Difference between revisions of "ATC/Current/AdminGuide/Customer journey map"
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|Context=In Live Now, learn to use a graphical representation of a user's path through your website. This will give you the full context of a user's questions and can help you better understand their needs. Skip to the {{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 user's path through your website. This will give you the full context of a user's questions and can help you better understand their needs. Skip to the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=AboutIcons|display text=icon descriptions}}. | ||
|Prereq='''Prerequisites''' | |Prereq='''Prerequisites''' | ||
− | * [https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in PureCloud:] | + | |
− | ** '''Journey '''>''' Customer''' > '''View''' permission (to see information about existing customers) | + | *[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in PureCloud:] |
− | ** '''Journey '''>''' Event '''>''' View''' permission (to see events on the customer journey map) | + | **'''Journey '''>''' Customer''' > '''View''' permission (to see information about existing customers) |
− | ** '''Journey '''>''' Visit''' > ''' View '''permission (to see live tracking information about visitors who are currently on your website) | + | **'''Journey '''>''' Event '''>''' View''' permission (to see events on the customer journey map) |
+ | **'''Journey '''>''' Visit''' > ''' View '''permission (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 customer's journey | ||
Line 18: | Line 19: | ||
|gif=No | |gif=No | ||
|structuredtext=The visit journey map indicates: | |structuredtext=The visit journey map indicates: | ||
− | * Which pages a customer saw and the sequence in which the customer saw them | + | |
− | * What types of engagement the customer had with an agent or with {{MINTYDOCSPRODUCT}} while on a page | + | *Which pages a customer saw and the sequence in which the customer saw them |
− | * When the customer matched segments | + | *What types of engagement the customer had with an agent or with {{MINTYDOCSPRODUCT}} while on a page |
+ | *When the customer matched segments | ||
To see URLs instead of page titles, click '''URL'''. | To see URLs instead of page titles, click '''URL'''. | ||
Line 42: | Line 44: | ||
|gif=No | |gif=No | ||
|structuredtext=Icon descriptions: | |structuredtext=Icon descriptions: | ||
− | * {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=ChatActivityIcons|display text=Chat activity icons}} | + | |
− | * {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=ContentActivityIcons|display text=Content 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=PurchaseIcons|display text=Purchase activity icons}} | + | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=ContentActivityIcons|display text=Content activity icons}} |
− | * {{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=JourneyIcons|display text=Journey icons}} | + | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=FormIcons|display text=Form activity 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=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=WebhookICons|display text=Webhook icons}} | ||
|fullwidth=No | |fullwidth=No | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
− | |sectionHeading=Chat | + | |sectionHeading=Chat icons |
|Type=Structured | |Type=Structured | ||
|anchor=ChatActivityIcons | |anchor=ChatActivityIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
− | |||
|gif=No | |gif=No | ||
+ | |structuredtext=<br /> | ||
+ | {{{!}} class="wikitable" | ||
+ | {{!}}+ | ||
+ | !Icon | ||
+ | !Tooltip | ||
+ | !Description | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Chat offered.png|frameless|50x50px]] | ||
+ | {{!}}Chat offered | ||
+ | {{!}}{{MINTYDOCSPRODUCT}} offered a chat to the user. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Chat accepted.png|left|frameless|50x50px]] | ||
+ | {{!}}Chat accepted | ||
