AVAYA DOCUMENTATION CENTER
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Using Avaya Workspaces for CRM for Avaya Experience Platform™ Public Cloud
Viewing customer journey information
About this task
The Customer Journey widget provides a graphical representation of the end-to-end journey of the customer.
Use the Transcript option to view virtual agent voice, chat, messaging, email, and social media messaging interactions. You can also view rich media attachments in the Transcript window. The attachments can include any of the following:
Carousels
Locations, location requests, and locations with optional fields
Buttons, such as Postback and Reply buttons, and buttons with icons
Links with text, postback, and images
Customer replies
Procedure
- After you accept an interaction, click
to view customer journey information. - Optional To review transcripts of virtual agent voice, chat, messaging, email, and social media messaging interactions, click Transcript.
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
. - Optional To view the transfer details, on the active interaction, click the Transfer event icon.
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.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.
The Transfer Details dialog box displays further details. For more information about these details, see Customer Journey for transfer scenarios.