Difference between revisions of "ATC/Current/AdminGuide/Customer journey map"

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|TocName=Visit journey map
 
|TocName=Visit journey map
 
|ComingSoon=No
 
|ComingSoon=No
|Context=In Live Now, learn to use a graphical representation of a user's path through your website. This willgive you the full context of a user's questions and can help you better understand their needs.
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|Context=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.
 
|Prereq='''Prerequisites'''
 
|Prereq='''Prerequisites'''
 
* [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:]

Revision as of 20:09, October 10, 2019

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.

Prerequisites

  • Configure the following permissions in PureCloud:
    • Journey > Customer > View permission (to see information about existing customers)
    • Journey > Event > View permission (to see events on the customer journey map)
    • Journey > Visit > View permission (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

Hover over an icon to see more information about what the customer did.

About icon colors

Green indicates a positive event. For example, a customer adds a product to a cart.

Blue indicates a neutral event. For example, a customer searches a page.

Red indicates a negative event. For example, a customer abandons a form.

The following sections provide more details about the icon meanings.

Chat activity icons


Content offer activity icons


Purchase-related activity icons


Form-related icons


Journey shaping icons


Miscellaenous icons

Comments or questions about this documentation? Contact us for support!