Difference between revisions of "ATC/Current/AdminGuide/Customer journey map"
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*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in PureCloud:] | *[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in PureCloud:] | ||
− | **'''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 customer's journey | |sectionHeading=View a customer's journey | ||
+ | |anchor= | ||
|alignment=Vertical | |alignment=Vertical | ||
+ | |Media= | ||
+ | |image= | ||
|structuredtext=[[File:IconColorsSample.png]] | |structuredtext=[[File:IconColorsSample.png]] | ||
Line 24: | Line 27: | ||
To see URLs instead of page titles, click '''URL'''. | To see URLs instead of page titles, click '''URL'''. | ||
+ | |structuredtextwide= | ||
+ | |FAQHeading= | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
|sectionHeading=See point-in-time details | |sectionHeading=See point-in-time details | ||
+ | |anchor= | ||
|alignment=Horizontal | |alignment=Horizontal | ||
|Media=Image | |Media=Image | ||
|image=HoverDetails2.png | |image=HoverDetails2.png | ||
|structuredtext=Hover over an icon to see more information about what the customer did. | |structuredtext=Hover over an icon to see more information about what the customer did. | ||
+ | |structuredtextwide= | ||
+ | |FAQHeading= | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
Line 47: | Line 55: | ||
*{{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}} | ||
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=WebhookICons|display text=Webhook icons}} | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=WebhookICons|display text=Webhook icons}} | ||
+ | |structuredtextwide= | ||
+ | |FAQHeading= | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
Line 52: | Line 62: | ||
|anchor=ChatActivityIcons | |anchor=ChatActivityIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
+ | |Media= | ||
+ | |image= | ||
|structuredtext=<br /> | |structuredtext=<br /> | ||
{{{!}} class="wikitable" | {{{!}} class="wikitable" | ||
Line 59: | Line 71: | ||
!Description | !Description | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Chat offered.png | + | {{!}}[[File:Chat offered.png{{!}}frameless{{!}}50x50px]] |
{{!}}Chat offered | {{!}}Chat offered | ||
{{!}}{{MINTYDOCSPRODUCT}} offered a chat to the user. | {{!}}{{MINTYDOCSPRODUCT}} offered a chat to the user. | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Chat accepted.png | + | {{!}}[[File:Chat accepted.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Chat accepted | {{!}}Chat accepted | ||
{{!}}The user accepted the offer to chat. | {{!}}The user accepted the offer to chat. | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Chat requested.png | + | {{!}}[[File:Chat requested.png{{!}}frameless{{!}}50x50px]] |
{{!}}Chat requested | {{!}}Chat requested | ||
{{!}}The user requested a chat. | {{!}}The user requested a chat. | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Chat rejected.png | + | {{!}}[[File:Chat rejected.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Chat rejected | {{!}}Chat rejected | ||
{{!}}The user rejected the offer to chat. | {{!}}The user rejected the offer to chat. | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Chat timed out.png | + | {{!}}[[File:Chat timed out.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Chat timed out | {{!}}Chat timed out | ||
{{!}}The offer to chat timed out before the user responded. | {{!}}The offer to chat timed out before the user responded. | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Chat ignored.png | + | {{!}}[[File:Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Chat ignored | {{!}}Chat ignored | ||
{{!}}The user left the website before responding to the chat offer. | {{!}}The user left the website before responding to the chat offer. | ||
{{!}}} | {{!}}} | ||
+ | |structuredtextwide= | ||
+ | |FAQHeading= | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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|anchor=ContentActivityIcons | |anchor=ContentActivityIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
+ | |Media= | ||
+ | |image= | ||
|structuredtext={{ComingSoon}}<br /> | |structuredtext={{ComingSoon}}<br /> | ||
{{{!}} class="wikitable" | {{{!}} class="wikitable" | ||
Line 94: | Line 110: | ||
!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 user. | {{!}}{{MINTYDOCSPRODUCT}} presented a content offer to the user. | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Content offer opened.png | + | {{!}}[[File:Content offer opened.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Content offer accepted | {{!}}Content offer accepted | ||
{{!}}The user accepted the content offer. | {{!}}The user accepted the content offer. | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Content offer closed.png | + | {{!}}[[File:Content offer closed.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Content offer rejected | {{!}}Content offer rejected | ||
{{!}}The user rejected the content offer. | {{!}}The user 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 | ||
{{!}}The content offer timed out before the user responded. | {{!}}The content offer timed out before the user responded. | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Content offer ignored.png | + | {{!}}[[File:Content offer ignored.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Content offer ignored | {{!}}Content offer ignored | ||
{{!}}The user left the website before responding to the content offer. | {{!}}The user left the website before responding to the content offer. | ||
{{!}}} | {{!}}} | ||
+ | |structuredtextwide= | ||
+ | |FAQHeading= | ||
|Status=Yes | |Status=Yes | ||
}}{{Section | }}{{Section | ||
