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

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m (Text replacement - "PureCloud" to "Genesys Cloud")
(Published)
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|ComingSoon=Yes
 
|ComingSoon=Yes
 
|Platform=GenesysCloud
 
|Platform=GenesysCloud
−
|Prereq=
 
 
|Section={{Section
 
|Section={{Section
 
|sectionHeading=About the icons
 
|sectionHeading=About the icons
 
|anchor=AboutMapIcons
 
|anchor=AboutMapIcons
−
|alignment=Horizontal
+
|alignment=Vertical
−
|Media=Image
 
−
|image=AI197IconColors.png
 
 
|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 when the user completed the activity.
  
 
Journey map icon descriptions:
 
Journey map icon descriptions:
  
−
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=ChatActivityIcons|display text=Chat icons}}
+
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=ChatActivityIcons|display text=Web chat icons}}
 
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=ContentActivityIcons|display text=Content offer activity icons}}
 
*{{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 icons}}
 
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=FormIcons|display text=Form activity icons}}
−
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=PurchaseIcons|display text=Purchase activity icons}}
 
 
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=JourneyIcons|display text=Journey Shaping icons}}
 
*{{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 icons}}
 
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=MiscIcons|display text=Miscellaneous icons}}
−
|structuredtextwide=
+
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=CustomEvents|display text=Custom event icons}}
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Call icons
+
|sectionHeading=Web chat icons
−
|anchor=CallIcons
 
−
|alignment=Vertical
 
−
|Media=
 
−
|image=
 
−
|structuredtext=<br />
 
−
{{{!}} class="wikitable"
 
−
!Icon
 
−
!Tooltip
 
−
!Description
 
−
{{!}}-
 
−
{{!}}[[File:Agent_inbound-call.png{{!}}link=https://all.docs.genesys.com/File:Agent_inbound-call.png]]
 
−
{{!}}Inbound call
 
−
{{!}}A user called an agent.
 
−
{{!}}-
 
−
{{!}}[[File:Agent_Outbound-call.png{{!}}link=https://all.docs.genesys.com/File:Agent_Outbound-call.png]]
 
−
{{!}}Outbound call
 
−
{{!}}An agent called a user.
 
−
{{!}}-
 
−
{{!}}[[File:Agent_Call connected.png{{!}}link=https://all.docs.genesys.com/File:Agent_Call connected.png]]
 
−
{{!}}Call connected
 
−
{{!}}The call between the agent and user connected.
 
−
{{!}}-
 
−
{{!}}[[File:Agent_Call scheduled.png{{!}}link=https://all.docs.genesys.com/File:Agent_Call scheduled.png]]
 
−
{{!}}Call scheduled
 
−
{{!}}A user scheduled a call.
 
−
{{!}}-
 
−
{{!}}[[File:Agent_Call wrap up.png{{!}}link=https://all.docs.genesys.com/File:Agent_Call wrap up.png]]
 
−
{{!}}Call wrap-up
 
−
{{!}}The agent assigned a wrap-up code to the call.
 
−
{{!}}}
 
−
|structuredtextwide=
 
−
|FAQHeading=
 
−
|Status=Yes
 
−
}}{{Section
 
−
|sectionHeading=Chat icons
 
 
|anchor=ChatActivityIcons
 
|anchor=ChatActivityIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|Media=
 
−
|image=
 
 
|structuredtext=<br />
 
|structuredtext=<br />
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
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{{!}}-
 
{{!}}-
  
−
{{!}}[[File:Agent Chat offered.png{{!}}left{{!}}frameless{{!}}50x50px]]  
+
{{!}}[[File:cjv-webchat-offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat offered
 
{{!}}Chat offered
 
{{!}}{{MINTYDOCSPRODUCT}} offered a chat to the user.
 
{{!}}{{MINTYDOCSPRODUCT}} offered a chat to the user.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent 197 Chat accepted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent 197 Chat accepted.png]]
+
{{!}}[[File:cjv-webchat-accept.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-accept.png]]
 
{{!}}Chat accepted
 
{{!}}Chat accepted
 
{{!}}The user accepted the offer to chat.
 
{{!}}The user accepted the offer to chat.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_Chat form complete.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Chat form complete.png]]
+
{{!}}[[File:cjv-webchat-submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-submitted.png]]
 
{{!}}Chat form completed
 
{{!}}Chat form completed
−
{{!}}The user requested a chat.
+
{{!}}The user completed the form to request a chat.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent Chat rejected.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent Chat rejected.png]]
+
{{!}}[[File:cjv-webchat-rejected.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-rejected.png]]
 
{{!}}Chat rejected
 
{{!}}Chat rejected
 
{{!}}The user rejected the offer to chat.
 
