Customer journey (PureCloud)

Feature coming soon!Learn about the customer journey data that PureCloud agents see.

Prerequisites

• Configure the following permissions in PureCloud:
  • Journey > Event > View permission (to see events on the customer journey map)
  • Journey > Outcome > View permission (to see outcomes achieved and scores for a visit)
  • Journey > OutcomeScores > View permission (to see real-time predictions)
  • Journey > Segment > View permission (to see matched segments for a visit)
  • Journey > Session > View permission (to see live tracking information about visitors who are currently on your website)

Outcome predictions and segments matched

An outcome represents a particular goal and the colored bars represent the customer's progress toward that goal. For example, if the goal is to purchase a product, then the customer's progress moves toward that goal when the customer puts an item in their shopping cart. These bars update in real time as the customer's progress changes. For more information about outcomes, see About segments.

A segment represents a group of customers that have something in common. For example, a segment might include all customers who use the same browser or are from the same geographic region. Segments appear in the order in which Genesys Predictive Engagement assigns them to the customer. For more information about segments, see About outcome predictions and probabilities.

Session cards

Session cards organize journey data. Each card represents what the user did during a particular period of time called a session.

The newest session card appears at the top. If the session card is green, it means that the customer has been active on your website within the past 20 minutes. After 20 minutes of inactivity, the card color changes to gray.

Important

We show data only about webpages we track. If a customer leaves your website and then comes back, we do not show you where the customer went.

When you first view a card, you see:

• A summary that includes the date and time when the card begins
• The webpage where the customer is
• Additional information icons such as the customer's location, operating system, and browser
• Segments the customer matched
• Outcome progress during the session

View journey details

To see more details about a particular card, click it. In this view, you see the journey map.

The map updates in real time as the customer navigates your website, responds to interaction requests, and matches segments. To see the details of a particular icon on the map, hover over it. For more information about the icons, see Journey map icons.

Tip

• You can expand multiple cards simultaneously.
• The color of a segment matched icon corresponds to the color of the actual segment.

View searches performed

In the visit journey map, hover over a search icon to see what the customer searched for when.

View more cards

To see more cards, click View More at the bottom of the list.