+ | {{!}}The user accepted the offer to chat. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Chat requested.png|frameless|50x50px]] | ||
+ | {{!}}Chat requested | ||
+ | {{!}}The user requested a chat. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Chat rejected.png|left|frameless|50x50px]] | ||
+ | {{!}}Chat rejected | ||
+ | {{!}}The user rejected the offer to chat. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Chat timed out.png|left|frameless|50x50px]] | ||
+ | {{!}}Chat timed out | ||
+ | {{!}}The offer to chat timed out before the user responded. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Chat ignored.png|left|frameless|50x50px]] | ||
+ | {{!}}Chat ignored | ||
+ | {{!}}The user left the website before responding to the chat offer. | ||
+ | {{!}}} | ||
|fullwidth=No | |fullwidth=No | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
− | |sectionHeading=Content offer | + | |sectionHeading=Content offer icons |
|Type=Structured | |Type=Structured | ||
|anchor=ContentActivityIcons | |anchor=ContentActivityIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
− | |||
|gif=No | |gif=No | ||
+ | |structuredtext={{ComingSoon}}<br /> | ||
+ | {{{!}} class="wikitable" | ||
+ | !Icon | ||
+ | !Tooltip | ||
+ | !Description | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Content offer offered.png|left|frameless|50x50px]] | ||
+ | {{!}}Content offer offered | ||
+ | {{!}}{{MINTYDOCSPRODUCT}} presented a content offer to the user. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Content offer opened.png|left|frameless|50x50px]] | ||
+ | {{!}}Content offer accepted | ||
+ | {{!}}The user accepted the content offer. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Content offer closed.png|left|frameless|50x50px]] | ||
+ | {{!}}Content offer rejected | ||
+ | {{!}}The user rejected the content offer. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Content offer timed out.png|left|frameless|50x50px]] | ||
+ | {{!}}Content offer timed out | ||
+ | {{!}}The content offer timed out before the user responded. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Content offer ignored.png|left|frameless|50x50px]] | ||
+ | {{!}}Content offer ignored | ||
+ | {{!}}The user left the website before responding to the content offer. | ||
+ | {{!}}} | ||
|fullwidth=No | |fullwidth=No | ||
− | |Status= | + | |Status=Yes |
}}{{Section | }}{{Section | ||
− | |sectionHeading= | + | |sectionHeading=Form-related icons |
|Type=Structured | |Type=Structured | ||
− | |anchor= | + | |anchor=FormIcons |
|alignment=Vertical | |alignment=Vertical | ||
− | |||
|gif=No | |gif=No | ||
+ | |structuredtext=<br /> | ||
+ | {{{!}} class="wikitable" | ||
+ | !Icon | ||
+ | !Tooltip | ||
+ | !Description | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Form submitted.png|frameless|50x50px|link=https://all.docs.genesys.com/File:Form_submitted.png]] | ||
+ | {{!}}Form submitted | ||
+ | {{!}}The user submitted a form. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Form abandoned.png|frameless|50x50px|link=https://all.docs.genesys.com/File:Form_abandoned.png]] | ||
+ | {{!}}Form abandoned | ||
+ | {{!}}The user navigated away from a form before completing it. | ||
+ | {{!}}} | ||
|fullwidth=No | |fullwidth=No | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
− | |sectionHeading= | + | |sectionHeading=Purchase-related icons |
|Type=Structured | |Type=Structured | ||
− | |anchor= | + | |anchor=PurchaseIcons |
|alignment=Vertical | |alignment=Vertical | ||
− | |||
|gif=No | |gif=No | ||
+ | |structuredtext=<br /> | ||
+ | {{{!}} class="wikitable" | ||
+ | !Icon | ||
+ | !Tooltip | ||
+ | !Description | ||
+ | {{!}}- | ||
+ | {{!}}[[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 | ||
+ | {{!}}The user 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]] | ||
+ | {{!}}Product removed from cart | ||
+ | {{!}}The user removed a product from their shopping cart. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Checkout successful.png|frameless|50x50px|link=https://all.docs.genesys.com/File:Checkout_successful.png]] | ||
+ | {{!}}Checkout complete | ||
+ | {{!}}The user completed the checkout transaction. | ||
