Journey map icons (Genesys Cloud)

Feature coming soon!Learn about the icons that Genesys Cloud agents see when they review the customer journey map for a user.

About the icons

Each icon represents a type of activity that occurred during a particular session. The position of the icon on the journey map indicates when the user completed the activity.

Journey map icon descriptions:

• Web chat icons
• Content offer activity icons
• Form activity icons
• Journey Shaping icons
• Miscellaneous icons
• Custom event icons

Web 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 form completed	The user completed the form to request 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.
	Chat error	The chat experienced an error.

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 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.

Journey shaping icons

Icon	Tooltip	Description
	Outcome achieved	The user achieved one of your outcomes.
	Segment matched	The user matched one of your segments. The color of the icon matches the color of the corresponding segment.

Miscellaneous icons

Icon	Tooltip	Description
	Searched	The user searched for something on your site.
	Default	This icon is used for events that do not have an icon.

Custom event icons

Icon	Tooltip	Description
	Delivery	A delivery event occurred.
	Invoice	An invoice event occurred.
	Application	An application-related event occurred.
	Contract	A contract event occurred.
	Default Event	A custom event occurred for which no other icon has been selected.