The following table includes the differentiated experience of the customer journey feature for Avaya Experience Platform™ (On-Prem + Connect) basic and advanced bundles:
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Functionality
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Avaya Experience Platform™ (On-Prem + Connect) Basic profile user
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Avaya Experience Platform™ (On-Prem + Connect) Basic + Digital profile user
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Avaya Experience Platform™ (On-Prem + Connect) Basic + Advanced profile user
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Avaya Experience Platform™ (On-Prem + Connect) Basic + Advanced + Digital profile user
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Save interactions to the Customer journey interaction history widget
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By default, this functionality works for all users.
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Interaction Search icon in the top toolbar
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Interaction Search widget displays Avaya Experience Platform™ Public Cloud voice and digital interactions. Interaction Search widget does not display Avaya Experience Platform™ (On-Prem + Connect) hybrid voice interactions. When a user clicks on any interaction from the Interaction Search widget results, the Customer journey interaction history widget opens but displays as blank or disabled.
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When a user clicks on any interaction from the Interaction Search widget results and searches for interactions, the Customer journey interaction history widget displays all interaction types.
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Customer journey interaction history widget for the hybrid voice interaction
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Displays blank or disabled Customer journey interaction history widget.
No agent notes or any other access is possible.
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Displays blank or disabled Customer journey interaction history widget.
No agent notes or any other access is possible.
However, user can access the complete Customer journey with manual Customer journey interaction history search.
Note:
You must buy the Avaya Experience Platform™ (On-Prem + Connect) advanced bundle to access the complete Customer journey capabilities.
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The Customer journey interaction history widget is complete with Avaya Experience Platform™ (On-Prem + Connect) hybrid voice, Avaya Experience Platform™ Public Cloud voice, Avaya Experience Platform™ Public Cloud digital interactions, and access to agent notes.
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Customer journey interaction history widget for the digital interaction
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Customer journey interaction history widget does not display digital interactions.
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The Customer journey interaction history widget is complete with Avaya Experience Platform™ (On-Prem + Connect) hybrid voice, Avaya Experience Platform™ Public Cloud voice, Avaya Experience Platform™ Public Cloud digital interactions, and access to agent notes.
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Customer journey interaction history widget does not display digital interactions.
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The Customer journey interaction history widget is complete with Avaya Experience Platform™ (On-Prem + Connect) hybrid voice, Avaya Experience Platform™ Public Cloud voice, Avaya Experience Platform™ Public Cloud digital interactions, and access to agent notes.
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