Difference between revisions of "ATC/Current/AgentGuide/GPE Customer journey"

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{{Article
 
{{Article
 
|Standalone=No
 
|Standalone=No
−
|DisplayName=Customer journey (Genesys Cloud)
+
|DisplayName=An agent's experience in Genesys Cloud CX
−
|TocName=Customer journey (Genesys Cloud)
+
|TocName=Genesys Cloud CX
−
|Context=Learn about the customer journey data that Genesys Cloud agents see.
+
|Context=Learn about the customer journey data that {{MintyDocsProduct}} presents to agents in Genesys Cloud CX.
 +
 
 +
<br />
 
|ComingSoon=No
 
|ComingSoon=No
 
|Platform=GenesysCloud
 
|Platform=GenesysCloud
 
|Prereq='''Prerequisites'''
 
|Prereq='''Prerequisites'''
  
−
*[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
+
The following permissions are available by default to the role 'User'. If you are creating custom roles, ensure that you add the following permissions to the custom role.
−
**'''Journey '''>''' Event '''>''' View''' (to see events on the customer journey map)
+
 
−
**'''Journey''' > '''Event Type''' > '''View''' (to see event information)
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*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:]
 +
**'''Journey '''>''' Event '''>''' View''' (core permission to view the Customer journey gadget and to see detailed view web sessions)
 +
**'''Journey''' > '''Event Type''' > '''View''' (to allow customization of web sessions)
 +
**'''Journey '''>''' Session''' > '''View '''(to retrieve list of web session)
 +
**'''Journey''' > '''Session Type''' > '''View''' (to retrieve details of web sessions)
 
**'''Journey '''>''' Outcome''' > '''View '''(to see outcomes achieved and scores for a visit)
 
**'''Journey '''>''' Outcome''' > '''View '''(to see outcomes achieved and scores for a visit)
 
**'''Journey '''>''' OutcomeScores''' > '''View''' (to see real-time predictions)
 
**'''Journey '''>''' OutcomeScores''' > '''View''' (to see real-time predictions)
 
**'''Journey '''>''' Segment''' > '''View '''(to see matched segments for a visit)
 
**'''Journey '''>''' Segment''' > '''View '''(to see matched segments for a visit)
−
**'''Journey '''>''' Session''' > '''View '''(to see live tracking information about visitors who are currently on your website)
+
**'''Routing '''>''' Wrap up code''' > '''View '''(to view the wrap-up codes associated with the interaction)
−
**'''Journey''' > '''Session Type''' > '''View''' (to see session information)
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**'''Routing '''>''' Queue''' > '''Search '''(to view the queue the interaction is part of)
−
**'''Routing''' > '''Wrap-up Code''' > '''View''' (to see wrap-up codes in conversation session cards)
+
**'''External contacts '''>''' Session''' > '''View '''(enables view of customer journey tab)
−
**'''Routing''' > '''Queue''' > '''Search''' (to see queue information in conversation session cards)
 
 
|Section={{Section
 
|Section={{Section
−
|sectionHeading=Improve your view of customer journey data
+
|alignment=Vertical
−
|anchor=Improve
+
|structuredtext={{NoteFormat|If you are a Genesys Cloud CX customer, your organization might be using {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}}  instead of {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=About_web_chats|display text=web chat}}.|}}
−
|alignment=Horizontal
 
−
|Media=Image
 
−
|image=ImproveView.png
 
−
|structuredtext=You see the full contextual history for a customer, on the Predictive Engagement Customer Journey tab in Genesys Cloud. Do the following things to improve your viewing experience:
 
−
 
 
−
*Switch to a half-size or full-size view of the tab.
 
−
*When you begin a phone-based interaction with a customer, remember to verify their [https://help.mypurecloud.com/articles/view-verify-contacts-profile/ external contact profile]. After you do this, {{MINTYDOCSPRODUCT}} displays all of the contextual journey information we have for that customer.
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Outcome predictions and segments matched
+
|sectionHeading=About customer journey
−
|anchor=OutcomePredictions
+
|anchor=AboutJourney
−
|alignment=Horizontal
+
|alignment=Vertical
−
|Media=Image
+
|structuredtext=Using the customer journey tab, you can view an overall summary of the different conversations you have had with the customer and the customer web visits of the websites that Genesys Predictive Engagement tracks. Customer journey information is available for conversations from the following channels:
−
|image=01_header.png
+
 
−
|structuredtext=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 {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_segments}}.
+
*Voice
 +
**Inbound calls
 +
**Agent-initiated outbound calls
 +
*Messaging
 +
**Web Messaging
 +
**Web chat
 +
*Digital
 +
**Email
 +
**SMS
 +
**Agentless notifications (WhatsApp and SMS)
 +
*Social media
 +
**WhatsApp
 +
**LINE
 +
**Twitter SM
 +
**Facebook messenger
 +
*Website visits
 +
**Web Events (Genesys Predictive Engagement only)
 +
**Content Offers (Genesys Predictive Engagement only)
 +
 
