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Using Avaya Workspaces for CRM with Avaya Experience Platform™ (On-Prem + Connect)
Viewing customer journey information
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. - To review transcripts of chat, messaging, email, and social media messaging interactions, click Transcript.
ADDITIONAL INFORMATION: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
.
- 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,
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 in Using Avaya Workspaces for Avaya Experience Platform™ (On-Prem + Connect).