+ | {{!}}} | ||
|fullwidth=No | |fullwidth=No | ||
|Status=No | |Status=No | ||
Line 91: | Line 180: | ||
|anchor=JourneyIcons | |anchor=JourneyIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
− | |||
|gif=No | |gif=No | ||
+ | |structuredtext=<br /> | ||
+ | {{{!}} class="wikitable" | ||
+ | !Icon | ||
+ | !Tooltip | ||
+ | !Description | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Outcome achieved.png|left|frameless|50x50px]] | ||
+ | {{!}}Outcome achieved | ||
+ | {{!}}The user achieved one of your outcomes. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Segment matched.png|left|frameless|50x50px]] | ||
+ | {{!}}Segment matched | ||
+ | {{!}}The user matched one of your segments. | ||
+ | {{!}}} | ||
|fullwidth=No | |fullwidth=No | ||
|Status=No | |Status=No | ||
Line 99: | Line 201: | ||
|Type=Structured | |Type=Structured | ||
|anchor=MiscIcons | |anchor=MiscIcons | ||
− | |alignment= | + | |alignment=Vertical |
− | |||
|gif=No | |gif=No | ||
+ | |structuredtext=<br /> | ||
+ | {{{!}} class="wikitable" | ||
+ | !Icon | ||
+ | !Tooltip | ||
+ | !Description | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Page viewed.png|left|frameless|50x50px]] | ||
+ | {{!}}Page viewed | ||
+ | {{!}}The user viewed the page. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Search.png|frameless|50x50px]] | ||
+ | {{!}}Searched | ||
+ | {{!}}The user searched for something on your site. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:DefaultATC.png|left|frameless|50x50px]] | ||
+ | {{!}}Default | ||
+ | {{!}}This icon is used for events that do not have an icon. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Error.png|left|frameless|56x56px]] | ||
+ | {{!}}Error | ||
+ | {{!}}This icon appears when an error occurs. | ||
+ | {{!}}} | ||
|fullwidth=No | |fullwidth=No | ||
|Status=No | |Status=No | ||
Line 108: | Line 231: | ||
|Type=Structured | |Type=Structured | ||
|anchor=WebhookICons | |anchor=WebhookICons | ||
− | |alignment= | + | |alignment=Vertical |
− | |||
|gif=No | |gif=No | ||
|structuredtext={{ComingSoon}} | |structuredtext={{ComingSoon}} | ||
+ | {{{!}} class="wikitable" | ||
+ | !Icon | ||
+ | !Tooltip | ||
+ | !Description | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Webhook offered.png|left|frameless|50x50px]] | ||
+ | {{!}}Webhook offered | ||
+ | {{!}}The webhook made a request to the PureCloud integration. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Webhook accepted.png|left|frameless|50x50px]] | ||
+ | {{!}}Webhook accepted | ||
+ | {{!}}The webhook request connected with the third-party product's endpoint. | ||
+ | {{!}}- | ||
+ | {{!}}[[File:Webhook rejected.png|left|frameless|50x50px]] | ||
+ | {{!}}Webhook rejected | ||
+ | {{!}}PureCloud rejected the webhook's request. | ||
+ | {{!}}} | ||
|fullwidth=No | |fullwidth=No | ||
− | |Status= | + | |Status=Yes |
}} | }} | ||
}} | }} |
Revision as of 11:50, November 12, 2019
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 user's path through your website. This will give you the full context of a user's questions and can help you better understand their needs. Skip to the icon descriptions.
Prerequisites
- Configure the following permissions in PureCloud:
- Journey > Customer > View permission (to see information about existing customers)
- Journey > Event > View permission (to see events on the customer journey map)
- Journey > Visit > View permission (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 the sequence in which the customer saw them
- 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
About the icons
Chat icons
Form-related icons
Icon | Tooltip | Description |
---|---|---|
Form submitted | The user submitted a form. | |
Form abandoned | The user navigated away from a form before completing it. |
Purchase-related icons
Journey shaping icons
Icon | Tooltip | Description |
---|---|---|
Outcome achieved | The user achieved one of your outcomes. | |
Segment matched | The user matched one of your segments. |
Miscellaenous icons
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