Difference between revisions of "ATC/Current/AdminGuide/Customer journey map"
From Genesys Documentation
m (Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2") |
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|DisplayName=Visit journey map (admin view) | |DisplayName=Visit journey map (admin view) | ||
|TocName=Visit journey map | |TocName=Visit journey map | ||
− | |Context=In Live Now, learn to use a graphical representation of a user's path through your website. This | + | |Context=In Live Now, learn to use a graphical representation of a user's path through your website. This information provides the full context of a user's questions and can help you understand their needs. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=AboutIcons|display text=icon descriptions}}. |
|ComingSoon=No | |ComingSoon=No | ||
− | |Platform=GenesysEngage-cloud | + | |Platform=PureConnect, GenesysCloud, GenesysEngage-cloud |
|Prereq='''Prerequisites''' | |Prereq='''Prerequisites''' | ||
Line 14: | Line 14: | ||
|Section={{Section | |Section={{Section | ||
|sectionHeading=View a customer's journey | |sectionHeading=View a customer's journey | ||
− | |||
|alignment=Vertical | |alignment=Vertical | ||
− | |||
− | |||
|structuredtext=[[File:IconColorsSample.png]] | |structuredtext=[[File:IconColorsSample.png]] | ||
The visit journey map indicates: | The visit journey map indicates: | ||
− | *Which pages a customer saw and | + | *Which pages a customer saw and in what order |
*What types of engagement the customer had with an agent or with {{MINTYDOCSPRODUCT}} while on a page | *What types of engagement the customer had with an agent or with {{MINTYDOCSPRODUCT}} while on a page | ||
*When the customer matched segments | *When the customer matched segments | ||
To see URLs instead of page titles, click '''URL'''. | To see URLs instead of page titles, click '''URL'''. | ||
− | |||
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
|sectionHeading=See point-in-time details | |sectionHeading=See point-in-time details | ||
− | |||
|alignment=Horizontal | |alignment=Horizontal | ||
|Media=Image | |Media=Image | ||
|image=HoverDetails2.png | |image=HoverDetails2.png | ||
− | |structuredtext= | + | |structuredtext=To see more information about what the customer did, rest your mouse on an icon . |
− | |||
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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*{{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=MIscellaneous icons}} | ||
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=WebhookICons|display text=Webhook icons}} | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=WebhookICons|display text=Webhook icons}} | ||
− | |||
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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|anchor=ChatActivityIcons | |anchor=ChatActivityIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
− | |||
− | |||
|structuredtext=<br /> | |structuredtext=<br /> | ||
{{{!}} class="wikitable" | {{{!}} class="wikitable" | ||
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{{!}}[[File:Chat accepted.png{{!}}left{{!}}frameless{{!}}50x50px]] | {{!}}[[File:Chat accepted.png{{!}}left{{!}}frameless{{!}}50x50px]] | ||
{{!}}Chat accepted | {{!}}Chat accepted | ||
− | {{!}} | + | {{!}}User accepted the offer to chat. |
{{!}}- | {{!}}- | ||
{{!}}[[File:Chat requested.png{{!}}frameless{{!}}50x50px]] | {{!}}[[File:Chat requested.png{{!}}frameless{{!}}50x50px]] | ||
{{!}}Chat requested | {{!}}Chat requested | ||
− | {{!}} | + | {{!}}User requested a chat. |
{{!}}- | {{!}}- | ||
{{!}}[[File:Chat rejected.png{{!}}left{{!}}frameless{{!}}50x50px]] | {{!}}[[File:Chat rejected.png{{!}}left{{!}}frameless{{!}}50x50px]] | ||
{{!}}Chat rejected | {{!}}Chat rejected | ||
− | {{!}} | + | {{!}}User rejected the offer to chat. |
{{!}}- | {{!}}- | ||
{{!}}[[File:Chat timed out.png{{!}}left{{!}}frameless{{!}}50x50px]] | {{!}}[[File:Chat timed out.png{{!}}left{{!}}frameless{{!}}50x50px]] | ||
{{!}}Chat timed out | {{!}}Chat timed out | ||
− | {{!}} | + | {{!}}Offer to chat timed out before the user responded. |
{{!}}- | {{!}}- | ||
{{!}}[[File:Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px]] | {{!}}[[File:Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px]] | ||
{{!}}Chat ignored | {{!}}Chat ignored | ||
− | {{!}} | + | {{!}}User left the website before responding to the chat offer. |