 +
Customer journey information is not available for conversations from the following channels:
  
−
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 {{MINTYDOCSPRODUCT}} assigns them to the customer. For more information about segments, see {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_outcomes}}.
+
*Knowledge - Support center
 +
*Agentless email notifications
 +
*Campaigns, including callbacks
 +
*Co-browse
 +
*Instagram DM
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Session cards
 
−
|anchor=Session Cards
 
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=03_CollapsedCards.png
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|image=CJV_with_GPE.png
−
|structuredtext=Session cards organize journey data so you can see both current and historical activity. Each card represents what the user did during a particular period of time called a session. 
+
|AltText=View customer journey
−
 
+
|structuredtext=To view all the conversations you have had with your customer, click the Customer journey icon:[[File:2022-09-05 08-34-38.png|55x55px|link=https://all.docs-qa.genesys.com/File:2022-09-05_08-34-38.png]]
−
The newest session card appears at the top. If the session card is blue, it means that the customer is active on your website. After 20 minutes of inactivity, the card color changes to gray.   {{NoteFormat|
 
−
*You may see more sessions if an email or phone number is provided after the current session begins because we try to match [https://help.mypurecloud.com/articles/about-external-contacts/ external contact records] based on this data.
 
−
*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.|}}
 
  
−
Key card information includes:
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*The tab lists the different journeys. Click each journey item to view further details in the "Message Details" section. The message details section displays the details of the last queue and the most recent agent who last handled the interaction.
−
 
+
*Genesys Cloud visualizes bot-only conversation sessions (no agent) using the standard conversation session card, and will display data common to bot and agent conversations (e.g. channel, originating direction, duration, some status values)
−
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|display text=Journey map icons}}
+
*Data from the last 60 days are available on this tab.
−
*{{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Additional_information_icons|display text=Session information icons}}
+
{{NoteFormat|When a logged in user logs out and continues to use the website, Predictive Engagement considers the user as a new user and creates a new journey map for all actions of the unauthenticated user actions.|}}{{NoteFormat|Ensure that you add the External contacts > Session > View  permission to your role to view the customer journey gadget.|}}
−
*Segments the customer matched
 
−
*Outcome progress during the session
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=View journey details
+
|sectionHeading=View a customer's journey
−
|anchor=ViewJourneyDetails
 
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=Card expanded.png
+
|image=Web_session_details.png
−
|structuredtext=To see more details about a particular card, click it. In this view, you see the journey map.  
+
|structuredtext=The customer journey map updates in real time as the customer navigates your website, responds to interaction requests, and segments and any outcomes matched.  
  
−
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, click it. For more information about the icons, see {{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|display text=Journey map icons}}.
+
The customer journey map has the following:
  
−
{{NoteFormat|
+
*'''Segments matched''': 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 that Genesys Predictive Engagement assigns them to the customer. You can view the segments that a customer visit matched from both the segment icon on the journey map and from the "Segments" section. For more information about segments, see [[Draft:ATC/Current/AdminGuide/About segments|About segments]].
−
* You can expand multiple cards simultaneously.
+
*'''Searches performed:''' Knowing what customers searched for on your website prepares you to answer questions that they may have. You can view the search details from both the search icon in the customer journey map and from the "Searches" section.
−
* The color of a {{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Map_icons|anchor=JourneyIcons|display text=segment matched}} icon corresponds to the color of the actual segment.|2}}{{NoteFormat|If there are no segments, searches performed or outcomes, there is no expanded view.|}}
+
*'''Outcomes 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, 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 outcome predictions and probabilities.
 +
*'''Device information''': Information about the website visitor's device, such as geographic location, device type, operating system, and browser. For information on the icons used to represent the device information, see {{Link-SomewhereInThisVersion|manual=AgentGuide|topic=Device_icons|display text=Device icons}}.
 +
*'''Agent and queue details''': To view the agent and queue details, click the interaction. The journey tab displays the information at the bottom. If an interaction was transferred between different queues and agents, details of the last queue and agent are displayed.
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=View searches performed
+
|sectionHeading=Change the layout of the customer journey tab
−
|anchor=Searches Performed
 
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=SearchesPerformed2.png
+
|image=Layout_view.png
−
|structuredtext=You can see what a customer has searched for during the session.  
+
|structuredtext=You can choose to view the page in four different layouts: 25%, 50%, 75%, or 100% layout. The journey information that is displayed varies based on the layout you select.
−
 
 
−
In the journey map, click a search icon to see what the customer searched for when.
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=View more cards
+
|sectionHeading=Understand the status of the customer journey tab items
−
|anchor=ViewMore
 
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=LoadMore.png
+
|image=Active_Inactive_CJ.png
−
|structuredtext=To see more cards, click '''Load More''' at the bottom of the list.
+
|structuredtext=For active conversations and web visits, a green status icon appears on the first column. After 45 seconds of inactivity, the icon changes to yellow. After 1 minute of inactivity, the interaction shows as inactive. It remains inactive unless the customer triggers another web event (for example, a page view), at which point the interaction shows the green icon again.
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Latest revision as of 05:30, October 14, 2022

This topic is part of the manual Genesys Predictive Engagement Agent's Guide for version Current of Genesys Predictive Engagement.

