Difference between revisions of "ATC/Current/AdminGuide/Customer journey map"
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Revision as of 13:05, December 15, 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 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
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
About the icons
Chat icons
Messaging icons
Feature coming soon: Web messaging
If you are a Genesys Cloud customer, we encourage you to use the new web messaging feature to replace web chat.
Form-related icons
Icon | Tooltip | Description |
---|---|---|
Form submitted | Customer submitted a form. | |
Form abandoned | Customer abandoned the form before completing it. |
Purchase-related icons
Journey shaping icons
Icon | Tooltip | Description |
---|---|---|
Outcome achieved | Customer achieved one of your outcomes. | |
Segment matched | Customer matched one of your segments. |
Miscellaenous icons
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