Difference between revisions of "ATC/Current/AdminGuide/Customer journey map"
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|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 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}} | + | |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 | |Platform=PureConnect, GenesysCloud, GenesysEngage-cloud | ||
|Prereq='''Prerequisites''' | |Prereq='''Prerequisites''' | ||
− | *[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud:] | + | *[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:] |
**'''Journey '''>''' Customer''' > '''View''' (to see information about existing customers) | **'''Journey '''>''' Customer''' > '''View''' (to see information about existing customers) | ||
**'''Journey '''>''' Event '''>''' View''' (to see events on the customer journey map) | **'''Journey '''>''' Event '''>''' View''' (to see events on the customer journey map) | ||
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*When the visitor 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'''.{{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 | ||
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|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=JourneyIcons|display text=Journey shaping icons}} | |
− | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=JourneyIcons|display text=Journey icons}} | ||
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=JourneyIcons|display text=Miscellaneous icons}} | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=JourneyIcons|display text=Miscellaneous icons}} | ||
|Status=No | |Status=No | ||
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|anchor=MessagingIcons | |anchor=MessagingIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
− | |structuredtext={{ | + | |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" | {{{!}} class="wikitable" | ||
{{!}}+ | {{!}}+ | ||
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|anchor=ChatActivityIcons | |anchor=ChatActivityIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
− | |structuredtext= | + | |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" | ||
{{!}}+ | {{!}}+ | ||
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{{!}}[[File:Page viewed.png{{!}}left{{!}}frameless{{!}}50x50px]] | {{!}}[[File:Page viewed.png{{!}}left{{!}}frameless{{!}}50x50px]] | ||
{{!}}Page viewed | {{!}}Page viewed | ||
− | {{!}}Visitor viewed the page. | + | {{!}}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{{!}}frameless{{!}}50x50px]] | {{!}}[[File:Search.png{{!}}frameless{{!}}50x50px]] |
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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