{{!}}The user rejected the offer to chat.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_Chat timed out.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Chat timed out.png]]
+
{{!}}[[File:cjv-webchat-timeout.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-timeout.png]]
 
{{!}}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:Agent_Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Chat ignored.png]]
+
{{!}}[[File:cjv-webchat-ignored.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-ignored.png]]
 
{{!}}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.
 +
{{!}}-
 +
{{!}}[[File:cjv-webchat-error.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-error.png]]
 +
{{!}}Chat error
 +
{{!}}The chat experienced an error.
 
{{!}}}
 
{{!}}}
−
|structuredtextwide=
+
<br />
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|anchor=ContentActivityIcons
 
|anchor=ContentActivityIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|Media=
 
−
|image=
 
 
|structuredtext=<br />{{ComingSoon}}
 
|structuredtext=<br />{{ComingSoon}}
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
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!Description
 
!Description
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_Content offer offered.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Content_offer_offered.png]]
+
{{!}}[[File:cjv-offer-offered.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-offer-offered.png]]
 
{{!}}Content offer offered
 
{{!}}Content offer offered
 
{{!}}{{MINTYDOCSPRODUCT}} presented a content offer to the user.
 
{{!}}{{MINTYDOCSPRODUCT}} presented a content offer to the user.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_content offer accepted.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_content offer accepted.png]]
+
{{!}}[[File:cjv-offer-opened.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-offer-opened.png]]
 
{{!}}Content offer accepted
 
{{!}}Content offer accepted
 
{{!}}The user accepted the content offer.
 
{{!}}The user accepted the content offer.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_Content offer rejected.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Content offer rejected.png]]
+
{{!}}[[File:cjv-offer-ignored.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-offer-ignored.png]]
−
{{!}}Content offer rejected
 
−
{{!}}The user rejected the content offer.
 
−
{{!}}-
 
−
{{!}}[[File:Agent_Content offer timed out.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Content_offer_timed_out.png]]
 
−
{{!}}Content offer timed out
 
−
{{!}}The content offer timed out before the user responded.
 
−
{{!}}-
 
−
{{!}}[[File:Agent_Content offer ignored.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Content_offer_ignored.png]]
 
 
{{!}}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=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|anchor=FormIcons
 
|anchor=FormIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|Media=
 
−
|image=
 
 
|structuredtext=<br />
 
|structuredtext=<br />
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
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!Description
 
!Description
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_Application form submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Application 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
 
{{!}}The user submitted a form.
 
{{!}}The user submitted a form.
  
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_Application form started.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Application form started.png]]
+
{{!}}[[File:cjv-form-abandon.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-form-abandon.png]]
−
{{!}}Form started
 
−
{{!}}The user started completing a form.
 
−
 
 
−
{{!}}-
 
−
{{!}}[[File:Agent_Form abandoned.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_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
−
|sectionHeading=Purchase-related icons
+
|sectionHeading=Journey shaping icons
−
|anchor=PurchaseIcons
+
|anchor=JourneyIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|Media=
 
−
|image=
 
 
|structuredtext=<br />
 
|structuredtext=<br />
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
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!Description
 
!Description
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Product added to cart.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Product_added_to_cart.png]]
+
{{!}}[[File:cjv_outcome-achieved.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv_outcome-achieved.png]]
−
{{!}}Product added to cart
+
{{!}}Outcome achieved
−
{{!}}The user added a product to their shopping cart.
+
{{!}}The user achieved one of your outcomes.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Product removed from cart.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Product_removed_from_cart.png]]
+
{{!}}[[File:cjv-segment.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-segment.png]]
−
{{!}}Product removed from cart
+
{{!}}Segment matched
−
{{!}}The user removed a product from their shopping cart.
+
{{!}}The user matched one of your segments. The color of the icon matches the color of the corresponding segment.
−
{{!}}-
 
−
{{!}}[[File:Checkout successful.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Checkout_successful.png]]
 
−
{{!}}Checkout complete
 
−
{{!}}The user completed the checkout transaction.
 
 
{{!}}}
 
{{!}}}
−
|structuredtextwide=
 
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Journey shaping icons
+
|sectionHeading=Miscellaneous icons
−
|anchor=JourneyIcons
+
|anchor=MiscIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|Media=
 
−
|image=
 
 
|structuredtext=<br />
 
|structuredtext=<br />
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
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!Description
 
!Description
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_Outcome achieved.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Outcome_achieved.png]]
+
{{!}}[[File:cjv-search.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-search.png]]
−
{{!}}Outcome achieved
+
{{!}}Searched
−
{{!}}The user achieved one of your outcomes.
+
{{!}}The user searched for something on your site.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Agent_Segment match circle.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Agent_Segment match circle.png]]
+
{{!}}[[File:Default_Event.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Default_Event.png]]
−
{{!}}Segment matched
+
{{!}}Default
−
{{!}}The user matched one of your segments. The color of the icon matches the color of the corresponding segment.
+
{{!}}This icon is used for events that do not have an icon.
 
