Customer journey is a visual representation of the customer's interactions. The Customer Journey widget in Avaya Workspaces summarizes the recent data view for an interaction. The journey details provide transcripts of previous voice, chat, messaging, and email conversations.

Account administrators can configure the timeline view ranges and journey details on the Customer Journey widget.

Agent view

On the Agent View page, account administrators can configure the following parameters:

• Default Data Range: Describes the maximum period that the Customer Journey widget displays the historical data.

• Default Timeline View: Describes the top timeline view range for displaying the customer journey chart on the Customer Journey widget.

• Default Number of Days: Describes the middle timeline view range for displaying the customer journey data on the Customer Journey widget.

• Maximum Number of Engagements: Describes the maximum number of interactions to display in the Journey Details view of the Customer Journey widget, including the active interactions.