Overview
Overview
Avaya Experience Platform™ Customer Journey helps identify a user and track their engagement with the contact center. This helps an Agent to better serve the user and allows the contact center to build a good user experience. Customer Journey has these building blocks:
-
Identifiers - Information that uniquely identifies a user. A user can be identified with a single or a group of identifiers. Identifiers can be classified as weak, strong, or very strong.
- For example, a phone number is considered a weak identifier while an email is considered a strong identifier, and an account ID is considered a very strong identifier.
-
Engagement - A record of a user’s interaction. The interaction with the contact center can be on chat, messaging, email, and voice channels.
-
Journey - History of conversations and engagements a user has had with the contact center.
-
Participant - May be a Agent, Customer, Supervisor, Treatments, Bots etc, with a state of the participant i.e ACTIVE, HELD, DROPPED
Avaya Experience Platform™ Customer Journey provides REST APIs that allow applications to:
-
Query a customer’s engagements to visualize a customer’s journey through the contact center.
-
Export Journey and Engagement data into external systems like a CRM system.
-
Build the identity of a customer through out-of-the-box identifiers like phone number, email address, and account ID or through custom identifier types defined via the Administration portal. The identifiers are used to query a customer’s journey.
Before you begin
Refer to How to Authenticate with Avaya Experience Platform™ APIs required to invoke User APIs.
Customer Journey APIs require the Account Administrator or Agent role for access. See the API specification for more details.
Features
The table below provides a list of features currently available in this version of Customer Journey:
Features | Chat | Messaging | |
---|---|---|---|
Search journey | ✔ | ✔ | ✔ |
Get individual engagement(s) | ✔ | ✔ | ✔ |
Administer identifier types | ✔ | ✔ | ✔ |
Create / Update Out of Bounds engagements | ✕ | ✕ | ✕ |
Append customer identity to an engagement | ✔ | ✔ | ✔ |
Add / Remove a participant to / from an engagement | ✔ | ✔ | ✔ |
Create / Update InBound engagements | ✔ | ✔ | ✔ |
Create journey | ✔ | ✔ | ✔ |
Unlink identifier from journey | ✔ | ✔ | ✔ |
List of agents of journey | ✔ | ✔ | ✔ |
Updated 2 months ago