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

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*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=CustomEvents|display text=Custom event icons}}
 
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=CustomEvents|display text=Custom event icons}}
 
|Status=No
 
|Status=No
 +
}}{{Section
 +
|sectionHeading=AI-303 Insert link in above section
 +
|alignment=Vertical
 +
|structuredtext=* {{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=MessagingActivityIcons|display text=Web messaging icons}}
 +
|Status=Yes
 
}}{{Section
 
}}{{Section
 
|sectionHeading=Web chat icons
 
|sectionHeading=Web chat icons
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{{!}}[[File:cjv-webchat-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 web chat to the visitor.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:cjv-webchat-accept.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-accept.png]]
 
{{!}}[[File:cjv-webchat-accept.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-accept.png]]
−
{{!}}Chat accepted
+
{{!}}Chat offer accepted
−
{{!}}User accepted the offer to chat.
+
{{!}}Visitor accepted the web chat offer.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:cjv-webchat-submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-submitted.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
−
{{!}}User completed the form to request a chat.
+
{{!}}Visitor completed the form to request a web chat.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:cjv-webchat-rejected.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-rejected.png]]
 
{{!}}[[File:cjv-webchat-rejected.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-rejected.png]]
 
{{!}}Chat rejected
 
{{!}}Chat rejected
−
{{!}}User rejected the offer to chat.
+
{{!}}Visitor rejected the web chat offer.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:cjv-webchat-timeout.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-timeout.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
−
{{!}}Offer to chat timed out before the user responded.
+
{{!}}Offer to chat timed out before the visitor responded.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:cjv-webchat-ignored.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-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
−
{{!}}User left the website before responding to the chat offer.
+
{{!}}Visitor left the website before responding to the web chat offer.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:cjv-webchat-error.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-error.png]]
 
{{!}}[[File:cjv-webchat-error.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-error.png]]
 
{{!}}Chat error
 
{{!}}Chat error
−
{{!}}Chat experienced an error.
+
{{!}}Web chat experienced an error.
 
{{!}}}
 
{{!}}}
 
<br />
 
<br />
 
|Status=No
 
|Status=No
 +
}}{{Section
 +
|sectionHeading=Web messaging icons
 +
|anchor=MessagingActivityIcons
 +
|alignment=Vertical
 +
|structuredtext={{BarbFeatureTemp|Feature=Web messaging}}<br />
 +
{{{!}} class="wikitable"
 +
{{!}}+
 +
!Icon
 +
!Tooltip
 +
!Description
 +
{{!}}-
 +
 +
{{!}}[[File:cjv-webchat-offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
 +
{{!}}Web messaging offered
 +
{{!}}{{MINTYDOCSPRODUCT}} offered web messaging to the visitor.
 +
{{!}}-
 +
{{!}}[[File:cjv-webchat-accept.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-accept.png]]
 +
{{!}}Web messaging offer accepted
 +
{{!}}Visitor accepted the web messaging offer.
 +
{{!}}-
 +
{{!}}[[File:cjv-webchat-submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-submitted.png]]
 +
{{!}}Web messaging form completed
 +
{{!}}Visitor completed the form to request web messaging.
 +
{{!}}-
 +
{{!}}[[File:cjv-webchat-rejected.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-rejected.png]]
 +
{{!}}Web messaging offer rejected
 +
{{!}}Visitor rejected the web messaging offer.
 +
{{!}}-
 +
{{!}}[[File:cjv-webchat-timeout.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-timeout.png]]
 +
{{!}}Web messaging offer timed out
 +
{{!}}Web messaging offer timed out before the visitor responded.
 +
{{!}}-
 +
{{!}}[[File:cjv-webchat-ignored.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-ignored.png]]
 +
{{!}}Web messaging offer ignored
 +
{{!}}Visitor left the website before responding to the web messaging offer.
 +
{{!}}-
 +
{{!}}[[File:cjv-webchat-error.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-error.png]]
 +
{{!}}Web messaging error
 +
{{!}}Web messaging experienced an error.
 +
{{!}}}
 +
|Status=Yes
 
}}{{Section
 
}}{{Section
 
|sectionHeading=Content offer icons
 
|sectionHeading=Content offer icons
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{{!}}[[File:cjv-offer-offered.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-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 visitor.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:cjv-offer-opened.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-offer-opened.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
−
{{!}}User accepted the content offer.
+
{{!}}Visitor accepted the content offer.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:cjv-offer-ignored.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-offer-ignored.png]]
 
{{!}}[[File:cjv-offer-ignored.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-offer-ignored.png]]
 
{{!}}Content offer ignored
 
{{!}}Content offer ignored
−
{{!}}User left the website before responding to the content offer.
+
{{!}}Visitor left the website before responding to the content offer.
 