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|anchor=FormIcons | |anchor=FormIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
+ | |Media= | ||
+ | |image= | ||
|structuredtext=<br /> | |structuredtext=<br /> | ||
{{{!}} class="wikitable" | {{{!}} class="wikitable" | ||
Line 125: | Line 145: | ||
!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 | ||
{{!}}The user submitted a form. | {{!}}The user 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 | ||
{{!}}The user navigated away from a form before completing it. | {{!}}The user navigated away from a form before completing it. | ||
{{!}}} | {{!}}} | ||
+ | |structuredtextwide= | ||
+ | |FAQHeading= | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
Line 138: | Line 160: | ||
|anchor=PurchaseIcons | |anchor=PurchaseIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
+ | |Media= | ||
+ | |image= | ||
|structuredtext=<br /> | |structuredtext=<br /> | ||
{{{!}} class="wikitable" | {{{!}} class="wikitable" | ||
Line 144: | Line 168: | ||
!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 | ||
{{!}}The user added a product to their shopping cart. | {{!}}The user 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 | ||
{{!}}The user removed a product from their shopping cart. | {{!}}The user 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 | ||
{{!}}The user completed the checkout transaction. | {{!}}The user completed the checkout transaction. | ||
{{!}}} | {{!}}} | ||
+ | |structuredtextwide= | ||
+ | |FAQHeading= | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
Line 161: | Line 187: | ||
|anchor=JourneyIcons | |anchor=JourneyIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
+ | |Media= | ||
+ | |image= | ||
|structuredtext=<br /> | |structuredtext=<br /> | ||
{{{!}} class="wikitable" | {{{!}} class="wikitable" | ||
Line 167: | Line 195: | ||
!Description | !Description | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Outcome achieved.png | + | {{!}}[[File:Outcome achieved.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Outcome achieved | {{!}}Outcome achieved | ||
{{!}}The user achieved one of your outcomes. | {{!}}The user achieved one of your outcomes. | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Segment matched.png | + | {{!}}[[File:Segment matched.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Segment matched | {{!}}Segment matched | ||
{{!}}The user matched one of your segments. | {{!}}The user matched one of your segments. | ||
{{!}}} | {{!}}} | ||
+ | |structuredtextwide= | ||
+ | |FAQHeading= | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
Line 180: | Line 210: | ||
|anchor=MiscIcons | |anchor=MiscIcons | ||
|alignment=Vertical | |alignment=Vertical | ||
+ | |Media= | ||
+ | |image= | ||
|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 | ||
{{!}}The user viewed the page. | {{!}}The user viewed the page. | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Search.png | + | {{!}}[[File:Search.png{{!}}frameless{{!}}50x50px]] |
{{!}}Searched | {{!}}Searched | ||
{{!}}The user searched for something on your site. | {{!}}The user searched for something on your site. | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:DefaultATC.png | + | {{!}}[[File:DefaultATC.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Default | {{!}}Default | ||
{{!}}This icon is used for events that do not have an icon. | {{!}}This icon is used for events that do not have an icon. | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Error.png | + | {{!}}[[File:Error.png{{!}}left{{!}}frameless{{!}}56x56px]] |
{{!}}Error | {{!}}Error | ||
{{!}}This icon appears when an error occurs. | {{!}}This icon appears when an error occurs. | ||
{{!}}} | {{!}}} | ||
+ | |structuredtextwide= | ||
+ | |FAQHeading= | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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|anchor=WebhookICons | |anchor=WebhookICons | ||
|alignment=Vertical | |alignment=Vertical | ||
+ | |Media= | ||
+ | |image= | ||
|structuredtext={{ComingSoon}} | |structuredtext={{ComingSoon}} | ||
{{{!}} class="wikitable" | {{{!}} class="wikitable" | ||
Line 213: | Line 249: | ||
!Description | !Description | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Webhook offered.png | + | {{!}}[[File:Webhook offered.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Webhook offered | {{!}}Webhook offered | ||
{{!}}The webhook made a request to the PureCloud integration. | {{!}}The webhook made a request to the PureCloud integration. | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Webhook accepted.png | + | {{!}}[[File:Webhook accepted.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Webhook accepted | {{!}}Webhook accepted | ||
{{!}}The webhook request connected with the third-party product's endpoint. | {{!}}The webhook request connected with the third-party product's endpoint. | ||
{{!}}- | {{!}}- | ||
− | {{!}}[[File:Webhook rejected.png | + | {{!}}[[File:Webhook rejected.png{{!}}left{{!}}frameless{{!}}50x50px]] |
{{!}}Webhook rejected | {{!}}Webhook rejected | ||
{{!}}PureCloud rejected the webhook's request. | {{!}}PureCloud rejected the webhook's request. | ||
{{!}}} | {{!}}} | ||
11/18: As per Eamonn, this section should remain hidden indefinitely. | 11/18: As per Eamonn, this section should remain hidden indefinitely. | ||
+ | |structuredtextwide= | ||
+ | |FAQHeading= | ||
|Status=Yes | |Status=Yes | ||
}} | }} | ||
}} | }} |
Revision as of 11:10, June 23, 2020
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 (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 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
Comments or questions about this documentation? Contact us for support!