Difference between revisions of "ATC/Current/AgentGuide/Map icons"

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{{Article
 
{{Article
 
|Standalone=No
 
|Standalone=No
−
|DisplayName=Journey map icons (Genesys Cloud)
+
|DisplayName=Journey map icons
−
|TocName=Journey map icons (Genesys Cloud)
+
|TocName=Journey map icons
−
|Context=Learn about the icons that Genesys Cloud agents see when they review the customer journey map for a user.
+
|Context=Learn about the icons that could appear on the visitor journey map.
−
|ComingSoon=Yes
+
|ComingSoon=No
−
|Platform=GenesysCloud
+
|Platform=GenesysEngage-onpremises, PureConnect, GenesysCloud
 
|Section={{Section
 
|Section={{Section
 
|sectionHeading=About the icons
 
|sectionHeading=About the icons
 
|anchor=AboutMapIcons
 
|anchor=AboutMapIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|structuredtext=Each icon represents a type of activity that occurred during a particular session. The position of the icon on the journey map indicates when the user completed the activity.
+
|structuredtext=Each icon represents a type of activity that occurred during a particular session. The position of the icon on the journey map indicates the order in which the activity occurred.
  
−
Journey map icon descriptions:
+
Following are the types of icons that could appear:
  
−
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=ChatActivityIcons|display text=Web chat icons}}
+
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=WebMessaging|display text=Web messaging}}
−
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=MessagingActivityIcons|display text=Web messaging icons}}
+
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=ChatActivityIcons|display text=Web chat}}
−
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=ContentActivityIcons|display text=Content offer activity icons}}
+
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=FormIcons|display text=Form activity}}
−
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=FormIcons|display text=Form activity icons}}
+
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=JourneyIcons|display text=Journey shaping}}
−
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=JourneyIcons|display text=Journey Shaping icons}}
+
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=MiscIcons|display text=Miscellaneous}}
−
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=MiscIcons|display text=Miscellaneous icons}}
+
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=CustomEvents|display text=Custom events}}
−
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=CustomEvents|display text=Custom event icons}}
+
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=CallIcons|display text=Call}}
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Web chat icons
+
|sectionHeading=Web messaging icons
−
|anchor=ChatActivityIcons
+
|anchor=WebMessaging
 
|alignment=Vertical
 
|alignment=Vertical
−
|structuredtext=<br />
+
|structuredtext=These icons are only available to Genesys Cloud CX customers who are participating in the beta release for identity stitching.
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
 
{{!}}+
 
{{!}}+
 
!Icon
 
!Icon
−
!Tooltip
+
!Name
 
!Description
 
!Description
 
{{!}}-
 
{{!}}-
−
 
+
{{!}}[[File:Cjv-webchat-accept.png{{!}}70x70px{{!}}link=https://all.docs.genesys.com/File:Cjv-webchat-accept.png70x70px]]
−
{{!}}[[File:cjv-webchat-offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
+
{{!}}Messaging offer accepted
−
{{!}}Chat offered
+
{{!}}Website visitor accepted the messaging offer.
−
{{!}}{{MINTYDOCSPRODUCT}} offered a web chat to the visitor.
 
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:cjv-webchat-accept.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-accept.png]]
+
{{!}}[[File:Cjv-webchat-error.png{{!}}70x70px{{!}}link=https://all.docs.genesys.com/File:Cjv-webchat-error.png70x70px]]
−
{{!}}Chat offer accepted
+
{{!}}Messenger error
−
{{!}}Visitor accepted the web chat offer.
+
{{!}}Messenger experience an error.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:cjv-webchat-submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-submitted.png]]
+
{{!}}[[File:Cjv-webchat-ignored.png{{!}}70x70px{{!}}link=https://all.docs.genesys.com/File:Cjv-webchat-ignored.png70x70px]]
−
{{!}}Chat form completed
+
{{!}}Messaging offer ignored
−
{{!}}Visitor completed the form to request a web chat.
+
{{!}}Website visitor left your website before responding to the messaging offer.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:cjv-webchat-rejected.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-rejected.png]]
+
{{!}}[[File:Cjv-webchat-offered.png{{!}}70x70px{{!}}link=https://all.docs.genesys.com/File:Cjv-webchat-offered.png70x70px]]
−
{{!}}Chat rejected
+
{{!}}Messaging interaction offered
−
{{!}}Visitor rejected the web chat offer.
+
{{!}}Predictive engagement presented a messaging offer to the website visitor.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:cjv-webchat-timeout.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-timeout.png]]
+
{{!}}[[File:Cjv-webchat-rejected.png{{!}}70x70px{{!}}link=https://all.docs.genesys.com/File:Cjv-webchat-rejected.png70x70px]]
−
{{!}}Chat timed out
+
{{!}}Messaging offer rejected
−
{{!}}Offer to chat timed out before the visitor responded.
+
{{!}}Website visitor rejected the messaging offer.
−
{{!}}-
 