Learn about the customer journey data that Genesys Predictive Engagement presents to agents in Genesys Cloud CX.


Prerequisites

The following permissions are available by default to the role 'User'. If you are creating custom roles, ensure that you add the following permissions to the custom role.

  • Configure the following permissions in Genesys Cloud CX:
    • Journey > Event > View (core permission to view the Customer journey gadget and to see detailed view web sessions)
    • Journey > Event Type > View (to allow customization of web sessions)
    • Journey > Session > View (to retrieve list of web session)
    • Journey > Session Type > View (to retrieve details of web sessions)
    • Journey > Outcome > View (to see outcomes achieved and scores for a visit)
    • Journey > OutcomeScores > View (to see real-time predictions)
    • Journey > Segment > View (to see matched segments for a visit)
    • Routing > Wrap up code > View (to view the wrap-up codes associated with the interaction)
    • Routing > Queue > Search (to view the queue the interaction is part of)
    • External contacts > Session > View (enables view of customer journey tab)
Important
If you are a Genesys Cloud CX customer, your organization might be using web messaging instead of web chat.

About customer journey

Using the customer journey tab, you can view an overall summary of the different conversations you have had with the customer and the customer web visits of the websites that Genesys Predictive Engagement tracks. Customer journey information is available for conversations from the following channels:

  • Voice
    • Inbound calls
    • Agent-initiated outbound calls
  • Messaging
    • Web Messaging
    • Web chat
  • Digital
    • Email
    • SMS
    • Agentless notifications (WhatsApp and SMS)
  • Social media
    • WhatsApp
    • LINE
    • Twitter SM
    • Facebook messenger
  • Website visits
    • Web Events (Genesys Predictive Engagement only)
    • Content Offers (Genesys Predictive Engagement only)

Customer journey information is not available for conversations from the following channels:

  • Knowledge - Support center
  • Agentless email notifications
  • Campaigns, including callbacks
  • Co-browse
  • Instagram DM

View customer journey

To view all the conversations you have had with your customer, click the Customer journey icon:2022-09-05 08-34-38.png

  • The tab lists the different journeys. Click each journey item to view further details in the "Message Details" section. The message details section displays the details of the last queue and the most recent agent who last handled the interaction.
  • Genesys Cloud visualizes bot-only conversation sessions (no agent) using the standard conversation session card, and will display data common to bot and agent conversations (e.g. channel, originating direction, duration, some status values)
  • Data from the last 60 days are available on this tab.
Important
When a logged in user logs out and continues to use the website, Predictive Engagement considers the user as a new user and creates a new journey map for all actions of the unauthenticated user actions.
Important
Ensure that you add the External contacts > Session > View permission to your role to view the customer journey gadget.

View a customer's journey

The customer journey map updates in real time as the customer navigates your website, responds to interaction requests, and segments and any outcomes matched.

The customer journey map has the following:

  • Segments matched: 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 that Genesys Predictive Engagement assigns them to the customer. You can view the segments that a customer visit matched from both the segment icon on the journey map and from the "Segments" section. For more information about segments, see About segments.
  • Searches performed: Knowing what customers searched for on your website prepares you to answer questions that they may have. You can view the search details from both the search icon in the customer journey map and from the "Searches" section.
  • Outcomes 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, 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 outcome predictions and probabilities.
  • Device information: Information about the website visitor's device, such as geographic location, device type, operating system, and browser. For information on the icons used to represent the device information, see Device icons.
  • Agent and queue details: To view the agent and queue details, click the interaction. The journey tab displays the information at the bottom. If an interaction was transferred between different queues and agents, details of the last queue and agent are displayed.

Change the layout of the customer journey tab

You can choose to view the page in four different layouts: 25%, 50%, 75%, or 100% layout. The journey information that is displayed varies based on the layout you select.

Understand the status of the customer journey tab items

For active conversations and web visits, a green status icon appears on the first column. After 45 seconds of inactivity, the icon changes to yellow. After 1 minute of inactivity, the interaction shows as inactive. It remains inactive unless the customer triggers another web event (for example, a page view), at which point the interaction shows the green icon again.
Retrieved from "https://all.docs.genesys.com/ATC/Current/AgentGuide/GPE_Customer_journey (2024-05-03 05:59:08)"
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