{{!}}}
 
{{!}}}
 
|Status=No
 
|Status=No
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{{!}}[[File:cjv-form-submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-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
−
{{!}}User submitted a form.
+
{{!}}Visitor submitted a form.
  
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:cjv-form-abandon.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-form-abandon.png]]
 
{{!}}[[File:cjv-form-abandon.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-form-abandon.png]]
 
{{!}}Form abandoned
 
{{!}}Form abandoned
−
{{!}}User abandoned the form before completing it.
+
{{!}}Visitor abandoned the form before completing it.
 
{{!}}}
 
{{!}}}
 
|Status=No
 
|Status=No
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{{!}}[[File:cjv_outcome-achieved.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv_outcome-achieved.png]]
 
{{!}}[[File:cjv_outcome-achieved.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv_outcome-achieved.png]]
 
{{!}}Outcome achieved
 
{{!}}Outcome achieved
−
{{!}}User achieved one of your outcomes.
+
{{!}}Visitor achieved one of your outcomes.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:cjv-segment.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-segment.png]]
 
{{!}}[[File:cjv-segment.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-segment.png]]
 
{{!}}Segment matched
 
{{!}}Segment matched
−
{{!}}User matched one of your segments. The color of the icon matches the color of the corresponding segment.
+
{{!}}Visitor matched one of your segments. The color of the icon matches the color of the corresponding segment.
 
{{!}}}
 
{{!}}}
 
|Status=No
 
|Status=No
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{{!}}[[File:cjv-search.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-search.png]]
 
{{!}}[[File:cjv-search.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-search.png]]
 
{{!}}Searched
 
{{!}}Searched
−
{{!}}User searched for something on your site.
+
{{!}}Visitor searched for something on your site.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Default_Event.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Default_Event.png]]
 
{{!}}[[File:Default_Event.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Default_Event.png]]

Revision as of 15:53, November 19, 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:

AI-303 Insert link in above section

Web chat icons


Icon Tooltip Description
Cjv-webchat-offered.png
 Chat offered Genesys Predictive Engagement offered a web chat to the visitor.
Cjv-webchat-accept.png Chat offer accepted Visitor accepted the web chat offer.
Cjv-webchat-submitted.png Chat form completed Visitor completed the form to request a web chat.
Cjv-webchat-rejected.png Chat rejected Visitor rejected the web chat offer.
Cjv-webchat-timeout.png
 Chat timed out Offer to chat timed out before the visitor responded.
Cjv-webchat-ignored.png
 Chat ignored Visitor left the website before responding to the web chat offer.
Cjv-webchat-error.png
 Chat error Web chat experienced an error.


Web messaging icons

Feature coming soon: Web messaging


Icon Tooltip Description
Cjv-webchat-offered.png
 Web messaging offered Genesys Predictive Engagement offered web messaging to the visitor.
Cjv-webchat-accept.png Web messaging offer accepted Visitor accepted the web messaging offer.
Cjv-webchat-submitted.png Web messaging form completed Visitor completed the form to request web messaging.
Cjv-webchat-rejected.png Web messaging offer rejected Visitor rejected the web messaging offer.
Cjv-webchat-timeout.png
 Web messaging offer timed out Web messaging offer timed out before the visitor responded.
Cjv-webchat-ignored.png
 Web messaging offer ignored Visitor left the website before responding to the web messaging offer.
Cjv-webchat-error.png
 Web messaging error Web messaging 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 visitor.
Cjv-offer-opened.png
 Content offer accepted Visitor accepted the content offer.
Cjv-offer-ignored.png
 Content offer ignored Visitor left the website before responding to the content offer.

Form-related icons


Icon Tooltip Description
Cjv-form-submitted.png Form submitted Visitor submitted a form.
Cjv-form-abandon.png Form abandoned Visitor abandoned the form before completing it.

Journey shaping icons


Icon Tooltip Description
Cjv outcome-achieved.png
 Outcome achieved Visitor achieved one of your outcomes.
Cjv-segment.png
 Segment matched Visitor 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 Visitor searched for something on your site.
Default Event.png
 Default Default icon used when no other icon is applicable.

Custom event icons


Icon Tooltip Description
Cc-delivery.png
 Delivery Delivery event occurred.
Cc-finance.invoice.png Invoice Invoice event occurred.
Cc-generic-application.png
 Application Application-related event occurred.
Cc-policy-contract.png
 Contract Contract event occurred.
Default Event.png
 Default Event Default icon used for a custom event when no other icon is applicable.


Retrieved from "https://all.docs.genesys.com/ATC/Current/AgentGuide/Map_icons (2025-06-19 07:21:24)"
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