Viewing customer journey information

Last Updated : Jun 27, 2024 |

About this task

The Customer Journey widget provides a graphical representation of the end-to-end journey of the customer.

After you accept an interaction, click to view customer journey information.
Optional To review transcripts of chat, messaging, email, and social media messaging interactions, click Transcript.

For email and messaging transcripts containing attachments, the transcript displays a link. You can use this link to download the associated attachments.

For emails that an agent or supervisor initiated and sent to the customer, the customer journey information displays .
Optional To view the transfer details, on the active interaction, click the Transfer event icon.

The number on the Transfer event icon indicates the number of times the agent transfers an interaction. This number is a variable, and the indicator changes depending on the occurrences of the transfer action.

For example, indicates that the interaction was transferred twice.

Note:
The Customer Journey widget does not display any increase in the transfer indicator during the supervisor barge-in and from the interactions routed through bots.

The Transfer Details dialog box displays further details. For more information about these details, see Customer Journey for transfer scenarios in Using Avaya Workspaces for Avaya Experience Platform™ (On-Prem + Connect).

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