Overview: Journey container in Queues (Edify Console)
This article provides an overview of the Journey container in Queues in Edify Console.
In Edify Console, the Journey container in Queues is where you specify what type of data is used to build the interaction journey, a list of past interactions with a customer. In Edify App, this information is available on an active interaction in the Interaction Journey Tab.
Once you specify what information you want displayed in the Journey tab, you must enable either the Journey (Small Tab) or Journey tab toggle in the Tabs container so the tab is available during live or completed interactions.
In Edify Console, navigate to Queues > [Your queue] > Journey container.
What is an interaction journey?
When an interaction is created, Edify stores information related to how the customer contacted your organization. When you click on the Journey tab you can see all previous interactions between the customer and your organization.
In addition, when you click on the Journey tab for a completed interaction, the journey tab also displays a brief summary of the completed interaction. It includes the following information:
When the interaction was created
When the queue user was connected to the customer
When the queue user initiated WrapUp
When the queue user completed the interaction
For example, Edify can show all previous interactions made from the phone number that created the current interaction. This can be useful when you want to quickly see the past encounters a customer has had with your organization.
Example of an interaction journey based on a phone number showing all of the previous interactions between the caller and the Edify account.
Note: If the type of data you are attempting to link to is not available for an interaction, the Interaction Journey Tab will not appear on the interaction.
If you’ve connected a customer with a record in an external CRM like Salesforce or another third-party database, you may be able to build an interaction journey for the customer based on that information. That means you can keep track of customer information in a third-party database and pull it into Edify dynamically whenever that customer contacts your organization.
The Interaction Journey tab is indicated by a map icon in the vertical tab panel.
Journey history types
A journey history type is the type of data you can configure a queue to use when searching for past interactions from a customer.
There are three journey history types:
Continue reading the subsections below to learn more about the journey history types.
Linked IDs allow you to retrieve data from a linked database like Salesforce, Zendesk, or a custom database. After selecting one of these options, you can select a table and a column to specify what piece of information to use.
For example, if you want to have an interaction journey based on a customer’s Salesforce Contact Id, you can configure this container to point to that value in Salesforce. When the customer calls, you can retrieve their Salesforce data either through the Look Up module of a workflow or through the Salesforce tab on an interaction.
Source details include details taken from the source of the interaction. They include the following details:
Person Device ID
Person Session ID
For example, if you want to have an interaction journey based on a customer’s phone number, you can configure this container to point to the customer’s phone number. If someone calls from a phone number they’ve used in the past, the journey tab will show all of the previous interactions made from that phone number.
Routing details is the phone number (or phone number name) the customer dialed to initiate the interaction. In most cases, this would be the phone number (or name of the phone number) owned by your organization that the caller dialed to trigger the creation of the interaction.
Suppose you want to show interaction journeys based on customers’ phone numbers. With this sort of configuration, someone who’s repeatedly called on the same phone number will have an interaction journey based on the phone number they’ve used in the past.
You could set the Journey container up like this:
Journey History Type – Source Details
Source Details is selected from the Journey History Type dropdown menu. This means that the customer journey will link specific Source Details to create the customer journey.
Journey History Table – Phone Number
Phone Number is selected from the Journey History Type dropdown menu to specify the type of source details to link together.
This means that when a customer calls, all previous interactions with the same source phone number will be displayed in the customer journey tab.