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

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|structuredtext=To see more information about what the customer did, rest your mouse on an icon .
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|structuredtext=To see more information about what the customer did, rest your mouse on an icon.
 
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{{!}}[[File:Chat offered.png{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat offered.png{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat offered
 
{{!}}Chat offered
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{{!}}{{MINTYDOCSPRODUCT}} offered a chat to the user.
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{{!}}{{MINTYDOCSPRODUCT}} offered a chat to the customer.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat accepted.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat accepted.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat accepted
 
{{!}}Chat accepted
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{{!}}User accepted the offer to chat.
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{{!}}Customer accepted the offer to chat.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat requested.png{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat requested.png{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat requested
 
{{!}}Chat requested
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{{!}}User requested a chat.
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{{!}}Customer requested a chat.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat rejected.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat rejected.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat rejected
 
{{!}}Chat rejected
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{{!}}User rejected the offer to chat.
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{{!}}Customer 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
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{{!}}Offer to chat timed out before the user responded.
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{{!}}Offer to chat timed out before the customer responded.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat ignored
 
{{!}}Chat ignored
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{{!}}User left the website before responding to the chat offer.
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{{!}}Customer left the website before responding to the chat offer.
 
{{!}}}
 
{{!}}}
 
|Status=No
 
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}}{{Section
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|sectionHeading=Messaging icons
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!Icon
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!Tooltip
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!Description
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{{!}}[[File:Chat offered.png{{!}}frameless{{!}}50x50px]]
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{{!}}Messaging offered
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{{!}}{{MINTYDOCSPRODUCT}} offered messaging to the customer.
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{{!}}-
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{{!}}[[File:Chat accepted.png{{!}}left{{!}}frameless{{!}}50x50px]]
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{{!}}Messaging accepted
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{{!}}Customer accepted the messaging offer.
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{{!}}-
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{{!}}[[File:Chat requested.png{{!}}frameless{{!}}50x50px]]
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{{!}}Messaging requested
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{{!}}Customer requested messaging.
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{{!}}-
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{{!}}[[File:Chat rejected.png{{!}}left{{!}}frameless{{!}}50x50px]]
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{{!}}Messaging rejected
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{{!}}Customer rejected the messaging offer.
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{{!}}-
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{{!}}[[File:Chat timed out.png{{!}}left{{!}}frameless{{!}}50x50px]]
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{{!}}Messaging timed out
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{{!}}Messaging offer timed out before the customer responded.
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{{!}}-
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{{!}}[[File:Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
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{{!}}Messaging ignored
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{{!}}Customer left the website before responding to the messaging offer.
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{{!}}}
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{{!}}[[File:Content offer offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
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{{!}}Content offer offered
 
{{!}}Content offer offered
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{{!}}{{MINTYDOCSPRODUCT}} presented a content offer to the user.
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{{!}}{{MINTYDOCSPRODUCT}} presented a content offer to the customer.
 
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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
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{{!}}User accepted the content offer.
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{{!}}Customer accepted the content offer.
 
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{{!}}[[File:Content offer closed.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Content offer closed.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Content offer rejected
 
{{!}}Content offer rejected
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{{!}}User rejected the content offer.
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{{!}}Customer rejected the content offer.
 
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{{!}}Content offer timed out
 
{{!}}Content offer timed out
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{{!}}Content offer timed out before the user responded.
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{{!}}Content offer timed out before the customer responded.
 
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{{!}}[[File:Content offer ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Content offer ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Content offer ignored
 
{{!}}Content offer ignored
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{{!}}User left the website before responding to the content offer.
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{{!}}Customer left the website before responding to the content offer.
 
{{!}}}
 
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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
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{{!}}User submitted a form.
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{{!}}Customer submitted a form.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Form abandoned.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Form_abandoned.png]]
 
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{{!}}Form abandoned
 
{{!}}Form abandoned
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{{!}}User abandoned the form before completing it.
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{{!}}Customer abandoned the form before completing it.
 
{{!}}}
 
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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
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{{!}}User added a product to their shopping cart.
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{{!}}Customer added a product to their shopping cart.
 
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{{!}}[[File:Product removed from cart.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Product_removed_from_cart.png]]
 
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{{!}}Product removed from cart
 
{{!}}Product removed from cart
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{{!}}User removed a product from their shopping cart.
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{{!}}Customer removed a product from their shopping cart.
 
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{{!}}[[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
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{{!}}User completed the checkout transaction.
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{{!}}Customer completed the checkout transaction.
 
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{{!}}Outcome achieved
 
{{!}}Outcome achieved
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{{!}}User achieved one of your outcomes.
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{{!}}Customer achieved one of your outcomes.
 
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{{!}}[[File:Segment matched.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Segment matched.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Segment matched
 
{{!}}Segment matched
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{{!}}User matched one of your segments.
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{{!}}Customer matched one of your segments.
 
{{!}}}
 
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{{!}}[[File:Page viewed.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Page viewed
 
{{!}}Page viewed
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{{!}}User viewed the page.
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{{!}}Customer viewed the page.
 
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{{!}}-
 
{{!}}[[File:Search.png{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Search.png{{!}}frameless{{!}}50x50px]]
 
{{!}}Searched
 
{{!}}Searched
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{{!}}User searched for something on your site.
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{{!}}Customer searched for something on your site.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:DefaultATC.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
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{{!}}Error
 
{{!}}Error
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{{!}}An error occurred.  
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{{!}}An error occurred.
 
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|Status=No

Revision as of 13:30, November 19, 2020

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 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

IconColorsSample.png

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

To see more information about what the customer did, rest your mouse on an icon.

About the icons

Icon descriptions:

Chat icons


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

Messaging icons

Feature coming soon: Web messaging


Icon Tooltip Description
Chat offered.png Messaging offered Genesys Predictive Engagement offered messaging to the customer.
Chat accepted.png
 Messaging accepted Customer accepted the messaging offer.
Chat requested.png Messaging requested Customer requested messaging.
Chat rejected.png
 Messaging rejected Customer rejected the messaging offer.
Chat timed out.png
 Messaging timed out Messaging offer timed out before the customer responded.
Chat ignored.png
 Messaging ignored Customer left the website before responding to the messaging 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 customer.
Content offer opened.png
 Content offer accepted Customer accepted the content offer.
Content offer closed.png
 Content offer rejected Customer rejected the content offer.
Content offer timed out.png
 Content offer timed out Content offer timed out before the customer responded.
Content offer ignored.png
 Content offer ignored Customer left the website before responding to the content offer.

Form-related icons


Icon Tooltip Description
Form submitted.png Form submitted Customer submitted a form.
Form abandoned.png Form abandoned Customer abandoned the form before completing it.

Purchase-related icons


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

Journey shaping icons


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

Miscellaenous icons


Icon Tooltip Description
Page viewed.png
 Page viewed Customer viewed the page.
Search.png Searched Customer searched for something on your site.
DefaultATC.png
 Default Default icon used when no other icon is applicable.
Error.png
 Error An error occurred.

Webhook icons

Feature coming soon
Icon Tooltip Description
Webhook offered.png
 Webhook offered Webhook made a request to the Genesys Cloud integration.
Webhook accepted.png
 Webhook accepted Webhook request connected with the third-party product's endpoint.
Webhook rejected.png
 Webhook rejected Genesys Cloud rejected the webhook's request.

11/18: As per Eamonn, this section should remain hidden indefinitely.

Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/Customer_journey_map (2024-07-27 21:28:45)"
Comments or questions about this documentation? Contact us for support!