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Customer Journey
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Customer Journey
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The Customer Journey widget displays details of all previous interactions that the customer on the current call has had with the Contact Center. The details like campaign ID, contact number, Mode, and outcome (for the customer’s previous interactions) help the Agent (on the current call) to handle the call better.
Horizontal Layout
Timeline View
Grid View
Vertical Layout
Timeline View
Grid View
For outbound calls, the widget automatically searches based on the called number from a campaign and lists other campaigns where this number is listed.
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.
Free search functionality enables to filter based on the selection in the dropdown list.
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.
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.
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