Difference between revisions of "ATC/Current/AdminGuide/Customer journey map"
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{{Article | {{Article | ||
|Standalone=No | |Standalone=No | ||
− | |DisplayName=Visit journey map | + | |DisplayName=Visit journey map (admin view) |
− | |||
|TocName=Visit journey map | |TocName=Visit journey map | ||
+ | |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. Skip to the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=AboutIcons|display text=icon descriptions}}. | ||
|ComingSoon=No | |ComingSoon=No | ||
− | | | + | |Platform=PureEngage, PureConnect, PureCloud |
|Prereq='''Prerequisites''' | |Prereq='''Prerequisites''' | ||
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|Section={{Section | |Section={{Section | ||
|sectionHeading=View a customer's journey | |sectionHeading=View a customer's journey | ||
− | |||
− | |||
|alignment=Vertical | |alignment=Vertical | ||
|structuredtext=[[File:IconColorsSample.png]] | |structuredtext=[[File:IconColorsSample.png]] | ||
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To see URLs instead of page titles, click '''URL'''. | To see URLs instead of page titles, click '''URL'''. | ||
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
|sectionHeading=See point-in-time details | |sectionHeading=See point-in-time details | ||
− | | | + | |alignment=Horizontal |
− | | | + | |Media=Image |
− | | | + | |image=HoverDetails2.png |
− | |structuredtext= | + | |structuredtext=Hover over an icon to see more information about what the customer did. |
− | Hover over an icon to see more information about what the customer did. | ||
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
|sectionHeading=About the icons | |sectionHeading=About the icons | ||
|anchor=AboutIcons | |anchor=AboutIcons | ||
− | |||
− | |||
|alignment=Horizontal | |alignment=Horizontal | ||
+ | |Media=Image | ||
|image=IconColors.png | |image=IconColors.png | ||
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|structuredtext=Icon descriptions: | |structuredtext=Icon descriptions: | ||
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*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=JourneyIcons|display text=MIscellaneous icons}} | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=JourneyIcons|display text=MIscellaneous icons}} | ||
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=WebhookICons|display text=Webhook icons}} | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=WebhookICons|display text=Webhook icons}} | ||
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
|sectionHeading=Chat icons | |sectionHeading=Chat icons | ||
|anchor=ChatActivityIcons | |anchor=ChatActivityIcons | ||
− | |||
− | |||
|alignment=Vertical | |alignment=Vertical | ||
|structuredtext=<br /> | |structuredtext=<br /> | ||
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{{!}}The user left the website before responding to the chat offer. | {{!}}The user left the website before responding to the chat offer. | ||
{{!}}} | {{!}}} | ||
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
|sectionHeading=Content offer icons | |sectionHeading=Content offer icons | ||
|anchor=ContentActivityIcons | |anchor=ContentActivityIcons | ||
− | |||
− | |||
|alignment=Vertical | |alignment=Vertical | ||
|structuredtext={{ComingSoon}}<br /> | |structuredtext={{ComingSoon}}<br /> | ||
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{{!}}The user left the website before responding to the content offer. | {{!}}The user left the website before responding to the content offer. | ||
{{!}}} | {{!}}} | ||
− | |||
|Status=Yes | |Status=Yes | ||
}}{{Section | }}{{Section | ||
|sectionHeading=Form-related icons | |sectionHeading=Form-related icons | ||
|anchor=FormIcons | |anchor=FormIcons | ||
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− | |||
|alignment=Vertical | |alignment=Vertical | ||
|structuredtext=<br /> | |structuredtext=<br /> | ||
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{{!}}The user navigated away from a form before completing it. | {{!}}The user navigated away from a form before completing it. | ||
{{!}}} | {{!}}} | ||
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
|sectionHeading=Purchase-related icons | |sectionHeading=Purchase-related icons | ||
|anchor=PurchaseIcons | |anchor=PurchaseIcons | ||
− | |||
− | |||
|alignment=Vertical | |alignment=Vertical | ||
|structuredtext=<br /> | |structuredtext=<br /> | ||
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{{!}}The user completed the checkout transaction. | {{!}}The user completed the checkout transaction. | ||
{{!}}} | {{!}}} | ||
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
|sectionHeading=Journey shaping icons | |sectionHeading=Journey shaping icons | ||
|anchor=JourneyIcons | |anchor=JourneyIcons | ||
− | |||
− | |||
|alignment=Vertical | |alignment=Vertical | ||
|structuredtext=<br /> | |structuredtext=<br /> | ||
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{{!}}The user matched one of your segments. | {{!}}The user matched one of your segments. | ||
{{!}}} | {{!}}} | ||
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
|sectionHeading=Miscellaenous icons | |sectionHeading=Miscellaenous icons | ||
|anchor=MiscIcons | |anchor=MiscIcons | ||
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− | |||
|alignment=Vertical | |alignment=Vertical | ||
|structuredtext=<br /> | |structuredtext=<br /> | ||
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{{!}}This icon appears when an error occurs. | {{!}}This icon appears when an error occurs. | ||
{{!}}} | {{!}}} | ||
− | |||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
|sectionHeading=Webhook icons | |sectionHeading=Webhook icons | ||
|anchor=WebhookICons | |anchor=WebhookICons | ||
− | |||
− | |||
|alignment=Vertical | |alignment=Vertical | ||
|structuredtext={{ComingSoon}} | |structuredtext={{ComingSoon}} | ||
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{{!}}} | {{!}}} | ||
11/18: As per Eamonn, this section should remain hidden indefinitely. | 11/18: As per Eamonn, this section should remain hidden indefinitely. | ||
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|Status=Yes | |Status=Yes | ||
}} | }} | ||
}} | }} |
Revision as of 20:20, February 28, 2020
This topic is part of the manual Genesys Predictive Engagement Administrator's Guide for version Current of Genesys Predictive Engagement.
Contents
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. Skip to the icon descriptions.
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
About the icons
Chat icons
Form-related icons
Icon | Tooltip | Description |
---|---|---|
Form submitted | The user submitted a form. | |
Form abandoned | The user navigated away from a form before completing it. |
Purchase-related icons
Journey shaping icons
Icon | Tooltip | Description |
---|---|---|
Outcome achieved | The user achieved one of your outcomes. | |
Segment matched | The user matched one of your segments. |
Miscellaenous icons
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