View an interaction’s customer journey

Prerequisites
  • External Contacts > Session > View permission
  • External Contacts > Contact > View permission

The Customer Journeys tab displays a customer’s contextual journey history and provides a holistic view of the interactions between the customer and the organization. The tab shows the customer data for the last 60 days. Supervisors with the appropriate access can see up-to-date stitched channel interactions of the External Contact.

Note: To view the journey history of the customer for the last 60 days, the agent must enable the customer journey tab. If no customer journey data exists, the customer journey tab does not appear.
  1. Click Performance > Workspace > Contact Center > Interactions.
  2. To view the customer journey, click an interaction.
  3. Click the Customer Journeys tab.

Customer Journeys tab

Customer journey information is available for the conversations from the following channels:

      • Voice
        • Inbound calls
        • Agent-initiated outbound calls
      • Messaging
        • Web messaging
        • Web chat
      • Digital
        • Email
        • SMS
        • Agentless notifications (WhatsApp and SMS)
      • Social media
        • WhatsApp
        • LINE
        • X (Twitter)
        • Facebook Messenger
      • Website visits
        • Web Events (Genesys Predictive Engagement only)
        • Content Offers (Genesys Predictive Engagement only)

      Customer journey information is not available for the conversations from the following channels:

          • Callbacks
          • Campaigns
          • Open and Authenticated Messaging
          • Agentless email notifications 
          • Co-browse
          • Instagram DM 

          If multiple interactions exist, the supervisor must visually correspond the date and time of the interaction within the list view. The journey data of the selected interaction is not highlighted.

          When you click the interaction, you can view the following standard details for all the interactions:

          • Time stamp
          • Direction of interaction
          • Queue
          • Agent
          • Wrap-up code
          • Notes  
          Note: If multiple agents or queues are available, the journey tab only shows the data of the last interaction. During live interactions, the customer journey data appears only after they connect to an agent.