Visit journey map (admin view)

AI-generated summary

Genesys Cloud's visit journey map provides live tracking of website visitors, showing the web pages or mobile app screens they viewed, the order they viewed them, their engagement with agents or Genesys Predictive Engagement, and when they matched segments. The map uses icons to indicate messaging, chat, form, purchase, journey shaping, and other types of visitor activity. Admins can view URLs instead of page titles and see details like messaging offers accepted or ignored, products added to cart, outcomes achieved, and errors.

PrerequisitesClick to expand

The visit indicates:

Which web pages or mobile app screens a visitor saw and in what order they saw them
The engagement types that the visitor had with an agent or with Genesys Predictive Engagement while on a page
When the visitor matched segments

To see URLs instead of page titles, click URL.

Note: Live tracking applies only to web tracking.

Note: If a user logs out, Predictive Engagement considers the user as a new user and creates a new journey map.

About the icons

Icon descriptions:

Messaging activity icons
Chat activity icons
Form activity icons
Purchase activity icons
Journey shaping icons
Miscellaneous icons

Messaging icons

Icon	Tooltip	Description
	Messaging offered	Genesys Predictive Engagement offered messaging to the visitor.
	Messaging accepted	Visitor accepted the messaging offer.
	Messaging requested	Visitor requested messaging.
	Messaging rejected	Visitor rejected the messaging offer.
	Messaging timed out	Messaging offer timed out before the visitor responded.
	Messaging ignored	Visitor left the website before responding to the messaging offer.

Chat icons

Icon	Tooltip	Description
	Chat offered	Genesys Predictive Engagement offered a chat to the visitor.
	Chat accepted	Visitor accepted the offer to chat.
	Chat requested	Visitor requested a chat.
	Chat rejected	Visitor rejected the offer to chat.
	Chat timed out	Offer to chat timed out before the visitor responded.
	Chat ignored	Visitor left the website before responding to the chat offer.

Form activity icons

Icon	Tooltip	Description
	Form submitted	Visitor submitted a form.
	Form abandoned	Visitor abandoned the form before completing it.

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

Journey shaping icons

Icon	Tooltip	Description
	Outcome achieved	Visitor achieved one of your outcomes.
	Segment matched	Visitor matched one of your segments.

Miscellaneous icons

Icon	Tooltip	Description
	Page viewed	Visitor viewed the page. Note: A web session card can have multiple page titles with the same name. If the URL of a page changes, a new line will form on the web session card and the URL will update. We aren’t facilitating dynamic values within a page if a visitor reloads the page.
	Searched	Visitor searched for something on your site.
	Default	Default icon used when no other icon is applicable.
	Error	An error occurred.