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

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|DisplayName=Visit journey map (admin view)
 
|DisplayName=Visit journey map (admin view)
 
|TocName=Visit journey map
 
|TocName=Visit journey map
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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. Skip to the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=AboutIcons|display text=icon descriptions}}.
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|Context=In Live Now, learn to use a graphical representation of a user's path through your website. This information provides the full context of a user's questions and can help you understand their needs. For more information, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Customer_journey_map|anchor=AboutIcons|display text=icon descriptions}}.
 
|ComingSoon=No
 
|ComingSoon=No
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|Platform=GenesysEngage-cloud, PureConnect, GenesysCloud
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|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 
|Prereq='''Prerequisites'''
 
|Prereq='''Prerequisites'''
  
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|Section={{Section
 
|Section={{Section
 
|sectionHeading=View a customer's journey
 
|sectionHeading=View a customer's journey
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|Media=
 
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|image=
 
 
|structuredtext=[[File:IconColorsSample.png]]
 
|structuredtext=[[File:IconColorsSample.png]]
  
 
The visit journey map indicates:
 
The visit journey map indicates:
  
−
*Which pages a customer saw and the sequence in which the customer saw them
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*Which pages a customer saw and in what order
 
*What types of engagement the customer had with an agent or with {{MINTYDOCSPRODUCT}} while on a page
 
*What types of engagement the customer had with an agent or with {{MINTYDOCSPRODUCT}} while on a page
 
*When the customer matched segments
 
*When the customer matched segments
  
 
To see URLs instead of page titles, click '''URL'''.
 
To see URLs instead of page titles, click '''URL'''.
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}}{{Section
 
}}{{Section
 
|sectionHeading=See point-in-time details
 
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|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
 
|image=HoverDetails2.png
 
|image=HoverDetails2.png
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|structuredtext=Hover over an icon to see more information about what the customer did.
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|structuredtext=To see more information about what the customer did, rest your mouse on an icon .
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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}}
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|anchor=ChatActivityIcons
 
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{{!}}[[File:Chat accepted.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat accepted.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat accepted
 
{{!}}Chat accepted
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{{!}}The user accepted the offer to chat.
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{{!}}User accepted the offer to chat.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat requested.png{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat requested.png{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat requested
 
{{!}}Chat requested
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{{!}}The user requested a chat.
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{{!}}User requested a chat.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat rejected.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat rejected.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat rejected
 
{{!}}Chat rejected
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{{!}}The user rejected the offer to chat.
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{{!}}User rejected the offer to chat.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat timed out.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat timed out.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat timed out
 
{{!}}Chat timed out
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{{!}}The offer to chat timed out before the user responded.
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{{!}}Offer to chat timed out before the user responded.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Chat ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Chat ignored
 
{{!}}Chat ignored
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{{!}}The user left the website before responding to the chat offer.
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{{!}}User left the website before responding to the chat offer.
 
{{!}}}
 
{{!}}}
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{{!}}[[File:Content offer opened.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Content offer opened.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Content offer accepted
 
{{!}}Content offer accepted
−
{{!}}The user accepted the content offer.
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{{!}}User accepted the content offer.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Content offer closed.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Content offer closed.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Content offer rejected
 
{{!}}Content offer rejected
−
{{!}}The user rejected the content offer.
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{{!}}User rejected the content offer.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Content offer timed out.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Content offer timed out.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Content offer timed out
 
{{!}}Content offer timed out
−
{{!}}The content offer timed out before the user responded.
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{{!}}Content offer timed out before the user responded.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Content offer ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Content offer ignored.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Content offer ignored
 
{{!}}Content offer ignored
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{{!}}The user left the website before responding to the content offer.
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{{!}}User left the website before responding to the content offer.
 
{{!}}}
 
{{!}}}
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{{!}}[[File:Form submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Form_submitted.png]]
 
{{!}}[[File:Form submitted.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Form_submitted.png]]
 
{{!}}Form submitted
 
{{!}}Form submitted
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{{!}}The user submitted a form.
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{{!}}User submitted a form.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Form abandoned.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Form_abandoned.png]]
 
{{!}}[[File:Form abandoned.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Form_abandoned.png]]
 
{{!}}Form abandoned
 
{{!}}Form abandoned
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{{!}}The user navigated away from a form before completing it.
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{{!}}User abandoned the form before completing it.
 
{{!}}}
 
{{!}}}
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|anchor=PurchaseIcons
 
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|alignment=Vertical
 
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{{!}}[[File:Product added to cart.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Product_added_to_cart.png]]
 
{{!}}[[File:Product added to cart.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Product_added_to_cart.png]]
 
{{!}}Product added to cart
 
{{!}}Product added to cart
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{{!}}The user added a product to their shopping cart.
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{{!}}User added a product to their shopping cart.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Product removed from cart.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Product_removed_from_cart.png]]
 
{{!}}[[File:Product removed from cart.png{{!}}left{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Product_removed_from_cart.png]]
 
{{!}}Product removed from cart
 
{{!}}Product removed from cart
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{{!}}The user removed a product from their shopping cart.
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{{!}}User removed a product from their shopping cart.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Checkout successful.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Checkout_successful.png]]
 
{{!}}[[File:Checkout successful.png{{!}}frameless{{!}}50x50px{{!}}link=https://all.docs.genesys.com/File:Checkout_successful.png]]
 
{{!}}Checkout complete
 
{{!}}Checkout complete
−
{{!}}The user completed the checkout transaction.
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{{!}}User completed the checkout transaction.
 
