Difference between revisions of "Draft: ATC/Current/AgentGuide/Map icons"

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{{!}}Chat form completed
{{!}}Chat form completed
{{!}}The user requested a chat.
{{!}}The user completed the form to request a chat.

Latest revision as of 17:50, July 31, 2020

This is a draft page; the published version of this page can be found at ATC/Current/AgentGuide/Map icons.
This topic is part of the manual Altocloud Agent's Guide for version Current of Altocloud.

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:

Hidden section

Call icons

Icon Tooltip Description
Agent inbound-call.png Inbound call A user called an agent.
Agent Outbound-call.png Outbound call An agent called a user.
link=https://all.docs.genesys.com/File:Agent_Call connected.png Call connected The call between the agent and user connected.
link=https://all.docs.genesys.com/File:Agent_Call scheduled.png Call scheduled A user scheduled a call.
link=https://all.docs.genesys.com/File:Agent_Call wrap up.png Call wrap-up The agent assigned a wrap-up code to the call.

Web chat icons

Icon Tooltip Description
Chat offered Altocloud offered a chat to the user.
Cjv-webchat-accept.png Chat accepted The user accepted the offer to chat.
Cjv-webchat-submitted.png Chat form completed The user completed the form to request a chat.
Cjv-webchat-rejected.png 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 Altocloud presented a content offer to the user.
Content offer accepted The user accepted the content offer.
link=https://all.docs.genesys.com/File:Agent_Content offer rejected.png
Content offer rejected The user rejected the content offer.
Agent Content offer timed out.png
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
Cjv-form-submitted.png Form submitted The user submitted a form.
Cjv-form-abandon.png Form abandoned The user navigated away from a form before completing it.

Purchase-related icons

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

Journey shaping icons

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

Custom event icons

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