Avaya Contact Center – Extended Capacity can store the data related to customer interactions on the external data store server and map the complete journey of your customers. The contact center can retrieve the customer journey data from the data store and display prior customer interactions to agents and supervisors.

The system administrator can specify interaction events to record during customer calls and specify connection details of the data store that stores the customer data. For more information about configuring customer journey events and data stores, see the customer journey configuration in Administering Avaya Contact Center – Extended Capacity.