−
{{!}}[[File:cjv-webchat-ignored.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-ignored.png]]
 
−
{{!}}Chat ignored
 
−
{{!}}Visitor left the website before responding to the web chat offer.
 
−
{{!}}-
 
−
{{!}}[[File:cjv-webchat-error.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-error.png]]
 
−
{{!}}Chat error
 
−
{{!}}Web chat experienced an error.
 
 
{{!}}}
 
{{!}}}
−
<br />
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Web messaging icons
+
|sectionHeading=Web chat icons
−
|anchor=MessagingActivityIcons
+
|anchor=ChatActivityIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|structuredtext={{BarbFeatureTemp|Feature=Web messaging}}If you are a Genesys Cloud customer, we encourage you to use the new [[Draft:ATC/Current/AdminGuide/About web messaging|web messaging]] feature to replace web chat.
+
|structuredtext={{{!}} class="wikitable"
−
{{{!}} class="wikitable"
 
 
{{!}}+
 
{{!}}+
 
!Icon
 
!Icon
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{{!}}[[File:cjv-webchat-offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:cjv-webchat-offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
−
{{!}}Web messaging offered
+
{{!}}Chat offered
−
{{!}}{{MINTYDOCSPRODUCT}} offered web messaging to the visitor.
+
{{!}}{{MINTYDOCSPRODUCT}} offered a chat to the user.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:cjv-webchat-accept.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-accept.png]]
 
{{!}}[[File:cjv-webchat-accept.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-accept.png]]
−
{{!}}Web messaging offer accepted
+
{{!}}Chat accepted
−
{{!}}Visitor accepted the web messaging offer.
+
{{!}}User accepted the offer to chat.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:cjv-webchat-submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-submitted.png]]
 
{{!}}[[File:cjv-webchat-submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-submitted.png]]
−
{{!}}Web messaging form completed
+
{{!}}Chat form completed
−
{{!}}Visitor completed the form to request web messaging.
+
{{!}}User completed the form to request a chat.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:cjv-webchat-rejected.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-rejected.png]]
 
{{!}}[[File:cjv-webchat-rejected.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-rejected.png]]
−
{{!}}Web messaging offer rejected
+
{{!}}Chat rejected
−
{{!}}Visitor rejected the web messaging offer.
+
{{!}}User rejected the offer to chat.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:cjv-webchat-timeout.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-timeout.png]]
 
{{!}}[[File:cjv-webchat-timeout.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-timeout.png]]
−
{{!}}Web messaging offer timed out
+
{{!}}Chat timed out
−
{{!}}Web messaging offer timed out before the visitor responded.
+
{{!}}Offer to chat timed out before the user responded.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:cjv-webchat-ignored.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-ignored.png]]
 
{{!}}[[File:cjv-webchat-ignored.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-ignored.png]]
−
{{!}}Web messaging offer ignored
+
{{!}}Chat ignored
−
{{!}}Visitor left the website before responding to the web messaging offer.
+
{{!}}User left the website before responding to the chat offer.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:cjv-webchat-error.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-error.png]]
 
{{!}}[[File:cjv-webchat-error.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-error.png]]
−
{{!}}Web messaging error
+
{{!}}Chat error
−
{{!}}Web messaging experienced an error.
+
{{!}}Chat experienced an error.
−
{{!}}}
 
