ATC/Current/AdminGuide/Customer journey map

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

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

About the icons

Icon descriptions:

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

Chat icons

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

Messaging icons

Feature coming soon: Web messaging

If you are a Genesys Cloud customer, we encourage you to use the new web messaging feature to replace web chat.

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

Content offer icons

Feature coming soon

Icon	Tooltip	Description
	Content offer offered	Genesys Predictive Engagement presented a content offer to the customer.
	Content offer accepted	Customer accepted the content offer.
	Content offer rejected	Customer rejected the content offer.
	Content offer timed out	Content offer timed out before the customer responded.
	Content offer ignored	Customer left the website before responding to the content offer.

Form-related icons

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

Purchase-related icons

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

Journey shaping icons

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

Miscellaenous icons

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

Webhook icons

Feature coming soon

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

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