Ver los datos del viaje de interacción predictiva de una interacción

Prerrequisitos
  • Analítica > Detalle de la conversación > Vista 
  • Conversacion > Comunicación > Vista 
  • Viaje > Cliente > Vista
  • Viaje > Evento > Vista
  • Viaje > Salir > Vista
  • Viaje > Segmento > Vista
  • Viaje > Visita > Vista
  • Contactos externos > Sesión > Ver

From an interaction’s detail page, use the Customer Journeys tab to see Predictive Engagement journey data, such as visit details and journey information, for the interaction.

Administrators see the same view as the agent on the agent desktop with the appropriate permissions. If an interaction does not have Predictive Engagement journey data, then the Customer Journeys tab does not display information for outcomes, segments, and web visits.

Customer Journey view for administrators

From the Customer Journeys tab, you can view the following information, depending on how you configure Predictive Engagement:

  • Segmentos asignado a la interacción para la visita seleccionada.
  • Salir puntuaciones para la visita seleccionada.
  • List view of all interactions. Click the interaction to view the following interaction details:
    • Detalles del visitante, como el nombre, el estado y el número de visitas del visitante.
    • Visit dates and duration. If the visitor has multiple dates, select the date that you want to see more information about.
    • Visit Journey information, including the pages that a customer visits and actions on those pages during the selected visit. To see more information about the actions performed, click the action’s icon. 
    • Otra información del visitante, como ubicación, tipo de dispositivo, sistema operativo y tipo de navegador. 
Note: If multiple interactions exist with an external contact, you must compare the time stamp of each interaction to identify them individually.