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

From Genesys Documentation
Jump to: navigation, search
(Published)
(Published)
Line 3: Line 3:
 
|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 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}}.
+
|Context=In Live Now, learn to use a graphical representation of a visitor's path through your website. This information provides the full context of a visitor's questions and can help you understand their needs. For more information about the icons, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=AboutIcons|display text=icon descriptions}}.
 
|ComingSoon=No
 
|ComingSoon=No
 
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 
|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
Line 13: Line 13:
 
**'''Journey '''>''' Visit''' > ''' View '''(to see live tracking information about visitors who are currently on your website)
 
**'''Journey '''>''' Visit''' > ''' View '''(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 visitor's journey
 +
|anchor=ViewJourney
 
|alignment=Vertical
 
|alignment=Vertical
 
|structuredtext=[[File:IconColorsSample.png]]
 
|structuredtext=[[File:IconColorsSample.png]]
Line 19: Line 20:
 
The visit journey map indicates:
 
The visit journey map indicates:
  
−
*Which pages a customer saw and in what order
+
*Which pages a visitor saw and in what order
−
*What types of engagement the customer had with an agent or with {{MINTYDOCSPRODUCT}} while on a page
+
*The engagement types that the visitor had with an agent or with {{MINTYDOCSPRODUCT}} while on a page
−
*When the customer matched segments
+
*When the visitor matched segments
  
 
To see URLs instead of page titles, click '''URL'''.
 
To see URLs instead of page titles, click '''URL'''.
Line 30: Line 31:
 
|Media=Image
 
|Media=Image
 
|image=HoverDetails2.png
 
|image=HoverDetails2.png
−
|structuredtext=To see more information about what the customer did, rest your mouse on an icon.
+
|structuredtext=To see more information about what the visitor did, rest your mouse on an icon.
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
Line 61: Line 62:
 
{{!}}[[File:Chat offered.png{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat offered.png{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat offered
 
{{!}}Chat offered
−
{{!}}{{MINTYDOCSPRODUCT}} offered a chat to the customer.
+
{{!}}{{MINTYDOCSPRODUCT}} offered a chat to the visitor.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat accepted.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat accepted.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat accepted
 
{{!}}Chat accepted
−
{{!}}Customer accepted the offer to chat.
+
{{!}}Visitor accepted the offer to chat.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat requested.png{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat requested.png{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat requested
 
{{!}}Chat requested
−
{{!}}Customer requested a chat.
+
{{!}}Visitor requested a chat.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat rejected.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat rejected.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat rejected
 
{{!}}Chat rejected
−
{{!}}Customer rejected the offer to chat.
+
{{!}}Visitor 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 customer responded.
+
{{!}}Offer to chat timed out before the visitor responded.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat ignored
 
{{!}}Chat ignored
−
{{!}}Customer left the website before responding to the chat offer.
+
{{!}}Visitor left the website before responding to the chat offer.
 
{{!}}}
 
{{!}}}
 
|Status=No
 
|Status=No
Line 97: Line 98:
 
{{!}}[[File:Chat offered.png{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat offered.png{{!}}frameless{{!}}50x50px]]
 
{{!}}Messaging offered
 
{{!}}Messaging offered
−
{{!}}{{MINTYDOCSPRODUCT}} offered messaging to the customer.
+
{{!}}{{MINTYDOCSPRODUCT}} offered messaging to the visitor.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat accepted.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat accepted.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Messaging accepted
 
{{!}}Messaging accepted
−
{{!}}Customer accepted the messaging offer.
+
{{!}}Visitor accepted the messaging offer.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat requested.png{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat requested.png{{!}}frameless{{!}}50x50px]]
 
{{!}}Messaging requested
 
{{!}}Messaging requested
−
{{!}}Customer requested messaging.
+
{{!}}Visitor requested messaging.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat rejected.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat rejected.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Messaging rejected
 
{{!}}Messaging rejected
−
{{!}}Customer rejected the messaging offer.
+
{{!}}Visitor rejected the messaging offer.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat timed out.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat timed out.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Messaging timed out
 
{{!}}Messaging timed out
−
{{!}}Messaging offer timed out before the customer responded.
+
{{!}}Messaging offer timed out before the visitor responded.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Messaging ignored
 
{{!}}Messaging ignored
−
{{!}}Customer left the website before responding to the messaging offer.
+
{{!}}Visitor left the website before responding to the messaging offer.
 
