Customer Journey

To provide effective customer support, agents need immediate access to a customer's interaction history. Without immediate context, agents may face difficulty in reconstructing the customer's journey, leading to less effective conversations. The Customer Journey widget addresses this challenge by providing agents with a consolidated, real-time view of a customer’s previous interactions with your organization. When an agent receives a call, the widget automatically displays key details of the customer's journey, such as campaign ID, contact number, interaction mode, and interaction outcomes. These details empower agents handle calls more efficiently and improve the overall quality of customer conversations.

Note:

The journey and campaign information displayed in the widget is sourced from the Data Cloud or Campaign Manager application based on your administrator's configuration.

• Horizontal Layout

  • Timeline View ( When data is sourced from Campaign Manager)

    

  • Timeline View ( When data is sourced from Data Cloud)

    

  • Grid View (When data is sourced from Campaign Manager)
    

  • Grid View (When data is sourced from Data Cloud)
    
    

    Important:

    The Customer Journey widget now uses only the horizontal view for an enhanced experience. The vertical view will be phased out by the end of 2025.

• Vertical Layout

  • Timeline View

    

  • Grid View

    

For inbound, outbound, and manual outbound calls, the widget automatically searches for the dialed number and displays other campaigns in which the number is listed.

Note:

Inbound calls are supported only when the data is sourced from Data Cloud.

This timeline chart lists the date and time of Interaction and the mode (Channel) on which the interaction took place. The data is listed for all campaigns. Scroll left to see older interactions. Use the dropdown lists to filter results on the widget.

• Campaign: Select any campaign to see the customer journey for a specific campaign.

  

• Channel: Select any channel to see the customer journey for a specific channel.

  

  Note:

  If both campaign and channel filters are selected, data is shown filtered for the selected campaign AND the selected channel. The primary filter is Campaign and within the Campaign, the channel is filtered.

• Period: Select a duration to see the data for the immediately preceding 3 Months, 6 Months, 9 Months, or 12 Months. By default, data is shown for 12 months.

  

• Click the Search button to populate the results based on the filters.

  Note:

  Free search functionality enables filtering based on the selection in the dropdown list.

Customer Journey Details from Campaign Manager

When the journey and campaign information displayed in the widget is sourced from Campaign Manager, the Customer Journey horizontal view displays the following details:

• A snapshot of all the interactions for the same customer in the requested period, for each date.

• The various modes of interaction are displayed as below:

  • A green call icon indicates the customer interaction has happened on the Home and Work modes.

  • A blue mobile icon indicates the customer interaction has happened on a Mobile number.

  • An amber icon indicates the customer interaction has happened on the Office mode.

  • SMS icon indicates the customer interaction has happened on a SMS mode.

  • The Email icon indicates the customer interaction has happened on an Email mode.

• Click on an interaction view further details as shown below:

  Item	Description
  DateTime	Date and Time of the call for the specified period.
  Campaign	Campaign for which the call was handled.
  Mode	Mode on which the call was handled.
  Outcome	Outcome set by the agent for the interaction.
  Phone Number	Phone Number for the call.
  Previous Score	Previous Score (before the commencement of this call) of the contact.
  Current Score	Current Score of this contact, as updated by the agent after the call.
  Agent Name	Agent Name of the agent handling this call.
  Agent Comments	Agent Comments for the call.

  
  

• To navigate to the next interaction on the same date use the navigation icons on the top right of the interaction details pop-up.

• Interactions with a failure outcome are indicated with a red dot.

Customer Journey Details from Data Cloud

When the journey and campaign information displayed in the widget is sourced from the Data Cloud, the Customer Journey horizontal view displays the following details:

• A snapshot of all the interactions for the same customer in the requested period, for each date.

• The following modes of interaction are displayed as icons with an arrow indicating the interaction direction (Inbound or Outbound):

  Note:

  Interaction modes are displayed in the widget only when campaign and journey data are sourced from the Data Cloud, based on the administrator configuration.

  Icon / Indicator	Interaction Type	Description
  Green call	Home / Work call	Indicates that a customer interaction occurred using Home or Work contact numbers.
  Blue mobile	Mobile call	Indicates that a customer interaction occurred using a Mobile number.
  Amber call	Office call	Indicates that a customer interaction occurred using the Office contact number.
  SMS	SMS interaction	Indicates that a customer interaction occurred through SMS.
  Email	Email interaction	Indicates that a customer interaction occurred through Email.

• Click on an interaction to view further details as shown below:

  Item	Description
  Phone Number	The phone number used for interaction.
  Call Start Time	The exact date and time the interaction began.
  Call End Time	The exact date and time the interaction ended.
  Outcome	The outcome is set by the agent based on interaction.
  Agent Name	Name of the agent handling the call.
  Agent Comments	Comments added by the agent based on interaction.
  Channel Type	Specifies the interaction mode, such as SMS, Email, Voice, or Chat.
  Channel Direction	Specifies if the interaction is an Inbound or Outbound call.

  
  

• To navigate to the next interaction on the same date, use the navigation icons on the top right of the interaction details pop-up.

• Interactions with a failure outcome are indicated with a red dot.

When the agent increases the panel width of the Customer Journey widget in a vertical layout, the panel view is hidden, and the grid view is enabled.

Note:

This is a standalone widget and not available inside the softphone.

Revision History