{{!}}} | {{!}}} | ||
− | |||
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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|anchor=ContentActivityIcons | |anchor=ContentActivityIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
− | |||
− | |||
|structuredtext={{ComingSoon}}<br /> | |structuredtext={{ComingSoon}}<br /> | ||
{{{!}} class="wikitable" | {{{!}} class="wikitable" | ||
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{{!}}[[File:Content offer opened.png{{!}}left{{!}}frameless{{!}}50x50px]] | {{!}}[[File:Content offer opened.png{{!}}left{{!}}frameless{{!}}50x50px]] | ||
{{!}}Content offer accepted | {{!}}Content offer accepted | ||
− | {{!}} | + | {{!}}User accepted the content offer. |
{{!}}- | {{!}}- | ||
{{!}}[[File:Content offer closed.png{{!}}left{{!}}frameless{{!}}50x50px]] | {{!}}[[File:Content offer closed.png{{!}}left{{!}}frameless{{!}}50x50px]] | ||
{{!}}Content offer rejected | {{!}}Content offer rejected | ||
− | {{!}} | + | {{!}}User rejected the content offer. |
{{!}}- | {{!}}- | ||
{{!}}[[File:Content offer timed out.png{{!}}left{{!}}frameless{{!}}50x50px]] | {{!}}[[File:Content offer timed out.png{{!}}left{{!}}frameless{{!}}50x50px]] | ||
{{!}}Content offer timed out | {{!}}Content offer timed out | ||
− | {{!}} | + | {{!}}Content offer timed out before the user responded. |
{{!}}- | {{!}}- | ||
{{!}}[[File:Content offer ignored.png{{!}}left{{!}}frameless{{!}}50x50px]] | {{!}}[[File:Content offer ignored.png{{!}}left{{!}}frameless{{!}}50x50px]] | ||
{{!}}Content offer ignored | {{!}}Content offer ignored | ||
− | {{!}} | + | {{!}}User left the website before responding to the content offer. |
{{!}}} | {{!}}} | ||
− | |||
− | |||
|Status=Yes | |Status=Yes | ||
}}{{Section | }}{{Section | ||
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|anchor=FormIcons | |anchor=FormIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
− | |||
− | |||
|structuredtext=<br /> | |structuredtext=<br /> | ||
{{{!}} class="wikitable" | {{{!}} class="wikitable" | ||
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{{!}}[[File:Form submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Form_submitted.png]] | {{!}}[[File:Form submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Form_submitted.png]] | ||
{{!}}Form submitted | {{!}}Form submitted | ||
− | {{!}} | + | {{!}}User submitted a form. |
{{!}}- | {{!}}- | ||
{{!}}[[File:Form abandoned.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Form_abandoned.png]] | {{!}}[[File:Form abandoned.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Form_abandoned.png]] | ||
{{!}}Form abandoned | {{!}}Form abandoned | ||
− | {{!}} | + | {{!}}User abandoned the form before completing it. |
{{!}}} | {{!}}} | ||
− | |||
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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|anchor=PurchaseIcons | |anchor=PurchaseIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
− | |||
− | |||
|structuredtext=<br /> | |structuredtext=<br /> | ||
{{{!}} class="wikitable" | {{{!}} class="wikitable" | ||
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{{!}}[[File:Product added to cart.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Product_added_to_cart.png]] | {{!}}[[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 | {{!}}Product added to cart | ||
− | {{!}} | + | {{!}}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]] | {{!}}[[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 | {{!}}Product removed from cart | ||
− | {{!}} | + | {{!}}User removed a product from their shopping cart. |
{{!}}- | {{!}}- | ||
{{!}}[[File:Checkout successful.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Checkout_successful.png]] | {{!}}[[File:Checkout successful.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Checkout_successful.png]] | ||
{{!}}Checkout complete | {{!}}Checkout complete | ||
− | {{!}} | + | {{!}}User completed the checkout transaction. |
{{!}}} | {{!}}} | ||
− | |||
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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|anchor=JourneyIcons | |anchor=JourneyIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
− | |||
− | |||
|structuredtext=<br /> | |structuredtext=<br /> | ||
{{{!}} class="wikitable" | {{{!}} class="wikitable" | ||
