Difference between revisions of "ATC/Current/AdminGuide/Customer journey map"
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{{Article | {{Article | ||
|Standalone=No | |Standalone=No | ||
− | |DisplayName=Visit journey map | + | |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 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.}} | ||
+ | |Dimension=JourneyData | ||
|ComingSoon=No | |ComingSoon=No | ||
− | | | + | |Platform=PureConnect, GenesysCloud, GenesysEngage-cloud |
|Prereq='''Prerequisites''' | |Prereq='''Prerequisites''' | ||
− | *[https://help.mypurecloud.com/articles/ | + | *[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:] |
− | **'''Journey '''>''' Customer''' > '''View''' | + | **'''Journey '''>''' Customer''' > '''View''' (to see information about existing customers) |
− | **'''Journey '''>''' Event '''>''' View''' | + | **'''Journey '''>''' Event '''>''' View''' (to see events on the customer journey map) |
− | **'''Journey '''>''' Visit''' > ''' View ''' | + | **'''Journey '''>''' Visit''' > ''' View '''(to see live tracking information about visitors who are currently on your website) |
|Section={{Section | |Section={{Section | ||
− | |sectionHeading=View a | + | |sectionHeading=View a visitor's journey |
− | | | + | |anchor=ViewJourney |
− | |alignment= | + | |alignment=Horizontal |
+ | |Media=Image | ||
|image=IconColorsSample.png | |image=IconColorsSample.png | ||
− | | | + | |AltText=View journey map |
|structuredtext=The visit journey map indicates: | |structuredtext=The visit journey map indicates: | ||
− | *Which pages a | + | *Which pages a visitor saw and in what order |
− | * | + | *The engagement types that the visitor had with an agent or with {{MINTYDOCSPRODUCT}} while on a page |
− | *When the | + | *When the visitor matched segments |
− | To see URLs instead of page titles, click '''URL'''. | + | To see URLs instead of page titles, click '''URL'''.{{NoteFormat|If a logged-in user logs out, Predictive Engagement considers the user as a new user and creates a new journey map.|}}<br /> |
− | | | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
|sectionHeading=See point-in-time details | |sectionHeading=See point-in-time details | ||
− | | | + | |alignment=Horizontal |
− | | | + | |Media=Image |
|image=HoverDetails2.png | |image=HoverDetails2.png | ||
− | | | + | |AltText=View what a visitor did at a particular point |
− | | | + | |structuredtext=To see more information about what the visitor did, rest your mouse on an icon. |
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
|sectionHeading=About the icons | |sectionHeading=About the icons | ||
− | |||
|anchor=AboutIcons | |anchor=AboutIcons | ||
|alignment=Horizontal | |alignment=Horizontal | ||
+ | |Media=Image | ||
|image=IconColors.png | |image=IconColors.png | ||
− | |||
|structuredtext=Icon descriptions: | |structuredtext=Icon descriptions: | ||
+ | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=MessagingIcons|display text=Messaging 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=ChatActivityIcons|display text=Chat activity icons}} | ||
− | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor= | + | *{{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=PurchaseIcons|display text=Purchase activity icons}} | ||
− | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor= | + | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=JourneyIcons|display text=Journey shaping icons}} |
− | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=JourneyIcons|display text= | + | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=JourneyIcons|display text=Miscellaneous icons}} |
− | + | |Status=No | |
− | + | }}{{Section | |
− | + | |sectionHeading=Messaging icons | |
+ | |anchor=MessagingIcons | ||
+ | |alignment=Vertical | ||
+ | |structuredtext=This section only applies to Genesys Cloud CX customers using {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}}. | ||
+ | {{{!}} class="wikitable" | ||
+ | {{!}}+ | ||
+ | !Icon | ||
+ | !Tooltip | ||
+ | !Description | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Chat offered.png{{!}}frameless{{!}}50x50px]] | ||
+ | {{!}}Messaging offered | ||
+ | {{!}}{{MINTYDOCSPRODUCT}} offered messaging to the visitor. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Chat accepted.png{{!}}left{{!}}frameless{{!}}50x50px]] | ||
+ | {{!}}Messaging accepted | ||
+ | {{!}}Visitor accepted the messaging offer. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Chat requested.png{{!}}frameless{{!}}50x50px]] | ||
+ | {{!}}Messaging requested | ||
+ | {{!}}Visitor requested messaging. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Chat rejected.png{{!}}left{{!}}frameless{{!}}50x50px]] | ||
+ | {{!}}Messaging rejected | ||
+ | {{!}}Visitor rejected the messaging offer. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Chat timed out.png{{!}}left{{!}}frameless{{!}}50x50px]] | ||
+ | {{!}}Messaging timed out | ||
+ | {{!}}Messaging offer timed out before the visitor responded. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px]] | ||
+ | {{!}}Messaging ignored | ||