−
|Status=No
 
−
}}{{Section
 
−
|sectionHeading=Content offer icons
 
−
|anchor=ContentActivityIcons
 
−
|alignment=Vertical
 
−
|structuredtext=<br />{{ComingSoon}}
 
−
{{{!}} class="wikitable"
 
−
!Icon
 
−
!Tooltip
 
−
!Description
 
−
{{!}}-
 
−
{{!}}[[File:cjv-offer-offered.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-offer-offered.png]]
 
−
{{!}}Content offer offered
 
−
{{!}}{{MINTYDOCSPRODUCT}} presented a content offer to the visitor.
 
−
{{!}}-
 
−
{{!}}[[File:cjv-offer-opened.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-offer-opened.png]]
 
−
{{!}}Content offer accepted
 
−
{{!}}Visitor accepted the content offer.
 
−
{{!}}-
 
−
{{!}}[[File:cjv-offer-ignored.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-offer-ignored.png]]
 
−
{{!}}Content offer ignored
 
−
{{!}}Visitor left the website before responding to the content offer.
 
 
{{!}}}
 
{{!}}}
 +
<br />
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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{{!}}[[File:cjv-form-submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-form-submitted.png]]
 
{{!}}[[File:cjv-form-submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-form-submitted.png]]
 
{{!}}Form submitted
 
{{!}}Form submitted
−
{{!}}Visitor submitted a form.
+
{{!}}User submitted a form.
  
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:cjv-form-abandon.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-form-abandon.png]]
 
{{!}}[[File:cjv-form-abandon.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-form-abandon.png]]
 
{{!}}Form abandoned
 
{{!}}Form abandoned
−
{{!}}Visitor abandoned the form before completing it.
+
{{!}}User abandoned the form before completing it.
 
{{!}}}
 
{{!}}}
 
|Status=No
 
|Status=No
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{{!}}[[File:cjv_outcome-achieved.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv_outcome-achieved.png]]
 
{{!}}[[File:cjv_outcome-achieved.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv_outcome-achieved.png]]
 
{{!}}Outcome achieved
 
{{!}}Outcome achieved
−
{{!}}Visitor achieved one of your outcomes.
+
{{!}}User achieved one of your outcomes.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:cjv-segment.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-segment.png]]
 
{{!}}[[File:cjv-segment.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-segment.png]]
 
{{!}}Segment matched
 
{{!}}Segment matched
−
{{!}}Visitor matched one of your segments. The color of the icon matches the color of the corresponding segment.
+
{{!}}User matched one of your segments. The color of the icon matches the color of the corresponding segment.
 
{{!}}}
 
{{!}}}
 
|Status=No
 
|Status=No
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{{!}}[[File:cjv-search.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-search.png]]
 
{{!}}[[File:cjv-search.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-search.png]]
 
{{!}}Searched
 
{{!}}Searched
−
{{!}}Visitor searched for something on your site.
+
{{!}}User searched for something on your site.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Default_Event.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Default_Event.png]]
 
{{!}}[[File:Default_Event.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Default_Event.png]]
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{{!}}}
 