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{{!}}[[File:Outcome achieved.png{{!}}left{{!}}frameless{{!}}50x50px]] | {{!}}[[File:Outcome achieved.png{{!}}left{{!}}frameless{{!}}50x50px]] | ||
{{!}}Outcome achieved | {{!}}Outcome achieved | ||
− | {{!}} | + | {{!}}User achieved one of your outcomes. |
{{!}}- | {{!}}- | ||
{{!}}[[File:Segment matched.png{{!}}left{{!}}frameless{{!}}50x50px]] | {{!}}[[File:Segment matched.png{{!}}left{{!}}frameless{{!}}50x50px]] | ||
{{!}}Segment matched | {{!}}Segment matched | ||
− | {{!}} | + | {{!}}User matched one of your segments. |
{{!}}} | {{!}}} | ||
− | |||
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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|anchor=MiscIcons | |anchor=MiscIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
− | |||
− | |||
|structuredtext=<br /> | |structuredtext=<br /> | ||
{{{!}} class="wikitable" | {{{!}} class="wikitable" | ||
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{{!}}[[File:Page viewed.png{{!}}left{{!}}frameless{{!}}50x50px]] | {{!}}[[File:Page viewed.png{{!}}left{{!}}frameless{{!}}50x50px]] | ||
{{!}}Page viewed | {{!}}Page viewed | ||
− | {{!}} | + | {{!}}User viewed the page. |
{{!}}- | {{!}}- | ||
{{!}}[[File:Search.png{{!}}frameless{{!}}50x50px]] | {{!}}[[File:Search.png{{!}}frameless{{!}}50x50px]] | ||
{{!}}Searched | {{!}}Searched | ||
− | {{!}} | + | {{!}}User searched for something on your site. |
{{!}}- | {{!}}- | ||
{{!}}[[File:DefaultATC.png{{!}}left{{!}}frameless{{!}}50x50px]] | {{!}}[[File:DefaultATC.png{{!}}left{{!}}frameless{{!}}50x50px]] | ||
{{!}}Default | {{!}}Default | ||
− | {{!}} | + | {{!}}Default icon used when no other icon is applicable. |
{{!}}- | {{!}}- | ||
{{!}}[[File:Error.png{{!}}left{{!}}frameless{{!}}56x56px]] | {{!}}[[File:Error.png{{!}}left{{!}}frameless{{!}}56x56px]] | ||
{{!}}Error | {{!}}Error | ||
− | {{!}} | + | {{!}}An error occurred. |
{{!}}} | {{!}}} | ||
− | |||
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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|anchor=WebhookICons | |anchor=WebhookICons | ||
|alignment=Vertical | |alignment=Vertical | ||
− | |||
− | |||
|structuredtext={{ComingSoon}} | |structuredtext={{ComingSoon}} | ||
{{{!}} class="wikitable" | {{{!}} class="wikitable" | ||
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{{!}}[[File:Webhook offered.png{{!}}left{{!}}frameless{{!}}50x50px]] | {{!}}[[File:Webhook offered.png{{!}}left{{!}}frameless{{!}}50x50px]] | ||
{{!}}Webhook offered | {{!}}Webhook offered | ||
− | {{!}} | + | {{!}}Webhook made a request to the Genesys Cloud integration. |
{{!}}- | {{!}}- | ||
{{!}}[[File:Webhook accepted.png{{!}}left{{!}}frameless{{!}}50x50px]] | {{!}}[[File:Webhook accepted.png{{!}}left{{!}}frameless{{!}}50x50px]] | ||
{{!}}Webhook accepted | {{!}}Webhook accepted | ||
− | {{!}} | + | {{!}}Webhook request connected with the third-party product's endpoint. |
{{!}}- | {{!}}- | ||
{{!}}[[File:Webhook rejected.png{{!}}left{{!}}frameless{{!}}50x50px]] | {{!}}[[File:Webhook rejected.png{{!}}left{{!}}frameless{{!}}50x50px]] | ||
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{{!}}} | {{!}}} | ||
11/18: As per Eamonn, this section should remain hidden indefinitely. | 11/18: As per Eamonn, this section should remain hidden indefinitely. | ||
− | |||
− | |||
|Status=Yes | |Status=Yes | ||
}} | }} | ||
}} | }} |
Revision as of 11:49, October 15, 2020
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 information provides the full context of a user's questions and can help you understand their needs. For more information, see icon descriptions.
Prerequisites
- Configure the following permissions in Genesys Cloud:
- Journey > Customer > View (to see information about existing customers)
- Journey > Event > View (to see events on the customer journey map)
- Journey > Visit > View (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 in what order
- 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 the icons
Chat icons
Form-related icons
Icon | Tooltip | Description |
---|---|---|
Form submitted | User submitted a form. | |
Form abandoned | User abandoned the form before completing it. |
Purchase-related icons
Journey shaping icons
Icon | Tooltip | Description |
---|---|---|
Outcome achieved | User achieved one of your outcomes. | |
Segment matched | User matched one of your segments. |
Miscellaenous icons
Comments or questions about this documentation? Contact us for support!