout successful.png|frameless|50x50px|link=https://all.docs.genesys.com/File:Checkout_successful.png]]
 +
{{!}}Checkout complete
 +
{{!}}The user completed the checkout transaction.
 +
{{!}}}
 
|fullwidth=No
 
|fullwidth=No
 
|Status=No
 
|Status=No
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|anchor=JourneyIcons
 
|anchor=JourneyIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|image=JourneyActivityIcons.png
 
 
|gif=No
 
|gif=No
 +
|structuredtext=<br />
 +
{{{!}} class="wikitable"
 +
!Icon
 +
!Tooltip
 +
!Description
 +
{{!}}-
 +
{{!}}[[File:Outcome achieved.png|left|frameless|50x50px]]
 +
{{!}}Outcome achieved
 +
{{!}}The user achieved one of your outcomes.
 +
{{!}}-
 +
{{!}}[[File:Segment matched.png|left|frameless|50x50px]]
 +
{{!}}Segment matched
 +
{{!}}The user matched one of your segments.
 +
{{!}}}
 
|fullwidth=No
 
|fullwidth=No
 
|Status=No
 
|Status=No
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|Type=Structured
 
|Type=Structured
 
|anchor=MiscIcons
 
|anchor=MiscIcons
−
|alignment=Horizontal
+
|alignment=Vertical
−
|image=MiscIcons.png
 
 
|gif=No
 
|gif=No
 +
|structuredtext=<br />
 +
{{{!}} class="wikitable"
 +
!Icon
 +
!Tooltip
 +
!Description
 +
{{!}}-
 +
{{!}}[[File:Page viewed.png|left|frameless|50x50px]]
 +
{{!}}Page viewed
 +
{{!}}The user viewed the page.
 +
{{!}}-
 +
{{!}}[[File:Search.png|frameless|50x50px]]
 +
{{!}}Searched
 +
{{!}}The user searched for something on your site.
 +
{{!}}-
 +
{{!}}[[File:DefaultATC.png|left|frameless|50x50px]]
 +
{{!}}Default
 +
{{!}}This icon is used for events that do not have an icon.
 +
{{!}}-
 +
{{!}}[[File:Error.png|left|frameless|56x56px]]
 +
{{!}}Error
 +
{{!}}This icon appears when an error occurs.
 +
{{!}}}
 
|fullwidth=No
 
|fullwidth=No
 
|Status=No
 
|Status=No
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|Type=Structured
 
|Type=Structured
 
|anchor=WebhookICons
 
|anchor=WebhookICons
−
|alignment=Horizontal
+
|alignment=Vertical
−
|image=Webhook Icons.png
 
 
|gif=No
 
|gif=No
 
|structuredtext={{ComingSoon}}
 
|structuredtext={{ComingSoon}}
 +
{{{!}} class="wikitable"
 +
!Icon
 +
!Tooltip
 +
!Description
 +
{{!}}-
 +
{{!}}[[File:Webhook offered.png|left|frameless|50x50px]]
 +
{{!}}Webhook offered
 +
{{!}}The webhook made a request to the PureCloud integration.
 +
{{!}}-
 +
{{!}}[[File:Webhook accepted.png|left|frameless|50x50px]]
 +
{{!}}Webhook accepted
 +
{{!}}The webhook request connected with the third-party product's endpoint.
 +
{{!}}-
 +
{{!}}[[File:Webhook rejected.png|left|frameless|50x50px]]
 +
{{!}}Webhook rejected
 +
{{!}}PureCloud rejected the webhook's request.
 +
{{!}}}
 
|fullwidth=No
 
|fullwidth=No
−
|Status=No
+
|Status=Yes
 
}}
 
}}
 
}}
 
}}

Revision as of 11:50, November 12, 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. 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 icons


Icon Tooltip Description
Chat offered.png Chat offered Genesys Predictive Engagement offered a chat to the user.
Chat accepted.png
 Chat accepted The user accepted the offer to chat.
Chat requested.png Chat requested The user requested a chat.
Chat rejected.png
 Chat rejected The user rejected the offer to chat.
Chat timed out.png
 Chat timed out The offer to chat timed out before the user responded.
Chat ignored.png
 Chat ignored The user left the website before responding to the chat offer.

Content offer icons

Feature coming soon

Icon Tooltip Description
Content offer offered.png
 Content offer offered Genesys Predictive Engagement presented a content offer to the user.
Content offer opened.png
 Content offer accepted The user accepted the content offer.
Content offer closed.png
 Content offer rejected The user rejected the content offer.
Content offer timed out.png
 Content offer timed out The content offer timed out before the user responded.
Content offer ignored.png
 Content offer ignored The user left the website before responding to the content offer.

Form-related icons


Icon Tooltip Description
Form submitted.png Form submitted The user submitted a form.
Form abandoned.png Form abandoned The user navigated away from a form before completing it.

Purchase-related icons


Icon Tooltip Description
Product added to cart.png
 Product added to cart The user added a product to their shopping cart.
Product removed from cart.png
 Product removed from cart The user removed a product from their shopping cart.
Checkout successful.png Checkout complete The user completed the checkout transaction.

Journey shaping icons


Icon Tooltip Description
Outcome achieved.png
 Outcome achieved The user achieved one of your outcomes.
Segment matched.png
 Segment matched The user matched one of your segments.

Miscellaenous icons


Icon Tooltip Description
Page viewed.png
 Page viewed The user viewed the page.
Search.png Searched The user searched for something on your site.
DefaultATC.png
 Default This icon is used for events that do not have an icon.
Error.png
 Error This icon appears when an error occurs.

Webhook icons

Feature coming soon
Icon Tooltip Description
Webhook offered.png
 Webhook offered The webhook made a request to the PureCloud integration.
Webhook accepted.png
 Webhook accepted The webhook request connected with the third-party product's endpoint.
Webhook rejected.png
 Webhook rejected PureCloud rejected the webhook's request.
Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/Customer_journey_map (2024-07-27 21:25:35)"
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