To view the in-progress and complete interactions, see Interactions view. 

From an interaction’s detail page, agents can use the Customer Journey tab to view customer journey information during a phone call or web message interaction with a customer.

Customer journey information is available for conversations from the following channels:

• Voice
  • Agent-initiated outbound calls
    Note: Journey information for outbound voice calls placed outside a queue is only available when agents make the call by selecting a contact’s phone number from the type-ahead search results, rather than entering a raw phone number into the dial pad.
  • Inbound calls
• Messaging
  • Authenticated web messaging 
  • Open messaging
  • Web messaging
  • Web chat
• Digital
  • Agentless notifications (WhatsApp and SMS)
  • Email
  • SMS
• Social media
  • Facebook messenger
  • Instagram
  • LINE
  • X (Twitter)
  • WhatsApp
• Website visits
  • Content offers (Genesys Predictive Engagement only)
  • Web events (Genesys Predictive Engagement only)

Customer journey information is not yet available for conversations from the following channels:

• Agentless email notifications
• Campaigns, including callbacks
• Co-browse
• Knowledge – support center

Customer journey information is available for all cases, that is, all the cases associated to the external contact.

The customer journey page contains the following information:

• Conversations panel: Displays your current interactions, such as cases, inbound calls, outbound calls, and message interactions. 
• Customer Journey icon: Opens the Customer Journey tab, which displays a customer’s contextual journey history.
• Interactions: List of the current and historical activity in interaction journey cards. To view an interaction’s agent and queue details, click the interaction. The journey card displays the information at the bottom. If an interaction was transferred between different queues and agents, details of the last queue and agent are displayed.
  • For active web messaging interactions, “Live” appears in the first column with a green status icon. After 45 seconds of inactivity, the icon changes to yellow. After 1 minute of inactivity, the interaction shows as inactive. It remains inactive unless the customer triggers another web event (for example, a page view), at which point the interaction shows as “live” again. If your organization has Predictive Engagement, see View a Predictive Engagement customer’s journey details.
  • For active inbound and outbound call interactions, “Live” appears in the first column with a green status icon. When you wrap up the call, the interaction shows as inactive.
  • For past interactions, the date that the interaction occurred appears in the first column.
  • For interactions that have cases opened or linked, case appears next to the interaction along with a number. The number on the case icon indicates that multiple cases are opened for the same interaction type. 
• Cases: These are case records opened by an agent or by the customer. The most recently updated case appears at the top along with its latest status. 

For more API-related information, see Single Customer View on Developer Center.