Viewing customer journey information

Last Updated : Jan 09, 2025 |
Prolog information
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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
  1. After you accept an interaction, click the Customer Journey icon to view customer journey information.
  2. To review transcripts of virtual agent voice, chat, messaging, email, and social media messaging interactions, click Transcript.
    ADDITIONAL INFORMATION:
    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 the Adhoc Email icon.
  3. To view the stories mentioning your Instagram account, click the message notifying you about the mention.
  4. To view the transfer details, on the active interaction, click the Transfer event icon.
    ADDITIONAL INFORMATION:
    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, the Activity Count icon 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.
    STEP RESULT:
    The Transfer Details dialog box displays further details. For more information about these details, see Customer Journey for transfer scenarios.
Related linksUsing the Customer Journey Widget