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.