The customer journey user interface summarizes the recent data view for an interaction. To retrieve the customer journey, you can filter customer identifiers by date. The journey details provide transcripts of previous virtual agent voice, chat, messaging, email, and social media interactions such as Facebook, WhatsApp, Instagram, and X (Twitter) conversations.

The Customer Journey widget supports tracking interaction history and journey data for active customer interactions. The data displayed at the top and middle timeline views and the journey details are configured in Application Center Administration.

Sections on the widget

• Filter: Filters data based on channels. The widget displays the interaction for the channel selected in the Select Channels list.

• Graph: Consists of top and middle timelines.

  • Top timeline: Displays details of a customer's interactions with the contact center. The timeline shows unique interactions and the channels through which they were created. The interactions are organized in a time range. The top line displays the year, and the bottom line displays the month. You can select an interaction and drag through the timeline for further details. The current interaction is labeled as Now.

  • Middle timeline: Displays a magnified view of the top timeline. The range of the data is calculated based on the range selected in the top swimlane. The data in the middle swimlane is dynamic and changes with the movement of the brush and the filters.

• Journey Details: Displays interaction details in the middle timeline. The current interaction is always in the first row, followed by the data selected on the top timeline.

  The widget displays the following:

  • The latest data on top, followed by the older data.

  • Date and time of the interaction along with the agent name.

  • Transfer indicator and the count.

  • A transcript of the conversation for the completed interactions.