A customer journey is a visual representation of a customer’s interactions. Through an interaction with a channel, you can visualize every point in the customer journey. The complete view of the customer journey across all channels can help to facilitate informed decisions in your contact center.
It provides a graphical representation of the end-to-end journey of the customer in the following sections:
Filter: Filters data based on channels.
Graph: Consists of top and middle timelines. The top timeline displays contact center interaction data for the customer. The middle timeline displays a zoomed view of the top timeline.
Journey Details: Displays the details of an interaction that is present in the middle timeline.
The Customer Journey feature also provides interaction transcripts. For email and messaging interactions, the transcript displays a link where you can view previous attachments.