+ | {{!}}Visitor left the website before responding to the messaging offer. | ||
+ | {{!}}} | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
|sectionHeading=Chat icons | |sectionHeading=Chat icons | ||
− | |||
|anchor=ChatActivityIcons | |anchor=ChatActivityIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
− | | | + | |structuredtext=This section only applies to customers using {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_chats|display text=web chat}}. |
− | | | ||
{{{!}} class="wikitable" | {{{!}} class="wikitable" | ||
{{!}}+ | {{!}}+ | ||
Line 67: | Line 98: | ||
!Description | !Description | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Chat offered.png | + | {{!}}[[File:Chat offered.png{{!}}frameless{{!}}50x50px]] |
{{!}}Chat offered | {{!}}Chat offered | ||
− | {{!}}{{MINTYDOCSPRODUCT}} offered a chat to the | + | {{!}}{{MINTYDOCSPRODUCT}} offered a chat to the visitor. |
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Chat accepted.png | + | {{!}}[[File:Chat accepted.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Chat accepted | {{!}}Chat accepted | ||
− | {{!}} | + | {{!}}Visitor accepted the offer to chat. |
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Chat requested.png | + | {{!}}[[File:Chat requested.png{{!}}frameless{{!}}50x50px]] |
{{!}}Chat requested | {{!}}Chat requested | ||
− | {{!}} | + | {{!}}Visitor requested a chat. |
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Chat rejected.png | + | {{!}}[[File:Chat rejected.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Chat rejected | {{!}}Chat rejected | ||
− | {{!}} | + | {{!}}Visitor rejected the offer to chat. |
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Chat timed out.png | + | {{!}}[[File:Chat timed out.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Chat timed out | {{!}}Chat timed out | ||
− | {{!}} | + | {{!}}Offer to chat timed out before the visitor responded. |
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Chat ignored.png | + | {{!}}[[File:Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Chat ignored | {{!}}Chat ignored | ||
− | {{!}} | + | {{!}}Visitor left the website before responding to the chat offer. |
{{!}}} | {{!}}} | ||
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
|sectionHeading=Content offer icons | |sectionHeading=Content offer icons | ||
− | |||
|anchor=ContentActivityIcons | |anchor=ContentActivityIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
− | + | |structuredtext=<br /> | |
− | |structuredtext= | ||
{{{!}} class="wikitable" | {{{!}} class="wikitable" | ||
!Icon | !Icon | ||
Line 105: | Line 133: | ||
!Description | !Description | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Content offer offered.png | + | {{!}}[[File:Content offer offered.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Content offer offered | {{!}}Content offer offered | ||
− | {{!}}{{MINTYDOCSPRODUCT}} presented a content offer to the | + | {{!}}{{MINTYDOCSPRODUCT}} presented a content offer to the visitor. |
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Content offer opened.png | + | {{!}}[[File:Content offer opened.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Content offer accepted | {{!}}Content offer accepted | ||
− | {{!}} | + | {{!}}Visitor accepted the content offer. |
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Content offer closed.png | + | {{!}}[[File:Content offer closed.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Content offer rejected | {{!}}Content offer rejected | ||
− | {{!}} | + | {{!}}Visitor rejected the content offer. |
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Content offer timed out.png | + | {{!}}[[File:Content offer timed out.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Content offer timed out | {{!}}Content offer timed out | ||
− | {{!}} | + | {{!}}Content offer timed out before the visitor responded. |
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Content offer ignored.png | + | {{!}}[[File:Content offer ignored.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Content offer ignored | {{!}}Content offer ignored | ||
− | {{!}} | + | {{!}}Visitor left the website before responding to the content offer. |
{{!}}} | {{!}}} | ||
− | |||
|Status=Yes | |Status=Yes | ||
}}{{Section | }}{{Section | ||
|sectionHeading=Form-related icons | |sectionHeading=Form-related icons | ||
− | |||
|anchor=FormIcons | |anchor=FormIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
− | |||
|structuredtext=<br /> | |structuredtext=<br /> | ||
{{{!}} class="wikitable" | {{{!}} class="wikitable" | ||
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!Description | !Description | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Form submitted.png | + | {{!}}[[File:Form submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Form_submitted.png]] |
{{!}}Form submitted | {{!}}Form submitted | ||
− | {{!}} | + | {{!}}Visitor submitted a form. |
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Form abandoned.png | + | {{!}}[[File:Form abandoned.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Form_abandoned.png]] |
