Visit journey map (admin view)

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 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 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 the icons

Icon descriptions:

• Chat activity icons
• Content activity icons
• Purchase activity icons
• Form activity icons
• Journey icons
• MIscellaneous icons
• Webhook icons

Chat icons

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

Content offer icons

Feature coming soon

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

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

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

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

Icon	Tooltip	Description
	Page viewed	The user viewed the page.
	Searched	The user searched for something on your site.
	Default	This icon is used for events that do not have an icon.
	Error	This icon appears when an error occurs.

Webhook icons

Feature coming soon

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

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