Overview: Journey container in Queues (Console)

This article provides an overview of the Journey container in Queues in Console.

Overview

In 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 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.

What is an interaction journey?

When an interaction is created, the system stores information related to how the customer contacted your organization. When you click on the Journey tab you can see the current and 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, the system 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.

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 your account dynamically whenever that customer contacts your organization.

Where can I find the interaction journey in App?

Once you’ve enabled the customer journey tab for a queue in Console, you’ll find the customer journey tab in the vertical tab panel.

Journey history types

A journey history type is the type of data you want used  for pulling together the interaction history list.

There are four journey history types:

• Key Linked IDs

• Linked IDs

• Source Details

• Routing Details

Continue reading the subsections below to learn more about the journey history types.

Key Linked IDs

Key Linked IDs allows you to retrieve data that’s available in Linked IDs, whether it’s data the system automatically adds into Linked IDs or whether it’s a value you add to Linked IDs via a workflow, and use that data as your journey history dataset. So, can make any Linked ID value the foundation for the interaction’s journey history.

For example, if you handle lots of web chats with your journey history based on the customer’s email address, but you’ve noticed that the journey history is limited, you could then change your journey history dataset to something more specialized, like a custom field in your CRM. Since this value isn’t a standard journey history value, you can use the Key Linked ID option to tell the system the Linked ID path to this value. The interaction will then provide journey history based on this custom dataset.

In short, this option is the most customizable Journey HIstory Type option compared to the others because it doesn’t require you to select the value from a predefined list; instead, you define the value you want as long as you make it available in Linked IDs.

Linked IDs

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 are presented with the menus for selecting 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.

This type option is a set of predefined values that you can pick from. See the ‘Key Linked IDs’ option for a more customizable and advanced configuration type option.

Source Details

Source details include details taken from the source of the interaction. They include the following details:

• Phone Number

• Email

• Name

• Person ID

• 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.

Note that, if a customer decides to call from a different phone number or email from a different account than the one they’ve used previously, then the journey will be based on the new phone number or email. If you want to show all previous interactions regardless of the source information, we recommend that you build a journey based on a Linked Id (see above).

Routing Details

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.

Use case

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.