{{!}}}
 
<br />
 
<br />
 +
|Status=No
 +
}}{{Section
 +
|sectionHeading=Call icons
 +
|anchor=CallIcons
 +
|alignment=Vertical
 +
|structuredtext=<br />
 +
{{{!}} class="wikitable"
 +
{{!}}+
 +
!Icon
 +
!Name
 +
!Description
 +
{{!}}-
 +
{{!}}[[File:CallAbandonedIcon.png{{!}}70x70px{{!}}link=https://all.docs.genesys.com/File:CallAbandonedIcon.png70x70px]]
 +
{{!}}Abandoned
 +
{{!}}Customer abandoned the call.
 +
{{!}}-
 +
{{!}}[[File:InboundCallIcon2.png{{!}}70x70px{{!}}link=https://all.docs.genesys.com/File:InboundCallIcon2.png70x70px]]
 +
{{!}}Inbound call
 +
{{!}}Agent received an inbound call.
 +
{{!}}-
 +
{{!}}[[File:CallOnHoldIcon.png{{!}}80x80px{{!}}link=https://all.docs.genesys.com/File:CallOnHoldIcon.png80x80px]]
 +
{{!}}On hold
 +
{{!}}Agent placed the call on hold.
 +
{{!}}-
 +
{{!}}[[File:OutboundCallIcon.png{{!}}70x70px{{!}}link=https://all.docs.genesys.com/File:OutboundCallIcon.png70x70px]]
 +
{{!}}Outbound call
 +
{{!}}Agent placed an outbound call.
 +
{{!}}-
 +
{{!}}[[File:CallTransferredIcon.png{{!}}70x70px{{!}}link=https://all.docs.genesys.com/File:CallTransferredIcon.png70x70px]]
 +
{{!}}Transferred
 +
{{!}}Agent transferred the call.
 +
{{!}}}
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Latest revision as of 12:00, March 20, 2023

This topic is part of the manual Genesys Predictive Engagement Agent's Guide for version Current of Genesys Predictive Engagement.

Learn about the icons that could appear on the visitor journey map.

About the icons

Each icon represents a type of activity that occurred during a particular session. The position of the icon on the journey map indicates the order in which the activity occurred.

Following are the types of icons that could appear:

Web messaging icons

These icons are only available to Genesys Cloud CX customers who are participating in the beta release for identity stitching.

Icon Name Description
Cjv-webchat-accept.png Messaging offer accepted Website visitor accepted the messaging offer.
Cjv-webchat-error.png Messenger error Messenger experience an error.
Cjv-webchat-ignored.png Messaging offer ignored Website visitor left your website before responding to the messaging offer.
Cjv-webchat-offered.png Messaging interaction offered Predictive engagement presented a messaging offer to the website visitor.
Cjv-webchat-rejected.png Messaging offer rejected Website visitor rejected the messaging offer.

Web chat icons

Icon Tooltip Description
Cjv-webchat-offered.png
 Chat offered Genesys Predictive Engagement offered a chat to the user.
Cjv-webchat-accept.png Chat accepted User accepted the offer to chat.
Cjv-webchat-submitted.png Chat form completed User completed the form to request a chat.
Cjv-webchat-rejected.png Chat rejected User rejected the offer to chat.
Cjv-webchat-timeout.png
 Chat timed out Offer to chat timed out before the user responded.
Cjv-webchat-ignored.png
 Chat ignored User left the website before responding to the chat offer.
Cjv-webchat-error.png
 Chat error Chat experienced an error.


Form-related icons


Icon Tooltip Description
Cjv-form-submitted.png Form submitted User submitted a form.
Cjv-form-abandon.png Form abandoned User abandoned the form before completing it.

Journey shaping icons


Icon Tooltip Description
Cjv outcome-achieved.png
 Outcome achieved User achieved one of your outcomes.
Cjv-segment.png
 Segment matched User matched one of your segments. The color of the icon matches the color of the corresponding segment.

Miscellaneous icons


Icon Tooltip Description
Cjv-search.png Searched User searched for something on your site.
Default Event.png
 Default Default icon used when no other icon is applicable.

Custom event icons


Icon Tooltip Description
Cc-delivery.png
 Delivery Delivery event occurred.
Cc-finance.invoice.png Invoice Invoice event occurred.
Cc-generic-application.png
 Application Application-related event occurred.
Cc-policy-contract.png
 Contract Contract event occurred.
Default Event.png
 Default Event Default icon used for a custom event when no other icon is applicable.


Call icons


Icon Name Description
CallAbandonedIcon.png Abandoned Customer abandoned the call.
InboundCallIcon2.png Inbound call Agent received an inbound call.
CallOnHoldIcon.png On hold Agent placed the call on hold.
OutboundCallIcon.png Outbound call Agent placed an outbound call.
CallTransferredIcon.png Transferred Agent transferred the call.
Retrieved from "https://all.docs.genesys.com/ATC/Current/AgentGuide/Map_icons (2025-06-19 11:53:32)"
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