The Customer Journey widget displays data for customers with active interaction. However, agents can now use the interaction search functionality to view past customer journeys. The interaction search enables agents to filter by activities, date, channels, and identifiers. After the search, agents can choose the customer journey to review from a list of matches. Agents can also review the relevant transcripts of the interactions.

By default, the Offline Search icon is available on the top toolbar. However, if the icon is unavailable, account administrators must configure the Customer journey interaction history widget in Application Center Administration. For more information about configuring the Customer journey interaction history widget, see Customer journey interaction history.