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: