Viewing offline interactions

Last Updated : Oct 21, 2024 |
Prolog information
Metadata
Keywords:
Agents can use the interaction search functionality to view past customer journeys of the interaction.
Before you begin
By default, the Interaction Search icon is available. However, if the icon is unavailable, administrators must configure the Customer journey interaction history widget in the administration interface. Agents can then view the Interaction Search icon in the top toolbar. For more information about configuring the Customer journey interaction history widget, see Customer journey interaction history.
  1. On the top toolbar, click the Interaction History icon.
  2. In the Channel list, select the required channel.
  3. In Date Range, select the date range from when to search the customer journey data.
  4. Select the Search only my interactions check box to search for interactions that you handle.
  5. For advance search, click Add Condition.
  6. In Category, select Customer Identifier.
  7. In Refine Search, select an identifier.
  8. In Add value, enter the identifier value.
    ADDITIONAL INFORMATION:
    For example, for an email address identifier, enter the customer's email address.
  9. Click Search.
    STEP RESULT:
    The Results pane displays interactions searched for in the selected date range. The search result displays interactions with the channel type, customer name, email address, phone number, account ID, date and time, agent, and queue. Agents can also review the relevant transcript of the interaction. Select an interaction to view the customer journey for that interaction.
    If two interactions are linked using the link identifier functionality, the search result displays both interactions even if an agent searches for any one of the interactions.
  10. To view the transfer details, on the active interaction, click the Transfer event icon.
    ADDITIONAL INFORMATION:
    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, the Activity Count icon 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.
    STEP RESULT:
    The Transfer Details dialog box displays further details. For more information about these details, see Customer Journey for transfer scenarios.
Related links
Interaction Search
Using the Customer Journey Interaction History