{{!}}}
 
{{!}}}
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{{!}}[[File:Outcome achieved.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Outcome achieved.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Outcome achieved
 
{{!}}Outcome achieved
−
{{!}}The user achieved one of your outcomes.
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{{!}}User achieved one of your outcomes.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Segment matched.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Segment matched.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Segment matched
 
{{!}}Segment matched
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{{!}}The user matched one of your segments.
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{{!}}User matched one of your segments.
 
{{!}}}
 
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{{!}}[[File:Page viewed.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Page viewed.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Page viewed
 
{{!}}Page viewed
−
{{!}}The user viewed the page.
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{{!}}User viewed the page.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Search.png{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Search.png{{!}}frameless{{!}}50x50px]]
 
{{!}}Searched
 
{{!}}Searched
−
{{!}}The user searched for something on your site.
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{{!}}User searched for something on your site.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:DefaultATC.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:DefaultATC.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Default
 
{{!}}Default
−
{{!}}This icon is used for events that do not have an icon.
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{{!}}Default icon used when no other icon is applicable.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Error.png{{!}}left{{!}}frameless{{!}}56x56px]]
 
{{!}}[[File:Error.png{{!}}left{{!}}frameless{{!}}56x56px]]
 
{{!}}Error
 
{{!}}Error
−
{{!}}This icon appears when an error occurs.
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{{!}}An error occurred.  
 
{{!}}}
 
{{!}}}
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{{!}}[[File:Webhook offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Webhook offered.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Webhook offered
 
{{!}}Webhook offered
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{{!}}The webhook made a request to the Genesys Cloud integration.
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{{!}}Webhook made a request to the Genesys Cloud integration.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Webhook accepted.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}[[File:Webhook accepted.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
{{!}}Webhook accepted
 
{{!}}Webhook accepted
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{{!}}The webhook request connected with the third-party product's endpoint.
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{{!}}Webhook request connected with the third-party product's endpoint.
 
{{!}}-
 
{{!}}-
 
{{!}}[[File:Webhook rejected.png{{!}}left{{!}}frameless{{!}}50x50px]]
 
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Revision as of 11:49, October 15, 2020

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

In Live Now, learn to use a graphical representation of a user's path through your website. This information provides the full context of a user's questions and can help you understand their needs. For more information, see icon descriptions.

Prerequisites

  • Configure the following permissions in Genesys Cloud:
    • Journey > Customer > View (to see information about existing customers)
    • Journey > Event > View (to see events on the customer journey map)
    • Journey > Visit > View (to see live tracking information about visitors who are currently on your website)

View a customer's journey

IconColorsSample.png

The visit journey map indicates:

  • Which pages a customer saw and in what order
  • 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

To see more information about what the customer did, rest your mouse on an icon .

About the icons

Icon descriptions:

Chat icons


Icon Tooltip Description
Chat offered.png Chat offered Genesys Predictive Engagement offered a chat to the user.
Chat accepted.png
 Chat accepted User accepted the offer to chat.
Chat requested.png Chat requested User requested a chat.
Chat rejected.png
 Chat rejected User rejected the offer to chat.
Chat timed out.png
 Chat timed out Offer to chat timed out before the user responded.
Chat ignored.png
 Chat ignored User left the website before responding to the chat offer.

Content offer icons

Feature coming soon

Icon Tooltip Description
Content offer offered.png
 Content offer offered Genesys Predictive Engagement presented a content offer to the user.
Content offer opened.png
 Content offer accepted User accepted the content offer.
Content offer closed.png
 Content offer rejected User rejected the content offer.
Content offer timed out.png
 Content offer timed out Content offer timed out before the user responded.
Content offer ignored.png
 Content offer ignored User left the website before responding to the content offer.

Form-related icons


Icon Tooltip Description
Form submitted.png Form submitted User submitted a form.
Form abandoned.png Form abandoned User abandoned the form before completing it.

Purchase-related icons


Icon Tooltip Description
Product added to cart.png
 Product added to cart User added a product to their shopping cart.
Product removed from cart.png
 Product removed from cart User removed a product from their shopping cart.
Checkout successful.png Checkout complete User completed the checkout transaction.

Journey shaping icons


Icon Tooltip Description
Outcome achieved.png
 Outcome achieved User achieved one of your outcomes.
Segment matched.png
 Segment matched User matched one of your segments.

Miscellaenous icons


Icon Tooltip Description
Page viewed.png
 Page viewed User viewed the page.
Search.png Searched User searched for something on your site.
DefaultATC.png
 Default Default icon used when no other icon is applicable.
Error.png
 Error An error occurred.

Webhook icons

Feature coming soon
Icon Tooltip Description
Webhook offered.png
 Webhook offered Webhook made a request to the Genesys Cloud integration.
Webhook accepted.png
 Webhook accepted Webhook request connected with the third-party product's endpoint.
Webhook rejected.png
 Webhook rejected Genesys Cloud rejected the webhook's request.

11/18: As per Eamonn, this section should remain hidden indefinitely.

Retrieved from "https://all.docs.genesys.com/ATC/Current/AdminGuide/Customer_journey_map (2024-07-27 23:24:13)"
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