With Avaya Workspaces, you can view a visual representation of a customer’s interactions. Every point in Customer Journey is visualized by an interaction with a channel, such as Voice, Email, Chat, or Messaging.
Using the Customer Journey in Avaya Workspaces, agents can access all of a customer's previous touch points and view all of the information available about the customer's previous interactions which have common customer identifiers.
With the link functionality, agents can now link different customer identifiers to deliver a better customer experience. Agents can also quickly respond to the customer's issue.
Agents can link an identifier to multiple identifiers and unlink identifiers from the current identifier. When you link or unlink an identifier, the interaction history of the linked or unlinked identifier is added or removed from the current identifier.
When an agent interacts with a customer through a channel, the agent can see the details of the current interaction, such as channel type and duration. However, customers can also use different channels to connect with the contact center.
For example, the first time, the customer used an email as a channel to connect to the contact center. The next time, the customer used a different email address or a voice call as a channel to continue the discussion of an issue. The agent can notice that the customer used different channels to connect to the contact center.
Customer Journey tracks the transfer events for live interactions. The transfer details display the following information:
Number of transfers
Type of transfer: Transfer to User or Transfer to Queue
The name of the agents who transferred an interaction and received transfer
Date and time stamp when the transfer occurred
Queue name
