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
To see more information about what the customer did, rest your mouse on an icon.
About the icons
Chat icons
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 customer.
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Chat accepted
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Customer accepted the offer to chat.
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Chat requested
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Customer requested a chat.
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Chat rejected
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Customer rejected the offer to chat.
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Chat timed out
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Offer to chat timed out before the customer responded.
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Chat ignored
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Customer left the website before responding to the chat offer.
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Messaging icons
Feature coming soon: 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 customer.
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Messaging accepted
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Customer accepted the messaging offer.
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Messaging requested
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Customer requested messaging.
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Messaging rejected
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Customer rejected the messaging offer.
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Messaging timed out
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Messaging offer timed out before the customer responded.
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Messaging ignored
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Customer left the website before responding to the messaging offer.
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Content offer icons
Feature coming soon
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 customer.
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Content offer accepted
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Customer accepted the content offer.
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Content offer rejected
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Customer rejected the content offer.
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Content offer timed out
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Content offer timed out before the customer responded.
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Content offer ignored
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Customer 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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Customer submitted a form.
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Form abandoned
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Customer 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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Customer added a product to their shopping cart.
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Product removed from cart
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Customer removed a product from their shopping cart.
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Checkout complete
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Customer 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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Customer achieved one of your outcomes.
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Segment matched
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Customer 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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Customer viewed the page.
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Searched
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Customer 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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Webhook icons
Feature coming soon
Icon
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Tooltip
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Description
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Webhook offered
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Webhook made a request to the Genesys Cloud integration.
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Webhook accepted
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Webhook request connected with the third-party product's endpoint.
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Webhook rejected
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Genesys Cloud rejected the webhook's request.
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11/18: As per Eamonn, this section should remain hidden indefinitely.