In Live Now, learn to use a graphical representation of a visitor's path through your website. This information provides the full context of a visitor's questions and can help you understand their needs. For more information about the icons, 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 visitor's journey
The visit journey map indicates:
- Which pages a visitor saw and in what order
- The engagement types that the visitor had with an agent or with Genesys Predictive Engagement while on a page
- When the visitor matched segments
To see URLs instead of page titles, click
URL.
See point-in-time details
To see more information about what the visitor did, rest your mouse on an icon.
About the icons
Messaging icons
This section only applies to Genesys Cloud customers using web messaging.
Icon
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Tooltip
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Description
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Messaging offered
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Genesys Predictive Engagement offered messaging to the visitor.
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Messaging accepted
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Visitor accepted the messaging offer.
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Messaging requested
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Visitor requested messaging.
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Messaging rejected
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Visitor rejected the messaging offer.
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Messaging timed out
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Messaging offer timed out before the visitor responded.
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Messaging ignored
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Visitor left the website before responding to the messaging offer.
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Chat icons
This section only applies to customers using web chat.
Icon
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Tooltip
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Description
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Chat offered
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Genesys Predictive Engagement offered a chat to the visitor.
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Chat accepted
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Visitor accepted the offer to chat.
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Chat requested
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Visitor requested a chat.
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Chat rejected
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Visitor rejected the offer to chat.
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Chat timed out
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Offer to chat timed out before the visitor responded.
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Chat ignored
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Visitor left the website before responding to the chat offer.
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Content offer icons
Icon
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Tooltip
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Description
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Content offer offered
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Genesys Predictive Engagement presented a content offer to the visitor.
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Content offer accepted
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Visitor accepted the content offer.
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Content offer rejected
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Visitor rejected the content offer.
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Content offer timed out
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Content offer timed out before the visitor responded.
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Content offer ignored
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Visitor left the website before responding to the content offer.
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Form-related icons
Icon
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Tooltip
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Description
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Form submitted
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Visitor submitted a form.
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Form abandoned
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Visitor abandoned the form before completing it.
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Purchase-related icons
Icon
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Tooltip
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Description
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Product added to cart
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Visitor added a product to their shopping cart.
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Product removed from cart
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Visitor removed a product from their shopping cart.
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Checkout complete
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Visitor completed the checkout transaction.
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Journey shaping icons
Icon
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Tooltip
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Description
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Outcome achieved
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Visitor achieved one of your outcomes.
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Segment matched
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Visitor matched one of your segments.
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Miscellaenous icons
Icon
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Tooltip
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Description
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Page viewed
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Visitor viewed the page.Important It's possible for a web session card to have multiple page titles with the same name. If the URL of a page changes, a new line will form on the web session card and the URL will update. We aren’t facilitating dynamic values within a page if a visitor reloads the page.
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Searched
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Visitor searched for something on your site.
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Default
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Default icon used when no other icon is applicable.
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Error
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An error occurred.
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