{{!}}}
 
{{!}}}
 
|Status=No
 
|Status=No
Line 132: Line 133:
 
{{!}}[[File:Content offer offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Content offer offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Content offer offered
 
{{!}}Content offer offered
−
{{!}}{{MINTYDOCSPRODUCT}} presented a content offer to the customer.
+
{{!}}{{MINTYDOCSPRODUCT}} presented a content offer to the visitor.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Content offer opened.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Content offer opened.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Content offer accepted
 
{{!}}Content offer accepted
−
{{!}}Customer accepted the content offer.
+
{{!}}Visitor 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
−
{{!}}Customer rejected the content offer.
+
{{!}}Visitor 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 customer responded.
+
{{!}}Content offer timed out before the visitor responded.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Content offer ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Content offer ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Content offer ignored
 
{{!}}Content offer ignored
−
{{!}}Customer left the website before responding to the content offer.
+
{{!}}Visitor left the website before responding to the content offer.
 
{{!}}}
 
{{!}}}
 
|Status=Yes
 
|Status=Yes
Line 163: Line 164:
 
{{!}}[[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
−
{{!}}Customer submitted a form.
+
{{!}}Visitor 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
−
{{!}}Customer abandoned the form before completing it.
+
{{!}}Visitor abandoned the form before completing it.
 
{{!}}}
 
{{!}}}
 
|Status=No
 
|Status=No
Line 182: Line 183:
 
{{!}}[[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
−
{{!}}Customer added a product to their shopping cart.
+
{{!}}Visitor 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
−
{{!}}Customer removed a product from their shopping cart.
+
{{!}}Visitor 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
−
{{!}}Customer completed the checkout transaction.
+
{{!}}Visitor completed the checkout transaction.
 
{{!}}}
 
{{!}}}
 
|Status=No
 
|Status=No
Line 205: Line 206:
 
{{!}}[[File:Outcome achieved.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Outcome achieved.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Outcome achieved
 
{{!}}Outcome achieved
−
{{!}}Customer achieved one of your outcomes.
+
{{!}}Visitor achieved one of your outcomes.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Segment matched.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Segment matched.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Segment matched
 
{{!}}Segment matched
−
{{!}}Customer matched one of your segments.
+
{{!}}Visitor matched one of your segments.
 
{{!}}}
 
{{!}}}
 
|Status=No
 
|Status=No
Line 224: Line 225:
 
{{!}}[[File:Page viewed.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Page viewed.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Page viewed
 
{{!}}Page viewed
−
{{!}}Customer viewed the page.
+
{{!}}Visitor viewed the page.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Search.png{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Search.png{{!}}frameless{{!}}50x50px]]
 
{{!}}Searched
 
{{!}}Searched
−
{{!}}Customer searched for something on your site.
+
{{!}}Visitor searched for something on your site.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:DefaultATC.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:DefaultATC.png{{!}}left{{!}}frameless{{!}}50x50px]]
Line 251: Line 252:
 
{{!}}[[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.
+
{{!}}Webhook sent a request to the Genesys Cloud integration.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Webhook accepted.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Webhook accepted.png{{!}}left{{!}}frameless{{!}}50x50px]]

Revision as of 14:56, December 17, 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 visitor's path through your website. This information provides the full context of a visitor's questions and can help you understand their needs. For more information about the icons, 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 visitor's journey

IconColorsSample.png

The visit journey map indicates:

  • Which pages a visitor saw and in what order
  • The engagement types that the visitor had with an agent or with Genesys Predictive Engagement while on a page
  • When the visitor matched segments

To see URLs instead of page titles, click URL.

See point-in-time details

To see more information about what the visitor 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 visitor.
Chat accepted.png
 Chat accepted Visitor accepted the offer to chat.
Chat requested.png Chat requested Visitor requested a chat.
Chat rejected.png
 Chat rejected Visitor rejected the offer to chat.
Chat timed out.png
 Chat timed out Offer to chat timed out before the visitor responded.
Chat ignored.png
 Chat ignored Visitor 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
Chat offered.png Messaging offered Genesys Predictive Engagement offered messaging to the visitor.
Chat accepted.png
 Messaging accepted Visitor accepted the messaging offer.
Chat requested.png Messaging requested Visitor requested messaging.
Chat rejected.png
 Messaging rejected Visitor rejected the messaging offer.
Chat timed out.png
 Messaging timed out Messaging offer timed out before the visitor responded.
Chat ignored.png
 Messaging ignored Visitor 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 visitor.
Content offer opened.png
 Content offer accepted Visitor accepted the content offer.
Content offer closed.png
 Content offer rejected Visitor rejected the content offer.
Content offer timed out.png
 Content offer timed out Content offer timed out before the visitor responded.
Content offer ignored.png
 Content offer ignored Visitor left the website before responding to the content offer.

Form-related icons


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

Purchase-related icons


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

Journey shaping icons


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

Miscellaenous icons


Icon Tooltip Description
Page viewed.png
 Page viewed Visitor viewed the page.
Search.png Searched Visitor 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 sent 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 21:23:21)"
Comments or questions about this documentation? Contact us for support!