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Engagements in Customer Journey

Engagements in customer journey represent individual agents including bots that engage with the customer to handle their requests. Each conversation in the customer journey can have multiple engagements with different agents when there are transfers or one agent takes over work after another agent.

The engagements can overlap each other, for example when multiple agents talk to a customer during warm transfers or in a group chat scenario.

Engagement Start​

Whenever an agent joins the conversation the customer journey shows the following header.

Open in Original Data Source​

Click the arrow button to open the engagement in the original platform such as Amazon Connect, Salesforce, Zendesk, etc. Opening in the original data source is useful to get access to all the details and functionality provided.

Ask about Engagement​

You can ask AI anything about the engagement by clicking the sparks icon in the top right corner of the engagement start bar. Ask about is useful to understand what happened in a long engagement in a few seconds.

You can choose between these types of the answer:

  • Concise tries to produce as shoer answer as possible.
  • Detailed tries to elaborate and provide maximum level of details including examples from the engagement.

Reviews​

The engagement reviews shows whether there are any engagement-wide reviews. If there are no review engagement start bar does not contain any symbol. If the engagement has at least one review of any type then there are four circles of different colors showing what types of reviews are associated with the engagement. Full circle means that there is at least one review of the type. Empty cicle means there is no review of that type.

The circles in order represent:

  • Purple — Auto reviews that are generated by AI auto reviewers
  • Green — Customer reviews provided by customers typically as a responses to a customer satisfaction survey
  • Blue — Agent reviews provided by an engaged who handled that engagement.
  • Pink — Quality assurance review provided by team leaders, supervisors and other people responsible for quality assurance.