{{!}}Form abandoned | {{!}}Form abandoned | ||
− | {{!}} | + | {{!}}Visitor abandoned the form before completing it. |
{{!}}} | {{!}}} | ||
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
|sectionHeading=Purchase-related icons | |sectionHeading=Purchase-related icons | ||
− | |||
|anchor=PurchaseIcons | |anchor=PurchaseIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
− | |||
|structuredtext=<br /> | |structuredtext=<br /> | ||
{{{!}} class="wikitable" | {{{!}} class="wikitable" | ||
Line 161: | Line 183: | ||
!Description | !Description | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[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 | ||
− | {{!}} | + | {{!}}Visitor added a product to their shopping cart. |
{{!}}- | {{!}}- | ||
− | {{!}}[[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 | ||
− | {{!}} | + | {{!}}Visitor removed a product from their shopping cart. |
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Checkout successful.png | + | {{!}}[[File:Checkout successful.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Checkout_successful.png]] |
{{!}}Checkout complete | {{!}}Checkout complete | ||
− | {{!}} | + | {{!}}Visitor completed the checkout transaction. |
{{!}}} | {{!}}} | ||
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
|sectionHeading=Journey shaping icons | |sectionHeading=Journey shaping icons | ||
− | |||
|anchor=JourneyIcons | |anchor=JourneyIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
− | |||
|structuredtext=<br /> | |structuredtext=<br /> | ||
{{{!}} class="wikitable" | {{{!}} class="wikitable" | ||
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!Description | !Description | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Outcome achieved.png | + | {{!}}[[File:Outcome achieved.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Outcome achieved | {{!}}Outcome achieved | ||
− | {{!}} | + | {{!}}Visitor achieved one of your outcomes. |
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Segment matched.png | + | {{!}}[[File:Segment matched.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Segment matched | {{!}}Segment matched | ||
− | {{!}} | + | {{!}}Visitor matched one of your segments. |
{{!}}} | {{!}}} | ||
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
|sectionHeading=Miscellaenous icons | |sectionHeading=Miscellaenous icons | ||
− | |||
|anchor=MiscIcons | |anchor=MiscIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
− | |||
|structuredtext=<br /> | |structuredtext=<br /> | ||
{{{!}} class="wikitable" | {{{!}} class="wikitable" | ||
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!Description | !Description | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Page viewed.png | + | {{!}}[[File:Page viewed.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Page viewed | {{!}}Page viewed | ||
− | {{!}} | + | {{!}}Visitor viewed the page.{{NoteFormat|It's possible for a web session card to have multiple page titles with the same name. If the URL of a page changes, a new line will form on the web session card and the URL will update. We aren’t facilitating dynamic values within a page if a visitor reloads the page.|}}<br /> |
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Search.png | + | {{!}}[[File:Search.png{{!}}frameless{{!}}50x50px]] |
{{!}}Searched | {{!}}Searched | ||
− | {{!}} | + | {{!}}Visitor searched for something on your site. |
{{!}}- | {{!}}- | ||
− | {{!}}[[File:DefaultATC.png | + | {{!}}[[File:DefaultATC.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Default | {{!}}Default | ||
− | {{!}} | + | {{!}}Default icon used when no other icon is applicable. |
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Error.png | + | {{!}}[[File:Error.png{{!}}left{{!}}frameless{{!}}56x56px]] |
{{!}}Error | {{!}}Error | ||
− | {{!}} | + | {{!}}An error occurred. |
{{!}}} | {{!}}} | ||
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|Status=No | |Status=No | ||
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}} | }} |
Latest revision as of 12:53, April 26, 2022
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 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 CX:
- 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
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
Important
If a logged-in user logs out, Predictive Engagement considers the user as a new user and creates a new journey map.See point-in-time details
About the icons
Messaging icons
This section only applies to Genesys Cloud CX customers using web messaging.
Chat icons
This section only applies to customers using web chat.
Form-related icons
Icon | Tooltip | Description |
---|---|---|
Form submitted | Visitor submitted a form. | |
Form abandoned | Visitor abandoned the form before completing it. |
Purchase-related icons
Journey shaping icons
Icon | Tooltip | Description |
---|---|---|
Outcome achieved | Visitor achieved one of your outcomes. | |
Segment matched | Visitor matched one of your segments. |
Miscellaenous icons
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