The ‘Customer Journey’ page provides supervisors means to retrieve information about each service customer task and which route it took until task completion.
Further details on how we define "tasks" in LUCS can be found on the Historic Reporting section.
Any supervisor is able to search for conversations within the contact center with a specific customer by:
- Customer SIP,
- Customer Phone number,
- Customer E-Mail-Address.
The search works according to the ‘contains’ rule. As you type, the top 20 search results are displayed in list for you to select from.
The filters available are:
- Latest (default)
- Previous Week
- Previous Month
- Previous Quarter
- Previous Year
- Current Week
- Current Month
- Current Quarter
- Current Year
- Date From
- Date To
Conversation History Section
After search completion, conversations with one customer are listed as a separate record in the opened ‘History’ section, newest first. Each conversation is shown with the service name, the start date and the time.
The conversations in the ‘History’ section have different icons based on conversation direction:
← Inbound conversations (Service Inbound, Mail)
→ Outbound conversations (Service Outbound, Service CallAsAService, Service CallBack)
Upon selecting a conversation, the detailed conversation information section opens:
- Details (information about Task Completion Codes \ Cross Selling Codes and Parameters),
- Survey / Rating.
A timeline of the conversation with start and end times (hh:mm:ss) as well as transitional states defined on it. The duration of the longest session defines the ‘scale’.
The timeline has the following controls:
|START and END|
The end of the the timeline contains Extended Task Result that tells
The supervisor may choose the most convenient view mode from:
The mode is personal preference to either visualize parallel handling or safe on vertical space for printout-reports.
Conversation details section
When TCC and CSC are not configured for the service, the section contains the message ‘The feature is not configured for this service’. → In this case you need to define and assign Service Call Context first.
Call details are concluded from sessions older than 2 minutes. However, an Agent may choose to fill the TCC and CSC later. In this case, the session will show without filled TCC and CSC to the FE user. Details will appear for this session only after (internal) integration job re-execution and a page reload.
Survey / Rating
The Survey / Rating section contains the customer answers on the surveys (Open Questions, Yes/No Questions, Range with Stars).
Survey Questions are defined as part of Workflow Resources and used within Workflow Elements. When the survey is not configured for a service, the section contains the message ‘The feature is not configured for this service’.
Survey details are concluded from sessions older than 2 minutes. However, a customer may choose to fill the survey later. In this case, the session will show no survey details to the FE user. Details will appear for this session only after (internal) integration job re-execution and a page reload.
Print the Report
You can print the report using the ‘Print’ button.
Printouts are officially supported for the Chrome browser.