To use the sample self-service applications or workflows to validate contact routing, you must add values for the Language, Service, and Location categories. For the Location category, add the ‘Inhouse’ value for the sample workflows to function correctly.

Avaya Oceana® supports viewing Customer Journey in Avaya Workspaces by topic. A topic is an identifier that you can use to correlate intent across multiple channels. For example, a customer inquiry about an insurance claim can traverse across multiple media channels. Topics can unify those interactions in the customer journey. If no topic value exists when a contact is created, a default value is provided. The default value is a combination of the Language and Service attributes, which demonstrates how to link cross-channel interactions that arrived for a topic. The default value can only be provided if Language and Service attribute values exist.