ATC/Current/AgentGuide/Map icons

Feature coming soon!Learn about the icons that PureCloud agents see when they review the customer journey map for a user.

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 when the user completed the activity.

Journey map icon descriptions:

• Chat icons
• Content offer activity icons
• Form activity icons
• Purchase activity icons
• Journey Shaping icons
• Miscellaneous icons

Call icons

Icon	Tooltip	Description
	Inbound call	A user called an agent.
	Outbound call	An agent called a user.
	Call connected	The call between the agent and user connected.
	Call scheduled	A user scheduled a call.
	Call wrap-up	The agent assigned a wrap-up code to the call.

Chat icons

Icon	Tooltip	Description
	Chat offered	Genesys Predictive Engagement offered a chat to the user.
	Chat accepted	The user accepted the offer to chat.
	Chat form completed	The user requested a chat.
	Chat rejected	The user rejected the offer to chat.
	Chat timed out	The offer to chat timed out before the user responded.
	Chat ignored	The user left the website before responding to the chat offer.

Content offer icons

Feature coming soon

Icon	Tooltip	Description
	Content offer offered	Genesys Predictive Engagement presented a content offer to the user.
	Content offer accepted	The user accepted the content offer.
	Content offer rejected	The user rejected the content offer.
	Content offer timed out	The content offer timed out before the user responded.
	Content offer ignored	The user left the website before responding to the content offer.

Form-related icons

Icon	Tooltip	Description
	Form submitted	The user submitted a form.
	Form started	The user started completing a form.
	Form abandoned	The user navigated away from a form before completing it.

Purchase-related icons

Icon	Tooltip	Description
	Product added to cart	The user added a product to their shopping cart.
	Product removed from cart	The user removed a product from their shopping cart.
	Checkout complete	The user completed the checkout transaction.

Journey shaping icons

Icon	Tooltip	Description
	Outcome achieved	The user achieved one of your outcomes.
	Segment matched	The user matched one of your segments. The color of the icon matches the color of the corresponding segment.

Miscellaneous icons

Icon	Tooltip	Description
	Page viewed	The user viewed the page.
	Searched	The user searched for something on your site.
	Default	This icon is used for events that do not have an icon.
	Error	This icon appears when an error occurs.