If a visitor accepts a web chat or web messaging offer from Genesys Predictive Engagement, customer journey information displays in the Interactions panel. Use the customer journey page to view an overall summary of the different interactions you have had with the customer and the journeys of a customer on the website that Genesys Predictive Engagement tracks. 

Viewing the customer’s various touchpoints with your business helps you understand the customer’s needs better. When an agent views the customer journey, they can also view the associated information such as notes or wrap-codes of previous interaction. 

Customer journey information is available for conversations from the following channels:

• Voice
  • Agent-initiated outbound calls
    Note: Journey information for outbound voice calls placed outside a queue is only available when agents make the call by selecting a contact’s phone number from the type-ahead search results, rather than entering a raw phone number into the dial pad.
  • Inbound calls
• Messaging
  • Authenticated web messaging
  • Open messaging
  • Web messaging
  • Web chat
• Digital
  • Agentless notifications (WhatsApp and SMS)
  • Email
  • SMS
• Social media
  • Facebook messenger
  • Instagram
  • LINE
  • X (Twitter)
  • WhatsApp
• Website visits
  • Content offers
  • Web events

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

• Agentless email notifications (Email and SMS)
• Campaigns, including callbacks
• Co-browse
• Knowledge – support center

Customer journey information is available for all cases, that is, all the cases associated to the external contact.

The customer journey page contains the following information:

• Conversations panel: Displays your current interactions, such as inbound calls, outbound calls, and message interactions. 
• Customer Journey icon: Opens the Customer Journey tab, which displays a customer’s contextual journey history. 
• Interactions: List of the customer’s cases, and current and historical interactions. To view an interaction’s agent and queue details, click the interaction. The journey card displays the information at the bottom. The journey card displays the details of the last queue and agent when an interaction is transferred between different queues and agents. For more information, see View current and historical activity in interaction journey cards.
  • For active web messaging interactions, “Live” appears in the first column with a green status icon. 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 as “live” again.
  • For active inbound and outbound call interactions, “Live” appears in the first column with a green status icon. When you wrap up the call, the interaction shows as inactive. The activities of the previous 60 days are available.
  • For past interactions, the date that the interaction occurred appears in the first column.
  • For interactions that have cases opened or linked, case appears next to the interaction along with a number. The number on the case icon indicates that multiple cases are opened for the same interaction type. 
• Cases: These are case records opened by an agent or by the customer. The most recently updated case appears at the top along with its latest status. 
• Outcomes: Outcomes that your organization wants to achieve and the customer’s progress toward those outcomes appear in this section. For example, if the desired outcome is for the visitor to purchase a product, the visitor’s progress moves toward that goal when the visitor puts an item in their shopping cart. These bars update in real time as the visitor’s progress changes.
• Segments: Segments that the customer matched appear in this section. A segment represents a group of visitors who share similar behavior or characteristics. 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 visitor.
• Web visits: Interactions include web visits. Single customer view offers the ability to track web visits across different mobile, desktop, and tablet browsers, which enables the web visits on these various devices to be stitched by a web ID/cookie identifier. For example, if a customer provides their email address on a desktop and then interacts on a web message by providing their email address from their tablet, these two web visits are available under one profile.
  For active web visits, “Live” appears in the first column with a green status icon. 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 as “live” again.