Viewing offline interactions

Last Updated : Feb 23, 2024 |
Prolog information
Metadata
Keywords:
Agents can use the offline search functionality to view past customer journeys of the interaction.
Before you begin
By default, the Offline Search icon is available. However, if the icon is unavailable, account administrators must configure the Customer journey interaction history widget in Application Center Administration. Agents can then view the Offline Search icon in the top toolbar. For more information about configuring the Customer journey interaction history widget, see Customer journey interaction history.
  1. On the top toolbar, click the Offline Search icon.
  2. In the Channel list, select the required channel.
  3. In Date Range, select the date range from when to search the customer journey data.
  4. Select the Search only my interactions check box to search for interactions that you handle.
  5. For advance search, click Add Condition.
  6. In Category, select Customer Identifier.
  7. In Refine Search, select an identifier.
  8. In Add value, enter the identifier value.
    ADDITIONAL INFORMATION:
    For example, for an email address identifier, enter the customer's email address.
  9. Click Search.
    STEP RESULT:
    The Results pane displays interactions searched for in the selected date range. The search result displays interactions with the channel type, email address, phone number, agent name, date and time, transfer details, and queue. Agents can also review the relevant transcript of the interaction. Select an interaction to view the customer journey for that interaction.
    If you link two interactions using the link identifier functionality, the search result displays both interactions even if an agent searches for any one of the interactions.
  10. 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.
    Note:
    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 links
Interaction Search
Using the Customer Journey Interaction History