Adding a journey profile

Last Updated : Jul 12, 2023 |

About this task

You can configure journey profiles to specify the call and agent events to store in the customer event records. You can later associate the journey profile with the external data store where the contact center sends the records of customer events.

Procedure

  1. On the Configuration Server web portal, go to Administration > Customer Journey > Journey Profile.
  2. At the top-right corner of the Customer Journey Profiles page, click the Add icon.

    Configuration Server displays the journey profile configuration fields.

  3. On the Add Customer Journey Profile page, in the Name field, type the journey profile name.

    You can type a maximum of 35 Unicode characters.

  4. In the Description field, type a short description of the journey profile.

    You can type a maximum of 50 Unicode characters.

  5. In the Path to Data Store field, specify the path to the external data store URL API.

    For example, to store the customer journey data in the 10.1.2.3/one/two directory of the external data store, type /one/two in the Path to Data Store field. You can specify the base URL of your data store API on the Data Store page.

  6. At the bottom-left corner of the Add Customer Journey Profile page, click Add Event.
  7. In the Event Name drop-down list, select the customer event to record in the data store.

    After you select the customer event to store, the Configuration Server web portal displays a list of event attributes that the contact center automatically records as part of the selected event under the Mandatory Event Attributes column.

  8. Click the Optional Event Attributes field and select additional event attributes to record from the Optional Attributes pane on the right.

    The contact center includes the optional attribute data in the customer event records. If an optional attribute is not applicable to the selected event, the contact center does not send the attribute data to the external data store.

  9. Optional To add a new event to record for the customer journey profile, click Add Event.
  10. At the top-right corner of the screen, click Commit.

    Configuration Server saves the journey profile configuration and redirects you to the Customer Journey Profiles page.