Avaya Contact Center – Extended Capacity uses journey profiles to track multiple customer interactions historically. The journey profile determines the call and agent events and corresponding event attribute data the contact center sends to the external data store. You can specify up to 14 events to record for the customer journey profiles. The contact center can retrieve the event records and display the customer journey data to the agent to provide better service on future calls with the customer.

On the Customer Journey Profiles page, you can specify the path to the external data store URL API where the contact center sends the event records. You can associate the journey profile with the data store configuration and specify the base URL of your data store API on the Data Store page.