Interaction HistoryCisco Unified Contact Center Express (UCCX), Enterprise (UCCE) or PCCE

CIM plots a customer journey on the agent screen in a timeline view of the recent activities. Every interaction is stored as an activity in CIM and linked to a contact and a Task. A Task is a specific issue such as (i) new online sales order of a product, (ii) a complaint for the broadband service disruption, (iii) an issue in online service subscription, etc. Journey Maps retain the customer interaction context across all channels and present the same interaction history to the agent on Live Chat, SMS, phone call, or branch visit.

Activities tie together all interactions within a particular customer journey. For Example:

  • IVR menu that the customer selects.
  • Notes made by the agent.
  • A website URL that the customer has previously visited.
  • The chat metadata.
  • Survey response (received by PCS, Cisco Survey result, any 3rd party Survey solution)
  • Chat/Email transcript
  • Agent Interaction Data - AgentID, Queue, Call Duration, Recording Link, Call Disposition,
  • Outbound Campaign Response
  • Link to the form filled by the agent (Call Scriptor)
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