Customer journey with Avaya Experience Platform (On-Prem + Connect)

Last Updated : Jul 29, 2024 |

Customer Journey in Avaya Experience Platform™ (On-Prem + Connect) visually represents the customer's interactions from Avaya Experience Platform™ On-Prem hybrid voice channels and Avaya Experience Platform™ Public Cloud digital channels. The Customer Journey widget in Avaya Workspaces summarizes the recent data view for an interaction. The journey details provide transcripts of previous digital, voice, chat, messaging, and email conversations.

Note:

Customer journey for hybrid voice is an Avaya Experience Platform™ (On-Prem + Connect) Advanced bundle capability. For hybrid voice interactions, agents who are enabled with the Avaya Experience Platform™ (On-Prem + Connect) Advanced bundle have access to customer journey for Avaya Experience Platform™ (On-Prem + Connect). The Avaya Experience Platform™ (On-Prem + Connect) Advanced bundle is an optional and paid bundle and is not included with the Avaya Experience Platform™ (On-Prem + Connect) bundle. Customer journey integration for Avaya Experience Platform™ On-Prem or hybrid voice touch points are only stored for interactions that go to the hybrid voice agents. Any Avaya Experience Platform™ On-Prem interactions that go to the Avaya Experience Platform™ On-Prem clients such as Avaya Workplace Client or Avaya one-X® Agent are not stored in Avaya Experience Platform™ Public Cloud customer journey.

For the agents to view the Customer Journey records in Avaya Workspaces, you must configure the Customer Journey widget in the Layout Manager page for the Avaya Experience Platform™ (On-Prem + Connect) agents. For more information about layout manager, see Layout Manager. You can configure the Customer Journey widget if you have the Workspaces Admin Widgets Administrators role. For more information about configuring a layout to add the Customer Journey widget, see Configuring a layout. After configuring the Customer Journey widget, agents can view the Customer Journey records.

Account administrators can configure the timeline view ranges and journey details on the Customer Journey widget.

Agent View

On the Agent View page, account administrators can configure the following parameters:

  • Default Data Range: Describes the maximum time the Customer Journey widget displays the historical data.

  • Default Timeline View: Describes the top timeline view range for displaying the customer journey chart on the Customer Journey widget.

  • Default Number of Days: Describes the middle timeline view range for displaying the customer journey data on the Customer Journey widget.

  • Maximum Number of Engagements: Describes the maximum number of interactions to display in the Journey Details view of the Customer Journey widget, including the active interactions.

For more information on configuring the timeline view and journey details of the Customer Journey widget,see Configuring the timeline view and journey details.

Customer journey interaction widget

The Customer Journey widget displays data for customers through an active interaction. However, Avaya Experience Platform™ (On-Prem + Connect) hybrid voice agents can now use the interaction history search functionality to view past customer journeys. For more information on Customer Journey interaction history, see Customer journey interaction history. You can edit any layout to configure the Customer Journey interaction history widget. For more information, see Configuring the customer journey interaction history widget.

Identifiers

Customer Journey uses identifiers to match and track customer interactions across multiple channels for a single account. When you create an account, the following three default identifiers are available: phoneNumbers, accountIds, and emailAddresses. Customer Journey checks if the configured identifiers are present for customers who initiate incoming interactions. Customer Journey can then use these unique identifiers to match the interaction with an existing customer. The Avaya Workspaces agents can then view that customer's entire journey across all channels for interactions with customer identifiers in common. For more information on identifiers, see Identifiers.