View Customer Interaction History with Customer Journey

The Customer Journey Widget gives agents a complete picture of a customer’s past interactions—calls, SMS, emails, and more—all in one place. It helps agents see how often the customer was contacted, the outcome of each Interaction, the channels used, the date and time, agent information, and more. With timeline and grid views, plus filters for Campaign, Channel, and period, finding the right details is quick and easy. This way, agents can handle conversations more smoothly and make every interaction more informed and personalized.

The widget is available in both horizontal and vertical layouts.

Access the Customer Journey Widget

The widget is configured in the layout for Agent access.

Note: Ensure you are on an active customer call for relevant data to be displayed.

Search and Filter

The key functionality of the widget is to search for relevant customer information using various filter options. For outbound calls, the widget automatically searches for the called number, and it displays other campaigns where the same number is listed.

To refine the results further, use these filters:

• Campaign Filter – Select a campaign to see interactions specific to that campaign.

• Channel Filter – Choose a communication Mode (Call, SMS, Email, etc.).

• Period Filter – Select a timeframe (Last 3, 6, 9, or 12 months). The default period is 12 months.

• Free Search – Use the search bar to filter based on your selection. For example, if you select "Phone Calls" from the Channel dropdown list and then type a customer’s phone number in the free search bar, the widget filters and displays only the phone call interactions related to that number.

Similarly, if you choose a specific Campaign from the dropdown and enter a keyword like "Follow-up", the widget shows only interactions from that campaign where "Follow-up" appears in the details.

Interpret the Timeline Chart

The timeline chart displays the details of previous interactions. Scroll left to view older interactions.

View Detailed Interaction Information

The widget offers the Timeline and Grid options to view the customer details. By default, the widget loads in the Timeline view.

Timeline View

Click an interaction icon on the timeline to see detailed insights. The insights contain:

• DateTime – Date and time of the call

• Campaign – Associated campaign

• Mode – Communication mode used

• Outcome – Outcome set by the agent for an interaction

• Phone Number – Contact number

• Previous Score – Score before the interaction

• Current Score – Updated score after the call

• Agent Name – Agent handling the call

• Agent Comments – Additional notes from the agent

Use the navigation icons on top right inside an interaction grid to move to the next interaction or previous interaction on the same date.

Note:

In a vertical layout, increasing the panel width hides the panel view and enables the grid view.

Grid View

Choose Grid to view all the above interaction details in tabular format.

Learn about the Interaction Icons Displayed in Timeline Format

Each interaction mode has a distinct icon:

• Green Call Icon – An interaction that occurred on Home or Work phone

• Blue Mobile Icon – An interaction that occurred on a Mobile phone

• Amber Icon – An interaction that occurred on an Office phone

• SMS Icon – An interaction that occurred via SMS

• Email Icon – An interaction that occurred via email

• Red Dot Indicator – Marks interactions with a failure outcome

Integrated Widget Actions

The Customer Journey Widget enhances agent workflows by integrating with other widgets like Skip Trace and Multi-Campaign Disposition (MCD) for an enhanced experience.

• In the Skip Trace Widget, when an agent selects a contact, the Customer Journey Widget automatically loads the relevant interaction history before the agent places the skip trace call.

• For Multi-Campaign Disposition (MCD), clicking the MCD button (inside the Customer Journey) opens the widget, allowing agents to update Outcomes across multiple campaigns efficiently.

Important:

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