Customer Journey overview

Last Updated : Dec 27, 2023 |

Avaya Experience Platform™ Public Cloud can map your customer's complete journey across self-service and assisted service channels by storing all of the data related to the customer's interactions. Agents and supervisors can use the Customer Journey widget within Avaya Workspaces to view a visual representation of a customer’s interactions. Every point in the customer journey with common customer identifiers is visualized by an interaction with a channel. The complete view of the customer journey across all channels with common identifiers can help to facilitate informed decisions in your contact center.

Account administrators can configure the top and middle timeline view ranges and the journey details to display on the Customer Journey widget of Avaya Workspaces.

Customer identifiers

Customer Journey uses identifiers to match and track customer interactions across multiple channels for a single organization. When you create an organization, three default identifiers are available: "phoneNumbers", "accountIds", and "emailAddresses". Customer Journey checks if the configured identifiers are present for customers that initiate incoming interactions. Customer Journey can then use these unique identifiers to match the interaction with an existing customer, and Avaya Workspaces agents can view that customer's entire journey across all channels for interactions with customer identifiers in common.

Related information
Customer Journey
Using the Customer Journey Widget