Journey map icons
Feature deprecation: Genesys will no longer support ACD Web Chat v2, which is available to customers via all its corresponding Chat Widget versions. This is further to the deprecation of ACD Web Chat v1, which was announced earlier. As a result, Predictive Engagement will also end support for these legacy web chat versions. For more information, see Deprecation: Removal of ACD Web Chat (version 2).
All existing customers are encouraged to migrate to Web Messaging and Messenger.
Learn about the icons that could appear on the visitor journey map.
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 the order in which the activity occurred.
Following are the types of icons that could appear:
Web messaging icons
These icons are only available to Genesys Cloud CX customers who are participating in the beta release for identity stitching.
| Icon | Name | Description |
|---|---|---|
 |
Messaging offer accepted | Website visitor accepted the messaging offer. |
 |
Messenger error | Messenger experience an error. |
 |
Messaging offer ignored | Website visitor left your website before responding to the messaging offer. |
 |
Messaging interaction offered | Predictive engagement presented a messaging offer to the website visitor. |
 |
Messaging offer rejected | Website visitor rejected the messaging offer. |
Web chat icons
| Icon | Tooltip | Description |
|---|---|---|
|
Chat offered | Genesys Predictive Engagement offered a chat to the user. |
|
Chat accepted | User accepted the offer to chat. |
 |
Chat form completed | User completed the form to request a chat. |
|
Chat rejected | User rejected the offer to chat. |
 |
Chat timed out | Offer to chat timed out before the user responded. |
|
Chat ignored | User left the website before responding to the chat offer. |
|
Chat error | Chat experienced an error. |
Form-related icons
| Icon | Tooltip | Description |
|---|---|---|
 |
Form submitted | User submitted a form. |
 |
Form abandoned | User abandoned the form before completing it. |
Journey shaping icons
| Icon | Tooltip | Description |
|---|---|---|
 |
Outcome achieved | User achieved one of your outcomes. |
 |
Segment matched | User matched one of your segments. The color of the icon matches the color of the corresponding segment. |
Miscellaneous icons
| Icon | Tooltip | Description |
|---|---|---|
 |
Searched | User searched for something on your site. |
 |
Default | Default icon used when no other icon is applicable. |
Custom event icons
| Icon | Tooltip | Description |
|---|---|---|
 |
Delivery | Delivery event occurred. |
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Invoice | Invoice event occurred. |
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Application | Application-related event occurred. |
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Contract | Contract event occurred. |
|
Default Event | Default icon used for a custom event when no other icon is applicable. |
Call icons
| Icon | Tooltip | Description |
|---|---|---|
 |
Abandoned | Customer abandoned the call. |
 |
Inbound call | Agent received an inbound call. |
 |
On hold | Agent placed the call on hold. |
 |
Outbound call | Agent placed an outbound call. |
 |
Transferred | Agent transferred the call. |