{{!}}}
 
{{!}}}
−
|structuredtextwide=
 
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Miscellaneous icons
+
|sectionHeading=Custom event icons
−
|anchor=MiscIcons
+
|anchor=CustomEvents
 
|alignment=Vertical
 
|alignment=Vertical
−
|Media=
 
−
|image=
 
 
|structuredtext=<br />
 
|structuredtext=<br />
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
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!Description
 
!Description
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Page viewed.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Page_viewed.png]]
+
{{!}}[[File:cc-delivery.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cc-delivery.png{{!}}link=https://all.docs.genesys.com/File:cc-delivery.pngleftframeless50x50pxlink=https://all.docs.genesys.com/File:cc-delivery.png]]
−
{{!}}Page viewed
+
{{!}}Delivery
−
{{!}}The user viewed the page.
+
{{!}}A delivery event occurred.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Search.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Search.png]]
+
{{!}}[[File:cc-finance.invoice.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cc-finance.invoice.png{{!}}link=https://all.docs.genesys.com/File:cc-finance.invoice.pngframeless50x50pxlink=https://all.docs.genesys.com/File:cc-finance.invoice.png]]
−
{{!}}Searched
+
{{!}}Invoice
−
{{!}}The user searched for something on your site.
+
{{!}}An invoice event occurred.
 +
{{!}}-
 +
{{!}}[[File:cc-generic-application.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cc-generic-application{{!}}link=https://all.docs.genesys.com/File:cc-generic-applicationleftframeless50x50pxlink=https://all.docs.genesys.com/File:cc-generic-application.png]]
 +
{{!}}Application
 +
{{!}}An application-related event occurred.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:DefaultATC.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:DefaultATC.png]]
+
{{!}}[[File:cc-policy-contract.png{{!}}left{{!}}frameless{{!}}56x56px{{!}}link=https://all.docs.genesys.com/File:cc-policy-contract.png{{!}}link=https://all.docs.genesys.com/File:cc-policy-contract.pngleftframeless56x56pxlink=https://all.docs.genesys.com/File:cc-policy-contract.png]]
−
{{!}}Default
+
{{!}}Contract
−
{{!}}This icon is used for events that do not have an icon.
+
{{!}}A contract event occurred.
 
{{!}}-
 
{{!}}-
−
{{!}}[[File:Error.png{{!}}left{{!}}frameless{{!}}56x56px{{!}}link=https://all.docs.genesys.com/File:Error.png]]
+
{{!}}[[File:Default_Event.png{{!}}left{{!}}frameless{{!}}56x56px{{!}}link=https://all.docs.genesys.com/File:Default_Event.png{{!}}link=https://all.docs.genesys.com/File:Default_Event.pngleftframeless56x56pxlink=https://all.docs.genesys.com/File:Default_Event.png]]
−
{{!}}Error
+
{{!}}Default Event
−
{{!}}This icon appears when an error occurs.
+
{{!}}A custom event occurred for which no other icon has been selected.
 
{{!}}}
 
{{!}}}
−
|structuredtextwide=
+
<br />
−
|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Revision as of 17:16, August 10, 2020

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

Feature coming soon!Learn about the icons that Genesys Cloud 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:

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 The user accepted the offer to chat.
Cjv-webchat-submitted.png Chat form completed The user completed the form to request a chat.
Cjv-webchat-rejected.png Chat rejected The user rejected the offer to chat.
Cjv-webchat-timeout.png
 Chat timed out The offer to chat timed out before the user responded.
Cjv-webchat-ignored.png
 Chat ignored The user left the website before responding to the chat offer.
Cjv-webchat-error.png
 Chat error The chat experienced an error.


Content offer icons


Feature coming soon
Icon Tooltip Description
Cjv-offer-offered.png
 Content offer offered Genesys Predictive Engagement presented a content offer to the user.
Cjv-offer-opened.png
 Content offer accepted The user accepted the content offer.
Cjv-offer-ignored.png
 Content offer ignored The user left the website before responding to the content offer.

Form-related icons


Icon Tooltip Description
Cjv-form-submitted.png Form submitted The user submitted a form.
Cjv-form-abandon.png Form abandoned The user navigated away from a form before completing it.

Journey shaping icons


Icon Tooltip Description
Cjv outcome-achieved.png
 Outcome achieved The user achieved one of your outcomes.
Cjv-segment.png
 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
Cjv-search.png Searched The user searched for something on your site.
Default Event.png
 Default This icon is used for events that do not have an icon.

Custom event icons


Icon Tooltip Description
Cc-delivery.png
 Delivery A delivery event occurred.
Cc-finance.invoice.png Invoice An invoice event occurred.
Cc-generic-application.png
 Application An application-related event occurred.
Cc-policy-contract.png
 Contract A contract event occurred.
Default Event.png
 Default Event A custom event occurred for which no other icon has been selected.


Retrieved from "https://all.docs.genesys.com/ATC/Current/AgentGuide/Map_icons (2025-06-19 11:50:36)"
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