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

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Journey map icon descriptions:
 
Journey map icon descriptions:
  
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*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=MessagingActivityIcons|display text=Web messaging icons}}
 
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=ChatActivityIcons|display text=Web chat icons}}
 
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=ChatActivityIcons|display text=Web chat icons}}
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*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=MessagingActivityIcons|display text=Web messaging 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}}
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|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|sectionHeading=Web chat icons
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|sectionHeading=Web messaging icons
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|anchor=ChatActivityIcons
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|anchor=MessagingActivityIcons
 
|alignment=Vertical
 
|alignment=Vertical
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|structuredtext=<br />
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|structuredtext={{BarbFeatureTemp|Feature=Web messaging}}If you are a Genesys Cloud customer, your organization might be using the new [[Draft:ATC/Current/AdminGuide/About web messaging|web messaging]] feature instead of web chat.
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
 
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{{!}}[[File:cjv-webchat-offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:cjv-webchat-offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
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{{!}}Chat offered
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{{!}}Web messaging offered
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{{!}}{{MINTYDOCSPRODUCT}} offered a web chat to the visitor.
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{{!}}{{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]]
 
{{!}}[[File:cjv-webchat-accept.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-accept.png]]
−
{{!}}Chat offer accepted
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{{!}}Web messaging offer accepted
−
{{!}}Visitor accepted the web chat offer.
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{{!}}Visitor accepted the web messaging 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
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{{!}}Web messaging form completed
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{{!}}Visitor completed the form to request a web chat.
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{{!}}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]]
 
{{!}}[[File:cjv-webchat-rejected.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-rejected.png]]
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{{!}}Chat rejected
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{{!}}Web messaging offer rejected
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{{!}}Visitor rejected the web chat offer.
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{{!}}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]]
 
{{!}}[[File:cjv-webchat-timeout.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-timeout.png]]
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{{!}}Chat timed out
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{{!}}Web messaging offer timed out
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{{!}}Offer to chat timed out before the visitor responded.
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{{!}}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]]
 
{{!}}[[File:cjv-webchat-ignored.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-ignored.png]]
−
{{!}}Chat ignored
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{{!}}Web messaging offer ignored
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{{!}}Visitor left the website before responding to the web chat offer.
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{{!}}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]]
 
{{!}}[[File:cjv-webchat-error.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:cjv-webchat-error.png]]
−
{{!}}Chat error
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{{!}}Web messaging error
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{{!}}Web chat experienced an error.
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{{!}}Web messaging experienced an error.
 
{{!}}}
 
{{!}}}
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<br />
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|sectionHeading=Web messaging icons
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|sectionHeading=Web chat icons
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|anchor=MessagingActivityIcons
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|anchor=ChatActivityIcons
 
|alignment=Vertical
 
|alignment=Vertical
−
|structuredtext={{BarbFeatureTemp|Feature=Web messaging}}If you are a Genesys Cloud customer, your organization might be using the new [[Draft:ATC/Current/AdminGuide/About web messaging|web messaging]] feature instead of web chat.
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|structuredtext=<br />
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
 
{{!}}+
 
{{!}}+
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{{!}}[[File:cjv-webchat-offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:cjv-webchat-offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
−
{{!}}Web messaging offered
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{{!}}Chat offered
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{{!}}{{MINTYDOCSPRODUCT}} offered web messaging to the visitor.
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{{!}}{{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]]
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{{!}}Web messaging offer accepted
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{{!}}Chat offer accepted
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{{!}}Visitor accepted the web messaging offer.
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{{!}}Visitor accepted the web chat offer.
 
{{!}}-
 
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{{!}}[[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]]
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{{!}}Web messaging form completed
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{{!}}Chat form completed
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{{!}}Visitor completed the form to request web messaging.
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{{!}}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]]
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{{!}}Web messaging offer rejected
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{{!}}Chat rejected
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{{!}}Visitor rejected the web messaging offer.
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{{!}}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]]
−
{{!}}Web messaging offer timed out
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{{!}}Chat timed out
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{{!}}Web messaging offer timed out before the visitor responded.
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{{!}}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]]
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{{!}}Web messaging offer ignored
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{{!}}Chat ignored
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{{!}}Visitor left the website before responding to the web messaging offer.
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{{!}}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]]
−
{{!}}Web messaging error
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{{!}}Chat error
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{{!}}Web messaging experienced an error.
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{{!}}Web chat experienced an error.
 
{{!}}}
 
{{!}}}
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<br />
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section

Revision as of 11:32, May 5, 2021

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 visitor.

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 visitor completed the activity.

Journey map icon descriptions:

Web messaging icons

Feature coming soon: Web messaging

If you are a Genesys Cloud customer, your organization might be using the new web messaging feature instead of web chat.

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.

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.


Content offer icons


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 13:27:22)"
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